Reviews

4/10

I was referred to CRS by instainsulation for remediation of a mold problem we had in our attic. We first talked to Aris who was the representative who inspected our attic and gave us a quote. He was very professional and prompt and they are highly rated on HOMESTARS. Based on the size or our attic, over 1000 sq feet we knew this wouldn't be cheap and the fact that the mold issue was quite large. We booked the job and were to begin on the 11th of March and finish on March 13, day one the crew was to arrive at 9 to 9:30 AM, at 10:00 I decided I would call to see if there was an issue they told me it must be traffic and as such they are a bit late. I received another call like 20 mins later saying that they had a problem with their equipment and they will be another 20 minutes before they will get to my place. They arrived around 10:45 and proceeded to work by 3 PM they called to say their machine wasn't working and they would have to push the project back another day. The second day they were only 2 hours late, but really there was snow storm, however I think this may have happened despite the weather. They completed their work and we were on the way, however there was no follow up with a new schedule and I had no clue when they were going to return. On Friday afternoon when the spray foam was done I get a call from a guy saying he came by and I wasn't at my house, I tried to explain to him that no one can be in the house because it was just spray foamed and it needs to vacant for 24 hours, he disagreed with me and said he would call his supervisor. 2 mins later I received a call back advising that they would not be able to go into the house because it was spray foamed... I guess he understood his supervisor better. Anyway... Monday comes and due to the two previous experiences I called and asked when they would arrive so I wouldn't have to spend the day off I took waiting, the operator told me no problem and that they would be there at 4. I thought great, so I went about my business until 4 came, and then when 5 hit I called and left a message, to which I received no answer... then I called again and no one would pick up.... so eventually we gave up... yup that is right they stood us up... they didn't return our calls... they didn't have the courtesy to call us and post-pone. The next day Aris called and apologized for standing us up which was at least professional. The crew arrived A BIT EARLY on Tuesday late in the day and did a good job cleaning up. All in all the crews were professional when they were at my house, the house was left clean minus a few tape marks and a small scuff on my wall. I can't comment on the work they did because it hasn't been long enough to tell. However I wanted to post this because I the customer service and genuine care is not there from the head office or reception, and the crews are almost guaranteed to be late and don't call if they are. I think this is basic customer service. My satisfaction rating of 3 was because it appears they have done a good job and my house is mold free, well as far as I can tell.

Approximate cost of services:
$3,600.00
What could this company do to improve their services?
Plan and keep their customers informed on schedules, and if you are running late call and advise the customer.
2 of 2 people found this review helpful.
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Company Response

Hello Patrick,
First off I would like to apologize for the experience that you had with Canada's Restoration. As always, there can be hiccups but communication is key here. We appreciate this feedback as we want to ensure we are providing the best service possible and we will make sure that the internal communication is corrected.
We can ensure your attic is mold free but again apologize from the bottoms of our heart.
We wish you all the best,
Customer Service Management
Canada's Restoration Services.

2/10

We were referred to homecore by our realtor who we trusted as he used homecore for his own homes. I met Chuck and he was very professional explained what he was doing and did a tour of the home showing me what needed to be done. None of this was major. He provided a binder with lots of information and was very professional. These were the good things, but this was not the end. The selling agent was there and advised us that the previous owners had mould in the attic and it was remediated, and the cause was soffit suffocation which he reported to me was common and he looked and the mould was removed properly and this won't be a problem. Well he was very wrong. Less than a year later the mould was back and we just spent close to 10 k having the mould removed and insulation redone properly. Chuck really missed some basic and tell tail signs of a problem with the remediation. 1. If it is day time and you don't see any light the attic is probably not breathing, 2. if you use baffles there should be one every other rafter. 3. Further when using the paint covering method of remediating mould it can only be done for small areas. Every contractor I had look told the same story. This was a major miss. I know we all make mistakes but this was a big one. Nice guy but this can't be overlooked. I would not recommend this company.

Approximate cost of services:
$500.00
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Company Response

Hi Patrick,

I'm very disappointed in your review of Chuck and our services. Our policy at HomeCore has always been to provide our customers with the best inspection possible and, having carefully reviewed your inspection report and photos, Chuck and I are both of the opinion he did just that. While many of your comments were actually quite positive, including that Chuck was "very professional", you then go on to suggest that Chuck missed some tell-tale signs of a problem with a recently done mould remediation in the attic.

At the time of the inspection (February 9/13), The Listing Agent made everyone aware that there had been a previous mould problem in the attic and that the vendor had hired Healthy Environmental to undertake the remediation. Chuck confirmed remediation had taken place and that, at the time of inspection, there were no obvious signs of remaining mould. Had you contacted the company before signing a new remediation contract you would have learned that the white powdery product you see in the attic is actually an anti-microbial filler called RX Remedy and not a "paint covering" as you were told by a contractor interested in getting your business.

Contrary to your comment about the attic ventilation, Chuck did inform you (see the Structure page of your written report) that the soffit vents were blocked and must be cleared. He also recommended additional attic insulation and to seal around the hatches. Failure to follow these recommendations means that the root cause of the original problem was likely not addressed resulting in the problem redeveloping.

We strongly encourage all our clients to call us when something unusual or potentially costly occurs. It has, unfortunately, become quite common for many contractors with a vested interest to know just what to say to get a homeowner to part with their hard-earned dollars. We have no such vested interest and are genuinely happy to provide our clients with ongoing guidance and support after their inspection. Had you responded to our inspection follow-up email, you would have received additional information alerting you to be extremely cautious of and how to best proceed with any company you will undoubtedly need in future. Had you contacted us before proceeding, we may have been able to give you some valuable guidance that could have saved you a lot of money.

We sincerely hope that the work you undertook to deal with this recurring problem has accounted for and dealt with all the possible causes of mould in your attics. These include ventilation, insulation, and air sealing of all penetrations from the house to the attics. Missing any one of these steps means you could find yourself in a similar position again next year.
Rob