Proclean Air Duct Cleaning

11-19–2014Dear Revdex.com, We were called to do an estimate for [redacted] at [redacted] **., in [redacted] MD [redacted] on 11/14/Our technician arrived and entered through the front door and inspected the system and gave an estimate and left through the front doorHe did not open or touch any windowsWe knew of no issues or concernsThen we received a message afterhours from [redacted] saying that we broke his window and he would like a return telephone calfI myself called him and left him a message Monday 11/17/He did not return my callInstead he calls the office staff who are all females and curses them out so badly that they could not even speak to himWe tried to speak to him the two or three times he called to set up a return visit so our technician could see what his concern was but he was cursing and misbehaving so badly that no conversation could be had.We are a reputable company who always attempts to do our best for our customers as the Revdex.com well knowsUnfortunately, this case is very suspicious to me as this individual is in a competing business and has been extremely difficult to talk toHonestly, the way he has spoken to my staff, there is little I can do at this pointWe offered to go and inspect it and he started cursing so bad the conversation could not be completedam at the point where | don't think it's safe to send my technician back to their house to even inspect at this pointWe made every effort to talk to him to schedule that to no availMy technician said he did not open or touch any windows and certainly did not break or crack any.Sincerely,Terry DOwner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved Complaint: [redacted] I am rejecting this response because: Complaints are NOT taken seriously with Proclean and it shows through countless of customer reviews (i.e ***, [redacted] , and [redacted] to name a few)I am all for local business which is why I hired [redacted] Chimney Service to clean my air ducts the next dayIf you DO provide chimney services it does not show on your website nor through "Certified Chimney Professionals"On a positive note my husband has replaced our basement window and I consider this case closedI will however, along with the other numerous of unsatisfied Proclean customers, will continue to spread the word of my experience with this company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Although Jose was friendly, he is not honestJose arrived within the expected time frame and also called me minutes before his arrivalHe looked at my vents, took pictures etc., however instead of bringing his equipment through the front door he brought it through my basement windowI'm assuming it's because he didn't want to bring in any dirt ( I completely understand)Once Jose gave my vents a look through he told me that I would need a deep cleaning and mold removal which is a different priceI kindly declined not to have the service done and told him I would like to get other estimates firstHe wrote me up an estimate and went to retrieve his equipment from the basementThis time he brought his equipment up the steps and out the front door instead of back through the windowClosing the basement is no easy task and if you force it close it will break -which is what Jose clearly didI noticed the broken window after Jose left because I went back downstairs to turn off the lightsProclean did not make an attempt to contact me - not someone from the office nor Terry D [redacted] My husband called on Friday, Saturday, and on MondayI also sent the company an email through their website asking them to give us a callNo responseI called Proclean again myself on Monday 11/17/and was able to reach someone, I then asked to speak with the managerHollyBefore I could explain the situation her tone was very harsh and defensiveShe told me that Jose has worked for the company for over years and she trust himHolly said that she will send Jose back out to look at the window (alone) and see if he cracked the windowOnce he views the window he will then [redacted] back to her and tell her if he cracked the window or notAs a business owner (CHIMNEY SERVICE- WE DO NOT CLEAN CARPETS NOR AIR DUCTS) this makes no senseJose was not honest in telling me that he cracked the window before he left, how will it be any different when he comes back? He could easily lie again, especially since he was going to be sent alone (without a supervisor) Yes, my husband Carlos was nasty after the way Holly spoke to him ( Holly was the ONLY staff member he spoke to) Holly was very unprofessional and as an office manager myself I would NEVER speak to a client in that mannerI apologize on the behalf my husband and from here on out Proclean will only be dealing with me To resolve this matter I would like to have my basement window replaced by a licensed company Regards, [redacted]

PROCLEAN AIR DUCT CLEANING East Diamond AveGaithersburg, MD Revdex.com of Washington 12-04- Re: CASE ID # [redacted] Attn: [redacted] Dear Revdex.com, In Response to [redacted] ’s(the customer’s) rebuttal, their initial calls were all after hoursI read [redacted] s email and called the phone listed on it and left them a message, as I saidIn any event, we did speak with them on the first business day after their messagesWe take complaints and issues very seriously [redacted] called and then her husband got on the phone and as I said before cursed and behaved so badly that no conversation could be conductedOur policy is to send the technician back out who did the job as he will know what he did and where he went etcJose is a senior technician as well as one of two supervisors for our companyHe is a very trusted employee within our companyHe would have come back and taken pictures and explained the situation directly to me and then I would have made a determination as to what to do to satisfy the customerAs the owner of the business, I am very experienced to ascertain what may have happened or what the possibilities were as far as damage is concernedIn 90% of cases like this we give the customer the benefit of the doubt and do our best to resolve the issue We clean chimneys too so they are in a competing business, but it is not one of our main servicesI don’t know what type of business environment the customer runs but we don’t curse and misbehave like that in our business and we have honest employees who admit when they make mistakes as the company pays for it, not the employeeWe strive to give the best customer service and if we damage a customer’s property, we as a company want to make it rightWe are an honest Christian family business In summary, We gave an estimateWe performed no work for this customerThe customer called back to say we damaged their windowWe attempted to go back out to inspectHali is the office manager and was merely attempting to schedule the technician to go back out [redacted] took over the phone from [redacted] and behaved so badly that the conversation could not continueThis happened three times on three separate telephone callsMost all our customers are fine once you tell them you are willing to come back out to inspectOur policy is to schedule the technician to go back out to inspectWe made every effort to send a technician back out to inspect their claimUnfortunately, [redacted] ’s behavior was so hostile that I cannot risk sending one of my technicians into that kind of environment at this point I certainly wish the [redacted] ’s all the best in future endeavors If you need anything further, just let me know Sincerely, Terry D [redacted] Owner PROCLEAN AIR DUCT CLEANING

