US Air Duct & AC

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 Complaint: [redacted]
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, 2015 via both my home and cell phone. I never denied that they called. However, the issue is,  they called hours before my appointment time, which was scheduled between 4PM - 7PM. The calls came in around 12 or so. Not sure of exact times on the 30th, but I can certainly provide call logs! Once calls were returned to them, there was NEVER any answer. Therefore 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 times. When 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 response. Again, no resolution has been offered other than making excuses for the unprofessionalism demonstrated by this company. Again I spoke to noone at all on December 6, 2015. 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/director. They called my home number way before 2:00 PM. The claim is that the crews spoke to me on the 6th, negative, I wasn't even home before that 2:00PM timeframe remember? Lies.... If 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 2. They did not leave any voicemail messages, as most businesses would do. When calls were returned, there was no answer.  Again, fraud! "Integrity is not being ashamed of your reflection." 
Regards,
[redacted]

RE Complaint #[redacted]
 
Dear [redacted],
 
With reference to the
complaint made by [redacted], had USAIR been notified of any of these
irregularities that she is describing in her letter (thermostat condition,
cooler than normal air blowing through vents) we would have been happy to
return and diagnose the problem.  [redacted] did not notify USAIR of these issues until a month later.  Since the thermostat was giving an unusual
reading and the air blowing through the vents was cooler than normal occurred
immediately after service was completed, USAIR should have been contacted at
that time.  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

RE Complaint #[redacted]

size="3"> 
Dear [redacted]
 
With reference to the
complaint from [redacted], an appointment was made in response to a coupon
he received for $89.  As is our normal
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 findings. The 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 10-14 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[redacted]
USAIR Duct and A/C LLC

September 24, 2014
Dear [redacted],With reference to the complaint made by [redacted], we have been in touch with this customer prior to submission of this complaint and offered to return to her home with a different team to evaluate and redo an deficiencies in the work completed....

This customer has denied our offer.Management has provided a partial refund on the work completed, but since we have been denied access to evaluate further we are unable to make a full refund. The NADCA offers a recommendation of standards, but these are not requirements of any service company. The company providing the estimate is only presenting its recommendations and those of the NADCA. No one is obligated by law to follow these guidelines. The NADCA is not a federal government entity and therefore has no authority to decide or dictate industry standards for treating or cleaning the HVAC system. The estimates furnished by other companies do not reflect any of the work that was done initially.
The customer was provided with an estimate of our services prior to work beginning. If they did not wish to have these services performed, there is always the option to say no.
Sincerely,Mary L

[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:I initially declined the cleaning on the basis that my system was going to be replaced.
I was told that if I did not perform the cleaning, my new system would be infected.
Using that false information I agreed to perform the cleaning and did sign off.
It was only after replacing my system that I realized I was lied to.
As a matter of reference, the technician wrote a quote for a new system installation on the invoice.
This documents that we did in fact have a conversation about installing a new system.
Finally, as I became more informed, I doubt a true "spore" cleaning can be safely done in under an hour.
The service was a sham, and the company perpetrates this activity?!?
Unbelievable.
Regards,
[redacted]

Roman">RE Complaint #[redacted]
 
Dear [redacted],
 
With reference to the
complaint made by [redacted], according to the invoice he signed the technician
provided the estimated services of $1832. 
The services performed included air duct cleaning, sanitizing and mold
treatment with chemical application and dryer vent cleaning.  These services are well beyond those outlined
on the coupon.  He signed the invoice
(copy can be provided upon request) indicating that he approved of the
completion of the work and signed again to say he was satisfied with the work as
it was completed.  If he did not want
this work done, then he should not have approved it on the day the service was
completed.
 
We have no other record of
contact from this customer and no request for the list of chemicals that we
use.  This list can only be furnished by
our offices at the customer’s request.
 
We ask that you encourage the
customer to follow our dispute resolution, as agreed to by his signature on the
reverse of his invoice.  If he had
notified us by phone, letter or email that he had questions regarding the chemicals,
we would have been more than happy to send the list to him.
 
 
Sincerely,
 
 
[redacted]
USAIR Duct and A/C LLC

RE Complaint #[redacted]
 

size="3">
Dear **. [redacted],
 
With reference to the
complaint made by **. [redacted], according to the invoice she signed the
technician provided the estimated services of $250.  The service she had performed was an air duct
cleaning, sanitizing with chemical application and dryer vent cleaning.  He also left her with an estimate to further
clean the furnace and provide the same chemical treatment.  This part of the service she declined.  She also provided a recommendation for the
good work done by the technician and his helper.
 
