Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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.

  I hired good air ventilation to clean my air duct vents on Tuesday, May 30 .When I came home from work that day I noticed black heavy dust around the front door vent and on the floor and wall .,so I went around to check the rest of my house and discovered a very large mess of black dust all around where the vents are. then I took some vents off to see what they look like, and found that there were still very visible amounts of clumbs of dust right in plain sight.The return ducts had not even been touched, but we had been charged for. I called the office the next day. I was told by Tanya that was not supposed to happen and she would call me back,She then told me that the vacuum hose had a hole in it and that was the reason for the mess ,and would send them back to do the cold return s and vacuum the excess black dust .
  They came back I showed them what I was talking about.It was then I discovered they had no attachments for the shop vac , so I gave them mine to use, Haley the service person then told she knew that there was a hole in the hose so she put a rag over it , but as you will see by my pictures it didn’t work.
  I had that dirt on my curtains and dressers,
  Kitchen counter top , floors window sills, bedspreads ,lamps and numerous other places.I have been back and forth with emails to the service manager,He blamed it all on the vents saying they were out date and not even in production any more , plus there had been smoking in the house and that why he they couldn’t do the best job.
  I’am at my wits end it took me 3 1/2 days to clean up the mess . I sure hope you can help me ,I have emails available that you might like to read. In closing I would really appreciate someone from your to call me .

  Business Response

  Date: 13/06/2023

  
  Dear BBB,
  
  We are writing in response to the complaint filed by Ms. ******* ******* regarding our recent duct cleaning service. We appreciate the opportunity to address her concerns and provide clarification on the matter.
  
  During our technicians' visit to Ms. ********* house, they noted the overall untidy state of the premises, with beer cans and messes scattered throughout. Additionally, they observed a significant accumulation of dirt in the vents they were tasked to clean. While our team proceeded with the cleaning process, they encountered several vents that deviated from the standard size, shape, and location, posing challenges in maintaining a proper seal around our vacuum box. Consequently, a small amount of dust escaped into the immediate vicinity of the vents. However, it is important to note that the quantity of dust was significantly less than claimed by Ms. *******, and our technicians made efforts to clean up as they progressed.
  
  It is important to mention that Ms. ******* was not present during the cleaning process. Instead, her husband and another individual were in the house, both of whom were heavily intoxicated. When our technicians attempted to move a curtain to access a vent, they were approached by Ms. ********* intoxicated husband, who insisted they need not bother moving the curtain. Similarly, when our technicians were about to clean a particularly dirty return air vent, the intoxicated husband requested that they skip this task. Our technicians obliged these requests from the resident.
  
  The following day, Ms. ******* contacted our front desk with a complaint, asserting that her entire house was covered in dust. She also provided pictures depicting dirt in various locations, including images of her feet covered in dirt. It is important to note that Ms. ********* house was already in a considerably dirty condition, and it is possible that *** from the wildfire in our area could have settled around her house, contributing to the presence of dust particles.
  
  In response to Ms. ********* complaint, we promptly dispatched a team of cleaners to her house on the same day as the complaint. They performed a thorough re-cleaning of the entire duct system, wiping down any dirt or dust they encountered. They also diligently cleaned the area around the vents, and their report indicated that minimal dust had escaped during the cleaning process. Furthermore, they wiped down the walls as mentioned by Ms. *******, and there was minimal dust accumulation found.
  
  Despite our sincere efforts to rectify the situation, Ms. ******* persisted in sending additional emails, this time asking for compensation, we believe she is attempting to get a free deep cleaning service of her already untidy house. We have consistently responded to her in a courteous and professional manner, explaining that we have already conducted a return visit, spending several hours re-cleaning all the vents and thoroughly cleaning her house. Therefore, we have determined that no further compensation is warranted in this case.
  
  We remain committed to providing exceptional service to our customers and addressing any concerns promptly and professionally. We appreciate the BBB's attention to this matter and hope that our explanation provides a fair and accurate account of the situation.
  
  Thank you for your time and consideration.
  
  Sincerely,

  ************ ** ***************

  Service Manager

  Good Air Ventilation Systems Inc.

  Customer Answer

  Date: 15/06/2023

   I am rejecting this response because:
  
  
  

  I’m rejecting this statement from Good Air Ventilation. I’m in awe of all the lies that were put in his statement. They were hired to come and clean the air ducts in my home. My husband said he never told them not to do certain ducts, why would he stop them from doing a part of the job they were hired to do? It doesn’t make sense.

  Secondly, the reference that was made that the residents in the home were heavily intoxicated is an outright slanderous lie. Also calling my home dirty with beer cans everywhere is also false.

   

  *** from the Tantallon wildfires did not travel over 25km to Dartmouth and settle around and in my airducts. The dust came from the air vents they failed to clean; due to faulty equipment they were using. The technician informed me on their second visit to my residence that the dirt and dust was because of a hole in their hose, and that they tried to cover it with some sort of material which did not work as evident in the photos. 

   

  He has stated that our house has irregular sized vents which made it hard for a proper seal around their vacuum box. I am refuting this also. Furthermore, nowhere on their website specifies that they are only equipped to clean specific sized ducts. If they are not properly equipped for the job, the technicians should have said so beforehand, which did not happen.

   

  Another lie in this statement is saying when the service people came to do my return air ducts, is that they were here for several hours when it was one hour and ten minutes, in which I spent the first few minutes showing them my concerns of the mess.

   

  I also took time to get my vacuum parts, because when I asked if they had any parts for the shop vacuum that they were using; they said no. I then went around the house while she put the hose in the vents and vacuumed the top of the vents where she could see the visible dust. She did wipe 2/ 3 inches around the vent area but as I have stated in a previous email the dirt spewing from the faulty equipment went far beyond that area as is shown in my pictures.

   

  In closing I would like to say I’m not looking for someone to do a deep cleaning of my house. The mess that was made by this company took me 3 1/2 days to clean. All I ask is to rectify this dispute by looking at the pictures and realizing I should not have to pay for a service that took me so long to clean up after.

  Regards ******* *******