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:12/04/2024

  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.

  November 6th and 7th of 2024 HydroHelp 911 came to encapsulate my crawlspace. On the scope of work it states "All work will be completed in accordance with NC/SC state code" which it was not. After removing old insulation, there was mold and they did not inform me. There was No insulation put back in the crawlspace at all which code states there must be insulation. They were also supposed to do a fog mold remediation. They also did not seal the vents or fill all cracks. When I called them after the job was finished to ask about the mold, I was told the fog mold remediation would kill the mold and stop it from growing. According to the owners ******* videos the mold has to be cleaned up before encapsulation can be completed and it was not. He also states in his videos that it is code to put insulation back in the floor or in the outer walls. They subcontracted the electrical work to another company in which no permits were obtained for the work. The work was sloppy and they did not seal the plastic to the foundation wall around the crawlspace entrance. When confronted about the insulation being code they lied about it and said it wasn't code. I had already spoken with the building inspector and knew it was. He also checked for permits which I already stated, none was obtained. Everything I was told by the salesman, project manager, and operations manager, contradicts everything the owner states on his ******* videos and on the company website. I feel they have deceived me and probably many others and I feel they may be committing fraud by knowingly selling something they are not actually providing.

  

  Business Response

  Date: 12/20/2024

  Ms. *********,

  This situation is regrettable, but it necessitates a clear account of our perspective for the benefit of future customers. We acknowledge our errors. As a reputable company with over 400 five-star ****** reviews, we uphold our work and take responsibility for our shortcomings. This was conveyed to both you and your husband. We strive for perfection, yet occasionally fall short, as we did in this instance. This was promptly admitted, and we offered to rectify the two minor issues: the foundation vents/cracks and the crawl space door plastic.

  Despite documented proof, we were denied three times to remedy these issues. Subsequently, these minor concerns escalated into a list encompassing tasks beyond our contractual obligations and those you agreed to handle. Ultimately, you demanded foamboard insulation on the wall without paying us, threatening to involve the licensing board and legal counsel. This suggests an attempt to gain services not stipulated in our contract, especially after your text confirming you would manage the insulation (text sent on 10/11/24 at approximately 1:53 pm).

  Regarding the scope of work, while it states adherence to **/SC state code, our contract applies this to specific line items. We cannot bring elements up to code that we don't provide, and you declined insulation, stating you would handle it. This absolves us from bringing your entire home up to current building code, an unreasonable expectation for a contractor performing a specific, contractually outlined job.

  No insulation was placed back in the crawl space, which code mandates. However, our contract did not include this, aligning with your text stating, "we will do the insulation and boards sent on 10/11/24 at approx. 1:53 pm)." We acknowledge the ** building code but cannot be held accountable for something we were explicitly excluded from doing.

  The mold fogging was completed as agreed upon during our phone conversation on November 14, 2024, at 8:55 am, primarily to address the odor.

  Admittedly, we did not seal the vents or fill all cracks. We were prepared to rectify this but were denied the opportunity three times (documented).

  During our post-job discussion (phone call on 11/14/24 at approx. 8:55) about mold, the fogging was explained to render the mold dormant in conjunction with the dehumidifier, effectively halting its growth once the dehumidifier acclimates the environment.

  Regarding the subcontracted electrical work and permits, our electrical line item explicitly states we are not licensed electricians.

  The acknowledged sloppy work and unsealed plastic at the crawl space entrance were to be rectified, but we were denied access.

  Currently, we perceive an attempt to compel our company to perform services outside the contract, based on the comments made to our managers in person, that you would seek legal recourse and go to the licensing board if we did not install foam board insulation for free.

  Customer Answer

  Date: 12/20/2024

   
  I am rejecting this response because:
  The removal of the insulation we were gonna do ourselves but then decided not to. We did not say we were going to handle putting the insulation back. Even though you are not licensed electricians you contracted the company who did and therefore need to get the proper permit. Your paperwork states the job will be performed according to NC/SC code and it was not! I feel this company was being deceitful and definitely overcharged me for the work that was performed. When ***** and the operations manager came out they even stated it was code to have insulation after the operations manager first denied it. I am very disappointed in the lack of care and concern they show toward customers and the poor workmanship.