According to the manufacturer
of the chemicals we use, this treatment will provide 6 months of mold and
mildew destruction to the surfaces where it is applied.  Any customer is welcome to obtain an emailed
copy of this list of chemicals at anytime, by request. 
 
She signed the invoice (copy
can be provided upon request) indicating that she approved the completion of
the work and signed again to say she was satisfied with the work
completed.  If she did not want this work
done, then she should not have approved it on the day the service was
completed.
 
We ask that you encourage the
customer to follow our dispute resolution, as agreed to by her signature, on
the reverse of her invoice.  We asked the
customer to follow this for the refund she was requesting when she called the
office as it is policy to have communications for refund requests in writing
via USMail, as indicated on the reverse of her signed invoice.
 
 
Sincerely,
 
 
[redacted]
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
In regards
to Ms. L[redacted]’s response, I want to make clear that my complaint is not related
to a service not being done.  The service for mold treatment and duct
cleaning was done on Jan 30, 14, as stated on my first letter to US Air
Duct. This complaint is related to the negligence of "how"
the service was done.  As I stated on that first letter, the technician
mistakenly left the outside unit breaker "off" (not tripped) after he
applied the mold treatment. 
This event
happened consistently with very cold winter seasons which lead me to think that
the changes in temperatures inside of the house and the "auxiliary
on" were caused by the winter. 
It wasn’t until I received my energy bill in Feb 18th that I
could notice that there was something wrong with the bill.  That’s when I called the energy company to
find out what happened.  When they confirmed
that everything was fine that’s when I contacted the HVAC professional to come
and check the unit to see what was causing my high energy bill.  Before he even touched the electric panel he
showed me the heat pump breaker “off” (not tripped off, it was turned off) and
after verifying the energy flow he turned back on.  This technician did not perform any
maintenance or treatments to my unit that may have interfered or void US Air
Duct’s job as Ms. L[redacted] expresses in her response.  All he did was noticing the breaker off and
turning it back on.   
After a
few attempts I finally got in touch with Ms. L[redacted] on March 6, 14, immediately
after I confirmed the cause of the high bill.
As an
average homeowner we depend on professional everyday to take care of different parts
of the house. In my case I relied on this company to do their job professionally.
 The reason I signed the invoice was, of
course, because they came, applied the “mold treatment”, vacuumed my air ducts,
and left. That was the service call.   Air started coming out through the vents again
so, for me, everything was working ok.  
I completely relied on this company to perform a quality job on my house.  I was wrong… 
All the
details of this complaint were explained to Ms. L[redacted] both on the phone and in
my two letters below:
First letter[redacted]
<<Ms.
L[redacted]:
Thanks
so much for contacting me back on March 6, 2014.  Per your request I am providing you with the
statement of what happened during the last service call to your company, US Air
Duct & A C, on Jan 30, 14 (AM) in my residence at 19031 Quail Valley Blvd,
Gaithersburg MD 20879.   
On
Jan 30, 14 a team from US Air Duct & A C came to my house to perform a
regular air duct cleaning and to apply a mold treatment to my A/C unit in the
laundry room (basement).  This will be
the 3rd treatment received during my 5 yrs. service contract with
your company which ends in 2015.  During
the mold treatment your technician shut off the A/C unit (like they regularly
do) directly from the main electric panel, which is right on top of the
unit.   While he is performing his duties,
I went upstairs to assist the other technician who was entering each room of
the house to clean/vacuum the air ducts/vents.
Once
the A/C team finished I provided the paycheck to the technician who applied the
mold treatment.  I signed the job order and
they left.   A few hours after the team
left, my roommate noticed that the vents were blowing chilly air in lieu of
warm air.  I went and put my hands on it
and indeed the air was not coming out as warm as usual.  I thought it might have been because the
temperatures were cooler outside and that’s why the thermostat was reading:
“Aux On” so often (which has never happened before, even during winter storms).
On
Feb 27, 14, I got my first electric bill and to my surprise, bill reflected a
consumption of _____kwz and total charges of $1,059.   This reflects an increase of ___ kwz on top
of my average ____kwz for the same period during last year.  I immediately contacted the electricity
companies (IDT and [redacted]) and complained about the bill. Their response was
that the meter was not reflecting any technical issues but my kwz consumption
was extremely high and abnormal to my average consumption.  They recommended having an HVAC expert to
check on the A/C and heat pump unit.
I
called the HVAC experts and they came over. 
After checking the cables he noticed one of the breakers on the electric
panel shut off. He tested the kwz on the unit and it was reading .44kwz.
Immediately he informed me that the outside unit (heat pump) might not been working
properly and that the internal unit was compensating all the heat, creating the
kwz to be so high.  We went out and yes,
the unit was completely off while the thermostat was reading the “aux on”.  We went down again and turn on the breaker
that was shut off.  He tested the kwz on
the cables again and from .44kwz it went down to .3kwz.  He explained that the heat pump unit had been
off all this time and that was the reason why the “aux” was coming up often in
an effort to heat up the house without the heat pump.  That was the reason for such a high electric
