Customer [redacted] purchased a [redacted] for $the coupon states be before purchasing choose between two options she chose the $option details are as follows unlimited air vents two returns on the negative air pressure one main line complete from inspection and one dryer vent with complete ventilation system cleaning $value.Which means if you did not have this coupon this particular cleaning would cost that amount but it has no cash value.So on the day of Mrs [redacted] cleaning technicians arrive explain all the details again to the customer proceed with cleaning when done a video is showed of before and after Mrs[redacted] is told that her system is old and needs more detailed cleaning and sanitizing which is a different prcess and done with a different machine which includes a scrubbing with rotating brushes of her entire ventilation system she is now unhappy because this particular cleaning that is needed is $I talked to her several times that day at one point my cell phone dies so I proceeded to call her back on my office phone I was yelled at by her mother but I still tried to help after she told me she had lost her job I tried to work out a deal for a $for the entire system to be cleaned and sanitized she told me that is still more than she can afford I said okay and that will I will work out a payment plan with her she said okay.Then she called me the next day and was angry all over again as if we never talked so I advised her that she will not find another company that will give her an entire system cleaning for $and I would give her a refundSo a refund was issued for $through [redacted] which is the only payment that was received by Mrs [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Jennifer Bresolved my situationEven though I decided against this company coming back and finishing the job (my boyfriend took care of it himself), Jennifer handled it in a courteous manner and ensured me that this is not how they normally conduct business and was a fault of a new associate, which I understand Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business returned my first call to them, immediately on the defensive (as I imagine they receive a lot of calls of frustrated and disappointed customers)She immediately told me that I had read the coupon incorrectly and insisted that I did not understand what I purchasedI read the details of the coupon I purchased and even sent her snapshots of the ***, but she still insisted that I was wrong and was incredibly rudeI've worked in customer service so I was trying to understand her view and speak to her calmly- she interrupted and wouldn't let me speak on multiple occasionsWe jointly called *** and the customer service agent on the line confirmed that I was in fact correct in my understanding of what the *** was for- but she then ended the callIt's very convenient if that's when her phone diedAnd this was not the first time she had ended the callShe refused to acknowledge that I had a different coupon that she was referring to, even after I sent her the details that were very clearly different than the one she and her technicians tried to convince me I had boughtMy mother only got involved when she thought her daughter was being taken advantage of, and spoken to disrespectfullyThis bait and switch type activity should not be allowed to continue.I never agreed to pay the company any additional dollars because I did not have the faith that I would receive the accurate services that I purchased any longerI have never made a Revdex.com complaint before- as I have never received customer service this awful beforeI understand that she is just trying to save face after an apparent marketing issue, but I hope others can learn from my experience with this company and avoid this company entirelyI did receive my payment back from *** (and cleaned the problem duct myself (after realizing how much of a disaster it was dealing with this company I was afraid to call another)- however the company (Best Air DC- it even says duct cleaning on their truck and they told me they didn't have the equipment to do that) did nothing other than ask for more money to remedy the situationI sent images of my original *** with my first complaint and the company still has not acknowledged that they were wrong (as well as incredibly rude). Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Please be aware this is my first time hearing about this situation.I have reached out to the customer and set her up for a follow-up appt. Thank you Jennifer B.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am definitely not satisfied with this at all. To begin with, the [redacted] was for $59 (not for $49 as she stated). Once again, while it is true that the work was signed off on, still that doesn't explain how the coupon was not honored. Just because they found more dirt than expected that should not be a cause for them to increase the price to $266. It was a judgment call decision on their part; a subjective decision. Once again, no where on the coupon did it state that prices are subject to change based on what they find. For that reason alone, I should be reimbursed and the coupon honored. The worker said the coupon is for "maintenance" only. This was not listed on the coupon. I would definitely not recommend this company to anyone. They got got me and my fiancé out our money with this apparently as they are not willing to resolve this issue but keep insisting that we signed off on it; bad business practice on their part; lesson learned.
