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:08/25/2023

  Type:Billing 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.

  HydroClean contractor of ********************** (Alacrity), selected by ASI 8/18/23 Stephane ********* assessed job; took pix; explained sanitation process; advised floor tiles are likely asbestos, their company is NOT CERTIFIED to handle so would have tested; scheduled remediation team to come on 8/19/23 by 9am.8/19/23 ******* and ****** arrived at 9:42am, explained work to be performed:Remove/haul away carpet, vinyl flooring, water damaged furniture Cut/remove drywall to 1' from floor Steam pressure clean, scrub and sanitize floors, which would potentially disturb loose asbestos tiles so they would remove those prior to using machine and have tested. Moldy carpet tack strips could not be removed due to possible asbestos presence.Set-up air diffusers, but NO BLOWERS due to possible asbestos presence.COMPLETED Removed carpet and vinyl flooring, left it beside driveway Cut drywall to 1' above floor Set up 2x diffusers SERVICE DEFICIENCIES Lacked enough trash bags and proper vehicle to complete job Placed filthy tool box on my freezer full of food and washing machine Carpet and other items all wouldn't fit in the truck to haul away so were left by driveway 8/19/23 I awoke late at night with sore throat and tightness in my chest, smelled a foul odor. Smell emitted from basement, so I went downstairs to check on the work (floor was wet when crew left so I hadn't), was shocked and furious to find that floors weren't cleaned or sanitized. Carpet padding pieces, drywall dust and footprints remained. Vanity was not removed. Bathtub wasn't cleaned, still had residual sewage. A diffuser was placed near bathroom door approx. 20 in front of spot where 3-4 loose, 9x9 potentially asbestos tiles were removed and was blowing directly on it. Basement smelled the same as prior to work. Air quality was extremely poor, now being circulated throughout the basement, and entire house when AC came on, causing me respiratory distress.

  Business Response

  Date: 08/28/2023

  Good Morning, 
  We responded to the customers home in an emergency fashion due to a backup of the sewer system through the homeowners tub. We were assigned the job directly from the ***************************. We were able to get technicians out to the jobsite immediately and were able to stabilize the environment. We removed the affected building materials, extracted the raw sewage, cleaned with anti-microbial agent and set up drying equipment. 
  We only placed dehumidifiers in the work area and not fans as there was a concern over possible asbestos floor tiles. Our emergency crews we able to remove most of the affected materials onsite but were unable to fit all of the materials in their work vehicle. They informed the customer that they would schedule a truck to pick up the remaining items. They also instructed the homeowner that the manager would be out the next day to monitor the drying and to re-assess the drying process and to make any necessary changes. When our manager arrived, the customer was upset and showed our manager several areas of concern. Our manager listened to the customers complaints and tried to assure the insured that we were not complete with the job and that, although restoration can be a process with many challenges along the way, we are committed to her satisfaction. The customer did not accept his response and asked that we remove our equipment and leave the jobsite, we agreed and removed our equipment. 
  Although we were not able to complete the restoration project i do feel that we acted in a professional manner and left the customers home in much better shape then when we arrived. I have attached the invoice for the services rendered which include before and after photos for reference. 
  I have also included our managers field notes from his inspection of the property. :
  
  Note entry 8/18/23
  I inspected the loss,sewer back up unto the basement. there is some 9x9 tiles, some are loose/missing in the utility room, carpet affected in the family room, bathroom is affected including the vanity. Storage area has laminate flooring which will need to be removed, and well as some visible suspected microbial growth on the wall, about 2 sqft at this time. We will remove affected materials, and set up dehumidifiers to stabilize. No air movers will be used.
  
  Note from 8/21/23
  "I inspected the loss against today, the homeowners requesting a different contractor. More workers needed and we were planning on scheduling it. However, the homeowner request another company. We set up dehumidifiers as there were some 9x9 tiles which we suspected were asbestos but the homeowner was concerned and I did explain that we did not leave any air movers but the dehumidified would help stabilize but she was not convinced.Also, the crew could not fit all the debris during the initial visit so all the debris was set on the side and was being scheduled to be picked up. However,the homeowner was upset that all the debris would not physically fit in our vehicle, I did explain that the crew did make the office aware and additional debris pickup was scheduled. We removed carpet in the family room that was affected by sewer water , we then sanitized and cleaned as well as removed affected drywall. There are some areas (where the drywall was removed) that needs additional cleaning. The homeowner did not understand how there could be drywall dust on the floor if we applied anti-microbial. I explained that the dust fell onto the floor After it was treated. I did advise that we would be more than happy to clean the area again once we were able to complete the rest of the Mitigation as we still had to clean the tub and remove the affected vanity but you did not allow it."

