US Air Ducts & Sky Builders Inc.

Ms. [redacted] we will continue to pursue charges owed that your Tenants agreed to have done. I have attached a copy of the note that our accounting assistant took and the signed invoice under [redacted].... When having the conversation day of service. In this hand-written note on June 24,...

2017 it states, “wife of [redacted] got approval to do additional work of 575.00” Our technician would never do a job that he did not get a verbal and signed approval for, just for this reason.There has not been any complaint about the work done, your tenants agreed and signed and had work done for $575.00 and have unfortunately decided not to pay. Therefor they have now gone to collections. I have responded as I have responded to you before: We apologize, for the back and forth, but as the letter stated to [redacted] on June 29, 2017. Payment is due and encourage him to send payment or at the very least discuss payment arrangements as soon as possible. This account has been sent to our outside collection agency On August 14, 2017.  Unfortunately, tenants can ask for services within the home they are renting when it comes to cleaning. Just as, if they wanted to get carpets cleaned or have a house cleaner come. By law, they are not required to get authorization for this, unless otherwise noted in their lease agreement (which is their responsibility not ours) ... We did not alter or adjust anything within the system we simply cleaned it. You, asked the Technicians to leave after the job was complete and that was why our accountant called to collect payment since your tenants knew what they were doing, in agreeing for more work and passing the payment to you. Unfortunately, we do not play middle man, your tenants requested to have more work done, without your permission, regardless if you are the landlord or not, they are responsible. The invoice shows two signatures, the first Acknowledgment of Terms which authorizes performance to the address referenced for service.  This also acknowledges the agreement to the terms and conditions set forth on the reverse side of the agreement with regard to these services or any additional services authorized by Customer at the time these services are performed.  Customer also agrees to pay in full the charges referenced above, including all applicable taxes, together with any charge for additional services authorized by Customer at the time the services are completed.  The second signature is verification that they have inspected the work performed and found it to be complete and to their satisfaction.  They have signed in both places.   You should rethink about who you rent your home to and the lease agreement that you have them sign. However, you are not responsible for this bill, [redacted] and his wife are, and they should know that.

I am sorry to hear the you were unsatisfied with the service you received on 10/16/2017. We do have a basic air duct cleaning add in the red plum. This includes all the supply vents to a single furnace, a dryer vent cleaning and a furnace inspection. I apologize if there was any...

miscommunication when the technician arrived. You had stated that brushing was included. Brushing is only done with the dryer vent cleaning. It is in fact correct we do all the supply vents to a single furnace with the negative air pressure cleaning machine and then go around to all of the other registers and clean them out with a smaller vacuum. The main job is done through the one vent (a supply vent). Again, the add states a furnace inspection, meaning they will give you a quote on what the tech in his professional opinion feels needs to be cleaned. We apologize that this estimate upset you.  Regardless the add does state "restrictions apply" and a furnace inspection.

Our response remains the same. Mr. [redacted]'s is now adding to his original complaint, never was there a time when I spoke with him did he state the dryer vent was missed on the phone.  His dryer-vent is a free cleaning done with accessibility to our technician. Again, a FREE CLEANING, his invoice does not state that it is was done, therefore indicating that it was not accessible for the free service. Again, Mr. [redacted]'s was not present for the cleaning either way. Therefore, if maybe he was home and present during the cleaning, this would all be a different story. Maybe he would have been able to see what Negative Air Pressure cleaning entails and could have witnessed what was done. . We tried to discount his cleaning, we have tried to explain what was done. We have tried to come to an understanding. This issue was resolved the same day, no threat to collections was ever written or given, Mr. [redacted] paid same day a discounted price then the original total to satisfy his misunderstanding. Our response, again, remains the same and I truly believe that Mr. [redacted]'s is not looking for resolution of any kind.  Thank you for reviewing the above response,Lauren M.AGM

Complaint: [redacted]
I am rejecting this response because: the claims are false by this business. They never offered free lifetime filter. They said it cost 75. Their technician camr by to replace the old filter with the new one from my own store bought.  The previous technician never replaced or advised. We didnt use the heater for a month since it was a warm fall. By the time we turned it on we noticed all the dust shoved in the motor causing it to burn out. We had a separate contractor come out to assess and determine that these guys burned out our heater motor. The businesssent a technician out to do another sales pitch wanting more money from us without fixing the problem they caused.
Sincerely,
[redacted]