I contacted this firm for a dollar duct cleaning for my mothers new condo she bought 10/after receiving an ad in the mail for their servicesThis call would be the worst idea of the whole process of moving into a new place for my mother, who is a senior citizen, doesn't have a great handle on the english language and lives by herselfTwo men come to her place from Proclean, don't bother to move any items under any vents (left dust on beds, furniture) and then proceed to upsell my mother more than dollars worth of cleaning, let me type that again THREE THOUSAND DOLLARS! They took all of hours for all their alleged extensive cleaning, but according to online research this should have taken more in the hour range and without consent from my mother on these other services just show her a bill of which she had to divide over multiple credit cards due to their menacing presenceI contacted the business, they said they'd reimburse me dollars but that wasn't good enough for meI'm now mired in all sorts of back and forth with credit card companies, Proclean and her bank again, her english isn't greatI'd never recommend this company to anyoneThey scared my mother into needing all these fictional cleanings that couldn't have possibly occurred in the time they were hereI'm shocked that this business is even allowed to operate as they are no more than conmen executing on an opportunity to take full advantage when one is presented

PROCLEAN AIR DUCT CLEANING 416 East Diamond Ave. Gaithersburg, MD 20877   Revdex.com of Washington   12-04-2014   Re: CASE ID # [redacted]   Attn: [redacted]   Dear Revdex.com,   In Response to [redacted]’s(the customer’s) rebuttal, their initial calls were all after hours. I read [redacted]s email and called the phone listed on it and left them a message, as I said. In any event, we did speak with them on the first business day after their messages. We take complaints and issues very seriously. [redacted] called and then her husband got on the phone and as I said before cursed and behaved so badly that no conversation could be conducted. Our policy is to send the technician back out who did the job as he will know what he did and where he went etc. Jose is a senior technician as well as one of two supervisors for our company. He is a very trusted employee within our company. He would have come back and taken pictures and explained the situation directly to me and then I would have made a determination as to what to do to satisfy the customer. As the owner of the business, I am very experienced to ascertain what may have happened or what the possibilities were as far as damage is concerned. In 90% of cases like this we give the customer the benefit of the doubt and do our best to resolve the issue.   We clean chimneys too so they are in a competing business, but it is not one of our main services. I don’t know what type of business environment the customer runs but we don’t curse and misbehave like that in our business and we have honest employees who admit when they make mistakes as the company pays for it, not the employee. We strive to give the best customer service and if we damage a customer’s property, we as a company want to make it right. We are an honest Christian family business.   In summary, We gave an estimate. We performed no work for this customer. The customer called back to say we damaged their window. We attempted to go back out to inspect. Hali is the office manager and was merely attempting to schedule the technician to go back out. [redacted] took over the phone from [redacted] and behaved so badly that the conversation could not continue. This happened three times on three separate telephone calls. Most all our customers are fine once you tell them you are willing to come back out to inspect. Our policy is to schedule the technician to go back out to inspect. We made every effort to send a technician back out to inspect their claim. Unfortunately, [redacted]’s behavior was so hostile that I cannot risk sending one of my technicians into that kind of environment at this point.   I certainly wish the [redacted]’s all the best in future endeavors.   If you need anything further, just let me know.   Sincerely,       Terry D[redacted] Owner PROCLEAN AIR DUCT CLEANING

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved
 Complaint: [redacted]
I am rejecting this response because:
Complaints are NOT taken seriously with Proclean and it shows through countless of customer reviews (i.e [redacted], [redacted], and [redacted] to name a few). I am all for local business which is why I hired [redacted] Chimney Service to clean my air ducts the next day. If you DO provide chimney services it does not show on your website nor through "Certified Chimney Professionals". On a positive note my husband has replaced our basement window and I consider this case closed. I will however, along with the other numerous of unsatisfied Proclean customers, will continue to spread the word of my experience with this company.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Although Jose was friendly, he is not honest. Jose arrived within the expected time frame and also called me 20 minutes before his arrival. He looked at my vents, took pictures etc., however instead of bringing his equipment through the front door he brought it through my basement window. I'm assuming it's because he didn't want to bring in any dirt ( I completely understand). Once Jose gave my vents a look through he told me that I would need a deep cleaning and mold removal which is a different price. I kindly declined not to have the service done and told him I would like to get other estimates first. He wrote me up an estimate and went to retrieve his equipment from the basement. This time he brought his equipment up the steps and out the front door instead of back through the window. Closing the basement is no easy task and if you force it close it will break -which is what Jose clearly did. I noticed the broken window after Jose left because I went back downstairs to turn off the lights.
Proclean did not make an attempt to contact me - not someone from the office nor Terry D[redacted]. My husband called on Friday, Saturday, and on Monday. I also sent the company an email through their website asking them to give us a call. No response. I called Proclean again myself on Monday 11/17/14 and was able to reach someone, I then asked to speak with the manager. Holly. Before I could explain the situation her tone was very harsh and defensive. She told me that Jose has worked for the company for over 15 years and she trust him. Holly said that she will send Jose back out to look at the window (alone) and see if he cracked the window. Once he views the window he will then [redacted] back to her and tell her if he cracked the window or not. As a business owner (CHIMNEY SERVICE- WE DO NOT CLEAN CARPETS NOR AIR DUCTS) this makes no sense. Jose was not honest in telling me that he cracked the window before he left, how will it be any different when he comes back? He could easily lie again, especially since he was going to be sent alone (without a supervisor).  Yes, my husband Carlos was nasty after the way Holly spoke to him ( Holly was the ONLY staff member he spoke to) . Holly was very unprofessional and as an office manager myself I would NEVER  speak to a client in that manner. I apologize on the behalf my husband and from here on out Proclean will only be dealing with me.
To resolve this matter I would like to have my basement window replaced by a licensed company.
Regards,
[redacted]

11-19–2014Dear Revdex.com,
We were called to do an estimate for [redacted] at [redacted]., in [redacted] MD [redacted] on 11/14/2014.
Our technician arrived and entered through the front door and inspected the system and gave an estimate and left through the front door. He did...

