A Breathe Rite Carpet & Air Duct Cleaning Co. LLC

Good afternoon, I do apologize for our delay in response. I understand the customers frustration, however none of the issues above was the result of breathe rite technician negligence. The customers lines for the security system were run through the ventilation system. The customer
failed to advise the technician that the wires were located in the return. If the technician was aware that wiring was incorrectly routed through the vent system they would have taken other measure to clean. While the technician was at the customers residence and while the cleaning brush was twisted in the wire, the customer contacted his security system provider who advised they could not come out but it would be ok to cut the wire. The technician then cut the wire upon customer instruction. The customer was aware of the issue and signed that the work was acceptable at the time of job completion with no notes as to any issue. He stated he would handle with the security provider as wires should not be run in duct work

Initial Business Response /* (1000, 5, 2015/12/03) */
Breathe Rite is requesting that the Revdex.com remove this complaint all together
The customer has stated that they got their refund
The customer also got the work performed, and since they got a refund the work was done for free
There is
no proof that any damage was done, nor was there a complaint about workmanship
Thank you for taking the time to review this disputeWe appreciate the opportunity to answer any and all questionsWe apologize for any trouble, if there was any done, but Breathe Rite can do nothing but reply to this inquiry as there is nothing we can do to fix a problem we don't know existed to begin with, but apparently the customer did get their desired result, they got quality work done for free
As far as the desired result, we work with Groupon very close and have for yearsIf Groupon had any questions about the quality of our work, we would have received an inquiry and worked with Groupon, which we did notThey refunded the customer which was their choice and done for customer satisfaction but have not sent us anythingAlthough we would not have to discuss any issues with the customer that took place between Groupon and ourselves, Groupon has not questioned us and I see no place where they removed money from us because of the refund the customer receivedThey deal with people wanting things done like this all the time, and would not ask us to refund anything if there was no proof that we did anything to begin with
Never did Breathe Rite deny responsibility, in this particular case, we received a call from the customer days after his house had been cleanedHe was stating that the night we cleaned he came home and had to reattach all duct workBreathe rite was not notified even the next day, and when we asked for pictures the customer stated that he didn't take any pictures and would remove nails and send us picturesWithout any proof of the damage (before the repairs he claims to have made), we cannot assume any liabilityI would only be able to assume that if the damage as drastic as the customer claims it to be he would have at least taken pictures for us, or contacted us immediatelyWe were not notified until days later
He advised us that he checked all the vents because he wanted to make sure they were cleaned, he had no complaint about the cleaning of the vents, only that he wanted his main lines cleaned additionally and was mad that there was an additional charge if we did additional work that was not purchased with the Groupon
The Groupon is very specific, it states in the main portion and the fine print that it only covers the cleaning of ventsWhat the customer is referring to above would be the main lineIt is the part of the system that to clean correctly would have to have access holes cut in the duct work to clean and then they have to be resealedIf you refer to our website, you can see that they are priced completely different than ventsThis has to do with the additional labor, time, and material cost included in the cleaning of the main linesThe work that the customer asked and paid for was completed in full
The customer took no pictures of the problem nor did they call us immediately to see the damage ourselvesIt would not be considered unreasonable to want some form of proof before the customer claims to have repaired the work to be able to do anything for the customer

