Complaints

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Colorado Cleanup Services website states that We value honesty, communication, and attention to detail in our work. I feel these were lacking during my project and continue to be lacking during the dispute over billing. I contacted *************************** and *************************** by phone and email. Several times I did not receive a response. I am not satisfied with the explanations regarding the itemization of my bill from Colorado Cleanup Services. I do not agree with amount owed. I contracted with (CCS) for mold remediation.June 12, 2023, estimate of $20,282.94. CCS said final cost would be higher b/c they could not assess the damage under the roofs. Down payment $11,000. Final estimate for $47,911.21 ($47,911.21 - $20,282.94 = $27,628.27)The 8/31 invoice was due on9/5. I contested the amount via email 8/31 and 9/1 listing several problems. Emailed **************************** 9/11 estimate of $38,971.24.******** assured me on 9/15 I will not be charged interest on my unpaid invoice. CCS has not addressed other concerns involving mistakes in sequence of operations and oversights due to poor inter-company communications. I called ********************, emailed him my billing questions and my documentation of scheduling and communication irregularities during my project. CCS managers provided less than satisfactory explanations. My bill does not reflect that CCSs miscommunication and lack of communication caused the work to be performed multiple times, a cost they are passing on to me the customer.I have not paid because I do not feel financially responsible for CCSs mistakes due to lack of attention to details. I should only be responsible for ONE cleaning of my house and roof. I calculate that I owe CCS $13,701.04 , paid $11,000. CCS is a member of the BBB. I would appreciate if the BBB would review my information and contact *************************** so we could come to agreement on a fair cost of my remediation project.*********************** **************** ************

  

  Business response

  09/26/2023

  I am aware of *****'s concerns.  I have both talked to her on the phone and have had email conversations.  I have let ****** know we do not expect payment until we have a satisfactory solution for both her and CCS.  Unfortunately, this is taking more time than ****** would like.  ***** is also having trouble understanding is many of the miscommunications was her or her other contractors she had involved.  I am not sure why she has contacted the BBB as we have not demanded payment and have agreed to working out a solution.

  Customer response

  09/28/2023

   
  Complaint: 20611987
  
  I am rejecting this response because: we have not yet agreed on the amount of money I owe Colorado Cleanup Services.  I appreciate Mr. *********** acknowledgement that we are working toward a mutual resolution.

  I will continue to work with Colorado Cleanup Services (CCS)to have the details of my bill clarified. The final estimate of $38,971.24 does not make sense to me.  When the dollar amount charged is divided by the number of square feet per room the resultant is a number with decimals.

  
  Lack of INTRA-company communication on multiple occasions and lack of attention to detail in the sequence of operations caused work to be repeated.  I am not financially responsible for the oversights by the field supervisors (*****************************, ***************************) and remediation crew leader (*****).

  
  I feel that the owner needs to address what actions and lack of actions took place as listed in the Remediation Details of August 29, 2023 to understand the why and how the cleaning was repeated multiple times.
  
  Sincerely,
  
  ***********************

  Customer response

  10/02/2023

  I received updated final estimates which broke down the job in a more understandable format from Colorado Cleanup Services.  I continue to believe that the company is billing me for mistakes they made.  I attached a document explaining the mistakes made due to lack of attention to details, lack of follow through on commitments, and poor intra-company communication. There was miscommunication between the project manger and myself and lack of communication with me.

  I sent this document to *************************** of Colorado Cleanup Services today.

  

  Business response

  10/26/2023

  Unfortunately I have been gone for several weeks.  As i have said I have not asked the customer for any money until we come to an agreement.  I am currently  getting answers and information to respond to her concerns

   

  

  Business response

  10/26/2023

  hopefully you got my attachements

  

