Complaints

This profile includes complaints for Advanced Environmental & Restoration Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Environmental & Restoration Services

  Honeoye Falls, NY 14472-9754

• 

  Advanced Environmental & Restoration Services

  PO Box 57 Honeoye Falls, NY 14472-0057

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:05/15/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Josh promised a new dehumidifier to be installed aa part of a project to remove clay drain tile and install new drainage system plus sump pump. He said there were delays wil revieving the dehumidifier, then said he had it but was going to wait to install in the spring. Has not returned any voicemails or texts i have left at least a dozen in the past month. No one answers the phone

• Initial Complaint

  Date:05/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  In Feb of 2023 we came home to a flooded basement. We called Advanced Environmental and they come out within 24 hours. Over the next few months they took care of mold abatement, demolition and some drainage problems. The owner told us he could do the renovation as well. We gave him a check for $11,030 based on the fact that the first three phases were completed to our satisfaction with the exception of filling in the drainage trench. He started work(barely) and from May through September we tried to get them here to finish the job. After much back and forth on December 12 we agreed to a settlement of $8,500. He sent me a check that bounced. After that we agreed he would send a certified check for the amount. He has pushed the payment promise down the road with various excuses.

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 contracted with Advanced Environmental in July with an end date of October 1st. The scope of work was to install new gutters and a french drain around the foundation of the house. The provider said that the lead was about 2 weeks but work did not start until September 26th. On September 29th the gutters were removed from the house and during the french drain installation our main sewer line was cut. The provider didn't notice that they had severed our main sewer line so they buried the new drainage. The french drain filled with sewer and our toilets started gurgling. We called a plumber because we thought we had a clog. They said the snake poked out to fresh soil so we knew we had a bigger problem. The provider did come out and fix the main sewer but has yet to complete any of the other work. We did not have gutters on our house until we contracted a separate company to put them on in the first week of December. We have had an open trench around our house from September until now December 20th. We have yet to receive a refund for any of the uncompleted work, which totals over $3000. The provider has promised on several occasions to mail or drop off money but it hasn't happened. The plumbing and pipe scoping work required when the sewer line was cut totaled over $900. We still have an open trench and what should have been a 2-3 day job has stretched over 6 months with so many excuses as to why.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 11/30/22 we paid Advanced Environmental $20,000 (we paid in full in advance, regretfully) for asbestos abatement (see attached cashed check). They "threw in" mold abatement and completed 9 man hours of mold abatement. After this work, we heard from one of the mold abatement workers (or possibly subcontractors) that they do not regularly do asbestos abatement. We decided to delay work to the spring due to concerns about safety with asbestos abatement and heating in the winter. After doing a more through review, we determined that they were not licensed in NYS (as far as we could identify) to do asbestos abatement. We therefore asked for a refund, but appreciating they had done some work offered to pay for the mold abatement they had already done, though it was not our original intent to have such work completed. We had done some research on the company but at the time that we signed a contract, we did not identify significant concerns with the BBB. After threatening to notify the BBB and a lawyer, Josh did finally respond by phone and state he would send an estimated invoice that subtracted the mold work already done. However, we have never heard back on this either. We appreciate that sadly we should not have taken Josh at his word that his company was knowledgable about asbestos abatement. We had received two estimates for the work and theirs seemed reasonable enough so we had gone with them. We regret paying in full expecting the work to be done in a timely manner - Josh was efficient at getting funds in the first place but was not efficient with follow up afterward. Can you please help us get our funds back? We would prefer to pursue with the BBB rather than with legal action. Ideally at this point, we would prefer to get our funds in full. Unfortunately, I cannot pull up the contract because the software they were using no longer seems to work and regrettably I did not save a pdf outside their system.

