Advanced Air Care

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 Complaint: [redacted]
I am rejecting this response because:
I don't know who Mr. O[redacted] is that approved the work and no one asked to speak with my husband regarding this matter. Also I did not call for reports to get reimbursements, but to get proof of mold for our landlords to fix. Our landlords had to send their own techs out to work on the mold and mildew problem. The invoice was blank when my husband signed it and as you can see on the invoice provided there is no place where the coupon information is provided. Also it is illegible and incorrectly states we have 2 units they worked on and we only have one. We are renting this place and would not authorize such an expensive service. My husband called our landlord while the tech was there and specifically told the tech to not remedy the mold and mildew per our landlords. And the system was cleaned per the coupon and a disinfectant sprayed in the base of the unit but not throughout the system. The cc slip said $73 when my husband signed it and the tech or office cw added the extra 1 in between. We did not authorize $713. 
Regards,
[redacted]

Review: We used advanced duct care (also knows [redacted] based out of MD) at our home in [redacted], GA. I had bought a [redacted] for air duct cleaning.

The team of about five guys showed up late and in a hurry. First, the lead tech told me that [redacted] only covers outlet vents, NOT intake vents. He showed a price list for intake vents broken down by size. I agreed for them to get intake vents cleaned because I was told to expect about 3-4 intake vents. They rushed through the job...less then two hours and I got over huge bill because the intake count doubled on the bill.

Since then I reviewed [redacted]) Air Duct Cleaning association and EPA website and I cannot believe that they followed any of the processed outlined by either of the agencies.

I have called their 800# (there is not other contact info on their website) many times asking to explain it to me on what method was used to clean the duct work and how were they able to finish 4000 sq ft house in less then two hours. NO one had the courtesy or customer service to follow up.Desired Settlement: I would like Advance Air Care to explain on how did they clean 50 foot long duct work across our two level house with a portable vacuum cleaner. The methodology used to clean the ducts does not comply based with NADCA or EPA guidelines.

Business

Response:

Dear [redacted]We apologize our service wasn’t 100% satisfactory.Our records indicate that you contracted Advanced Air Care to perform your service purchased through [redacted] on December 12,2013. During the time of scheduling the appointment with the receptionist, you did not mention that you have two AC units in your household. On December 12, our technician showed up to your house with one helper. The technician performed an inspection and noted you have two AC units. The voucher that you purchased through [redacted] states, “ Unlimited supply ducts for one unit”. This was brought to your attention and stated on the contract that you signed and dated the invoice on the day of the service.Our technicians require the customer to sign the invoice before and after the work is performed to insure that the customer is knowledgeable of the service that will be performed and verify that the service was completed. If there are any concerns about the quality of the service, our customers are welcome to contact the office at any point during or after the service and we will fix any deficiencies immediately.The equipment used in your home is a HEPAfiltration, commercial vacuum unit. This unit is the professional's choice in today's air duct cleaning industry. There is no set time that it takes to clean a residence, a cleaning can take anywhere from 45 minutes to 3 hours + .In conclusion, Advanced Air Care will be more than happy to return to your house and correct any deficiencies in the service. Your desired settlement of a $535 refund cannot be approved at this time, before Inspecting your claims.Please respond back within three days of this letter if you would like accept our offer.Sincerely,

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:This correspondence started with my question to Sabrina on how was her company able to clean end to end duct work without going to the attic where the HVAC units reside. After months of back & forth, Sabrina you answered my question that your team never went to the HVAC units in my attic. So it is clear that the duct work was NOT cleaned end to end (from the units to outlets of the walls). Also, I agree with you that I did not pay to get the HVAC units fan blades cleaned but that has nothing to do with cleaning the ducts that terminates (or start) at the units.So this what I propose, please send your team out again and have them clean the duct work from end to end. They can call me to set up a time. Once all the ducts are cleaned from end to end I will update Revdex.com to close this matter. Also, please advise the team to be professional and clean up after their job.

Regards,

Business

Response:

I telephoned advanced air care 3 weeks before I needed my appointment for carpet cleaning, as I was moving out of a house. I was scheduled for Memorial Day, which I found odd, but was assured they were open. I waited in the empty residence for 4 hours, but advanced air care never showed. I called them, but only received voice mail. I called the following day and was told not only were they closed on Memorial Day, but I wasn't even in their system at all. I asked to have a supervisor call me, which never happened. I called back again and asked for a supervisor, but I was denied.

