To Whom It May Concern, There are a few issues in [redacted] ***'s complaint that need to be addressedThey are as follows: [redacted] wants a full refundKleen Air did the work stated on the invoice and should receive the agreed upon price Kleen Air gave no guarantee that the mold would be completely eliminatedKleen Air cleaned the system to NADCA standards and replaced the contaminated return duct Kleen Air gave no guarantee of air quality or completely removing the odor [redacted] was smellingAlthough the cleaning would have certainly helped reduce the odor and increase the air quality, it was not guaranteed Inspection by [redacted] of Kleen Air was done to NADCA industry standards: INADCA standards do not require a full inspection of the entire system II [redacted] was not allowed into the rooms that contained the ducts that were eventually recommended to be replacedEven if [redacted] did get to see that ductwork, he would not have seen the mold stains under the dirtAnd even if he did see the mold stains, he would see that the dirt above the mold stains was not wet or moldy and therefore not an active contaminantThe only reason Kleen Air recommended replacement is because [redacted] stated that there was a leak in the roofThe actual duct that needed to be replaced due to mold and exposed insulation is the return duct, which was replaced III [redacted] stated that the dirt inside the ductwork would be removed up and out of the home by very powerful suction provided by a Power Vacuum truck outside that would be attached to the unit on the roofAny dirt that came loose in the ductwork would immediately be sucked out and contained within the truckThere are tools that are used inside the ductwork from within the home to aid in the cleaning process, but those items are being cleaned by the same suction cleaning the ductwork that those tools are in IV [redacted] did not state that “all removal of dirt and other contaminants would be removed up and out of the home”, because it would be impossible to remove the contaminated return from the outside without having to remove the unit on the roof, pulling out that duct, and then reconnecting the unitRemoval and reattachment of the unit on the roof would require a crane to lift the unit out of the wayThere would be a crane on the estimate if that were the case, which there is notInstead, the ductwork was removed from inside the homeThe home had a flat-top roof with very little attic spaceThe unit was directly above the return duct, which was about a foot longDrop cloths were laid in a path from the return to the doorWhen the duct was removed, it was immediately placed into a plastic bag and closedIt was then taken out of the home following the path made by drop cloths The way the events occurred and the statements made according to [redacted] (the Kleen Air Cleaning Tech who did the cleaning that day): I [redacted] told [redacted] that there were mold STAINS in the runs of ductwork, NOT mold IIWhen [redacted] asked why [redacted] had not told her before, [redacted] stated that the mold stains were hidden under the dirt before the cleaning, so he could not see them III [redacted] did not recommend replacing the ductwork at that time [redacted] stated that she believed there was a leak in the roof [redacted] then, based on that new information, recommended replacement of those ducts due to possible mold being on the outside of the ductwork and in the insulation [redacted] then asked how much it would cost to replace those ducts and [redacted] stated he would give her an estimate IVMold stains are not a contamination, they only show a previous mold presenceMold stains are not an active contaminantIf there was an active mold contamination, the dirt on top of the stain would be wet and/or moldedThat is why when [redacted] asked if all the cleaning would be undone until the ducts could be replaced, [redacted] stated it should not make a differenceIf it were mold, there would definitely be concern of the cleaned system getting recontaminatedSince it was not mold, but only stains caused by previous mold, there was not cause for alarmWhen [redacted] learned of the roof leak, he became concerned that the attic area could have mold, including the exterior portion of the ductsAlthough there was no evidence of mold in the airflow after cleaning, mold could get into the airflow if the ductwork had even the slightest bit of leakageThat is why [redacted] recommended replacement The cleaning was done to NADCA standards IThe proper steps were taken in cleaning the system IIThe proper protocol for removal of the contaminated return duct was performed by [redacted] In closing, Kleen Air can find no reason or compelling evidence to give [redacted] any refund at all, especially a full refund
I am rejecting this response because:Why are they sending this I didn’t "request" this I already have a copy of this document because it was emailed to me TWO DAYS “after” their rep came to my house on Monday July 6th This paperwork was not given to my wife, when their rep was at my house, as I have already stated Nothing was ever stated verbally or in writing to me, or my wife, prior to the inspection being performed, that explained there was going to be a ”fee” for the inspection, which they advertise as being free on their website When their tech showed up at my house, she could have very well explained to my wife that there was going to be a fee for her to look at my AC unit and she could have had my wife sign their so called “work Order” acknowledging the fee This didn’t happen When their tech left my house, she could have very well had my wife sign their so called “work Order” stating what the tech did and what the fee was going to be This didn’t happen either In fact, their tech, as I have stated before, told my wife there was no fee for her visit and that is why the tech didn’t have my wife sign any document This is precisely why Kleen Air cannot produce one document with my wife’s signature on it or my signature for that matter especially any documents stating that we were aware that there was going to be a fee for something they advertise as free This so called document they are now producing was emailed to me on the 8th of July, days after their tech visited my house and, again, there is no signature on this piece of paper acknowledging that my wife and I were aware of any fee we were going to be charged I wasn’t even aware this document even existed until two days after the inspection
