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Business Profile

Duct Cleaning

Duct Care

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/21/2024

    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.
    We hired Duct Care to perform duct cleaning of the three units and all ducts and vents in our home. We paid the company $4175 in September 2024. The team did not wear shoe covers and left a mess throughout the home. We know they did not properly clean the blower fans or the plenum boxes and we have current photos that show these parts covered in debris. Our filters were replaced by us after the cleaning and they now have large clumps on the return side of dust and animal hair (we have no pets but the previous owners did have pets). This informs us the ducts were not completely cleaned. They did not remove and clean every ceiling vent, and when asked they said they only clean the ones that look like they need it. The ceiling vents that were removed were brushed off in place, we have learned other companies wash them outdoors. When they reattached the ceiling vents, they did not have clean hands so left dirty finger marks along the white ceilings. In addition, they used a power drill to reattach the vents to the ceilings so they over tightened and bent many of the vents. They used duct butter to seal the boxes, we later learned mastic tape is a better product for the task. They used a revolving multi tube beater to clean the ducts, we later learned a revolving brush with a vacuum is better for this task. They charged us more than twice the estimates we have since received from other companies to finish the job that Duct Care failed to perform. We have sent photos to ******** ******* from Duct Care. He replied by text that he would send us some refund money for the blower fans not being properly cleaned. This has not been received. He offered to send out workers to address the issues but we do not want them in our home again. We asked to speak with him directly about our full concerns and he no longer responds to messages. We would like a full refund of the money paid.

    Business Response

    Date: 01/28/2025

    We've had complaints the whole time performing their job and a complaint 2 months after the job. Nothing has made them happy no matter what. So, She can keep complaining. I also not happy with BBB, because all I get is dryer vent cleaning request and no duct cleaning request 

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