US Air Duct & AC

RE Complaint #***
Dear *** ***,
*** and *** ***
have sent USAIR a letter of complaint that was received on October 1,
2015. Allowing us no time to respond to
their request, they have also submitted this claim.
The
customer is indicating
that there was no mold test performed, but there was a mold “swab” test done
prior to work beginning. The signatures
on the original invoice in our offices, signed by *** ***, indicates
that he “has inspected the work completed and found it to be complete and to my
satisfaction.” There is also a
handwritten document by *** *** that indicates his satisfaction with the
job done using the comments, “Very professional, timely, cordial, efficient.”
If there was a problem with some
cleaning not being done, we are happy to return to inspect and correct any
deficiencies in workmanship as is our policy stated on the reverse of the
invoice also signed by *** ***
Sincerely,
Mary L***
USAIR Duct and A/C LLC

[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: ***
I am rejecting this response because:MsL*** fails to realize that I initially rejected the serviceI was lied to and told not performing the cleaning would jeapordize the new systemI was told the service was needed even if I replaced the A/CWhen installing the new system, at a later date, I was told of the lieI guess having her employees lie about the need for service is accepted practice at USAIRAfter all, why would I pay $1,only to replace my system several weeks later?
Regards,
*** ***

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*** ***
4:PM (hours ago)
tome
Complaint#***
*** ***,
Please see the attached letter sent to the customer in response to her letter to USAIR. The physical address for our offices is on the reverse of her invoice
Please let us know if you require further information
***
USAIR Customer Care
*** *** ***.docx

Dear Ms***,
Mrs*** made her 1st appointment with our
company for Nov 29, 2015. As a technician Is not assigned to an
appointment until the day of service, her claim to have not been contacted is
not valid. If she was able to call a technician, it was only because he
had made an attempt to contact her for her appointment. Our crew,
in fact two different crews, attempted to service her and called her a few
timesWhen she didn’t pick up they were sent to their next appointmentMrs
*** then called our incoming call center and her appointment was
rescheduled for Nov 30, however the representative that spoke to her
unfortunately didn’t save the new appointment date in the system therefore the
new date never appeared in the dispatch department. In a phone
conversation with Mrs***, I advised her about the way our computer system
operates and apologized for the hardship caused to her by no intent of oursA
new day was then selected for the appointment for Dec 6, with the note
that she will not be home before 2pm
On the actual appointment day, December 6, after talking to
Mrs***, I checked with the dispatch department and was advised that the
technician was about an hour away when he tried calling her to advise that he
would actually arrive to her home after 2pm. The technician was advised
by her that the appointment was canceled
When I reported this to Mrs***, she got aggravated and
proceeded to tell me what her opinion of our company was and that she will
start complaining everywhereAt this point, I wished her a nice day and said
goodbye because I did not care for the tone of her voice and the nature of her
language.
.
Sincerely,
Mary L***
USAIR Duct and A/C LLC

[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: ***,
I am rejecting this response because: they did not perform any of the services
that were listedThe technicians came set up a vacuum like machine in the
living and went outside and smoked cigarettes back to backThey came back
inside of my home about minutes after being outside and causing a circuit to
blow from too much electricity running through the plug they had hooked the
machine up toThey went into my basement, supposedly stated that they were installing
a new filterThey came back upstairs give me a paper to sign that did not have
any dollar amount listedThey asked for my credit card and stated it was
standard procedure to have a credit card on file but that they were not
charging my cardAs the receipt they provided me has no dollar amount listed
to be chargedA few days later, I was checking my account balance and saw a
transaction for $from this companyI called the company and Mary answered
the phone but gave a different name and indicated that the owner
"Mary" was unavailableIt was not until I filed a complaint with the
Revdex.com that I received a call back from Mary
This company has multiple claims listed against them as they have been sued
multiple times for their dishonest practices and fraudThey have multiple
complaints on Rip-off Report, Revdex.com, and terrible reviews on ***, ***, *** ***, and many other sites that consumers use to give reviews on companies
My granddaughter spoke to “Mary” because I was too upset to
speak with her as I feel that her company took advantage of me because of my
ageMary was told not to call my house back and she repeatedly called back
when told not to call
I want my $back for services that they did not ever
performIf I do not receive it back, I will be seeking legal action like many
other consumers have done against this company and won
I do not know how a company like this one is still allowed
to be in businessThere’s NOT one positive review about this company anywhere
They seem to prey on the elderly and females from every complaint, lawsuit, and
review I have read
Regards,
*** ***