bill.  At that point I immediately
realized that the last person who worked the A/C was the technician from US Air
Duct & A C on Jan 30, and that he mistakenly left this breaker off after
applying the mold treatment. This mistake cost me $1,138.00 ([redacted] +HVAC
service call). My average bill for the same period has always been around $150.
(Please see attachments: [redacted] bills, HVAC invoice)
That
same day I started seeking legal advice to deal with the situation the fairest
way for both parts.  I also decided to
contact your company and asked for an easy settle and a fair deal that will
keep us both in good standing after this event. 
I expressed to you my desire to have US Air Duct & A C cover part of
the electric bill due to negligence.  All
I will ask US Air Duct & A C to do is to cover the difference between what
I would have paid on my average bill for this period and what I will have to
pay this month, plus the cost of the HVAC service call, which is a total of $988.00. 
I
would appreciate you consider my offer and help us both settle in a quiet and
fair way for both parts.  If you need to
contact me, please do so at:___________ >>>>
Follow up letter[redacted]
<<Ms. L[redacted]:
Thanks for taking my call on last Thursday, May 1, 14.  As discussed during our phone conversation, I
am putting in writing what we agreed upon that day. 
I have expressed to you my concerns about the misunderstanding on
your response letter about the circuit breakers being “tripped off” and about
the period of time from the time the event happened and the time I figured out
what the real problem was, and the main cause.  
To clarify this situation I decided to explain to you via phone
conversation that the circuit breakers were not “tripped off”.  They were in fact turned off completely and I
can have the HVAC professional to prove this statement as he was the one who
discovered the reason why the electricity consumption was extremely high. Also,
I clarified to you the reason why there was almost a month before I notified
your company about the events.  The
reason for this period of time was because there was no way for me to know
something was wrong until I actually received the electricity bill on the mail.  Following that, I immediately thought there
was something wrong with the meter.  This
led me to follow up with the electricity company. Once the electricity company
confirmed that the meter was in good standing and working conditions they
advised me to check on my A/C unit.  I
had to contact a private HVAC company and this was when they notified me about
the circuit breakers being turned off. (ref. my previous letter for more
details).
I want to emphasize that a person like me does not know anything
about A/C units or electric circuits. 
Customers like me must depend on specialized professionals like your
personnel at US Air and Duct cleaning to perform these types of works in our
homes.  When you mentioned in your letter
that your company cannot take responsibility of your technician’s mistake
because I had already signed and acknowledged that I had “inspected the work
completed and found it to be of my satisfaction” made me think twice if your
company is really a reliable one.  First
of all, I want to reiterate that I am not complaining about services provided. I
assume [now] the services were provided in each service call I have made to
your company during my 5 yrs contract.  What
I am requesting your company is to take responsibility for a mistake made by
one of your technicians which eventually cost me (your customer) a lot of
money, unnecessarily. For a non-professional like me, noticing the air coming
out of the vents that day meant that the job was done, as usual.  If your statement on the invoice means that
the customer has to literally inspect the work of the technician, you are
telling the customers your company is totally not reliable and the customer somehow
must have some sort of knowledge of the work performed and has to be present to
follow each step of the work being done in order to ensure quality assurance.  Otherwise, you will not take any
responsibility for negligence.
I understand you tried to explain how
the process was for customers to request a refund in these cases, and I
appreciate your efforts to convince me to accept a maximum of $50 because it
was in your reach and authority to approve immediately. But the reality is that
the negligence of your technician cost me a lot more than $50. Like I expressed
on my previous letter, it cost me a total of $1,138.00 ([redacted] bill +HVAC
service call).  However, all I am asking
your company is to cover for only the difference between what I would have paid
on my average bill for the same period and what I actually ended up paying on
the bill, plus the cost of the HVAC service call, which is a total of $988.00
(ref. my previous letter with supporting documents).  I will be responsible for my normal dues.
Looking at your ratings on the Revdex.com
(Revdex.com) I am not surprised I am dealing with this situation
with U S Air & Duct cleaning. It is clear in your Revdex.com profile that your
company is currently experiencing several issues with customers and the results
of those have not been very positive.   By
me calling them and bringing them in the middle your reviews will even go
lower.
I am not intended to take this issue
to higher levels, like you mentioned in our phone conversation.  In fact, that will potentially cost your
company a lot more in honorary and it will give me more room to ask for more
money. As I have expressed before, that is absolutely not my intention.  My sole intentions with these letters are not
to cause any hardship to your business, but to take responsibility with your
customers as a good standing business. 
That is the reason why I am asking to settle this by covering for the
expenses stated above.
I would appreciate you consider my
offer and help us both settle in a quiet and fair way for both parts.  If you need to contact me, please do so at_______>>
Regards,
[redacted]