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20522124
  
  I am rejecting this response because the technicians did not sanitize or clean, a major part of the remediation process, prior to setting up diffusers to facilitate the drying process, which circulated sewage fumes and poor air quality throughout my home. They were dispatched on Saturday (likely to bill at the premium rate), instead of the same day that ******** made his initial assessment, then did not want to commit to completing the job correctly. They lacked the proper supplies, probably did not want to forfeit their weekend to clean, sanitize, or haul away ANY of the trash. Four and a half hours was enough time to complete the mitigation correctly; however, the technicians chose to leave the job prior to finishing same. 

  08/21/2023 ******** came out to inspect the jobsite following my early morning call to complain about the service deficiencies. When asked if a diffuser, which blew warm air, was able to move asbestos particles, ******** refused to answer the question with a definitive Yes, No, or I dont know, opting to instead repeat over and over, at least four times, that he was following IICRC protocol. He became agitated, made frustrated faces like he was suffering, and attempted to defend the actions of his technicians, although he was not on the premises so has no knowledge of what transpired when they were. I immediately advised him that his companys services would not be needed, as the techs. had not performed in a *******-like manner and he had further damaged my confidence in their credibility and services.

  Had ******** not been so unprofessional and attempted to ***** responsibility for his team's unsatisfactory work, I would have been willing to give Hydroclean an opportunity to remedy my concerns. Due to the lack of empathy and dismissive attitude he displayed, I do not believe that this company has my best interest, MY HEALTH, in mind so opted to seek mediation services elsewhere. They never returned to retrieve the refuse that was left lying in my driveway until 08/22/23. There were other water-damaged items left behind inside my home.

  I would like Hydroclean to have the 3-4 loose tiles that were removed tested for confirmation or denial of asbestos presence; and to adjust the bill, removing charges for any/all tasks that were not completed.
  
  Sincerely,
  
  ********** ****

  Business Response

  Date: 09/19/2023

  Good Afternoon. 
  We were assigned this project through the insured insurance company (***). *** has protocols in place when potential ACM (Asbestos containing material) is discovered. Therefore, due to this we were unable to set up full drying equipment and instead were only able to place dehumidifiers to stabilize the environment. We removed a loose tile and sent it away to be tested as per protocol. The insured (customer) should have access to the results through her insurance company. We were also unable to remove the carpet tacks because removal could disturb the potential ACM.
  Areas of concern:
  
  Customer stated that the floors were not ********************** because they were still wet. However, this is incorrect.The floors were extracted, cleaned, and the remaining moisture was the remnant of the Anti-microbial agent that was applied.
  Customer upset vanity was not removed, and the bath tub was not cleaned. We had not removed the vanity for two reasons. One, it needed approval from *** prior to removal and secondly that service would have to be coordinated with a plumber. Same goes with the tub.
  Customer was upset that contaminated air was being circulated through out her home. However, this is not the case. Typically for jobs of this nature we would seal of the return air duct in the affected area. However, in this case the insured does not have a return in the basement area.
  
  The customer reached out to one of our managers (**** *******) directly and allowed us to inspect the property. She has another contractor in the home that has broken up the flooring in the bathroom (possibly causing ACM material to be disturbed). When we brought this to her attention, she stated she does not know why they did that. She also adamantly refused to allow us to take any photographs of the area. She also made a comment to our manager that was inappropriate.
  She stated that The other manager, ******** *********-*******, although he is black he is probably only nice to men or white women. She went on to say he is probably married to a white woman, isnt he. **** ******* informed her that her comments were inappropriate and would be relayed to management.
  Recap:
  We were assigned this project through the insured insurance company (***). *** has protocols in place when potential ACM (Asbestos containing material) is discovered. Therefore, due to this we were unable to set up full drying equipment and instead were only able to clean and place dehumidifiers to stabilize the environment. We removed a loose tile and sent it away to be tested as per protocol. The insured (customer)should have access to the results through her insurance company. We were also unable to remove the carpet tacks because removal could disturb the potential ACM.
  
  Our scope of work was to mitigate/stabilize the environment until the results returned. However, the insured did not allow us to complete the mitigation and asked us to leave prior to results returning for the potential ***. Had the insured allow us to complete the project,while following the guidelines laid out by ***, we would have been able to provide a completed service. However, with the insured instructing us to pick up our equipment and leave we were unable to do so.
  At this point we will not be returning to the insured home under any circumstance as she has created a hostile work environment. We have only billed *** for the services rendered and will not be providing any additional services to the insured.
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20522124
  
  I am rejecting this response because it contains hearsay, which I will not address, and blatant lies! 