Our response remains the same. My General Manager did not hang up on you, indeed he stated the opposite. If you are interested in compensation of any kind, please understand we must return to your home. There is a disagreement on what you claim was done to what we believe was done. We agree, there should have not be a machine placed on a piece of furniture, but that does not warrant the entire piece to get refinished for 1/100 of the preexisting scratches. Especially when this complaint was given 14 days after the initial job. We sent the tech out on 7/10, heard nothing of the radio until 7/14. You actually never contacted our office at all to complain of anything, until 7/6 when we called you asking for a review. Please note, we were willing to settle, but it does not seem that you feel the same.

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because:I had US Air Ducts come out to my home based on the premise that they would clean my air ducts for $39. When I scheduled this service, they did not ask me how long it had been since my air ducts had been cleaned, and they gave me no indication whatsoever that the cost could be higher that $39.When they arrived, they told me that I needed much more work. I initially rejected the offer, but Nathan persisted, going on and on about the air quality in my home and the efficiency of my HVAC system. He offered a yearly service for 5 years for a total cost of around $1486. I told him that I don't want the yearly service because we will probably move before that. But he insisted that the service would move with us. I sometimes have difficulty resisting high-pressure salesmen, and after rejecting his offer several times I reluctantly gave in.After they left, I realized that I was the victim of a bait-and-switch scam. Had I know that the cost would be even $200, I would not have had them come to my home in the first place. I recalled that sales made in the home are subject to a 3-day right of rescission, so I exercised that right. I believe that I could hold them to the original $39 price that they had given me on the phone, but I decided to be generous and offer to let them keep the $247 that has already been charged to American Express. That is very reasonable for 3 to 4 man-hours of work. They are welcome to pick up the UV filter that they installed if they want it back.I did some online research and found that duct cleaning is needed only in rare, extreme circumstances according the the EPA. I am sure that I did not need it, but I decided to have it done anyway for $39. The idea of paying $800 or more for such a service is a ripoff, and that is why these guys resort to a bait-and-switch business model to get their foot in the door and pressure the customer.Their high-pressure bait-and-switch tactics should be stopped before they rip off more unsuspecting customers. 
Sincerely,
[redacted]

We apologize, and I will look into this matter. I will speak to our advertisers to clear any and all mistakes regarding this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the offer to refund the $39 is satisfactory to me but disagree with the business' statement that they went above and beyond in customer service. That may be the case for their company but if their response is considered to be above and beyond that is an indication of how low the bar starts for them. The attempts to contact me that failed were due to the fact that I had called several times to ask them to change the phone number to my phone number instead of my mother-in-law's phone number that was on file. It took several calls on my part to get them to finally change the number so that I was the one in contact with him to get the situation remedied.  While I admit the final resolution is acceptable how we got to this point is not.  I do not wish to pursue any further action but I do want the file noted that the customer service level of this company is in fact poor both from a technician standpoint and from a call center standpoint.  Sending a technician out time after time who clearly was not capable of doing the job and who consistently came later than scheduled does not in my definition go above and beyond. Several attempts at changing the contact phone number so we could remedy the situation expeditiously does not fit my definition of above and beyond. And finally the most glaring of all evidences of how low the initial level of customer service is from US air ducts  was made very apparent when the third party this company hired to finish what they started had the job complete professionally and thoroughly in less that 30 minutes, removing the previous texhnicians broken tools from the line along with substantial residual dryer lint,cleaning up after themselves and replacing the broken vent that was damaged from this company's technician. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   They have provided a refund. 
Sincerely,
[redacted]

We tried to contact Mr. [redacted] by phone today to discuss this account with him.  He was not available.  We did respond to his email - see below - 
 
Good afternoon Mr. [redacted], 
I am sorry to hear that you were not satisfied with our service.  I wish you...

would have contacted our office and we could have sent a technician out to evaluate the job and redo the service.  
We have cancelled your filter order and consider your account closed.  
We will be responding to the Revdex.com to let them know as well.
Thank you,
Lisa
 
We have absorbed the cost of the cleaning and the sanitation he did receive, we also have cancelled the order of his air filter.  As you can see, we have resolved this account with our customer.  Please reflect this account as Resolved.
 