Initial Business Response /* (1000, 5, 2015/12/03) */
Breathe Rite is requesting that the Revdex.com remove this complaint all together
The customer has stated that they got their refund
The customer also got the work performed, and since they got a refund the work was done for
free
There is no proof that any damage was done, nor was there a complaint about workmanship
Thank you for taking the time to review this disputeWe appreciate the opportunity to answer any and all questionsWe apologize for any trouble, if there was any done, but Breathe Rite can do nothing but reply to this inquiry as there is nothing we can do to fix a problem we don't know existed to begin with, but apparently the customer did get their desired result, they got quality work done for free
As far as the desired result, we work with Groupon very close and have for yearsIf Groupon had any questions about the quality of our work, we would have received an inquiry and worked with Groupon, which we did notThey refunded the customer which was their choice and done for customer satisfaction but have not sent us anythingAlthough we would not have to discuss any issues with the customer that took place between Groupon and ourselves, Groupon has not questioned us and I see no place where they removed money from us because of the refund the customer receivedThey deal with people wanting things done like this all the time, and would not ask us to refund anything if there was no proof that we did anything to begin with
Never did Breathe Rite deny responsibility, in this particular case, we received a call from the customer days after his house had been cleanedHe was stating that the night we cleaned he came home and had to reattach all duct workBreathe rite was not notified even the next day, and when we asked for pictures the customer stated that he didn't take any pictures and would remove nails and send us picturesWithout any proof of the damage (before the repairs he claims to have made), we cannot assume any liabilityI would only be able to assume that if the damage as drastic as the customer claims it to be he would have at least taken pictures for us, or contacted us immediatelyWe were not notified until days later
He advised us that he checked all the vents because he wanted to make sure they were cleaned, he had no complaint about the cleaning of the vents, only that he wanted his main lines cleaned additionally and was mad that there was an additional charge if we did additional work that was not purchased with the Groupon
The Groupon is very specific, it states in the main portion and the fine print that it only covers the cleaning of ventsWhat the customer is referring to above would be the main lineIt is the part of the system that to clean correctly would have to have access holes cut in the duct work to clean and then they have to be resealedIf you refer to our website, you can see that they are priced completely different than ventsThis has to do with the additional labor, time, and material cost included in the cleaning of the main linesThe work that the customer asked and paid for was completed in full
The customer took no pictures of the problem nor did they call us immediately to see the damage ourselvesIt would not be considered unreasonable to want some form of proof before the customer claims to have repaired the work to be able to do anything for the customer

Complaint: [redacted]
I am rejecting this response because:  There are inaccuracies in this response to my complaint, but I do not wish to pursue the matter further. My greatest complaint was that I twice contacted the business afterward asking if the business would reimburse me for the cost of repairing the security system, and the business did not respond to me. 
Sincerely,
[redacted]

I used Breathe rite this past week on my sons house with a [redacted] price-59.00 for a whole house air duct cleaning and inspection. I am so upset because the 59.00 only covered the floor vents-NOTHING else. Everything was extra. Very misleading. Even when the tech said I should have read the fine print-it said nothing regarding the amount-over 400.00-to actually clean all the vents. Tech said 3-4 people a week argue with him regarding this [redacted]. I should have asked more questions, so that is on me. I picked this [redacted], even tho it was the most because it said "Whole House". Nothing in the fine print said an additional 20 ea for cooling vents and another 200 for the duct work to furnace/ac. Will Never recommend them again. So, since they had already started, for the first floor of the ranch it was 59.00 plus 90.00 for cool air return vents. I told him I would get another company to do the duct work in the basement to the furnace/ac before I would give them anymore money. What a ripoff. Even the other [redacted]s were upfront about what they specifically offered. I did choose this because of the Whole House Title in their ad. Whenever a company says ""you should have read the fine print" know that they are not the kind of company you want to do business with. Even told the tech that if you were receiving 3-4 complaints a week regarding Breathe Rites [redacted] and you were doing around 10 or less homes a week, I would look for another job! Not ethical at all.

The customer did contact our office and was advised that the [redacted] covered unlimited vents to one unit (this can be seen in the fine print on the [redacted]).  The customer asked if she would be charged anything additional.  The answer to this was not unless she wanted additional...

services.   For liability purposes, our technicians have to tell the customers of all findings in their inspections when they are in the house, (the condition of the blower motor, returns, mains if they have them), this does not mean that they have to purchace those services but shows that the customer was advised that something was not clean or functional.  If the customer read the invoice recommendation, she would have seen the coloumn where she was to initial to decline any services they did not want.  The [redacted] also refers the customer back to our website, where there are very detailed discriptions of not only cleanings but the pricing behind them. As far as the carpet cleaning, the customer was advised 35.00 per room.  This is for a pretreat and steam clean.  Again if the customer wanted or needed additional services (which we can not see because we are not in the house) all of them are listed on our website as well as the pricing and the customer is not required to purchace those services either.  It would not be polite or proper for the person that answers the phone to start advising the customer of treatments assuming the customers carpet was in poor condition, this would offend people also.  Our website specifically describes the vents (they blow) the returns (they suck air back to the unit) the main lines as they are all different.  A vent is from the hole in the wall floor or celing to the main trunk line or unit what ever comes first, and it blows.  The customer would have to get their refund from [redacted] as they have not paid breathe rite any money, or she can contact us and we would be happy to waive the 29.95 reschedule fee and she can have her vents cleaned as she purchaced the [redacted] for.

I recently had my carpets cleaned after purchasing a voucher from [redacted] I wasn't sure what to expect never having used them before or having a personal reference; however, I am thrilled with the job that the technician, [redacted], did. My carpets look like new. Granted they don't get a lot of traffic, but were still definitely in need of cleaning.

