Family Fresh Air Inc

Complaint: ***I am rejecting this response because Family Fresh's message must be in regards to some other complainants / cases - not ours We have not filed multiple complaints under different names We have filed the one complaint with the Revdex.com and one complaint with State of Oregon Consumer Protection division, and under one name We have also made various attempts to communicate with the business however they have never responded substantively to any of our messages, even sending a man to our house after we had told them they will not be allowed entry and that we would return their promotional UV light unit to them through a different mechanism That said, we will however make another attempt to contact them in the hopes they will be more motivated to read it after having posted the response below Sincerely,*** ***

Please contact our office for further communication regarding your account

Dear Ms***,
Please find my attached response to this concern
Thank you,
Lisa
Ms*** did contact our office for service on April 2, 2106. We scheduled her first appointment for April 21, 2016. Our technician Sam provided service to her home on that date. Upon
Sam’s evaluation, he found a great deal of water in Ms***’s duct workIt would be necessary to have the water removed from the duct work prior to providing duct cleaning/furnace services to her residence. Ms*** stated that she could not afford to have both the water removed and the duct cleaning/furnace service at the same time. Ms*** asked if she could pay in payments to us, allowing her to resolve the water issue. I did agree to allow her to do this.Ms***’s Groupon was purchased was for the duct cleaning, however, due to the excessive water we could not do the service at that timeI believe this is where Ms*** became confused, because we could not provide the cleaning with water in the ducts. Ms***’s invoice was for $because she did need extensive deep cleaning after the water damage. I have included a copy of her invoice showing the work that was necessary. Ms*** has both signatures stating her consent to the price quote and approval that the work was done to her satisfaction.Ms*** did call the office and spoke with me once she found out that there was a water issue in her duct work. The conversation was around her need to make payments on the quote for the duct and furnace cleaning, per the invoice, that needed to be done once the water issue had been addressed. In no way was there a conversation around a $repair work. As you can see from the invoice, there is no repair work noted on the invoice. My notes were clear on Ms*** paying the remaining balance before the work was completed on her duct/furnace cleaning package. Ms*** did fulfill her payments on her account as agreed.We did return to Ms***’s home and completed the job according to the contract. Our technician did perform some duct repair for Ms*** as a courtesy at that time.I am sorry that Ms*** was confused as to the services agreed upon at the timeI do believe the invoice is clear.I hope this addresses this concern. Thank you for your time in reviewing this matter.Sincerely,Lisa B***Collections/Legal

I have been out of the office for vacation, I have spoken with this customer, we are trying to resolve this issue

Complaint: [redacted]I am rejecting this response because:
According to the response from family fresh air co. certain things are incorrect in their response and have to be clarified.
 
First, the company filed a police claim at King City on 6/23, saying that I stole the drill from the company which was not true. The truth is that I had been waiting for the company to pick up the drill in the first few days and wanted to show them how terribly vent-cleaning job their techs did, caused dusts all over in our house, but no one in the company came on schedule. Details are as follows:
 
6/8/2015 -- The schedule of coming to our house to do air ducts cleaning was set between 8:00 am and 10:00 am. Two technicians arrived at 12:50 pm that I had waited for over 5 hours. In just one minute one of the techs (named Guy, no his business card and company's license number available) started to try to talk me into signing up one of expensive plans to get cleaning. I showed him the company's advertising as attached herein, which displayed from very dirty vent to shining and bright vent with stipulation of $45 (reg. Price $169). I told him that it was unacceptable for me to consent to any of the plans. Then, the guy changed to that it would cost $63 to get all job done which I accepted, and he wrote me an invoice immediately. I found out that he listed total $105 in the invoice so I refused to sign. Since what I required was to get our vent system to be cleaned, and the guy had been spending much time to talk me into signing an expensive contract, he also showed pushy facial expression, saying that he had other customers waiting so that I got pressure from him at the moment and signed the last invoice he made. About two hours later he called me to ask if he left a drill in our house which I found it in our room. He said he would pick it up. I waited whole evening till dark and wanted to show him how dusty my house was, but he never came to pick up the drill.
 
6/9/2015 -- Edward in family fresh air co. called that he would send another technician (named Samuel) to pick up the drill between 2:00 pm and 4:00 pm. I agreed and asked to see Samuel's business card when he picked up the drill. I asked Edward, “will it be dusty in house after air ducts cleaning as I have dusts all over in my house after your techs' job yesterday?“, he said, “it shouldn't be”, and he would email his on-vacation boss to ask about it. I wanted to show Samuel how terribly dusty my house was, but he never came on schedule.
 
The point here is that in the first few days I had been waiting to return the drill to the company and wanting to show how terribly air ducts cleaning job their techs did, but they never came on schedule, never respect my time to wait from the beginning to get their service to even wait to return the drill.
 
6/11/15 -- After the company repeatedly failed on time on service and pick up the drill, wasted my time hours and hours and did very terrible job, I was so frustrated and decided to cancel the invoice and hold the drill until things get straight up. One of our King City residents, Mr. [redacted], had my authorization and represented for me to talk to Edward on the phone to tell him that due to how terrible job done by their company, how I cleaned hard my house and also got pressure on signing an invoice, we wanted to cancel the invoice. Edward said he would let his on-vacation boss know our request.
 
