Russell's Sewing Machine Centre

This work was contracted and paid for by the property management company NOT the person complaining The entire complex dryer vents were cleaned as a group back in November All work was done from the outside the same way as this unit This person has a screened in porch preventing access to the vent cover so screens must be removed for us to access and clean the vent Even though she was told when the cleaning would be done she was not available to remove screens in November so we could not access and clean the vent then So the property management company asked us to come back and do her unit special since it was not done with all the others We came out and found she had removed the screen, so we put a ladder up to the railing to climb into the porch A step ladder was carried up and set inside the porch to provide a step down when climbing over the porch As you can see from the attached picture, the cat perch is no where in site anywhere hear the railing To clean the vent, one of the louvers had to be removed and when we did, we found the plastic was old an rotted and the louver could be reinstalled and a new cover was needed The vent lint was cleaned, the lint vaccumed up and technician left He did not install a new vent cover at that time because it is on the exterior of the building and since we do not carry the same style we wanted to discuss with the property manager before installing a cover that looked different - standard operating procedure The technician went on to other jobs he had that day and reported all of this to me at the end of his day We did not have time to contact the property manager and review the days events before the customer returned home Had she been there when we provided service we would have of course explained the situation to her When she returned home, she of course called the property manager about the vent cover and the cat perch and this was before we had a chance to contact the property manager The property manager contacted us and wanted a new cover so we went right back and put one in However the technician is adamant he in no way touched the perch and knowing him as well as I do, there is not reason not to believe him And when he went to put the cover on, the customer was there and did not say anything to him about the cat perch Also I would point out that the other vents were cleaned the same way with no complaints at all And once again, this person did not hire us, the property manager did - not sure if that is relevant but think it should be stated.I have been in business since and have a spotless record for customer service and that would not be the case if I let things like this happen Sorry I did not reply sooner but the email went to spam folder [redacted] - Owner Middlesex-Essex Dryer Vent Wizard

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I WAS at home all day on the 23rd of October and most of the day on the 24th of October. I had an appointment on the morning of the 24th and had my neighbor sitting in my unit. NO attempt was made to enter my unit by anyone from your company. In regards to signing the contract with the management company, it was signed on behalf of all the property owners and the property owners were required to pay the fee for their own individual units. As for the picture you attached showing the ladder "after" the vent was cleaned, this is incorrect. If you zoom in, you will note that the dryer vent cover is still intact and not broken. Therefore, the picture was taken BEFORE the vent was cleaned when the perch was against the slider, not the railing. As for not addressing the cat perch with your technician, I greeted him when he came to the door and he totally ignored me. He had his hood up from his sweatshirt and didn't even look in my direction. When he left, I thanked him and did not get a response. So, even if I did try to address the issue with him, he was unresponsive. Also, I would never address an issue with an individual if I was already trying to resolve it with someone else.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
We received notification that the dryer vents would be cleaned on October 24th and 25th, not in November. I contacted the management company as my balcony is enclosed and was asked to be home on the 23rd for them to come clean the vents. They did not come on the 23rd so I took the 24th off from work as well since that was the original day we were told they would be coming. No technician showed up on either day. I e-mailed the management company at that time (see attached) and they were supposed to check and get back to me. They never did. As for the cat perch not being near the railing when they entered my balcony, that is true since I had moved it to the back of the balcony, out of the way. However when I returned home, it was against the railing and the top was pushed in. I moved it to take pictures of the damage but did not take pictures of it against the railing. It was clearly used as a step stool
Regards,
*** ***

This work was contracted and paid for by the property management company NOT the person complaining. The entire complex dryer vents were cleaned as a group back in November. All work was done from the outside the same way as this unit. This person has a screened in porch preventing
access to the vent cover so screens must be removed for us to access and clean the vent. Even though she was told when the cleaning would be done she was not available to remove screens in November so we could not access and clean the vent then. So the property management company asked us to come back and do her unit special since it was not done with all the others. We came out and found she had removed the screen, so we put a ladder up to the railing to climb into the porch. A step ladder was carried up and set inside the porch to provide a step down when climbing over the porch. As you can see from the attached picture, the cat perch is no where in site anywhere hear the railing. To clean the vent, one of the louvers had to be removed and when we did, we found the plastic was old an rotted and the louver could be reinstalled and a new cover was needed. The vent lint was cleaned, the lint vaccumed up and technician left. He did not install a new vent cover at that time because it is on the exterior of the building and since we do not carry the same style we wanted to discuss with the property manager before installing a cover that looked different - standard operating procedure. The technician went on to other jobs he had that day and reported all of this to me at the end of his day. We did not have time to contact the property manager and review the days events before the customer returned home. Had she been there when we provided service we would have of course explained the situation to her. When she returned home, she of course called the property manager about the vent cover and the cat perch and this was before we had a chance to contact the property manager. The property manager contacted us and wanted a new cover so we went right back and put one in. However the technician is adamant he in no way touched the perch and knowing him as well as I do, there is not reason not to believe him. And when he went to put the cover on, the customer was there and did not say anything to him about the cat perch. Also I would point out that the other vents were cleaned the same way with no complaints at all. And once again, this person did not hire us, the property manager did - not sure if that is relevant but think it should be stated.I have been in business since and have a spotless record for customer service and that would not be the case if I let things like this happen. Sorry I did not reply sooner but the email went to spam folder. *** *** - Owner Middlesex-Essex Dryer Vent Wizard

I was mistaken it was October. Here is my final statement:On September 28th 2017, we signed an agreement with *** Management of Nashua NH to clean the dryer vents for units located at the *** II complex in Nashua. The agreement stated we would clean all the dryer vents from the outside with compressed air with no need for residents to be present. The dates scheduled were October 23rd and 24th with rain dates of October 30th and 31st.On October 9th 2017, *** informed us there were units that needed “special” attention: Unit due to a special dyer vent configuration, and this customers unit *** since she has an enclosed balcony and she needed to provide access to clean her vent. *** informed us both would be available on the 23rd for use to take care of them first.On October 23rd we were on site ALL DAY cleaning vents and got about half the complex done. We stopped by both “special case” units *** & ***(this customer). Unit *** was there and was serviced, unit ***(this customer) was not available and we were unable to service her unit that day since her balcony had screens preventing access. IF she was home all day, why didn't she come out and find us? We were readily available on site ALL DAY.On the second day October 24th, it was raining so we contacted *** property management to let them know we would not be there but would return to complete the work the first rain date of October 30th & 31st. On October 29th I emailed *** that due to a forecast of rain on the 30th that we would instead come back on the 31st to complete the work. On October 31st we returned to complete the work. We attempted again to access this customers unit(***) but she was not there and the screens were still blocking accessWe finished servicing all other remaining units and a status report was sent to *** Property Management noting that all vents were serviced EXCEPT FOR THIS CUSTOMER (***). To be clear, at no point during this time did we have any direct contact with this customer. All communication and agreements were through *** Property Management and other than being told by *** that *** would be available on the 23rd, no special appointments or arrangements were ever setup between us and this customer. And this customer has never hired us or paid is directly for any service.As for the cat perch, I reiterate the picture I sent of the ladder positioned on her balcony after the cleaning, clearly shows no cat perch by the railing. If my tech had used it as a step and then left it by the railing as the customer claims, it would have been visible in that picture - but it was not. And again I will note that it is odd that the customer did not mention anything to the technician about the cat perch when he returned to replace the vent cover