Crystal Clean

I spoke with my worker that was at the property. He stated that there was an additional contractor ( [redacted] ) at the location on the same day. That worker was investigating a window leak and could easily of had to remove the blind to investigate further what he was inspecting. Again, we did NOT have to remove any blinds, we would NOT have removed any blinds, and that is the where we stand. We will neither replace nor reimburse the client for this since we had nothing to do with the situation. We are sorry that she is missing an item, however we refuse to take responsibility for something that had nothing to do with our service. Any further requests from her can be made to our legal team. Best, [redacted] Operations

July 9th we toed his truck in we stated by checking for power at the transfer pump we had power & ground but pump didn't runContacted Mr*** and advised him of our findingHe advised us of his concern about the high pressure pump and we told him we needed to fix this problem first
We did replace the pump and still had a no stat conditionWe then started the next step in finding the problemWe were following *** *** a page diagnosis tree to find the problemOn 7/12/at 5;05;we contacted Mr*** with an estimate of $ to repair his truck with he O'kWe went on with the repairs and found a fitting that was the problemWe replaced that updated part and that fixed his problemThe final bill came to $Since I received this complaint Mr*** and I have talked times with him asking me different questions and talking to the mechanic that worked on his truckI'm sure that we will come to a compromiseThank you James

I am rejecting this response because: I was only called once and then when I called them twice they did not call me back I think that when they were washing that window they broke the shade by mistake and took it with them so that they wouldn't have to pay for it (Did they think I wouldn't notice?) I know for SURE that the shade was there before they cleaned There is no one else who would have taken it I do need it since the late afternoon sun comes in and makes the porch very hot
Regards,
*** ***

To whom it may concern: This letter is in response to a letter we received from the Revdex.com dated Wednesday, May 20, and was assigned an ID of *** We
have been accused of removing a window shade from a residence at ** *** *** in Hilton Head, SC.
We have responded to this client on several occasions stating that (1) we do NOT remove blinds or screens under any circumstance unless the client has hired us specifically to remove a blind/screen and clean it separately, which was not the case in this instance, and (2) under no circumstance would we ever bring an item from a clients property with us for any reason We have no explanation as to why she is missing a shade on that particular window, but as stated we would have had no reason to remove it as we can clean the window without needing to do so We appreciate your time on this matter Best, *** *** Crystal Clean ###-###-####

---------- Forwarded message ----------From: James C*** Date: Mon, Oct 12, at 8:PMSubject: id# *** *** call # ***To: [email protected]: *** *** *** ***
On August 10, @ 4:pm or 16:( see attached TLC tow ticket) Also see attached *** dispatch sheet showing time received 14:& dispatch time of 16:13.We were on scene @ 17:TLC Automotive & Towing LLC received a call from *** of Colorado to tow a pickup & ftcamper trailer to *** *** ***We were asked what our over mileage charge was and I responded $per mileI’m not sure of the ETA that was given but, we usually give a to minute ETAAs soon as a driver was available he was dispatched to the address of MM-I-WBOur driver detached the trailer and loaded the pickup onto the rollbackHe then hooked up the travel trailer and towed them both to TLC AutomotiveThere Dan installed the tow lights and checked the hookupOn the way out of town Dan stopped for fuel and washed the windshield then paid at the pumpTherefore there was no reason for Dan to enter into the gas stationThe drive to FtCollins on Hwy-went without any problemsDan went to College Avenue went south to Johnson Drive and due to the length of our truck and the fttrailer could not make the right turn onto Johnson DriveThis is when Dan told the customer he couldn’t make the turn and they insisted that he tryIn doing this it caused damage to the trailerHe then backed up went down the street to where he could turn back northHe turned onto Johnson Drive went down and due to the cars on both side of the street didn’t try to turn onto the street to get to the muffler shopSo he went straight and ended up in the cul-de-sacThis is when the frustration on both parties startedWords were exchanged, customer said, he wasn’t paying anything, Dan said unless the customer paid the $over mileage fee, he would have to take the pickup backTotal towed mileage was milesI know both *** and myself informed the customer of the over mileage because, he thought he was good for milesI had to call *** to verify thatI talked to *** from *** *** *** and asked him if he knew what happened @ the cul-de-sacHis response was he didn’t see or hear of any physical threatsHe did say he could tell there was frustration of both partiesThe wife never got into the trailerIf you Google the mileage from *** *** *** *** to *** *** *** *** *** you get milesAdd in having to go down interstate to turn around to come back to Sterling, therefore you get the extra mileage As of this date I haven’t received any estimate for repairs*** is still investigating the callAs to the reason the drivers were changed our drivers are aware that when they feel like they are tired, another driver will take overThe first driver had been out since very early in the morning and was tiredDan is a Wreckmaster certified, valued & very competent employee, he has been with our company since and will continue to be employed by our company. Sincerely, James C***