Customer [redacted] purchased a [redacted] for $49 the coupon states be before purchasing choose between two options she chose the $49 option details are as follows unlimited air vents two returns on the negative air pressure one main line complete from inspection and one dryer vent with...
complete ventilation system cleaning $229 value.Which means if you did not have this coupon this particular cleaning would cost that amount but it has no cash value.So on the day of Mrs. [redacted] cleaning technicians arrive explain all the details again to the customer proceed with cleaning when done a video is showed of before and after Mrs.[redacted] is told that her system is old and needs more detailed cleaning and sanitizing which is a different prcess and done with a different machine which includes a scrubbing with rotating brushes of her entire ventilation system she is now unhappy because this particular cleaning that is needed is $225. I talked to her several times that day at one point my cell phone dies so I proceeded to call her back on my office phone I was yelled at by her mother but I still tried to help after she told me she had lost her job I tried to work out a deal for a $150 for the entire system to be cleaned and sanitized she told me that is still more than she can afford I said okay and that will I will work out a payment plan with her she said okay.Then she called me the next day and was angry all over again as if we never talked so I advised her that she will not find another company that will give her an entire system cleaning for $49 and I would give her a refund. So a refund was issued for $49 through [redacted] which is the only payment that was received by Mrs. [redacted].
In regards to ID [redacted], I am faxing you a copy of the invoice as well as a copy of the coupon that was used and details as to what this coupon covers. The copy of the invoice that I am providing to you is the original signed and dated by the customer fiance along with a credit card payment and a...
payment plan for the customer. At the top of this invoice you can see what the technicians explained to the customer what the customer signed off on and what they were charged for.Best Air Duct Cleaning LLCGeneral Manager, Jennifer B[redacted]
Tell us why here....WE AT BEST AIR DC. APOLOGIZE FOR THE CONFUSION ALTHOUGHT IT IS YOUR RESPONSIBILITY TO READ THE [redacted] AND YES THAT IS CORRECT WE WILL NOT BE ABLE TO PROVIDE A RECEIPT FOR A [redacted] PURCHASE YOUR RECEIPT SHOULD HAVE BEEN SENT TO YOU AFTER YOUR PURCHASE WITH [redacted] MEANING WE DID...
NOT TAKE FUNDS FROM YOU IN ORDER TO PROVIDE A RECEIPT YOUR AS FAR AS YOUR [redacted] CLEANING DETAILS OF SERVICE ARE AS FOLLOWS UNLIMITED AIR VENTS 2 RETURNS UNDER NEGATIVE AIR PRESSURE 1 MAINLINE YOU SIR HAD 6COLD AIR RETURNS AND 3 MAIMLINES AND THAT IS WHERE THE ADDITIONAL FEES CAME FROM I HAVE TRIED TO EXPLAIN THIS TO YOU SIR SEVERAL TIMES AND APOLOGIZE THAT YOU FEEL THIS WAY WE OFFERED YOU A QUOTE AND GUARANTEED TO BE THE PRICE ON THE MARKET WE THANK YOU AND HAVE A GREAT DAY !!??????????
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update...
it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Jennifer B. resolved my situation. Even though I decided against this company coming back and finishing the job (my boyfriend took care of it himself), Jennifer handled it in a courteous manner and ensured me that this is not how they normally conduct business and was a fault of a new associate, which I understand.
Regards,
[redacted]
7/7/16 I spoke with Jennifer with business today. I asked her for a detailed description of how the [redacted] coupon worked and why the $49 paid by the consumer was not reflected on their receipt.She said the customer was told that the coupon only covered basic negative pressure cleaning which is the equivalent of a shop vac cleaning. She said the customer was told that anything above and beyond that basic negative pressure cleaning would be considered a separate job.The $49 [redacted] coupon covered the negative pressure cleaning and that work was completed prior to the tech telling the consumer that they would have to pay for additional services. Since the customer pays [redacted] for the coupon, the business does not provide any additional receipt for the work performed under the coupon. That is why there is nothing reflected for the $49 on the invoice submitted. These are considered 2 separate transactions. The $49 paid to [redacted] is not credited to the additional work if the business is approved by the homeowner to do the additional work.
