White Mountain Air LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowRegards, [redacted] I have enclosed the coupon on the air duct cleaning so you can see for yourself how it is worded I did not contact them in May I contacted them much later The technician quoted me "after" he started the job and it was way beyond the original cost It was not worth what they charged simply because I could not see what was completed as it was all up in the attic I sent them a check for $which represented vents at $per vent I did not get the check back stating they would not accept it so I assumed they will deposit it The check was dated 1-27-and I have a carbon copy of it if necessary Thank you for your assistance in this matter

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am writing in response to “Message” from White Mountain Air, heretofore referred to as WMAI am a daily Catholic Mass participant, and have been so for decades I like to apply the Golden Rule to all that I do WMA professes in their message to the same To wit, WMA wrote: “We take customer service very seriously and maintain a good reputation for being a (sic) honest air duct cleaning company.” If we can hold WMA true to their word, I am confident we can work out an amicable solution WMA acknowledges error: Overlooking an advertised (on paper and online) 15% discount for seniors, military (past...) We qualify $x= $ The total charged should read $% sales tax = $ $ minus $= $is due to WMA error I accept initial refund of $without delay The Golden Rule, present in all major religions and philosophies, has a moral, psychological, and spiritual dimension By treating others fairly, we create a better world Psychological: By discerning the needs of others, we become more aware of our own Spiritual: By treating others as we would ourselves, we connect better with others, our customers, and with Spirit that unites us all, to paraphrase author [redacted] *** WMA fails on many accounts to uphold this Golden Rule Do they empathize with an individual grieving the loss of a functioning spouse and former service member? Do they take into heartfelt consideration how much understanding on octogenarian with a 6th grade education, in the midst of that grief, can provide to a written document? Have they provided proof that the written estimate was granted PRIOR to the start of work? Or have they taken a purely legalistic and textual interpretation of the documents provided because it serves their advantage? How long will it be before WMA has their own dementia affected family, and will they exercise the wisdom that such reflection suggests to this complaint? If WMA answers in accord with me to any of these questions, I suggest they review their consciences, and consider how clear headed, how understanding the customer was in the midst of traditional “bargain, offer, acceptance” of contract law I also suggest that they weigh the prosperity of their company against the risk my husband took defending their freedoms during an active time of war, to make LLC’s like WMA possible, and question if they deem $refund is a measure of their gratitude This Revdex.com complaint absolutely states dissatisfaction with WMA services This dissatisfaction has been felt and expressed from the outset Moreover, [redacted] has Power of Attorney My dissatisfaction and hers is reinforced here WMA messaged it “does not and will never take advantage of customers for any reason.” Can it honestly and forthrightly do so, in consideration of facts above and below? Will they take into consideration my illiteracy and unfamiliarity of business and finance? Will they take into consideration my preoccupation, cognitively and emotionally, with my husband and Veteran’s declining health? Or will WMA persevere in adopting an impassive, legalistic, and contractual approach? More facts have come to light upon reviewing the relationship between WMA and customer WMA employees unplugged my sump pump in order to operate their approximately 3xftblue machine WMA employees also unplugged at minimum one other device WMA employees failed to re-plug in these two devices, including sump pump We are still assessing potential damage performed by this action and inaction by WMA employees WMA employees insisted on installing a UV Purifying Lamp It was only by sheer chance I pointed out that one was already installed WMA employees made light of my advanced age and declining health I declined paying in advance for next year’s cleaning My husband’s dementia had progressed, and I stated that, given his decline (and the toll taken on me as chief caregiver), I may not be in the house next year, WMA mocked my legitimate worries They stated“Why not pay for the next homeowner, as a gift to them?” WMA seems to imply that they will hold my advertised discount hostage, until they discuss these issues with me on the phone or in person This seems to violate UCC law Secondly, I invoke my right to express myself in writing This right is backed by Federal Law like the ADA, among others Second, I feel deceived by WMA’s use of phone and in person communication, as these methods led to a quintupling of my bill WMA employed aggressive sales tactics that preyed upon persons in my position I feel that they cannot in good conscience yet uphold an assertion otherwise Please discuss In sum, I have applied the Golden Rule here WMA, in their message, infers to applying the same I am confident we can reach an amicable solution I look forward to immediate refund of $(15%) I look forward to additional amends as law, ethics, morals, best business practices, and their own customer service command Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, *** *** The filter conveniently arrived 6weeks after contract so buyer had no recourse but accept according to company.