I spoke with my worker that was at the property.  He stated that there was an additional contractor ([redacted]) at the location on the same day.  That worker was investigating a window leak and could easily of had to remove the blind to investigate further what he was inspecting.
 
Again, we did NOT have to remove any blinds, we would NOT have removed any blinds, and that is the where we stand.  We will neither replace nor reimburse the client for this since we had nothing to do with the situation.
 
We are sorry that she is missing an item, however we refuse to take responsibility for something that had nothing to do with our service.
 
Any further requests from her can be made to our legal team.
 
Best,
 
[redacted]
Operations

Review: On 7/3/14 I hired Crystal Clean to come to my home to perform a cleaning service on the air ducts and A/C unit. I purchased an extra service from "Crystal Clean" to have the "Blower Motor" cleaned for $119.95. The technician Alex did not clean it properly, he only ran his finger across some of the fan blades, ( there are probably about 150 of them and I estimated he only touched about 20 of them). And when I I asked him if he was going to clean the dirt that was falling down into the bottom of the unit, Alex said he was going to vacuum it. He never did. I called the office on Monday 7/7/14 to let them know I was not satisfied with the work and wanted a refund for the $119.95. I finally spoke with someone named Michael on 7/9/14 and he said he would send someone out to do it right. I Told him I did not want another tech to come out because I just spent $300.00 to have the carpets cleaned and didn't want them to blow more dirt and dust around and just wanted the money back. (He told me that the new tech would use a high power blower to clean the fan blades.) That would not make sense in light of the fact that the carpets were just cleaned plus, I have asthma and am allergic to dust ect. He told me I wasn't going to get my money back, that "I had to have a tech come back out and inspect the work and clean it properly." I said it was ok to send someone to inspect it, but did not want them to clean it. He basically told me that was too bad and I had no choice. I said I was going to report them to the b&b and he said "Go ahead". I did not like his attitude with me and I don't want them back in my house. I just want my money back. Thank you, [redacted].Desired Settlement: I would like the amount of $ 119.95 refunded to me.

Business

Response:

Crystal Clean stands by our work and tries to make every customer as happy as possible. Our technicians do not clean anything with their fingers. We following NADCA cleaning procedures. The technician that was at this house in particular is also HVAC certified. I've never had any complaints on his work because it is superior. He is one of our highly, requested technicians. We had tried to offer to come out and re-clean everything to their satisfaction for free. We tried everything that we could to make this irate customer calm down. We feel they didn't want to pay for the services rendered. Before a resolution could even be discussed we were cursed at and then hung up on. At this time we will be denying the refund but would still gladly send someone to fix any concerns they may have had or we can also show them how we cleaned it properly - As per long the safety of our technician doesn't get compromised.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

To begin with, they are telling a bold faced lie. I did not curse at them. I did say I would contact the Revdex.com though, and (Mike the "manager") said "go ahead". He knew the technician cleaned the blower fan blades with his fingers and he agreed with me and said that they weren't supposed to clean them like that. He agreed with me that it was an improper way to do the job. I did in fact hang up the phone first because I felt I was not getting anywhere with Mike after I told him I only wanted a refund, and I wanted no more techs from their company to come back to the house because we had already had the carpets cleaned by then and did not want anymore dust stirred up because of my asthma. They would have to come onto the main floor of the house with all their equipment and go down to the basement where the furnace/A/C unit is. This would be unacceptable at this point since we have already had the carpets cleaned. I feel this company should stand by their product and services better and not make up lies about people who are just trying to get a refund for an unacceptable service. I don't feel that my request is unreasonable and there is nothing in writing on the copy of the receipt concerning no refund for unacceptable work. I stand firm on the request for a refund. Thank You.