Customer [redacted] purchased a [redacted] for $the coupon states be before purchasing choose between two options she chose the $option details are as follows unlimited air vents two returns on the negative air pressure one main line complete from inspection and one dryer vent with complete ventilation system cleaning $value.Which means if you did not have this coupon this particular cleaning would cost that amount but it has no cash value.So on the day of Mrs [redacted] cleaning technicians arrive explain all the details again to the customer proceed with cleaning when done a video is showed of before and after Mrs[redacted] is told that her system is old and needs more detailed cleaning and sanitizing which is a different prcess and done with a different machine which includes a scrubbing with rotating brushes of her entire ventilation system she is now unhappy because this particular cleaning that is needed is $I talked to her several times that day at one point my cell phone dies so I proceeded to call her back on my office phone I was yelled at by her mother but I still tried to help after she told me she had lost her job I tried to work out a deal for a $for the entire system to be cleaned and sanitized she told me that is still more than she can afford I said okay and that will I will work out a payment plan with her she said okay.Then she called me the next day and was angry all over again as if we never talked so I advised her that she will not find another company that will give her an entire system cleaning for $and I would give her a refundSo a refund was issued for $through [redacted] which is the only payment that was received by Mrs [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Jennifer Bresolved my situationEven though I decided against this company coming back and finishing the job (my boyfriend took care of it himself), Jennifer handled it in a courteous manner and ensured me that this is not how they normally conduct business and was a fault of a new associate, which I understand Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business returned my first call to them, immediately on the defensive (as I imagine they receive a lot of calls of frustrated and disappointed customers)She immediately told me that I had read the coupon incorrectly and insisted that I did not understand what I purchasedI read the details of the coupon I purchased and even sent her snapshots of the ***, but she still insisted that I was wrong and was incredibly rudeI've worked in customer service so I was trying to understand her view and speak to her calmly- she interrupted and wouldn't let me speak on multiple occasionsWe jointly called *** and the customer service agent on the line confirmed that I was in fact correct in my understanding of what the *** was for- but she then ended the callIt's very convenient if that's when her phone diedAnd this was not the first time she had ended the callShe refused to acknowledge that I had a different coupon that she was referring to, even after I sent her the details that were very clearly different than the one she and her technicians tried to convince me I had boughtMy mother only got involved when she thought her daughter was being taken advantage of, and spoken to disrespectfullyThis bait and switch type activity should not be allowed to continue.I never agreed to pay the company any additional dollars because I did not have the faith that I would receive the accurate services that I purchased any longerI have never made a Revdex.com complaint before- as I have never received customer service this awful beforeI understand that she is just trying to save face after an apparent marketing issue, but I hope others can learn from my experience with this company and avoid this company entirelyI did receive my payment back from *** (and cleaned the problem duct myself (after realizing how much of a disaster it was dealing with this company I was afraid to call another)- however the company (Best Air DC- it even says duct cleaning on their truck and they told me they didn't have the equipment to do that) did nothing other than ask for more money to remedy the situationI sent images of my original *** with my first complaint and the company still has not acknowledged that they were wrong (as well as incredibly rude). Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Please be aware this is my first time hearing about this situation.I have reached out to the customer and set her up for a follow-up appt. Thank you Jennifer B.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am definitely not satisfied with this at all. To begin with, the [redacted] was for $59 (not for $49 as she stated). Once again, while it is true that the work was signed off on, still that doesn't explain how the coupon was not honored. Just because they found more dirt than expected that should not be a cause for them to increase the price to $266. It was a judgment call decision on their part; a subjective decision. Once again, no where on the coupon did it state that prices are subject to change based on what they find. For that reason alone, I should be reimbursed and the coupon honored. The worker said the coupon is for "maintenance" only. This was not listed on the coupon. I would definitely not recommend this company to anyone. They got got me and my fiancé out our money with this apparently as they are not willing to resolve this issue but keep insisting that we signed off on it; bad business practice on their part; lesson learned.
