Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have also filed a complaint with the ***************** with whom Biocide L are affiliated. Mold test Company did an inaccurate mold test which revealed higher levels of mold because all my windows and doors were open and the high mold count from the outside was in the house. They then tranferred me to BL who scared me into buying foggers and other equipment for a total of $1170. Mold ************ said they were not associated with any remediation Companies, but when I called the ***************** the receptionist told me BL had their offices in the Mold Test building. I chose MTC because I believed I wouldn't be pushed into any unnecessary remediation. BL told me their foggers were non toxic, but they have a carcinogenic chemical in them. They also sent a hazmat suit, a gas mask and goggles for this non toxic product. When I said I wanted to return everything they said the *** wouldn't allow them to resell anything, further proof of the toxicity. These 2 companies are working together to scare people into buying expensive products that don't work according to the licensed Mold Assessor I consulted. He was the person who told me my test results are inaccurate because 9 windows and the door were open on the day the indoor and out door mold tests were done. The mold count outside was very high and there was a lot of outside air in my house. I was sold this equipment based on an inaccurate test, told the ***************** was not affiliated with any remediation companies, and told that the foggers were non toxic, but they are actually very toxic. They allowed me to return $319 of the products they sent me but I want to return everything since the test was not accurate. I was also told if I pursued my complaints they wouldn't return the $319 I have replaced the small part of the ceiling that had visable mold on it for $150 and now have no allergy symptoms. I have unopened boxes of their products that I want to return.

  

  Business Response

  Date: 10/12/2022

  First of all we do not use scare tactics just the facts from the most accredited lab in the country EMSL. On our websites we make it very clear that we are affiliated with MTC. Also, The refund policy is on our website as well as the email you received from purchase. We cannot comment on a mold assesor we are not affiliated with. Always make sure you check credentials , We have discussed this matter with you numerous times as well as responded through the BBB. We consider this matter closed.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18165811
  
  I am rejecting this response because:

  When I hired ***************** they told me they were not affiliated with any remediation Companies.  When I tried to return the Biocide Products they denied they were affiliated with the *****************. When I said I was transferred internally, they denied affiliation saying you could transfer to any phone in the world.   Now they are admitting they are affiliated with the *****************.  The problem is the products were sold to me based on an inaccurate Mold Test.  9 windows and a  door were open so there was a lot of outdoor air  in a 650 sf home. .  I asked the tester if the windows should be shut and he said it didn't matter.  Later the ***************** told me they should be shut and I should have been sent an email advising me to shut all windows, I never received the email.  The Mold count was very high outside therefore the test was inaccurate because so much outdoor air was in the house and I was sold products based on an inaccurate test.  Since they are now admitting they are affiliated with the ***************** who did the inaccurate test, they should allow me to return the products.  They were also deceitful in telling me their products are non toxic.  Biocides Laboratory says they can't return the products because the *** won't allow them to, an indication of how toxic they are.  I was sent a gas mask hazmat suit and goggles to protect myself.  I have not opened any of the boxes and want to return them.  The foggers include a carcinogenic chemical.  it is fraud to claim something is nontoxic when it isn't.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/20/2022

  We do not accept returns.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18165811
  
  I am rejecting this response because:

  I was sold the Mold equipment based on an inaccurate Mold Test which was done by the ***************** with whom Biocide Laboratories are associated.   I am attaching a letter from my home owners insurance who did an inspection of our home, which says there is no evidence of mold and also a letter from a licensed Mold assessor who says the test contained cross contamination from outside air.  I have unopened boxes that I want to return.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/21/2022

  We have reviewed this matter and consider this matter closed.

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18165811
  
  I am rejecting this response because:

   

  I have submitted documents showing how I was sold over $1000 of unnecessary mold remediation based on an inaccurate mold test.  We seem to be at a stand still, neither of us is budging.  I have already submitted all the evidence I have.  I would like a refund.  I will return the products.  I don't think going back and forth is going to produce any different results, what is the next step?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Weve been sick for 3+months and ordered a test to see if we had a mold problem in our air ducts. Almost immediately after sending off the test a call from biocide was received informing us that we do in fact have mold growing in our house infecting us, but also that it is the most toxic mold there is. A panic was ensued, followed by a sense of urgency be created leaving no time to think or research. We purchased products from biocide and were quoted $1000, however we were charged $1545.03. Biocide never sent a receipt, and we received the products within less than 15hrs, they left no time to cancel. Its been less than 2 days since biocide called with our results. Thats how quick this company moves to rip you off.