not open or touch any windows. We knew of no issues or concerns. Then we received a message afterhours from [redacted] saying that we broke his window and he would like a return telephone calf. I myself called him and left him a message Monday 11/17/2014. He did not return my call. Instead he calls the office staff who are all females and curses them out so badly that they could not even speak to him. We tried to speak to him the two or three times he called to set up a return visit so our technician could see what his concern was but he was cursing and misbehaving so badly that no conversation could be had.We are a reputable company who always attempts to do our best for our customers as the Revdex.com well knows. Unfortunately, this case is very suspicious to me as this individual is in a competing business and has been extremely difficult to talk to. Honestly, the way he has spoken to my staff, there is little I can do at this point. We offered to go and inspect it and he started cursing so bad the conversation could not be completed. am at the point where | don't think it's safe to send my technician back to their house to even inspect at this point. We made every effort to talk to him to schedule that to no avail. My technician said he did not open or touch any windows and certainly did not break or crack any.Sincerely,Terry DOwner

I contacted this firm for a 250 dollar duct cleaning for my mothers new condo she bought 10/15 after receiving an ad in the mail for their services. This call would be the worst idea of the whole process of moving into a new place for my mother, who is a senior citizen, doesn't have a great handle on the english language and lives by herself. Two men come to her place from Proclean, don't bother to move any items under any vents (left dust on beds, furniture) and then proceed to upsell my mother more than 3000 dollars worth of cleaning, let me type that again THREE THOUSAND DOLLARS! They took all of 1.5 hours for all their alleged extensive cleaning, but according to online research this should have taken more in the 4 hour range and without consent from my mother on these other services just show her a bill of 3200 which she had to divide over multiple credit cards due to their menacing presence. I contacted the business, they said they'd reimburse me 1000 dollars but that wasn't good enough for me. I'm now mired in all sorts of back and forth with credit card companies, Proclean and her bank ... again, her english isn't great. I'd never recommend this company to anyone. They scared my mother into needing all these fictional cleanings that couldn't have possibly occurred in the time they were here. I'm shocked that this business is even allowed to operate as they are no more than conmen executing on an opportunity to take full advantage when one is presented.

Review: On 7/15/13 Pro-clean came by to clean my air ducts. There are so many things that went wrong with this service that I don't know how to identify the "Nature of the Complaint." Below I will provide a list of points.

*Demonstrated a lack of Professionalism

*Used bathroom immediately upon arrival, leaving behind a terrible odor and pubic hairs on my toilet seat.

*Misleading advertisement: [redacted] coupon offered the complete cleaning of an air duct system with less than 15 vents for $250.00 (my house has 13)

*Manipulated customer with fear: Told me that there was mold in the vents but was not specific. Coerced me into signing something that said I would pay $1580 for mold remediation. I don't now believe that there was any threat of mold contamination in my vents.

*They finished the entire "job" in less than 2 hours; They were very unclear about what was done, and what was different about what they did versus a regular cleaning. They explained nothing and left me feeling intimidated to ask questions.

*Left scuff marks all over my brand newly painted walls

*Left debris all over my professionally and very recently cleaned carpets

*Refused payment by check even though there was no previous understanding of necessary credit payment

*Extremely rude and unaccommodating manager. When I called to make a complaint the next day he spoke very condescendingly to me as a woman. He was very unapologetic. Spent an entire hour or more on the phone with me, insulting my intelligence on the issues. Defended entire work ethic from the scuff marks to the pubic hair.

*Issued me a $250.00 credit a few days later, even though I made it very clear that I would not be satisfied with the refunded amount.

*Later I realized that the invoice I was given actually had $254.95 printed on it.

*Upon a review of my home inspection papers issued 3/29/13 I found that the ventilation system had been inspected and found to be in acceptable condition (IE. no mold threat)

*On 7/22/13 I called and spoke with my home inspector about the Pro-clean "services." He encouraged me to dispute the charges. He informed me that all ventilation systems carry mold even in brand new houses and that only in certain circumstances is it actually dangerous. Also he thought that mold remediation should certainly have taken more than 2 hours.

I don't believe these men did the job they claimed to have done and furthermore they damaged my property in what bear minimum services they did provide.Desired Settlement: I would like all my money refunded except for the original $250.00 that was advertised for a standard cleaning. This means that I believe they still owe me $1080.00 I do not wish to talk to these people ever again. I don't want them on or near my property.

Business

Response:

Revdex.com

1411 K St. NW, 10th Floor Washington, DC 2005-3404

04-25-2011

Attn: [redacted]

Dear **. [redacted],

Re: Complaint #[redacted]

I am responding to the customer complaint.

Let me start by saying that our goal is always to satisfy our customers!

I contacted the customer on 7-16-2013 after she had called the office to complain. Her number one complaint to my staff and to myself was that the technician had ask to use her bathroom(she was extremely upset about this and said that it was very unprofessional) and that he had left one pubic hair in the bathroom. She was very upset about it and I apologized to her repeatedly as is our customer service policy. She was very persistent in saying how unprofessional we were to ask to use her bathroom and actually hung up the phone on me while I was addressing her concerns. I offered to send another technician out to address the bathroom issue and clean it or address any concerns that she had with the job and she refused. We always try to be understanding of customer concerns no matter how trivial they may seem to others.

She demanded to get at least half of her money back with an emphasis on more than half. As the owner of ProClean Air Duct Cleaning for 25 years, I always want to please and satisfy my customers, but I must look at a customer's intentions and whether their request is reasonable as well. I try to step in their shoes and view the issue from their perspective. However, if their requests are unreasonable, then I will not be able to comply. This was one of those cases. Typically a customer just wants to make sure that the job was performed correctly and will gladly have you come back out to explain and go over the job and what was done etc. with them. She did not want that... she only wanted her money back. I decided out of customer service to offer her a 250.00 refund and she did agree that she would be satisfied with that even though she wanted more. So, I am surprised by her complaint now. She had requested half her money back which would have been 790.00 for a hair being left by accident in her bathroom, which I am not even sure was left by our technician.