I am rejecting thingies toresponse because: Kleenex Air was informed that my home has mold [redacted] inspected the main duct and informed me there was mold in the main duct [redacted] stated all removal would be done to contain the mold exposure in the home by using a Hepa vac and under containing mold by industry standards including negative pressure removing ccontaminate d materialsmaterialists by placing protective barriersKleen airs solution was to put a dirty drop cloth on my hallway floor even though I was informed the area would be sealed off as we're the other bedrooms in my home already remediate d therefor moldThe plastic containment was viable to [redacted] and I made sure he knee all about the mold When I mentioned I would be getting another estimate from [redacted] stated they used to do [redacted] duct cleaning but the individual who now does the work does not have a truck such as the one used by Kleenex Air and stated [redacted] would bring in a Hepa vac to do the work, which Kleen Air did themselvesThere was no extras attention to assure all work would be up and out of the homeA dirty drop cloth and cardboard pieces placed over the ducts is not industry standards by anyone's definitionKleen Air did not take necessary precautions to ensure that my home was protected by main duct with mold nor in general since I told [redacted] specifically my problems with moldKleen Air wants make this issue about smells in my home which although the main issue became secondary once [redacted] informed me about the mold in the main duct
This complaint was completely unnecessaryAll Mr [redacted] needed to do was call usHe has contacted us a dozen times since March 2014, and we have addressed his issues every timeWe already know his problem and we are making every effort to fix itUnfortunately, it is a very tough problem Essentially, the problem is that his mobile home is extremely drafty and poorly insulatedTrying to cool his house is almost like trying to cool you car with the A/C, except the windows are downThe temperature of the air blowing out of the vents is degrees!! All the cold air escapes so quickly, it hardly has time to cool anything insideWe installed the new equipment before he moved into that house, so we have no idea how bad it was before or how much it has improvedWe have reached out to Mr [redacted] and we are working together to resolve this issue as best we canIf you have any questions, please call us at [redacted]
We have contacted MrHeneweerWe are currently attempting to resolve his issuesWe have sent out our technicians as well as [redacted] to see what else can be doneWe came up with some solutions and made some adjustmentsThe system showed improvement, but we are not done yetWe hope to have this situation resolved soon
To Whom It May Concern, There are a few issues in [redacted] ***'s complaint that need to be addressedThey are as follows: [redacted] wants a full refundKleen Air did the work stated on the invoice and should receive the agreed upon price Kleen Air gave no guarantee that the mold would be completely eliminatedKleen Air cleaned the system to NADCA standards and replaced the contaminated return duct Kleen Air gave no guarantee of air quality or completely removing the odor [redacted] was smellingAlthough the cleaning would have certainly helped reduce the odor and increase the air quality, it was not guaranteed Inspection by [redacted] of Kleen Air was done to NADCA industry standards: INADCA standards do not require a full inspection of the entire system II [redacted] was not allowed into the rooms that contained the ducts that were eventually recommended to be replacedEven if [redacted] did get to see that ductwork, he would not have seen the mold stains under the dirtAnd even if he did see the mold stains, he would see that the dirt above the mold stains was not wet or moldy and therefore not an active contaminantThe only reason Kleen Air recommended replacement is because [redacted] stated that there was a leak in the roofThe actual duct that needed to be replaced due to mold and exposed insulation is the return duct, which was replaced III [redacted] stated that the dirt inside the ductwork would be removed up and out of the home by very powerful suction provided by a Power Vacuum truck outside that would be attached to the unit on the roofAny dirt that came loose in the ductwork would immediately be sucked out and contained within the truckThere are tools that are used inside the ductwork from within the home to aid in the cleaning process, but those items are being cleaned by the same suction cleaning the ductwork that those tools are in IV [redacted] did not state that “all removal of dirt and other contaminants would be removed up and out of the home”, because it would be impossible to remove the contaminated return from the outside without having to remove the unit on the roof, pulling out that duct, and then reconnecting the unitRemoval and reattachment of the unit on the roof would require a crane to lift the unit out of the wayThere would be a crane on the estimate if that were the case, which there is notInstead, the ductwork was removed from inside the homeThe home had a flat-top roof with very little attic spaceThe unit was directly above the return duct, which was about a foot longDrop cloths were laid in a path from the return to the doorWhen the duct was removed, it was immediately placed into a plastic bag and closedIt was then taken out of the home following the path made by drop cloths The way the events occurred and the statements made according to [redacted] (the Kleen Air Cleaning Tech who did the cleaning that day): I [redacted] told [redacted] that there were mold STAINS in the runs of ductwork, NOT mold IIWhen [redacted] asked why [redacted] had not told her before, [redacted] stated that the mold stains were hidden under the dirt before the cleaning, so he could not see them III [redacted] did not recommend replacing the ductwork at that time [redacted] stated