Regards,

When I had Michael come to my home back in the spring, he was so polite, respectful and did such a wonderful job cleaning our vents. He even helped me with my tv. I had back @ neck surgery and could not do something, so that is why he helped me. He deserves to be a supervisor, that is how kind and caring he was. I recommended a friend to your company. Her name is U[redacted]. She is really nice and is looking forward to her vents being cleaned. Thank you for your time. Please look for the copy I sent to your company, the certificate and a letter attached. I sent it about 3 months ago. Thank you for your time.. Sincerely, L[redacted] A[redacted]

Review: We hired CRYSTAL CLEAN, recommended by our property manager at Trent M[redacted], Norristown, Pa. When I made the appointment I was told it would take 45 min to an hour. The serviceman was at my home for 10-15 min and said he was finished. My sister in law informed me that he left a mess and that the door to the furnace was left ajar. The bottom of the furnace had cobwebs, leaves,dirt, and soot on it. ( I have photographs). I called Crystal Clean the next day and was informed that a supervisor would call me back. I waited until the next afternoon and called them again. The told the operator that I did not hear from her supervisor and that I was extremely unsatisfied with the service I received, and that I had photos and wanted my money back because obviously the furnace was not cleaned and to

make matters worse the door was left ajar which would allow carbon monoxide to escape into my home. The operator said to hold on and she would get the supervisor's e-mail address. Not even one second later the supervisor got on the phone (obviously he was right there). I told him my dissatisfaction he said he would send someone out to fix it. I told him my husband was very upset and didn't want anyone from their company in our home and that I wanted my $150 back. He said "well that's not gonna happen." I told him I was going to stop payment on my check and he fine I'll put you in collections." I did stop payment on my check. ($35)Desired Settlement: The $35 cancellation charge of my check and more importantly the knowledge that anyone else who used their company that their homes are safe from carbon monoxide.

Business

Response:

Crystal Clean would like to link this response together in

regards to the experience described by,

###-###-####

[redacted].

Norristown, PA 19403

&

###-###-####

[redacted].

Norristown, PA 19403

A dryer vent and chimney cleaning for a one-man crew takes

on average, 20-40 minutes if there are no difficulties. A two-man crew would

cut this time in half. Our technician’s clock in and out with our office at

every house - this is our policy. They clocked in for 23 minutes at this

location. The technicians did not leave either of these homes with a chimney

vent door ajar.

Crystal Clean spoke with [redacted] and offered to send a

technician back out to check any work that was done and offered to redo

anything she’d like redone for free. In addition to coming back out to home

#334 & #335, a full refund would given back if the work was in fact not

done properly. She told me she needed to discuss this with her husband and

would call me back. After not hearing

from her, I tried calling back both her and [redacted] several times. I also left 2

voicemails. My phone system records all call data and I have times and dates of

these calls made. In additional to continuing to reach the both of them, I sent

back and forth multiple e-mails to Anne, the manager of their association, in

regards to their filed complaints. I have those e-mails to prove as well. There

still has been no response from both [redacted] and [redacted], except now two

stopped payments. I assure you we did

good work and this is looking to be like a simple case of her and her family

member next door not wanting to pay for services rendered.

Crystal Clean stands by our work. Nothing we do is harmful

or potentially dangerous. We’ve been in business for many years now. We have many

happy customers in her same association that have mailed us back wonderful

reviews.

At this point, I’m not sure what else I can possibly do for

these 2 customers.

