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:11/14/2022

  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.

  In March 2022, McAfee did a duck work cleaning on my rental. In October when the weather got cooler and we turned, the heater on the heater would not work. So I checked the heating element coils and found debris left behind from McAfee not cleaning up after the ductwork cleaning. McAfee refuses any wrongdoing. I sent them pictures of how bad the debris was, but they still refused that they had anything to do with the debris left behind. No matter how hard I tried to explain the situation they continued to tell me I have no idea what I’m talking about, even though the pictures clearly show a bad cleanup job. McAfee said they would charge me $90 to come out and check the problem they caused. The element was shorted out by pennies in nails and would cost me almost $400 to replace. I paid about that much to have the ductwork cleaned. If McAfee would refund their service fee, it would cover the charge for their mistake. That would be the least they could do.

  Business Response

  Date: 11/21/2022

  Mr. ****** is correct that we provided Air Duct Cleaning services on 03/04/2022.  This is the only time we were asked to provide service at this residence.  Mr. ****** contacted us on 10/21/22 to request service.  We let him know that we could come out and assess, but he declined and said he would call back if he wanted service.  He did not call again until after he had another company perform work on the system.  Because we were not able to visualize the system or evaluate it in person, we are unable to determine what work was required and for what reason.  Mr. ****** received the air duct cleaning service he paid for in March, and we have no ability to determine what may or may not have happened in the home during the following almost 8 months.  For these reasons, we are unable to reimburse Mr. ****** for monies he paid to another company.

  Customer Answer

  Date: 11/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  McAffee did not say they would come out to inspect the bad job they did. They were clear on having to charge a service fee to come out and see their 1/2 done cleaning job. This is unacceptable. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/22/2022

  We respect the customer's decision to not accept our response.  However, due to the passage of such an extended period of time, there is a service fee associated with sending a technician to the home to perform an evaluation. This was explained to him, and he chose not to schedule. Instead, he chose to have another company come out and perform work.  Unfortunately, because of these choices, we remain unable to evaluate anything due to the passage of time and work being performed by another company.  Without an opportunity to perform a proper assessment or ability to provide either explanation or remedy, we are unable to take any further action.