  Business response

  10/26/2023

  Subject: Your Recent Message
  Dear ***********************,
  I appreciate your candid and thoughtful message. Your concern for the well-being of Colorado Cleanup Services (CCS) is valuable, and I want to address the points you've raised.
  Transparency and honest communication are a core part of our guiding principles at CCS. The principles of honesty, communication, and attention to detail have been instrumental in our success since our establishment in ****. I'm always open to constructive criticism and committed to continual improvement.
  It's evident that the business landscape has evolved significantly over the years, making it more challenging to find and retain employees who share our core values. Your insights regarding ***** and ***** are noted, and I appreciate your concern, however, it is important to note both ***** and ***** have both worked for CCS for nearly ten years.  They have helped CCS provide service to thousands of customers.
  We recognize that, as a business, or as individuals, we are not infallible and can make mistakes. However, we firmly believe that effective communication is a two-way street, and there is probably room for improvement from both sides.  This job was further complicated because we did not have total control of the project.  There were several contractors involved and we were not given oversite of them.  This caused a bigger margin of error on mistakes and miscommunications.
  I will certainly take your message to heart and use it as an opportunity to address the issues you've raised. It's important to ensure that all our team members understand the significance of attention to detail and the importance of following through on commitments. Mistakes can happen, but it's our responsibility to learn from them and continually strive to improve.
  Rest assured that we will not pass on the cost of errors to our customers. Our commitment to providing high-quality service remains unwavering,and we  do our best to ensure that mistakes do not recur.  Just as you do not want to pay for something that was not your responsibility, we want to be paid fairly for the work we perform.  The **** clean you requested is extremely technical and therefore any waiver from the protocol can result in costly issues. When you were given the original estimate provided by *******************************,it was explained that there can be a wide variance of cost based on conditions once the project begins.  I have attached the original email he sent explaining this below.  I have highlighted a few of the Key parts.
  Your willingness to share your concerns is appreciated, and I am grateful for your honesty. It's through open communication like this that we can maintain our commitment to excellence. We have gone through the issues you raised one by one and have responded to help clarify the situation.  I dont expect us to agree on everything that happened. I anticipate there will a need to compromise from both parties to get this resolved. 
  Please see the attached document with explanations for each situation you brought to our attention.
  Sincerely,
  **************************;                                                                                                           COO
  
  
  
  
  
  From: *******************************
  Sent: Monday, June 12, 2023 10:17 AM
  To: ****************
  Cc: ********************* <*******************>;***************************** <********************>;************************* <*********************************;
  Subject: Estimate ***************************
  
  Hello, thank you for choosing Colorado Cleanup Services during this stressful time. Here at CCS we are dedicated to bettering your situation no matter how big or small your issue may be. We are a local family-owned business and are thankful for you trusting us with your project.We live by a standard of guiding principles that are not just words on a paper but are our way of life. Our top 2 guiding principles are "The customer is the only reason our jobs exist" and "Do what is right." If for any reason you feel as though we are not living up to these standards, please feel free to reach out at any time *************. We will be more than happy to address your questions or concerns.
  
  This estimate is based on a visual inspection. Due to the hidden nature of mold growth complete accuracy is sometimes not possible. If hidden damage is found and the affected area is bigger than originally estimated we will provide documentation for the additional work required and the cost of the work to return the structure to a healthy condition. We understand the inconvenience of additional expense and make all efforts to accurately estimate the first time.
  
   When setting containments we must have it 100%sealed, therefore we cannot be held responsible for any possible damage to paint/texture/drywall. We do take all necessary steps to try and prevent any damage.
  
  Post Remediation Verification testing by an independent 3rd party is highly recommended and is not included in this estimate. However,we can provide a list of reputable companies that can provide suggested clearance services.  If you choose to not get clearance testing we will not be held liable for the work space once our containment and equipment are broken down.
  
  Repairs are not included in this estimate. However, we can provide a rebuild estimate once the mitigation has been completed.
  
  Please let me know if you have any questions and thank you for the opportunity to serve you. This estimate is valid for 30 days
  
  
  *******************************
  Mitigation Estimator
  Colorado Cleanup Services, Inc.
  ***************************************************************
  ************  (office)
  ************  (fax)
  *********************
  

  

