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:04/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We had a water mitigation issue that started in our Kitchen and went to the basement in September of 2022 and hired Faithful to mitigate. While they did come over right away and started on the basement immediately, they did not tear the kitchen out for a month and a half. The water was trapped under the ceramic tiles and cause further water problems in the basement after the basement was mitigated which resulted in mold. We called after finding mold and was not able to find resolution. After numerous emails, Faithful said they would remdiate but did not follow industry standards for mold (did not remove the suggested amount of drywall, containment fell down, no scrubber outside of containment). After remediation, I requested they pay for a third party to test. They stated they would administer the third party test and the same person that did the water mitigation performed the testing. We did not feel this was considered third party testing so we hired another company to test and still have raised levels of mold. They are no longer responding so we will have to hire another company to remediate the mold issue and feel they are responsible to pay for the service.

  Business Response

  Date: 05/12/2023

  This job was opened on Sept. 10, 2022 and we started the mitigation process on Sept.12, 2022.
  
  We got the basement completed, pulled drywall out that needed to be moved along with the cabinets set in the wall and the drying process started that same day of Sept. 12, 2022. Drying of the home started on Sept. 12th 2022 and reached the drying standards on Sept. 16th 2022.
  
  By October 26th the upstairs area that was affected was finally able to be properly taken care of and dried. Countertops had to be removed professionally and the plumbing removed properly as well. We had to remove tile and underlayment along with all the cabinets to get them out of the way to dry the wall and the subfloor that was still wet from being trapped. The drying process started on Oct. 27th, 2022 and was dry on Oct. 31st, 2022.
  
  Throughout this process any and all mold we came in contact with was removed and taken care of to restoration standards to the ***** S550 standards for mold removal.
  
  There was concern in the basement area on March 15th 2023 which was tested by Northern Industrial Hygiene. They found the area to be elevated above normal for Mold. We had the area HEPA vacuumed, treated with Antimicrobials and had the area sealed off with an air scrubber running. All the work was done with a containment up and a negative air chamber to capture any mold spores from entering into the home. All done to the standard required by the ***** S550 standard of mold remediation. The air scrubber ran for 72 hours to properly clean the air. On March 31st 2023, ******************************* returned to the property to do a clearance test. The area of concern was in good standing and passed the air quality test: **********. There it will show under the room name kitchen the air quality was clean and passed for a safe level of mold. As all homes have some form of mold in it but we wanted it at a safe level for the room size and area we were testing which was proven to be at a safe level.

  This information was also emailed to the homeowner on March 31st along with the results for the mold spore count.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19984577
  
  I am rejecting this response because: The attached mold reports show there is still an elevated mold level containing aspergillus that requires remediation. In addition, the room in question is not the kitchen but the basement living room which does show as yellow and states "These rooms had airborne mold concentrations that were moderately higher than we would expect to find in a structure under normal conditions
  when compared with the mold outside on the day and time this inspection was done. These levels suggest that these rooms might benefit from
  additional inspection." on the report Faithful provided.

  The containment was not put up prior to Faithful removing additional drywall and fell down while they were working on the mold remediation after the first initial test from Northern Industrial Hygiene. There was not an air scubber placed outside of the containment which would have possibly prevented mold spores from entering the basement area that should have been outside of the containment, from what I understand. The recommendations suggested by Northern Industrial Hygiene were not followed and therefore the air sampling performed by Northern Industrial Hygiene is still elevated. At the very least, we would like Faithful to perform the deep cleaning on the items they removed as part of the water mitigation and pay for an additional third party test. If that test should come back elevated, we will seek additional remediation from Faithful at that time.

  Northern recommends the following:
  

  Additional gypsum board wall finishes and fiberglass insulation in the affected
  area of the wall should be removed up to two feet past any visible mold growth
  on either side of the wall. These materials should be bagged and sealed upon
  removal and then transported to the waste dumpster.
  Wall cavity surfaces exposed by the gypsum board removal should be HEPA
  vacuumed, sanded, re-HEPA vacuumed and disinfected.
  Following the removal of contaminated finishes, a complete cleaning and
  disinfecting of all remaining materials and surfaces in the areas affected by the
  water intrusion should occur. This should include HEPA vacuuming, cleaning and
  disinfecting of all remaining concrete and wood surfaces.
  All remediated wood framing materials should be treated with an approved mold
  encapsulant material (such as Fosters 40/20 or Fiberlock IAQ 6000).
  All non-porous surfaces in all work areas should be wiped with a sponge or cloth
  dampened with an approved disinfectant product.
  All work should occur inside negative air containment with air scrubbers
  operating inside containment during the work process and for 24 to 48 hours
  following completion of the remediation work.
  Because of the elevated mold spore concentrations in the basement family room,
  it is recommended that HEPA filtered air scrubbers be placed outside the portion
  of the basement not in the containment and allowed to operate during the work
  process and for at least 24-hours following completion of the mold remediation
  work.
  

  Thank you!

• Initial Complaint

  Date:04/24/2023

  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.

  On December 24th, I came home to a broken pipe which had caused water damage in my basement. My neighbor recommended I contact Faithful Disaster Restoration. I did this and they said they would send someone to my house to evaluate and begin cleaning it up. In the meantime, my boyfriend and I moved a majority of my personal belongings out of my basement and extracted a significant amount of water from my flooring. After Faithful arrived, they took down wet sheetrock and pulled my flooring up to dry it out. They could have saved days of drying equipment rental if they had pulled my pad out on day one, but they chose to lift it and attempt to dry it, racking up my bill. After 7 days and the pad still being soaked, the pad was removed as I did not feel comfortable having pad that was soaking wet for a week remain in my home. They told me they would work with my insurance. The first bill they sent to them was in excess of $18k for completing a job that was essentially half done by the time they arrived. After "negotiating with my insurance", they came down to $15k. Insurance sent me a check for $10k and told me their prices were completely unacceptable. I asked them to accept the $10k check as payment in full. They declined to do so stating since they are a large company with higher overhead costs, they charge higher prices. This is understandable, but to be nearly DOUBLE what insurance quotes using the SAME software is insane. With not being able to reach an agreement with insurance, they have now sent an intent to file a lien against my property for nearly $9k, meaning while they were willing to negotiate with the insurance company, they are now coming after me for the entire amount originally billed. As a company that has the word "Faithful" in their name, they are less than ethical. Their pricing is insane, they encourage insurance fraud, and they charged me for things not completed.

  Business Response

  Date: 05/12/2023

  We were able to get the insurance to agree on payment for the mitigation work that was completed. Therefore, the balance owed by the customer is now paid in full. We have attached the paid invoice to reflect that the customer no longer has a balance and we have removed the intent to lien for this property.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19978150
  
  I am rejecting this response because:

  Faithful did not do anything to resolve this issue. I made a request to have management call me, and heard nothing back. If I had not reached out to insurance myself (multiple times), Faithful would have moved forward with putting a lien against my house for $3k over the negotiated insurance price, which included charges for work not even completed. The pricing policy of this company is outrageous. I have received multiple professional contractor opinions that confirm the prices charged by Faithful almost double what other companies charge. Being a company that consumers call in rushed emergency situations, it is unfair to charge such high prices without disclosing that they knowingly charge more than reasonable companies. This is taking advantage of the consumers that keep their business alive. I will never ever recommend Faithful to anyone I come in contact with, and will be sure to inform everyone of their unethical business practices. 

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