Eco Air

You had contracted our service threw a coupon we had advertise for with [redacted] [redacted] for Air Duct Cleaning and Dryer Vent CleaningThe promotion was for unlimited vents and return air vent, and a basic dryer vent cleaning (meaning one side)We also provide a range of other services that were not listed on the [redacted] special and like every other company, we also charge extra for such ServicesIn your case, the additional charges were due to the fact your dryer duct was very long and clogged, and in order to make sure it's clean to your complete satisfaction we had offer to perform a threw-out cleaning, You were present and authorized the additional service and chargesWe do apologize for the inconvenience this matter has caused you, and we have refunded the voucher amount of $

You had contracted our service threw a coupon we had advertise for Air Duct Cleaning and Dryer Vent CleaningIt was consisting of cleaning all supply vents and return air ventsIn your case, one of your return air vents had mildew, based on the inspection our Mold Remediation Specialist performedHe had then provided you with an estimate to perform a mold treatment for the entire Duct System, however you declined the offer and the original service you signed up for was completedWe do apologize for the inconvenience this matter has caused you, however at this time we will not be able to issue refund Sincerely, Nely S [redacted] Claims Department Eco Air

You had contracted our service threw a coupon we had advertise for with *** *** for Air Duct Cleaning and Dryer Vent Cleaning.The promotion was for unlimited vents and return air vent, and a basic dryer vent cleaning (meaning one side).We also provide a range of other services that were not
listed on the *** *** special and like every other company, we also charge extra for such Services.In your case, the additional charges were due to the fact your dryer duct was very long and clogged, and in order to make sure it's clean to your complete satisfaction we had offer to perform a threw-out cleaning,You were present and authorized the additional service and charges.We do apologize for the inconvenience this matter has caused you, and we have refunded the voucher amount of $

Dear *** ***,
We apologize that you weren't completely satisfied.The voucher that you had purchased from *** *** includes brushing and vacuuming off all supply vents as well as cleaning of one return air ventOn the day of the service our crew had offered you an
option to have an additional return cleaned as well as the unit, because of the excessive build up in your system, you gladly agreed and our crew spend close to four hours performing the workDuring that time you were present and took more than before and after pictures of the serviceOur records indicate that you signed the invoice, stating you had found the service to be to your complete satisfaction.After approximately two weeks from the completion of the service you had emailed us with some concerns regarding the service, which we gladly replay to with scheduling an appointment to revisit and redo any deficiencies in the serviceYou had then proceeded to contact our technician , (who was kind enough to leave his personal cell on the receipt) and sent him messages that contained curse words and threats.Based on that I had decided not to send our crew backKeeping in mind that the safety of our crews is our top priority.The work you hired us to perform was successfully completed, under your supervisionNo damage was caused to your dryer duct, as you witnessed yourselfI advise you to contact a mold specialist in your area should you have any concerns with mold in your home as this matter does not relate to our services.We allow business days after services are completed, to contact us with any claim (as stated in our contract)You contacted us days after the completion dateSurely if your dryer duct was damaged severely as you claim, your complaint would have been received more promptlyIn conclusion, due to the fact that we are not able to substantiate your claims, your desired settlement of $refund cannot be approved, however we will be more than happy to offer you a $refund as a good faith resolutionThis is more then what you paid for the air duct cleaning plus dryer vent cleaning serviceAny refunds will be contingent on you resolving this claim and marking it as suchSincerely,Nellie N

