Advanced Furnace & Air Duct Cleaning

Advanced completed a duct cleaning at my house in Pine BeachVery professional and did a great jobHighly recommend

95.9090881347656px; height: 178px;">
We initially did a cleaning at the residence of Ms*** *** on 12/19/On 12/29/14, Ms*** called and gave us a list of complaints about our workIt was followed up with an email from Mr***We sent our Service Manager out on 1/6/and he confirmed that there appeared to be dust on some ceiling vents and there were marks on the wallThe attic was clean, except for some loose insulation which he taped and sealedOur Manager did not witness any debris but we did not doubt this customerMr*** was told that *** would come by on 1/6/to look over things and if he felt the home had to be re-cleaned, we would certainly do soMr***'s availability was extremely tight so we tried to accommodate him on a Saturday-which is usually reserved for commercial jobsHe also did not want an early morning appointmentOur Service Manager mentioned that we had a commercial job on 1/10/but he would do his best to be there after that work later in the afternoonOn 1/10/15, the commercial job was a nightmareThe job was slower than expected because of the bitter coldWe were working on a *** vessel out of the *** had taken a vessel out of service so we could do the cleaning*** wanted to leave *** at 9:00AM, drive to Ms***'s house and do their cleaning and return to the ***, our office worker, tried to call Mr*** and Ms*** to see if he could come earlier and did not get an answerShe then sent an emailHe emailed back that, "This is totally unacceptable and outrageous!" We wrote to Mr*** on Monday, 1/12/to apologize for not making it on SaturdayMy office manager said we could be at his home at 7:am on 1/13/to redo the houseMr*** did not respondI would like to address Overcharging of non-existing areas of workMy Office Manager wrote and told Ms*** and Mr*** that the price given over the phone was per information given by Ms***! We ask a series of questions to each and every customer calling our office for a quoteWe base the price on the information providedIf the areas she told us about were non-existent then they would be refunded! Ms*** said they had more vents then they actually did! *** also checked this out and a check was cut for $81.00! This check was supposed to be handed back to them when we did the re-doAs far as the sanitizing issue goare extremely cautious about documenting a client's request not to sanitizeThis was not noted on any of our paperworkWe explain sanitizing and we even honored a free coupon on our websiteWhy would we purposely sanitize and area for free if the customer was adamant about not doing so? We will indeed refund Ms*** the amount in question although we would have liked to go back to their home and address all their issuesWe cannot be certain that our tech left debris because the area was clean nor can we tell if the marks on the wall were caused by us or if they were there when we arrivedWe trust our customers to give us honest feedback and we do our best to address it as soon as possibleMs*** did sign and date our invoice stating the service was completed to her satisfaction and the furnace was on and running

