Complaints

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contacted ACR to come to my home to perform air quality testing due to an undisclosed mold issue after purchasing the home. When making the appointment, it was discussed that multiple samples would be taken. They came out on 12/15/21 and took one sample from the home. They were in my home less than a minute. After taking the sample the technician informed me that the test results were likely to be inaccurate because of the doors and windows had been open. At no time was I given an option to have the technician come back another day or not do the test at all. It was completely unethical that someone would take a sample and charge a consumer $450 knowing that the test results would be inaccurate. I tried talking to them about the service they provided and asking valid questions about why the test were not performed as discussed and why they completed the tests at all but, they refused to answer my phone calls. My bill now sits in collections with zero promised returned phone calls from the company.

  

  Business response

  01/11/2023

  Timeline of Events:

   

  November 29, 2021: Customer contacted ACR and requested environmental service testing

  November 30, 2021: Customer signed work authorization

  December 09, 2021: Environmental testing conducted at customers home

  December 15, 2021: Emailed invoice for services completed: No response from customer 

  January 07, 2022: Emailed request for update on status of payment: no response again

  January 12, 2022: Called customer to collect balance due. Customer said that she received the invoices and emails and was not paying the bill due to she did not feel that we provided the services that she requested. It was explained to the customer that multiple samples were not needed; the amount of samples taken was sufficient; and that it would have been unethical to have taken the samples that she was requesting as it was not necessary. Customer was argumentative and did not like the explanation given and refused to pay balance due

  February 17, 2022: Mailed past due invoice to customer

  Week of March 20, 2022: Customer called in and said again that she was not paying the bill. It was explained again to the customer that multiple samples were not needed. Customer was again argumentative as it was explained that we performed services and the balance was due 

  March 29, 2022: Customer was sent to collections for non-payment 

   

   

   

  Response to circumstances surrounding the complaint:

   

  Customer contacted our company to perform air quality testing for and undisclosed potential microbial growth in the home. I have included in this response the signed standard work authorization on 11/30/2021 even though she is claiming she didnt sign anything per the complaint form. During the appointment setting ACR would not have used definitive language about multiple samples taken. We would have said that we might have to take multiple samples based on the layout of the house and other criteria. Environmental Consulting Services (ECS) was sent to perform the services and it was determined at that time that only one (1) indoor sample would be needed. The tech would not have performed the test if the results would not be reliable. Customer called and questioned us multiple times on the amount of samples taken but did not like our response. Im confused on why saving the customer thousands of dollars on unnecessary samples resulted in a complaint for performing only what was required. Customer has repeatedly told us that she is not paying for the services that she requested and we performed which resulted in being sent to collections. I have attached the sampling report that ECS did along with chain of custody information to show that the services were performed as requested. Since the bill was not paid, the report was not provided to the customer.

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