Complaints

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

close

Find a Location

Green Home Solutions has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Green Home Solutions

  2588 Vance Drive Mount Airy, MD 21771

• 

  Green Home Solutions

  P.O. Box 503 Mount Airy, MD 21771

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:06/24/2024

  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.

  A failed sump pump caused my basement to flood. I hired Green Home Solutions on 10/12/23 so that they could remediate my basement for the flooding and ******* initial proposal and invoices had everything lumped into one line item price with the items listed underneath. It took 6 requests to get an itemized bill, but were incorrect and didn't add up correctly. They added an item chemical called Bioshield 75 listed for $5411.25. The insurance company stated that amount cannot be correct for a chemical. He also added a line item for Commissions and Franchise Fees in the amount of $3,571.76.I've tried many times calling and emailing to get a correct invoice and my insurance company has also called and emailed Mr. ****** with no response. He refused to cooperate and provide the necessary correct invoice for me to be reimbursed.He is refusing to work together to solve this issue or provide a correct invoice, so I'm requesting a refund since he won't allow me to get reimbursed by my insurance company. I was very willing to work with him and we also had other issues that I was willing to work out with him, but he decided to have no communication or work on resolving all the issues.I did make two payment to the company even though my insurance company said that they should of waited to be paid by them. I made an initial payment on 10/26/23 in the amount of $3,533.34 when I initially contracted with them and then made another payment on2/28/24 in the amount of $8,044.46 for a total of $11,577.80. This is a large amount of money that I'm being prevented to get reimbursed for by my insurance.Thank you for your attention to this matter. Please let me know if there is any other information you may need. I am uploading the proposal, and two other invoices that were obtained, but not correct. They also have no tracking for their invoices. Once they make a change to the invoice, it completely changes any links that you have for any prior invoices.Thank you!

  Business Response

  Date: 07/01/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to address them promptly and fairly.
  We would like to provide some context and clarification regarding this complaint.

  
  Firstly, we have it in writing, and the customer concurred, that our services are not contingent upon insurance reimbursement. This understanding was reiterated in an email received on March 12, 2024, confirming that the customer was aware of this policy.

  
  To assist the customer with their insurance claim, we modified the invoice seven times on the following dates: December 18, 2023, January 3, 2024, January 10, 2024, January 20, 2024, January 30, 2024, February 5, 2024, and March 13, 2024. Despite our efforts to accommodate these requests, it appears that there was still some dissatisfaction with the invoicing details.
  The payment for our services was received 97 days past the due date. The additional amounts reflected in the final invoice were finance charges accrued due to the delayed payment. However, in good faith, we waived these finance charges to resolve the matter amicably and move forward.

  
  We completed our work on time and at the agreed-upon price. After waiving the finance charges and believing the issue resolved, we were disappointed to receive further negative feedback and a complaint on the BBB. Additionally, the customer requested that we alter the invoice to remove any reference to "mold remediation." We refused to do this, as it would constitute insurance fraud, and we maintain high ethical standards in our operations.
  
  Regarding the specific concerns in the complaint:
  The line item for the chemical Bioshield ******************************************** the invoice based on the services provided. 
  The itemized bill was revised multiple times to meet the customers needs and assist with their insurance claim.
  The "Commissions and Franchise Fees" line item was included as part of our standard invoicing practice and was communicated to the customer. -
  We regret any inconvenience this situation may have caused. Our goal has always been to deliver quality service and transparent communication. We hope this response clarifies our position and the efforts we made to resolve the customer's concerns.

  
  Thank you for your attention to this matter.
  Sincerely,
  ***** ******
  Green Home Solutions of Mount Airy

  
  

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21887854
  
  I am rejecting this response because:

  This is in response to Green Home Solutions response to my complaint submitted on 6/22/2024 assigned ID ********.
  
  At no time have I ever claimed that payment for the services were contingent upon insurance reimbursement for this case.  That has nothing to do with this complaint.  The issue on payment had to do with an item being thrown out by Green Home Solutions that was not supposed to have been thrown away.  That is the reason that payment was not made.  I brought it up to ***** and he did not offer to deduct it from the bill, so I was waiting on a resolution.  ***** decided to take care of it on a quote for the repairs to items that had to be replaced.  That quote was waiting for insurance resolution so that is why payment was withheld.  It was I, that finally asked ***** if we could not just deduct the amount from the bill so that I could make payment.  He agreed and then I was finally able to make a payment, but that is when I noticed the interest.  I just want to be clear that insurance reimbursement had nothing to do with this case. (See email attachment Mail Jan 26 2024 ****** ****.  The proof to that is, that I paid you without getting any reimbursement from my insurance company.
  