  

  Business Response

  Date: 01/02/2025

  Attached you will find evidence that confirms the decision to forego insulation replacement was made with your full awareness and understanding. As the picture clearly illustrates, you specifically inquired about the insulation, and we explicitly stated it would not be reinstalled. You subsequently approved the project to proceed on this basis.
  
  It is important to note that this matter only arose after you and your husband repeatedly declined our attempts to rectify two minor, unrelated issues. We documented four separate instances where we offered to return to your property to address these matters, but our offers were refused.
  
  While I understand your dissatisfaction, I must emphasize that all aspects of the project, including the decision to not replace the insulation, were clearly outlined in the contract you signed. We take transparency seriously, going so far as to include video links and highlighted key points within the contract to ensure clarity. This level of detail is not standard practice in our industry and underscores our commitment to open communication.
  
  Furthermore, our reputation speaks for itself. With over 400 positive ****** reviews and numerous video testimonials, our track record demonstrates our dedication to customer satisfaction.
  
  We are confident that we have acted with integrity and professionalism throughout this project.

  Customer Answer

  Date: 01/07/2025

   
  I am rejecting this response because:
  

  I paid $14,000 for an encapsulation which I did not receive. According to the owners own ******* video what is NC Encapsulation Code, he states NC code requires insulation in some form and it is up to the owner whether the insulation is installed in the floor or the walls. It also states that insulation is part of the encapsulation process on their website under Encapsulation Process. I even spoke to the Gaston County building inspector who also stated it was code for there to be insulation installed and he sent pictures of the code book. As their contract states under Crawlspace Encapsulation, All work will be performed according to NC/SC state code, which mine is not. They also did not seal all vents, cracks, and other openings as per contract. As you can see the salesman stated the floor needed to dry for at least 6 months before putting insulation back in the floor, that is why I wanted insulation in the walls and because I found mold that was not brought to my attention after HydroHelp 911 had supposedly completed the work. The only things I received for $14000 was vapor barrier and a dehumidifier. I had another company come out recently for a quote to to do the encapsulation correctly and it was only $7000. This included taking down the plastic and removing the dehumidifier HydroHelp had installed, putting insulation around the walls, a vapor barrier, and installing a dehumidifier. As for the 400 ****** reviews, I wonder how many did not get what they thought they were getting but have no idea.

  
  

• Initial Complaint

  Date:09/15/2023

  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.

  Transaction was suppose to happen 09/12/23 between 8:30-9:30. (Have screenshots from my client) they ended up coming a day early. Which I understand if something got misunderstood but I couldnt make it that day due to other obligations. I spoke on the phone with the contractor and he mentioned that they came early and he would finish same day. I told him I couldnt make it the time he disclosed but if he could let me know when they were done I can make it that day or the next. I never was informed that the job was finished. As they proceeded to tell my client that the job was done and charged her card. A few days later I reach out to contractor in a text wondering why I havent been informed about the work being done. Naturally we go check the work site and its still unfinished. The floor was still slanted and unfinished meaning they charged my client and the job was not approved with a final walkthrough I then call to get an understanding as to why Im not informed about the finishing of the work. She then tells me this isnt proper practices from them to not inform their clients about finished work but they thought I was not available. Heres the truth, I was available to come see the work it just had to be later that evening or next day. (I have a recorded line that shows the whole conversation.) I was willing to meet and compromise even after them throwing me completely off showing up a day early. But I cant compromise with bad work being approved by them.

  

  Business Response

  Date: 10/04/2023

  ***,

  We sincerely value your feedback. In consideration of both our prospective customers and the constraints imposed by the Better Business Bureau's response timeframe, I have devised a comprehensive plan following our recent phone conversation.

  The purpose of this plan is to conduct a thorough review of the circumstances surrounding this particular case, which involved multiple parties, totaling five in number. Our objective is to enhance our approach to such situations, ultimately resulting in an improved customer experience for all our clients going forward.

  During our telephone discussion, you indicated your satisfaction with our conversation and your belief that the issue has been successfully resolved. Should there be any change in circumstances or if you require any further assistance, you have my personal number.

  Once again, thank you for your valuable feedback. We remain committed to continuously improving our services and ensuring the highest level of customer satisfaction.