I expressed my displeasure with technician when he came to""
install it" (open door slide it in) that it was not what they sold us
on. I asked about uvlight was told he didn't have it as I
should have reminded him to bring one. So too bad your out of luck.
As we have never seen the uv light and feel the filter is not up to
the standers they proposed in selling to usWE feel we should be
refunded those cost. I was informed by answerer of
local phone she could do nothing, and I should contact company , which I
did by Email. I thank her and ended the call. My wife
received a call from a man claiming to be owner and said he didn't giva
*** . He was not going to do anythingAt that time my wife hung up on
him. At no time was there an offer to settle our dispute

We did not receive a call from *** with any concerns or commentsIn fact, if she had let us know she was unsatisfied we would have sent a supervisor to her home to reeducate her on the condition of her system out of good faithWe would have done our best to better inform her about the condition
of her systemDuring the recorded call to our company *** stated that she had construction completed and there was a lot of dust in her homeWe explained that we would complete the vent minimum and then if there was any duct work over the minimum we would provide a written estimate*** had additional duct work throughout her homeShe has two separate furnace and duct work systems due to an addition.We did not tell her she could not have the advertisement of vents completed and we did not tell her the whole system had to be cleaned or the advertisement would not apply, as other companies doWe did in fact completed what we advertised we would do and she made the decision not to clean the remaining duct workIt was her decisionWe can only educate customers on their circulatory air duct system and she was certainly not forced into completing additional services.Ultimately, *** did not choose to have the remaining duct work cleanedWe do not take advantage of customers and force them to have work completed they choose not to have cleanedWe also do not make systems dirtyIt takes years for a system to accumulate dust and debris inside the duct work

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.WHITE MOUNTAIN AIR IS NOT TAKING RESPONSIBILITY FOR TURNING OFF MY SUMP PUMP AND OTHER DEVICES DURING THEIR VISIT THEY USED ELECTRICITY CONSUMING MACHINES THAT REPEATEDLY TRIPPED MY CIRCUIT BREAKER THEY THEN UNPLUGGED MY SUMP PUMP AND OTHER DEVICE(S) AND FAILED TO PLUG THEM BACK IN THEY FAILED TO NOTIFY ME OF THESE ACTIONS I SUSTAINED THE CONSEQUENCES I MAY NEED TO VISIT SMALL CLAIMS COURT I ALSO FOUND WHITE MOUNTAIN AIR DURING THEIR SERVICE VISIT AND AFTERWARD TO BE PREDATORY AGAINST SENIORS AND PEOPLE WITH DISABILITIES, TO BE DECEPTIVE UN-CHRISTIANTAKING ADVANTAGE OF AN YEAR OLD WOMAN WHILE SHE IS GIVING CARE TO HER DISABLED HUSBAND STATEMENTS BY WHITE MOUNTAIN AIR (WMA) FAILURE TO PUT THE CUSTOMER FIRST LACK OF CONTRITION ON THE PART OF WHITE MOUNTAIN AIR FAILURE BY WHITE MOUNTAIN AIR TO FOLLOW BEST BUSINESS PRACTICES 1) I HAVE BEEN INTERVIEWED BY A LEGAL TEAM SEVERAL TIMES NOW THEY ARE FIRM ON THEIR FINDINGS THAT THERE WAS NOT BARGAIN, OFFER, AND ACCEPTANCE IN OUR NEGOTIATIONS a) ON ALL THREE INTERVIEWS, I HAVE HELD FIRM TO THE TRUTH THAT AGENTS OF WHITE MOUNTAIN AIR NEVER REPRESENTED AN ESTIMATE ORALLY OR IN A MEANS THAT I WOULD FIND UNDERSTANDABLE PRIOR TO UNDERTAKING THE WORK b) IT HAS BEEN CLEAR FROM MY RESPONSES THAT HAD I KNOWN THAT THE ESTIMATE WOULD BE ABOVE $100, I WOULD HAVE REFUSED THE SERVICEc) THERE IS NO TIME DATE STAMP ON THE ALLEGED ESTIMATE PROVIDED BY WMA BOTH I AND MY DAUGHTER ARE FIRM ON OUR BELIEF THAT THE ESTIMATE WAS PRESENTED SIMULTANEOUSLY OR AFTER THE BILL WAS DELIVERED TO ME 2) NUMEROUS WITNESSES ARE WILLING TO COME FORTH TO MY CHRISTIAN FAITH WMA HAS SUGGESTED I AM NOT PRACTICING MY FAITH I HAVE ATTENDED CHURCH, DAILY, FOR OVER THREE DECADES PART OF MY FAITH IS MY WILLINGNESS TO ADMIT WHEN I MAKE A MISTAKE I WISH I COULD DO SO IN THIS CASE I AM NOT3) THE LEVEL OF EXCITABILITY UNDERTAKEN BY WMA IN THEIR SECOND RESPONSE IS A MEASURE OF THE WANDERING FROM THE BASIC TRUTH IN THIS CASE: THAT WMA UNDERTOOK AGGRESSIVE AND DECEPTIVE SALES TACTICS DURING THEIR VISIT, THAT WMA AGENTS WERE RESPONSIBLE FOR UNPLUGGING MY SUMP PUMP AND ARE LIABLE FOR THE CONSEQUENCES OF THAT ACTION THEY ARE PUTTING UP RED HERRINGS ABOUT OTHER ISSUES (CHRISTIANITY, WHICH WE WILL GET TO IN A MOMENT) TO DIVERT ATTENTION AWAY FROM THEIR AGGRESSIVE AND DECEPTIVE SALES TACTICS.4) WMA IS STILL HOLDING MY 15% MILITARY DISCOUNT HOSTAGE INDEED, THEY CONTINUE TO DISRESPECT MY FAMILY'S MILITARY SERVICE DURING AN ACTIVE WAR, RATHER THAN ISSUE A