[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: The letter enclosed from Nellie N[redacted] is completely fictitious as she well knows from the several emails, letters and phone calls  I have sent her in the last 2 1/2 months. I will address all these lies as follows:
1) She did not send a crew as promised - It was only (1) person in an unmarked van from another company called [redacted] ###-###-#### per invoice.
2) The voucher from [redacted] reads " EcoAir Care For Dryer vent cleaning and whole house Air-Duct cleaning inspection including cleaning of unlimited supply vents, one return vent, dryer vent  cleaning and furnace inspection". This scope of work is a huge difference from what  N[redacted] described in her only letter with no date that I just received.The scope of work was not simply vacuuming off and dusting the outside of the 14 supply and 1 return vent. In fact he only vacuumed the (1) return vent near the garage door. He never stepped foot in any of the other rooms to inspect/clean and temporarily seal the 14 supply ducts to prevent dust from blowing in the house and maximizing suction and cleaning of the duct-work. This procedure is detailed on ECOAIR Care's video on their website 
3) There was not any discussion of cleaning a second return line as the technician said there was only one return (as he noted on the invoice) in the entire house. He clearly told me that he could not clean the "duct-work" properly as it was laden with excessive dust and mold. He said I would need to pay an additional $220 for a special chemical cleaning to remove the mold. Then, at the time of paying the invoice he added another $79 for the chemical he used for the same task! He was at my home for less than 3 hours, during which none of the supply duct and vents were not even touched. All he did was take a picture inside the furnace housing, vacuum it and take a cleaned picture afterward. The return duct is less than 6 ft long and he managed to clean that. None of the 14 supply vents were removed for inspection and cleaning. I don't know how she came up with me taking 50 before and after pictures, as neither of my (2) cameras were working properly in low light due to low batteries. Near all of the pictures I took were taken 3 days later when my wife and I noticed dust blowing out of all the supply vents and the dryer had shut down due to overheating (vent blockage). When the technician advised he was done, I reminded him that he still needed to clean the dryer duct, which still had some circulation through the discharge vent outside. He reluctantly pulled the dryer out from the wall and simply cut up the new $28 top of the line flexible hose with integral 90 degree fittings that I had just installed a month before. I assume he had no idea that a screwdriver should have been used to loosen the clamps. He removed some lint, but in the process simply pushed most of the lint build up  into the wall and attic hard vent where it just blocked the entire discharge. Since he cut off the fittings, he could no longer properly reattach the vent pipe to the wall so he left it  unattached, venting the dryer into the small laundry room making a mess and super heating the room. I did not witness this until I pulled the dryer out 3 days later due to the dryer overheating! I attempted to duct-tape the connection to the wall, but then the dryer overheated again causing the thermostat and thermofuse  to break! In addition, he managed to crush and tear a hole in the new duct when he shoved the unit back in to former spot, before orientating the hose properly to prevent ruining the same. After waiting over 6 weeks for EcoAir to address this fire hazard, as well as not being able to use our dryer I spent 2 days dissembling all the dryer vent from the dryer to the exit in the attic. I had to take all the sections down into garage where I had to use a long 2X4 to push out all the compacted lint out of the same which I have time dated pictures of the process. In addition I had to pull apart the dryer to trouble shoot the problem. I'm not an expert on dryers, so after hours of research, I determined what parts had to be replaced, and ordered them on line. Another $50 plus I had to replace the destroyed flexible vent pipe $28 along with heat resistant aluminum tape $12 to re-install all the hard vent pipe in the attic and wall. I do not have the money and resources to allow me to hire and pay other services to repair all the damage ECO-AIR  caused to both my dryer and dryer vent system!
4) This work was performed on 9/15/14 and Ron (technician) clearly told me to contact him directly if there were any problems as I had a one year warranty on the work performed, and he would prefer that I contact him directly, as he did not want to deal with hassles from his superiors and would be the person that would be sent back anyhow. I agreed to this and called him on  9/19/14 @ 4 PM, and he agreed to come back and rectify all the issues I just mentioned. He made 2 separate appointments both of which he simply did not show up or return my calls. At that point, out of frustration,  I did leave one text message with one  cuss-word and absolutely no threats of any kind. I told N[redacted] these same facts which I could substantiate via phone records. Ron had no proof at all that threats had been made, simply because none were made. This was obviously a cop out to avoid redoing the work. I  had sent countless emails and made several phone calls to N[redacted] between 9/19/14 and 10/27/14 attempting to resolve this with N[redacted], and all I received was (1) email from her advising she had canceled the 10/14/14 remediation appt due to threats I had made, which again was a solid lie.
5) I did not supervise this work, as at the time, I had no knowledge on how this work should have been accomplished. This was all done by EcoAire Care with their recommendations that were pretty much forced on to me, and I knew no better. Sometimes you have to trust the "experts" which was my mistake. She mentions in her letter that I should contact a mold specialist to address my concerns. That seems kind of outrageous, since it was Tod/EcoAir that strongly advised that he found excessive amounts of mold in the duct-work, and he would address this problem with EcoAir's special chemical cleaning process for an additional cost which ended up being $323.66, above and beyond the $39 I paid for the original scope of work I have referenced above spelled out on the voucher. He clearly told me that it was so obvious that testing would just be a waste of time and money. N[redacted] now quips that "mold" does not relate to her services. In fact, as soon as Tod discovered the so called mold during the 1st 10 minutes in the return duct, by law he should have should simply have told me that he was not allowed or equipped to perform mold removal. Instead, he lied to me regarding the presence of mold and continued to pressure me to take care of this as it was my only option at that point - a typical bait and switch that I did not understand at the time.
6) If safety of her crews was in fact her top priority, due to attic temperatures of over 120  she should have sent at least a 2 man crew for this work per ECOAIRS strict policy detailed on their website! In addition, she should make certain they are equipped with proper training. equipment and knowledge on how to properly do this kind of work, as well as recognizing the hazards of mold. The "crew" is supposed to rotate between the the attic and the ground floor to prevent heat exhaustion and have a means to communicate for safety reasons and facilitate efficient and effective job completion. When I asked him about this, he said he preferred to be alone so he could just take his time. So, now I felt compelled to keep an eye on him to make certain he was OK. He in fact was at my home for less than 3 hours, and he did not even do any work in any of the rooms, except the laundry room, which I had to force him to do!
7) This work was not successfully completed by any stretch of the imagination, and N[redacted] knows it!
8) N[redacted] can in fact substantiate my claims by simply reviewing all the time dated photos I took after I became aware of all these problems, as well as all the emails, letters and texts I sent to her in the last 2 1/2 months. I'm certain that she has received and read everything to date, and just has no intention to resolve this properly. The $326.66 that I requested did not even include all the new parts I had to purchase and install my self, nor does it address all the labor it took for me to clean out all the dryer duct-work I described above . To date, I have had to pay $458.66 for this entire ordeal, and that does not even include the countless hours of my physical labor as well as research on the internet. The aggravation that ECOAir has created to me along with the countless hours I spent attempting to communicate with both EcoAir Corporate, N[redacted] and the technician (Ron) via letters, emails and telephone has been exhausting. The cost for me to have hired out another duct cleaning company as well as a Sears service call to repair the dryer would have been no less than another $300 per telephone quotes. 
9) Offering me $50 to resolve this claim is insulting. It is clear that EcoAir (Nellie N[redacted]) has no desire to take any ownership or do the right thing regarding this mess they created . This undated letter from her is fraught with lies and inconsistencies lending it to just plain bad faith on her part. I can prove everything that I have stated here, and she just has no proof or evidence of anything she has stated in her letter.  Her account of what transpired during this entire ordeal is so inaccurate that it can only be called for what it is - lies. There have not been any misunderstandings, as I have detailed in plain English everything in several letters to her. This letter from her is the first time she has responded to this situation. I will not entertain any offer from her or EcoAir that is less than $500 at this point, which would be a bargain for them. 
Regards,
[redacted]

