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:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 scheduled a duct cleaning estimate today to be completed this Friday. It has a $78 charge because I have two ************* I asked the business whether they can complete the cleaning on Friday following the estimates and was told that it would need to be a separate appointment. I asked them to cancel the appointment and refund my estimate charges. They declined and sent me a video about their process of cleaning ducts.

  Business Response

  Date: 01/22/2025

  Is was refunded 

  Customer Answer

  Date: 01/23/2025

  I received the refund and I appreciate the BBB for helping the dispute get resolved, but I think this business owner would benefit from a bit of coaching on his rights and the rights of his customers. He called me a bully so hes clearly not going to take any feedback from me. As well, a consumer shouldnt have to file a complaint with the BBB to get a business owner to follow the law (or the terms of a contract). The companys Yelp appears to be filled with people who have not filed complaints with the BBB. I was just looking for a company that could come out and clean my ducts in one day for a set fee; thats not what his company provides so I wasnt the right match for his company.

• Initial Complaint

  Date:06/20/2023

  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.

  They said that we have **** in our airducts. He had a Proclean swab test, I have video and pictures of this. This is a brand new home to us. We went in to get our ducts cleaned and it was going to cost $1500 and $2000 for the second furnace. They said they couldn't sanitize the ones in our attic because fiberglass insulation. It was $3500 to remediate the **** and prevent **** from happening throughout the year. I trusted them that they were professional and knew what they were doing. It was found out that they were committing fraud. So I called the company that the test they used was for food contamination and not to test for household ****.
  
  They owe us $7,000.00. We would like a refund of $7,000.00.

  Business Response

  Date: 06/20/2023

  Dear Better Business Bureau,
  
  I am writing in response to a complaint filed by Mrs. ********* concerning services rendered at her home by our company. We value our customers' experiences and take all complaints very seriously. Our primary goal is to ensure customer satisfaction by providing top-quality and reliable services, but it appears that there was some misunderstanding in this particular situation. 
  
  Mrs. ********* approached us for duct cleaning services. She was provided with a quotation of $1500 for the main furnace and $2000 for the second furnace, totaling $3500. This amount was for duct cleaning services and not for **** remediation. I must clarify that while we may identify possible indications of microbial growth, our company does not claim to be a scientific authority, nor do we offer services for **** remediation. 
  
  When servicing Mrs. *********'s property, we observed suspected microbial growth and, consistent with our standard protocol, advised that she have laboratory testing performed. This recommendation was made as a preventive measure in the interest of Mrs. *********'s health and safety, and not as a definitive diagnosis of ****. Unfortunately, it appears this recommendation may have been misunderstood as a statement of confirmed **** presence.
  
  The additional $3,500 charge, which was mentioned in the complaint, was for cleaning an insulated trunk line in her attic. This service was necessitated by the presence of fiberglass insulation which, if disturbed, could result in potentially harmful airborne particles. We offered the service of encapsulation, a procedure where we clean and seal the fiberglass strands, preventing the need for a ductwork replacement that could cost tens of thousands of dollars. 
  
  We understand that there have been issues with the company **** *********, which initially referred us for the job. We assure you we are currently looking into the matter and reevaluating our relationship with this company to avoid any future misunderstandings.
  
  In response to Mrs. *********'s claim for a refund of $7000, I must stress that this amount significantly exceeds the total cost of the services we provided, and we find this request unreasonable. Mrs. ********* willingly chose to employ our services, and it appears that any discontent may stem from an instance of buyer's remorse. 
  
  Furthermore, after Mrs. ********* reported a missed vent, we promptly responded by sending technicians back to rectify the issue. During this follow-up visit, our technicians were asked to perform additional tasks 'under the table,' which they correctly and professionally declined.
  
  We are committed to maintaining the highest standards of service, and we appreciate the opportunity to clarify our position. While we are very sorry for any misunderstanding that has occurred, we respectfully disagree with Mrs. *********'s version of events and request for a refund.
  
  Thank you for your understanding, and please do not hesitate to contact me if further clarification is required. 
  