  To assist with the insurance claim, you did send an invoice on all the dates you specified except I do not see one for 5/5/24.  In fact, there were a few dates that you missed.  I received an invoice on these additional dates as well:  12/21/23,12/28/23, 1/8/24, and 1/16/24.  The issue was that every invoice that ***** sent me was the same.  Not one of them had the line items itemized.  The first time I received an itemized invoice was when you sent it on 3/13/24 which is the document named rose_itemized invoice.  All the other ones that were sent prior to that had no changes made to them and I have the email chain if you would like it.
  
  At no time was it discussed with me that the finance charge would be waived in lieu of getting a correct invoice.  They were two separate issues and I was trying to work with you to resolve things, but I never agreed that waiving the finance charge was acceptable to replace a proper invoice.  
  
  Let us discuss the rose-itemized invoice.  The proposal document dated 10/12/23, shows the amount to be $11,777.88.  The referenced invoice dated 3/13/2024 shows the amount of $14,286.73.  I have asked why the difference and have never gotten a response to that.  That was also the first time that the franchise fee was added on and I have not ever been told what that is for and why it suddenly is showing up on the invoice.  Prior invoices, such as the one dated 1/20/24, did not have that line item on them.  If I deduct the franchise fee, the amount is $10,714.97.  That still does not come out right.
  
  In reference to your statement about insurance fraud, at no time was I or the insurance company asking for anything fraudulent to be done.  The only line item you had with an amount on it said mold remediation. The insurance company requested an itemized invoice leaving all items that had to do with flood/water damage and mold to reference flood/water damage and that any items being 100% for mold to be left off.  At no time did I ask that any line items be changed to state something that it was not for and leaving the mold items off would just decrease the invoice to the flood items only.  Nothing pertaining to fraud was ever requested.  The insurance company merely wanted an itemized invoice that just had flood/water damage items on it.  They decided they would accept it with specific mold line items and then remove it themselves if it added up correctly and for the correct total.  It did not add up correctly.
  
  Bioshield 75:  The line item for Bioshield 75 was not even on the proposal.  It only had for the application of the product.  The insurance company only requested for a verification as this item was extremely higher than all the other sprays and they just wanted justification.  When they tried to research it, they did not show that this product was this expensive. They also questioned it as it was not on the 1/20/24 invoice, but shows up on 3/13/24 invoice like the franchise fee. This raised a lot of questions with the insurance company.
  
  Itemized Bill:  Out of all those invoices, only two of them had itemized amounts for each line item.  Between the first one not adding up correctly (dated 1/20/24 have you gone back and added this one up?),having different amounts, having one line item added with an extremely high amount, and having different line items, I am sure you can see why the insurance company has concerns.
  
  Tracking System: You have no tracking system for your billing.  Every time you make a change to the invoice,it changes all invoices that have ever been sent.  If you have not printed them off, you would never know what it originally looked like. If I go back to an invoice email you sent in Jan, it now looks the same as the invoice from Mar.  This is why you cannot go back and see that all the invoices ***** sent was not itemized.
  
  In closing, you were aware that there were still issues with the itemized invoice.  The insurance company called and sent letters several times with no response.  I can get the dates and times if needed.  I also sent you an email on 5/10/24 (attached) you responded and asked how you could help.  No effort has been made to comply with the insurance companys request.  I thought I had sent an email to you on 4/8/24 (attached), but I see that the reply all did not work apparently. 
  
  Resolution:  I would appreciate it if you would provide an itemized invoice that matches the price of the proposal, with the correct line items, adds up correctly, and if it applies to water damage and mold to just specify water damage, if it applies to mold specific items to specify it is for mold only.  The insurance company would also like clarification on why the Bioshield 75 is the high price that it is.  If you do not want to provide me with what I need to be reimbursed by my insurance company, then I would like you to refund my money.   I did NOT have to pay you, but I did and wanted to once we had a resolution to the thrown-out items.  I was very willing to work with you on any other issues, but you chose to stop all communication.  You are preventing me from being reimbursed.  How is that fair to your customer?
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/22/2024

  We appreciate the opportunity to respond. Our end goal is always the same: to help make air better for each customer and to do with excellent customer service. For Ms. ***** we have invested time to explain our processes and invoices (including the difference in amounts), as well as the expert mold remediation treatment we provided for her home. We explained the itemized invoice, including the $11,777.88 that was quoted to her and the $2,708.85 that amounted to finance charges. We verbally and in emails explained the finance charges for past-due accounts, and the policy for finance charges for past due accounts is explicitly stated in our invoices as well. We are a small business and cannot afford to have delinquent payments. The total quote ($11,777.88) and the finance charge ($2,708.85) amount to $14,486.73. Even though the customer was 97 days delinquent in payment, we waived the finance charges. We also reimbursed the customer $200.00 for a railing that our technician team inadvertently threw out, and we gave the customer a $1,500.00 veteran discount. 
  
