I hired White Glove Restoration for mold remediation in May 2026. The original estimate was for…read moreabout a week of work but my husband and I discovered more mold as our flooring renovation progressed for the 2 weeks after, which I don't fault them for, that's a normal part of remediation. However, once the last new area of mold was found on June 5, the job still dragged on for another month with no successful outcome, purely due to execution issues, not new discovery by me.
I was billed a little over $6,800, though I ultimately did not pay the entire balance given what follows. The property failed independent clearance testing multiple times. An initial informal assessment, then two separate formal tests by Precision Mold, including a lab report from the third test confirming active mold growth (Stachybotrys and Chaetomium, both showing active hyphae) in areas that had supposedly already been treated weeks earlier.
At several points, I essentially ended up managing the project myself. Because the crew could only act on what was explicitly written into the scope, I had to relay the missed areas to John (project manager) over and over again so they could be on the work order for the contractors coming to the home, otherwise things were simply missed or left untouched and John continuously tried charging me more for areas he already included on the scope (even when clearly it was still part of the same underlying issue). A homeowner shouldn't have to direct a licensed remediation company on what needs to be done.
My Ring camera captured crews using a standard shop vacuum on multiple occasions; I was told it was HEPA-approved, though I have no way to independently confirm that as I've seen the contractors using a jimmy rigged vacuum with no wheels which makes me question who is managing the operations of the company to have proper equipment for their job. Debris were left in an open pile beside my home, only partially bagged, for over seven weeks. The independent testing company directly told John that containment protocols weren't being followed properly, something he pushed back on at the time but the lab results ultimately supported. Improper containment of HVAC ducts already cross contaminated most of my home.
Throughout the project, John repeatedly pushed to fog the property (an antimicrobial treatment) on the same day as scheduled clearance testing, against the explicit recommendation of the testing company's, which raised real concerns for me because John's goal was not to properly resolve the problem but to just pass a test and get paid. I paid out of pocket for every round of testing ($400-500), and would have paid for a 4th round that very likely would have failed again because the containment and remediation issues our inspector flagged were never properly corrected within John's scope despite her giving John a clear roadmap for what needed to happen to pass.
One technician, Joel, stood out as genuinely professional. He followed proper safety protocol, including advising us to stay out of the home during and after chemical fogging (which I asked John about and he never gave me an answer). Since I can't give 0 stars, the one star is for the luck they had for having him on their team. Joel clearly knew what he was doing. It's a shame the project's outcome didn't reflect that same level of competence from leadership.
Communication was consistently unclear. I was told the job was "complete" multiple times when it wasn't, and on the day I finally ended the relationship, I was told that morning it would be finished, only to find out they sent one person (thankfully it was Joel) to do 8 hours of work at 12:30pm because John prioritized another job (yet again) that morning. We had to leave at 5:30pm so I sent Joel home and didn't hear from John till 7:30pm which led to me firing the company when I had to cancel Fridays testing due to John not meeting the deadline.
In my opinion, John is simply not equipped for this role. He is a salesperson with a moisture meter than someone with real mold remediation expertise and he struggled to answer basic technical questions, couldn't translate the testing company's clear guidance into actual corrective work for his crew, tried to skew testing results to get a passing clearance, and repeatedly disputed findings from professionals who turned out to be right. A homeowner having to personally step in and manage scope for a company they're paying thousands of dollars to handle is, to me, a clear sign this wasn't being run by someone with the expertise the job requires.
Given the containment issues our inspector identified, I'd genuinely be surprised if other past clients' properties would've actually passed clearance if they followed that route. I ultimately hired a different company to finish the job properly.
