Complaints

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• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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.

  On December 16, 2022, Unique sent an employee to my house to clean my entire house of vents for the cost of $299. When the employee arrived, he proceeded to tell me that I had mold in my furnace. I was shocked that he also told me that he could clean the mold for $895 and I told him I was not paying that amount. Then he proceeded to tell me that he could do a one shot clean of mold for $300. I told him to go ahead. The employee then came back to me and proceeded to tell me that my dryer hose was disconnected and he could attach it for $65. The dryer hose was part of the entire house vent cleaning package of $299. I subsequently went downstairs and saw no dust in my laundry room and deduced that the employee disconnected my house. When the manager from Unique called me she confirmed that he told her he disconnected the hose to cut it and shorten it. The employee had, in fact, disconnected the hose and reconnected the hose and charged me the $65. I had just washed clothes 2 days prior and there would have been evidence of lint all over my laundry room had that hose been already disconnected and my clothes in the dryer would have still been wet, but they were dry. I do not know whose furnace this man showed me pictures of but it was not mine according to the inspection report from ******* ******* or would that so-called mold and fungus would have grown in a month's time as shown from his pictures and from the ******* ******* Inspection Report indicating my furnace was free of mold and microbial growth. The employee was showing me pictures of someone else's furnace and not my furnace which is fraud. In light of the above facts and the attached Inspection Report as evidence, I am asking for a refund of $365.00, which was the cost of the so-called mold and fungus cleaner and the cost of replacing a dryer hose he disconnected from my dryer. I have also conducted research on this company and found that they have a history of overcharging customers.

  Business Response

  Date: 02/02/2023

  Dear ***********************,
  
  In response to complaint ID ********, we would like to respond with the following:
  
  On December 16th, 2022, Our technician arrived at the customer's address to perform a deep cleaning of the ventilation system. At that time, our technician had conducted a thorough inspection of the air ventilation system, dryer ventilation, and the HVAC system as a part of the service included.
  During the inspection, our technician discovered that there were mold spots on some of the vent covers indicating that the presence of Mold was in the customer's ventilation system associated with the HVAC system as well. (see pictures attached).
  The Dryer vent, silver flexible hose, was found to be too long in order to function properly and needed to be adjusted to improve proper drying function and prevent the hazard of a possible fire. 
  Our technician explained his findings to the customer and got authorization to proceed with removing and fixing the needed problems.
  
  The customer complained that a competitor inspecting her systems on 11/2022, prior to us completing our job, didn't find the same findings as we did.  We have to address his inspection report to be poorly executed and not fully done. The competitor from the other company did not look in every place like our technician and ended up providing the customer with inaccurate information. This considered, makes me wonder why the customer did not hire the competitor but reached out to our company and hired us to perform the cleaning.  The customer was not forced to accept any service from our company.  We offered our findings and costs for service, then, once approved by the customer, we begin work.
  
  The customer is questioning the integrity of our technician and accusing him of things that are not true. He had taken pictures of everything that needed attention at her home related to his service and got approval from the customer to continue with his work. I'm saddened that the customer feels unhappy with our service, but I stand behind the services provided by our technician as he has been with us for many years and his integrity has never been questioned!
  Although we do not believe we have done anything wrong, customer satisfaction is very important to us. Therefore we would gladly send the customer a courtesy refund of $65.
  
  ****

  Unique Air Customer Care

  Customer Answer

  Date: 02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************