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Sept.13 we (me and my wife) decided to get our house painted on the outside (exterior). I did a search on my phone which led me to a website called *********. ********* showed several companies available that could do the work and gave phone numbers and/or email addresses to reach them. I emailed Advanced Environmental with pictures to show the house from all four sides. I received a call from Josh who persuaded me to go with his company and wanted me to give him my credit card information. I told him that I don't trust anyone just from the internet and asked him if his company was insured and bonded. He told me it was and if it would make me feel better he would come to my house and show me he was a real person. After arriving we discussed the cost and I could save 10% if I paid the whole amount upfront or 5% if I put half down. The job was to be done Oct.9th 2023. I told him I had been ripped off before and told I didn't like giving money upfront. He was a nice and seemed sincere like he wouldn't take advantage of a handicapped retired individual. On Oct.9 nothing was done. So he rescheduled for Oct.17 and nothing was done. I texted him on my phone in between these dates and he assured me it would get done on the days it was warm enough. He asked if I wanted a refund on 10/25/23 and I believed he was going to give it to me. He said he would check with his accountant to see when he could that to me. Since I hadn't heard anything from him I texted on 10/30 asking him how soon I could see the refund. He said he would drop off a check on Friday 11/3. He didn't show on Fri. On Sat. I asked him if he could just return the money on my credit card. I texted him on Mon. asking if Angel was able to take care of it. Nothing. Tues. he lied to me again and said he told Angel to process the refund on my card and that he assumed it will take a couple of days, but if not received by Fri. he would just bring cash. After that more lies. I'm sick of it and want my money back.

• Initial Complaint

  Date:10/24/2023

  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.

  Company Website: *********************************/ Between July 21 and July 29 of 2023 we entered into two contracts with the vendor totaling over $11,000 which we paid up front. The contracts included wrapping asbestos tape on our ductwork that had begun to grow mold in the garage and basement, and replacing old insulation in our garage with spray foam insulation. We were not satisfied with the amount of insulation they used in the garage, and they completed less than half of the asbestos tape wrapping. We have reached out numerous times to discuss and have the work completed. Below is a record of our outreach in which they have been largely unresponsive. We simply want them to complete the work we had agreed upon and paid for. 8/30 - called and left VM with concerns and request to have work completed 9/8 - VM with concerns and request to have work completed 9/12 - Text message exchange with office staff in which they stated they would get back to me 9/19 - Text message to office staff to request call back to schedule work completion 10/4 - Called and left VM to please return call to schedule time to complete work. The Office phone number we were provided is ###-###-#### The business owner's cell phone number is ###-###-#### The office manager cell phone is ###-###-####

  Business Response

  Date: 10/24/2023

  Advanced Environmental has responded to the customer. We hope to get this done with the date we emailed Dan at. 

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not fully resolve my complaint.  For your reference, details of the offer I reviewed appear below.  While Advanced Environmental has provided a date and time to complete the asbestos tape wrapping (Nov 13 between 9:30-10:30am) which I have accepted, they have failed to address the issue of the insufficient insulation that was applied in my garage. 
  Regards,
  
  ****** *******
  
  Below is the email thread with Advanced Environmental from 10/24/23 through 10/29/23

   

  Thank you, November 13 between 9:30-10:30 arrival will work to complete the asbestos tape wrapping.  
  You have not responded to our concerns about the insulation though.  Please let us know what, if anything, you plan to do to address this.  As I mentioned in my previous messages, we have been told by two separate contractors that an insufficient thickness was applied to properly insulate the area. 
  
  Thank you   
  
  
  From: Advanced Environmental <[email protected]>
  Sent: Friday, October 27, 2023 7:52 AM
  To: daniel <[email protected]>
  Subject: Re: Scheduling - Response Requested
  
  Hello,
  We have the appointment on our schedule for November 13th with an arrival between 930-1030AM.
  
  
  
  Advanced Environmental 
  & Restoration Services
  585-228-5552
  nymoldanddrainage.com
  Healthy Home, Healthy Living
  
  
  
  On Oct 27, 2023, at 7:40 AM, daniel <[email protected]> wrote:
  
  
  ?Hello,
  I have still not heard back from you regarding a scheduled time on November 13th to finish the tape wrapping.  I would also like to discuss the issue with the spray foam that I mentioned in my last message.  Please call or message back before the end of the day today.  I have been notified by the BBB that I must either accept or reject your response.  If I don't hear back from you, I will be forced to reject your response and annotate that you were unresponsive to this message and my reply below.
  Thank you
  -Dan 
  