  Customer Answer

  Date: 06/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have video confirmation of Hyper technicians stating that ***** tested for **** and indicated it was present. Also, ***** placed the swabs on my kitchen table stating that they indicated **** was present. The original quote to clean the ducts was $2100. I had the additional services completed because I was made to believe there was **** in our system and that this was the way to handle it. The test ***** used to indicate what he stated was **** are not **** tests. I contacted the swab company and they stated these tests can in no way indicate ****. ***** stated it did. Therefore I was misguided.  His technicians advised if I wanted to know what TYPE of **** that I should send it off for testing. Not whether or not it was ****. 

  I do not know what "under the table" requests I made. However, I do know that ***** offered to take old, unused vents down and replace cardboard venting with the old metal vent material. I declined. When they came back to finish work that was missed, I asked them to clean the old unused vents and they declined. I simply asked if it was possible, they contacted ***** and he stated they could not. And that was that. There was no "under the table." 

  There was not a misunderstanding. I was led to believe there was infact ****. I also have the receipt which states "suspect **** remediation."

  I was made to believe something that simply wasn't true. This is not buyers remorse. It's called fully understanding that the test Hyper performed to say there was **** in our home was not a **** test. Therefore the services I paid extra for because I was led to believe there was in fact ****, which went way over the original $2100, needs to be reimbursed. 

   

  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Customer Answer

  Date: 06/21/2023

  The total charge for services by HYPER were $9290. I have my receipt to prove it.

  I also have documented conversation with Pro-Clean services stating their swab tests absolutely cannot indicate ****. I also have screen shots from HYPERs own website stating they offer Free ****&NADCA inspection tests. 

  How can HYPER say it was a misunderstanding? It is completely advertised and indicated they were doing a free "****" test.  

  The "test" cannot indicate **** in anyway. So again how am I misunderstanding? 

  Im not. I understood perfectly from HYPER that they were testing for ****, claimed our air system had it and were there to treat it. In reality, HYPER was deceiving and misleading, advising for services not needed and charging a large sum to "remediate." 

  HYPER should not be a member of NADCA. NADCA is set up to protect us from companies like HYPER. 

   

   

• Initial Complaint

  Date:11/21/2022

  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.

  I purchased an advanced cleaning, but on the service day, after accepting our payment the owner told his technicians not to open most of the air supply duct covers. Thus, the advanced air duct cleaning did not occur on the unopened covers. So the owner, *****, took money for work he did not do. When I question him about this, he became rude and obscene. In addition, he tried to upsell services for additional cleaning after flashing a blurry picture of what he claimed was mold in our a/c coils. When I declined (because his pitch seemed dishonest), he made a comment about how "I just don't have the money to spend". Later on he dishonored himself by slandering our home and then boldly lying about my conduct with his technicians and his scheduler. Everyone I encountered, aside from the owner, was professional. Due to the owner, stay far far away from this company. Please never let this man step foot onto your property.

  Business Response

  Date: 11/21/2022

  Thank you for your feedback ****** *****.
  
  You had tack strips and carpet installed around your vent covers, which made it impossible to remove your covers without damaging your home, even after your demeaning and belittling comments to my employees, like “my 3 year was able to remove that vent, why can’t you?” We still decided to stick around and help increase you’re air quality anyways.
  
  I’m sorry you didn’t have enough money to pay for the time for us to be able to uninstall tackstrips and carpet to do the job to your standard, even though we went over all of this before beginning the work. (This is very very rare to see carpet installed this way. This was installed by some cheap installer that was lazy, the carpet is supposed to be installed under the vent not over and around it.) We were still able to clean all of your ductwork. It took a crew of two 6 hours to do so. I personally feel like we did an exceptional job with the budget you approved us for. As far as painted on covers or covers we can not remove we have tools that go through the vent to clean so we do not have to tear up the walls and covers during removal. We asked you if you wanted us to remove and you said no. You didn’t want use to damage the paint or walls. So we did it the way that does not damage the paint.
  
  You’re just one those abusive control freaks that can not be pleased no matter how far above someone goes for you.
  