Now, she wants all of her money back except the basic charge of 250.00 for the basic cleaning. We did a lot more work than just the regular cleaning. We performed a deep cleaning which is necessary when there is mold in the air ducts or when they have an unusual amount of debris and baked on contaminants. We also cleaned her coil and blower which are components of the furnace that are clearly not included in the air duct cleaning but are highly recommended to be cleaned whenever there is mold because if they are not cleaned at the time of the air duct cleaning and mold treatment then it is very likely that any mold on them will spread back into the air ducts! In addition, we performed a mold remediation/treatment. Finally, we cleaned her dryer vent at no charge.

We are a Christian family business and proud of it! We do the best job possible when it comes to air duct cleaning at a price that is several hundred dollars below many of our QUALITY peers, we offer the best customer service possible (All complaints are handled by myself as the owner and I lose sleep at night if I think a customer is upset with me or my company for any reason) That is how serious I take my customer's satisfaction. We will go back out to address any and all customer concerns. We stand behind the quality of our work 100%. After that, all we can do is hope and pray that our customers will recognize that and do QUALITY research before judging and making complaints against our fine and reputable company.

To address her concerns:

1. The Bathroom issue: Technicians are human beings and as such do need to use the bathroom on occasion. As a former technician, I can tell you that a technician tries his best not to ever have to use a customer's bathroom, but sometimes it can't be avoided. He asked to use it and was granted the use of it. We always try to leave it in the same condition as we found it so we sincerely apologize to her if a hair was left behind after use of the bathroom.

2. Our [redacted] ad clearly states that there are additional charges for extremely dirty ducts and our technicians estimated that her house was at least 25 years old and that the air ducts had never been cleaned before. We had to perform a deep cleaning of her entire system to remove baked on contaminants and mold spores etc. We charged her 590.00 total for the air duct cleaning. We also cleaned her coil and blower for an additional 400.00, treated her mold for 590.00( you can pay well over 1000.00 just for Quality mold testing let alone the remediation) We do mold testing and know all about it. Whenever we encounter mold, we try to save the customer money by not having them go through the expensive testing phase. Most customers just want to get rid of it for as little as possible. Mold can mutate if left untreated or addressed. We also cleaned her dryer vent but gave her that at no charge as we discounted the cost of the dryer vent. We are one of the very few companies who are certified by the National Air Duct Cleaners Assoc.(NADCA) to remediate and treat mold within air ducts. The NADCA is considered the authority nationwide when it comes to air duct cleaning and few companies hold certifications from them as we do. We have been in business for 25 years and have an A rating with the Revdex.com. We are not out there cheating or manipulating customers. We have a responsibility to educate and inform our customers so that they can make the best decision for them. This customer initialed every additional charge on the invoice(see attached copy). We would much rather not do a job and come back if the customer is not comfortable with the job or the cost. We commonly invite them to do some research and call us back and will leave an estimate at no charge to the customer.

3. We are a very reputable company and all of my air duct technicians have been working for my company for over ten years so they are extremely skilled and experienced with mold remediation etc. We hold certifications that few companies have in the treatment and remediation of mold within air ducts.

4. Our technicians were at her house for more than two hours and they were two highly skilled technicians doing the work. Again, we stand behind the quality of our work 100%. She is free to have it inspected by us or others to assure that her job was done correctly. In fact, we welcome that as we take great pride in our work.

5. The customer did not ask me anything about the cleaning in our telephone conversation which did last about an hour, but the difference between a regular cleaning and a deep cleaning is that the deep cleaning is where the technicians have to go through the main ducts and many of the smaller ducts with a patented power rod system with specialized attachments that spin and blow air to contact and remove any baked on contaminants and or mold growth throughout the system. The technicians who perform this must be very skilled as they will need to navigate the entire ducts system with only a few openings from which to do so. (we don't let our technicians work alone or do deep cleanings for our company until they have at least 1 year of experience with our company).

6. As far as the payment options, our ads show Visa/MC logos as acceptable payments and we will take checks with approved credit similar to many other service and retail operations. We are happy to inform any customer of our payment policies upon request.

7. Regarding the home inspectors opinion of the time required to perform a mold remediation, I can only say that we are experts in the field and stand behind our work 100% percent. I have no knowledge of how thorough the home inspection that was done three and a half months prior was or the condition of her air ducts back in March but, we do have knowledge about what we saw in her air ducts on 7/15/2013. Furthermore,it is our belief that the number one reason to clean and maintain the air ducts is for the prevention and or remediation of mold within the air ducts. Of course, there are other benefits, like fresher air, more efficient running HVAC system, longer lasting HVAC system, hopefully less dusting, etc. but mold removal and prevention is the number one reason in our opinion. We believe very strongly that any mold should be treated within the air ducts which serve as the respiratory system for the house. It can mutate and become toxic if left untreated. We give a customer the information and make an attempt to educate them on what is going on and then the ultimate decision is up to them as to what work they want to have done.

In Summary,

We explained everything to her at the time of the job and she initialed all additional work that was done individually. We are certified by the most recognized governing body(NADCA) to both clean air ducts and remediate mold(Few companies have this certification). We did our best to please this

customer and offered to go back out to address any concerns that she had. She refused and seemed only concerned with the fact that our technician had used her bathroom and left a hair in the bathroom. She wanted at least 790.00 refunded with emphasis on more. That simply would not have been fair to us for the work that we did.

The two technicians that went out to her house have both been working for our company for over ten years! They are extremely courteous and respectful and receive many compliments on their professionalism. We would love to speak to her about her job but her complaint states that she does not want us to contact her so we are honoring that request. Again, we stand behind our work 100%.

We did not have an obligation to refund any money but out of customer service we did refund 250.00 with the verbal agreement that she would be satisfied with that.

I can only hope that the customer will conduct thorough research on what constitutes QUALITY air duct cleaning, the benefits of a QUALITY job, and what it cost, before making a final judgment about our fine and reputable company which I have spent a lifetime building.

