Complaints

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• Initial Complaint

  Date:02/23/2024

  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 contracted with Atlantic Environmental Solutions for mold remediation in my house. Their website says "100% Satisfaction Guaranteed."We created a scope of services for my issue and a price. We then revised the scope of services once I hired a mold consultant who outlined a proper protocol for my particular issue. That scope was accepted by Atlantic Environmental Solutions.Atlantic did not follow the scope, specifically on the note of "sealing/encapsulating all surfaces." As a result, my home continues to be contaminated with mold. At their request, I procured an inspection with air sample testing to confirm the presence of mold after their remediation efforts. When the air sample revealed the continued presence of mold, their response was to call my mold inspector and accuse him of falsifying the data. They harassed my mold inspector and my mold consultant instead of working with me to find a solution. Accordingly, I would like to cease contact with them. I have not paid them for their services. I will instead have to hire a new, more competent company to solve my mold problem. Further interactions and documentation is included in the attachments.

  Business Response

  Date: 03/04/2024

  We performed this work and received a 4th party report that states the work is complete. The hygenist involved with this client is not the original hygenist that wrote the protocol we followed and has performed a "research" type test not recognized by the industry and failed to inform us this test would be used. Furthermore the property is free and clean of mold in its construction state. We have been in business since 2006 performing thousands of Remediations over the years with not one unsatisfied customer except this one. She has been mis lead by her hygenist and has 30 days to pay the invoice or we will be seeking legal action for our payment of work completed.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21336639
  
  I am rejecting this response because:

  I hired a local certified industrial hygienist to perform clearance testing. My original mold consultant lives in ******** and I would have had to pay a travel fee for him to do testing. It is my prerogative to hire whomever I may choose for whatever services I may need. The local hygienist performed air sample testing, as requested by ***, per industry standards. He also performed a dust sample test, which was not requested by ***. BOTH tests showed high levels of mold spores, shown in the original attachments. My industrial hygienist would be happy to speak on his methods. AES conveniently does not acknowledge in this statement that they requested an air sample test. They continue to change the goal posts, stating that the "visual test" that their microbiologist performed revealed no mold. *** was not hired to remove visual mold explicitly. They were hire to clean and encapsulate all surfaces in my home, removing or trapping all alive and dead mold spores. They assured me that after their services were completed, any clearance testing would come back clean. Per clearance testing, their cleaning and encapsulation methods were not sufficient as the house clearly remains extremely moldy. Visually, it is evident that they did not encapsulate all surfaces; many surfaces remain rough to the touch and visually unchanged. I conclude that *** did not complete service as outlined in the agreed upon scope.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/07/2024

  ******

  You need to respond to the letter the lawyers have sent YOU IMMEDIATELY 

  No further communication 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21336639
  
  The business did not submit a substantive response and is simply asking to close my complaint. I am requesting to keep this complaint open due to all of the aforementioned reasons.
  
  Sincerely,
  
  ****** ****