Customer [redacted] purchased a [redacted] for $49 the coupon states be before purchasing choose between two options she chose the $49 option details are as follows unlimited air vents two returns on the negative air pressure one main line complete from inspection and one dryer vent with...
complete ventilation system cleaning $229 value.Which means if you did not have this coupon this particular cleaning would cost that amount but it has no cash value.So on the day of Mrs. [redacted] cleaning technicians arrive explain all the details again to the customer proceed with cleaning when done a video is showed of before and after Mrs.[redacted] is told that her system is old and needs more detailed cleaning and sanitizing which is a different prcess and done with a different machine which includes a scrubbing with rotating brushes of her entire ventilation system she is now unhappy because this particular cleaning that is needed is $225. I talked to her several times that day at one point my cell phone dies so I proceeded to call her back on my office phone I was yelled at by her mother but I still tried to help after she told me she had lost her job I tried to work out a deal for a $150 for the entire system to be cleaned and sanitized she told me that is still more than she can afford I said okay and that will I will work out a payment plan with her she said okay.Then she called me the next day and was angry all over again as if we never talked so I advised her that she will not find another company that will give her an entire system cleaning for $49 and I would give her a refund. So a refund was issued for $49 through [redacted] which is the only payment that was received by Mrs. [redacted].
In regards to ID [redacted], I am faxing you a copy of the invoice as well as a copy of the coupon that was used and details as to what this coupon covers. The copy of the invoice that I am providing to you is the original signed and dated by the customer fiance along with a credit card payment and a...
payment plan for the customer. At the top of this invoice you can see what the technicians explained to the customer what the customer signed off on and what they were charged for.Best Air Duct Cleaning LLCGeneral Manager, Jennifer B[redacted]
Tell us why here....WE AT BEST AIR DC. APOLOGIZE FOR THE CONFUSION ALTHOUGHT IT IS YOUR RESPONSIBILITY TO READ THE [redacted] AND YES THAT IS CORRECT WE WILL NOT BE ABLE TO PROVIDE A RECEIPT FOR A [redacted] PURCHASE YOUR RECEIPT SHOULD HAVE BEEN SENT TO YOU AFTER YOUR PURCHASE WITH [redacted] MEANING WE DID...
NOT TAKE FUNDS FROM YOU IN ORDER TO PROVIDE A RECEIPT YOUR AS FAR AS YOUR [redacted] CLEANING DETAILS OF SERVICE ARE AS FOLLOWS UNLIMITED AIR VENTS 2 RETURNS UNDER NEGATIVE AIR PRESSURE 1 MAINLINE YOU SIR HAD 6COLD AIR RETURNS AND 3 MAIMLINES AND THAT IS WHERE THE ADDITIONAL FEES CAME FROM I HAVE TRIED TO EXPLAIN THIS TO YOU SIR SEVERAL TIMES AND APOLOGIZE THAT YOU FEEL THIS WAY WE OFFERED YOU A QUOTE AND GUARANTEED TO BE THE PRICE ON THE MARKET WE THANK YOU AND HAVE A GREAT DAY !!??????????
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update...
it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Jennifer B. resolved my situation. Even though I decided against this company coming back and finishing the job (my boyfriend took care of it himself), Jennifer handled it in a courteous manner and ensured me that this is not how they normally conduct business and was a fault of a new associate, which I understand.
Regards,
[redacted]
7/7/16 I spoke with Jennifer with business today. I asked her for a detailed description of how the [redacted] coupon worked and why the $49 paid by the consumer was not reflected on their receipt.She said the customer was told that the coupon only covered basic negative pressure cleaning which is the equivalent of a shop vac cleaning. She said the customer was told that anything above and beyond that basic negative pressure cleaning would be considered a separate job.The $49 [redacted] coupon covered the negative pressure cleaning and that work was completed prior to the tech telling the consumer that they would have to pay for additional services. Since the customer pays [redacted] for the coupon, the business does not provide any additional receipt for the work performed under the coupon. That is why there is nothing reflected for the $49 on the invoice submitted. These are considered 2 separate transactions. The $49 paid to [redacted] is not credited to the additional work if the business is approved by the homeowner to do the additional work.