ComplaintsforCalloway Cleaning & Restoration Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Calloway came to our home (11/10/23) to clean the air ducts & furnace during restoration of our home from water damage.We were told by the restoration company to remove the globes from our kitchen light fixtures (pendants) and put them in the basement as the kitchen ceiling had to be removed & new drywall installed.We put the globes for the lights in a safe spot in our basement.so that they would not be damaged. When Calloway came to our home they had to go into our basement with their large equipment. They were told to be careful not to damage anything. They pulled their hoses and whipped it into one of the glass light globes. One of the two was shattered. Calloway told us not to worry they would take care of replacing this globe or reimbursing for it. We searched for the replacement globe but these lights had been discontinued. Calloway said they would search for a replacement globe - which they were not able to find. Then they decided to try to have the globe remade. This has been ongoing since 11/10/23. then on 1/6/24 their sales manager brought out a globe that they had made or purchased, but it did not even come close to matching what we had. It would not fit and was off dimensionally, glass weight 3x times heavier,color off, thickness off. We then searched for new lights and found two similar lights that are $750 each, plus tax. We paid roughly $579 each for the current lights over 8 years ago and $250 to have them installed. We want Calloway to give us a check for the new lights & pay to have them installed. This would be roughly$1850 or $1600 if they have one of their electricians install the lights. We have made numerous attempts to resolve this with Calloway. As of 1/10/24 they have determined they want to try to remake the globe again- but they do not have a mold or blueprints to do so.We would like to get this resolved and have a check sent for us two purchase replacements. We have asked a dozen times for owner to contact us and she has not.

  Business response

  01/19/2024

  Calloway is a locally owned company, and we take pride in our work and our customer service.  
  
  
  
  As per the complaint we did try and find the globe but also had no success.  Calloway found a company that guaranteed they could fabricate a replacement glass for the fixture as there were two fixtures, so we had the other glass to go from. The glass was a special order and due to the holidays, it took a little longer for the glass to be delivered and fabricated. When the fabricated glass did not fit perfectly Calloway told the homeowner that the glass fabricator guaranteed the glass to fit, and the glass fabricator would correct it to insure it would fit the fixture. The cost to Calloway to fabricate a duplicate globe was $579.487. It was requested by the fabricator to have one of the fixtures at his shop, but the homeowners declined. The glass is currently being refabricated and once it is ready, we will take it to be put on the fixture. 
  While there are hundreds of thousands of light fixtures available Calloway is not willing to pay more than the original cost of the fixtures. In all honesty they would be depreciated in value and worth much less at this time. Calloway is willing to allow the homeowner to keep the fixtures and work with the fabricator until it is satisfactory to them at which time, they can keep the fixtures or sell them. For the inconvenience Calloway is willing to give a check for five hundred seventy-nine dollars. A copy of the replacement lamp shade invoice from *** ************ is attached. Again, *** has agreed to work with the customer until they are satisfied with the lamp shade. 

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. It was not our error that caused this damage in the first place, it was the error of the Calloway employee that damaged our lights. We have waited over two months to resolve this issue. To say the original cost of the lights has depreciated is incorrect. We are trying to replace the light with something similar to what we had - as our lights are no longer available. We chose something comparable but less expensive than what we originally paid and when adjusted for inflation significantly less.  We have not heard from Calloway since they brought the first fabricated globe to our house. This globe was large, heavy and did not even look comparable to the other globe. It did not fit. As previously requested we want $1850 to replace both lights - this includes lights, tax and cost to install them. Calloway may keep our old lights that they damaged  

  
  Regards,
  
  **** *****
  

  Business response

  03/11/2024

  Calloway bought the new light fixtures and had them installed.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Date: 9/24/21 Cost: $877.39 Service: Air duct cleaning and antimicrobial fogging Duct cleaning was performed incorrectly resulting in microbial contamination of air handler and duct work. (full details in attached document) The air handler is only 5 years old. Resolution we're seeking: Replacement of air handler and duct work per professional recommendation and whole home remediation.

  Business response

  12/15/2022

  Please see attached response (text below) with supporting documents.