We wish her all the best.

Sincerely & respectfully,

PROCLEAN AIR DUCT CLEANING ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Most of what this man says is false. I don't believe that in the entire hour I spent speaking to him that I ever got an apology. This man mostly talked over me the entire phone conversation, so he wouldn't really understand what my complaints were. I made it very clear that I was not satisfied with the service or the small refund. He continues to insult me by insinuating that I made up the stories about his technicians. I can only assume that he defends his technicians' practices because he instructs them to take advantage of unsuspecting customers. What I was trying to express on our 7/15/2013 conversation is that his workers treatment of my home simply made it easier for me to identify fraudulent work. I think that the way they treated me and my home was a direct reflection of what kind of service they provide.

I did seek a second opinion from an air duct cleaning company. After speaking with them, I am certain that Pro Clean did not even perform a basic cleaning properly. I have attached an email from the owner of [redacted] Professional and an invoice with official letterhead.

After my terrible experience with this company I am not sure I trust in Revdex.com accredit, I would highly recommend lowering their rating.

Regards,

Business

Response:

Revdex.com

1411 K St. NW, 10th Floor Washington, DC 2005-3404

09-30-2013

Attn: [redacted]

Dear **. [redacted],

Re: Complaint #[redacted]

I am responding to the customer's rebuttal which simply is a letter and invoice from the home inspection/air duct cleaning company.

In response to the letter from [redacted], I would say this:

1. We are NADCA Certified to both clean air ducts and treat and remediate mold within air ducts. I do not believe that [redacted] holds these certifications as few companies do.

2. The two technicians who performed the work each have over 10 years of experience.

3. I am quite certain that they were at the job for more than 1.5 hours.

4. [redacted] is making some pretty strong statements that bring their integrity into question, in my opinion when they state that it appears that the air ducts have never been cleaned. We make access holes in the air ducts and patch them back when finished and I am quite certain that this was done which is one of the main ways that we, as a professional air duct cleaning company, can tell if the air ducts were ever cleaned properly before. In some cases these access panels are not able or necessary to be made when cleaning. I would be surprised if those panels were not made on this job. Did they see the air ducts on 7/15/2013 when we started?.... The ducts were extremely soiled.

5. We clean the entire system from those main access panels with air whips and attachments. We typically do NOT remove every vent nor do we have to as we are able to clean it from the large access panels we make near the furnace or through openings in the vents near the furnace.

6. We do use cameras to inspect the air ducts.

7. We are experts in mold remediation within ventilation systems and are certified as such.

8. We do all manner of mold testing....physical samples and air testing but it is expensive and we are quite skilled in recognizing mold without testing which would have cost the customer quite a bit more. We find that the only customers who need to know exactly what type of mold they have are customers who are experiencing health problems and their doctor wants to know, etc. We try to save our customers money by remediating the mold rather than upselling them on expensive lab testing.

9. I am glad that [redacted] found no evidence of mold as that would indicate that we in fact did our job correctly.

10. Finally, if is common for there to be a small amount of residue like a few hairs, small fine pieces of drywall dust etc. We don't clean the air ducts to a level that you could eat off of them. We would be happy to inspect our work as we take pride in the quality of our work.

In Summary, we are a professional and certified air duct cleaning company and we have done the job correctly. We would be happy to return to verify this and address any concerns that the customer has with our work.

Please let me know if you need any additional information.

Sincerely,

[redacted] President

ProClean Air Duct Cleaning C)###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1) It doesn't matter that ProClean is NADCA certified because that doesn't mean they did an honest or proper job.

2) The fact that ProClean's technicians have been working for 10 years is another moot point

3) Clearly, **. [redacted] was not here and doesn't know how long his technicians took. They arrived about 2pm and left at about 4pm. If you account for the time they took to inspect the vents, chat me into more extensive services, and use my bathroom they only worked for about 1.5 hours as I originally stated.

4) [redacted]'s integrity is certainly not in question as they have provided me with their inspection free of charge and are not seeking reward of payment as ProClean is. I am not disputing the fact that our air ducts were dirty on 7/15/13, that is why I called ProClean in the first place. The dispute is weather the job they claimed to do was completed.

5) I don't know how any air duct cleaning company can charge $1580.00 for "deep cleaning" and "mold remediation" and not even have to remove every air vent. Opinions from other air duct cleaning services are to the contrary.

6) The advertisement for ProClean said that they used cameras which is part of the reason I thought they'd be a trustworthy company when I hired them. Much to my disappointment, the only pictures I saw were taken with an iphone. It was very unclear what I was looking at in the pictures ProClean's technician provided me. [redacted] actually used a video camera that snaked into the vents and I was able to get a good look at the condition of my vents.

7) I wish I had received some of ProClean's expert service that they continually claim to provide.

8) ProClean really should have informed me of what true mold testing was before they tried to up sell me on mold remediation that I did not need. As I have brought up in my first complaint, Proclean's technicians immediately claimed that I had threatening mold spores and frightened me into signing for a service that was neither needed or ever even provided.

9) The fact that [redacted] found no evidence of mold does not prove anything

other than the fact that they took an honest look at my vents.

10) I think that if ProClean had provided the type of cleaning they claimed to have provided, (a deep cleaning with mold remediation) they would have taken much longer than 1.5 hours, they would have removed all the air vents, and my house would have smelled noticeably fresher. My vents should not have had so much evidence of accumulated dust and cobwebs and debris.

I understand that I have no right to dispute the regular cost of cleaning for $250.00. But the extra charges are outrageous as I did not receive the extensive services I paid for.