that she believed there was a leak in the roof [redacted] then, based on that new information, recommended replacement of those ducts due to possible mold being on the outside of the ductwork and in the insulation [redacted] then asked how much it would cost to replace those ducts and [redacted] stated he would give her an estimate IVMold stains are not a contamination, they only show a previous mold presenceMold stains are not an active contaminantIf there was an active mold contamination, the dirt on top of the stain would be wet and/or moldedThat is why when [redacted] asked if all the cleaning would be undone until the ducts could be replaced, [redacted] stated it should not make a differenceIf it were mold, there would definitely be concern of the cleaned system getting recontaminatedSince it was not mold, but only stains caused by previous mold, there was not cause for alarmWhen [redacted] learned of the roof leak, he became concerned that the attic area could have mold, including the exterior portion of the ductsAlthough there was no evidence of mold in the airflow after cleaning, mold could get into the airflow if the ductwork had even the slightest bit of leakageThat is why [redacted] recommended replacement The cleaning was done to NADCA standards IThe proper steps were taken in cleaning the system IIThe proper protocol for removal of the contaminated return duct was performed by [redacted] In closing, Kleen Air can find no reason or compelling evidence to give [redacted] any refund at all, especially a full refund
I am rejecting this response because:Why are they sending this I didn’t "request" this I already have a copy of this document because it was emailed to me TWO DAYS “after” their rep came to my house on Monday July 6th This paperwork was not given to my wife, when their rep was at my house, as I have already stated Nothing was ever stated verbally or in writing to me, or my wife, prior to the inspection being performed, that explained there was going to be a ”fee” for the inspection, which they advertise as being free on their website When their tech showed up at my house, she could have very well explained to my wife that there was going to be a fee for her to look at my AC unit and she could have had my wife sign their so called “work Order” acknowledging the fee This didn’t happen When their tech left my house, she could have very well had my wife sign their so called “work Order” stating what the tech did and what the fee was going to be This didn’t happen either In fact, their tech, as I have stated before, told my wife there was no fee for her visit and that is why the tech didn’t have my wife sign any document This is precisely why Kleen Air cannot produce one document with my wife’s signature on it or my signature for that matter especially any documents stating that we were aware that there was going to be a fee for something they advertise as free This so called document they are now producing was emailed to me on the 8th of July, days after their tech visited my house and, again, there is no signature on this piece of paper acknowledging that my wife and I were aware of any fee we were going to be charged I wasn’t even aware this document even existed until two days after the inspection
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Here is the work order you requestedIf you have any questions or need any further assistance, please don't hesitate to call us at [redacted] Thank you
I am rejecting thingies toresponse because: Kleenex Air was informed that my home has mold [redacted] inspected the main duct and informed me there was mold in the main duct [redacted] stated all removal would be done to contain the mold exposure in the home by using a Hepa vac and under containing mold by industry standards including negative pressure removing ccontaminate d materialsmaterialists by placing protective barriersKleen airs solution was to put a dirty drop cloth on my hallway floor even though I was informed the area would be sealed off as we're the other bedrooms in my home already remediate d therefor moldThe plastic containment was viable to [redacted] and I made sure he knee all about the mold When I mentioned I would be getting another estimate from [redacted] stated they used to do [redacted] duct cleaning but the individual who now does the work does not have a truck such as the one used by Kleenex Air and stated [redacted] would bring in a Hepa vac to do the work, which Kleen Air did themselvesThere was no extras attention to assure all work would be up and out of the homeA dirty drop cloth and cardboard pieces placed over the ducts is not industry standards by anyone's definitionKleen Air did not take necessary precautions to ensure that my home was protected by main duct with mold nor in general since I told [redacted] specifically my problems with moldKleen Air wants make this issue about smells in my home which although the main issue became secondary once [redacted] informed me about the mold in the main duct
This complaint was completely unnecessaryAll Mr [redacted] needed to do was call usHe has contacted us a dozen times since March 2014, and we have addressed his issues every timeWe already know his problem and we are making every effort to fix itUnfortunately, it is a very tough problem Essentially, the problem is that his mobile home is extremely drafty and poorly insulatedTrying to cool his house is almost like trying to cool you car with the A/C, except the windows are downThe temperature of the air blowing out of the vents is degrees!! All the cold air escapes so quickly, it hardly has time to cool anything insideWe installed the new equipment before he moved into that house, so we have no idea how bad it was before or how much it has improvedWe have reached out to Mr [redacted] and we are working together to resolve this issue as best we canIf you have any questions, please call us at [redacted]
We have contacted MrHeneweerWe are currently attempting to resolve his issuesWe have sent out our technicians as well as [redacted] to see what else can be doneWe came up with some solutions and made some adjustmentsThe system showed improvement, but we are not done yetWe hope to have this situation resolved soon