All-Star Duct Cleaning

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

September 11, [redacted] called into our office about an air duct and dryer vent cleaning serviceShe also inquired about some lights on an electronic air filter cleanerI informed her that we do not work on the air filters but could take a look at it for her free of charge, while the tech is out thereSome techs at our company are knowledgeable with themShe was scheduled for June 2, 2015.Our company goes out there and performs the air duct and dryer vent cleaningShe asks him to look at the electronic filterShe stated she was a single mom and didn't have money to have it looked atSo it was no problem for our tech to do a free check for herOur tech takes a look at it and there were lights lit on the unit which means attention is requiredHe took the filter off, checked it, cleaned it for her as it is a washable type, and put it back in placeHe told her there was nothing he could do because what he tried didn't workAfter the tech left, the lights on the air filter went offSeveral hours later a man who stated he was her husband calls and asks the tech what services were done at the home as he was not thereThe tech told him what was done and the husband was fine with the fact that we tried for free to fix itHe stated that he was wondering what work was done because his wife said we fixed the light issue on the electronic cleaner but the lights were still on.June 8th [redacted] calls in crying and upset several times and told to me that we broke her expensive unit on purpose and now we are not doing anything aboutI told her we tried to fix it free of charge and now you have to hire someone to look at it and fix it[redacted] calls in June 9th and informs us that something is still wrong with the air filter because the lights are still just like they were when we arrived and the cover was placed on backwards she statedShe then tells me that were messed it up and need to do something about itSo I apologize to her and tried to set up a call for our company to come out and she didn't have availability so she had to get back to usI also sent her a copy of the Manuel as she needed it to try and figure out what was wrong.June 11, she calls in yelling and crying and trying to make me feel awful for what happenedAt that time I spoke to her and offered to buy a new filter and mail it to her just because we want to keep our customers happyShe said she did not want one but to have a company come out and look at itShe kept stating that she didn't want to get stuck with having to hire someone to replace itThen she hangs up.Then the same day she sends in an email with her husband's availabilityWhich was a small window and the other company we were sending out could not meet that time frameThis was a company certified and licensed by the manufacturer of her unit we hired because she said how do I know you a sending someone knowledgeableSo why not hire the best for her at our costI called her and she said she would not be available till after 6-7pm every dayThen she was going on vacation for two weeks and had appointments so it was not our fault she was not availableWe explained to her this matter needed to be looked at ASAP as she kept stressing it was still an issueAfter speaking to my owner and him talking to all our employees she spoke to, he felt it was best to file a claim with her to our insurance companyIf something we did was wrong the insurance will find itAnd we will fix itNot one time did we ever state to her we would just leave her with this issue if it was our fault.She called in so many time crying and yelling again that it was almost as if she needed a story to come up with and a finger to point because we were the last company outAnd again this was a courtesy service we tried to fix with all good will for her.June 11,forwarded the issue to our insurance company who gave me a case number that day and I forwarded it to herThe insurance contacted her directly from that day forwardOur insurance company went to her home took pictures, hired a licensed professional company to look the issueOur tech was found NOT at Fault as it is an electrical issueShe needs to hire a HVAC company and or electrician to check her issue.There is nothing more we can do to assist herShe has made threats to us about working for a law firm and posting this on [redacted] to give us a bad nameI feel she felt that going on the Revdex.com and filing a complaint was a backdoor for her to get her wayWe will dispute this claim if further action is requestedWe do have copies of all insurance paper work to back up our partShe has received all copies from our insurance company and has been notified of denial directly from [redacted] adjuster.Jennifer R [redacted] Head of Operations

September 11, 2015[redacted] called into our office about an air duct and dryer vent cleaning service. She also inquired about some lights on an electronic air filter cleaner. I informed her that we do not work on the air filters but could take a look at it for her free of charge, while the...