Dear *** ***,
With reference to the complaint
made by *** ***, the technician arrived on December 2, at the
customer’s request using one of our promotional coupons. The technician provided an estimate for a
full service cleaning with chemical treatment for the entire HVAC system. This included a year warranty for chemical
retreatment of the system every six monthsAfter receiving signed approval on
the USAIR invoice (copy can be provided) the technician and his helper
completed the authorized work at the estimated price as written on the invoice
At the completion of the work, the customer signed that everything was complete
and to his satisfactionThe customer is not forced or asked to sign an invoice
without the amount listed. The customer
also receives a carbon copy of this same invoice that will verify that the
amounts are listed
At the conclusion of the job, the
customer also provided a hand written comment saying, “Excellent service and
mannerly, honest and an asset to your companyHighly recommended with great
qualifications.”
We understand when we are asked
to return to investigate and inspect areas that may not have been completed to
the customer’s satisfaction. It is
written into the contract that the customer signs saying we will return to
inspect and/or correct any inconsistencies within the scope of work performed
on that day. We have asked this customer
for this opportunity and we have been refused access. While we have been considering the need for a
partial refund due to work not performed, we can not follow through without the
opportunity to inspect the situation
Sincerely,
Mary L***
USAIR Duct and A/C LLC

The ad is very misleading They do not cover the returns Called the customer service Jean was extremely rude Asked to talk to the supervisor, she said nobody is there I asked who she will call if there was an emergency, she said Asked who she would call in case of operational emergency, she said" that is non of your business" Left a message for the manager Will never work with this company Technicians were nice and felt bad about the situation Horrible customer service

[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: ***
I am rejecting this response because:
One again, and let me be very clear, USAIR DUCT crews did in fact contact me on November 30, via both my home and cell phoneI never denied that they calledHowever, the issue is, they called hours before my appointment time, which was scheduled between 4PM - 7PMThe calls came in around or soNot sure of exact times on the 30th, but I can certainly provide call logs! Once calls were returned to them, there was NEVER any answerTherefore there is no need for the following statement , "Her claim to have not been contacted is not valid. If she was able to call a technician, it was only because he had made an attempt to contact her for her appointment. Our crew, in fact two different crews, attempted to service her and called her a few timesWhen she didn’t pick up they were sent to their next appointment." You are correct, crews contacted me, just hours before my appointment and when I attempted ro return the call(s), no answer on the mobile line and I left a message (initially) on the business line, as indicated in my first written complaint. The information written in this message is just about the same information written in your first responseAgain, no resolution has been offered other than making excuses for the unprofessionalism demonstrated by this companyAgain I spoke to noone at all on December 6, In fact as mentioned in my first complaint, this time around (on the 6th), they didn't even call my mobile phone at all, which is the number I asked that they call me on when I rescheduled the appointment with the supervisor/owner/directorThey called my home number way before 2:PMThe claim is that the crews spoke to me on the 6th, negative, I wasn't even home before that 2:00PM timeframe remember? LiesIf you're going to lie, you're going to need to keep up with the details of the lies! Let's just be honest, there was never any intent to service my home on November 30th and/ or December 6th On December 6th, your technicians called my home phone before 2PM, and they were specifically told not to call or show up prior to They did not leave any voicemail messages, as most businesses would doWhen calls were returned, there was no answer Again, fraud! "Integrity is not being ashamed of your reflection."
Regards,
*** ***

RE Complaint #***
Dear *** ***
With reference to the
complaint from *** ***, an appointment was made in response to a coupon
he received for $89. As is our
procedure, our experienced technicians do a quick evaluation and inspection
on
the HVAC system. If mold is found, a
test swab can be performed onsite to confirm these findingsThe technician,
after his examination, made these offers to help with the situation as he had
found. It is always up to the customer
to accept or decline these offers. Upon
declining the offer, the technician went about doing the work offered on the
coupon, which included basic air duct cleaning, electrostatic filter, basic
dryer vent cleaning and system inspection.
As previously stated, the technician did an evaluation and inspection of
the HVAC system. The electrostatic
filter has been ordered and should arrive in 10-business days. The basic dryer vent cleaning is for the
flexible hose portion of the dryer vent.
The air duct cleaning is a basic cleaning of loose materials in the duct
system. It is not the type of cleaning
done with a rotary brush and does not include the other items pre-printed on
our invoice (none of which are listed anywhere on our advertising)The debris
referenced by this customer must have been stuck to the walls of the vents and
would not come loose with the basic air duct cleaning
Sincerely,
Mary L***
USAIR Duct and A/C LLC