REFUND UNDER THE GUISE OF "CALCULATIONS APPROVED BY MANAGEMENT" (HOW DIFFICULT CAN CALCULATING 15% OF A BILL BE THAT IT REQUIRES UPPER MANAGEMENT TO DO SO? EVERY COMPUTER HAS A CALCULATOR THESE DAYS HMMMM....), WMA HAS NOW REFUSED TO ISSUE REFUND FOR OVER 1/MONTHS THIS IS IN VIOLATION OF THE UC.C MOREOVER, WMARATHER THAN BEHAVE CONTRITELY, HAS ELECTED TO SCRUTINIZE THE BILL EVEN FURTHER TO REDUCE THE MILITARY DISCOUNT GIVEN WHY? PERHAPS THE VERY VINDICTIVENESS AND BITTERNESS THEY CHARGE US OCTOGENARIAN, FIXED INCOME CLIENTS WITH IS ACTUALLY AN ACT OF PROJECTION ON THEIR PART5) WMA CITES THE SERMON ON THE MOUNT AS THE ORIGIN OF THE GOLDEN RULE EVEN A SHALLOW READING OF THE NEW TESTAMENT SHOWS THAT THE GOLDEN RULE CITED BY JESUS ACTUALLY STEMS FROM THE OLD TESTAMENT MOREOVER, AS CITED IN OUR ORIGINAL COMPLAINT, THE GOLDEN RULE IS UNIVERSALLY ACCEPTED BY ALL FAITHS: ISLAM, JUDAISM, CHRISTIANITY, AS WELL AS BUDDHISM, CONFUCIANISM, AND OTHER TEACHINGS PERHAPS IT IS THE INTENT OF WHITE MOUNTAIN AIR TO DO BUSINESS ONLY WITH CHRISTIANS, TO THE EXCLUSION OF MUSLIMS, PEOPLE OF JEWISH FAITH, AND OTHER HONORABLE TRADITIONS AS THEY HAVE ACTED HARSHLY TOWARD THIS YEAR OLD CATHOLIC COUPLE, IT MAY BE WELL FOR MEMBERS OF THE OTHER FAITHS TO STEER CLEAR OF WHITE MOUNTAIN AIR WE SURE WISH WE HAD MAY THE BENEFIT FROM OUR WISDOM 6) WE NOTE THAT WMA STILL DENIES THE RESPECT DUE TO OUR MILITARY SERVICE IN ITS CONCLUDING SENTENCE IN ITS FINAL REPLY, IT AGREES TO GIVE THE DISCOUNT, EVENTUALLY, AFTER 'MANAGERIAL EVALUATION', AN WEEK DELAY AND COUNTING, DUE TO MY SENIOR CITIZEN STATUS, OVER THE MILITARY SERVICE OF MY HUSBAND WE FEEL DISAPPOINTED, BUT NOT SURPRISED WE WILL CONTINUE TO BE HONEST, TO PRAY FOR WHITE MOUNTAIN AIR. Regards,*** ***

*** called our NH location to schedule an air duct cleaning and she was informed, as all of our customers are, that we clean a vent minimum, as the advertisement clearly states, and write a written estimate for any additional or recommended services will be providedShe agreed and scheduled an
appointmentWe arrived on 6/6/to her home and cleaned the vents as our advertisement saidOur special includes $per vent, vents and returns priced the same, vent minimum charge ($mincharge) with a complete system inspection and written recommendations for any additional duct work or recommended servicesOur tech recommended additional cleaning as the system proved to have excessive dust, pet hair, mildew, insects, fiberglass and construction debrisWe were authorized by her husband and his signature, *** ***, to clean the remaining vents, returns, main trunk lines with access panels, and also the cleaning of the blower motor and treatment to the system*** in fact has vents, returns and two main trunk linesThe *** received a free dryer vent cleaning too since they had all of her vents, returns and main trunk lines cleanedWe always offer a free dryer vent cleaning with a full duct cleaning*** called the office after services were authorized by her husband and rendered to say that she did not expect to have paid the total amount for “just” getting her ducts cleanedIt was explained to *** that her husband chose to approve and accepted the additional duct work cleaning, the blower motor cleaning and treatments and the technician followed through with authorized work*** then expressed she did not think the advertisement was clear enough so we took the time to again explain that all of our advertisements may vary from location to location but all say that our $vent vent minimum special includes a complete system inspection with any written recommendationsShe then stated that those words may cover the additional recommended work but she no longer agreed to the additional cost several days after the cleaning was doneShe clearly stated that she had told her husband she was going to call and demand a 15% discount because our advertisement offers 15% off above the vent minimum to seniors, expectant mothers and military; so why not herShe said she would be filing a complaint unless she received a discounted refundWe take customer service seriously and did offer her a free lifetime warranty without having to buy into it. All she would have to do is call us and schedule an appointment in 2, 3, or years from now to have the vents, returns, main trunk lines, blower motor cleaned, treatments completed and her free dryer vent cleaningALL of the original work for $with the warrantyAir duct cleaning is recommended to be done every 2-years but we allow our customers to decide how often they want the cleaning completed without ever changing the warranty price and the warranty is transferable when selling a homeThe warranty is meant to bring the attention and the idea of preventative