  
  From: daniel <[email protected]>
  Sent: Tuesday, October 24, 2023 4:15 PM
  To: Advanced Environmental <[email protected]>
  Subject: Re: Scheduling
  
  Hello,
  November 13th will work to get the tape completed.  Please let me know what time you will plan to arrive.
  Regarding the spray foam, I have had two separate contractors look at the work.  While they agree that the mixture looks good and that it was applied properly, they both stated that for insulation purposes not enough material was used.  They informed me that only an inch to an inch and a half was applied and should have been closer to between 3-4 inches for proper insulation.  I would like to discuss the possibility of a partial refund for the cost of the insulation.
  
  
  Please let me know when we can discuss.
  Thank you
  -Dan
  
  
  From: Advanced Environmental <[email protected]>
  Sent: Tuesday, October 24, 2023 12:08 PM
  To: [email protected] <[email protected]>
  Subject: Scheduling
  
  Hi Dan,
  Does November 13th work for your schedule to get the asbestos tape completed?
  We saw you don’t like the spray foam in the garage. Please let us know what you would like in regards to that as well.
  
  
  Thanks, 
  
  
  Advanced Environmental
  & Restoration Services
  585-228-5552
  nymoldanddrainage.com
  Healthy Home, Healthy Living
  
  

  
  

• Initial Complaint

  Date:09/22/2023

  Type:Product 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.

  I hired Advanced Environmental Services of Honeoye Falls (owned and managed by Josh K**** and his wife, Tonya) for several home improvement jobs almost 6 months ago. They offered a 10% discount if I paid in full in advance which I did. On the first day of scheduled work, the owner, Josh, failed to show up to do the work or call to notify me there was a problem and did not reschedule that particular job. A few other jobs were finally started by assigned workmen only to have the workers pulled away to jobs elsewhere leaving my home with no insulation in the main part of the house and exposed moldy surfaces that were polluting the air throughout the main floor area. I do not fault the workmen for these situations since each time they thought they would return the next day but were rescheduled elsewhere. I continually expressed my concerns to Josh and Tonya who finally told me they would set aside a week in Sept or October to work on all the jobs I had paid for in early May and June. On July 20, I sent them an email saying that I no longer had confidence in going forward with any more work and requesting a refund. I had also hired a mold inspector to assess the mold remediation work they had done; the report recommended that I have the work redone and extended to the area they left undone and exposed. They disagreed and I decided not to pursue a partial refund on that work so that I could expedite the refund process. They said they needed 30 days to get the funds to me and suggested an amount that was lower than the one I calculated and had inaccuracies. Around Aug 20, they said they would send a cashier’s check on Sept 15 (amount unspecified) because their money was tied up with a contractor [could not be related to work for me]. On Sept 15, they said “the certified check is mailed today. You should receive it in 1 or 2 days through mail.” I asked for a photocopy; no answer. It is now day 8 and no check has arrived. The amount I am owed is: $20,710.91.

  Business Response

  Date: 10/13/2023

  We have been in communication with customer on the situation we are trying to resolve for the refund. The contractor that was to do the exterior projects and start the project the day after cancellation has not returned our money. We are working every single day to get this money back to our customer. We took time out of our schedules to personally go over what needed to be done and when it would be done in august and September. These projects could not be done all at the same time, that is why it would take a few weeks to complete. Again we are working every single day to get this money, even with paying for the project already we will be returning the money to her. 

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. My response to company’s response:On July 20, I canceled all remaining jobs with the company as well as a meeting scheduled for that afternoon with their worker/ subcontractor? to determine which specific jobs might be started the next day, July 21.  I canceled because I was concerned about the company’s overall pattern of scheduling, canceling with and without notice, starting and stopping jobs and leaving work incomplete.  All of this together with other important issues and the company’s very recent projection that it wouldn’t be until September or October that all jobs would be finished, caused me to lose faith that they would successfully complete the work that I had hired them for in early May and June. They did not mention a contractor issue in their initial response to my cancellation. They said they needed 30 days to get the funds to me.  When I contacted them after 30 days, they said they were owed money from a contractor but did not explicitly say how much or that it was related to work for me; they also said they expected to have the funds by Sept 15 when they would send a refund check to me. On Sept 15, they said they had mailed a refund check to me and I should receive it in 1 or 2 days; now, over a month later, I still have not received it and my several requests for a copy of the check have gone unanswered.  It has been difficult to sustain a belief that a refund is forthcoming while I have not received clear and honest information.Thanks. 

