Ductworks, Inc.

Mr*** I researched the initial estimate that was emailed to you, the work of the technician, and communication between yourself and the residential manager Jason R***The work provided matches what was emailed and invoicedThe work was performed on 11/28/17, our GPS shows that the
technician was on the property from 8:30AM until 2:30PMI reviewed the photos from your jobsite which demonstrated a significantly large removal of debris from your ventilation system. The invoice notes that the furnace cabinet was cleaned and cycledThe furnace cabinet cleaning is minor, but essential in our scope of work. We clean the cabinet to ensure debris is not introduced into the newly cleaned systemAt this point I cannot confirm why the technician did not pull the furnace blower, but I did a weather check for 11/28/which showed that the temperature range was from 34-degrees with light rain in some areasOn days were there is inclemate weather, there is a potential risk of water or cleaner freezing on components, or creating unintended ice within pathways. When inclemate weather occurs, it is a judgement call of the technician to clean the furnace cabinet in place or set a staging area in the mechanical room for cleaningRegardless, the intent is to clean the furnace cabinet, which our technician cleaned in placeYou called Jason R*** on 12/1/in complaint of the furnace cleaning, stating the furnace was found to be dirty from a service call made by *** of *** ***Jason wrote in the Ductworks customer service log that you were upset that the furnace blower was not pulled and washed, and that the Service Experts technician cleaned and vacuumed the furnace in placeJason stated that we always take care of our customers, a mistake had been made, and had the error been brought to our attention, we would have immediately come out to take care of youJason then explained that the *** *** technician touched up the furnace by contact vacuuming it and offered to come out to pull the blower from the furnace and wash with water, and inspect the ventilation systemYou stated that you did not want to be inconvenienced, and demanded hundreds of dollars off of your billingJason did not find this reasonable, and again offered to come out to pull the blower from the furnace and wash with water, and inspect the ventilation system. You declinedOn 12/6/you called Jason R*** again to threatening that you were going to go online and leave bad reviews if you did not get a refundJason did not find this to be a reasonable solution, and again offered to come out to pull the blower from the furnace and wash with water, and inspect the ventilation system. You declinedOn 12/23/within this Revdex.com complaint you state that the problem was corrected by the *** *** technician free of charge so you have not encumbered any financial duress for the correction Mr***, there is an inherent human element to all service work. While I am not denying that an area might have been missed, we did not have the opportunity to correct the problem because we were not immediately notified of the problemHad we been notified of the problem we would have responded in the same manner which would be “Yes, I would be more than happy to come out to take care of you”We appreciate your business Mr***, our technician did not act in malintent, but had a simple mistake that is easy to remedyWe can come out to pull the blower from the furnace and wash with water, and inspect the ventilation systemIf you prefer that we do not come back out to your home as a gesture of holiday spirit I will offer a $discount

Revdex.com:
Regarding my complaint about DuctWorks (ID ***), we eventually got ahold of *** ***He was wonderful and understanding of our complaint, unlike their *** *** *** ***They offered us a discount for the lack of completing all advertised services. Our complaint has been resolved thanks to *** *** and *** ***.
Sincerely,
*** ***

Revdex.com:
Regarding my complaint about DuctWorks (ID [redacted]), we eventually got ahold of [redacted]. He was wonderful and understanding of our complaint, unlike their [redacted]. They offered us a discount for the lack of completing all advertised...

services.    Our complaint has been resolved thanks to [redacted] and [redacted]. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel that Duct Works is cheating customers like me. I do not feel that $35.00 is a reasonable amount as that does not cover the amount to clean a furnace at all, which is what they promised to do on the video located on their website. They can just keep that amount of $35.00 as that really makes no difference to me and would not allow anyone the ability to clean their furnace with this amount. A sufficient amount would be at least $100 which is half the price of the blower cleaner. I feel that I have a reason to be upset as I was cheated and not discounted for the service that was not provided, and that was the cleaning of the furnace. Anyone would have a reason to be upset if this happened to them. If a refund of $100.00 is not possible then we can just close this case as I would not like to waste anymore time with Duct Works.
Sincerely,
[redacted]