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:05/28/2025

  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 May 13th 2025, I hired True Ducts LLC to perform a vent cleaning service at my home. The service was provided by their technician *** *****. I had originally requested vent cleaning service only but he strongly suggested adding the antimicrobial treatment service strongly suggesting that my system needed it. I agreed to the service. He started the job and was done in slightly over an hour. I did not follow him around as I was also working but asked him if he would have before and after pictures; He said I would see the dirt. When the job was completed, I raised my concern that I did not see him remove the vent grills. He said that the equipment was powerful enough to clean without their removal. I paid $375. When I did my walk around, I was taken aback by how dirty he left the spaces. I also noticed a lot of dust on the vent covers. I opened some of the covers and was quite surprised and disappointed to find them still dirty. I wondered how effective an antimicrobial treatment on dirty vents would be. I contacted True Ducts LLC via email on Saturday May 17th and attached pictures of the dirty ducts and pictures of the messy condition in which he left the house. I did not hear back from the company by the following Tuesday, May 20th. I called and spoke to Mr ******* He said they had not had a chance to check the emails and promised he would forward the email for the owner and that I would be contacted within 2 days. The owner did not reach out so I called back on Friday May 23. Once again I spoke to *** ****** who said he would send the owner a follow up email. He reiterated that they have a 30 day warranty. As of today, two weeks after the job, I have not heard from the owner. I wish for them to either provide acceptable service as promised or refund my money.

  Business Response

  Date: 05/28/2025

  Dear ****,
  Thank you for taking the time to share your feedback. We sincerely apologize for any frustration or inconvenience youve experienced.
  At True Ducts LLC, we take pride in our commitment to customer satisfaction and strive to provide high-quality service on every job. We appreciate your recognition of our technician Elis efforts and your openness to the additional antimicrobial service he recommended for the health and safety of your home.
  We understand your concerns about the cleanliness following the service and your expectations regarding the condition of your vents. While our equipment is designed to clean effectively without removing vent grills, your experience has clearly not met your expectations, and for that, we are sorry.
  Its also concerning to hear that your follow-up emails and phone calls were not addressed in a timely manner. This does not reflect our standard of communication or care, and we are investigating where the breakdown occurred internally.
  According to our records, you signed the satisfaction agreement upon completion of the service, indicating all work was performed to your approval at the time(attached). However, we do offer a 30-day warranty and we take post-service concerns seriously. We would still like the opportunity to inspect the areas in question and, if necessary, perform a follow-up service to ensure your satisfaction.
  Please contact our office directly at *********** with your availability so we can promptly schedule a technician to return and address the concerns youve raised.
  We appreciate your business and hope to resolve this to your satisfaction.

  Customer Answer

  Date: 05/30/2025

  I was not aware of the completion document until we got to settling the bill. Mr. *** ***** told me that I should have received an email with a form that I needed to sign off so I did not have an opportunity to review it fully. It would have made a difference if this had been mentioned at the beginning of the job rather than at the end when he was in a rush to get paid and leave. Also, there was no way to certify cleanliness without opening the vent covers. 
  When I made the appointment for the cleaning job, I asked the agent that took my call if I needed to do anything to prepare. He said that I needed to make sure that the vents were accessible which we did. We made sure that the furniture was moved to make them accessible.  
  It is rather unfortunate that I had to reach out to the BBB for this entity to respond to me. I am open to the follow up service True Ducts LLC offered but I do not have faith in their responsiveness without a mediator. As the pictures show, the original workmanship was shoddy and my hope is that this will be made right. 
  I would like to suggest dates and times on record that I am available for them to complete the work:
  Saturday 5/31/25: 11am to 2pm
  Monday 6/2/25:  2pm to 5pm
  Tuesday 6/3/25: 2pm to 5pm
  Saturday 6/7/25: 11am to 2pm

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23384609
  
  I am rejecting this response because:

  I was not aware of the completion document until we got to settling the bill. Mr. *** ***** told me that I should have received an email with a form that I needed to sign off so I did not have an opportunity to review it fully. It would have made a difference if this had been mentioned at the beginning of the job rather than at the end when he was in a rush to get paid and leave. Also, there was no way to certify cleanliness without opening the vent covers. 
  When I made the appointment for the cleaning job, I asked the agent that took my call if I needed to do anything to prepare. He said that I needed to make sure that the vents were accessible which we did. We made sure that the furniture was moved to make them accessible.  
  It is rather unfortunate that I had to reach out to the BBB for this entity to respond to me. I am open to the follow up service True Ducts LLC offered but I do not have faith in their responsiveness without a mediator. As the pictures show, the original workmanship was shoddy and my hope is that this will be made right. 
  I would like to suggest dates and times on record that I am available for them to complete the work:
  Saturday 5/31/25: 11am to 2pm
  Monday 6/2/25:  2pm to 5pm
  Tuesday 6/3/25: 2pm to 5pm
  Saturday 6/7/25: 11am to 2pm
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/12/2025

  Hi ****. 
  

  We have called today to schedule a call back to reclean the ducts. 
  

  thank you.