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:02/25/2025

  Type:Sales and Advertising 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 October 2024, TruClean cleaned our air ducts and did mold remediation. I thought everything was fine with the service provided. In the immediately following months, we had to have our **** system worked on two different times. During one service when our heat was not working, a huge ball of silver tape was wedged in the motor on one of the units. My husband then found one of ducts was not even completely attached to one of the **** units anymore--right next to an air filter that TruClean had replaced. At this point, with two separate incidences of our **** not working properly since TruClean had visited, I looked more into the company and reached out to *****, the association TruClean claims to be a member of on all their advertising and invoices. ******** ******* ******************** at ***** confirmed by email they are not members of this group. Now, with this lie, I'm not sure we can trust anything they ever told us. I'm not sure we really had mold. I'm not sure the work was done correctly. And we've incurred two **** bills to get things fixed that we believe they caused. My husband had a stem cell transplant and needs a very clean environment to stay healthy. That's why we chose someone who touted being part of NADCA. Buyer beware is all I can say. They should not be allowed to use the ***** logo on their ads, website, and invoicing.

  

  Business Response

  Date: 05/01/2025

  We were surprised to learn of your complaint via the Better Business Bureau, as this is the first were hearing of any concerns regarding the work we performed at your property in October 2024. We always welcome direct communication to address issues promptly and professionally, and its unfortunate that we were not given that opportunity here.
  
  
  Regarding your mention of NADCA: We were indeed prior members and have documentationboth digital and hard copyto prove it. Wed be more than happy to share our ***** certification and testing results with you. While we are no longer current members, this was a business decision based on the fact that we werent seeing any tangible benefit from maintaining the paid membership. That said, we still adhere to ***** standards in our work and continue to use the remaining stock of invoices and materials that reference our past affiliation. We believe in minimizing wasteboth environmentally and financiallyand will phase those materials out naturally as we run through our supply.
  
  
  As for the **** issues you experienced afterward: we do not physically alter or reconnect duct lines as part of our cleaning service, so if one was improperly attached, it would not have been touched or adjusted by our team. We apologize if metal tape was found in your systemwhile rare, small oversights can occur during the course of hands-on service. This is something we would have been glad to look into, had we been contacted.
  
  
  We understand and respect your concerns about your husbands health, and we take that seriously. We are genuinely sorry that you feel misled, but we strongly stand behind the quality of our work. To date, we have received no complaints about the actual cleaning service performed at your home, nor did you raise any questions to us after the job was completed.
  
  
  If you would like to see copies of our NADCA certification or further discuss your service, were happy to talk. Were here, and weve always been.
   
  
  Sincerely,
  ***** Jones 
  President
  TruClean inc
  ************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 22988729
  
  I am rejecting this response because:

  While we appreciate the business owner's attempt at sustainability in using outdated invoices featuring the ***** logo, we do not understand why TruClean continues to utilize said logo on the company's website. It would have been a simple thing to remove from the website and other digital media promoting their services whenever TruClean decided to drop their membership from *****. Some clients, myself included, may decide to use this company based on their affiliation with ***** and the added trust and assurance it provides. For complete transparency, it would also be a simple thing to cross out the logo on invoices and other paper products given to clients until such paper products are used up and re-ordered correctly without the ***** logo. This could prompt an honest, open discussion with clients about why TruClean is not a ***** member and why they feel that certification is unneeded. 

  I am glad to hear that TruClean was once a member of ***** and still cleans to their standards. Our health is of utmost importance to us. We hope our air ducts are in tip-top shape - clean and safe as promised. We would be happy to see paperwork of TruClean's past membership should they want to share it. That would give us a new level of confidence. They have our mailing details from the check where we paid in full.

  As to contacting TruClean regarding the metal tape in the ductwork... since we likely would likely have chosen a different provider had we known they were not certified, we no longer felt comfortable trusting TruClean in our home to discuss the metal tape in the **** system that caused a problem. The trust was gone.  

  As for the future, I would be satisfied if TruClean was open, honest and transparent with their clients by removing the ***** logo from all digital media, including their website, as well as any print ads in local publications that may still feature the logo. Then, of course, it should also be removed from any future paper products that are client facing, like invoices. Consumers have a right to know so they can make an informed decision about choosing a provider for this cleaning, which can literally affect the health of each and every person who comes into your home. 

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

  

  Business Response

  Date: 05/07/2025

  Dear Ms. ************************** you for your feedback. While we always welcome constructive input, I want to be clear and forthright about several assumptions and accusations in your message that are not only misinformed but unnecessarily accusatory. Youve made several claims implying that we are being dishonest or intentionally misleading clients, and I want to set the record straight with complete transparencysomething youve accused us of lacking.
  
  
  First, the continued presence of the ***** logo on our website is not a result of negligence, indifference, or deceit. It is due to a serious and frustrating situation: our website was hacked over a year and a half ago, and since that time, we have completely lost access to both the website and the connected email account. Despite repeated attempts to recover accessincluding working with domain providers and exploring legal optionsweve been unsuccessful. We are now in a position where we may permanently lose the website altogether.
  
  
  We have absolutely no control over the content currently displayed on the site. That includes the ***** logo. If we could remove it, we would have done so long ago. This situation is deeply frustrating for us, and weve been open with clients whove asked about it. Your suggestion that this should be a simple thing to fix implies either a lack of understanding of the technical challenges weve faced or a willful disregard for the explanation already given.
  