Dear [redacted],

size="3">
 
With reference to the complaint
made by [redacted], 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 1 year warranty which covered the chemical retreatment of the HVAC
system at 6 month intervals.  Clearly
stated on the invoice below the customer’s signature it says “Warranty $39.95
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 6 months according to industry
standards.
 
Sincerely,
 
Mary L[redacted]
USAIR Duct and A/C LLC

RE Complaint #[redacted]

size="3">
Dear [redacted],
 
With reference to the
complaint made by [redacted], according to the invoice he signed everything
was completed and to his satisfaction when the technician departed.  He did call the next day and spoke to the
original technician and the Master technician. 
At the conclusion of their conversation, [redacted] admitted that he had
gone upstairs and removed the panel of the unit to look at the area pictured by
the technician.  When he went to put the
cover back on, he hadn’t put it in the proper position to activate the safety
switch that turns the unit back on.  We
offered to talk him through this process over the phone, but he insisted that
he could not go up there although he already had.  If we had returned, there would be a fee
charged for a service call since, to his own admission, we did not cause the
problem.  He was unwilling to pay this
fee.
 
With reference to the
pictures, our technicians routinely take pictures of units and air duct systems
to show a customer what is going on in an area the customer is usually not
willing to crawl.  Once these are shown
to the customer, they are deleted.  We do
not save a picture to show to someone else down the road.
 
Sincerely,
Mary L[redacted]
USAIR Duct and A/C LLC

Dear [redacted],
 
In a phone conversation with
[redacted] and a letter sent to her, 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
appointment. I also offered a 20% refund for the inconvenience she feels she
has suffered.  I have also advised her
that my work takes me out of the office frequently and when she calls she
should leave a message directly for me to respond as soon as I am in the office
to do so.  In this regard we are hoping
to avoid any misunderstandings.  I have
messages relayed to my phone on a daily basis and return calls as soon as I
possibly can do so.
 
We are not refusing to
schedule this warranty appointment, but we are not offering anything more than
a 20% refund. 
 
When [redacted] called
our offices yesterday and left a message, I immediately called her back.  She had mentioned that she was once again asking
for a full refund because she was moving out of state due to a work relocation.
I asked her to mail in a letter and provide proof of the relocation as
supporting documents.  She agreed to do
so.
 
This is our standard
procedure on any refund request prior to any consideration of a refund.
 
Sincerely,
 
Mary L[redacted]
USAIR Duct and A/C LLC

Review: There is a hidden/unexplained charge on the paid invoice for service on July 3, 2013. I was distraught about my air conditioning outage the day before my Fourth of July party and called US Air. They persuaded me to have my furnace serviced and air conditioning unit repaired at a cost of $1,442. The technician explained that the charge included a one-year warranty comprised of follow-up checks every six months. He left a label on the furnace duct with the dates "1/3/14" and 7/3/14." When I called to confirm the service check tomorrow (1/3/14), I was told that I should have called to schedule that date, despite the fact that the technician did not tell me that at the time of service (apologies from the office). In scheduling me, the Service Rep told me that here would be a travel time charge of $39.95, to which I expressed complete surprise! She then instructed me to look for a black box on my invoice containing the words "warranty $39.95 travel time." I did as she instructed, and surely enough, the words were there, without explanation. The technician failed to inform me that there would be a separate travel charge for warranty service. I thought that I had paid for everything.Desired Settlement: I do not think I should have to pay a $39.95 travel charge for warranty service, especially since there was no mention of a separate charge, not covered by the payment I made on July 3, 2013.

