Complaints Policy

Our work happens at your property, and sometimes things do not go the way anyone planned. When that happens we want to hear it directly, early, and in your own words.

Last updated: September 25, 2026

How to Raise a Concern

Send a request through the form and include the property and what went wrong. Ask for the person who handled your project.

It helps if you can tell us:

You will not be penalized for complaining, and raising an issue does not affect any warranty in your agreement.

What Happens Next

  1. We acknowledge it within two business days. You will hear from a person, not an automated reply, confirming what we understood and who is handling it.
  2. We look into it. That can mean reviewing the estimate and job notes, talking with the crew, and in most cases coming back out to look at the work.
  3. We give you a written response within ten business days. It explains what we found, what we will do, and the timing. If the review needs longer, we tell you why and when to expect an answer.
  4. We follow through and check back. After corrective work, we confirm with you that the issue is actually resolved.

If You Are Still Not Satisfied

Ask for the complaint to be escalated to the owner, who will review the file and respond to you.

You always keep your outside options, including your state or local consumer protection office and any licensing board that covers mold removal and remediation. Using this policy first is not a requirement, and it does not limit your rights.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat on the next project.

Questions about this page?

Tell us early. Small problems are much easier to fix than old ones. Send a request through the form and we will get back to you.