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:07/18/2023

  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 06/30/2023 I asked for a estimate to get my dryer vent replaced.The tech arrived and proceeded to my attic to evaluate the work.The tech was in my attic for about 25 min, then he came back down to further check the outside exhaust vent. The tech returned to my attic once more for an additional **** ***** few days down the road (07/05) the humidity level and heat rose, I turned on my AC unit to cool off the condo. The next day on 07/06 at approximately 3 PM I heard water gushing from upstairs in one of my bedrooms. It turned out my AC condensation line was broken and leaked on the sheetrock then into the bedroom.It appears the tech unknowingly stepped on the condensation line breaking it, which led to the water leaking onto the the sheetrock and entering the bedroom. On Friday 07/6 the owner of the company came to my place to review the issue / damage.I gave sometime for the company to respond, finally on Friday 07/14 I called the office and spoke to the owner who stated he's working with the insurance company to log a case.I too called my insurance company who responded within 24 hrs. I'm still waiting for Lint-x insurance to contact me.

  Business Response

  Date: 07/25/2024

  My response: 
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and aim to resolve any issues promptly and fairly. However, there are several inaccuracies in your account that I would like to address.
  
  When we visited your property, our technician, ****, thoroughly ensured that no damage was caused to the drain pipe in your attic. **** has no motivation to lie, as our company culture at Lint-X encourages honesty and integrity among our technicians. We always take responsibility and make things right if any damage occurs during our service.
  
  Upon investigation, I offered a compromise to patch the ceiling but not to paint it, which you initially accepted. It's important to note that the air conditioning system had not been used since the previous summer, meaning that any prior service or individuals, including yourself, could have inadvertently caused the damage.
  
  During my visit, I observed that you seemed very nervous and jittery, raising concerns about your financial situation. You proposed that we perform additional work for free in exchange for the alleged damage, which I respectfully declined. The damage to the ceiling did not appear to be recent, further suggesting that it may not have been caused by our technician.
  
  Subsequently, you requested $500 in cash, threatening to damage our companys reputation if we did not comply. This behavior is consistent with an attempt to leverage the situation for financial gain. I proposed to handle the matter through our insurance company, which would ensure a fair and professional resolution. Your reluctance and heightened tone upon hearing this indicated a preference for a direct payout, which raised further red flags.
  
  We contacted our insurance company immediately after our conversation, and they assured us they would follow up with you. We understand there may have been a delay in their response, but it is untrue that we did not communicate with you for two weeks. Once the matter was in the hands of our insurance company, we could no longer intervene directly.
  
  We are committed to resolving this issue through the appropriate channels and ensuring that all parties are treated fairly. If you have any further concerns, please do not hesitate to contact our insurance provider for updates on the claim.
  
  Sincerely,
  
  *****************************
  Owner, Lint-X Dryer Vent Cleaning