Business

Response:

[redacted]<[redacted]>

Review: They advertise air duct and dryer vent cleaning, and when they come out to

do the work, they pester you into buying a mold cleaning. They charge over a

thousand dollars for the mold cleaning, for mold that does not exist. They work

on every ones fear of molds to get you buy the cleaning. What they use is a wet dry vac to

do the cleaning, and said it would take 2 hours,but it actually took about 30

minutes.Desired Settlement: Total refund, accept for about $75.00, which is about

what the work was worth.

Business

Response:

[redacted]<[redacted]>

Review: We had an appointment scheduled with US Air for Friday between 12 and 4. At 9:45am the technician Gil called to let me know he could come earlier to perform the service. I told him that I wasn't going to be available but he insisted on coming early. I told him that I could be home at 11, he told me that he couldn't be at my house at that time. We then agreed I could try to be home at 10:30, I wasn't happy that I had to turn around and come home since I was 45 min away. He met me at the house and I showed him the air ducts and he asked me where my filter was. Part of the service was to replace my filter, so I led him into my attic to take a look. A few minutes later he came down with a piece of the foam seal from the evaporator access panel and told me that I had mold spores forming in my air vents and that I needed to get it sanitized. He said that the chemicals that he uses were organic and was called Baby Safe. I asked him the price and he told me that the service was $1800 plus the cost of the cleaning that was $119. At that point I woke up my husband, who was just coming off of working a midnight shift. Gil brought my husband up into the attic to show him the mold spores that he found. My husband didn't see mold on the seal from which Gil tore a piece from. He then showed my husband a small spatter of brown marks inside the unit which he claimed to be forming mold spores. He insisted to my husband and I that sanitization was the only option we had to prevent the mold spores from growing coming into our home and making our family sick. My husband wanted to research the mold spores and sanitation process but felt pressured into making and uninformed decision when Gil said he had to start right away because the process took 45 min and he had another job. He said that if we got the air ducts cleaned and didn't get them sanitized we would have to pay for them to get cleaned again if he came back to do the sanitization. At that point my husband asked me to call our family friend that installs air conditioners and ask about the mold spores and sanitization. Our friend recommended the sanitization so we told Gil to do it.At this point Gil hooked up what appeared to be a vacuum cleaning machine to our living room vent. He asked me to turn on my AC as he sprayed an unidentified green substance out of a spray bottle into the unit. He said the process took 45 min but he wasn't here that long. Before he left he told me that he couldn't replace my filter and that I would have to try to find one at [redacted]. After Gil left my husband inspected the vents and noticed that they were still dusty and dirty and the mold spores inside the unit were still there. Gil never removed and cleaned any vent cover in my home except for my living room. We were upset and felt like he ripped us off so we researched the sanitization process. We read on [redacted] that "Many HVAC repair and maintenance companies also offer air duct cleaning services, which typically costs $300 to $500" and the proper procedure that should be doneThe procedure was never done in our home. We are very angry and dissatisfied in the service and Gil our technician. He rushed me to be home for an appointment that wasn't scheduled, scared my husband and I into thinking that we needed to get a service we knew nothing about, pressured us into making a decision right away because he had another appointment and rushed thru and wasn't efficient with our air duct cleaning and sanitization serviceThis experience has been nothing but a nightmare and we are victims of a fraud. We requested a full refund and filed a credit card dispute claim against the company because the services we paid for weren't properly done due to the NADCA and EPA guidelines.Desired Settlement: After months of a dispute with the company and my credit card company that's still pending, I am looking for the balance of $700 refunded. The company has refunded a partial amount of $1091, but has chosen to dispute the remainder of the charge.