Response:
Verdana, sans-serif;">We initially did a duct and blower cleaning and a dryer vent cleaning on 12/19/at this customers homeShe called to tell us that she and her family are still coughing and sneezing since the cleaningWe dispatched our Service Manager and the original tech who did the job on 12/23/14, free of chargeOur Service Manager, a tech for 16+ years, checked the work initially done and found the lines to be cleanHe did find heavy mold in a humidifier attached to the rear of the furnaceAs a courtesy, he thoroughly cleaned the humidifier free of chargeThe customer called again on 1/20/with the same complaint of her family coughing and sneezingShe spoke to my Office Manager, *** informed her that we did all we really can and suggested that she contact *** ** *** *** and have her home checked for mold or some other irritant that might be affecting her familyShe became very upset and said she just wanted her unit re-cleaned*** explained that we would have to charge her for this visit and she said she didn't care, she just wanted the job re-done because the previous owners had dogs and she could actually hear the debris being sucked through our hoses during the initial cleaning*** suggested that the technician look inside the furnace at the coils to see if they needed to be cleaned as wellShe said the tech would call the office with that report and we would charge accordinglyCoil cleaning is a separate service with a separate chargeOur tech re-cleaned the duct work and checked the coilsHe found them very dirtyHe called the office as instructed, and ***, one of our office workers, gave him the price to clean the coilsThe Tech informed the customer and the customer became upsetShe said we never told her there would be a charge for any of the work*** spoke to the customer and said she was irate*** told our tech to leave without cleaning the coilsUnfortunately both *** and I were out of the office at the time this occurred*** spoke to *** upon her return to the officeThe customer was very upset and cryingShe was afraid to turn on her furnace because of the condition of her coilsWe are not a Company that ever leaves a customer feeling stranded*** deployed a technician after hours to clean the coils - free of charge - so the customer would feel comfortable putting on the heatThe tech arrived, cleaned the coils and leftThe customer signed a receiptAt roughly 7:pm *** took a call from the customer saying her furnace is now, "On Fire" because of our tech and that our tech, "sabotaged" her furnaceShe asked if the fire department was deployed and the customer said, "No." The customer said they are waiting for their HVAC man to come outShe said their HVAC person is her brother in law*** said she would have one deployed as well to see what is going on*** informed me and I called a local company to go out to the house and see what is going onThe Heating and Cooling professional we sent said the customer's furnace was very old and in disrepairHe said it looked like wires burnt up from the old igniterThe tech said the wire nuts had melted (old tech did not use the proper ceramic wire nuts made to withstand a high temp environment)When the wire nuts melted the wires shorted out from the igniterThey were replaced with two porcelain wire nuts and strapped properlyHe also replaced a connectorAdvanced paid for this service! The next morning I called the customer to make sure everything was working properlyShe immediately started to complain about how poorly we handled the entire situation! What more could we have done? We returned several times, free of charge! We paid for a HVAC professional to repair faults in her furnace that were not caused by Advanced! I called to check up with the customer first thing in the morning!

I did a lot of research and hired this company to complete a duct cleaning yesterday at my home. Bill and James showed up on time and layed out a rug to wipe there feet before they entered my home which was a great start. They then explained in detail their cleaning process and answered the 1,000 questions I had because I was skeptical about duct cleaning. They were clean, professional, and did an amazing job. I am a believer after seeing the process they use and seeing the before and after pictures.I asked them to email me the pictures and will be showing them to all my friends and family. They have a customer for life!

Review: I had many issues with this company. First fame out and cleaned my ducts. Never explained my entire system should have been cleaned including the furnace considering my family and I just moved into our new home and I expressed to them were all having issues with breathing such as coughing and sneezing. I called a little after job was done and explained our issues are still occurring. They sent [redacted] out. He cleaned a ton of mold out of the humidifier. A couple weeks later as it got colder out the furnace was kicking on more and more which meant we were having more and more breathing issues. I called again. Under the impression given by the manager I was getting my ducts recleaned for free and my furnace coils cleaned. Which I never even knew was something that could be done. The tech comes out cleans the ducts then doesn't clean the furnace do to a woman at the office telling him not to. I then get a call from [redacted] who states I owe 500 something dollars. I say I'm not paying that. I already paid and this was a redo as per office manager. She then tells me she's taking me to court and she's calling the cops. Cops come to my house. I have a 3 year old and a 5 month old. My mom left her job to come to my house in fear of me being arrested so she can watch my kids. I tell the police what happened and they seemed annoyed they were called for something so stupid and left. I finally get a hold of the office manager hours later. Finally after a long discussion she sends someone to come back to my home and finish cleaning my furnace. I started smelling burning as he was cleaning. I asked what the burning smell was and he told me it was the cleaning solution he was using. After he was done he hsf my husband sign papers then ran out the door before I could even turn my heat on. The second after he left I turn it on and it was trying to start hut couldn't. Before this it worked fine. Them my father and husband scream turn it off!! Fire! My furnace cought on fireDesired Settlement: I want my money back from this company and a sincere apology. The owner called to apologize but then immediately stuck up for his company and personnel. You can bank on me never using or recommending them again

Business

Response:

Response:We initially did a duct and blower cleaning and a dryer vent cleaning on 12/19/14 at this customers home. She called to tell us that she and her family are still coughing and sneezing since the cleaning. We dispatched our Service Manager and the original tech who did the job on 12/23/14, free of charge. Our Service Manager, a tech for 16+ years, checked the work initially done and found the lines to be clean. He did find heavy mold in a humidifier attached to the rear of the furnace. As a courtesy, he thoroughly cleaned the humidifier free of charge. The customer called again on 1/20/15 with the same complaint of her family coughing and sneezing. She spoke to my Office Manager, [redacted]. [redacted] informed her that we did all we really can and suggested that she contact [redacted] and have her home checked for mold or some other irritant that might be affecting her family. She became very upset and said she just wanted her unit re-cleaned. [redacted] explained that we would have to charge her for this visit and she said she didn't care, she just wanted the job re-done because the previous owners had dogs and she could actually hear the debris being sucked through our hoses during the initial cleaning. [redacted] suggested that the technician look inside the furnace at the coils to see if they needed to be cleaned as well. She said the tech would call the office with that report and we would charge accordingly. Coil cleaning is a separate service with a separate charge. Our tech re-cleaned the duct work and checked the coils. He found them very dirty. He called the office as instructed, and [redacted], one of our office workers, gave him the price to clean the coils. The Tech informed the customer and the customer became upset. She said we never told her there would be a charge for any of the work. [redacted] spoke to the customer and said she was irate. [redacted] told our tech to leave without cleaning the coils. Unfortunately both [redacted] and I were out of the office at the time this occurred. [redacted] spoke to [redacted] upon her return to the office. The customer was very upset and crying. She was afraid to turn on her furnace because of the condition of her coils. We are not a Company that ever leaves a customer feeling stranded. [redacted] deployed a technician after hours to clean the coils - free of charge - so the customer would feel comfortable putting on the heat. The tech arrived, cleaned the coils and left. The customer signed a receipt. At roughly 7:30 pm [redacted] took a call from the customer saying her furnace is now, "On Fire" because of our tech and that our tech, "sabotaged" her furnace. She asked if the fire department was deployed and the customer said, "No." The customer said they are waiting for their HVAC man to come out. She said their HVAC person is her brother in law. [redacted] said she would have one deployed as well to see what is going on. [redacted] informed me and I called a local company to go out to the house and see what is going on. The Heating and Cooling professional we sent said the customer's furnace was very old and in disrepair. He said it looked like wires burnt up from the old igniter. The tech said the wire nuts had melted (old tech did not use the proper ceramic wire nuts made to withstand a high temp environment). When the wire nuts melted the wires shorted out from the igniter. They were replaced with two porcelain wire nuts and strapped properly. He also replaced a connector. Advanced paid for this service! The next morning I called the customer to make sure everything was working properly. She immediately started to complain about how poorly we handled the entire situation! What more could we have done? We returned several times, free of charge! We paid for a HVAC professional to repair faults in her furnace that were not caused by Advanced! I called to check up with the customer first thing in the morning!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I find this to be quite funny. If the owner of the company actually took the time to speak with me and allow me to explain what happened he would not be responding this way. I feel as a paying customer he should have heard me out but instead decided it would benefit everyone to immediately believe his employees who make him and his company disreputable. I have never been treated so poorly before by anybody in my entire existence. The whole company of Advanced Furnace & Air Duct Cleaning should be seriously re-trained or fired with the exception of [redacted] who was the only kind soul. This horrific experience started when I called the company for prices and cleaning packages. I asked what they offered and was told they do ducts and dryer lines. I was NEVER told that they clean out furnace coils or even knew what a furnace coil was. I just assumed the furnace cleaning was something they did with the vacuum and was part of the deal. If I knew about this service I would have added it to the package. I later found out from another professional from a different company that if my coils were dirty and my humidifier was dirty that as soon as I turned the heat on it would re-contaminate my entire system. Makes perfect sense. Air flows through the entire system. Why Advanced didn't inform me of this from the get go I have no idea. So the first tech arrived. He cleaned the vents with an air sprayer and then hooked up a vacuum to suck out the dust and debris. It was disgusting. I was told by the tech the house had never been done since there was no cut through my HVAC system ever. I could actually hear the dust and debris being sucked out of the ducts. He himself also told me it was very dirty and that the dryer line was caked with lint. I noticed he only did the outside line. When I asked if they do the actual dryer and line behind it he said that they don't and that would be my responsibility. He never touched my furnace. Which I find later they are supposed to do the furnace blower. Which wasn't expressed on the phone either. While the tech was here I was speaking to my mother and she informed me that he should be taking off and wiping out my returns. He rolled his eyes and stated it didn't need to be done but did it anyway. So the job was done and he left. I tipped him $20.00. Shortly after my 5 Month old baby and 3 year old were still up all night coughing and sneezing. I called back the company asking if the can return and redo the job due to the fact I thought that there could still be leftovers in my ducts considering the house was never done since its original construction in '98. I was told they will send out the supervisor of the techs and the original tech who preformed the job to check the cleaning job. He arrived and was very pleasant. He checked the line where the vacuum was inserted and said it looked good he then popped open my humidifier which is attached to the furnace and it was covered in mold. So he cleaned it out. He told me that if I had any other problems