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:09/15/2024

  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 12/12/23 I engaged this group posing as a local business online to clean my HVAC vents and dryer vents (2 each). When they started cleaning they kept increasing the price explaining due to the size of my home. Then they said they would need to charge extra to clean the dryer vents, not disclosed when I spoke to them. I agreed, some how we got from $ 600 to *****. When leaving they told me they would only accept cash or venmo. I told them absolutely not. I would give them a check . I continued to get calls from them telling my my check was refused and I had to pay cash, I felt threatened by them. I told them no, they continued to harass me with texts and phone calls. I continued to tell them I would only pay by check with a paper invoice. I finally got an invoice in January which I paid immediately and sent by mail. In February we had a dryer issue and I used my household appliance coverage to fix the dryer, again last week same issue. The appliance repairman fixed the dryer but suggested we - have our vents cleaned as this would cause the dryer to shut off if they were blocked. I explained we had just completed this in 12/23 but he said we should have it checked. I called a contractor that I had used previously, and he came out today. What he found was upsetting. Philly Green Clean had removed all the "silver tape" (proper tape for ducts, heat proof) and they replaced them with Duct Tape (fire hazard). On the dryer that was repaired 2x, they had shoved the old silver tape up inside the actual flex tubing blocking the exhaust and causing the dryer to shut off prematurely, thus the two repairs. Upon clean the vent on the outside of the house, he found they had broken the vent exhaust flap on the roof which was also blocking the same dryer exhaust. I have had to have multiple repairs to my dryer and we were in danger of fire in the household. Green clean is a front sold to individuals who should not be providing this service.

  Business Response

  Date: 04/08/2025

  Thank you for bringing your concerns to our attention. We truly value your feedback, and I want to personally extend my sincerest apologies for the experience you had with our company. At Philly Green Clean, we strive to provide the highest level of service and professionalism, and Im very sorry to hear that we did not meet your expectations.

   

  Please know that we take your concerns seriously and have thoroughly reviewed the details of your service appointment. While we understand your frustration, I want to address each of the issues you had mentioned. Firstly, the price of our services can vary based on how many vents are being cleaned, how long the dryer vent is, if the customer would like a deep ***********************, etc. In your particular circumstance, we preformed a deep cleaning to 11 supply vents, cleaned 5 returns, cleaned 2 main supply units, and cleaned the dryer vent. The price was higher than originally quoted because we serviced more vents than were quoted for, preformed a deep cleaning, and for dryer vents more than 20 feet we charge an extra fee per additional foot. 

   

  Furthermore, we only supply our technicians with the proper silver tape. We are always mindful and respectful of our clients homes and spaces, and we document our work carefully to ensure everything is left in proper order.

   

  That being said, we fully understand how upsetting it can be to feel that something may have gone wrong during a service. We never want any of our clients to feel unheard or dissatisfied, and we are more than willing to work toward a resolution that leaves you feeling respected and valued.

   

  Your feedback helps us grow and improve, and we would appreciate the opportunity to restore your confidence in our team. Please feel free to reach out to me directly if there is anything we can do to make this right or if youd like to discuss the matter further.

   

  Thank you again for giving us the opportunity to serve you. We hope to demonstrate our commitment to quality and professionalism in any future engagements.

   

  Warm regards,

  Philly Green Clean