Business

Response:

September 24, 2014Dear [redacted],With reference to the complaint made by [redacted], we have been in touch with this customer prior to submission of this complaint and offered to return to her home with a different team to evaluate and redo an deficiencies in the work completed. This customer has denied our offer.Management has provided a partial refund on the work completed, but since we have been denied access to evaluate further we are unable to make a full refund. The NADCA offers a recommendation of standards, but these are not requirements of any service company. The company providing the estimate is only presenting its recommendations and those of the NADCA. No one is obligated by law to follow these guidelines. The NADCA is not a federal government entity and therefore has no authority to decide or dictate industry standards for treating or cleaning the HVAC system. The estimates furnished by other companies do not reflect any of the work that was done initially.The customer was provided with an estimate of our services prior to work beginning. If they did not wish to have these services performed, there is always the option to say no.Sincerely,Mary L

Review: The gentlemen ([redacted] & [redacted]) that came out to our home on 2/17/12, stated we were getting an air cleaning agent in our A/C system that would protect against mold and other harmful particles in our vent ducting and we were receiving their "premium" package for duct cleaning, which included a warranty for three years. [redacted] said they would come out each year and do a full inspection and duct cleaning of our A/C system (all for $1065). I called USAIR to have the warranty cleaning completed this year in February 2013, and when they got here the workers stated the warranty cleaning included a $40 travel charge, and that only an inspection and small spray cleaning of the coils would occur. I told them (and the office) I would not pay for the $40 travel fee, which they reluctantly agreed to, and let them know I would report them in as many forums as I could until I received an appropriate resolution. The gentleman that came out to our home lied about what I was getting, and I didn't find out till a year later.Desired Settlement: I would select "Finish the job"; however, I do not trust this company. Therefore, I would like a refund for at least half of the initial $1065. I believe this is more than generous, since only 1/3 of the work was actually completed as per the stated warranty.

Business

Response:

RE Complaint #[redacted]

Dear Sir,

With reference to the complaint made by **. [redacted], our technician arrived at his home initially on February 17, 2012 and performed a deep cleaning with mold treatment at a cost of $1063. **. [redacted] was also offered a 3 year warranty for follow up every six months to continue mold and mildew treatments. As stated on this original invoice, directly below his payment authorizing signature, this warranty treatment is associated with a $39.95 travel time fee. At the time of service, **. [redacted] also signed that services were “complete and to his satisfaction.”

After his first warranty appointment was scheduled and he was reminded that this travel time fee was due, he was offered a one time waiving of this travel time fee. He was reminded that this was for one time only and he would need to pay the travel time fee at any future appointment. This was back in February 2013.

Warranty appointments are not for air duct cleaning they are only for treatments of mold, mildew and bacteria.

Sincerely,

USAIR Duct and A/C LLC

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:

The warranty was misrepresented to me as a full service warranty. The technician stated personnel would come out annually (for three years) to repeat the initial service provided. The services are yet to be performed. As a customer, I feel deceived and misled for hundreds of dollars. I am requesting an appropriately prorated refund of at least 50% of the $1063 payment, which is reasonable since only a fourth or third (depending on how the company interprets a three year warranty) of the work has been completed.

Regards,

Review: .Through a promotion a purchased air duct cleaning and a lifetime reusable air filter for $79.99. When my air filter arrived to my home I noticed that it was smaller than I thought that it should be and it would not fit properly. I informed them that I was not comfortable putting the air filter into the unit because I did not want it to fall into the bottom of the unit because I would not be able to get it out. On 7/14/13 someone arrived at my house to take the measurements. He put the filter in and it appeared that it properly fit as it did not immediately fall into the unit. On 7/28/13 while in the area of the furnace I noticed that the filter had fallen into the unit. I called the company on 7/29/13 and stated my issue and the person that picked up the phone informed me that she would look into it and get back to me. I was contacted on 7/30/13 by someone from the company named [redacted] and she stated that because the tech had already been to my home and it fit properly I would have to pay $39.99 for the tech to come back out and measure again. I stated that it was not my fault that it didnt fall when he was there but I clearly told them that it was too small in the first place. she then said to me" ma'am if you were not down there when the technician put the filter in that is not our fault, you need to learn to be there when service is being done". That was unprofessional as well as an assumption because I was there when the tech was putting the filter in the unit. it is not my fault that it was not properly measured causing the filter to fall to the bottom of the unit. as of today I have an air filter that I paid for that I can not use. I should not have to pay $39.99 in order for them to ensure good customer service. When I called back and asked to speak to [redacted]'s supervisor she stat that she was not inDesired Settlement: I would like for a tech to come out ( and not the same that they have been sending) and properly measure so that I can recieve the merchandise that I purpchased or I would like a full refund.

