Complaints
This profile includes complaints for Fresh Air Duct Cleaning's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/28/2024
Type:Status:ResolvedMore 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.
Installation of a Wood Burning Stove not correct according to manufactures specs or code.Licensed independent Inspector failed the installation.
Business Response
Date: 02/26/2024
They have to have the wrong company. we do Hvac/air condition company and we do not do wood burning stoves. So if we could get this taken off of our profile and put on the correct company. I can talk with whoever to verify that it was not us who did the work nor does the customer come up in our system.Customer Answer
Date: 02/27/2024
wrong company, it should be Fresh Air in ******, not *******.
Thank U!
Business Response
Date: 03/11/2024
We would like to extend our sincere apologies for the inconvenience and dissatisfaction experienced with the installation of the wood-burning stove. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.
Upon reviewing the complaint (February 5th, 2024) and the circumstances surrounding the inspection (February 20th, 2024) , we understand the gravity of the situation and the impact it has. Rest assured, we take full responsibility for any shortcomings in our installation process.
In order to rectify this matter promptly and effectively, we have taken the following steps:
1. *Thorough Inspection*: We will dispatch our certified technicians to conduct a comprehensive inspection of the wood-burning stove installation to identify any deficiencies or errors. This was completed on March 4th, 2024.
2. *Immediate Correction*: Upon identification of any issues, we will promptly rectify them on March 4th,2024 to ensure that your wood-burning stove meets all safety standards and regulations from the instruction manual for the Jotul 35 stove.
3. *Enhanced Training*: We are committed to continuous improvement and will provide additional training to our installation team to prevent similar issues from occurring in the future.
4. *Open Communication*: We encourage you to reach out to us directly with any further concerns or questions. Your satisfaction is our top priority, and we are dedicated to addressing any outstanding issues promptly and professionally.
Once again, we apologize for any inconvenience this situation has caused and appreciate your patience and understanding as we work to resolve it. As a small business, we continue to learn and grow. Please be assured that we are fully committed to ensuring your complete satisfaction with our services.
Thank you,Customer Answer
Date: 03/13/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:08/02/2023
Type: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.
My home was serviced by Fresh Air Duct Cleaning on 7/5/23. They were supposed to perform a full dryer duct cleaning. The price that they provided upon arriving to my home for service was several hundred dollars greater than the price they said the cleaning would be over the phone (they said it would be around $150 when I booked the service). Further, I was overcharged by $66 upon completion of the service- I was charged $350.20 after the cleaning was done when $284.16 was the price I had agreed to. Additionally, the company damaged my dryer duct system and caused my brand new dryer to break. This was confirmed by the dryer manufacturer, who said the cleaning was done improperly which caused water to leak into the dryer and fry the motor, rendering the dryer inoperable. I had to replace the dryer due to the damage caused by Fresh Air Duct Cleaning, which cost me $900. Fresh Air Duct Cleaning also performed the cleaning improperly and recklessly. After they performed this alleged "cleaning," I had to have another dryer duct cleaning company service my home and actually do what Fresh Air Duct Cleaning was supposed to do. This company found 2 clogs within my dryer duct system in the process. Why would there be clogs when Fresh Air Duct Cleaning had already cleaned out the duct system? Because they didn't actually do the job they claimed to have done. I contacted the business several times and attempted to resolve this matter with them privately. I asked for a refund for the cost of the cleaning, an extremely reasonable ask given that I am owed much more than that. The company was extremely dismissive and denied any wrongdoing. Their employees try to intimidate you out of pursuing a refund through bullying and harassment (you can easily see this for yourself by quickly scrolling through their Yelp/Google reviews). This company's business practices are extremely deceptive and unethical, and they must be stopped from harming future consumers.Business Response
Date: 11/14/2023
We serviced ***************** home on 7/5/23. Mrs. ************ had claimed she needed a cleaning due to her dryer having issues. We performed a deep cleaning service on her dryer ducts and a lint dissolving chemical solution at no cost.
Jennifers boyfriend paid the balance of $350.20 for the invoice and gave ****** review.
On Jul 20th the client messaged that she was having problems with her dryer motor. We had explained that our cleaning services has nothing to do with the dryer itself but of course we agreed to go back and inspect on 7/24/23
On 7/24/23 the technician went back out to inspect.. The technician cleaned again and installed a new dryer duct. The client was with the technician at this time and agreed before the technician had left that everything was in good standing. We showed the client exactly what was performed and how it has nothing to do with the **** itself.
The client claimed she spoke to her dryer
We staying in communication with ***************** due to her also mentioning the fees involved. We sent the receipts and invoice over to break it down further for her. Example is below
On the 28th ***************** sent a message apologizing for her behavior and on August 7th the client sent a dispute for $66.04. She claims that the cleaning was not completed but actually it was completed twice, the 2nd time to help ease ******************* mind.
We stayed in communication with the client after the service was completed and continued to communicate after the 2nd visit. We take pride in our company and have amazing reviews to fully show the level of care we provide. The Fresh Air Employee was very professional, knowledgeable, and takes pride in doing the job well. Our office always communicates professionals and with empathy towards all of our clients.Customer Answer
Date: 11/14/2023
I am rejecting this response because: The company's account of the events that transpired over the summer is not factual and is a sad attempt to save face. The second sentence of their response is wholly incorrect. I never once "claimed" that my dryer was "having issues." The dryer was less than three months old at the time the company serviced my home. It was brand new and in pristine condition. It was not having any issues. The reason I scheduled a dryer duct cleaning service with the company was because I purchased my home two years prior and was not aware if/when the previous owner had had the duct cleaned. The dryer did not experience a single issue until after Fresh Air Duct Cleaning serviced my home. It was fully functional and operating perfectly. The company has also conveniently failed to mention that they attempted to overcharge me almost $70 more than the price I agreed to and thought I wouldn't notice. Additionally, the employees I spoke with did not exhibit any empathy or professionalism towards me. In reality, I was treated with disrespect and contempt by both ******* and ******. ******* specifically is the most unprofessional customer service personnel I've ever communicated with in my life. Lastly, the company already publicly admitted fault in their response to my ****** review so it's interesting now that they are denying any culpability. This company, its owner, and its employees are inherently fraudulent and I sincerely hope future consumers do not fall for their scam.
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