Review: I purchased a [redacted] in which this business currently advertises $39 for cleaning the air ducts in your whole house, plus your laundry room. I called to make the appointment, and told them I live in a small one-bedroom condominium. They sent a man to my condo who quickly asked me how much I paid (ten years ago) to have my ducts cleaned by some other company. I could not recall how much I paid, but he insisted I had to pay $200 or more because there was only one company at that time and they were very pricey. I paid far less than that, maybe $40, because my air ducts are quite short for this small apartment. Then he told me they cannot clean my ducts because there is no evidence of dirt when you look into the ducts with a flashlight. Instead, he said, I'd need their disinfectant spray treatment, biocide, anti-mold anti-fungus etc., but these are chemicals, do I have any allergies? I told him no, I have no allergies. Well, he said this treatment costs over $150 extra, and is not covered by your [redacted] which is only for cleaning. My question: why didn't the company inform me of that extra charge on the phone when I called to make the appointment? Also, why was this extra charge not spelled out clearly in the [redacted] offer? To the average consumer, duct cleaning *includes* the spray treatment...that was all included last time I hired a duct cleaning company. The service man went on to insist that the electrostatic air filter on my air-conditioner (which came with the new AC unit) is not a filter at all and is causing severe damage to the coils of my center air conditioner unit. He tried to sell me some costly air-filters for the AC unit.Desired Settlement: I had to purchase the [redacted] deal that this company offered, I had to then make an appointment for sometime between 2pm and 4pm with the company. The service man called me around 2pm to say he would be here within an hour, but in fact he came close to 4pm. So I had to sit around at home all afternoon and be inconvenienced, only to not even get my ducts cleaned. As a courtesy, I'd like them to do whatever they believe is needed so I have hygienically clean ducts.

Business

Response:

Dear [redacted]

We apologize for any inconvenience we have caused you.

The [redacted] explains the service included in “The Fine Print” section of the voucher. Our service entails a vacuuming of all the supply vents for one system. If there are any questions about the voucher, [redacted] provides a FAQ section and our representatives are more than happy to answer any questions you have regarding our service. The technician inspected your ducts and did not find any presence of dust or debris so he was unable to perform this service and only suggested another service.

In conclusion, because no service was performed, you are welcomed to contact [redacted] and receive a full refund for the voucher you’ve purchased.

Sincerely,

Supervisor

Review: We are renting a townhouse and started smelling a musty smell coming from the vents. Our landlords asked us to prove mold or mildew before they would have the ducts cleaned. We found a coupon for Advanced Air Care that advertised $49 for unlimited vents and either 1 room's carpets cleaned or dryer vent cleaned. We set up the appointment, told them about the coupon and asked for the dryer vent. The technician arrived and my husband was asked to fill out the top of an invoice and sign it, as the tech got his equipment out, which he did. The technician looked over the system and found that there was indeed mold and mildew. He quoted a little over $500 to remedy this by adding in a special light in to the base unit to prevent further growth of mold/mildew. My husband explained that we were not the ones who owned the house and our landlords just wanted documentation of mold in order to remedy the situation. My husband declined treatment for the mold and mildew and just asked for the ducts and dryer vent to be cleaned. The tech suggested that we at least pay for a spray to be applied to the inside of the base of the unit to help prevent the mold spores from spreading while we waited for our landlords to get this taken care of. My husband agreed to this, as the tech said the total would be $73, including the ducts, dryer vent and this spray. My husband agreed. The technician asked him to sign the bottom of the invoice in a second place and my husband did, but the invoice was blank of any charges. Last night, I went on to check our credit card statement and there was a charge for $713 instead of $73. I immediately contacted the company and asked for a copy of the invoice, credit card slip and corrected tech report because the first report we received had the wrong date and said mold and mildew was taken care of, but I know this is not the case because our vents still smell musty and our allergies are being affected. I looked at the credit card slip that my husband signed that he said was written as a $73 charge when he signed it and you can see very conspicuously where a 1 was put in between the 7 and the 3. The invoice that he signed has now been filled in with numbers for cleaning the ducts, but says they cleaned 2 units and our townhouse only has 1! You also can't read what was supposedly charged for sanitation because it is just a squiggly line and no where on the form is there the correct charge for $49 for the coupon we gave the technician. We have been scammed. We do not have this kind of money to spend, nor would we pay $713 to fix a house we do not own! That just makes no sense whatsoever!Desired Settlement: We want to be refunded the $640 that was NOT authorized as a charge to our Credit card account. My husband only authorized $73 to be charged to our credit card account. We also want other consumers to be warned that this company is not to be trusted.