Business

Response:

RE Complaint #[redacted]

Dear Sir,

With reference to the complaint made by **. [redacted], our technician arrived at her home initially on June 16, 2013 and performed a basic cleaning at a cost of $79 which included an electrostatic filter. **. [redacted] called again on July 12, 2013 to schedule a time for us to come out and check the filter that she said was not fitting properly. After some conversation over the phone, we scheduled a return appointment. We returned to her home, at no charge, on July 14, 2013 only to find that the filter fit into her unit. These electrostatic filters are designed to be consumer friendly and do not require a technician to install or maintain. They are meant as a permanent replacement to the paper filters that can be purchased at any hardware store.

When **. [redacted] called again on July 29, 2013, our computers were down and we were unable to reference anything from her previous visits and informed her that we would return her call. We returned her call on July 30, 2013 reminding her that we had been out to her home previously for this same filter problem. At that time, our technician had determined that the filter fit. She stated at that time that she was not “down there where they were working” and didn’t see it. She was then reminded that these filters are consumer friendly and she should have observed them installing it so she would be able to remove and clean it as necessary. She was then informed that we would return, but only after she had paid the $39.95 travel time fee.

**. [redacted] then proceeded to explain that it had fallen into a place that was unreachable by her. We again explained that we would come, but it would cost $39.95.

When she had called back about thirty minutes later and asked for a supervisor, the customer service supervisor was not in. She hung up without asking for a return call, a time when the supervisor is available or calling back later herself.

Sincerely,

USAIR Duct and A/C LLC

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:

I was in the area with the tech when he put the filter in place. There were two techs there during this process. Also as I stated the filter was too small to begin with and evidence of that shows because the filter is at the bottom of my unit. It not my fault that the tech made a too small filter fit or the moment. I understand that your company does not value customer satisfaction so I feel that you will not mind me sharing my experience via [redacted] and other forms of social media. I would hate for consumers to uninformed with the type of practices your company offers as customer service.

Regards,

Review: Usair came to my home on 12-29-13, I had a coupon for a basic cleaning of my air duct for $39.00, apon completion they charged my wife and I $83.68 and what's worse is they did not clean anything, had another company come do the job on 1-1-13 and I have pictures that show usair did not clean anything. I called to complain and get the over charged money back but was refused.Desired Settlement: I want a refund of my money.

Business

Response:

USAIR Customer Care

RE Complaint #[redacted]

Dear Sir,

With reference to the complaint made by **. [redacted], the technician arrived at the customer’s home on December 29, 2013 and was given authorization to perform basic services at the $79 rate since no coupon was presented to the technician on his arrival or prior to payment. The person present, not **. [redacted], signed the authorization and signed that “I have inspected the work completed & found it to be complete and to my satisfaction.” We also have a notation that the customer thought we had “done a great job.”

If we had done a great job, they were satisfied with the work completed and authorized charging the credit card, I don’t understand where there is confusion. If there were deficiencies in the work performed, then the customer should have called to advise us prior to having another company come out.

We are requesting that this customer follow our dispute resolution as stated and signed for by this customer on the reverse of the invoice provided.

Sincerely,

USAIR Duct and A/C LLC

Consumer

Response:

[redacted].[redacted].[redacted]

Review: The company billed me $450 for what they told me was a two-three hour job, that included a two year warranty. Under terms of the warranty, they said they would return each six months to "redo" the intensive work they were undertaking on June 7th.

I was not home at the time and could not inspect the work. Thus, the technician took and sent before and after pictures. These pictures were sent to me exactly 57 minutes apart. So the Three hour, $450 job took less than an hour. Then, subsequently, the manage told me there is no warranty associated with this, and they would not be back out in six months.Desired Settlement: Refund of $200 to a fair price for LESS than one hour's work of $250. If they do that, I will "release" them from honoring the warranty that I was promised.

Business

Response:

RE Complaint #[redacted]

Review: They failed to clean all vents in the house, damaged one vent which is now a hazard and I don't think they provided the mold treatment as discussed & paid for. I was working on installing new locks on the house so I didn't watch the work they performed.

Once they left the house is, when I noticed that the floor vent was damaged and they several vents were not cleaned. They were still sealed or had screws they were not touched.