  I have sent an email to the homeowner to discuss in more detail and to set up an appointment with an HVAC company neither one of us has used at no charge to them. Calloway feels like it is very unlikely that Calloway had any part in making the air handler dirty. Calloway also feels like it is nearly impossible for Calloway to have any part of mold problem they may or may not have from an air duct cleaning done over a year ago. When the air duct cleaning was done there was an antimicrobial spray, sprayed into their system. I have attached a full copy of the MSDS on the botanical disinfectant we used called Benfect: 
  Benefect Botanical Disinfectant: 
  Kills Over 99.99% of Germs 
  Virucidal (HIV-1) 
  Bactericidal (Including MRSA) 
  Fungicidal, Tuberculocidal 
  Made From Plant Extracts 
  Pleasant Aromatherapeutic Vapors 
  No Synthetic Fragrances, Dyes or Bleach 
  No Cautions/Warnings on The Label or MSDS Sheets 
  No Rinse or Wipe Required 
  Ideal for use on restoration sites: water damage, sewage back- up, mold remediation, fire restoration and trauma scene decontamination. Effectively eliminates odors produced by odor- causing bacteria, fungi & other organisms on concrete, wood framing & studding, trim & subfloors. 
  Government Registered All label claims are approved by the EPA. Environmental Protection Agency (EPA) Disinfectant Proven to kill over 99.99% of the EPA's test microorganisms EPA Reg. No. ************* for broad-spectrum claims of hospital disinfectant effectiveness. Registered for use in all States and Puerto Rico. OSHA Bloodborne Pathogen (BBP) Standard Compliant. Antimicrobial Efficacy Broad Spectrum Disinfectant EPA Approved Product Label *Kills over 99.99% of: Bacteria (Gram +ve & -ve) (including MRSA) Fungi HIV-1 (Human Immunodeficiency Virus) 
  Mycobacteria (TB) in 5 minutes Other odor-causing 
  microorganisms Human Blood Borne Pathogens No antimicrobial resistance. No Rinse or Wipe On food contact surfaces & 
  children's toys 
  As you can see from the MSDS Benefect kills 99.99% of all germs both bactericidal and fungicidal. 
  Will cleaning ducts remove mold? 
  Air duct cleaning services are an important part of home maintenance. Air duct cleaning will not only get rid of dirt, dust and other particles, but it will also get rid of mold. 
  Most homeowners with new systems do not wish to pay the additional fee for the antimicrobial spray as it is not needed. Often it is used because of an Oder in the home, mold being remediated in the home, allergens in the home, pets in the home, and having an older system. 
  What causes rusty air vents? 
  A: Excess humidity! Humid settings can cause rust quite easily. When you are not running your A/C all the time, your home gets extra humid, but when you turn it back on, the registers along with your duct work get cold which condenses the moisture on the surface and in turn, will cause your metal registers to rust. 
  It is highly unlikely that Calloway had anything to do with the home having rust on the vents or mold in the home or system. 
  If Calloway had anything to do with mold in the home, we would have been notified a few weeks after the service not an entire year later. Here are the facts: 
  How long does it take for mold to grow in air ducts? 
  With poor ventilation, black spores can grow and spread in air vents within 24-48 hours. If an area of your home or business always smells like mildew, or you can see mold spores on the wall, black mold could be the reason. 
  

  
  

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The business response to the BBB states that they have done nothing wrong and that they could not have made our air handler dirty, we strongly disagree. The email that was separately sent to us states that they want their GM Doug to come to our home with a unbiased HVAC company so that company can evaluate the situation. We're currently waiting on the business response so we can get this appointment set up. Its seems like this might take some time given the holidays, is it possible that this remains open while we work together to get this appointment set up and go from there?

  For further reference about the emails please see the attachment.
  

  
  Regards,
  
  ****** *** ** *****
  

  Business response

  01/26/2023

  We are working with the customer to address there concerns, they are in contact with our GM working on a resolution. This job was completed over 15 mo0nths ago and it his highly unlikely that Calloway is responsible for their complaint. Please see below.

  Service Date: 9/24/21
  Cost: $877.39
  Service: Air duct cleaning and antimicrobial fogging
  Nature of dispute: The service was completed incorrectly. Pulling supply duct debris though air handler
  heat coils, blower, AC coils. This caused the Air handler to leak a significant amount of water while
  running AC. This promoted a service call with our HVAC company that found debris and dirt on the AC
  coils, this was cleaned using foam. (Note: did not realize this was the cause at the time) Fast forward to
  this year, we have been sicker than normal and our allergies have been bad. Then in early November we
  checked the air handler and realized what had happened during the air duct cleaning, that our system
  was abused. As a result there is organic growth throughout the air handler, including the electric heating
  coils that reach 600F. We then looked at the supply ducts and they’re filthy and also have organic
  growth. We realized that something was wrong when there was only 1 hole cut into the return side of
  the air handler and that there should have been a whole cut in the supply side as well. This promoted us
  to contact Calloway to get issue inspected to see if we were missing anything. We sent photo evidence
  and received a call from Tom A******* (Senior Operations Manager) on 11/15. He wanted to make it
  right and come see it for himself. The morning of 11/16 he came out to our home and I (Nicole) showed
  him what happened. He inspected the ducts and the outside of the air handler and agreed that it was
  done incorrectly and that the ducts shouldn’t be this dirty. He also noted that there were rust marks on
  some of the ducts and he suspected that the flex duct under the house might be damaged from the
  service and this would cause more organic growth. He said that the tech that performed the service was
  going to be fired as this was his 3 rd major write up and that they would pay him unemployment. He said
  he had to get permission from the owner/other managers to make it right and that he would be in
  contact. This 3 weeks of him avoiding calls and sending reassurances including that “…we are addressing
  the issue you’re experiencing”. After not hearing from him we called the office and after being hung up
  on several times and hearing Tom argue to not to speak with us we talked to ******** ********. She
  proceeded to act as though she never heard about this issue and we should have known something
  immediately and that responsibility falls on us due to the service being over a year ago. She said that
  Tom had only been with the company for 4 months and was not authorized to address the issue (Tom
  had previously worked for the company) Other comments were exchanged including who else to talk to
  and she said Doug and that he’d get back to use next week if we resend all of our information to him
  because they don’t have it. We then asked for her to send their insurance and liability information to us
  to which she agreed then never sent and this conversation was on 12/7/22. Attached you will find email
  conversation with Tom, photo of the air handler and air ducts. Please let us know if you want more
  information. We also had HVAC companies out to access the situation and they feel the air handler
  needs replaced because it is effectively impossible to clean thoroughly enough, they also feel this way
  about the duct work.

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Tuesday between 2-4 the HVAC company is coming out and Doug has agreed to be there when I email him. I have also requested that he provide photos of the tools they used so we can better understand how the cleaning was performed.
  
  Regards,
  
  ****** *** ** *****
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose Calloway to remediate mold in our basement in December 2021. Their team came out twice to treat our basement since members of their management felt it was performed correctly the first time. Five months later in May 2021, evidence of mold reappeared. I called Calloway on May 27, 2021. They sent a member of the team to review the areas after I sent pictures. The Calloway team member stated that the job had not been completed as he would have anticipated the first time, and he made some recommendations that he felt would remediate the mold. The Calloway team came out June 6, 2021, and started by clearing out items from the impacted area to our garage and sealed off the area of the basement. After that initial visit, the Calloway team never came again that week. I never received a call from Calloway despite repeated attempts to get answers. I called back the person in charge of the job, and I was told they would be out to finish the job at the middle of the week (around June 15). Still after repeated attempts to get answers, no one at Calloway could provide any. After another week, the job was still incomplete. Our basement and garage were unusable. During week 3, I received continued promises that the job would be completed. I talked to the owner of Calloway, and she assured me that I would be contacted the following day to schedule the final work. I never received a call. Finally, during the 4th week (week of June 27th), Calloway began to finish the job 4 weeks after they started. If I had never called the company to remind them to complete the job, my job would still be incomplete. To cap it all off they initially put up painters take on our drywall to hold up plastic sheeting. It had been up for nearly a month, and it ripped the paint and dry wall off the wall. They hastily painted it and left in a hurry. Furthermore, we had another mold company come out and show us that mold was still present in our basement in November 2022, which they treated.

  Business response

  12/12/2022

  Calloway was hired to do mold remediation in an unfinished furnace room. After the remediation air
  quality samples are taken and sent to EMSL Analytical to confirm clearance of the area being
  remediated. I have attached the first test taken after the initial remediation and it is a passing test.
  
  I have also included an informative information about mold growth:
  
  What Causes Mold Growth?
  An excess amount of water in any room can usually cause mold to grow in
  it. The water can be from an extreme case of water damage due to
  flooding or even something as small as a roof leak. It only takes a few
  inches of water or even extremely high humidity for mold growth. After
  this, it doesn’t take long for the visible signs of mold growth to appear. So,
  any amount of accumulated moisture indoors is harmful for your home and
  can easily lead to the problem of mold indoors.
  
  How Fast Does Mold Form and Grow?
  It can take as little as 24 to 48 hours for mold to form and grow under ideal
  conditions. Then, the spores begin to regenerate quickly and can become
  visible in about 20 days. The time duration, of course, is different
  according to the type of mold and the actual conditions in the room. The
  surface where the mold is growing, the temperature, and the moisture
  levels affect how fast mold grows.
  How Much Time Does it Take for Mold to Spread?
  Mold regenerates and spreads very quickly. It can spread noticeably within
  a few hours. If a mold spore is growing on a moist organic surface, it will
  form roots on the porous material. Then, it will quickly start to feed off the
  organic substance and grow drastically.
  How Fast Does Mold Growth Ruin a Room?
  Once there are traces of mold growth inside a room, mold quickly fills the
  air in a room with thousands of spores which spread all around the room.
  These spores then latch on to other organic surfaces in a room and spread
  across many surfaces as time passes.
  It is only a matter of days until your room will start to show visible signs of
  mold growth. It will destroy all the organic surfaces it grows on. With time,
  your walls will start to get damaged and the paint will wear off as well.
  Moreover, there will be a weird stuffy smell that will give you headaches
  for days.
  Final Word
  The rate at which mold growth spreads is a serious concern. It spreads like
  wildfire and is very difficult to treat on your own. This is why you must take
  timely precautions and actions to treat the mold growth in your room. You
  must contact a professional team immediately to inspect your home if you
  ever suspect any signs of mold growth in your home.
  
  Mold can set up in as little as 24 to 48 hours and the spores spread and grow rapidly. The ******** did
  not see any growth after and called Calloway back after five months with suspected growth. I have also
  attached the photos sent by the ********. You can see dry foam insulation and some discoloration that
  was suspected to be mold growth. If the mold had not been remediated properly, which it was, there is
  a passing Air quality test that is what is industry standard to do to confirm the mold had been
  remediated properly. The area would be much larger than what is shown in the photos after five
  months.
  
  Calloway did send someone who had not been involved in the remediation initially and was not exactly
  sure of the exact area of the room that had been remediated. On our work authorization, which is
  attached, it clearly stated:
  
  Customer releases Calloway from any and all liability for mold and/or mold spores in any form and
  further agrees Calloway shall not be held liable for damages relating to mold or mold spores. Only in the
  event that Calloway did NOT pass the IAQ clearance test once completed on a project described as mold
  remediation, which Calloway has the passing test.
  
  When the Calloway employee saw some new growth Calloway agreed to treat the area at no cost to the
  homeowner, even though Calloway was not required to do anything free of charge. I have included a
  copy of the receipt where Calloway paid $436.99 for the paint that seals the surface areas to prevent
  further growth in the remediated area, Calloway also had to pay its employees to do the new
  remediation.
  
  Calloway is a locally owned small business and has pride in the quality of service it provides. The second
  remediation was done without any questions and free of charge. Calloway’s general manager took the
  second AQT after the second area of remediation was completed to ensure it was done properly and
  inspect the remediation himself. That AQT also came back passing the clearance test, which is also
  included. The general manager called and spoke with homeowner's personally letting them know the
  AQT passed.
  
  
  
  Calloway feels like providing a second remediation at no cost was going above and beyond providing
  excellent customer service. Calloway also feels no responsibility for any new or future growth and has
  not one but two passing Air Quality Test one after the first and one second remediation.
  
  

*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. ↩