don't hesitate to call back. I thanked him and he left. For the next couple weeks it was warm and my HVAC system was rarely having to turn on. Then it got very, very cold and was constantly turning on. Then the problems began again. My babies were up all night coughing and sneezing, I was having the same issue with asthma attacks attached to it and my husband who has absolutely no allergies or sensitivities was having the same issues. So I decided to call again and ask again if they can please just come out and redo my system. I again explained my house was never done since its original construction. I was then told that I have to speak to [redacted] who would get back to me promptly. I waited and didn't hear from her that day so my family suffered another night of issues. The following morning [redacted] did call and immediately told me that I have mold and need to contact a mold company to test the quality of my air. I then explained to her the story of my house and how the system had never been cleaned since its build. She then stated that she would send out a tech to re-do the job and also will have him clean out my furnace coils. I said, "oh you do that?" She said yes and that if this didn't work then I would have to call an air quality testing company to test for mold. I said thank you! She then stated she will be calling me back with a time that the tech can come out. She never called me back. Instead a tech just showed up at my house. I thought great! Problem solved. I was seriously wrong. It just got worse from there. The tech came out and I was at first very happy he hooked up the vacuum and had it running the entire time. He took off all my vents and returns he cleaned them in my kitchen sink and sprayed all the vents and returns with an air sprayer. I was shocked the first tech did not do this. I told him how the first tech did the job and he seemed to think it was a little strange. Next was the furnace. He started to do the job and showed me the furnace coils were caked with dog hair, dust and debris. I do not own a dog. So I went back upstairs He started to clean the coils. He then came upstairs and told me he had to call the main office. He then states that they will be calling me. I get a call from [redacted] who was incredibly nasty and arrogant. She told me that the job was $571.00. I was shocked I asked why? I told her I had spoken to [redacted] earlier and that there was no charge and it was a redo. She told me they couldn't get a hold of [redacted] because she was at the Dr. and she was only answering texts and that I owed the money. I told her that I already paid but she responded that the furnace was extra. I told her that I am not paying that and I already paid and that this was a redo. I wanted to then speak to the owner who she said was also not available because he was doing estimates at other customers houses. I said well I want to talk to [redacted] when she gets back. I told her about how the tech said the furnace was caked with dog hair and I didn't own a dog. She then said nastily, "then I guess you don't have dog hair in your furnace!!!" I said so I'm lying? Your tech showed it to me. She then asked me, "are you paying for the job or not!?" I said, "no." So she then said, "I'm calling the police!" I said, "are you serious?" She said "YES!"Scared and unsure what was going to happen next, I called my mother who left work so she could watch my 2 children incase I was arrested and taken to jail. TWO police cars showed up at my house. I explained the story to the officers and they said, "wait a minute you didn't call us?" I said, "no, the company I hired called you on me." The officer looked very annoyed and said, "this has nothing to do with us, this is between you and the company." "The tech was still at my house and explained to the officer that its considered theft of a service. I then said I didn't steal anything I already paid. The officers left. The tech left. I called my poor mother who then turned around and returned to work. I just moved into this neighborhood on December 14th a few weeks prior to this incident. My neighbors probably think I am a crazy person and my 3 year old kept asking, "Mommy, where did the cops go?" I was absolutely horrified at the whole situation. I a, trying to do the right thing by keeping my house in order to keep my children happy and healthy. I cannot believe this happened to me. I called the company so upset I was crying asking if [redacted] returned yet. I was this time greeted by [redacted] who was incredibly nice. She is the only one who offered any kindness to me throughout this whole thing. She told me she would call me back in a half hour to see how I was and to tell me if [redacted] was back yet. A half hour went by [redacted] had come back but was in the restroom and would return my call in 15 min. An half hour went by I got no call so I called back and got [redacted] again and she told me that [redacted] would call me then hung up. Another hour and a half went by I still had no call. I took it upon myself to call another company. He told me to not turn on my system until my furnace was clean because it would re-contaminate my whole system and cleaning the vents would be a waste. So it was almost closing time at Advanced, I called again and thankfully [redacted] answered. She transferred me to [redacted]. I explained to [redacted] what happened. She said that was the first time that anyone had ever called the cops on a customer. I feel I did not deserve that. She then continued to tell me she did indeed give me a price and that I would have to pay. I asked what number did you give me? she could not answer. I later found out from the owner that she was very excited that day and ran out of the office to go to the doctor with her daughter to see her first grandchild on a ultrasound visit. This explains why she thought she told me but she did not. So after going back and forth she finally stated that she was calling in a tech to come out and clean my furnace coils. This was my husbands experience with "Advanced":The technician arrived at the same time that I was getting home from work. My wife and I greeted the technician and asked him what the story was. He obviously was annoyed and only responded "I'm here to clean your coils and that's it." We then went upstairs and waited for the technician to complete his work. While waiting he walked to and from his truck a few times. After about an hour he returned from down stairs requesting a bill to be signed that outlined the work that was performed with a 0.00 balance. I signed the paper and the technician quickly left. I realized that the thermostat was still off. I then switched it back on but realized that the furnace was still not turning on. I then went down stairs and found that the main shutoff was not set. I then flipped the switch. The furnace then turned on and would light but only for a few seconds then turn off and this pattern would continue. I then hit the main shutoff