You had contracted our service threw a coupon we had advertise for Air Duct Cleaning and Dryer Vent Cleaning. It was consisting of cleaning all supply vents and return air vents.In your case, one of your return air vents had mildew, based on the inspection our Mold Remediation Specialist performed....

He had then provided you with an estimate to perform a mold treatment for the entire Duct System, however you declined the offer and the original service you signed up for was completed.We do apologize for the inconvenience this matter has caused you, however at this time we will not be able to issue refund. Sincerely,Nely S[redacted] Claims Department Eco Air

Dear [redacted] ,
You had contracted our service threw a coupon we had advertise for on our website, for a rental property you own.The estimate was given to you over the phone based on the information provided by you, and it was for $250, The services were consist of Air Duct...

Cleaning and Sanitize to the entire Duct System.Our crew did arrive about 30 min earlier and were let in by your renters. We did not have any remarks in our system that requested you to be present, furthermore the payment was to be made over the phone since you were not to be present.Upon arrival our crew had inspected the entire Air Duct system including main lines and unit, and found that main lines were not cleaned recently to say the least, at that point our technician have called you and presented the findings to you over the phone.
The price reduction was a result of the range of service options we had given you. 
In the meantime our other crew member had begun removing the vent covers and has started the cleaning process, we originally agreed on over the phone,
My crew had spent more than 30 minutes cleaning your ducts, before you had order them to leave, and were not paid for their work. This is unacceptable, as we reserve the option to take legal action in order to collect payment for the service.HVAC Technicians are not trained to inspect for mold.
We do apologize for the inconvenience this matter has caused you, and we are offering the service that was performed to be free of charge in order to resolve this matter,

You had contracted our service threw a coupon we had advertise for Air Duct...

Cleaning and Dryer Vent Cleaning. It was consisting of cleaning all supply vents and return air vents.
In your case, one of your return air vents had mildew, based on the inspection our Mold Remediation Specialist performed. He had then provided you with an estimate to perform a mold treatment for the entire Duct System, however you declined the offer and the original service you signed up for was completed.
We do apologize for the inconvenience this matter has caused you, however at this time we will not be able to issue refund.
 
Sincerely,
Nely S[redacted]
Claims Department
Eco Air

You had contracted our service threw a coupon we had advertise for with [redacted]...

[redacted] for Air Duct Cleaning and Dryer Vent Cleaning.
The promotion was for unlimited vents and return air vent, and a basic dryer vent cleaning (meaning one side).
We also provide a range of other services that were not listed on the [redacted] special and like every other company, we also charge extra for such Services.
In your case, the additional charges were due to the fact your dryer duct was very long and clogged, and in order to make sure it's clean to your complete satisfaction we had offer to perform a threw-out cleaning,
You were present and authorized the additional service and charges.
We do apologize for the inconvenience this matter has caused you, and we have refunded the voucher amount of $39.

I bought a Living Social deal with Ecoair Care for "Whole-House Air-Duct Cleaning and Dryer Vent Cleaning Package Including Cleaning of Unlimited Supply Vents, One Return Vent, Dryer Vent Cleaning, and Furnace Inspection." Value was listed as $239. Upon arrival they vacuumed only the external vents (which I do regularly with my vacuum cleaner), and refused to clean any ducts until I paid them another $200. "What do you expect for $39?" the man said. I told him I expected a $239 job, which is what the voucher says. He grew angry at me, but I refused to sign his paperwork and they made a very hasty retreat out of my house. Wasted a 1/2 off from work and $39.