Great Basin Indoor Air Quality

Purchased a pre-paid service package but they wouldn't perform the services without upsell.We purchased a pre-paid service package but when they came to our house they insisted we needed to pay an additional $400 + and upgrade our package. When we asked them just to perform the services for which we had already paid, they refused and left.Desired SettlementFiled a refund request through [redacted].Business Response We offer a coupon through [redacted] that costs $49.00 for the cleaning of 10 air vents, 1 mainline, 1 return grill and a full system evaluation ($199.00 value - 1 coupon per household). Our coupon is designed for the average size house which is around 1500 sf. Our technician went to the costumer's house to do the work and [redacted] had a home that was 6,000 square feet and had additional vents and additional main lines that may have needed to be cleaned to fully clean the duct work. Our technician simply explained, that if you do not clean all of the duct work, the areas that are not cleaned, can blow dust back into the areas we did clean. We do not pressure anyone, it is up to the customer to decide if they want to clean the whole system. The customer became very upset that the $49.00 coupon would not cover the cost to clean his entire home and became verbally abusive with our technician. Our technician was very insulted by the verbal treatment from [redacted], and left the residence. I received a call from [redacted] our technician, and he explained to me the situation. I then called [redacted] to discuss the confusion, and as I was explaining our coupon, he hung up on me. We tried to fix the situation, however, the customer was not compliant at this point. We apologize for any misunderstandings, and if [redacted] would have continued the phone conversation I am confident that this situation would have been resolved. We also did call [redacted] so [redacted] could receive a full refund for the coupon. We are very proud that we have had very few complaints with the 1000 homes we service each year. Service work is a very tough industry, and although we pride ourselves on our customer service, it is difficult to always satisfy every customer's expectations.

I pre-paid $495 for a maintenance contract and now I can't get a hold of the company. Prepaid for maintenance contract. Owner guaranteed service. Devin technician verified warranty and took payment. Desired SettlementIt is dishonest. Please arrange for the rerun if you are breaching the contract. I have the contract in hand.

When one of their technicians came to my home to do a vent cleaning, he sold me a new furnace filter. He had to order the filter, and I was told that it would arrive within 10 days. It didn't. I had to contact the company multiple times by both phone and email before finally getting an email response saying that they had to reorder the filter due to a mixup with their supplier. The filter ended up arriving almost a month later, instead of the promised 10 days.When the filter finally did arrive, it was the wrong size. It is too small to fit in the space provided for it in my furnace. At the beginning and end of each furnace run, the filter bangs and rattles around loudly in the furnace. It seems the technician ordered the wrong size.Since email seemed to be the most effective way of communicating with this company, I sent them an email about the problem, asking them to either send me the correct size or refund my money. After sending two more emails and getting no response, I notified them that I was mailing the filter back to them and provided them with the tracking number: [redacted]. I mailed the filter back to them at the address listed on the documentation that came with the filter, which was shown as: [redacted], [redacted], [redacted]However, when I checked the tracking number, it the information provided said that the item was "undeliverable." Since I addressed the package very carefully and correctly, matching it exactly with what was on the shipping form, it seems more likely that someone at the company just refused delivery, rather than there being any actual problem with the address.Product_Or_Service: Furnace FilterOrder_Number: [redacted]Desired SettlementI want a refund of the $99.95 I paid for this filter. In addition, I want to be reimbursed for the $9.90 I paid to mail this back to them.