  You were mean and belittling to my wife on the phone during and after the booking and both of our technicians at your home and myself.
  
  None of us wanted to deal with you but we did because it’s our job.
  
  I’d suggest taking along look in the mirror ***.
  
  This isn’t **********, the customer isn’t always right. We are professionals HVAC techs that know our job very well and you are wrong. I’m not sure why you hired us if you know how to do our job.
  
  There are hundreds of other 5 star reviews you can read here from people that would completely disagree with this guy.
  
  But thanks for having us out and I hope you enjoyed the clean ducts!

  Customer Answer

  Date: 11/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  ********** response is filled with lies and slander. He reveals himself as unrepentant and a thief.

  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:11/16/2022

  Type:Billing 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 made an appointment to get my air ducts cleaned on 11/15/22 between 1-3.I paid a $100 non refundable deposit to hold my appointment time.Tuesday came along and I ended up getting stuck at work until 2 so I had my mom go to my house to meet them in case they showed up before I got home. ******** showed up before 1 and conducted the inspection and I got texts of pictures sent to my phone at 1:05. My mom called in a panic and told me he said we had black mold and it would be $1650 to remediate the mold in the furnace before they could clean the ducts and talked down to my mom when she said we didn’t have that money to get that done today and that we just wanted the ducts cleaned. He said that the mold spores could go throughout the house and he couldn’t do the service unless she signed a mold waiver. He never even tested for mold.She called my boyfriend to ask him what to do and he talked to ******** and said if he couldn’t do the service then he could leave. ******** then called the technician who was coming to clean the ducts and said “yeah I talked to this asshole just now and you don’t have to come” my mom heard every word. I immediately called the office when I got off work because I got an invoice for $375 for a cancelled appointment. I didn’t cancel the appointment at all. I was told they would call me back.I never received a call and so I called on 11-16-22and left a voicemail and tried calling a few more times and didn’t get a response.******** returned my call around 4:50 and would barely let me get a word in.Everything he told me contradicted what my mom and boyfriend had told me what happened.He told me that I didn’t have to pay the cancellation fee multiple times.He cursed multiple times while on the phone call and threatened to call my boyfriends boss and get him fired.I finally thanked him for his time and ended the call.I left a review on google and he texted me threatening to take me to small claims court for the cancellation fee.

  Business Response

  Date: 11/17/2022

  On 11/10/2022 at 4:58pm ****** ******* called our Maryland Heights, St. Louis office to schedule a standard furnace and air duct cleaning. With a FREE NADCA inspection for air quality and the possibility of MOLD growth as **** ******* expressed on our recorded and and documented phone system (************) that she was concerned of “BLACK MOLD” in her home. 
  
  The standard Air Duct Cleaning is our cheapest, and most affordable duct cleaning we have to offer. During the intake process we go over every option including all of our pricing so customers have an idea on what to budget for. (Best and worst case scenario) All of our pricing is upfront and disclosed over the phone and sent via email for all customers to review along with videos. 
  
  The appointment was scheduled with our crew to arrive between 1pm and 3pm. She paid a non refundable $100 deposit like everyone does. Our NADCA certified inspector, (********) notified **** ******* that he was en route to her residence at 1:11pm via documented and time stamped text messages. 
  
  
  ******** was let into the property by **** ********* mother and her sister. The property was a rental and not owned by **** *******, the property is approximately 750 square feet, it was a shared unit/duplex with an all electric air handler manufactured by Goodman with less than 10 vents. 
  