Business

Response:

[redacted] had contracted our service threw a coupon

we had advertise for on Aug 18th,2014.The coupon was consist of

cleaning the Air Duct supply and return vents, as well as the dryer vent .

Upon inspection our crew discovered mildew and bacteria

growth in the Air Duct system, There for a sanitize treatment was offered that

will include the main lines (not part of the Coupon offer). The prices were

written on the invoice (please see invoice).

Mr. O[redacted] who was present, requested for the additional services

to be performed the same day, he had Signed the invoice, authorizing the

initiation of the work. The customer also requested a Technician Report to be

sent to his land lords in order to receive reimbursement. This report was later

emailed to him.

Our crew spend close to 3 hours cleaning and brushing all

supply and return vents as well as sanitizing the entire system. Upon completion,

Mr. Adkins had provided a [redacted] card for

the payment of $713, signed the credit card slip, and the again the invoice a,

stating the job was performed to his complete satisfaction (please see

invoice).

[redacted] had called our offices requested a

copy of the invoice and credit card slip (copies Of which were left at the customers

house) and made accusation in regards to the pricing, we had sent All documentation

to [redacted] via email. The office manager reassured [redacted] her husband

was aware of the total amount he was paying, and the office manager requested

to talk with [redacted] who was actually present during the service.

If [redacted] would had expressed dissatisfaction in

regards to service , we would have been more than happy to send another crew

back to redo any deficiencies in the service, the customer feels may had accrue.

However this wasn’t the issue.

All work was authorized at the time of service by [redacted]

and no misrepresentation or fraud of any kind has taken place.

We ask [redacted] to retract her slanderous accusation immediately

as we have the attached supporting documents showing correct amount and

signatures.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I don't know who Mr. O[redacted] is that approved the work and no one asked to speak with my husband regarding this matter. Also I did not call for reports to get reimbursements, but to get proof of mold for our landlords to fix. Our landlords had to send their own techs out to work on the mold and mildew problem. The invoice was blank when my husband signed it and as you can see on the invoice provided there is no place where the coupon information is provided. Also it is illegible and incorrectly states we have 2 units they worked on and we only have one. We are renting this place and would not authorize such an expensive service. My husband called our landlord while the tech was there and specifically told the tech to not remedy the mold and mildew per our landlords. And the system was cleaned per the coupon and a disinfectant sprayed in the base of the unit but not throughout the system. The cc slip said $73 when my husband signed it and the tech or office cw added the extra 1 in between. We did not authorize $713.

Regards,

Review: Complaint also includes: AN ADVERTISEMENT MISREPRESENTING A SERVICE

On Aug. 28, I made an appointment with Ray (###-###-####) for an advertised service of $44 for an air duct cleaning package that includes unlimited vents, unlimited returns, one bathroom fan for the whole house, and choosing one free service, either basic dryer vent cleaning or carpet cleaning. I chose free basic vent cleaning. When making this appointment, I was very specific with Ray that I do live in a condo and that our condo association is requiring all owners to get their dryer vents cleaned.

On Aug. 29, technician Guy and another gentleman arrived at my condo. When Guy came to my door, he stated that he's here to clean my dryer vents. I told him that I got the whole house package deal that cleans all vents, including my dryer vent. He surveyed my condo and turned on my dryer. In the midst of our conversation, he unscrewed and opened the main air duct panel and closed it back up immediately.

He said he's unable to clean the vents because he can't insert the cleaning equipments inside the vent ducts because it may damage the condo sprinkler system. I told Guy that I had the same service with his company two years ago, and the guys who came out did clean inside the main air duct panel and sprayed some organic deodorizer. He acknowledged my air duct panel is dirty, but there would be extra charge. At that point, I asked how he would do the dryer vent cleaning. He said the basic cleaning is from outside. If he cleans it inside, the total cost would be $189. I told him that I would just go with the basic cleaning from outside.

He immediately filled out the paper work and demanded I give him $44 prompt. At this point, no work has been done, but I went ahead and signed the paper and gave him $44 in cash. He then walked out of my condo. I, too, then followed him out. When I walked toward Guy, he asked me to turn off the dryer, which I did. I went back out and Guy said he's done with the cleaning.