maintenance to the air duct system in one’s homeShe accepted the warranty and we expressed that we would need the approval of the supervisor who travels frequently between locations so we asked her to give us a good week to two weeks and she would have it in the mail. *** seemed pleased until we got a call a few days later stating she no longer wanted the warranty and she had “trust issues” and again demanded a discounted check for 15% offOur office staff does not have the authority to refund money without permission*** was told a supervisor would call to discuss the matter further and we agreed not to send the warranty per her requestOur supervisor called her husband, ***, from his personal cell phone while traveling between locations and did not receive a call back from him*** was called because he is the person responsible for signing the estimate contract allowing the technician to complete the additional recommendationsDuring every discussion with *** she stated that our technician was very nice and completed the work thoroughly and clearly stated she did not want the technician reprimandedShe was very pleased with our technician and his professionalismEven after we received this Revdex.com complaint *** was called again as we are trying to settle this matter out of good faithWe are willing to work with BOTH of the ***, since her husband was present during the cleaning and elected by his signature to additional cleaning/services, to get down to the bottom of this matter to ensure they are 100% satisfied with our companyWe are sorry this matter has escalated to a Revdex.com complaint as we were waiting on a phone call from so we would able to come to a resolution with the ***

White Mountain Air received a call from Mrs*** to schedule and air duct cleaning appointment on a recorded lineWe thoroughly explained the ad that she had called aboutShe was told we will come to her house and complete a vent minimum as our advertisement stated equaling a $minimum charge
and we would provide written recommendations for any additional servicesEach vent was priced at $per ventThe advertisement reads $per vent, vents and returns priced the same, vent minimum, complete system inspection, written recommendations for any additional services and we offer a free dryer vent cleaning with a full duct cleaningShe agreed to have us clean her system and understood the minimum amount of the $charge for work to be done, even though she had only ventsShe was told that any additional work above the vent minimum would have to be approved by her on a signed estimate sheet*** mentioned during the call that she and her husband were coughing every time the furnace kicked on due to dust blowing aroundUpon arrival on May 12, our technicians completed the vent minimum service and did as the advertisement stated that we would provide a written estimate for any services/recommendations above the vent minimum*** *** had signed the estimate sheet allowing our technicians to complete the remaining returns and main trunk lines with access panels to ensure proper and thorough cleaning*** also elected to have the blower motor and AC coil cleanedAfter the duct cleaning our technicians completed the free dryer vent cleaning because she elected to have the remaining duct work cleanedMrs*** had also agreed to the service terms as stated on the attached Work Order Contract and signed the copy after services here renderedPlease see the attached and signed estimate sheet and the signed Work Order Contract from May 12, We never received a call or an email or even a letter from *** letting us know she was dissatisfiedWe take customer service very seriously and maintain a good reputation for being a honest air duct cleaning companyHowever, five days after the job we received and email from *** *** ([email protected]), sent through our contact us form on our websiteWe had no idea who she was and she did not state a customer nameHad we known who she was we would have contacted *** immediately*** claimed we victimized her parents into completing work she didn’t want to be doneAgain, Mrs*** DID sign the written estimate and Work Order Contract tooPerhaps *** did not know her mother and father were having breathing issues every time the system kicked on due to the dust because she lives out of state (per the complaint)The email does not state that *** was dissatisfied with our servicesShe was left a copy of the paperwork she signed in agreementWe have tried to contact *** to see how she felt and have not gotten a call back from her though she did tell us she takes care of her husband and we know her time is valuableWe will continue to reach out to *** to see if there is anything she would like to discussIf