"Mr. [Removed Member Name] contacted us on November 19, 2015, inquiring about mold remediation. He requested an estimate over the phone. We do not give estimates over the phone because we need to review the Mold Remediation Protocol and do a visit to the job site to make sure that we have evaluated all of the customers needs and compare them to the recommendations contained in the report from the Texas DSHS licensed Mold Assessment Consultant, per the TMARR guidelines, which we are required to follow as a Texas Department of State Health Services Mold Remediation Contractor. Mr. [Removed Member Name] sent us a copy of the report he had received from a licensed Mold Assessment Consultant. No estimate was provided to Mr. [Removed Member Name] We were unable to schedule an appointment with Mr. [Removed Member Name] before he informed us that he had hired another company. Prior to this contact I had never had any involvement with the mold consultant that Mr. [Removed Member Name] used. We have attempted to contact Mr. [Removed Member Name] several times to try to understand his concerns and improve our process, but we have not yet received any responses to our voicemail messages. We hope to hear back from him so that we can review more specifically his concern with our phone process so that we can better serve future customers."