and realized that there was still a flame inside the furnace. After closer inspection I found that there was a fire inside the furnace. Freaking out I started yelling at my wife FIRE FIRE and proceeded to try to put it out. After putting out the fire I realized that the wires that attach to the igniter caught fire. These wires were placed directly in front of the burner which caused them to ignite. These wires couldn't of possibly ever been placed where they were as this would have happened a lot sooner. Needless to say I was heated, who knows what could of happened if this was not realized? It was late, we were tired and wanted to go to bed. I could have lost my family, my home, I mean everything! I've had 2 certified technicians check this furnace a few weeks before these guys showed up and they said it was perfectly fine ( I have the certificates that I can send). Then these guys show up and all hell breaks loose! All of these thoughts were racing through my mind I was thinking that this was sabotage! I then promptly told my wife to call [redacted] up right now and give me the phone when she answers. I Spoke to [redacted] and told her what had transpired and demanded that the technician return. She then told me "I don't know what to tell you, the technician refuses to come back. We don't do that kind of work. You will need to call and HVAC guy." I told her that I have no heat! There was no problem with this furnace until your technicians started messing with it. She responded "There is nothing that I can do, this whole situation is making me nervous." I then said, "You're nervous? You called the cops on my wife! What's up with that!?" she didn't respond. I then told her that I was an engineer and that when I look at a problem I don't bank on it being the 1st thing I see. I look at everything that could potentially be a contributing to the issue and then form the solution. But this is not how advance conducts their business. Instead they check only 1 thing the first trip and fix that, if the customer complains, come back check the second item (fix that), if the customer complains again, check the 3rd item and if they refuse to pay for the service call the cops! All of these things should have been performed on trip 1 or at least inspected! We called you to solve our problem, if you cant do it then don't try to. Your company did a bad job on my home!" She then responded "That's why we cleaned your vents free of charge. You probably want us to replace your furnace now." I responded I don't want a new furnace! I want my furnace to just work! As I could see that I was getting no where with [redacted]. I then proceeded to tell her that I had an HVAC guy coming (wife’s brother in law) to check to the furnace and hopefully get it working. I also told her that I have another company to check the work of her technicians. "She responded "Like what? With cameras?" I said yes and she was obviously worried. I told her that she would be hearing from me. After my HVAC guy was already working on my furnace, [redacted] called stating that they were sending their own HVAC guy to get us up and running. I told her that we thought we had a lock on it and that unless their HVAC guy had a certain part on his truck to not bother. She responded that she was not sure if he had the part. I sent my HVAC guy out with my debit card to [redacted] to get the part before they closed.Their HVAC guy showed up as the new part was getting installed by my wife's brother in law. Another guy who obviously did not want be at my house. First words out of his mouth were "I just worked 15 hours straight". I told him flat out, I didn't call you to come here. He did absolutely no work at all. Only thing he did was defend "Advanced" and was very combative when I disagreed. He was obviously friends with the owner of "Advanced". He only calmed down and became nice after I told him that Advanced called the cops on my wife. His response to that was " Who was the girl? That's unbelievable" He even left before the work was even completed by my HVAC guy. It was my HVAC guy that got us up and running not his. I went to work the following morning. My wife stays home with our children and got a phone call from the owner of Advanced. I will allow her to continue with the story.I had a phone call on my phone in which I did not recognize the number so I called it back. It was the owner of the company. He asked if everything was ok with our furnace. I told him that we did have heat and asked if he even knew what had transpired up to this point? He said yes he knew about the cops and said they have a new girl [redacted] in the office and said he was sorry. he also heard we were embarrassed due to the fact we were new to our neighborhood and our neighbors probably think were crazy. I told him that our furnace was working fine until his guy touched it. He then became very upset and started getting loud stating that he has been in business for years and all his guys are good and asked if I knew that our wire nuts were plastic and not porcelain? He then defended everything his company did. I simply said You're company is awful I will never deal with you again and hung up. I then proceeded to call back the reputable duct company I was dealing with after this fiasco. He came out and inspected “Advanced’s” work. He took photographs of the ducts, furnace coils and blower. He told me that he couldn't believe that they came out twice and the ducts still had dust and that they should be spotless. He told me they inserted the vacuum in the wrong location of the duct work and it should have been closer to the furnace. He also said that you have to clean out the coils and the humidifier if you are cleaning the ducts otherwise when you turn on the system you are re-contaminating the whole thing over again. He asked me if they did the dryer line also. I said they did but that they don't do the actual inside line and the dryer itself. He couldn't believe it. He told me that that's the biggest part that needs to be done because that is where most dryer fires happen. My family and I are still coughing and sneezing. So I took it upon myself to call the mold people and do air quality test. I just received the results today. Guess what came back? NO mold just a very high volume of dust and debris in my air. What does that say? This company came to my house 3 times and STILL did not perform the job right that I paid for. So not only do I still have issues I am out hundreds of dollars and now another thousand getting my house tested for mold simply because ADVANCED did their job incorrect 3 times. Unacceptable. I got emotionally and verbally abused, the police called on me and my furnace got set on fire. You can bet that everyone I know will never use this company. If this quality of customer service continues and people like me are smart enough to catch their dishonesty and incompetence, they will for sure not be around for the next decade. Regards,[redacted] & [redacted]