  IF HCR has any test results, they should submit the complete laboratory analysis report, including chain of custody forms, for investigation. The insurance company is not involved in this BBB complaint.
  

  On 09/11/2023, I contacted and left a voicemail for **** *******, an independent home improvement contractor who was referred to me by his neighbor, **** of Galaxy Plumbing from whom I attempted to get an estimate for removal of the tub full of sewage residue that HCR did not clean or remove. I was unaware that JM was associated in any way with Hydorclean Certified Restoration when I contacted him to obtain an estmate for restoration of the property following the neccesary abatement. ** called me back on 09/14/2023, and informed me that he was semi-retired due to health issues so could not take on additonal work. He went on to say that he was curious about who was calling and where I'd gotten his contact information, then after hearing about my situation said he knew a company and suggested HydroClean Restoration to complete the remaining mitigation. I informed him that they were the company who was sent by the insurance and had done an incomplete, substandard job. During our 50 minute converstion, he disclosed that he was offered a consuting position with ***, would be starting in the near future, and offered to speak with the owner ******* in an attempt to mediate our dispute. I told him that it was okay with me as I believed it would be more beneficial for HCR to address the situation now, rather than spending the time and legal fees to  

  **** ******* came to my home under false pretenses (acting like he might be able to provide some insight on how to proceed), was not granted access as an official employee of HCR or any other remediation company, hence was not allowed to take pictures. When he informed me that he could not perform any repair work until after an MRI, scheduled in two months, cleared him of the stage four prostate cancer he had several years ago, I told him that he had wasted my time.

  HCR presented a bill to my insurance company for services they did not tender and I have the photographs to prove same. Spraying a microbial agent on a floor that has not been cleaned or sanitized is ineffective and unacceptable. The tub did not require approval for cleaning and should have been cleaned to remove the bacterial contaminants prior to disturbing the air in my home. The vents should have been covered, and the entire area sealed prior to any demolition work, due to the various ways that the dust, bacteria, and debris could travel thrughout, includiing to the living space on the main floor of my home.

  HCR is attempting to avoid accepting respoinsibility for their negligence and I will not accept the testimony of anyone who was not involved in the remedition process or have factual evidence to support their claims. *******, ******** were not present for the remediation. ******** came out on 08/21/2023 and took pictures. Between his photos, mine, and the evidence that remains in my residence, the truth should come out.

   

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

  Business Response

  Date: 09/20/2023

  Also, for the record the insured left this message for our project manager yesterday afternoon.
  
  The insured reached out to our project manager (who was previously an independant contractor) to get a price to repair her basement. He informed her that he had accecpted a porition with our company  but would be happy to come out and take a look at the property and report back to Hydro clean/Certified Restoration.
  The insured agreed and allowed him to inspect however when he went to take photos, she refused.
  
  What is most disturbing about this voicemail is that the insures tell our manager that she hopes he DIES from the prostate cancer he is currently battleing (he disclosed his battle with cancer to her ). This ******* to the character of the insured and we as a company are appaled and disgusted.
  
  See voicemail transcript below.
  
  "****, you piece of s*** You actually came to my house on an expedition, A survey expedition pretending that you were coming out of curiosity and then going back and reporting our conversation or um what, you believe you observed in the property trying to, act like you were there in an official capacity.
  You *******.
  You know **** well you were not there in an official capacity , you were not sent out by Hydro Clean.
  And if you were, you were not coming to my house in the capacity of a contractor of Hydro Clean. And you are well aware of that.
  Do not play games with me.
  I know why you didn't answer the phone. You stupid ***.
  
  And I hope you die from whatever you have, whatever disease you're going through.
  I hope it kills your dumb as karma is a *****.
  
  You are a lying, trifling, sorry piece of s*** And you going to have the have a nerve to have a conversation about work ethic with me.
  You don't have any f****** ethics or scruples. And I figure, just like I figured that you came out there when you start taking pictures, I know your piece of s*** a** was up to something.
  You don't have to answer this call. Trust me. I'm gonna deal with it.
  I already told you. I see their response. They're not being paid.
  We'll deal with it in court.
  You are a piece of ****."
  
  Appaling and disgusting, we will no longer have any communication with the insured.

  Business Response

  Date: 09/22/2023

  
  We stand by our invoice and the validity of it.

  
  Our estimate has been reviewed by the customers insurance company (***, who sent us out) for quality assurance and has been paid. 
  Our invoice is accurate and thorough.