SafeHouse Solutions

Thank you for your assistance with this matter. It obviously has taken a while to pull all documentation together for our response.

In December of 2018 Ms. awarded us a 5 Star Review on *** referencing “the learning experience” among other accolades. She amended that review and we responded. She once again amended it and now she has elected to file with you and once again has amended her statement. It’s hard to keep up with the changes in her story. Sorry.

Customer’s Statement of the Problem: This company was hired to remove a large black mold area between bathroom walls. - True

They gutted bathroom and were to identify the source of the mold. The bathroom was properly remediated to meet Condition One.

Source was not identified and rebuild of bath was given to contractor.- FALSE Source was identified on or about 10/23/18.

Rebuild of bath was given to contractor- NOT WITHIN OUR SCOPE

Ms *** issue with SafeHouse is she maintains she didn’t know the window in the bathroom was the problem. Although it is not our job or responsibility to identify the source often we can and are happy to assist our clients in this way.

I have documented at lease on 4 separate occasions where the window problem was clearly explained as the obvious problem.

The first time on or about 10/23/18 when I called to tell her she didn’t need to call a plumber to fix a pipe because it was the window. If it wouldn’t have been the window she would have had to call a plumber… she DID NOT CALL ONE because she KNEW SHE DIDN’T NEED ONE because it was the window.

The 2nd time is next day we send her a written progress report 10/24/18

I’ve highlighted the section (in Blue) explained in her “Progress Report” dated Oct 23, 2018.

Re: Results of the limited mold contamination survey (Assessment and Investigation).

*** for SafeHouse Solutions a professional environmental company performed a Limited Visual Mold Assessment at the above referenced property in the areas referred to as the Bathroom and Master Bedroom n 10/23/2018.

The above areas demonstrated Heavy MVOC Microbial Volatile Organic Compound. (Odors)

Visual Assessment.

Entering the property there were Heavy (MVOC) Microbial Volatile Organic Compound Present at Bathroom Entrance and VFG Visual Fungal Growth through the Bathroom and on Master Bedroom Drywall. The Wood Structure 2x4 Framing and Exterior wood decking is Seriously Degraded and Degenerated from Water and Extreme Moisture. This Wood Will Require Repair and Replacement.

No Other VFG Visual Fungal Growth was observed at property.

Environmental Observations:

It is in this assessor’s opinion that Based on Moisture Reading (Penetrating and Surface) Visual Assessment and Current Condition that the Mold Growth May be the result of a Long Term water intrusion issue. I do not Believe there is a Plumbing issue. It is More Likely a Window Issue and Could be rear of home at Floor Level

NOTE: SafeHouse has contacted a Carpenter to estimate repairs to wood structure and exterior Wood Decking.

Conclusions: Severe and Long term water damage is the cause of mold and deterioration in Bathroom.

Files also show another conversation with her again specifically on Nov 15, 2018 about the window and her acknowledging again she needed to get it repaired.

The 3rd was November 15 at the same time we are discussing my sending a carpet cleaner to her house and I sent her some more photo’s taken from the job,

The 4th was approximately the end of April 2019 (6 Months Later) when Ms *** reports she believes the mold has come back. At which time Client admits she still had not contacted the window company.

In response a Technician is sent within a few days that also is a contractor educated about mold and mold prevention.

Face to face he clearly explains the necessity of getting that window repaired to resolve the water problem otherwise there is nothing we can do to prevent regrowth.

IN CONCLUSION ON FOUR separate occasions which I have documented we did everything to communicate the window was the problem and now she says we didn’t tell her when in fact there is more than reasonable proof that we did.

Our Guarantee of Services

(see below highlighted in GREEN) clearly explains what the client needs to do post remediation to exercise their warranty. We did everything we were supposed to do including send a technician to stress getting the window replaced because not repairing it would mean the mold could return.

As for when the window should have been replaced:

SafeHouse had nothing to do with any decisions concerning the window, remodeling or the order in which she would or would not have it done. I believe because her home only has one bathroom she elected not to wait to argue the window glass block company and moved forward with the remodel. I remember her telling me she needed to come. home It just so happens after meeting with our carpenter about removing the rotted wood around the window that she signed an agreement with him to do the remodel.

What she equates as a consultation with the window company was actually one phone call that I made at her request in June only to find out they had previously already agreed to replace the window FREE OF CHARGE. My understanding is that Ms *** got her new window replaced and fixed FREE OF CHARGE.

There was never an established time or commitment made to go back to her home because the glass block company could only provide a 4 hour window as to when they would start her replacement. Specifically I told her that I couldn’t have my technician waiting around for 4 hours but instead the glass block company said they would call me if they found a problem.

Ms *** also doesn’t tell you that the glass block window company told/showed her there was only some wet non-organic material and they removed it. I called to follow up but she didn’t answer so I left her that message. I thought that was the end of it until she amended her review on ***.

There were other “issues” with the customer right from the very start. For one she accused us of taking a green wallet from her bedroom only to discover after my inquiring about it that she had moved it to another place and forgot.

Another situation where as we were accused of staining her bedroom carpet; sent our carpet cleaner at our expense only to find the stain was from an old wax ring from the toilet she had replaced before we ever arrived.

A year later Ms *** now suggests we didn’t complete the job and she was denied tests that were never taken. No need because the MVOC was so strong and the mold problem quite apparent. Because mold is microbial a self-evaluation test was taken from the other side of the bathroom which we do as part of our normal process.

Customers are not charged for this test.

Please see the attached files as proof that this job was completed properly.
Complaint Background: Product/Service: Mold removal Purchase Date: 11/17/2018 Problem Occurred: 5/17/2019 Model: Account Number: Order Number: Talked to Company: 4/24/2019 Talked to Company (2nd): 7/8/2019 Talked to Company (3rd): 6/20/2019