National Duct Cleaning Services, Inc.

Mrs***The dispatcher office in your area has made attempts to contact you and left several messages to call them back and you have not responded.If you can please give us a call at our Main office so we can further assist you on resolving this matter. It is important that you call us asap at ***Thank You,NDCS, CLEANCustomer Service

Two words AMAZING COMPANY!!!!!
They arrived with in the time frame and called minutes before arrival , that was great because I didn't have to stay home and wait
The tech explained the cleaning and the way its all going to go downThe team was very professional and cleanThe price was $379.00, I checked around and they had the best value for the money I spentI would recommend this company to all
Thank you,

Complaint: ***
I am rejecting this
response because: This business has not made any attempts to contact me as they said they would, five days agoI believe that they never will as they did not return my calls, even the one made to the gentleman that actually did the workAny further efforts on your part to relay this information and get them to refund my money are truly appreciated.are truly appreciated
Sincerely,
*** ***

In response to the above complain ID# *** from Mrs *** * *** we would like to communicate you that we have opened an investigation and we will be contacting the customer with a response on the above complaint.Thank you,NDCS,INC***

Initial Business Response /* (1000, 5, 2014/05/22) */
To Whom It May Concern,
We would like to start off by expressing how disillusioned we are with the complaint that [redacted] wrote about our company. Most of the comments and complaints that Ms. [redacted] is stating are untrue. First we...

would like to begin by saying that this customer was given to us, as a lead from another advertizing company, to which Ms. [redacted] is very well aware off because the voucher that she purchased will not state our company's name but the company that advertized the voucher. The customer is stating that she had an appointment with us on 4/25/14 that was a no show and no call. All of our calls are recorded and if needs to be we can provide to whomever will be reviewing this case, all the phone calls that we had with the customer. The customer stated that her appointment on 4/25/14 was scheduled for the time frame of 1-3pm. Our system showed that her appointment was between 3-5pm. All of our windows are windows of arrival and we call all of our customers 30 minutes prior to our arrival to the customers' homes. We received a phone call from Ms. [redacted] on 4/25/14 at 2:45 pm stating that her appointment was between 1-3pm and no one has called or shown up at her home. Because we had Ms. [redacted] scheduled between 3-5pm, our technician was at the customer's home previous to Ms. [redacted]'s appointment, and explained to her that the technician can be at her home at 4 pm because he is an hour away from her home. Ms. [redacted] stated that she has to leave to work and that will not work. We offered Ms. [redacted] to reschedule her appointment to the next earliest appointment we have available, which was on Sunday, 4/27/14 because our company is closed on Saturdays. We offered the customer the time frame of 8am to 10 am, time of our arrival. Ms. [redacted] stated that she has work in the morning and will only be available after 9am. Because of the inconvenience the customer experienced we told her that, that would not be a problem and we will come sometime after 9am and the customer was okay with that. On Sunday, 4/27/14, at 9:29am, we receive an angry phone call from Ms. [redacted] stating that she rescheduled her appointment for 4/27/14 for 9 am sharp, which was not the case. We contacted the technician and he was about 15-20 minutes aware from her home, so the technicians arrived to Ms. [redacted]'s home before 10am, which is on time with the time frame we provided to the customer. After our technician's finished to do the cleaning at the customer's home, we receive multiple voicemails from the customer after business hours stating that the technicians damaged her car and she is taking a stop payment to the credit card payment of $200. At this time, Ms. [redacted] did not mention anything about damages in her home. Ms. [redacted]'s phone calls regarding the damages to her car were made on 4/27/14 after the technician's left her home. A manager contacted her on Monday, 4/28/14 and not 3 days later as the customer is stating. The manager asked her under what circumstances does she believe that our technician's were the ones to damage her car. Ms. [redacted] claimed that she had pictures of her car before our company came to her home, because she was receiving a detailed cleaning to her car the day before. We asked her to provide us with the before and after pictures of the car and also send us an estimate on how much it may cost to fix the car. At no point in that conversation did we agree to take care of the damages on the customer's car because there was absolutely no proof that our technicians did the damage. On April 29th, we received an email with the estimate from a company that Ms.[redacted] used to receive the estimate for her car. On May 1st, we received the pictures of the damaged car from the same company. On May 2nd, we received two pictures from Ms. [redacted], which she claimed was the picture she took of the car because our company arrived to her home and a picture of her car on the driveway to show how much space the technician's had to get the equipment through, which the customer stated she took as soon as she found her car damaged after our technician's left her home. One of our tech specialists analyzed the pictures and the before picture of the car is fuggy and far away that even if the car had any scratched on the car, you would not be able to tell. The analysis shows that the picture that was sent to us was modified on 4/30/14, which makes us believe that the picture was modified after it was taken by photo-shop or some sort of a program. When the customer informed us of the damages, she stated her car was in the garage when our company was at her home, the picture that the customer sent us is first of all on the drive way and after our picture analysis, the picture was taken on 4/25/14, which is irrelevant to us because we only came to her home on 4/27/14. The picture also showed that the customer had something done to her grass in front of her home, which shows long metal sticks implemented in the grass, which could be the reason for the damage on the customer's car. We have both of the pictures, which we will be attaching to this claim. When we contacted the customer regarding the above findings, we asked the customer to provide us with the original pictures to which the customer hung up on us and not the other way around and we never received the original pictures or the pictures of the damages in the customer's home. We have not heard from the customer since our last conversation on 5/5/2014, until now with the complaint through Revdex.com. With all the investigations that we did regarding the customer's complaints, we are sure that we are not responsible for any damage in the customer's home or her car. Regarding the actual services we provided to her, we double checked her invoice (which will be attached as well) and for $200 we provided to her deep cleaning services of the return vent system. Ms. [redacted] ordered a voucher for $49 for basic air duct cleaning for unlimited supply vents, 1 main vent and 1 return vent to a single unit under negative pressure (suction). The invoice states that we provided her with the basic cleaning and additional services for doing deep cleaning to her return system with a basic dryer vent cleaning from outside in. The voucher did not include any type of furnace cleaning, which explains why the customer's furnace was dirty. The basic cleaning only cleans what is loose in her system, if her supply vents have not been cleaned in 3 to 5 years than the negative pressure cleaning will only take out what is loose in the system. The technician's job is to do what the voucher includes and inspect the system in the customer's home and if there are any recommendations that the technician has after the inspection, they inform the customer and it is under the customer's discretion to decide if they would like to get the recommendations done while we are there or not. After Ms. [redacted] decided that she wanted our technicians to do the additional devices, she was asked to inspect everything that was done and sign the invoice that states that she has inspected the work performed and found it complete and to her satisfaction. When the manager talked to the customer we offered her for the technicians to come back and evaluate/redo the basic cleaning if she feels that it was not done properly, to which Ms. [redacted] refused and tried to make a stop to her payment for the job that was completed at her home. Ms. [redacted] felt that our company was accusing her of lying but without any real proof we do not take responsibility for something that we did not create. We tried to work it out with the customer but she was no cooperating. If you have any further questions, feel free to contact us to further look into this matter.
Thank you,
NDCS Inc Management Group