Business

Response:

Response: Our response to Ms. [redacted]'s rebuttal was sent via this site to Ms.[redacted] on 2/13/15. We are sincerely sorry that none of our many interventions did not make this customer happy. She did not find our apologies sincere enough. It is far from the norm that a customer uses adjectives like liars, unprofessional, verbally abusive, dishonest, and incompetent in the same sentence as Advanced. She also made slanderous comments that we sabotaged her equipment so it would go on fire. We will offer Ms. [redacted] a $250.00 refund. It is time to move on.

Advanced completed a duct cleaning at my house in Pine Beach. Very professional and did a great job. Highly recommend.

Review: Extremely dissatisfactory duct cleaning service performed on 12/19/2014, failing to meet our basic expectation and needs based on following issues:

1. Duct vents are still blowing significant dust after service. We did not experience improvement after cleaning. (see attached pictures and service manager verified it on 1/6)

2. Service rep did not follow the protocol and standard procedure to perform duties as promised, where all over-the-head register vents were never removed from duct cleaning. (service manager verified the issue on 1/6)

3. Debris, waste, old screws, old duct tapes, cut-off aluminum plate etc. on the attic where the furnace is located and debris on second floor, were left without cleanup after the service, letting us the owner to clean up by ourselves. (see attached pictures)

4. Vacuum hose markings and dirt were left on the wall after the service. (see attached picture and verified by service manager on 1/6)

5. Overcharging of non-existing areas of work (service manager verified service areas on 1/6)

6. Service rep failed to follow our request of no sanitizer at the time of order to proceed duct cleaning due to office failure to mis-communicate with crews, causing us to suffer from respiratory issues and dizziness at the premises for a few days.

