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:12/30/2024

  Type:Service or Repair 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.

  On 6/8/24 I called The Mold Removers LLC for an estimate. *** came out & gave one right away. Over next few months I was planning how to make payment for ***** services. On 8/7 I scheduled the work to be started. On 9/11 they arrived & started treatment. Over the course of whole project I had various tools go missing. On 9/21 ***** wife came out to replace drywall & put wood floor in. On 9/22 I found a cut in my bathroom floor in center of room. The company took no ************* felt forced to replace entire bathrm floor. I was not provided flooring samples for either room. Upon looking myself for options I ran into problems trying to match the same thickness of floors. ***** suggestion at that point was to bring bathrm floor into bedrm which was not original plan. I asked *** to look at bdrm closet to replace that floor since he was already replacing the 2 rooms next to it but ultimately could not have this completed even though he measured for it due to lack of material as they overlaid & pieced together my bathrm floor. The floor replacement took place on 10/4 &5. The wallpaper & flooring were not as we discussed originally but his best available option when buying on the same day he was installing. The outlet cover was unable to be put on properly but he said it was still useable. When I expressed my complaints I was told "you can't criticize a piece together job." I was not offered option to use another company to replace flooring. When I requested a receipt for my 2nd card processing it wasn't provided. He only completed a written receipt before leaving. On 11/22 I found a larger problem of mold caused by my hot water heater, which I was told by **************, should have been caught especially since it was a whole home treatment had *** looked at it while he was here. On 12/17/24 I was taping the wallpaper as I saw it was loose & taking a step for better leverage, the floor broke away under my weight. I was essentially told it all needs ****** properly.

  Business Response

  Date: 01/07/2025

  The Mold Removers LLC take all complaints very seriously. We never received any complaints from Mrs ***** and we were un aware she had any concerns about the work completed. When we received a letter from the bbb we contacted Mrs ***** immediately. She was given the option to 1. Refund in the full amount paid for services. Or 2. Have a new contractor **** the work, we completed and we will cover the amount. We deny all accusations of theft and or any wrong doing.  We stand behind the fact that all visible mold was removed and remediated properly in the areas treatef. We are not liable for any new mold growth in or around the home as per our agreement. No amount of mold remediation can deem a entire home 100% mold free. There can always be hidden areas of mold around the home. We are only able to treat what we can visibly see. 

  Customer Answer

  Date: 01/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22737439
  
  I am rejecting this response because: Please see attached file.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/23/2025

  1) we are very sorry to hear that you are upset. We are sorry you felt as though you could not speak to us about your concerns after the fact. We do our best with communication and giving our customers multiple options. Before and after treatment
  
  2)We are not Responsible for all mold throughout a entire property. No company can gurantee 100% of mold removal for the entire lifetime of a home.  We simply remove all that can be detected at the time of remediation, In the area of treatment. A new leak can occur at any point and cause new mold to form. We follow all mold Remediation guidelines. Those guidelines included removing the floor as we must cutt at least a foot in each direction. We are not always aware of what needs to be removed until the area is opened up. But make it a point to discuss with the customer. Mold and water damage hides under items and can often look as though nothing is wrong. Once the area is open we must follow the mold. We did not charge any extra we actually gave numerous discounts because finances were such a concern of yours. We felt as though we went above and beyond to accommodate your financial needs. That is why everything is pieced together as we thought was agreed upon at the time of work. 
  2)  We gave you the option to replace the entire floor but due to finances you had declined that option. Therefore we matched what was existing. We pulled up multiple samples of flooring to best match your current floor. As well as multiple wall options including paint and or wallpaper. All of which you chose the final product. 
  
  3) new leaks and mold can occur throughout your home at any point we are human and can only detect what is visible or showing signs of mold and or moisture. If no signs are present there's nothing we can do. Mold and water hide under items and can take years before showing any signs for detection. At anytime new mold can show up in your home. Nothing any company does can gurantee this will not happen. 
  
  As you stated your water heater leaked in November that leak can lead to new mold growth in the area that was previously treated. Any new leak can cause new mold and no amount of treatment can prevent that. 
  