Consumer

Response:

From: Revdex.com of Metro Washington DC<[redacted]>Date: Tue, Dec 30, 2014 at 9:41 AMSubject: Fwd: Complaint ID 10343140 ResponseTo: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Mon, Dec 29, 2014 at 10:22 PMSubject: Complaint ID [redacted] ResponseTo: [redacted], [redacted], [redacted]Attn: [redacted]In reference to my complaint submitted on 12/11/14 I would like to comment of Crystal Clean's response. According to Crystal Clean it takes approximately 20-40 minutes to clean a dryer vent and chimney. I can assure you that the technician who had our service orders ([redacted] and [redacted]) only spent 10 maybe 15 minutes in each of our homes. When the technician came up stairs at my brother's home he said the furnace was clean. My brother thought that was impossible because the furnace hadn't been cleaned for several years. That is when my brother went downstairs to investigate and look at the furnace for himself. That is when he saw the furnace vent door ajar. There was soot, leaves, dirt, etc. on the floor of the furnace, which is a good inclination, that the furnace had not been cleaned. He immediately called me and informed me of his situation and said that he was going over to my home to check on my furnace. Both my brother and [redacted], his fiancee, went over to my house to find the same situation - dirt, soot, etc. and a basement floor with lint from the dryer. The door to my chimney vent was also ajar. Carbon monoxide could have caused a potentially deadly situation. The tech also never went outside to vacuum the vents out.

Review: I have called and emailed multiple times to inquiry about a coupon/promotion they are offering and I have received no response and the woman on the phone was rude, yelled at me, refused to provide her name and hung up on me. This is absurd and completely appalling that this is how they would treat potential new customers. This is a company that that given the experience that I have had, you should be very leery before you pay this business to provide any services.Desired Settlement: I would like an email acknowledging my questions, the way I was treated addressed and assurance that if I made an appointment, I would not receive the same service that I received when I attempted to make a few inquiries to have my questions answered.

Business

Response:

[redacted]-

Review: I purchased an air duct cleaning service from [redacted]. The service advertise included 10 vents,1 return, 1 main. Additional vents and returns are $15 each. Surcharge may apply for additional main lines But Does Not state the price. I called the Crystal Clean company to make an appointment. At no time did anyone I spoke with explain what the additional service fees were. When the service technician arrived at my house He explained the extra work needed and the additional costs. The final cost of the service $235, from the $39 [redacted] special. This is a classic Bait and Switch Advertisement as seen on NBC Chris Hansen Air Duct cleaning SCAM.. I am not even sure how clean my vents are after the service.Desired Settlement: I am requesting partial refund of half the total cost. I am not happy with the inflated price.

Business

Response:

In regards to [redacted]

Review: The company came out, 3 hours late, to perform an air duct cleaning. This was a return visit from a previous estimate. The technicians insisted to increase the amount of the original quote, and additional $120.00, or no warranty would be given. Reluctantly I agreed. The technicians were supposed to clean mold from the ducts with a solution. I left the house as required for the application of the solution. When I returned 30 min later they were packing up to leave. I checked the area that the supposed mold was first found only to find it was still there. They said this is normal. I paid the technicians and they left. Upon further inspection I found they had not reinstalled 9 of the vent covers (registers). The vent covers had not been cleaned and there was still debris in the duct work.

When my husband returned home from work I showed him the issues. He promptly called the number on the bill. A call center representative answered and explained our issues. She explained that because the next day was Thanksgiving she would not be able to send anyone out until the following Monday. My husband explained that he would have to reinstall everything because we were expecting guest the next day for Thanksgiving Dinner. She said she was sorry but there was nothing she could do. He informed her that he would be putting a stop payment on the check due to the job not being completed. She said he should not do that. He asked to speak to a manager and she said she would have one contact him. After several follow phone calls the call center rep had one of the technicians, not a manager return his call. The technician began yelling out my husband on the phone. He said he was the territory manager and everything was complete. When my husband explained the incomplete items the technician said he was lying and there was no way he missed anything. My husband informed him that he had taken photos of all the items on his smart phone he said my husband must of disassembled them. My husband was getting very upset and asked to speak to whomever was above him. He insisted there was no one above him. My husband then called back to the call center and again requested a manager. The rep [redacted], who was friendly, said she would contact the manager. My husband asked for his name and she said [redacted]. My husband asked for his last name and she said she is not authorized to give his last name out. My husband asked for the company address and she said she did not have the address for the office.