At that point, I am flabbergasted that the service had already finished. That was literally 3 minutes from him walking out my condo and telling me that the vent was cleaned. I asked him how they cleaned the vent. At this point, he got angry and said they did clean the vent. I told him that I never saw the other gentleman move from their truck. I am able to see everything from my window because their truck is parked directly across from that window. I demanded that he show me how they cleaned the vent. I told him their practice is deceptive and telling a lie to a customer that they have performed a service is not appropriate. He was angry, but agreed to show me what they did.

So I paid $44 for a two-minute cleaning, which involved the tech taking out the ladder from the truck; climbing the ladder; taking out two screws to uncover the vent; the tech inserting one short rod with a brush and manually pulling it back and forth maybe four or five times. That was it.

I have called and spoke with Nellie, who is the company's manager and asked for a full refund. Nellie said she’ll first need to talk with the technicians and will call back and hung up the phone. I have not heard back from anyone at this point.Desired Settlement: I want a full refund. I'll never to do business again with this company. Consumers should be aware of this company's deceptive advertisements and practices. As I mentioned in my complaint, I never received any of the whole house package vent cleaning. As part of that package, the dry vent cleaning is supposed to be free, but I paid $44 for a bare minimal cleaning that takes only two-minutes.

Business

Response:

Dear [redacted],

Review: Inferior service on 12 Nov, 2013; false advertising (pictures online imply that they clean air duct registers and vents/grills, but upon arrival, only clean grills). Did not complete service to clothes dryer vent as agreed to/paid for. Did not leave receipt, receipt had complaint procedures on the back, but I had no reference of how to follow up without a receipt. Customer Service refused to recognize our complaint b/c it was more than 3 days after service. They state the 3 day deadline on the receipt, but since I had no receipt, had no reference for the complaint procedure in hand. Even after providing us a copy of the receipt (in which I had not signed the "completed to my satisfaction" section), customer service still refused to send out another crew to remedy the poor performance, and refused to refund our money.

Air duct “cleaning” issues: very rushed, wanted me to sign that I inspected his work before they even began. Didn't leave a receipt with his contact information and didn't show me his work. Actually said that he couldn't open up the vents again to show me the work that he did.

1) I did not see them open any vents upstairs. I only saw him open the vent behind my sofa. I did not see them move or vacuum any parts of the dryer or dryer vent. It does not look like the dryer was moved at all. In fact, the same piece of lint that has been hanging outside the vent on the outside of the house for weeks is still there. Dirt around dryer was undisturbed.

2) Tried to sell me on an additional service to clean the inside of my "main lines" He claimed there was mold inside (even though he could not actually see inside those lines). I asked him to show me how he knew there was mold, and he had to pry apart the side of A/C unit to show me what looked like dirt/dust on the coils (didn't look like mold and I feel that since he could barely pry it apart in front of me, that he didn't actually look inside there before making the claim). I had previously told him that we had lived here for 2 years without a cleaning before, and I surmised that is what he used as the basis for his theory of mold- that it is "always moist here and the dust brings mold". My nasal passages tell me that it is most certainly not "always moist" in this house, esp the attic where these lines "required cleaning". I told him that I would have to discuss with my husband before doing any additional work for $199 a line, and that I just wanted to service I paid for today.

3) after refusing the additional service, his service became even more rapid. Somehow, despite needing a 2 hour window for my presence at home, these 2 were done in less than 20 minutes. But he didn't have the time to open a vent to show me the work. They did not ask me to follow them around while they worked, otherwise I would have paid more attention to their actions. I had another contractor in the house at the same time and he interrupted my conversation with him to ask me to sign his inspection form and get my receipt. I told him I would sign when he showed me his work, and then he said "well, I've already been paid, that's fine by me" and left - leaving no receipt. He also left the front door of my house wide open, when he left (luckily my dog was safely in the fenced back yard) and they tracked in grease and mud. There's a door mat on the inside and outside of the door, but no use with these guys. And I know it wasn't the other contractor since they were working in the basement, accessible from outside, they didn't come inside my house that far.Desired Settlement: Complete refund of price paid for 2 air duct cleanings. Since we contacted the Customer Service on 5 DEC to request refund. Their response on 12 DEC stated that they only respond to complaints field within 3 days, so when we informed them again that we don't have a receipt with the complaint procedures on them, and we requested a repeat service to remedy the poor performance instead of refund. On 13 Dec, they provided a copy of my receipt (still no signature from me for satisfactory service) and they again refused to provide remedy.

Therefore, having given them 2 chances to remedy the situation, I would like a complete refund of the 2 service packages we paid for. And a Revdex.com report rating of "F" for poor service, poor customer service, and false advertising.