  Business response

  10/26/2023

   Straw October 2, 2023
  20231002-Additional Information for *************************** about Straw Invoice
  October 2, 2023
  Dear ********************,
  Thank you for having the estimates broken down to a more understandable format. Separating the three areas clarifies the expenses.
  You own and run a successful business. About 90% of startups fail within the first 1 5 years. Colorado Cleanup Services (CCS) has operated for 19 years. The values of honesty,communication, and attention to detail you promote are admirable. Much has changed since ****. It is harder to find employees now, especially those who demonstrate the values on which you based your company. I realize it is difficult to hire, train, and retain good employees.
  What I write will be hard and unsettling for you. The truth is often painful. Keep in mind that the truth will set you free. Ignoring the truth allows problems to perpetuate. I imagine that you have trust, faith, and confidence in your employees. ***** is trying to hide his oversights. It must be hard to consider that you have been given inaccurate information from a team member. It is harder yet to believe a stranger who criticizes one of your team.
  Please try to absorb what I am relating to you. Please allow ***** and ***** the opportunity to learn the importance of paying attention to details and following through on commitments.Use the mistakes made during my project to improve their knowledge. Show them the consequences to the bottom line when details are overlooked, costing the company time and effort because work is repeated. It is not fair to charge your customer for errors made by your company.
  Full Explanations of Critical Points.
  July 17, July 21, and July 29 were pivotal days on this project.
  1)*****************************, *********************,and ******************************* of CCS attended two meetings (June 12 and June 21) with ******************************* to establish the order of operations. Vent cleaning by Steamatic was scheduled for Day 5, Friday, July 21. Small particle cleaning (***) was to start the following day (Days 6, 7, & 8).
  Yes, according to that meeting there was an order of operations. However, On 7/14 when *************************, ****** and I walked the job site. I had recommended to ****** that she should call Steamatic to only clean the furnace and clean the ducts after the *** and rebuild was completed. I also explained to her this will help her with costs  by only having them clean once and avoiding multiple trip charges. ****** agreed to this.
  On 7/21, Steamatic was supposed to remove the furnace unit outside of the home and clean the unit OUTSIDE. However, Steamatic canceled that appointment and rescheduled it for 7/24.
  We started *** on 7/21 in the areas where Steamatics wasnt supposed to be working. (Per our conversation on 7/14 the duct cleaning was going to be performed at the very end of the project). When Steamatic arrived on 7/24 they cleaned the Furnace unit along with the ducts which caused the containment breach. This is when ***** reached out and I found out they were duct cleaning and had the front door opened. I then called ***** and ****** to reschedule the *** clean. After explaining this ****** was fine because she explained she was going to call *** and ************ to perform another inspection of the inside of the home and the roof due to the additional damage found in the master bedroom.
  2)After these meetings were held my project manager was changed from ***************************** to ***************************. On Thursday, July 13, I gave ***** a paper copy of the established schedule. On Monday, July 17, the first workday of the project I reminded ***** of Steamatics date. He asked me to reschedule them, but they had no flexibility. They did not come until Monday, July 24. Knowing this ***** should have adjusted hisworkersschedule.
  Yes, the project manager was changed to *****, but I did not receive a paper copy of the order of operations from ******. Yes, you reminded me of Steamatics appointment.
  However, I saw no need to reschedule because only the furnace unit was to be cleaned that day. I asked you only to reschedule the **** cleaning not the furnace cleaning. This was all discussed in person.
  There is a Order of operations in our system that **************** put in our note section on 6/19 @2:36PM
  3)On July 17, I asked ***** about asbestos testing. He had not scheduled any. I offered to hire ******************** to do the testing so demolition could begin. I arranged for testing at 8:00 am on Tuesday, July 18. It was not my responsibility to arrange asbestos testing. ***** did not prepare for the start of the project.
  On 7/14 I explained that there was no need for asbestos testing due to CCS not having to remove more than 32 sf (this is when we talked about buying the zip poles due to us making different containments and homeowner was going to keep)
  On 7/18 *** revised the protocol and marked additional areas of drywall that needed to be removed (this was also when we spoke about the roofer stepping through the ceiling,which caused additional demo. This was also when I explained it would be more cost effective if the homeowner reached out for testing because we would have to add 20% to the invoice. She then agreed. When *** took the samples I drove them to the lab in ******, ** for a rushed sample to be performed. That way we wouldnt delay the project per her request). This is part of the $7,323.58
  Straw October 2, 2023
  4)Mold Inspection Sciences (***) listed two cavity samples (master bedroom ceiling and furnace room wall)that tested positive for mold on pages 1 and 2 of the May 26, 2023 Mold Inspection Report. They were listed for invasive exploration, demolition, and remediation. I provided this report to CCS on June 12 during the meeting.
  I agree this should have been part of the original estimate.  We will credit  $1,224.19.
