MCC Cleaning & Restoration

Miss [redacted] had an appointment with the company on Saturday June 3rd with arrival time between 9-11AMI called Miss [redacted] at exactly 9:AM and let her know that a crew is in Belleville and on the way to her homeMiss [redacted] called the office back at 9:56AM leaving a message stating that she was upset that she was not the first appointment of the day and she had planned on going to work and this was unacceptable(We were set to arrive on time for Miss [redacted] s scheduled 9-appointment) I gave Miss [redacted] a call right back at 9:58AM amd asked her to explain to me what was going onShe was very upset, yelling at me that she was supposed to be the first appointment of the day and she had things to doI apologized for any inconvenience and explained to her that we are a service company and have to do things efficiently which includes having other jobs in the area(She was upset that the crew completed a gutter cleaning scheduled between 8-in Belleville before her home becayse she wanted to be first) I explained with all the rain, some jobs had to be moved around and we were doing the best we couldShe was very upset, said it would have been no problem had they been there at (again, her appointment was arrival time between 9-11AM) and that this was bull [redacted] and she had things to doI advised her that this cleaning may take 2-hours and offered her to reschedule so that she can go on with her dayShe became more upset and said that someone needed to be there right now, very loud with me on the phoneI became uncomfortable with the customer and advised her that with her being upset and bery hostile towards the fompany, I was not comfortable having technicians in an angry customers home and it would be best to go our seperate waysShe hung up on me before I could advise her on how to go about a refundMiss [redacted] purchased a [redacted] coupon on [redacted] .com for $The company did not complete or start any work at the home therefor there were no additional charges to be refunded from the companyMiss [redacted] will have to contact [redacted] for her refund of $from them directly

Complaint: ***
I am rejecting this response because:I was assured 5-weeks ago that I would be the first appointment of the dayI did not ask for this I was offered thisI was upset because I called them to find out where they were and they informed me they were finishing up a job and would THEN be on their wayMost companies call the day or evening before to confirm the appointment timeI have a right to be upset and she canceled MY appointment and won't offer a refundI did not cancel the serviceI WILL reach out to *** to get my refund
Sincerely,
*** ***

The refund does not come from the company, because nothing was purchased from the company. On the customers debit/credit card the charge will read from [redacted]. Miss [redacted] will need to contact [redacted] for her refund of purchase through them.

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
On 10-15-2015, Mrs. [redacted] had an Air Duct Cleaning appointment at her residence for a[redacted] purchased that...

included the cleaning of 12 vents, 1 return vent, and 1 main line. The technician arrived promptly at 9AM, and worked in the home until about 1:30PM. During that time, Mrs. [redacted] was shown the entire system in a before camera inspection, and given an estimate of recommended work to have the system fully cleaned. She declined additional services and chose to have all of the vents, returns, and main lines taken care of. It was explained to her that because the blower motor may still have contaminants from not being restored, her system may still have contaminants and debris when the job requested was finished. Upon finishing, the technician did an after camera inspection with the customer, paid her balance and the job was complete. On the following afternoon,10-16-2015, Mrs. [redacted] left a message in the office at 2:00pm, stating that her pilot light was out, and then left another message 15 minutes later that she had got it back on and to not return the call. On Monday, 10-19-2015, Mrs. [redacted] again called the office saying that her filters were dirty and she could still see debris. I advised her that it would be best to have a supervisor out to inspect the system, and I would have them clean any components that were still contaminated free of charge if need be. She refused to allow anyone out, at that point I asked her if she had any pictures or the filters to show me areas that were not clean so that I could authorize a refund if work was indeed undone. She stated that she did not have any pictures and threw the filters in the trash. I tried to come to several different agreements with the customer; having a supervisor out, any proof of an unclean system, or a partial refund, since she did not want anyone back out and there was roughly 5 hours worth of time spent in the home. She declined any offer that was made, became very rude and began cursing. I then had another supervisor call her in the afternoon to try to resolve the issue and it was a one way road. I would be more than happy to give a full refund, if there is indeed proof of an incomplete job or if it were to be determined through inspection and Mrs. [redacted] refused. Since she did not want the system inspected or had anything to show the company but we did preform a 5 hour service for her, we offered a partial refund to accommodate her and the inconvenience she was expressing, but Mrs. [redacted] declined the offer.
Final Consumer Response /* (3000, 14, 2015/10/27) */
[redacted]Document Attached[redacted] lied in her response. The technician did not explain in advance that the system would still have "contaminants" after cleaning, and certainly did not explain it would be dirtier after "cleaning" than before. The technician did not do a camera inspection upon finishing. The technician was not here 5 hours, only 2.5, and of that only spent 1.5 hours "cleaning." I did not start cursing. She is lying about all of this. I also have about 20 photos but was only able to upload 1 to the Revdex.com website on the 1st submission. [redacted] did not offer a partial refund, later the supervisor did on another call. Her false statements do not resolve this complaint; the lies make it worse. More photos are uploaded this time, most are pretty self-explanatory. Photo #[redacted] shows where I swiped my hand way up in the main and piles of loose dirt are clearly visible. If you need more photos I can send. I'm still waiting for my refund.

Miss [redacted] had an appointment with the company on Saturday June 3rd 2017 with arrival time between 9-11AM. I called Miss [redacted] at exactly 9:48 AM and let her know that a crew is in Belleville and on the way to her home. Miss [redacted] called the office back at 9:56AM leaving a message stating that...

she was upset that she was not the first  appointment of the day and she had planned on going to work and this  was unacceptable. (We were set to arrive on time for Miss [redacted]s scheduled 9-11 appointment) I gave Miss [redacted] a call right back at 9:58AM amd asked her to explain to me what was going on. She was very upset, yelling at me that she was supposed to be the first appointment of the day and she had things to do. I apologized for any inconvenience and explained to her that we are a service company and have to do things efficiently which includes having other jobs in the area. (She was upset that the crew completed a gutter cleaning scheduled between 8-10 in Belleville before her home becayse she wanted to be first) I explained with all the rain, some jobs had to be moved around and we were doing the best we could. She was very upset, said it would have been no problem had they been there at 8 (again, her appointment was arrival time between 9-11AM) and that this was bull[redacted] and she had things to do. I advised her that this cleaning may take 2-4 hours and offered her to reschedule so that she can go on with her day. She became more upset and said that someone needed to be there right now, very loud with me on the phone. I became uncomfortable with the customer and advised her that with her being upset and bery hostile towards the fompany, I was not comfortable having technicians in an angry customers home and it would be best to go our seperate ways. She hung up on me before I could advise her on how to go about a  refund. Miss [redacted] purchased a [redacted] coupon on [redacted].com for $44. The company did not complete or start any work at the home therefor there were no additional charges to be refunded from the company. Miss [redacted] will have to contact [redacted] for her refund of $44 from them directly.