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:02/23/2025

  Type:Service or Repair 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.

  I have been sick experiencing migraines, brain fog, etc. since moving into my home, so I hired ****** with Mold and Water of Tennessee to do mold remediation in my walls. This has clearly been a fraud, filled with extremely delayed/lack of communication, unfinished work, etc. He supposedly performed two air tests, which I never received results from. Every time I asked for them he would claim they are having personnel or system issues. ****** promised to send the results at least 4 times, but I have yet to receive them. After doing a walkthrough of my home with ****** and identifying which walls needed work, ****** sent a crew who was unaware what specific job was to be done. They worked on the incorrect walls and left portions cracked and rotting which should have been replaced. ****** was never present during the job which took 3 weeks in which I had to live elsewhere. Every time I would ask questions about the job, ****** claimed he was dealing with a serious sickness, so he was not present. He told me he would put me in contact with his crew, but never did. He promised to have my house professionally cleaned after the job was complete. When I returned to my house, it was completely filthy inside and 20 bags of debris outside. Within an hour of being home, I was already experiencing symptoms. After calling to complain, he had my house cleaned and promised another air test, even though I still never received the results from the first. He promised to be at my house thursday but no showed. When I contacted him, he blamed his sickness and promised to come on Tuesday. He once again no showed, and my texts and calls would go through to his phone. I paid for the whole job up front, and have been left with unfinished work, a house that still makes me sick, and no air test results. DO NOT HIRE MOLD & WATER OF TENNESSEE

  Customer Answer

  Date: 03/06/2025

  Thanks for your message!

  The company has not reached out to me.

  I would love for them to send me the air test results I asked for many times. I would also appreciate a resolution/explanation for the wall portions that are still cracking and damaged.

• Initial Complaint

  Date:07/23/2024

  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.

  This company is a total fraud. Owned by ***********************, formerly the owner of MOLD BOSS in ******* *******, this company was completely dishonest, delayed constantly, did not finish the job, gave us a partial refund. They also "require" 50% payment up front which I believe is illegal in **. I have been trying for weeks to get ****** to follow up with my insurance company on items that he said he would take care of. When I texted again today he stated " What else do you need? Man I am busy with family stuff and you keep texting me. I sent your insurance what they needed. I am not required to do anything else at this point." I then asked that he forward that to me and I could get it to the appropriate parties. No response. This guy seemingly preys on people to not come after him and when they do and he is put out of business, see Mold Boss reviews. He is a fraud and I would love for someone to investigate his Business License, I couldnt find one for him. He has fake reviews on ******* some by his actual employees who came to our house. ********************************************* ******************************************************************************************************************** ***************************************** I have all the text messages between myself and the owner. I also noticed that he has fake reviews being left, he is the former owner of a now defunct company "mold boss" in ******* where it appears this is the norm with this person. I believe there is even a settled lawsuit against this person in the state of ******** for $68K. He is a scam artist and I highly recommend his business practices and reviews are looked into before someone else falls into this.

  Customer Answer

  Date: 08/05/2024

  *****************************
  ****************
  *****************-5115
  Dear *****************************:
  This message is in regard to your complaint submitted on 7/22/2024 against Mold & Water of Tennessee, LLC.  Your complaint was assigned ID ********. 
  You recently requested our help concerning a dispute with the company named above. The company has not responded to us to date.  We are continuing to try to contact the company to obtain a response to your concern.
  If you have heard from the company please email us at
  ************************************ or send us a letter letting us know if you have heard from Mold & Water of Tennessee, LLC.
  Have you heard from the company?   No
  
  Are you satisfied with the company's efforts to resolve this matter?     No
  
  If not, please explain.
  
  Comments:  ****** claims that he submitted the information through "Contractor Connect" which is a portal USAA uses when THEY dispatch someone to do a job.  He is either flat out lying or confused because in our case, I CHOSE, this company and Mold and Water of TN was asked to reply all to 6+ emails, which they didn't do. He did not have access to submit to "Contractor Connect" for our claim.
  
  They have not produced a single mold test, which they took on the front end and said they would share with us and insurance.  I am convinced the test came up with no mold and they fraudulently did all this work.  The reason being is, they left some residual "mold" in the area they were doing work and when I asked the drywall guy what he thought it was he climbed in the attic, checked (so did I) and said there was no mold.  That "it appeared to be mildew" which was the same area and consistency that we initially reached out to this company on, that we believed to be mold.  I was able to put a hydrogen peroxide mixture together and removed the remaining mildew.  If that was mildew, the original "mold" this company found, was also mildew.  I am convinced of this because they have not produced the positive mold test that they took back on June 24th.  
  
  After writing this BBB complaint and not receiving a reply from the business, I left a ****** review, which they were VERY QUICK to reply to but they have not replied to my request for additional information to be submitted to insurance. Instead they accuse me of fraudulently filing an insurance claim in their follow up to my review .  ******************** is the one who was asking about the items, that I have been trying to get from the company. I have let my insurance company know that this company does not intend to fulfill their promise of submitting the required information and photos, that they promised on the front end.  As such, I am paying out of pocket, twice.  I fired Mold and Water of TN and although they returned partial payments, they essentially charged me for firing them ($500 because they claim the insulation company charged them that for labor and missed work.  Bare in mind, we waited 7+ days and were never informed of a date and time they would be doing the work. Then charged us a $525 dump fee.  They also did not refund the $375 for HVAC air duct cleaning, which they never did.)  I then had to find two other companies to 1. Reinstall insulation and 2. Do an HVAC cleaning.
  
