United Pro Clean

Review: Hello,Thank you for taking the time to help me.I purchased a [redacted] from United Pro Clean for home duct cleaning, including dryer ducts. On the offical website it shows how they clean the ducts with a vaccume and video camera. I called the company to find out details...everything they mentioned about the services online was confirmed. I was told to purcharse the [redacted] and call back to schedule.I did the same day. I paid $49 for the [redacted]... The appointment was set up for Thursday, February 27th. My husband was home to assist the service tech. They called me at work to confirm what was to be done that day.I spoke with the service tech on the phone while he was at my house. I reconfirmed he would be cleaning the ducts and he was also scheduled to clean our carpet in the bedroom and clean the upholstry on our couch.While I was the one person who scheduled the appointment, paid for the [redacted], talked with the tech at my house and reconfirmed services...I was not at the house the day the tech came out to my house. My husband was told by the tech the vents were clean and did not need to be serviced. The tech did not even open or look in the vents!!!!!!! He offered to spray an antibacterial solution in the vents to help with dust mites. NO VACCUMING/CLEANING OF THE DUCTS WAS DONE!! I called Friday, 02/27/14 to ask whow the vents were cleaned if no one even looked inside...they said someone would call me back on Saturday, March 1st.No one called. NO one called Monday, March 3rd. I called to follow up today, Tuesday, March 4th. I was told that no one would come back to clean the vents for no charge. Even though I paid $49 to have them cleaned! They said if they came back they would charge me $1??.00 for the spray they put in the vents. After all this...MY ducts were not cleaned. I feel this is terrible customer service. On top of everything, they don't even care Im upset that what I scheduled for wasn't done.Desired Settlement: FULL REFUND $259.00

Review: On June 11, 2014 this company sent a technician to our home who needed to examine our heat/air unit before cleaning our vents - he did not put the door back on correctly which caused our unit to shut down completely - we had to have a service man come out to put it back correctly, charging us $65.00. I called the local individual Timur T[redacted] at ###-###-####, explained what had happened, he asked me to send him the invoice from the service Co. which I did immediately, after calling him the next day since I had no return call from him even though he promised he would call me back he assured me that the company would send me a check for the $65.00. Waiting over 2 wks a check finally came in the mail for $39.00 - I called Mr. T[redacted] again, he assured me again it was a mistake and he would be sure the company sent the balance owed - Have never heard from them again. Called them today, Mr. T[redacted] could not have cared less that I had not been reimbursed.Desired Settlement: I would love to see a company like this not be able to do business in the US or do these types of things to customers - I believe the tech who came to my house should have at the very least apologized but that won't happen. This company does not care

Review: I recently purchased a “One whole-house duct cleaning package, a $350.00 value, from [redacted] for $39.00." Your company, United Pro Clean, was the company that was to perform this service. The [redacted] read: “Air-Duct cleaning with dryer-vent cleaning (89% value).” “Includes unlimited supply vents, one main duct and one return, and cleaning of the dryer vent from dryer to outside (up to 5 feet).”

In May, I followed the on-line instructions and called the telephone number listed on the [redacted] for my appointment. I was given a date of Wednesday, July 02, 2014 as the service date. When that day came and no one from Pro Clean called or showed up for the appointment, I called Pro Clean and asked about whether the appointment was still scheduled for that day. I was told that my service appointment was July 7th and that a technician would call one half hour before their arrival.

On July 7th, a technician did call to tell me he was running behind. Instead of arriving at my home between 8:00 and 10:00 am, he would be able to arrive about 12:00, noon. When Aaron arrived, he asked a few question about the length of time it had been since my ducts had been cleaned. From my responses, he quickly began to try to sell me other services. A deep clean was suggested. Also sanitizer was suggested for three (?) ducts and cleaning of the a/c & furnace unit (coil, blower motor, etc.) for a total of $385.00. When I showed no interest in these additional services, Aaron quickly offered to do the $150.00 furnace cleaning at no charge since there had been a mix up in my scheduled appointment. So was he saying that the 2nd of July had indeed been originally scheduled? Again, I asked him to only perform the whole-house duct cleaning that I had paid for and nothing more. At that point, Aaron offered to use the sanitizer at no charge and reduce the air duct cleaning to $90.00. Now, I am confused, because I thought I had already purchased an air duct cleaning of the whole house! Why would I be charged for what I had already purchased?