I have called them right away and was told that they would send someone out. I also spoke with the technician who did the work and he said he would come over the very next day (Sunday). No one showed up, so I called again on Monday and was told someone was coming and once again no one showed up. When I asked about them cleaning the basement vent I was told by the technician that the basement vents were connected to the main floor vents. I later found out that they are not connected and they were also never cleaned.

The house I purchased last month, had been vacant for almost three years and since I was told that mold was in the duct & A/C system I assumed the technician was correct. Therefore I agreed to mold treatment at a discounted price of $1000. I didn't watch the technicians perform the work since I was installing new locks throughout the house and I can't even tell if this mold treatment was done. I am not sure that it was in fact performed since the technicians were only in the house about an hour.

I have pictures that will document the property damage and the work not performed if they are needed.

After several complaints they sent someone out to clean retreat my system however, they never did it since several ducts still needed to be cleaned.

This problem has been ongoing since the 12th of July 2013. They need to be put out of business.Desired Settlement: Since they fail to respond to e-mails, phone calls I would just like them to refund my money.

Business

Response:

Review: made an appointment for warranty checkup of mold control application and the service people did not come during scheduled times--TWICE

Will not return calls for remedyDesired Settlement: 50% refund of total price paid--penalties assessed against company--no further contact

Business

Response:

RE Complaint #[redacted]

Dear Sir,

With reference to the complaint made by [redacted], when our technician arrived at his home for the second time on May 4, 2013 even after receiving no answer to a phone call. The technician knocked on the door and after receiving no response, left the area. When we spoke to [redacted] on Monday, since our business office hours are Monday through Friday, we apologized for the delay in arriving and, he informed us that he saw the technician arrive, but did not answer the door to let him in.

We don’t understand why he would not accept the calls or attempts even though he was home. We offered and are happy to come to perform the warranty service, but the chemical treatment involved in the warranty service is not prepaid from the original visit. Therefore we feel no refund is due to this customer.

Sincerely,

USAIR Duct and A/C LLC

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:

We had set an appointment time for the hours between 12:00 and 2:00.

This was the second time the technician did not come during the promised hours, the first time the scheduled time was a four-hour time block between 10:00 and 2:00.

[redacted] GUARANTEED the technician would be on time or call during the promised hours to say he was running late.

She also waived all fees associated with the service call.

The technician DID NOT CALL to say he was coming OR would be late as promised. I went outside to work at 2:15

When he did arrive at 3:02, he DID NOT KNOCK. My wife was home and said he walked up, and immediately turned around and left.

Regards,

Business

Response:

RE Complaint #[redacted]

Dear Sir,

With reference to the complaint made by [redacted] we have called him to apologize for any delay on our part and tried to reschedule his appointment. We are at a loss to explain why our technician would walk up to the door and not knock. This makes no sense to us, especially when the technician says he tried to call and knock. We are equally baffled as to why, upon seeing the technician, his wife would not open the door.

We are happy to try to reschedule the appointment during one of our time frames, but since we have already made this offer we don’t think this is really what he wants.

Sincerely,

USAIR Duct and A/C LLC

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) The company NEVER called to apologize or reschedule--I made ALL the calls (please subpoena their phone records). If they did call, no message was left, therefore it is the same as no call.

2) The technician never came up to the door to knock and by the time my wife saw him he was leaving. This was OVER ONE HOUR past the scheduled appointment. Neither my wife nor I have the time to waste waiting for someone who does not respect us as clients--to show up ON-TIME or call, and thus we did not sit at the door waiting for the technician to arrive--[redacted]'s statement of not opening the door is ridiculous. The company is supposed to honor their commitments, warranties, and promises--not blaming the customer.

3) I have already tried to reschedule with the PROMISE of arrival during the scheduled time, with no satisfactory result. I reiterate that I called twice after the second missed appointment and [redacted] did not return my calls.

4) We have no basis for any faith or trust in the word of someone who represents a company that tries to blame BOTH OF US for their in-house deficiencies and lack of integrity of their personnel.

After two good faith attempts on our part to carrying out the terms of the contract for the six-month inspection, I believe the actions of USAIR Duct and A/C and their representatives show they do not want to honor their contract and we do not have any confidence that the technician would complete the task in a professional and honest manner. If these are the problems at the six-month inspection, what difficulties will we have at the one-year inspection?

Regards,

Business

Response:

[redacted]