  5)On Friday, July 21 when I asked ***** if the roof leaked in the ** corner of the master bedroom, I found out that area of the ceiling had not been demoed. When ***** demoed the corner, wet insulation was found.
  It was not removed because of my misunderstanding when ****** mentioned that a different contractor had already addressed this area in the past. This is part of the $1,224.19.
  6)On Monday, July 24, I found out that the furnace room wall had not been demoed. The breach by Steamatic (which was not a breach because *** was not to begin until the following day)caused me to lock up the house after they completed the duct cleaning.)Demolition had not been completed before the *** was begun.
  It was not removed due to my misunderstanding that a different contractor had already addressed this area in the past. Also, the whole house had already been heap vacuumed and the *** cleaning had started in other areas of the home. This is part of the $1,224.19.
  7)I did NOT ADD these areas on July 29. I pointed out that they had not been demoed as indicated in the *** reports.
  Again, this was not removed due to ****** stating there was a different contractor that had already addressed this area in the past. Due to my misunderstanding, we have removed 1 of the cleaning, anti-microbial and removed half of the heap vacuuming plus additional demo from Master bedroom and furnace closet which addresses critical points totals $1,224.19.
  8)When CCS changed project managers the baton was dropped. ***** failed to follow the establish schedule and/or make appropriate adjustments as the project evolved.
  On Thursday, July 20, ***** admitted to me that he had not seen the Mold Inspection Report prepared by ***.He told me he could not access the electronic version on his phone. I gave him a printed copy of the report that morning. This explained to me why he was asking permission to use hydrogen peroxide, Penafect (sp?), and substitute another product for Aerosolver. I said No and told him only 7th Generation Dish Liquid and Aerosolver.
  ***** works off of our scope.  It is not necessary for him to have the report, from my conversation with him. He had simply made a statement in a conversation about other products we have used. We only used the products she requested.
  Straw October 2, 2023
  These are Cesars explanations and my responses.
  This estimate was created based on the events below:
  7/21/2023-Crew arrived to continue cleaning and treating. ****** informed me Steamatic rescheduled for Monday7/24.I informed her that will interfere with cleaning. ****** wanted us to continue.Crew found Master bedroom ceiling was leaking water. Roofers were informed and wanted to schedule inspection.
  Treating to physically remove mold was fine. *** was to begin after vents were cleaned. I apparently did not understand the context in which cleaning was being used when answering in the affirmative. This was a miscommunication.
  On July 21, I discovered that the master bedroom ceiling had not been demoed. July 21 was the same day that I (not the roofers) wanted and scheduled the whole house inspection on July 29. I needed to find out the extent of the water intrusion and potential damage to the house.
  This was all part of my misunderstanding.
  7/23/2023 - ****** sent an e-mail regarding additional work in the kitchen that was not on original estimate. She would like additional testing and sampling. This caused another breach of containments.
  No, there was going to be a whole house inspection on July 29, the kitchen would be included. Access to the sewer pipe on July 29 was through the kitchen wall.
  This was not a part of the original protocol or estimate. Please see the attached original protocol and estimate. ***** had asked for this inspection after finding the water in the bedroom ceiling. She also had *** do a cavity sample in the kitchen west wall due to previous remediation. Therefore this added the additional cleaning and site visits which totals to $7,323.58.
  7/24/2023 - Crew arrived on site to continue cleaning. Steamatic arrived and breached containments and left them open. The crew was forced to stop and needed to come back to start the cleaning all over.
  This was ****** lack of attention to detail between July 13 July 17. He did not fully understand the sequence of operations and did not follow the schedule. I told him Steamatic would use a truck mounted vacuum on July 17. On 7/17 ****** explained they would only be cleaning the **** UNIT and remove it from containment. On 7/21 ***** and the team moved the **** unit outside so that Steamatic did not have to go inside of the home and breach containments. We also agreed that once the *** clean was done and everything passed, she would have Steamatic come back to fully clean the duct system after the rebuild was completed. This is part of the $7,323.58
  8/2-8/14-Revised protocol was sent but roofers did not do the vents. I advised ****** it is cost effective for all other contractors to do their work before CCS goes back in to finish our work. Roofers went on 8/14 to install vents.
  On July 29, ***** created confusion by telling the roofer to wait until after demo of the sewer pipe before doing further work. After ***** talked to the roofer, he changed his mind and told me but not the roofer to get the work done ASAP. I relayed the message to the roofer but the roofer didnt want to disregard Cesars instructions.Eventually I convinced the roofer to do the installation of the bathroom exhaust pipes on August 14. This inter-company communication was supposed to be avoided by communications going through me, not directly to the other contractors. Summary of examples of pivotal problems during the project
  (the rest are listed in my document Remediation Details):
  I sent an email on 8/3 and 8/7 stating my case. Please see attached emails.
  Straw October 2, 2023
  Lack of Attention to Details
  Scheduling sequence: Day 5 July 21 (24) Vent cleaning by Steamatic
  Days 6, 7, & 8 ***
  
