The mold industry has a trust problem. Fear marketing, surprise billing, contractors who sell remediation to homeowners who only needed ventilation, ozone machines pitched as "treatment," labs owned by the same company doing the work. We started Mold Removal & Testing because that pattern made us angry, and the only way to change it is to be explicit about what we will and won't do.
This page is a contract you can hold us to.
What we promise
1. We tell you the price before we drive over
Every job, every time. Inspection, testing, remediation - you hear the range on the call, and we will not start work until you've seen a written number you approve. No "we'll know more when we get there."
2. The written quote is your ceiling, not our floor
If the scope changes mid-job (e.g. we open a wall and find more contamination than we estimated), we stop. We document. We discuss. We get your sign-off in writing before doing additional work or billing additional dollars. You will never get a final invoice higher than the last number you approved.
3. Every sample goes to a third-party lab
We do not run our own lab. The accredited lab we use puts their letterhead on your report, not ours. When we tell you "you have 1,840 spores per cubic meter of Stachybotrys," that number is verifiable by you, your doctor, your insurance adjuster, or any other contractor you ask.
4. Plain-English reports
Every test report comes with a written summary that says what the numbers mean, in language you can hand to a non-expert. Lab reports alone are nearly useless to a homeowner. Ours come with a translator.
5. Two-year warranty on remediation
When the underlying moisture source is resolved, our remediation work carries a two-year warranty on the affected materials. If mold returns in the same location due to anything we did or didn't do, we make it right.
6. We respond within two business hours
Email, text, or web form - if you reach out during business hours, we respond inside two business hours. Often inside thirty minutes. We track our response time and publish it.
7. We tell you when you don't need us
Most callers reach us thinking they have a remediation problem. Maybe half of those actually need remediation. The other half need ventilation, a humidity fix, a simple DIY cleaning, or just reassurance. We tell you which group you're in, on the phone, before scheduling. This costs us short-term revenue and earns us referrals.
What you can refuse
You have the right to refuse any of these things at any point. We will not push back.
1. Refuse an on-site sales pitch
Our on-site visit is a measurement and sampling visit. We measure moisture, take samples, document conditions, and leave. The quote arrives by email within 24 hours. If anyone from our team starts a closing pitch in your living room, that is your cue to ask them to leave.
2. Refuse a test you don't want
If we recommend testing and you'd rather just visually inspect or proceed straight to remediation, that's your call. We'll do what you ask and document our recommendation in writing for the file.
3. Refuse remediation you weren't expecting
If our test report indicates remediation but you'd rather wait, get a second opinion, or fix the moisture source first and re-test in 60 days, do that. We do not pressure you to schedule work on the spot.
4. Refuse ozone, chemicals, foggers, or "encapsulation" products you didn't ask about
We don't sell these because the evidence doesn't support them for most residential mold scenarios. If another contractor pitches you any of those as a "cheaper alternative" to source removal, we'll explain (in writing) why we disagree.
5. Refuse upcharges for "specialty" surfaces
Some contractors charge premium rates for tile, hardwood, or stone work. Ours doesn't. Our rates are by labor hour and material category. The surface doesn't change the math.
6. Refuse to be home for the whole job
You need to be home for the initial inspection and the final clearance. For mid-job visits, lockbox access is fine. We send daily photos and a written log so you can stay current without taking time off work.
How to hold us to this
Print this page. Date it. If we ever violate one of these promises, we ask you to do two things: tell us first (so we can fix it), and if we don't fix it within seven days, post the story publicly with a screenshot of this page. A specific promise broken in public is more damaging to us than a thousand vague complaints. That asymmetry is the point.