ComplaintsforMold Doctors USA, Mold Drs USA

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attached documents. The home inspector fixed the damage that Mold Doctors had done, and we paid him for his work. Then we called Mold doctors at the end of May to let them know about the problem. Mold Doctors offered to come out and fix the duct work for us. We appreciated their willingness to fix the problem that they caused; however we had already paid the home inspector to fix the issue because we needed working air conditioning in our house ASAP. Since we already had paid for the issues to be repaired, we supplied them with the invoice from the home inspector along with photo documentation. The people in the office referred us to the supervisor. We called mold doctors weekly from June to the middle of July to follow up on this issue. They kept saying the person we needed to talk to would call us back, which he never did since sharing the invoice with the company. They claimed he was on vacation and would call us back the next week several times. Finally, on July 10 I called Mold Doctors to let them know that we would be filing a complaint with the BBB and changing our review of the company due to their lack of response.

  

  Business response

  07/25/2024

    We did receive a call from Mrs. ******* some time after we performed work in her crawlspace. Mrs ******* alleged we ripped a duct line in her crawlspace and informed us she had already paid $650  toward a repair to the torn duct line. During a phone call with Mrs. ******* i listened and informed her that our normal process in this situation is to ask questions and do some follow up with the person who performed the repair. Mrs ******* never called our office upon discovering the duct work was ripped. I explained to her that occasionally we will receive calls from customers explaining things may be damaged an offered examples. Examples being perhaps someone discovers a freezer unplugged but we have photos of the freezer plugged in or perhaps a rug being marked up but we have photos prior to beginning that show preexisting marks however occasionally accidents happen . I suggested 99.9% of the time homeowners will call us to make the repair or ask us to send a professional. Mrs. ******* informed me she called HEP to get an estimate but called someone else as well. The someone else was an associate of the home inspector. ****** was the associate of **** ****. **** **** performed the home inspection. 

  I am very familiar with **** **** as an inspector so i informed  Mrs ******* i would call **** to have a brief discussion. Mrs ******* said her inspector inspected the damaged duct.

  Once i spoke with **** ****, **** informed me he had nothing to do with the repair but Mr. ****** occasionally helps him with inspections. **** was unaware of the damage and had nothing to do with it.

  Mrs ******* explained that ****** repaired the duct work for less but still charged $650.00 . My argument was that not once had Mrs. ******* did not reach out to us after receiving an estimate from HEP or Mr Carver. Since our calls are recorded and if we miss a call we receive a text and email with the customers info - we never received a phone call, an email, or a text from Mrs. *******.

  Mr ******* quote/invoice is very vague and the repair is a $125.00 repair from any hvac company - not a $650 repair. We work with reputable licensed and insured hvac companies and they all said there is absolutely no way this minor repair cost $650. In addition Mr. ****** is neither a licensed contractor nor licensed hvac contractor.

  Again - we were never contacted about any of this until long after.

  It is quite odd and very concerning that Mrs. ******* has filed a false complaint against us. We will always take care of our customers and always get back to someone with any concerns. However, she did not allow us to see this supposed damage and conveniently had it repaired by someone prior to allowing us to repair it. Then, the repair that would cost a licensed hvac company around $125 conveniently cost $650.00

   

  

  Business response

  10/15/2024

  Refund check has been mailed to **** ******* 

  Customer response

  10/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21967611, and find that this resolution is satisfactory to me. Thank you for all your help!
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in July, our washer flooded the upstairs causing mold and floor/wall damage. Farm bureau gave us mold doctors to use to dry it out and replace the floor and Sheetrock. It’s now been 6 months or so and the only thing they have done is dry out the floor and Sheetrock we had. We can’t get mold doctors or farm bureau to do anything about it as promised as far as getting floor and Sheetrock replaced.

  

  Business response

  01/29/2024

  It’s to my understanding that we were waiting on the customer to choose a floor. However that doesn’t negate the fact that our former project manager failed to communicate. We will be in touch with ******* today.

*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. ↩