National Air Duct Cleaning Corp

Initial Business Response /* (1000, 5, 2015/07/24) */
Our advertisement coupon rate is correctThis is a coupon that clearly states what is included for the coupon and what the potential additional charges may beThe advertisement special also states that "certified technicians will give written
estimates for additional services including but not limited to dryer vents, bathroom exhaust fans, main line, access areas and sanitizingCrawl spaces & attic systems may have additional charge." We add as much information on the advertisement as we can fit to help the consumer have more knowledge on possible additional charges right there before placing the callPrices are also reviewed while scheduling the appointment (prior to the appointment being made) so the customer is aware of potential additional charges they may have over the advertised specialWe cannot list average job cost on coupons as average job cost varies from city to city, size of the home, amount of duct work, optional services we offer, etcExample my house is two stories and has vents while my neighbor has a walk out ranch with vents and the house across the street is a bedroom small home with vents and the home on the corner is larger than any house on my streetWe price our service on the duct work not the home
To be clear on services the customer has detailed on her written contract, vents at $34.95, returns (included with coupon and additional at $each), mainlines (largest included with coupon, second largest priced at $and the medium at $each NOT $for the second mainline as she states in this complaint), access panels were required as the system had never been cleaned at $each(Homes that have had this done before only require resealing), dryer vent cleaned as the coupon states "Bonus Dryer Vent Cleaning with full system cleaning"Coil cleaning at $
A walk through of the home is done upon arrivalThis is where options and pricing are discussed in detailEach home has different needs and this is why we inspect the entire system prior to beginning any service which allows us the opportunity to answer any questions and to educate our customerAfter the customer has let us know what services they would like, if anything, the contract is signed and we begin bringing in equipment and start the serviceWe DO NOT EVER begin any service and then add on chargesEvery service we charge for is up front and written outAll services performed are guaranteed by our companyThe customer states she wasn't sure if she could say no however she said no to the services she didn't wish to haveAir conditioner coils are not cleaned at every job and that falls under the customer's decision after inspectionShe chose to have us do it while we were there instead of calling out another companyWe are very price competitive and as she stated we already informed her on our follow up call we are happy to price match any reputable company's priceIf she sends us a written estimate for the exact same service we will refund the differenceHad she mentioned the concern with cost at the time of the appointment we would have happily let her get other estimates or called another company for pricing while we were there to help with what her system set up wasWe can't return her money on honest services we already performed due to her filing a claim which we don't believe has any standingCompanies have the right to advertise specials and we stand by our service and pricing with the price match guaranteeThe $rate that the customer stated is only off our rate by $not the $she statesThe air condition coil would not have been included because that is a "must see" to determine if the coil needed cleanedWhen scheduling her appointment the customer stated she had vents when in fact she had which could also raise her price from the other company which is why we require an actual written bidWe are a small company performing honest service in Mo for over yearsWe care about our reputation and understand we cannot make every person happy but would be happy to resolve the request for refund with a written bid for same services, vents, coil and dryer ventPlease advise on mediation.Customers sign the work order contract before work is started and after work is performed when payment is collected and we follow up with a phone call over the next few days to make sure customer has no further questions and is happy with the serviceI feel we go over and beyond for each one of our customers so they feel great about using our companyAds and the contract may be sentI do not see a place to attach in this section

We are very sorry to hear about this misunderstanding and would love to help you better understand the charges. When the appointment was originally made with your husband on March 20th we were running the big deal special and that was discussed. It is my habit to always let customers know that we...

can not guarantee that any special will cover your entire house, because we have not serviced your home before, and that there may be additional charges after the walk-through. I have spoken to our personnel and made sure that all of the charges were explained and the contract signed(see attached) prior to starting the work. The purchase of that special saved you close to $300, however your house had additional feeder ducts, vents, returns, and access panels that were not covered by the package.  We do stand behind all of our pricing and services. We will meet or beat the pricing of any other company in good standing with the Revdex.com, Angie's List, and Home Advisor. I am in the office Monday through Friday 8am-5pm please let me know if I can help in any way.