Regards,

Review: Proclean overcharged us for the following: 1. UV-AIRE AIR PURIFYING SYSTEM UV-12 is available for $150 in the market. Proclean charged us $650 for the system and $150 for installation. Charging a price more than four times the prevalent market rate is an unfair business practice. 2. Mold treatment of HVAC. Proclean charged us $900 for mold treatment of air ducts in our 3 bedroom townhome. This is a highly inflated price for minimal mold in the HVAC system that we had. In addition they charged us $590 for deep cleaning, $250 for basic vent cleaning, and $295 for coil cleaning.Desired Settlement: The following excess and arbitrary charges may please be refunded to us. 1. UV-AIRE AIR PURIFYING SYSTEM UV-12: $500 2. Mold treatment: $800

Consumer

Response:

Dear Revdex.com team,

Please review my complaint soon. The business has already charged my credit card for a total of $2950. It is a clear case of charging a price much higher than reasonable or fair.

Regards,

Consumer

Response:

Dear Revdex.com team,

Pro Clean Air Duct Cleaning charged $900 for removal of a speck of mold from one of the 15 vent registers in my townhouse. The Pro Clean person ([redacted]) who came for the service misrepresented the facts and deceived us into buying highly over-priced $900 mold treatment by saying that the duct system is full of mold when the system was totally free of mold except for a speck on one of the vent registers. He did not show us the cleaner he was going to use. He did not give any details of the treatment at all.

I would be grateful for speedy processing of my complaint.

Regards,

Business

Response:

PROCLEAN AIR DUCT CLEANING

416 East Diamond Ave.

Gaithersburg, MD 20877

###-###-####

Revdex.com

1411 K St. NW, 10th Floor

Washington, DC 2005-3404

01-12-2014

Attn: [redacted]

Dear **. [redacted],

Re: Complaint #[redacted]

I am responding to the customer complaint.

Let me start by saying that our goal is always to satisfy our customers!

We have received no communication from this customer whatsoever until we learned of their complaint through the Revdex.com.

We did our very best for them and guarantee our work which is of the highest quality. We are experts in our field and one of the very few companies certified by the National Air Duct Cleaners Assoc. (NADCA) to both clean air ducts and remediate mold within the HVAC system.

In regards to **. [redacted]’s complaint, I certainly understand consumers concerns about the cost of QUALITY work but upon QAULITY research I think that **. [redacted] would find that he was charged well within the market rates for similar QUALITY services. For example, there are very few Quality Air Duct Cleaners in this area but one that we know of would have charged several hundred more for the same work. If one were to call me and ask me what the number one reason to clean and maintain air duct systems is, I would tell them every single time “For the prevention and removal of MOLD within the system”. Of course there are many other benefits but the remediation and prevention of potentially harmful Mold is in my opinion the most Important by far. We are certified specialist in mold remediation by the authority nationwide, the NADCA. When we see a little mold that is visible to the naked eye we know that there is much more that is not visible to the naked eye. This mold can mutate into toxic mold if left untreated if it isn’t already toxic mold. Furthermore, if the mold is not treated properly by trained professionals, it will grow back very quickly. Mold can be a serious problem and our mold remediation prices are well within reasonable rates.

To address his specific concerns as to the price charged for Mold Treatment and the cost of the UV light. We have never claimed to match anyone else’s prices and I don’t know what type of unit can be purchased over the internet but we sell a product purchased directly from an HVAC supplier who does not typically sell to retail customers. I cannot speak about what **. [redacted] found on the internet but I will say this. Most professional HVAC and Air Duct Cleaning companies would not install a customer supplied unit and if the customer tried to install it himself it is very likely that he could easily do thousands in damages to his own system due to inexperience in installing the units or harm himself as concentrated UV rays can be dangerous. I lot more goes into the price to sell and install a UV light than the customer may realize such as risk of damage to the unit due to no fault of ours. Even as professsionals who install these UV Systems every day, we can sometimes damage the unit due to unknowns about how the unit was installed. Ex. Sometimes there is a refrigerant line run inside the ducts that we cannot see and when we make the incisions into the ductwork we can inadvertently hit that line. That is a 1500-2500 repair job and it has happened to us before and we had to pay for the repair. The coil can also easily be damaged when working on it and that is another 2000-3000 repair if damaged. We see jobs performed by less experienced air duct cleaning companies or customers themselves where they have damaged the air ducts and/or HVAC units and caused thousands in damage and the customer cannot recover these expenses from the companies because the companies are not good companies, so I would say that a low price can sometimes be a far more costly route.

As far as the price charged to treat the mold, I really don’t think that customers realize what goes into that job. Dealing with Mold is dangerous for our technicians, the liability insurance is sky high, the liability of certifying the job is high. We take our responsibilities very serious and when we do a job, we take pride in making sure that it has been done correctly and the best way possible. It is very difficult to clean entire air duct systems and remediate the mold CORRECTLY from a few openings in the ductwork as most ductwork is behind the walls. In fact, I as the owner of PROCLEAN don’t even allow new technicians to perform deep cleanings and mold remediations until they have a minimum of 1 year experience. The technician who performed **. [redacted]’s service has been with my company for over 16 years and he is very skilled and experienced.

I can only hope that after reviewing this information and doing a more in-depth research that **. [redacted] will come to realize that we did the highest quality work for him at a reasonable rate that is well within the range that our quality competitors charge if not less. Most importantly, he received a very high quality job for his money spent. Quality workmanship is hard to come by these days at any price and we consider our company the least expensive of the FEW Quality Air Duct Cleaners and HVAC system Mold remediators in this metro area.

We wish **. [redacted] the very best and want him to know that our work is guaranteed to be of the highest quality and we stand behind it 100%.

Sincerely and respectfully,

Owner

ProClean Air Duct Cleaning

Consumer

Response:

Dear Revdex.com team,

On receiving the response from the business, I made further detailed enquiries in the local market. On making these enquiries, I conclude that the business has unfairly overcharged me by $1300 and thereby committed an unfair business practice: the business overcharged $500 on UV-AIRE Air Purifying System UV-12, and $800 on mold treatment.

PROCLEAN AIR DUCT CLEANING, 416 East Diamond Ave. Gaithersburg, MD 20877, referred to as Proclean hereafter, charged me $650 for the UV-AIRE Air Purifying System UV-12 system and $150 separately for its installation. The UV-AIRE UV-12 is available in the market for a price between $150 and $200. Proclean charged me a price more than four times the prevalent market rate. This is a patently unfair business practice.