6/12/15 – Edward called and said that his boss doesn't agree to cancel the invoice and would have someone come over to our house sometime next week. Since I already cleaned up our house, I and Mr. [redacted] again expressed to have the invoice void, and mentioned that we would return the drill after the request was settled. Edward said that he would let his boss know our request.
 
6/13 through 6/22 -- We waited but no any replies from the company.
 
6/23/2015-- David of the company called, not only he wanted to take back the drill and UV filter, but also wanted to charge more money despite of their terrible job, what I did to clean hard my house and lots of our waiting. I disagreed on his aggressive request and refused to return the drill. He told police department of King City that I stole the drill from them which was not true. After Police officer came to our house, understood whole situation, and how I had been going through, he told me not to pay anymore money to the company and provided me with info on how to file complaint through Revdex.com. I gave drill to the police officer.
 
I have cleaned our house multiple times since 6/8 including after about two weeks we turned on air-conditioner and saw another terribly dusty condition. I have been using and changing vent filters to keep trap dusts from vents. Now our house has come back to clean state, and we are not going to let anyone from the company come in our house to ruin our house again. No more “family dirty air”.
 
Desired resolution: Based on the company's advertising as attached and their terrible job and our payment of $175 on 6/8 has already exceeded what we are supposed to pay $41, we want the invoice to be voided without more payments, the company may keep our payment of $175 without refund and we want to keep the UV filter, which means no more further requests from both sides of us from now on.Sincerely,[redacted]

Dear Mr. [redacted],
 
I have reviewed your invoice and I do see that you do have the VIP membership.  I want to apologize for the poor service your received both in the field and in our office.  Both situations have been addressed and proper training has been provided.  I have...

noted your account of this and your next service will definitely be met to your standards.
Thank you for your business!

Hello
the sum was refunded back to the costumer.
Thank you

to whom it may concernwe did service this house on 6/8, and beyond the basic duct cleaning she had deep cleaning done, furnace cleaning, dryer vent cleaning, uv filter system installed and a 10 year warranty membership. he total bill was $700.she agreed to get the job done and signed an invoice as...

we attached here. a day after we found out that our technician forgot a drill there so when we called she said she got over charged and still have dust and unless we will cancel her charges she wont give us back our drill or our uv filter system, I tried to get to and understanding with here and removed a lot of the charges but with no compliance. I offered her for us to come back there to pick up the drill, remove the uv filter so some of the charges will already go away but she basically hold them hostage unless we agree to what she wans. I had to call and file a police claim at king city wa police department and she had an officer coming to her house to collect the drill for us since what she was doing was illegal.we are willing to come and remove the uv system and also take care of whatever looks or feels to her that is still dirty with no additional cost to her, but we will collect the amount for the labor that was done. sincerelyfamily fresh air managments

hello
we did service this customer on 10/13, she called and mentioned there are vents that are still dirty. we sent someone else out there on 10/17. he cleaned what needed to be cleaned and everything was done.
ceiling vents are not being opened when negative pressure cleaning is being done, only...

when deep cleaning is being done.
we see this matter as closed.
thank you

We apologize, this customer was seen by a contractor, contracted out by our company. We were unaware that this contractor had invoices with our name on them. That was not apart of our agreement. We have our invoices with our name and number. I have attached what was sent was used from our contractor...

to the customer and our invoices. Please note the telephone number is not the same. We have contacted this customer to give them this contractors number and have not heard back from them. We have also been trying to contact the contractor as well. We will honor this contact if the the contractor does not. The customer can call us at 877-701-3828. We apologize for any inconvenience.

Hello
we have been trying to contact this costumer at 3 different times and left 2 voice messages.
we will be more then happy to send the tech back to go over the job.
right now as stated in the contract the costumer signed on there is an additional $25 fee for a stopped check that will be added...

to the bill. We will keep making efforts on contacting this costumer  until the completion of 30 days from service day. At that point they will be sent to collection/small claims.
 
thanks you

I want to thank Revdex.com for taking up our cause against Family Fresh United.
Just to refresh these people offered a coupon for $69 to clean our vents. Whenthey left they had $1000.00 of our money.and another $1000 owing. My 87year Veteran didn't have any notion of what had transpired. He tried calling tocancel but being hard of hearing made no progress. He actually tried to hide allthis from me. I called and called making no progress until 888 came to my aid.
Finally 1 had a phone conversation with their NW representative and hereluctantly agreed to cancel the $1000.00 owing. I requested this be in writingand have since received a letter illustrative of this.
While I appreciate of their compromise, I do not accept that they advertised$69, and charged $2000, of which $1000 was rescinded. That still leaves a $970overcharge for such things a UV light filter which is installed on some framingcompletely separate from our furnace ($250). This was part of the cancellation.
They also sprayed chemicals to eliminate odor. (we have have no pets andhaven't used the fireplace for years) , another $130. Everything else chargedwas labor, they were at our house less than two hours. (2 persons, apparentlyone to sell and another make the appearance of actually doing something).
I'd like to reiterate we want a complete refund of everything over $69coupon which even that was a scam.
[redacted]

