Complaints

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** came out to our property to perform the inspection on January 10. We had contacted them to do a water inspection for possible remediation. **** charged us a $1000 deposit BEFORE the free inspection and stated that because of they in high demand at that moment, they needed a contract before they would agree to even look at the property.However, after the inspection, we got phone calls from the extremely panicked tenants, quoting **** said mold was growing in the house, and it would take 8 weeks for the remediation, and the tenants needed to be temporarily evacuated from the property. We were shocked, we tried to reach out to **** to get the feedback, no phone call, no communication of the inspection. Finally, the inspector, also the owner **** contacted us two weeks later. At this time, the tenants already reported the water damage to the city. We had to hire a lawyer to deal with this. We believe **** willfully panicked our tenants, stating that there is a good chance that mold was growing and mold remediation was needed. As a mold remediation company, they should not make any statement on mold. A third party company should be hired to do a mold test in order to state if mold is or is not growing, whether mold remediation is needed. We contacted **** for a free inspection and told them this is a rental property, but instead of communicating with us, who hired him, he chose to communicate with the tenants. Lyon restoration also lied to its own bond company stating that they sent us a damage assessment report which we never received.An estimate by **** for 8 weeks ended up being literally 4 days of work for another contractor. No mold related to the roof leak was found.

  Business response

  06/20/2023

  This complaint relating to a non-refundable deposit and was first filed by consumer through the following agencies:

  1. CSLB - ************************ / Outcome: Dismissed

  2. Contractor's License Bond #********* / Claim #********* / Outcome: Investigated potential violation of B&P Section ****; Claim Denied  (See attached denial letter).

  Note: On same date denial was received by consumer, a 1 star yelp review was posted by an Alias in ******************* that matches very closely to complaint details posted by consumer here on BBB.

  Lyon Restoration will settle the complaint by offering 50% of $1,000 security deposit ($500) in exchange for removal of 1 star yelp review and signature of Full Release and Non-Disparagement agreement form provided by **** at time of settlement. 

  Customer response

  06/21/2023

   
  Complaint: 20202145
  
  I am rejecting this response because:
  1. CSLB - ************************ / Outcome: Dismissed

  By law, CSLB has no position to mediate this case because **** is a water/mold remediation company, CSLB has no jurisdiction. CSLB is limited to the construction industry, so the complaint was not investigated. CSLB helped me submit the claim through the business's bond company, by law, the bond company has to conduct the investigation of this complaint.

  2. Contractor's License Bond #********* / Claim #********* / Outcome: Investigated potential violation of B&P Section ****; Claim Denied  (See attached denial letter).

  The claim is still open and I have submitted new evidence. It is still under investigation.

  I require full refund $1000.
  

  Sincerely,
  *******************

  Business response

  06/23/2023

  I will defer to the BBB on how to settle dispute. 

  Thank you,

  -****

  Customer response

  06/26/2023

   
  Complaint: 20202145
  
  I am rejecting this response because: I request $1000 full refund. Lyon restoration only wants to offer conditional $500 refund, I don't accept that.

  BBB may need to get involved to solve this dispute.
  
  Sincerely,
  
  *******************

*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. ↩