Thank you so much,
 
Lisa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The general manager did hang up on me.  I definitely was not through with the conversation, but I guess he was.  The pictures show the gouges clearly.  The workers were informed when the came back to fix all the vent covers that had been removed.  Maybe they didn't pass the message on.  You already took pictures twice, two different times.  What more do you need?  Definitely not another trip.  I never stated I wanted the entire radio/ phonograph to be refinished as your response indicated, only the top.  You know that and I don't appreciate your writing something that was never discussed and not the truth.To clarify again, there was never any conversation that you were willing to settle my complaint on my carpet being cut and not being tacked back down to the carpet tack strip on all the vents or the furniture damage.  It was a definite NO on your part.  Like I said before, it's not about the money.  It's about the poor quality of service from your company and the run around I was getting and still getting.  Your final statement is an absolute false statement.  You said NO compensation and hung up.  You never said you were willing to settle, so how do you come to the conclusion that I did not feel the same.  Doesn't quite make sense, does it?  Please do the right thing and end this complaint.  
Sincerely,
[redacted]

I am sorry to hear that Mr. [redacted] was
unsatisfied with his experience on March 22, 2017. Mr. [redacted] did contact our
office for service on March 21, 2017, to make an appointment for a coupon he
had for a $49.00 cleaning of his air ducts. With this promotion, there is a
free furnace inspection, and...

free dryer vent cleaning. Mr. [redacted] at time of
scheduling mentioned he had two dryer vents, we gave his one for free and one
extra dryer vent for an additional $39.00.What Mr. [redacted] is conveniently forgetting
to mention is, we saw him on March 22, 2017. We received a phone call on April
22,2017 a month later; that one of the two dryer vents were clogged and not
functioning properly. I have provided a copy of the back of our
invoice; where as it states under “Completion and Certificates” the owner has 3
days to notify the company that something is not working properly and or
functioning. (Please see attachment). Needless to say, we still honored our
customer satisfaction guarantee and called Mr. [redacted] back, same day of
complaint, on April 22 ,2017. We left him a voicemail to get him scheduled for
as soon as possible. I have also provided a copy of our reception notes showing
that we contacted Mr. [redacted] an additional three times, leaving him voicemails
to take care of the issue at hand (Please see attachment). It was not until
April 27, 2017, that a very frustrated Mr. [redacted] contacted our office requesting
we fix his clogged dryer vent.On April 28, 2017, we sent our technician out
to Mr. [redacted]s home and attempt to unclog his vent. Upon this appointment, our
technician’s equipment got stuck. We scheduled Mr. [redacted] again for May 3,2017.
At that time, we were still unable to get our brush out of his dryer vent. I
left Mr. [redacted] a voicemail on May 4 ,2017, to reschedule or refund Mr. [redacted].
We did not hear back until May 8 ,2017. Mr. [redacted] was not interested in a
refund, and he was also not interested in our attempt to retrieve our brush, as
our General Manager had suggested to our technician. We have gone above and beyond to try to fix
this issue. We were the ones whom contacted another company at our expenses to
retrieve our brush and unclog Mr. [redacted]s dryer vent. I have attached another
invoice showing we paid $99.00, to get this issue resolved. We would be more than happy to issue Mr. [redacted]
a refund of $39.00 for the dyer vent being clogged and that we were unable to
fix this problem for him. As far as the service, we would hope that
customers would be able to understand that equipment can fail. That we went above
and beyond our Terms and Conditions to unclog Mr. [redacted]s dryer vent the first
time, unfortunately, we were not able to and our brush got stuck. Yes, we tried
to fix this issue ourselves and set a technician multiple times to do so; and
once unable, we paid an additional $99.00 to get this issue resolved to another
company.We are willing to refund $39.00. Anything
beyond that is not something we can justify. Thank you in advance for again reviewing our
documentation.Sincerely,Lauren M.AGM

I am sorry to hear that Mr. [redacted] was
unsatisfied with his experience on May 2, 2017. Mr. [redacted] did contact our
office for service on April 24, 2017, to make an appointment for a coupon he
had found online for a $69.00 cleaning. With this promotion, there is a free
furnace inspection,...