Mrs. [redacted]
The dispatcher office in your area has made attempts to contact you and left several messages to call them back and you have not responded.
If you can please give us a call at our Main office so we can further assist you on resolving this matter. 
It is important that you call us asap at [redacted]
Thank You,
NDCS, CLEAN
Customer Service

We would never use this company again and would strongly recommend against it to others.
The company:
- Did not show several times. It took a month between the first appointment and them finally showing up.
- I was twice promised that a manager would call me back, never happened.
- The technician missed several vents, bent several vents taking them off the wall to clean them, wore his shoes all over the clean carpet, and threw & dragged his nasty duct cleaning snake brush all over the clean carpet.
- The technician tried to charge us $504 but ended up lowering it to $300 if we paid in cash. Said there would be no tax if we paid by cash or check. AND ended up charging us for services that were covered under the [redacted] deal.
Our recommendation is to run far from this company and their offers.

Complaint: [redacted]
I am rejecting this response because: This business has not made any attempts to contact me as they said they would, five days ago. I believe that they never will as they did not return my calls, even the one made to the gentleman that actually did the work. Any further efforts on your part to relay this information and get them to refund my money are truly appreciated.are truly appreciated.
Sincerely,
[redacted]

In response to the above complain ID# [redacted] from Mrs [redacted] we would like to communicate you that we have opened an investigation and we will be contacting the customer with a response on the above complaint.
Thank you,
NDCS,INC
[redacted]