For mold treatment, Proclean charged me $900 for treating a speck of mold on one of the 15 vent registers in our 3-bedroom townhome. This is a highly inflated price for minimal mold we had on one of the vents. In addition, Proclean charged us $590 for deep cleaning, $250 for basic vent cleaning, and $295 for coil cleaning.

Pro Clean service-person who came for the service misrepresented the facts and deceived us into buying highly over-priced $900 mold treatment by saying that the duct system is full of mold and a health hazard when the system was totally free of mold except for a speck on one of the vent registers. He did not show us the chemical he was going to use. In fact, he did not give any details of the treatment at all.

There are similar complaints against this business on customer review websites, and I have experienced first-hand this instance of severe price gouging. The potential customers need to be aware of this unfair business practice, and should make wider enquiries before agreeing to a price quoted by Proclean.

The in-home mailer sent by the business claims to do duct cleaning in $250. Small print on the mailer gives an impression that this is an all-inclusive price. The future customers of this business should be extremely careful before agreeing to pay any price beyond $250 to this business since $590 for deep cleaning, $900 for mold treatment and $800 for UV light are not a value for money proposition.

Regards,

Business

Response:

PROCLEAN AIR DUCT CLEANING

416 East Diamond Ave.

Gaithersburg, MD 20877

###-###-####

Revdex.com

1411 K St. NW, 10th Floor

Washington, DC 2005-3404

02-09-2014

Attn: [redacted]

Dear **. [redacted],

Re: Complaint #[redacted]

I am responding to the customer complaint.

Again, let me start by saying that our goal is always to satisfy our customers!

**. [redacted] finally called to demand no less than a $1300 refund in exchange for removing the complaint. We always try to please our customers but when their request and complaints are not reasonable, there is not much we can do.

With regards to his statements about the charges:

We are experts in Mold remediation within ventilation systems and when we see a little mold, we are well aware that there is considerably more that is unseen to the naked eye. We detected much more than just a speck of mold in **. [redacted]’s vents.

Our price of 590 +250 for a total of 740 on the air duct cleaning part is several hundred dollars less than some of our quality peers of which there are few.

Again, regarding the UV-12 we sell a great product that we service the warranty on for a price that is very consistent with our peers.

Our coupon is very clear about the additional services we offer as there is separate coupon offer that mentions 10% off Mold Treatment, UV Lights, Coil & Blower cleaning etc. and our staff is always available to clarify any questions that a customer may have about our prices or offers.

If a customer requests information about what solutions or equipment we are going to use, we always provide it as a service to them.

We do many of our air duct jobs for the $250.00 advertised price but when the customer needs more services and authorizes those services, we provide them at additional costs. **. [redacted]’s job definitely needed more work with the mold issue that his ducts had.

In Summary, we did everything we could for **. [redacted] by educating him on the duct cleaning process and explaining all services provided as well as their costs as is our policy. He approved all charges and paid for them. Furthermore, anytime a customer is not ready to proceed with suggested work, we are more than happy to leave a written estimate at no charge for their review so that they can do any additional research etc.

Then, he decided to make a Revdex.com complaint without contacting us first. Only after we responded to the complaint, he finally called for the first time to offer to remove the complaint if we would refund $1300.00 and not a penny less. This was not a reasonable request. Please refer to first response as well as this follow up response to **. [redacted]’s concerns. We did our very best for them and guarantee our work which is of the highest quality. We are experts in our field and one of the very few companies certified by the National Air Duct Cleaners Assoc. (NADCA) to both clean air ducts and remediate mold within the HVAC system.

Again, I can only hope that after reviewing this information and doing a more in-depth research that **. [redacted] will come to realize that we did the highest quality work for him at a reasonable rate that is well within the range that our quality competitors charge if not less. Most importantly, he received a very high quality job for his money spent. Quality workmanship is hard to come by these days at any price and we consider our company the least expensive of the FEW Quality Air Duct Cleaners and HVAC system Mold remediators in this metro area.

We wish **. [redacted] the very best and want him to know that our work is guaranteed to be of the highest quality and we stand behind it 100%.

Sincerely and respectfully,

Owner

ProClean Air Duct Cleaning

Consumer

Response:

Re. Complaint #[redacted] of price gouging and misrepresentation of facts by PROCLEAN AIR DUCT CLEANING

Date: March 06, 2013

Dear David,

PROCLEAN AIR DUCT CLEANING was unreasonable and wrong in charging $2950 for things that could be done by the very best quality providers in the area in $1650 maximum. The business has engaged in price gouging behavior and misrepresentation of facts.

The person who came for duct cleaning of my townhome misrepresented the facts by creating an impression of a big health hazard residing in the ducts where there was no such thing. Educating a customer does not mean misrepresenting facts and deception. The ducts needed ordinary cleaning which together with installation of the UV light should not cost more than $1650 according to in-depth research I have made in the local market. This is the prevailing price - not a penny more - of the work Proclean did for me, cited by the best and topmost quality providers in the market today.

I request the Revdex.com to make a determination based on my complaints and the two Proclean responses. This business certainly does not deserve Revdex.com certification since the Revdex.com certification lends prestige and credence to a business, and there is a real danger of Revdex.com-trusting customers falling prey to the worse business practices, as I have - losing their hard earned money.

Regards,

Review: I hired Proclean to clean my air ducts. Before the technician attempted to clean my air ducts he brought his equipment through my basement window. When I decided not to go with their service because they changed the price, he wrote me an estimate and then went back to the basement to retrieve his equipment and left through the front door, when I went to the basement to turn the light out I noticed the technician cracked the basement window that he used to bring in his equipment. By this time he was gone. I have tried to resolve this issue with the Manager Holly with no success. Your help or advice will be greatly appreciated.Desired Settlement: I would like to have my basement window replaced by a licensed company. Paid by Proclean Air Duct.