  
  ******** took approximately 36 photos of **** ******** air handler. ******** is certified & licensed in mold remediation, ******** is also 1 of 5 people certified in mold remediation in ventilation systems within a 100 mile radius. This can be verified at ********* ******** has been in the indoor air quality industry for nearly 15 years and teaches companies how to remediate mold in ventilation systems and clean air ducts around the country! Anyone can verify this by a quick search on google or YouTube. 
  After ******** performed his inspection (1 hour later) and sent **** ******* 8 photos of her air handler containing photos of her blower motor, blower wheel, wiring, A-coils, catch tray, and air handler housing COMPLETELY covered in microbial growth, which ******** SUSPECTED to could be MOLD. 
  At this point per the NADCA standard for mold remediation in ventilation systems we have to stop and reevaluate the situation for everyone’s health and safety. ******** notified **** ********* mother that he believes there is severe microbial growth in her daughters air handler and that cleaning the air ducts without remediating the air handler first would be counterproductive in his professional opinion. ******** proceeded to go over cost with **** ********* mother. She said they are not going to be able to afford that, “they are just two kids barely getting by” as she sat on the floor with her legs crossed rocking back and forth style position putting on eyeliner in the living room. (Very jittery and strange behavior) She proceeded to call *** ********* several times until she finally answered the phone. **** ******* was yelling and screaming at her mother that she couldn’t talk because she was in the middle of giving some a massage and then hung up on her mother. She called again multiple times until she answered. **** ******* answered answered again after reviewing the photos that ******** text messaged her saying “we have to get rid of that black mold!” ******** is trained in this field and would never identify a particular mold type without bringing a hygienist on the job site for a sample and test. In this situation there are options, ******** went over all of them with **** ********* mother, even cleaning the ductwork for the agreed price of what the appointment was originally set as, as long as **** ******* would agree to signing our (SUSPECTED MOLD RELEASE WAIVER) **** ******* requested that ******** waited for her to get home at (2:45p.m) which was nearly an hour and half wait, it was just not possible as ******** has inspections every 45 minutes throughout the day. So **** ******* then yelled and screamed some more at her mother about needing to get back in to her massage session and then hung up on her again. 
  **** ********* mother was frantically trying to figure out what to do and put ******** in an uncomfortable situation as well. 
  **** ******* mother tried reaching her daughter a few more times then gave up and called her boyfriend (*****.) **** *******s Mother quickly told me that ***** was a technician for “not disclosing the name Heating & Cooling,” ******** said, “that’s awesome I know the owners!) So this is where the experience really took a wild turn! ***** answered his phone and **** ********* mother went over everything again with **** ********* boyfriend (*****.) His response was quite simple F*** that and F*** that Mother F******. Cancel this mother F******* Bull S****. ******** proceeded to do as ***** requested and cancelled the appointment. 
  Upon further investigation, little did we know at the time of the appointment ***** was referred to HYPER for employment by a mutual friend of ********* named ***, ***** was not hired by and we did not find out about this until just now, which now this all makes sense. *** was also the referral of the service as well. 
  We only hire great talent at HYPER, and we hope you can understand why as we have high standards and do not tolerate this type of behavior and certainly would not hire anyone like this to work for our wonderful customers. 
  So upon this cancellation we have now received several 1 star reviews from them and their friends. All we did was try to help, we understand that this service can be expensive for some which is why we offer options, but more importantly which is we send all of our PRICING to everyone who gets a quote with us. We are 150% transparent with our pricing and have absolutely no HIDDEN fees.  Which is why we have been in business for 15 years and have become the largest and most reputable duct cleaning company in St. Louis and until now maintained a 5 star rating on google. This is our only 1 star review on google.  But you know what they say, nice guys finish last. We will not let these individuals stop us from achieving greatness and continuing to do great work and provide excellence to our customers for many years to come! 
  If anyone reading this review has any questions or would like to see actual time stamped photos of **** ********* air handler ******** is happy to send them to you and discuss any concerns with you personally about this situation. You can text the office at ************ we will send them to you as google will not let us upload them in this response. 
  Thank you for reading our response St. Louis! And thank you for your support!!!

  Business Response

  Date: 11/18/2022

  Our company stands with our original response. We stand firm on our cancelation policy. We will not respond to this complaint any further.

  Customer Answer

  Date: 11/18/2022

  Complaint: ********
  
  I am rejecting this response because:The owner, ******** *********** told me himself on a recorded line that I did not have to pay the cancellation fee and only took back his word after I left a review on Google and has both threatened legal action and threatened my boyfriends job. A business should not be threatening someone’s livelihood or going back on a verbal agreement because they got a bad review.
  
  Sincerely,
  
  
  
  ****** *******