  

  Business Response

  Date: 09/19/2022

  We take mold toxicity very serious. You had mentioned family was sick from mold so yes, we do act fast. We reviewed the consultation and we found you had agreed to price that was billed to you.If you have questions on how to use the products please call our walk through department and we will help you with your application. Thank You for the feedback.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18041133
  
  I am rejecting this response because:
  I absolutely did not agree to that price. You offered several discounts: military, and commercial even though we are residential. You claimed you were giving us every discount you could and it brought the price down to $1000. A receipt was never sent, so all I had to go on was a verbal confirmation. Had a receipt been sent documenting the misquoted price I would have acted sooner, but had to wait until the money was taken from my account.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/26/2022

  We do not have a customer by your name, if it is under a different persons name at same address we have refunded you an amount that was agreed upon by you or your fellow residents.We consider this matter closed.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the product by phone on March 24, 2022 under the information I was told on the phone by the representative that this product was safe to be used by normal consumers. On March 25th I contacted the company and asked for specific instructions on how to use the product. After reading this information I emailed them on the 25th and said "The more I read about this the less comfortable I feel doing this myself. I would like to return the product and get my money back. Please let me know how to do this." Since I hadn't even received the product yet I tried to look out for when it would be delivered to not accept the delivery but was unsuccessful. I contacted the company again via phone and email numerous times with no response. No one from the company contacted me back and in April I filed a dispute with my credit card company. My credit card company ruled against me because they provided a copy of their policy that said all sales were final and could not assist me any further. I feel like I was lied to on the phone and sold a product under false pretenses. I have tried disputing the charges with my credit card company multiple times without success. I have also contacted the company numerous times requesting a refund without success. If you look at their other complaints there are plenty similar to mine. All of the items are still in the boxes in my garage and have never been touched. They can take these back or throw them away or whatever but I would like my money back. As you can see from the attached emails I was not provided steps on how to use the product until after they sold it to me. To which I immediately responded I did not feel comfortable doing this and wanted to cancel the order to which no one responded. No one has responded to any voicemails or emails I've sent since then. I called today and spoke with someone who again said "there were no refunds" I was lied to and deceived into purchasing a product that I tried to cancel within 24 of purchase.

  

  Business Response

  Date: 09/12/2022

  Thank You for your response, We do have a no refund policy clearly stated on our website and the email you receive. Our walk through department is very thorough and can help you step by step on the use of our products. We have thousands of satisfied customers, you can see  a ton of good reviews on the BBB as well. Also, your credit card company has agreed that we did nothing wrong multiple times. We consider this matter closed.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17900475
  
  I am rejecting this response because:

  Even though my credit card company doesn't agree that I should get a refund if you were a reputable company then you would do the right thing and agree that your salesperson miss lead me and told me things to make me believe this was safer than it is for a normal homeowner to use. I've called multiple businesses and asked if they would come do it to which they have all replied no. Also, I was not informed before that I would have to be out of the house for almost a day. I have three dogs and four cats, where am I going to go? I would have never purchased this product if I had been given all of the details. So whether or not you legally have to give me a refund or ethically should is the question. I was mislead and I feel tricked into purchasing this and even before it showed up I called and told you after reading more and speaking to professionals I didn't feel comfortable doing this and wanted to return it. I tried to refuse the delivery but wasn't able to catch the delivery person. Do the right thing and take these back and refund my money money. They haven't been touched since they were delivered other than to move the boxes into the garage. Maybe some people feel comfortable enough to do this themselves but I am a female with 7 animals and don't feel comfortable doing this myself. You need to be more upfront and honest at the time of sale. Also, I was never told when I ordered this over the phone that it wasn't returnable. If you cla to be a reputable company then do the right thing in this situation....even if you technically aren't required to.

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/20/2022

  We consider this matter closed.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17900475
  
  I am rejecting this response because:

   

  They didn't provide any response except saying they considered the matter closed.
  
  Sincerely,
  
  ***********************************