Business

Response:

11-19–2014Dear Revdex.com,We were called to do an estimate for [redacted] at [redacted]., in [redacted] MD [redacted] on 11/14/2014.Our technician arrived and entered through the front door and inspected the system and gave an estimate and left through the front door. He did not open or touch any windows. We knew of no issues or concerns. Then we received a message afterhours from [redacted] saying that we broke his window and he would like a return telephone calf. I myself called him and left him a message Monday 11/17/2014. He did not return my call. Instead he calls the office staff who are all females and curses them out so badly that they could not even speak to him. We tried to speak to him the two or three times he called to set up a return visit so our technician could see what his concern was but he was cursing and misbehaving so badly that no conversation could be had.We are a reputable company who always attempts to do our best for our customers as the Revdex.com well knows. Unfortunately, this case is very suspicious to me as this individual is in a competing business and has been extremely difficult to talk to. Honestly, the way he has spoken to my staff, there is little I can do at this point. We offered to go and inspect it and he started cursing so bad the conversation could not be completed. am at the point where | don't think it's safe to send my technician back to their house to even inspect at this point. We made every effort to talk to him to schedule that to no avail. My technician said he did not open or touch any windows and certainly did not break or crack any.Sincerely,Terry DOwner

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Although Jose was friendly, he is not honest. Jose arrived within the expected time frame and also called me 20 minutes before his arrival. He looked at my vents, took pictures etc., however instead of bringing his equipment through the front door he brought it through my basement window. I'm assuming it's because he didn't want to bring in any dirt ( I completely understand). Once Jose gave my vents a look through he told me that I would need a deep cleaning and mold removal which is a different price. I kindly declined not to have the service done and told him I would like to get other estimates first. He wrote me up an estimate and went to retrieve his equipment from the basement. This time he brought his equipment up the steps and out the front door instead of back through the window. Closing the basement is no easy task and if you force it close it will break -which is what Jose clearly did. I noticed the broken window after Jose left because I went back downstairs to turn off the lights.Proclean did not make an attempt to contact me - not someone from the office nor Terry D[redacted]. My husband called on Friday, Saturday, and on Monday. I also sent the company an email through their website asking them to give us a call. No response. I called Proclean again myself on Monday 11/17/14 and was able to reach someone, I then asked to speak with the manager. Holly. Before I could explain the situation her tone was very harsh and defensive. She told me that Jose has worked for the company for over 15 years and she trust him. Holly said that she will send Jose back out to look at the window (alone) and see if he cracked the window. Once he views the window he will then [redacted] back to her and tell her if he cracked the window or not. As a business owner (CHIMNEY SERVICE- WE DO NOT CLEAN CARPETS NOR AIR DUCTS) this makes no sense. Jose was not honest in telling me that he cracked the window before he left, how will it be any different when he comes back? He could easily lie again, especially since he was going to be sent alone (without a supervisor). Yes, my husband Carlos was nasty after the way Holly spoke to him ( Holly was the ONLY staff member he spoke to) . Holly was very unprofessional and as an office manager myself I would NEVER speak to a client in that manner. I apologize on the behalf my husband and from here on out Proclean will only be dealing with me. To resolve this matter I would like to have my basement window replaced by a licensed company.

Regards,

Business

Response:

PROCLEAN AIR DUCT CLEANING 416 East Diamond Ave. Gaithersburg, MD 20877 Revdex.com of Washington 12-04-2014 Re: CASE ID # [redacted] Attn: [redacted] Dear Revdex.com, In Response to [redacted]’s(the customer’s) rebuttal, their initial calls were all after hours. I read [redacted]s email and called the phone listed on it and left them a message, as I said. In any event, we did speak with them on the first business day after their messages. We take complaints and issues very seriously. [redacted] called and then her husband got on the phone and as I said before cursed and behaved so badly that no conversation could be conducted. Our policy is to send the technician back out who did the job as he will know what he did and where he went etc. Jose is a senior technician as well as one of two supervisors for our company. He is a very trusted employee within our company. He would have come back and taken pictures and explained the situation directly to me and then I would have made a determination as to what to do to satisfy the customer. As the owner of the business, I am very experienced to ascertain what may have happened or what the possibilities were as far as damage is concerned. In 90% of cases like this we give the customer the benefit of the doubt and do our best to resolve the issue. We clean chimneys too so they are in a competing business, but it is not one of our main services. I don’t know what type of business environment the customer runs but we don’t curse and misbehave like that in our business and we have honest employees who admit when they make mistakes as the company pays for it, not the employee. We strive to give the best customer service and if we damage a customer’s property, we as a company want to make it right. We are an honest Christian family business. In summary, We gave an estimate. We performed no work for this customer. The customer called back to say we damaged their window. We attempted to go back out to inspect. Hali is the office manager and was merely attempting to schedule the technician to go back out. [redacted] took over the phone from [redacted] and behaved so badly that the conversation could not continue. This happened three times on three separate telephone calls. Most all our customers are fine once you tell them you are willing to come back out to inspect. Our policy is to schedule the technician to go back out to inspect. We made every effort to send a technician back out to inspect their claim. Unfortunately, [redacted]’s behavior was so hostile that I cannot risk sending one of my technicians into that kind of environment at this point. I certainly wish the [redacted]’s all the best in future endeavors. If you need anything further, just let me know. Sincerely, Terry D[redacted] Owner PROCLEAN AIR DUCT CLEANING

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved

Review: [redacted]

I am rejecting this response because:

Complaints are NOT taken seriously with Proclean and it shows through countless of customer reviews (i.e [redacted], [redacted], and [redacted] to name a few). I am all for local business which is why I hired [redacted] Chimney Service to clean my air ducts the next day. If you DO provide chimney services it does not show on your website nor through "Certified Chimney Professionals". On a positive note my husband has replaced our basement window and I consider this case closed. I will however, along with the other numerous of unsatisfied Proclean customers, will continue to spread the word of my experience with this company.