Complaints Policy

Purpose and scope

This complaints policy explains how Mold Remediation Gettysburg PA receives, reviews, and resolves complaints about our matching service and work performed by independent contractors in Gettysburg, PA and surrounding communities. It applies to mold remediation, mold damage repair, mold inspection and mold testing arranged through our platform.

Complaints related to projects in Hanover, PA; Penn Township, York County, PA; Conewago Township, Adams County, PA; Littlestown, PA; and Carroll Valley, PA are handled under the same process.

How to submit a complaint

Use our website’s contact form to share your concern in writing. You may also send a written complaint by mail or deliver it in person to our office at 1400 Proline Place, #800, Gettysburg, PA 17325.

Office hours for in-person submissions are Monday–Friday, 9 AM–5 PM. If you need help preparing your complaint, tell us what format works best for you and we will provide reasonable assistance.

What to include

Provide enough detail so we can understand and verify the issue: your name, best way to reach you, the property address, and the service location (for example, Hanover, PA or Littlestown, PA).

Tell us which service was involved (mold remediation, mold damage repair, mold inspection or mold testing), dates of service or scheduling, and the contractor or business name if known.

Add supporting materials such as photos, test reports, invoices, or messages, and describe the outcome you are seeking (for example, a site review, corrective work, or a billing review).

Our review process

1. Log and acknowledge: We log every complaint and send an acknowledgment with a reference number. 2) Gather facts: We review your information, the project notes, and contractor records. 3) Coordinate: If the matter involves workmanship or testing, we coordinate with the independent contractor to investigate. 4) Propose next steps: We outline findings and recommended actions.

Response timeframes

Acknowledgment is typically issued within two business days. An initial findings update is usually provided within ten business days, depending on the complexity of the issue and contractor availability.

If site access is required for inspection, testing, or repair, scheduling generally occurs within normal business hours. We provide status updates if more time is needed.

Working with independent contractors

Mold Remediation Gettysburg PA connects property owners with independent mold professionals. When a complaint involves on-site work quality, safety practices, or test accuracy, we coordinate directly with the contractor to review scope, methods, and documentation.

Potential resolutions may include clarifying the agreed scope, scheduling corrective work, arranging additional testing, or providing a written explanation of why the original work meets the applicable standard of care.

Escalation options

If you are not satisfied with the initial outcome, you may request an internal escalation. Your file will be reviewed by a senior team member who was not involved in the first review.

For technical disputes, you may request an independent opinion such as a third-party inspection or lab testing. You may also seek assistance from local consumer protection resources as appropriate for your situation.

Record keeping and privacy

We maintain a complaint log, related communications, contractor responses, and resolution notes for at least 24 months. Records are used to resolve your issue, improve our processes, and monitor contractor performance.

Information is handled under our privacy practices. We share only what is necessary with the contractor or lab involved in resolving the matter.

Access and verification

Some complaints require site access to verify conditions, collect air or surface samples, or confirm repairs. Please ensure safe access to affected areas and note any restrictions in advance.

If the property is in Penn Township, York County, PA; Conewago Township, Adams County, PA; or Carroll Valley, PA, we coordinate visits during standard hours and will confirm the day and approximate arrival window with you.

Fairness and respect

We handle every complaint impartially and without retaliation. Clear, respectful communication helps us reach a timely resolution. You may authorize another person to represent you if that is more convenient.

Policy updates

We may update this complaints policy to reflect changes in process or law. The most current version is published on our website and replaces earlier versions.

Contact Us

If you have questions about this complaints policy, contact Mold Remediation Gettysburg PA using the phone number (717) 420-9474 or email us contact@moldremediationgettysburgpa.org.