In addition, despite rescheduling the rework twice, Advanced Furance and Air Duct Cleaning failed to complete rework. First time, service manager came and verified all issues are correct, but postponed rework to later time. Second time, no show in scheduled appointment due to their commitment to the commercial customer.

A complaint letter was sent to Advanced Furnace and Air Duct Cleaning Inc. on 1/12/2015 and requested a response for a full refunds and damage claim by 1/16/2015. We have not received any response from Advanced Furnace and Air Duct Cleaning until today (1/26/2015).Desired Settlement: 1. Refund of incomplete duct cleaning work: $562.5 (including overcharge amount)

2. Fix vacuum hose markings and dirt on the wall: $50 (paint and labor)

3. Cleanup of debris, old screws, tapes, cut-off aluminum plate etc: $30 (labor)

Total: $642.5

Business

Response:

We initially did a cleaning at the residence of Ms. [redacted] on 12/19/14. On 12/29/14, Ms. [redacted] called and gave us a list of complaints about our work. It was followed up with an email from Mr. [redacted]. We sent our Service Manager out on 1/6/15 and he confirmed that there appeared to be dust on some ceiling vents and there were marks on the wall. The attic was clean, except for some loose insulation which he taped and sealed. Our Manager did not witness any debris but we did not doubt this customer. Mr. [redacted] was told that [redacted] would come by on 1/6/15 to look over things and if he felt the home had to be re-cleaned, we would certainly do so. Mr. [redacted]'s availability was extremely tight so we tried to accommodate him on a Saturday-which is usually reserved for commercial jobs. He also did not want an early morning appointment. Our Service Manager mentioned that we had a commercial job on 1/10/15 but he would do his best to be there after that work later in the afternoon. On 1/10/15, the commercial job was a nightmare. The job was slower than expected because of the bitter cold. We were working on a [redacted] vessel out of the [redacted]. [redacted] had taken a vessel out of service so we could do the cleaning. [redacted] wanted to leave [redacted] at 9:00AM, drive to Ms. [redacted]'s house and do their cleaning and return to the [redacted]. [redacted], our office worker, tried to call Mr. [redacted] and Ms. [redacted] to see if he could come earlier and did not get an answer. She then sent an email. He emailed back that, "This is totally unacceptable and outrageous!" We wrote to Mr. [redacted] on Monday, 1/12/15 to apologize for not making it on Saturday. My office manager said we could be at his home at 7:30 am on 1/13/15 to redo the house. Mr. [redacted] did not respond. I would like to address Overcharging of non-existing areas of work. My Office Manager wrote and told Ms. [redacted] and Mr. [redacted] that the price given over the phone was per information given by Ms. [redacted]! We ask a series of questions to each and every customer calling our office for a quote. We base the price on the information provided. If the areas she told us about were non-existent then they would be refunded! Ms. [redacted] said they had more vents then they actually did! [redacted] also checked this out and a check was cut for $81.00! This check was supposed to be handed back to them when we did the re-do. As far as the sanitizing issue goes-we are extremely cautious about documenting a client's request not to sanitize. This was not noted on any of our paperwork. We explain sanitizing and we even honored a free coupon on our website. Why would we purposely sanitize and area for free if the customer was adamant about not doing so? We will indeed refund Ms. [redacted] the amount in question although we would have liked to go back to their home and address all their issues. We cannot be certain that our tech left debris because the area was clean nor can we tell if the marks on the wall were caused by us or if they were there when we arrived. We trust our customers to give us honest feedback and we do our best to address it as soon as possible. Ms. [redacted] did sign and date our invoice stating the service was completed to her satisfaction and the furnace was on and running.