To whom it may concern
We did clean the air ducts to this costumer, and they did call us to come back saying their furnace is not working. so even though we didn't do any work on the furnace, and our tech even wrote that the furnace is not accessible, we got them scheduled for a free inspection....

they then decided to cancel with us and call another company saying that they don't trust us because we already messed up. any statement saying that we didn't want to come is not true. this house is in Vancouver, that's where our office is and we have 4-5 teams here every day. therefor as our contract mentions, we cannot provide any sort of refund since they did not allow us to come over and check the system.
 
thanks

Unfortunately, this account is no longer in our office and we cannot speak to it.

Date Sent: 9/15/2017 4:27:37 PMWe apologize as we have explained before, we had a contractor using our information that we were unaware of. We are trying to rectify this issue and have spoken to Mr. [redacted] on 9/13 as we had stated again to him. We do not have a tech in the area. We are trying to find one, so we can honor what Mr. [redacted] had been promised but it is not something we can refund for because again we were unaware that [redacted] his our contractor, was using our name on his invoices.

To whom it may concernWe tried calling this costumer regarding this complaint, I explained in a voice message that I left her that she paid $45 for the air ducts, $60 for the return. also $340 for a full furnace overhaul including a blower motor cleaning, $35 to sanatize the whole system and $50 for...

a life time filter- to[redacted] of $520 before tax.I think the only problem there is a misunderstanding from the costumer about what was done even though we present an estimate before any work and the invoice is very detailed.I'm attaching the invoice.ThanksFAMILY FRESH AIR
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:
Thank You so much for pleading my case.  I see they mention they tried calling 7 times.  This even I after I talked to various receptionist that my Husband would not answer the phone because he cannot hear worth a darn and won't get hearing aids.   Finally I talked to Manager David.  NW representative for FFU.  They are offering to reduce the total invoice to $1000, I have requested he send that offer in writing.  I have not gone so far as to accept this offer.  They charged $2000 of this all but $425 was labor.  $250 for U.V. light Cleanser and $175 for them to spray some chemicals which damaged one of my pictures in the hallway.  Leaving a balance $1575 Labor.  Their "UV light cleaner" they are willing to leave behind.    Again I have stated to David that I want a full refund with the exception of the original $69 .Thank You again[redacted]
Sincerely,[redacted]

In response to Ms. [redacted]'s complaint,  Ms. [redacted] did respond to a promotion we were offering for a $59.00 basic air duct cleaning.  Upon inspection of her system, our technician, John, showed and discussed with Ms. [redacted] her furnace and the service it needed.  Ms. [redacted]...

approved the estimate and allowed the technician to service her furnace.  I have two signatures on the invoice dated June 8, 2016.  The first signature is required before our technicians can begin working, stating that the customer was provided an estimate and accepts the work to be done.  The second signature states that the customer has inspected the work and they are satisfied with the service.  Ms. [redacted] was extended a payment plan to help assist her in receiving these services.  Since this time, Ms. [redacted] has stopped her credit card.  We did contact Ms. [redacted] to try to reduce her monthly payments.  We did offer her a good faith credit for the damage done to her closet door.  Ms. [redacted] was also provided a lifetime filter and dryer vent cleaning with her service.
Ms. [redacted] states that we charged her for more ducts than she had in her home.  Our price includes all the ducts to one furnace, as all the ducts are interwoven.  We have not delivered the filter due to the account in a delinquent status.  We have spoken to Ms. [redacted] about this.
Ms. [redacted]'s claims to sending certified mail are not accurate, we have tried to resolve this account in our office.  We are more than happy to resolve this account in our office.
I am sorry that she feels that she was "bullied, pressured and threatened" by our company.   
Thank you,

Complaint: [redacted]I am rejecting this response because: The technician did work on our furnace, he cleaned the induction and charged us to do it. He also closed the door improperly which is what caused the furnace not to function. Our furnace is located in the attic so not easy for us to access. We don't know anything about operating a furnace so when they offered to give instructions over the phone it was not an option for us. The appointment the company offered was for the following week, hence our decision to call in someone else. The companies response should have been to send someone over right away, even after hours to remedy the problem. I have a report from the Tri Tech stating the door was improperly closed causing the problem. All I asked for was a reduction to compensate us for the lack of use of our furnace and the poor customer service. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  This is typically like this company.  They lied again to satisfy my complaint.  They did talk with my wife and she did not say that she was satisfied.  She told them that we expected a refund.  They set an appointment three times and failed to appear as they told us they would.  I feel sorry for the poor man that has to work for them.  It is sad that they even lie to Revdex.com.  THIS A TERRIBLE COMPANY AND I DO NOT ACCEPT THE EXCUSE THEY GAVE TO Revdex.com.  I WOULD LIKE OTHERS TO KNOW THAT THEY ARE NOT RELIABLE.Sincerely,[redacted]