Dear *** ***,
In a phone conversation with
*** *** yesterday, I offered to once again schedule an appointment for
the warranty service. This is not the
first time that anyone here has offered to schedule this appointmentDuring
the conversation yesterday with
*** ***, I also offered a 20% refund
for the inconvenience she feels she has suffered
We are not refusing to
schedule this warranty appointment, but we are not offering anything more than
a 20% refund
Sincerely,
Mary L***
USAIR Duct and A/C LLC

[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: ***I am rejecting this response because:
You basically responded with the same exact explanation, this wasn't acceptable the first timeYour advertisement and what is explained and what your "technicians" do isnt the sameLike I stated earlier if I wanted to use a house vacuum on my vents I could do that myself, I'd also like to know what qualifications either of your so called technicians have to tell me I have mold and need a 2,cleaningThey never tested for any mold or offered a test, what are their qualifications ? Experience? Training? Also they never used the vacuum on any of the returns in my house which are also considered ventsI'll be posting reviews of this service to other websites to warn people of these practicesRegards,
*** ***

Dear Ms***,
face="Calibri" size="3">Mrs*** made her 1st appointment with our
company for Nov 29, 2015. As a technician Is not assigned to an
appointment until the day of service, her claim to have not been contacted is
not valid. If she was able to call a technician, it was only because he
had made an attempt to contact her for her appointment. Our crew,
in fact two different crews, attempted to service her and called her a few
timesWhen she didn’t pick up they were sent to their next appointmentMrs
*** then called our incoming call center and her appointment was
rescheduled for Nov 30, however the representative that spoke to her
unfortunately didn’t save the new appointment date in the system therefore the
new date never appeared in the dispatch department. In a phone
conversation with Mrs***, I advised her about the way our computer system
operates and apologized for the hardship caused to her by no intent of oursA
new day was then selected for the appointment for Dec 6, with the note
that she will not be home before 2pm
On the actual appointment day, December 6, after talking to
Mrs***, I checked with the dispatch department and was advised that the
technician was about an hour away when he tried calling her to advise that he
would actually arrive to her home after 2pm. T he technician was advised
by her that the appointment was canceled
When I reported this to Mrs***, she got aggravated and
proceeded to tell me what her opinion of our company was and that she will
start complaining everywhereAt this point, I wished her a nice day and said
goodbye because I did not care for the tone of her voice and the nature of her
language

RE Complaint #***
Dear *** ***,
As is our procedure,
our experienced technicians do a quick evaluation and inspection on the HVAC
system. The technician, after his
examination, made offers to help with a situation he had found. It is always up to the customer to accept or
decline these offers. Upon declining the
offer, the technician went about doing the work offered on the coupon, which
included basic air duct cleaning, electrostatic filter, basic dryer vent
cleaning and system inspection. As
previously stated, the technician did an evaluation and inspection of the HVAC
system. The electrostatic filter has
been ordered and should arrive in 10-business days. The basic dryer vent cleaning is for the
flexible hose portion of the dryer vent.
The air duct cleaning is a basic cleaning of loose materials in the duct
system. The debris referenced by this
customer has now changed to a wrapper found near the vent. We did investigate this with our technicians
and they have no idea where that might have come from and are not in the habit
of carrying such items to the job site
Sincerely,
Mary L***
USAIR Duct and A/C LLC

Dear *** ***,
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In a phone conversation with
*** *** yesterday, I offered to once again schedule an appointment for
the warranty service. This is not the
first time that anyone here has offered to schedule this appointmentDuring
the conversation yesterday with *** ***, I also offered a 20% refund
for the inconvenience she feels she has suffered
We are not refusing to
schedule this warranty appointment, but we are not offering anything more than
a 20% refund
Sincerely,
Mary L***
USAIR Duct and A/C LLC

RE Complaint #***
size="3">
Dear *** ***,
With reference to the
complaint made on behalf of *** ***, the technician arrived on March 16,
and provided an estimate for our basic service with the installation of an
ultra violet lamp. After receiving
signed approval on the USAIR invoice (copy can be provided) from what we were
lead to believe was the consenting adult, the technician and his helper
completed the authorized work at the estimated price as written on the invoice
for which the customer also signed that everything was complete and to her
satisfaction. We later received a call
from the customer’s daughter telling us that her mother was not able to consent
to this work or authorize signature on a credit card in her mother’s name.
We offered to come and
uninstall the UV lamp, but we would only issue a partial refund that would
cover the installation and removal of the UV lamp and the basic air duct
service less a 10% senior discountThe
refund was issued in the amount of $the next day when the unit was
removed.
As far as the UV lamps are
concerned, many government offices use these to provide UV light in the
prevention of mold and bacterial growth in the HVAC system’s of their
buildings. They are proven to perform
the service of sanitizing the air. If
two other companies have found or provided an alert to the presence of mold in
the HVAC system, then we would suggest that this customer find a test kit for
this purpose. If three companies are
pointing this out, there must be some kind of a problem
Sincerely,
Mary L***
USAIR Duct and A/C LLC