  Two cavities identified by *** that tested positive for mold were not demoed. I pointed it out the oversights on July 21 and July 25. Not homeowner Added 7/29 Master bedroom ceiling - discovered on July 21
  Furnace room wall discovered on July 24
  
  On July 20, ***** told me he had not read the *** Mold Inspection Report. I gave him a printed copy.
  On July 21, I scheduled the Whole House Inspection by *** after the roof leak was discovered. The earliest time *** could come was July 29. With this information about Steamatic and ***, ***** should have adjusted the workers schedule.
  In ****** comments he said that he asked me about continuing the work and that I responded in the affirmative. Apparently, I did not understand the question as he posed it. CCS told me that asbestos testing would be scheduled. It was not. July 21 ***************************** was to arrange, did not
  July 13 *************************** said he would arrange, did not
  On July 17, I scheduled asbestos testing for the following day.
  
  Final Clearance Testing On August 20, *************************** told me he would schedule with ***
  No time was scheduled. *** contacted me.
  *** contacted ***** several times. He did not return their calls.
  On August 22, ***** scheduled testing with ***
  
  
  
  Lack of Follow Through on Commitments
  Communication Difficulties
  Both Rize Roof and I emailed ***** on August 14 requesting to be present when the sewer pipe (site of the second water leak discovered on July 29) was demoed. We got no response until August 15 a half hour prior to the work starting. We wanted to determine the cause of the leak which was not the collar around it on the roof. On August 23, ***** sent out an email saying that there was no leak. That had not been determined by the roofer. It had not rained, there was no water to leak.
  
  If ***** didnt want us present, he should have said so, not wait to respond to us until too late to arrive. Truth is better than excuses and stalling. This was not polite.
  Straw October 2, 2023
  Between August 16 and August 18, I contacted ***** by email 3 times and phone message 2 times asking how the loss of negative pressure due to the power outage on August 16 effected the job. ***** did not respond to any of my requests for information. Communications to contractors were to go through me. There were to be no direct ************* communications, except for the email thread to keep all parties informed of the status of the project. On July 29, ***** told the roof not to do any work until after the sewer pipe was demoed.
  This is not true; ****** had asked me to coordinate with the roofers multiple times. Including on 7/29 when we met in person to discuss the next steps. I have clearly explained to the roofers to install all the vents before getting the revised protocol. Therefore, we could eliminate cross contamination per my email on 8/3 and 8/7.
  ***** changed his mind. He told me to tell Rize Roof to install the bathroom vents as soon as possible.
  ***** did not tell Rize Roof. This created confusion.
  This is not true, ***, ************, ****** , and myself all met in person on 7/29 at the job site to discuss the next steps. This is when I informed all parties involved to have any additional work done before CCS goes back in to finish our work.
  I asked Rize Roof to install the vents. He did not want to contradict *****.
  No work was done for two weeks.
  I pulled ***** from the project on 7/24 Due to Steamatic breaching containment and water leak found from room. ****** wanted a full inspection which did not get schedule from homeowner until 7/29.
  *** did the inspection and a cavity sample in the kitchen wall cavity and would not have results or updated protocol until 8/2 (this is why I told ************ to do the vents between 7/29-8/2 so that they will not interferer with CCS scope of work or cross contamination).
  ************ did not get out to due the vents until 8/14 due to one of their roofers getting married and being on his honeymoon, and the other crew member was sick.
  CCS then scheduled Guido on 8/15 to continue additional demo (drain pipe) and start the cleaning all over again.
  ***** contacted me. I convinced ********* that it was okay to install the vents.
  Vents were installed on August 14 and the project restarted.
  