After approximately a half an hour passed [redacted] called my husband. He had already listened to the call center recording and started out by saying "why are you trying to rip me off". My husband started to explain the issues in which he replied "I have already listened to the tape and I don't need to hear it again. If you stop payment on the check I'm done with you". My husband explained that the job was not completed. [redacted] said his technician would not lie. my husband offered to send him all of the pictures that he took and [redacted] refused. He again said "your trying to rip me off". He said his policy is to send the technician back out to make the repairs not to discount the job. My husband said that someone needed to return that night to complete the service and reinstall the covers. He said that was not possible. My husband then said he would reinstall everything but he will not pay the full price. He told [redacted] that the ducts were NOT clean and there was mold, dust, and debris inside and again all of the covers were left on the floor uninstalled. [redacted] asked how much were we willing to pay then. My husband said the job was not done so he would not pay for the service. He said he would allow them to come out and complete the job later but in the mean time he had to reinstall everything. My husband also said he would not allow the original technician who had yelled at him and called him a liar to return to our home. He told [redacted] he would agree to pay 50% of the bill after he completed the job at his earnest available time slot. [redacted] said no way he's not coming back he will just send the bill to collections. [redacted] then hung up on my husband. There was no way to call him back because he had blocked his number.

My husband reinstalled all of the vent covers.Desired Settlement: I do not wish to have this company back to my home. I am very dissatisfied at how the employee and manager responded to our issues. They did do the job that they had contracted to do. Therefor I will not pay them for the job. I have already cancelled the check.

Business

Response:

There was no estimate given prior to this. You were told you had a mold problem and we would need to come back to treat it. We do not begin any work until you sign off on it either. Our coupon is for Air-Duct cleaning only NOT mold removal as well. Your husband while he was at work had a problem with the price from the beginning, which you called earlier that day trying to get money off as well. That is what this is about, you trying to get services rendered for nothing and I will not let that happen. Once your husband got home, he then said the vent covers were off upstairs ONLY. He said seven of them were off upstairs and then changed his story to that all the vent covers were off. [redacted], the manager, offered to come back out that night or on Thanksgiving morning as per your request, but your husband said he still would not pay the amount that you signed off for and for the serviced rendered even if we come back. The job was for $499.00 plus $35.00 bank fee and that is the amount that needs rendered NOT 50%. Even if everything you had said was true that is not 50% of the work. Putting 7 vents back on is 1% of the work so if you would like $5.00 off I can agree to that. I do believe however when my technician does a walk through like he does on every job that the vent covers were put back on. This is done on every job. My guess of what happened, is that you guys took the vent covers off and then took pictures of this and used this to try and rip our company off. I will however, be more than happy to come back to take care of any problems that there may be at no charge with the full bill for the serviced rendered be paid in full. I will not let you rip our company off. You have 30 days to pay for these serviced signed off on or you will be sent to our outside collection agency and legal time.

Review: One of the [redacted] City Inspectors stated that I need to have my gas furnace safety inspected which includes checking the flues, exhaust pipes, furnace for proper combustion, and gas leaks. I called Crystal Clean to have my whole system inspected, but made it clear that I need the gas furnace checked first and foremost. The woman indicated that they will check the whole system, HVAC and furnace. I was not able to meet Crystal Clean at my house, but rather, my realtor did. When I arrived home, I discovered that they only checked the AC system and clothes dryer vent and didn't even TOUCH or inspect the gas furnace at all. The work they performed WAS NOT what they stated on the original phone call I made to them. Now I have to call a qualified HVAC company to come and check the items out (gas furnace related) that I NEED inspected, and I am out $50 from Crystal Clean for not performing ANY work that I needed done.Desired Settlement: Crystal Clean should "come clean" and reimburse me for the services they performed that I did not want. This mistake on their part caused me to have to do a whole bunch of other legwork like rescheduling the City Inspector and having to hire a different company that will inspect what I need inspected. At the least, I should be refunded $25 (1/2 of cost), since they only did "1/2" of the work.

Business

Response:

In regards to [redacted]: