Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted PuroFirst to do a cleaning of my crawl space. I will start by saying they were prompt and had availability which lead me to using their services.
  
  When providing the service the two men who were in the crawl space broke ductwork in my crawlspace and did not properly repair it before leaving. Had I not heard them arguing about fixing it I would have never known it was them that did it as they never once mentioned it before leaving that day.
  
  It was 3-4 days later when I began to hear scurrying inside my HVAC. I began to try and find an entry point only to enter my crawl space to find my ductwork laying on the ground.
  
  I contacted **** that same night, he apologized and had people out to fix the ductwork the next morning but failed to address the scurrying rodents in the HVAC. After further communication he put me in contact with ***** *****. After a few days **** and one of the gentlemen who damaged the ductwork came out to lay traps, look at damage, etc.
  
  As of today the rodent has not been trapped. It has been stuck on the glue trap and escaped. I contacted to see if there was anything else they could do at which point I was told by **** that they set traps out of courtesy not obligation and they are not accepting accountability for the rodents.
  
  My desired resolution is rodent removal! Finish the job that was started.

  

  Business Response

  Date: 01/28/2025

  Everything the owner said was true. A vent pipe in the crawl space came loose and when they let us know we went back out and repaired it. Now they are saying they have mice in the house, so we set some traps for them. What they are not saying is they have always had this problem. There was rat poison in several places before we got on the job site. The vent falling has nothing to do with the problem they have. You can see in the pictures the owner sent us of holes in the wall that the mice are traveling throw and you can tell they have been there for years. Not sure what the owner wants but this is not a problem we caused.

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  PuroFirst states there was poison and traps placed in multiple locations. This is accurate, this is because the delay in a response from them was from Sunday night until the following Friday. There was no way I was going to not make an attempt to remedy the situation while waiting for them. The issue they caused was a rat being let into my home. I would like them to be responsible for the extermination fee.

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