  4) you are more than welcome to do with what you wish with your complaint we are simply trying to resolve the issue with you. We are willing to issue a full refund with or without the removal of your complaint. We have never had a bbb complaint you are in fact the first
  
  5) we are sorry that you felt inferior and that is never our intention as we try to communicate each step with customers throughout the process. 
  
  6) we are willing to give a full refund for the work we completed thank you and God Bless you
  

  Customer Answer

  Date: 02/07/2025

  I am not a strong self-advocate, nor am I trying to be greedy. I asked others for direction and advice on this matter. I feel like I have been grossly taken advantage of in the guise of accommodating my financial needs by ***. I had tools taken and a cut in the floor that led me to address a larger area than I ever intended. I feel like I have been misled once again by trusting the words of kindness only to be fooled again in the end. Just because I have financial concerns, and my mental health is a matter of record should not mean you can deny accountability. 
  
  I have no experience in any of this so I wouldnt know any better how the job should be done properly. I settled because of all the various frustrations I faced throughout the entire process. You should ask your own conscious for judgement. An outsider, while looking for my floor options,told me the bathroom would need to be torn out to replace the floor. I did not know piecing it together on top of old floor would set me up for future issues. 
  
  I do acknowledge that I said to put new on old in my closet because it was a small space. However, they werent even able to do that as the material left wouldnt allow it to be done without being pieced together as well. This turned out to be a blessing as I later found out through the hot water heater issues that mold was underneath the floor in the closet as well when I inquired about a watermark that has been there awhile already. I believe this would have or should have been caught sooner if they inspected per my request. 
  
  I have my text messages to show that I raised the question of full floor replacement in the bathroom, because I found the cut in the floor and only because of that. When I asked about it your reply came in reference to the bedroom which I said nothing about, nor was it said that it was necessary so of course I was already facing more than originally expected I obviously would deny further expenses. 
  
  We discussed options for wallpaper, a solid color, and or paint and I said to pull from colors in wall for best match possible and I would leave it to your discretion. 
  
  However, when it comes to the floors you showed me nothing!I took initiative to find what I could show you that I liked. In process I found different thicknesses and frustration which made it difficult to repair the patch. Your suggestion was to run bathroom floor into bedroom and I said make it even across the room. 
  
  For the bathroom floor I told you what I liked. Originally,I was leaning toward a white, you suggested a multi color I also liked, and I gave you that sample to pick up. However, that was not what you brought back either. On the day of installation and not beforehand you went to get it and told me there wasnt enough of it available to do the job. So, you came back with something different all together. So, saying I chose the final product is a huge misrepresentation. 
  
  You were totally unprepared to do the job, and I had to settle with whatever options given just to have my home back together and be over with this job. The wallpaper we discussed was to be a soilid. You came back with a pink originally which I refused, as it wasnt a match at all. You also on day of install came back with a pattern saying it was also best option available. 
  
  I asked you in very first text to check areas that had previous water damage. I listed to you that they were both bathroom access panels, hot water tank, laundry room, front and back doors. You said you could do test holes that would be free. It is my opinion had you actually looked and tested you would have found the mold that I later found in November due to leak and replacing hot water heater. I was told what they found then was too much for having been treated in September. 
  
  As experts in mold I would hope that you would bring attention to and recognize any potential issues that otherwise may go unnoticed unintentionally by the common person. I dont know what to look for myself and wanted to resolve all this appropriately at one time. 
  
  To pay a full refund is a minimum of what you have cost me,and I deserve. I don't believe I'm being unreasonable wanting the work to be redone properly by others and address the mold that should have been found had inspection been done originally and have it all paid for by ***. You have caused me building frustrations and anxiety throughout this entire process,from time on the job and throughout this complaint process adding to my emotional distress. My home has many financial needs. I'm just asking for reasonable fairness in line with mold issues. I'm not coming after you to repair my whole trailer. I just need fair compensation.
  
  Because of my own lack of funds and mental state, I continually run into roadblocks for justice. It is very unfair how the dishonest get away without any recourse or judgment. 
  
  I reluctantly request your full refund so I can address the necessary redo. I am still not satisfied as you continue to not take responsibility for the way you handled the job and unsafe environment in which you left me.
  

  Customer Answer

  Date: 02/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************