  I believe you all received another claim by another customer, experiencing similar things to what I mention above.  Does Mold and Water of TN have a business license? 
  
  I plan to take them to small claims court as I believe they are not producing the information to our insurance company because they do not have a positive mold test to show.  Without a positive mold test, we do not have a claim.  Without a positive mold test, they should not have done this work and instead informed us that it was instead mildew as the dry wall guy stated.
  
  
  
  
  Your Signature: _____Robert ******************************************* Date 8/5/24
  
  Thank you for using BBB's Marketplace Services.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2024

  I did receive the following text message from ****** (attached), on the night of (8/6) at 750PM in which he is now apologizing for accusing, my pregnant wife and I, of fraud. 
  
  This follow up "apology" comes only after I wrote a negative review of my experience on ****** in which, minutes later the company decided to initially respond publicly (actually updating yesterday at 3 PM, a mere 4-5 hours before *****' 'Apology text') and libel me by claiming, baselessly, that I was trying to get them to help me commit insurance fraud. 
  
  I then received a text the following day (8/6) at 5:49 stating that our insurance company had reached out to him again (acknowledging that the insurance company themselves were asking for details) asking what they needed.  I confirmed with my insurance adjuster that she had spoken to ****** over the phone and she replied with:
  "Reply: *********
  August 7, 2024 at 8:04 a.m. CT
  Yes I spoke to him briefly, I told him what was needed. He asked me to email it to him stating what I needed and he will send what he can but that he believes he has sent you everything. I told him you sent me what you had received from him and it didn't support the estimate. I told him I am just trying to get it all reviewed for you so I can verify coverage and possible reimbursement to you for your costs. He did not say much else."
  
  We had previously sent 6+ emails with our insurance company CC'd, and received no response. Furthermore, around 3PM on the SAME DAY we received the "apology text" from ****** (@750PM), we received an updated reply on our ****** review from the owner with the following update:
  "Response from the owner 2 days ago
  Because your experience with us in not wanting to assist you in insurance fraud our reviews must be fake? We wish you the absolute best and we pray for you as your numerous attempts at trying to extort our company failed. We are sorry you "
  
   In every email I have sent, requesting information related to this claim, my insurance agent/adjuster was CC'd. If I was trying to "commit fraud" or "extort this business" why on earth would I CC and continue to update USAA on my ongoing communications with the company?  USAA had sent a 3rd party adjuster to inspect the situation, prior to Mold & Water doing work and found it to be a legitimate claim.  Because I had to fire Mold & Water for their unresponsiveness and unprofessionalism, I had to go out and seek services elsewhere, that will no longer be eligible for insurance reimbursement because they were not a part of the initial, approved part of my claim.
  
  I have yet to follow up with ****** as my wife is due with our first ****** which ****** knows and that is the reason for hiring them, because we wanted to address this issue before the baby came.  I do not have the mental capacity to continue to be libeled and slandered by this business and should they continue to fail to follow up with our insurance and provide the mold test (which was taken back in June) that they have yet to show us the results of, as well as the pictures of the mold and damage they "remedied" then I will be taking them to court to have this issue resolved. 

  Business Response

  Date: 08/20/2024

  ****** and I are working together to get everything that is needed to his insurance company. He has agreed to remove his complaint with the BBB since we sent everything over to his insurance company today.  
  

  ***************************** has also removed his negative reviews on yelp and ****** as a sign the complaint is being resolved 

  Please call me if you need to discuss further at ************

  Customer Answer

  Date: 08/21/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/23/2024

  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.

  As a retired Army Officer with 21 years in the military, you come to expect a certain level of professionalism, honor, integrity and service from businesses you deal with. This company has none of these values I have come to expect. I had a mold incident in my house and I called **************************** On Saturday, June 29th, A gentleman came out and did a walkthrough and told me they would get rid of the mold in the crawl space underneath the stairs and they would pull up the flooring then use fans to dry the areas of our floor that already had water underneath. On 2 July 2024, a gentleman showed up and pulled up our flooring and then sprayed some chemicals in the crawl space and flooring and then left without telling us anything. **** wife and two daughters (24 and 28) who were present can corroborate all of this. So I texted the gentleman in charge and asked him if anyone was coming back to finish the job. He replied via text that as soon as the chemicals dried, then someone would come back and finish up. It is now 20 days later and this company has not done what they promised. They promised me they were coming back or calling me to discuss 7 different times and didnt show or call as evidenced in my text records. They promised they would take care of the mold and the pictures dated afterwards show they didnt, they promised they would use fans to dry the water underneath the flooring and they never used fans as my pics showing the water damage will attest. Additionally, I have on text record the owner, *****, stating as early as 12 July that he would refund me. He stated this again on recorded call and also two other times via text record where he was saying he was going to send me my money back. He lied and never did. Then today on ******************************************************************************************************

  Customer Answer

  Date: 08/03/2024

  The company reached out to me and finally paid the refund of $831.25 that they owed me. Thank you so much for your support and help in this matter. I really appreciate it.