Complaints

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• Initial Complaint

  Date:08/17/2023

  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.

  Date of transaction: 07/18/2023 Amount Paid: $1500 I was told and read the contract about the abatement. The total process I was told would be the abatement/removal and the air quality test. I only needed 4 linear ft removed in my antic in which i was quoted a $1500 minimum for the work for the small amount of work. On the day of work the owner had his employees show up to my house without calling and they spent 30 mins sitting on my porch without letting me know that they had arrived. The total amount of time on the work site was about 2 hours, they started at 9am and left around 10:30am. They were suppose to do a 24hr air equality test but told me it was done while they were there, 2 days went pass and i still did not receive a report. I emailed the owner and he said that he forgot to send it because he was busy but then sent me a letter from another company other than his with a spreadsheet that looks put together not an actual form. I have attached photos of how they left the work site as well as air quality sheet, contract, and receipt of transaction for $1500. I disputed with the owner about the charges and the amount of time his crew was onsite versus, the lack of care to leave the site not to code, and the air quality test that was not done properly. I had a state contractor come that week to inspect the site and i was told that the site should not have been left as such. Your help with this issue is greatly appreciated, thanks.

  Business Response

  Date: 08/17/2023

  Good Morning - The client above reached out expressing concerns about the work, which we responded to in order to clarify the process of the work he hired us to do. We suggested meeting on the site to go over the issues in person and address the situation, but we never received a response from the client. Our minimum cost for $1500 is a standard company minimum for hazardous material removal and third party testing regardless of size or duration. The client was well aware of this because he read and signed the proposal well in advance to the work being performed, and we discussed the process several times. I personally called the client the day before the work was done to confirm if we were still good to perform the work the following day and he confirmed that we were. I told him that we would be there at 8 AM the next day and he informed us that his neighbor would be letting us in. On the day of the work, our crew was not met by his neighbor until 30 minutes after our arrival. I called the client again to check in and make sure his neighbor was still coming at which time his neighbor let our crew into the house to do the work. The removal of the pipe insulation was done under a mini containment and then the ** did a PCM final clearance which is what the state of ******** requires. I am not sure where the client is getting this idea that there was supposed to be a 24-hour air quality test because that was never discussed nor is it stated on our proposal. The final clearance is done by a third party company because it would be a conflict of interest for us to clear our own work. The next issue is that the client's inspector made comments about the current condition of the flue pipe, which was not up to code because the owner did not take the necessary steps to seal and/or repair the pipe following the removal. As an abatement contractor, we do not repair or install piping and the owner was aware that he would need to hire a contractor specializing in this work to work on the flue after the abatement so that it is 100% functional and up to code. Once we received his concerns and complaints we responded via email and requested a meeting on site. Since then we have not received an email response and the client has refused to answer phone calls. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20481695
  
  I am rejecting this response because: I asked for the business to respond and was told they would come by to explain the work. All I got was phone calls trying to explain the same issue and I didnt respond back to the last call because he wouldnt give me an exact date. He would not explain the air quality test and the third party contractor who performed the test. I
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/28/2023

  The client's rejection is invalid and unjustified. He states that we did not respond to our calls because we did not give him an exact date. The attachments on this response were also included in our original response to this complaint. In our response to the client's email we requested to meet at the house on Monday, the next available business day in order to address the situation immediately. The client did not respond back to this email to confirm whether Monday was acceptable or not nor did he answer our calls as he himself just stated. We explained the process prior to the client signing our proposal as we verbally discussed it numerous times over the phone, and it is detailed on our proposal. We also re-iterated this in our response email to further clarify his concerns. The client has been un-responsive even after this complaint was received. It is evident that the client does not wish to address this situation through a meeting on site to verify the complaints and allegations, so that we can address any issues or concerns. Due to the lack of response and communication despite our efforts to rectify and/or further clarify his concerns, we believe that we should close this matter out. We are more than happy to come back out anytime, but without communication there is nothing we can do.