and free dryer vent cleaning. www.airductcleaning-saltlakecity.com, where you can view the add that we run for local technicians living in Utah. What Mr. [redacted] is conveniently forgetting
to mention is, upon our technician’s arrival, Eddie the technician was met with
a vacant home. It is against company policy to service vacant homes, just for
this type of scenario. Our technician Eddie contacted our General Manager and
got approval that we could indeed even attempt to clean Mr. [redacted] residence.
Our GM approved the cleaning, if Mr. [redacted] agreed to remain available over
the phone for any “issues” and to accept payment.Upon inspection, our technician Eddie found
that there was indeed work that needed to be done additional to the basic
negative air pressure cleaning. Yes, Eddie quoted additional cleaning. Mr.
[redacted] told our technician that he was under the impression that for $69.00
we would be brushing and sanitizing every single duct, and demanded that we do just
that. No one in our office or online does the description state this. Again, as
Mr. [redacted] pointed out, it does not state that on our company add that
brushing and sanitizing will be done at all. Our technician at time of service
tried to explain this, that the basic cleaning was for negative air pressure cleaning
and that this service was performed. Mr. [redacted] after agreeing to pay, then
refused, after work was done and complete. Nowhere was there a demand of $200.00
by our technician. Again, our technician QUOTED a price to get brushing and
sanitizing done, for an additional $200.00, Mr. [redacted] declined and in fact was
the one demanding that we do these services at his residence for a total of $69.00,
simply because that is what he expected. Unfortunately, Mr. [redacted]
misunderstood negative air pressure cleaning and was unwilling to listen to the
technician for any explanation. Mr. [redacted] and I spoke over the phone on
May 2, 2017 after hearing of the complaint and the misunderstanding. He was offered
a discount to resolve the issue, of $49.00, which Mr. [redacted] agreed to pay. We encourage all customers to research what
type of cleaning will be performed; whether with air duct cleaning or any type
of services performed in their home. However, never would we be describing any
other cleaning than the negative air pressure cleaning for the coupon price,
unless a customer is asking for quotes for additional services. We also
encourage all customers to be forthcoming upon expectations of what services
they are expecting to avoid such an issue.  Thank you in advance for again reviewing our
documentation.Sincerely,Lauren M.AGM

Complaint: [redacted]
I am rejecting this response because:You have mentioned that *. [redacted] was the one who signed your paper and that was not the signature of *. [redacted].Also, tenants do not have any decision on the job I asked you to do and you did not inform me before you did whatever additional job you did.  Whoever signed that paper I do not have anything to do with that person.When I was reading all the reviews on the website you are doing those things too to other people which is not right that's why they called you scammers and I think you are.Please stop harassing my tenants since they did not do anything wrong and as a Landlord you have to communicate with me not to them.
Sincerely,

May 25, 2017   Revdex.com Complaint [redacted]   I am sorry to hear that [redacted] is unwilling to accept our offer for this issue, we have tried already to solve with her in our office.   I will keep this response simple. On the blower motor, there are small balancing weights....

Sometimes these weights can get knocked out of place. This may/may not take a while until the motor gets out of place. (Furnaces are motor, not operating 24/7, therefore, the imbalance may not happen when our technician leaves the home). This is the shaking Ms. [redacted] is referring to.   I apologize that when Ms. [redacted] contacted Eddie on his personal cellular device, on a working day, he was not able to pass that information forward. However, our office is open from 7am-8pm Monday -Friday, 7am-5pm Saturday and 8am-5am Sunday. Our telephone number is on top of the invoice provided to Ms. Woods, whom yes, contacted our office the following day May 2, 2017. We sent our technician out the following day May 3, 2017. We then contacted and contracted out another company whom service Ms. [redacted] residence (please see attached invoice) on May 6,2017. Whom, as it is stated on their invoice 6069, rebalanced her motor, and did additional cleaning to the motor that was simply left over.   In short, to accommodate Ms. [redacted] needs, we hired a contractor under warranty, to accommodate her needs. Everything was taken care of and we paid for. Therefore, there is nothing to deduct but the membership and filter (Please see attached bill sent on May 22, 2017). Again, we have already tried to resolve this issue in our office Ms. [redacted] is unwilling to accept. Thank you for your support in reviewing our response.     Sincerely,   Lauren M. AGM  [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]