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  About to come up on the one year anniversary of signing a contract with AE and they have still not completed their work nor have they returned all of my money. To date, they still have over $8K of my money which should be sitting in my savings account earning interest instead of paying their bills. I want to make it clear that the staff who works for them, namely Sal, is wonderful and is a great worker/contractor in his own right. When Sal comes to the property he is professional, courteous, hard working, and very timely. I cannot stress this enough. The two owners of this business, on the other had, have done nothing but disappoint us. So many empty promises, over-promising and under-delivering, 3 bounced checks, recently missed appointment for the last phase of our project, and 3 or more unanswered messages to confirm and then to ask why they didn't show and when to expect our money that has been promised since JANUARY! Josh is such a nice guy and I hate to write this review and update but a business person he is not. I wish him and his wife all the best but could never use them again.

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 hired the company for mold remediation and they also quoted work to do an interior footage drainage in my basement as well. They provided an estimate on 4/10/23 (#****) and said if I paid everything up front they would give me a discount. I paid them $4,000. The did the remediation and it was determined that I didn't need the other work. They said they would refund the amount for the work I didn't have done. After repeated communication, I was told it would be to me no later than 7/31. Subsequently, my friend reached out to them via email and wad told I would be getting $2,500 back. They refuse to refund the amount due or tell me when I will get it. This might not be a lot of money to some, but it's a lot to me as a senior citizen living on a fixed amount. I would like the refund of $2,500 for the work that wasn't performed asap.

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  The consumer called BBB and indicated that the matter has been resolved.
  
  Regards,
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Order 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.

  I am a senior with Parkinson's Disease & worked with a friend to design improved walker / wheelchair accessible house with ramps, steps, patio & walkways for front, back & side doors. Advanced Environmental owner, Josh made this verbal proposal: For $15K, less 15% cash discount, $12,856, concrete specialist would construct patio steps & ramp, scheduled start Spring 2023. On 9/29/22 Josh followed us to ***** Holt Road branch, where we withdrew cash and paid him in advance. Teller was very concerned about advanced payment amount & timing. In retrospect, we should have insisted on contract with negotiated payments aligned with project construction milestones, including project start & finish. However, we had built a foundation of trust through previous projects completed in a high-quality manner. We tried contacting Josh in March 2023. He did not answer repeated calls. Later he told us that he had contracted COVID. 4/14 Met with Josh at our home & reviewed drawings. 4/17 Josh spoke with his concrete specialist & they agreed to proceed with project, starting on Monday 5/8. The date was later rescheduled to 6/1. We called Tonya, Josh's wife & office manager on 5/31. She told us that their concrete contractor was out of business & asked us whether we wanted them to hire another contractor or refund our money. We asked for a refund. We haven't heard from company after repeated calls went to voicemail with no reply. Proposed Process: - Get OK to dig - Dig up and remove pavers from front sidewalk. Manually grade & smooth dirt base. - Build front sidewalk frame, line - plastic, fill - gravel, pour cement, trowel smooth, remove frame - Define, machine / manual dig & grade area for patio / pad. - Build frame for patio / pad, line - plastic, fill - gravel, pour cement, trowel smooth, remove frame. - Design & locate ramps and steps for entranceways (front, side, back) - Build ramps & steps frames, line - plastic, fill - gravel, pour cement, trowel smooth, remove frames

  Business Response

  Date: 06/07/2023

  Hello, we have this refund already in our system to be paid by June 25th 2023 by certified check. As we apologized over the phone we were not expecting our contractor to back out of this project so suddenly and had NYS Digsafe already out to scope the area. We again apologize for this. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.**** **** called BBB and said that he had not received the check that the business claims had been sent out. Regards, **** ****