  Additionally, we do not interface with insurance companies directly. For this customer, the insurance company contacted us directly. We explained our invoice and the work we completed. The customer requested that we remove references to "mold remediation" in the invoice, which we refused to do as doing so would constitute insurance fraud. I believe that we have acted in good faith, that we have provided an excellent mold remediation service, and that we have accommodated the customer's requirements to the best of our ability in accordance with our ethical standards and company policies.
  
  
  Thank you for the chance to respond.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21887854
  
  I am rejecting this response because:

  Green Home Solutions has still not provided me with a proper and complete invoice.  It seems that they just keep repeating the same things and not addressing the specific issues.  As far as the finance charges are concerned, there is no questions as to what they are and why they are on the invoices.  Although, no one ever spoke to me about them verbally, I only received emails.  Finance charges should not be added when there are unanswered questions and discrepancies about the invoice. The subject of finance charges does not need to be discussed any further and is not part of this case.

  Let's discuss the issue of the following statement in their response:  "The total quote ($11,777.88) and the finance charge ($2,708.85) amount to $14,486.73."  I have an invoice I25911339, dated Mar 13, 2024 in the amount of $14,286.73 which has a $200 difference.  I'm attaching it for your review since there is no tracking for their invoice process.  This invoice which is very close to the amount they  reference, has no finance charges on it, but does have the newly added line item for the franchise fee (not on the proposal).  At no time has the franchise fee ever been explained to me in writing or verbally.  I would still like to know how it was added when not on the proposal and what it is specifically for.  I am attaching multiple emails where I asked over and over to have it explained with no response.  I don't see any attachments from them showing the proof in any emails where this was explained.  How does this invoice total close to the amount they are referencing without the finance charges?  This shows that the total increased from the proposal amount not including the finance charges. Why????

  I still do not see any answer or explanation as to why the newly added line item for Bioshield 75 (not on the proposal), is such a high amount of $5,411.25 compared to the other chemicals.  Why was this added to the invoice when it was not on the proposal?

  I had already responded to the "fraud" comment on the last response, but it is also being repeated again so I'll explain it again.  The initial proposal has only one line item on it with the total amount specifying "mold remediation". The insurance company asked me to have them itemize the invoice and for the entire invoice to not have the one label of "mold remediation" as they needed itemized line items to know which items pertain to water or water and mold or just mold.  This was to make it easier for them to chose the necessary line items that pertained to the claim.  At no time did I ever request that anything be labeled incorrectly or changed in any way to constitute fraud of any kind.  Hopefully, the topic of fraud no longer needs to be discussed as all I asked for was an itemized invoice.

  Mr. ****** states that they have given me numerous invoices to meet my needs, but he seems to forget that the first seven (7) invoices I received were all the same and no itemization had been done for each item.  When I finally did get an itemized invoice on Jan 30, 2024, it didn't add up correctly so it couldn't be used and then the following one still didn't add up correctly and had additional items added.  No customer is going to pay for something that they can't even get a correct invoice for. It should at least add up correctly.  ************ provides customers with such an incorrect invoice and then expects prompt payment?

  Green Home Solutions have not met my needs.  The solution is so simple - I just need an itemized invoice with amounts for each line item, that matches the proposal, that totals correctly.  It doesn't matter if you want to show the finance charges as long as the line items add up to the correct total of the proposal plus the finance charges.  That should not be very difficult to provide.  I also need an explanation for the added items if they will be put on the invoice as they were not on the proposal and I did not sign anything to add them. If a customer is requesting something, then it is good customer service to provide what they need.

  My insurance company said that they left phone messages, sent emails, and sent letters to Mr. ****** with no response of any kind.  They received no answers to their questions.

  A correct invoice would solve this issue,allow me to provide my insurance company with what they require, and would end this case as being solved.

  Attachments:  emails with paragraph references for when I requested an explanation for the difference in price (not related to finance charges).  A few emails showing where I asked for an itemized invoice multiple times.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 07/26/2024

  Dear BBB:

  I had said that I would attach the specified invoice in my response to Complaint ID: ********, dated Jul 26, 2024.  I am attaching it here as I forgot to add it to my response.  This document was already attached to the original complaint, but I had specified that I would attach it again.

  Thank you for your assistance in this matter.

  ****** ****