Complaints

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• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advertised and quoted 2 main ducts and up to 15 vents for $****** but cost became $*** plus tax once they were here.
  Told return ducts not included, and I now have an extra main duct (I have used this company for duct cleaning in the past and was never charged for return vents and I don't suddenly have an extra main duct)
  Pressure tactics used (******* ******* ******* *********** **** *******) leaving me with choice of paying for some ducts cleaned and others left dirty (which would then circulate through the whole system anyway and nullify the partial duct cleaning) or paying the extra $***. * ******* **** *** * **** *** ****** **** the promise of completing a duct cleaning service (up to 15 vents) for one price but then changing the price if I want up to 15 vents actually cleaned.

  

  Business Response

  Date: 13/06/2025

  This client was initially scheduled in for our Standard Residential
  Duct Cleaning Package, which was on sale for $****** and she also had a credit
  for $*****, which brought the subtotal to $******* We send an email to all
  clients when they schedule in appointments to summarize our phone conversations
  which states that if they add on premium products to the invoice or additional
  work, that there will be an additional charge for it. We have done work for
  this client several times before and had noted that her Ventilation System did
  have Sealed Joists that were accessible to be cleaned, and she has purchased
  the cleaning of those components previously back in June 2017. Sealed joists
  are components that every Ventilation System has, but that aren’t always
  accessible and do not necessarily need to be cleaned each time. We check each component
  when we are on site to see if they require cleaning before making any
  recommendations. In this instance, the Technicians checked the components that
  were accessible to be cleaned, informed the client and got approval to clean
  the 3 Sealed Joists and 1 Extra Main Duct. We do take photos of components to
  assess components and to show clients so that they can decide on whether or not
  they want to move forward with an option. Our job is just to educate a client
  on the options available to them and let them make the decision. It is
  certainly not our intent to pressure clients, but to inform them so that they
  can make the best decision for their home. This client contacted us after the
  job was completed to let us know about her concerns about the additional
  components that she approved, but that she didn’t think that her system had
  based on her prior experience with us. If there is ever a question as to how
  many components that a system has our next step is to schedule a Quality
  Assurance Site Visit to ensure that a client was charged properly and that an
  error was not made. If an error was made, then we will certainly rectify the
  situation and refund for any monies overcharged. This option was unfortunately
  declined on May 31, 2025 and again via email on June 2, 2025. On June 13, 2025,
  one of our Owners reached out to our client to try to resolve the concern and
  it was determined that the option was declined because it was not communicated
  in a way that our client thought was respectful. We have apologized for how it
  was communicated and have scheduled a Quality Assurance Site Visit for June
  18,2025 and look forward to resolving our clients concerns.