Complaints

This profile includes complaints for Home Free, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Free, LLC

  P.O. Box 14 Broussard, LA 70518

• 

  Home Free, LLC

  P.O Box 51 Carencro, LA 70520

  

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:04/12/2023

  Type:Order 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 hired Homefree to provide mold remediation services to our house. I had an in-home consultation with Karen of Homefree on 3/20/23 to visually inspect the areas of concern in the home and discuss remediation. Day 1 of remediation was on 4/3/23, and day 2 on 4/6/23. I am very sick from mold. I communicated to Karen how important it was to my health to have the remediation done properly and safely with minimization of cross-contamination throughout the house and thorough treatment of moldy areas. I paid Homefree $3500 on 4/3/23. Karen called this an "umbrella" amount, for a home at 2600 sqft., any area of concern would be remediated under this amount vs itemizing the cost of each area.
  
  The remediation scope discussed with Karen included: removing moldy carpet, remediating the air handler closet, remediating a moldy room + 2 other spots. We discussed how the remediation would happen safely. She said she'd bring respirators to protect those in the house. The moldy carpet would be wetted then removed to reduce microparticles from becoming airborne. Moldy debris to be trash would be bagged in the contained area then fogged and removed. The concrete slab would be treated. Dust would be Hepa vacuumed, floors moped, and surfaces wiped.
  
  No respirators were brought/worn. The carpet was removed without any precautions taken. Moldy debris was not contained or bagged, simply carried and tossed at the street. They did not treat the concrete under where the air handler was sitting, which happened to be a huge mold spot. The missed vacuuming/mopping the large moldy room and the moldy kitchen cabinet. Also, she improperly used an ozone generator - ran it while people were near and did not run long enough to be effective. Note that they arrived late, without equipment, and rushed the job.
  
  Homefree has offered to vacuum/mop/wipe the areas missed. They have offered some freebies as well. But
  I am asking for a refund at this point so that I can pay for someone else to remediate.

  Customer Answer

  Date: 04/12/2023

  Homefree never provided a contracted. I must know if I simply have been scammed and there is nothing I can do? 

  Business Response

  Date: 04/28/2023

  HomeFree was hired @ $3500.00 . 

  There is no dispute with the agreed upon  amount, or services performed.

  In respect to the additional request that was made Mr & Mrs ****** AFTER scope and charges were agreed upon, was also done. (Removing ceiling fan, taking curtains down, removing window trim termite damage cleaning under kitchen sink and removing a second bathroom ceiling.) 

  Mrs ****** understanding or lack there of the Project Management- DIY "umbrella" - was not mentioned until days AFTER the job was completed.

  She said her & husband could've done what was done and would do the rest buildback painting, etc. Two additional estimates was also coordinated and emailed to The ******'s for considering 

  Mrs ****** became verbally insulting, threatening and sending text messages personally insulting not even work related.

  HomeFree reserves the right to whom we service.  Fully aware, we wrestle not against flesh and blood. 

  The freebies mentioned; was just that. A gift, a uv light to attach the unit to help maintain / limit microbial growth. Karen had looked for this gift weeks before for another client and could not find it. So, when she found it the morning heading to The ******'s she thought, ****** might really appreciate it. 

  The company will not refund any money to Mr & Mrs ******. 

  HomeFree Supervisor Karen, remained on location and was responsible for overseeing the work. Three (3) separate companies, 5 individual contract laborers  and coordinated multiple moving parts schedules and completed this project in 3 days.  

  HVAC Company - detaching / reattaching unit

  Remediation-  to HVAC closet & ducts Including equipment. Negative Air machine etc.. General mopping of walls & ceilings and surrounding area. 

  General Contractor- removing carpet & padding, furniture, fan, panel walls, ceiling tile, and  general mop down. 

  The  preventative application  on Mrs ******' HVAC closet was for the standard  lower portion of the  return only. The company working with Karen / HomeFree went above & beyond spraying the entire closet, per HF request.  This was also done, to bring peace of mind to Mrs ****** 

  Mrs. ****** said a particular area was not treated - when this area was treated twice, on 2 separate days. Karen sent pictures to ******'s phone showing hard scrub brushes to cement slab was done. The black stain was not mold. It was oil an oil stain. 

  Continued prayers for The ****** family. 

   

  Business Response

  Date: 05/01/2023

  5.1.2023
  
  
  please see attached.
  In regards to the additional estimates, one was sent via text to ***** ****** and The ******'s used them to do work in the amount of $1109.00 to the best of our knowledge. 
  The second estimate was sent directly to clients Mr & Mrs ****** via email. The ******'s contacted the contractor and said they would be doing the work themselves. 
  You should be able to get any copies if needed from ****** ******. 
  
  
  Kind Regards