tech is out there. Some techs at our company are knowledgeable with them. She was scheduled for June 2, 2015.Our company goes out there and performs the air duct and dryer vent cleaning. She asks him to look at the electronic filter. She stated she was a single mom and didn't have money to have it looked at. So it was no problem for our tech to do a free check for her. Our tech takes a look at it and there were lights lit on the unit which means attention is required. He took the filter off, checked it, cleaned it for her as it is a washable type, and put it back in place. He told her there was nothing he could do because what he tried didn't work. After the tech left, the lights on the air filter went off. Several hours later a man who stated he was her husband calls and asks the tech what services were done at the home as he was not there. The tech told him what was done and the husband was fine with the fact that we tried for free to fix it. He stated that he was wondering what work was done because his wife said we fixed the light issue on the electronic cleaner but the lights were still on.June 8th [redacted] calls in crying and upset several times and told to me that we broke her expensive unit on purpose and now we are not doing anything about. I told her we tried to fix it free of charge and now you have to hire someone to look at it and fix it.[redacted] calls in June 9th and informs us that something is still wrong with the air filter because the lights are still just like they were when we arrived and the cover was placed on backwards she stated. She then tells me that were messed it up and need to do something about it. So I apologize to her and tried to set up a call for our company to come out and she didn't have availability so she had to get back to us. I also sent her a copy of the Manuel as she needed it to try and figure out what was wrong.June 11, 2015 she calls in yelling and crying and trying to make me feel awful for what happened. At that time I spoke to her and offered to buy a new filter and mail it to her just because we want to keep our customers happy. She said she did not want one but to have a company come out and look at it. She kept stating that she didn't want to get stuck with having to hire someone to replace it. Then she hangs up.Then the same day she sends in an email with her husband's availability. Which was a small window and the other company we were sending out could not meet that time frame. This was a company certified and licensed by the manufacturer of her unit we hired because she said how do I know you a sending someone knowledgeable. So why not hire the best for her at our cost. I called her and she said she would not be available till after 6-7pm every day. Then she was going on vacation for two weeks and had appointments so it was not our fault she was not available. We explained to her this matter needed to be looked at ASAP as she kept stressing it was still an issue. After speaking to my owner and him talking to all our employees she spoke to, he felt it was best to file a claim with her to our insurance company. If something we did was wrong the insurance will find it. And we will fix it. Not one time did we ever state to her we would just leave her with this issue if it was our fault.She called in so many time crying and yelling again that it was almost as if she needed a story to come up with and a finger to point because we were the last company out. And again this was a courtesy service we tried to fix with all good will for her.June 11,20151 forwarded the issue to our insurance company who gave me a case number that day and I forwarded it to her. The insurance contacted her directly from that day forward. Our insurance company went to her home took pictures, hired a licensed professional company to look the issue. Our tech was found NOT at Fault as it is an electrical issue. She needs to hire a HVAC company and or electrician to check her issue.There is nothing more we can do to assist her. She has made threats to us about working for a law firm and posting this on [redacted] to give us a bad name. I feel she felt that going on the Revdex.com and filing a complaint was a backdoor for her to get her way. We will dispute this false claim if further action is requested. We do have copies of all insurance paper work to back up our part. She has received all copies from our insurance company and has been notified of denial directly from [redacted] adjuster.Jennifer R[redacted] Head of Operations

September 11, 2015
[redacted] called into our office about an air duct and dryer vent cleaning service. She also inquired about some lights on an electronic air filter cleaner. I informed her that we do not work on the air filters but could take a look at it for her free of charge,...

while the tech is out there. Some techs at our company are knowledgeable with them. She was scheduled for June 2, 2015.Our company goes out there and performs the air duct and dryer vent cleaning. She asks him to look at the electronic filter. She stated she was a single mom and didn't have money to have it looked at. So it was no problem for our tech to do a free check for her. Our tech takes a look at it and there were lights lit on the unit which means attention is required. He took the filter off, checked it, cleaned it for her as it is a washable type, and put it back in place. He told her there was nothing he could do because what he tried didn't work. After the tech left, the lights on the air filter went off. Several hours later a man who stated he was her husband calls and asks the tech what services were done at the home as he was not there. The tech told him what was done and the husband was fine with the fact that we tried for free to fix it. He stated that he was wondering what work was done because his wife said we fixed the light issue on the electronic cleaner but the lights were still on.June 8th [redacted] calls in crying and upset several times and told to me that we broke her expensive unit on purpose and now we are not doing anything about. I told her we tried to fix it free of charge and now you have to hire someone to look at it and fix it.[redacted] calls in June 9th and informs us that something is still wrong with the air filter because the lights are still just like they were when we arrived and the cover was placed on backwards she stated. She then tells me that were messed it up and need to do something about it. So I apologize to her and tried to set up a call for our company to come out and she didn't have availability so she had to get back to us. I also sent her a copy of the Manuel as she needed it to try and figure out what was wrong.June 11, 2015 she calls in yelling and crying and trying to make me feel awful for what happened. At that time I spoke to her and offered to buy a new filter and mail it to her just because we want to keep our customers happy. She said she did not want one but to have a company come out and look at it. She kept stating that she didn't want to get stuck with having to hire someone to replace it. Then she hangs up.Then the same day she sends in an email with her husband's availability. Which was a small window and the other company we were sending out could not meet that time frame. This was a company certified and licensed by the manufacturer of her unit we hired because she said how do I know you a sending someone knowledgeable. So why not hire the best for her at our cost. I called her and she said she would not be available till after 6-7pm every day. Then she was going on vacation for two weeks and had appointments so it was not our fault she was not available. We explained to her this matter needed to be looked at ASAP as she kept stressing it was still an issue. After speaking to my owner and him talking to all our employees she spoke to, he felt it was best to file a claim with her to our insurance company. If something we did was wrong the insurance will find it. And we will fix it. Not one time did we ever state to her we would just leave her with this issue if it was our fault.She called in so many time crying and yelling again that it was almost as if she needed a story to come up with and a finger to point because we were the last company out. And again this was a courtesy service we tried to fix with all good will for her.June 11,20151 forwarded the issue to our insurance company who gave me a case number that day and I forwarded it to her. The insurance contacted her directly from that day forward. Our insurance company went to her home took pictures, hired a licensed professional company to look the issue. Our tech was found NOT at Fault as it is an electrical issue. She needs to hire a HVAC company and or electrician to check her issue.There is nothing more we can do to assist her. She has made threats to us about working for a law firm and posting this on [redacted] to give us a bad name. I feel she felt that going on the Revdex.com and filing a complaint was a backdoor for her to get her way. We will dispute this false claim if further action is requested. We do have copies of all insurance paper work to back up our part. She has received all copies from our insurance company and has been notified of denial directly from [redacted] adjuster.Jennifer R[redacted] Head of Operations

[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]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]