I also purchased a voucher for my mother's home. Her carpets needing scrubbing in addition to the cleaning, but once again, [redacted] did an excellent job. I couldn't believe how clean he got the carpets. It took him quite a while to clean both houses, but I am so pleased that it was well worth the time.

I am now seeking to have my son's carpets cleaned by him also. I have had many carpet cleanings thru the years, but don't recall ever being this pleased. I believe the good result was the result of the technician's hard work. You might think I know this [redacted] is why I'm giving such rave reviews, but I don't. I just felt like recognition for a job well done was in order here.

Initial Business Response /* (1000, 6, 2015/04/29) */
Contact Name and Title: [redacted] owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@charter.net
Thank you for taking time to leave this review I would be happy to address this complaint as it is for the most part false....

The person that left this review was not the person that was even there when the cleaning was done. The person that was there was his wife, which was confirmed when a day after the cleaning (the 15th of April) we went by the house and the person that is leaving this complaint stated how good the carpets were cleaned and that he just didn't want to pay that much money. There was no refund because all services that were paid for, were completed, and the carpet looked wonderful. The technician spent four hours cleaning.
I am going to be unable to be completely truthful without coming off as insulting and don't mean to sound that way as carpet cleaning is what we do for a living so super heavily soiled carpets are something we are used to, and specialize in cleaning. We are by no means want anyone to be offended or insulted by what is to precede this but in order to explain our side we must explain in detail that we would normally try to omit.

Upon the initial inspection before any cleaning was done, the technician advised the customer that the [redacted] cleaning was not going to be enough to completely clean the carpets in their home due to the heavily soiled and stained condition of them. They were never told that we wouldn't honor the [redacted], they were still given the service of the [redacted] without additional charge, they paid for additional services.
Breathe Rite does not want the customer expecting something that is just not possible. For liability reasons, the technicians are required to recommend and record on the invoice any service they feel is needed and why.
The [redacted] as stated in the add is a pretreat and steam cleaning of 3 rooms (250 square feet each) or 11 stairs and one room or 3 couch cushions. This is a maintenance cleaning, this cleaning works great if the customer regularly (once to twice a year has their carpets maintained, and has the Teflon or protectant applied). The [redacted] also very clearly states that there would be additional fees for heavily soiled, or stained carpets.
The carpet should have been (and after our cleaning was) a very light beige. When we arrived there was black stains, human urine, and extremely heavy traffic areas. BEFORE ANYTHING WAS DONE, the customer ([redacted]) who signed our invoice was walked through the house and everything was explained. After the initial explanation, she was then advised of the different services that we could use for the kind of cleaning that would be required to clean these carpets correctly. From there, she had the ability and choice to initial the decline section under each recommended item.
She was then required to sign to allow us to begin cleaning with the services she wanted. The customer added a bathroom and a hall for additional cost.
The customer was only charged for 400 square foot of cleaning when there was almost 500 square foot of carpet cleaned as we cannot just clean the traffic areas, this would then have the opposite effect and leave clean spots. Due to the human urine in the carpet the customer was recommended a disinfectant.

The heavily soiled traffic areas require and additional kind of cleaning that is super labor intensive and as a customer courtesy, the technician not only did the area the customer paid for but continued the deep clean all the way to the wall. The customer was only charged for 400 foot of disinfectant but it was used thorough the entire carpet. After the carpet was done the customer had requested we put a protectant down. They were again only charged for 400 square foot when it was applied to the entire floor.

The entire house was walked through on the day the customer called in. We sent a technician back out, the carpet was beautiful, not a stain left behind. The technician had the office on the phone when he did the walk through. The person that left this complaint even stated that the carpets looked wonderful. There was not one spot he complained about at that time. What he got upset about is that we would not give him money back.

Every service was completed over and above what the customer paid for. After the cleaning was completed, the customer was then walked through the job and was pleased and signed off that they were satisfied at that time and paid. This appears to be a matter of a husband being upset that his wife spent money or a scam. Breathe Rite maintains their stand on this matter, no refund will be paid.

I was so impressed with Breathe Rite! There are so many reasons that I will be a loyal customer....i) the owner is the leader. He was on hand, in charge and was clearly good at what he does and more; ii) he was willing to explain his pricing up front and was transparent with I formation on sight; iii) he brou5 things to my attention about the furnace and the house in general that were very helpful (he noticed we had a propane leak amongst other things). I do not leave reviews often but this experience was top of the line.