Dear *** ***,
With reference to the complaint
made by *** ***, the technician originally performed extensive cleaning
services on June 23, 2015. At the time
the cleaning services and chemical treatment were performed, the customer was
offered a year warranty
which covered the chemical retreatment of the HVAC
system at month intervals. Clearly
stated on the invoice below the customer’s signature it says “Warranty $
Travel Time.” The customer has also
complained directly to us that she refuses to pay this amount. We are willing to come back and do the
chemical retreatment with the travel fee, but we do not have any warranties
against dust. Our coupon services are
offered so that folks can take advantage of the inexpensive maintenance
cleaning that should be done once every months according to industry
standards
Sincerely,
Mary L***
USAIR Duct and A/C LLC

Attached are the reports from Atlantic Duct Cleaning Below is also a copy of the email from Atlantic Duct Cleaning and come with the reportsDave D***
Sep to me
*** ***, it was a pleasure meeting you last weekI have attached reports in regards to the duct cleaning that was performed at your homeAs you can see from the pictures, there was no attempt to clean the duct systems properly if at allIf you have any questions regarding these reports please feel free to call me
Thanks
Dave D***
SrProject Manager

RE Complaint #***
size="3">
Dear *** ***,
With reference to the
complaint made by *** ***, according to the invoice he signed everything
was completed and to his satisfaction. Since
a different company was hired to install the new unit, we had no way of knowing
whether the air ducts were compatible or not.
When mold and mildew is present in the air duct system, a cleaning with
chemical treatment must be performed. If
this is left untreated, then the customer is breathing in these spores and it
can cause many health issues
If the customer knew that the
air ducts were going to be replaced, then he should have declined our offer to
clean them and not signed the invoice where it indicates that the service was
complete and to his satisfaction
We ask that you encourage the
customer to follow our dispute resolution, as agreed to by their signature on
the reverse of the invoice
Sincerely,
Mary L***
USAIR Duct and A/C LLC

[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: ***
I am rejecting this response because:
They are liars and not accommodating at all! On the contraryAll the times I have called they REFUSE zoo accept my calls The first service was completed in June I noticed in September that they had not called me yet to schedule my service yet so I called on my OWN Gene picked up the phone Sepember and I told her in passing that it is illegal to take an imprint of a credit card as the new laws have passed At that point Gene became angry and hung up the phone on me I called back and yelled again and said she is NOT scheduling my service appointment and that I can call back on Wednesday when Mary is backObviously, Gene has no customer serviceAt that point I decided that I did not want to deal with this company ANY LONGER They have horrible customer service.
I spoke to Mary and she told me on September 16th that they had updated there computers and had forgotten to call customers which I find poor customer serviceFurthermore, I have tried to call multiple times the ###-###-#### and they never pick up my calls!! Do you call that accommodating and great customer service?? I do NOT!
There reviews are horrible as I have readMary did send me a letter dated November 16th which I find a slap in the face I did nothing wrong.
All I want is my full refund and to never deal with US AIR A/C
I hope that you can see the frustration I have been through and that someone investigates this companies fraudulent activities
Regards,
*** ***

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Jean K[redacted]
4:PM (minutes ago)
tome
RE Complaint #[redacted]
Dear [redacted],
With reference to the complaint made by [redacted], according to the invoice she signed everything was completed and to her satisfaction. We were not made aware of any problems or issues with the thermostat until the end of March/beginning of April when we were first approached for a refund request. If she would have informed us at the time the irregularities originally occurred, we would have been able to come out and check to see what was going on
USAIR was never notified that the customer had felt cool air and not warm air coming from the vents only hours after our technicians had left. We were not notified that the heating level in the home was uncomfortable until after the refund request was made. Instead of notifying USAIR of the problems, the customer called another company to come and do work therefore voiding the service warranty with USAIR
Had the customer notified USAIR of the irregularities at the time they first occurred, we would have returned to investigate. USAIR was never given this opportunity
Sincerely,
Mary L[redacted]
USAIR Duct and A/C LLC