  
  Second, regarding printed materials: yes, we are still working through a limited stock of older invoices that feature the ***** logo. We chose not to destroy usable materials for sustainability reasons, especially since we were formerly certified and continue to follow ***** standards in our work. That said, we are not printing anything new with the logo and are actively transitioning to updated materials. To imply that we are trying to fool clients with outdated logos is, frankly, offensive.
  
  
  We were proud members of ***** during our time with the organization, and we have maintained their standards even after letting our membership lapse. If seeing our former certification documents, including testing results and membership proof, would provide you with any additional peace of mind, we will be happy to send those to the mailing address associated with your payment.
  
  
  I also want to address your statement regarding the tape issue and your trust in our company. We were not made aware of this problem prior to your complaint. Had you brought this concern to us directly, we would have responded promptly and professionallyjust as we have with every client over the years. Instead, it appears youve chosen to draw conclusions and make judgments without affording us the opportunity to address the issue properly.
  
  
  We recognize the importance of honesty and informed decision-making for consumers. That is exactly why we are taking the time to respond in full here. We are not perfect, but we do not operate in bad faith. Accusing a small business of misleading its clients based on a hacked website and some legacy paperwork crosses a line from constructive feedback into unfair character judgment.
  
  
  We remain committed to the highest level of service and professionalism, and we will continue to move forward with integrity, regardless of the assumptions made by a single customer.
  
  

• Initial Complaint

  Date:10/15/2023

  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.

  TruClean came to our home to provide a quote for air duct cleaning on 8-19-23. During the appointment, ***** discussed the process and proceeded to our attic to conduct the estimate. Upon returning from our attic, he advised us that we had severe mold in our unit and it was a health hazard that needed to be addressed immediately. He continued to state that he was able to begin the process right away as he is a certified mold remediation specialist. He advised the process would require two treatments, the first being that day and the second two weeks later at which point they would also clean the air ducts. ***** even provided us a video of what he found in the unit - stating on video that it was pretty bad mold.We were very concerned about our health, not knowing how long it had been like this and we've owned the home for nearly 5 years. We agreed to have him conduct certified mold inspection, testing, and remediation with the first appointment - inspection, testing, 1st treatment of remediation for $449. The second treatment was to be $250.***** never took a sample of the substance found in our unit. I called TruClean numerous times trying to obtain results of the testing and there was no answer or return call. I finally spoke to ****** - office staff on 8-24-23 and she was going to look into test results. On 8-28-23 ****** confirmed that there was no test conducted.At that time, 8-28-23, I requested to speak with an owner to remedy this situation as we were scared into immediate action that was unfounded. ****** was going to speak with the owner, ***** and follow up with how they were going to make this situation right. To date, we have not heard back from TruClean. This includes phone calls - with and without voicemails as their mailbox if often full and text messag to ***** requesting assistance.We are seeking a refund of the $449 paid to inspect, test, and remediate mold that was never tested.

  

  Business Response

  Date: 01/31/2024

  Tell us why here...Dear Esteemed Customer,
  
  We extend our gratitude for articulating your feedback in detail, and we genuinely regret any dissatisfaction you may have encountered in the course of our services. It is imperative to underscore the profound expertise of our technicians, each duly certified in mold, inspections, and mediation, consistently exemplifying a rigorous commitment to excellence.
  
  Your articulated concerns pertaining to the testing option warrant consideration. It is pivotal to elucidate that the trajectory of the prescribed treatment, executed by our adept technicians, remains invariant irrespective of the testing outcome. Notably, opting out of testing provides a judicious avenue to curtail expenses while ensuring the expeditious resolution of mold-related concerns.
  
  Compounded by the omnipresent humidity in our locale and the inherent architectural intricacies, our technicians, steeped in acumen, confront mold-related challenges with commendable proficiency. We acknowledge the discerning choice to forgo testing, thereby mitigating the financial encumbrance of an additional $199.95 per test. Substantively, the outcome of such tests would have invariably precipitated an identical course of treatment.
  
  In addressing your expressed disinclination to proceed with the comprehensive scope of work delineated, it behooves us to underscore that the remuneration tendered pertinently pertains to the consummation of the mold treatment exclusively. The aforementioned treatment encapsulates the entirety of the remuneration collected, as there was no concomitant engagement in a molestation.
  
  While we respect your prerogative to discontinue the outlined scope of work, the inescapable reality persists that the services remunerated have been judiciously discharged. Regrettably, in light of the aforementioned, a refund cannot be extended. We trust this elucidation provides clarity on the matter and remains at your disposal for any additional inquiries.
  
  Cordially,
  
  [Your Company]

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20736244
  
  I am rejecting this response because the company never tested the area and therefore does not know without a doubt if it was or was not mold. They used fear tactics to coherence us to immediately treat the area. When I inquired about the test results, I was advised they had not received them. The reality is, we were not given the option to decline testing and they told us it was mold  

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

  

  Business Response

  Date: 03/14/2024

  Please reference pervious response to this matter, as it covered all of the same concerns. 

  

  Business Response

  Date: 03/14/2024

  Please reference pervious response to this matter, as it covered all of the same concerns. 

  

  Business Response

  Date: 03/14/2024

  Please reference pervious response to this matter, as it covered all of the same concerns.