Mrs*** was in any way unhappy with the service our technicians preformed or had any questions about her service we would have had the regional manager sit down with her to discuss a resolution to ensure she fully understood her service and was 100% satisfied with our servicesWe would like to speak to *** about this complaint as we feel that she may not be the one who filed the complaint based on the attacking email from *** who was not present during the review of the estimateIn our defense, White Mountain Air, does not and will never take advantage of customers for any reasonWe feel that allegation is a strong allegation and was said by ***’s out of town daughter who was not present during the whole process from the first phone call *** placed to our company through the completion of the cleaning.The job total was in fact $plus NYS sales taxAgain, the completed work was all duct work; vents, returns, mains with access panels, the AC coil, blower motor and a free dryer vent cleaning.The only error we found is that we also offer a 15% discount for seniors, military (past and present) and expectant mothers that is also written on our advertisementOur technician did not apply the senior discountWe would like to offer the 15% discount to MrsFix.At this time due to the wording in the complaint we will need to discuss the matter with Mrs*** over the phone or in person so she can understand how we represent our company and services and know we do value every customerWe are sorry to see this matter escalate to a Revdex.com complaint without Mrs*** contacting us first

On May 5, 2016 at 4:23pm [redacted] scheduled an air duct cleaning appointment. During the recorded phone call our receptionist clearly stated that even through Mrs. [redacted] had 8 vents we charge AND complete up to 10 vents minimum ($7 per vent X 10= $70). Attached is our advertisement with both front and back. Our offer is on the front and directs you to see the backside for details. The explanation of what the offer includes has a designated section on the back that reads, “$7 Special includes: Complete system inspection, written recommendations for any additional services, no subcontractors, state of the art equipment used, workmanship 100% guaranteed, power brush vent, complete system inspection (duplicate error but is on our attached ad), unlimited vents, $70 minimum, vents and returns priced the same, mains priced separately.”  So again we scheduled the appointment and completed the $70 minimum. The $70 is not a service fee but it is the removal of vent covers and complete cleaning of up to 10 vents. Our technicians completed the complete system inspection and wrote a written estimate for the additional recommendations. Mrs. [redacted] choose to have the additional 2 return vents, 2 main trunk lines, blower motor and A/C coil cleaned. She received a free dryer vent. She signed the estimate sheet. Our technician offered some other services that she opted not to have cleaned. [redacted] chose what she wanted to have completed, again, above the $70 minimum charge. By signing the estimate sheet and electing to complete some additional work she authorized our technicians to finish their job. Once the work was completed she signed the attached work order contract stating what was completed and the cost that she paid. Mrs. [redacted] committed herself to the minimum amount upon the arrival of our technicians. In reference to the previous commentary about claiming false advertising please read the advertisement well on both front and back. As with any coupon there are inclusions and exclusions or fine print if you will. We are not a scamming company. We did exactly what we advertised. We are not holding the senior discount. We are the party who pointed out that [redacted] did not receive the 15% senior discount for additional services (see the attached advertisement). The Golden Rule is important because it was spoken by Christ during his Sermon on the Mount. “So in everything, do to others what you would have them do to you, for this sums up the Law and Prophets.” --Matthew 5:12 (NIV). Honesty is part of the Golden Rule. If you want people to be honest with you then you should be honest with them. Mrs. [redacted] lied about paperwork she signed. The presentation of the Golden Rule is contradictory in this complaint. Why was our company not contacted by Mrs. [redacted] instead of jumping to complain to the Revdex.com for the general public read as if the goal was to make our company seem deceitful? [redacted] states that her daughter has power of attorney. Why did her daughter not call our company if she was concerned? The email that was sent to us did not state a customer name. The complaint is vindictive and not accurate because it holds untruths stated by Mrs. [redacted] and/or her daughter but backed up with our documents. We still do not know who to address. We appreciate Mr. [redacted] and we thank him for serving our country. Most people would not put themselves in his shoes to defend our country.  