In June 2013, I discovered a mold problem in a basement bedroom of my home. Puroclean ranked very high through Homestars so I called them first.
I called the company and explained the situation and a technician arrived promptly as scheduled. It was explained to me that the company charges $175.00 for the initial inspection and that this would be applied against the final billing as a deposit after the work was completed. I wanted to hire the company and book a date for service. Neither customer service nor the technician called me back to book an appointment after leaving several messages.
After waiting for two weeks and not getting a return call, it was clear that my business was not worthy of their time and I moved onto another company - their competition. I understand that July was an extremely busy time for this type of business due to numerous flooding’s in Ontario and other provinces but I was disappointed to think that my problem ranked less than anyone else just because it wasn’t being billed through an insurance company.
I was recently billed (August 29th) the $175.00 for the inspection appointment. I’m appalled that Puroclean would bill me after the customer service, or lack thereof, that I received from their company. To this day, I have not heard back from the company - no staff ever followed up to enquire why I hadn’t hired the company or if the job had been completed. I also emailed the President of the company and customer service and have heard nothing back from either. Simply stated that is bad business and bad customer service.
The company we did hire to do the mold remediation provided the initial inspection at no charge and booked the remediation date on the spot - that company is a 10.
October 1, 2013
Since writing this review I was contacted by the Owner of Puroclean Milton, Ken McDermot.
Mr. McDermot was gracious to acknowledge my point of view specific to the situation, explain the processes of his business and identified that this has not ever happened before.
I appreciated him contacting me to validate my concerns and he was also kind enough to offer a refund based on this misunderstanding.
Thank you.