Aaron began to perform the service by vacuuming out the supply vents (except for the one in the front of the den, which he overlooked)and the hall way return with a shop vacuum which did not seem to reach very far into the vents. He then went downstairs and drilled two holes into the return and “cleaned them”. Afterwards, he securely plugged the holes. When I asked him about the dryer vent, he said it was clean and didn’t need any cleaning. All in all, the cleaning process took about 30-45 minutes. Again, Aaron showed me the main duct and told me to give him a call if I changed my mind about getting it cleaned. He performed no service on the main duct (there is only one--not two additional as listed on the work order form).

After Aaron left and I reviewed the service visit, I became very disappointed in the amount of service that had been provided. I called [redacted] and briefly informed them of my dissatisfaction. They immediately offered to refund my $39.00 which I appreciated. Clearly, I would not have even spent $39.00 for a company to vacuum the supply vents and “clean” the return. What happened to the $350.00 value package? The United Pro Clean’s home office was called and I voiced my complaint about the confusing advertising and the service performed. I was told to call Ken, a manager @ ###-###-####. I did place a call to Ken. I left a message. It has yet to be returned.

To make matters worse, after Aaron left, the air conditioner began to put out only slightly cool air and not much of a flow. By the next afternoon (Tuesday, July 8th) my house had reached 85 degrees! The unit’s thermostat was still set on 76 degrees (our normal setting). I called the United Pro Clean number given on the [redacted] which is in Maryland. I told them that my a/c unit had not worked correctly since Aaron’s appointment. I was instructed to call Tim @ ###-###-#### and that he would take the necessary steps to resolve my issue. I called Tim and left a message. It has yet to be returned. I called Pro Clean’s home office once again and told them that I had to leave messages, which was unsatisfactory. They gave me Aaron’s phone number which I called and left a message. An hour or so later, I called Aaron again. At this time he answered and told me that he had not received my first message. After explaining the a/c issue, he offered to come back to my house that evening. Upon arrival, Aaron was quick to explain that nothing he had done caused our problem. His guess was that the unit was low on Freon and therefore not cooling properly. When I disagreed with him, he began to take the cover off of the return. There he found that the coils were completely clogged! He admitted that some of the clogging dirt was from where he had cleaned the return. After he cleaned the coils, the a/c unit began to cool once again. Aaron advised us to get the unit professionally cleaned.

At this point, I told Aaron of my dissatisfaction with the work performed. I tried to explain to him that I had bought a $350.00 valued package not a $39.00 value package. He said that I did not understand how the coupon works. He said that when he goes to a house where the $39.00 had been purchased, that he wouldn’t do “all that work”. I told him how confused I was because he had not done any service to the main duct. He told me that I would not get that service with the coupon I purchased. I once again read him the [redacted] ad. He once again argued that $39.00 doesn’t cover all of that work. He said that when he goes to a house where he home owner gets upset about the added service amounts cited, he just offers them their $39.00 back and leaves! Once again he informed me that no one gets all of that work done for $39.00. To get the air duct cleaned, it would cost more money. I don’t think that Aaron ever understood my point.

Once again, the ad clearly states one main duct would be part of the service. Also, on the contract Aaron filled out, he listed 1 additional opening and 2 additional mains could be cleaned for the $175.00. My house only has one return and the ONE main duct. He said that to clean the main, he would use a big machine for the cleaning. When I said that I had expected him to have used that on my house, he again told me I didn’t understand how the coupons work.

I am extremely disappointed with United Pro Clean, their confusing advertising, lack of communication and unprofessionalism. The service performed fell very short of the advertised cleaning description.

I appreciate [redacted] for standing behind their ethics and guarantees.Desired Settlement: The company should stand behind what they advertise and do the work stated for the amount of the coupon ([redacted]).