  
  This is true and ***** explained to ****** this did not affect the project because the house was not under negative pressure. The air scrubbers were running as air scrubbers not negative air machines. No cost for this.
  Containments
  On July 17, Kitchen containment was added because a roofer broke thru the ceiling.
  
  This is not true.Roofer did not step through ceiling in kitchen until 7/18.
  This was added due to the air samples in the kitchen having Aspergillus and not the rest of the home.Per our conversation on 7/14
  
  Around July ***** the furnace room containment was removed, exposing the main living area to contaminants. The furnace room wall had not been demoed as of July 24. New containment was not installed.
  
  All containment was already up since 7/17-7/18.
  Conclusion
  ****** explanations serve to hide his shortcomings on this project. When I refer to lack of communication, I include the printed (electronic) information which appears to have been overlooked. The estimate with the Discrepancies attempts to shift the blame to me by tagging it as a breach by Steamatic. No, I provided ***** with the schedule which was co-created by CCS during the planning meeting on June 21,2023.
  CCS should have also provided guidance from the original project manager, *****************************, as well as the Mold Inspection Sciences Report with the protocol. Knowing and following the order of operations is critical. This was the responsibility of the project manager. I am not to be financially responsible for lack of attention to details.
  I expect that you will talk to your employees and maybe the sub-contractor. It is my hope that you will consider this information over a couple of days. Sleep on it and feel in your heart the right course of action. Some companies apologize to their customers and make amends when mistakes have been made. This opportunity to reflect on errors could help your company grow stronger by holding employees accountable for their actions and inactions.
  I will send a copy of this document to the BBB to keep them informed of our progress.
  Respectfully, ***********************

  Customer response

  10/31/2023

  The situation with Colorado Clean-up Services remains unresolved.  Discussion halted abruptly when *************************** went on a three week vacation.  I disagree with many of the comments in red made by ***************************.

  Customer response

  10/31/2023

   
  Complaint: 20611987
  
  I am rejecting this response because many of the comments in red made by *************************** are incorrect.
  
  Sincerely,
  ***********************

  Customer response

  11/06/2023

  Attached is my most recent email to *************************** of Colorado Cleanup Services.

  Customer response

  11/09/2023

  ******************** emailed me on Oct 26, 2023.  Here are my responses with attachments and photos sent to him on Nov 9, 2023.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Colorado Cleanup Services helped us with our totally basement loss. The ************ was outstanding - wonderful communication and cleanliness. Because of that great experience, we decided to spend more than other estimates and bring their secondary finishing team. That's when my project started to be neglected, as CCS engaged an incompetent sub-contractor. My family and I were consistently out of town when the work was being completed. We have small children, so dust and paint is not ideal living. Due to being passive, I did not inspect the work daily. However, I communicated several times to voice my quality concerns. When the carpet installers made damage on October 28th, that was the second time I had voiced craftsmanship issues. I continued to reject the finish work, through December 20th as the craftsmanship was horrible - quality consistent with an old dorm room, and will devalue my property, if I don't spend more money to fix. To CCS' credit, they came back several times to attempt to repair all the errors, but soon came inpatient, and threatened litigation and liens. Both my contacts became hostile and unprofessional - they continued to make the excuse, because CCS already paid the sub-contractor, they were not going to continue to show up and repair their issues. The sub-contractor issues only got worse, they would leave paint stains in my alley (near their truck), the would drain their paint buckets in my back lawn - totally disrespectful.I asked for a stop work, as things were getting out of control, but CCS could not discount my invoice enough for me to afford a third party to fix their errors. I asked for *****, and we settled on $2K, as working with CCS became unbearable as my newborn came into the world.Transaction - July-22 and 12/20/2022 Paid CCS over $42,000 Finish carpentry that mirrors first floor quality Discount/Remove BBB from their website CCS resolution is unsatisfactory Invoice #***** & 2206-161-W

  

  Business response

  01/26/2023

  Please let me know you got the attached document.  Thank you

*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. ↩