This is another reason we offer the 15% off additional work to senior, military (past and present) and expectant mothers; 15% off for military is our way of letting our service members know we are thankful. We have and have had family and friends in all branches of military. The senior discount is applied to the additional work beyond the $70 as stated on our advertisement. However, our technician did not charge the $70 minimum and he only charged $56 giving a $14 discount from the start. The additional work applies to the returns, mains, access panels, blower motor and A/C coil. White Mountain Air does not discriminate when scheduling and servicing someone’s home. Due to the severity of the accusations we will reserve the right not to discuss this matter further as it has been explained thoroughly. A senior discount bank check will be sent by certified mail to Mrs. [redacted] after calculations have been made and approved by management.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Please refer to attachment for my husband's response.  We prefer no further contact with this company and accept there will be no resolution. We hope that our complaint will remain posted for others to reference, much appreciated.  Regards, [redacted]The following is in response to the rebuttal made by White Mountain Air LLC to the complaint we filed against their company on 6/23/16.  There are a few quotes I will respond to directly.“Our tech recommended additional cleaning as the system proved to have excessive dust, pet hair, mildew, insects, fiberglass and construction debris. We were authorized by her husband and his signature, [redacted],”[Not that it matters, but my name is [redacted].  My wife’s name is [redacted].  We were both home during the service.]“She then stated that those words may cover the additional recommended work but she no longer agreed to the additional cost several days after the cleaning was done.”[This statement is factually incorrect.]“She clearly stated that she had told her husband she was going to call and demand a 15% discount because our advertisement offers 15% off above the 10 vent minimum to seniors, expectant mothers and military; so why not her.”[This statement is factually incorrect.]“She said she would be filing a complaint unless she received a discounted refund.”[This statement is factually incorrect.]“[redacted] seemed pleased until we got a call a few days later stating she no longer wanted the warranty and she had “trust issues” and again demanded a discounted check for 15% off.” [This statement is factually incorrect.]“Our supervisor called her husband, [redacted], from his personal cell phone while traveling between locations and did not receive a call back from him.”[This statement is factually incorrect.]As you can see, our version, not a second hand one, which is obviously what this rebuttal consists of, varies dramatically.  My wife never demanded a discount, I never received a call or voice message and we are not pleased with their sales tactics.  Our complaint can be distilled down this:  We ordered a service to get our vents cleaned believing it would cost less than $200 dollars.A serviceman arrived and cleaned our vents.After cleaning our vents, additional services were recommended with costs reaching well over $1000 dollars.We were pressured into accepting many of the additional services.We thought we were going to get our vents cleaned for less than a couple of hundred dollars and be done with it.  Instead, we were told by the technician that if at least some of the additional cleaning services weren’t performed, the vent cleaning would be for naught.  The technician gave us a tree & branch analogy to explain the reasoning why.  None of this was explained when ordering the service.  None of this was explained before the service began.  The point of this complaint centers on the tactics used by White Mountain Air LLC to sell their services.  We were pressured into purchasing additional services after work had already begun without being informed of the actual cost upfront. Furthermore, the method of their cleaning services, using their own tree & branch analogy, highlights their deceptive sales tactics.  Why would you clean the “branches” of the system before cleaning the “trunk?”  Once the “trunk” was cleaned, the system was started and stirred up dust & debris which was blown out through the “branches.”  This makes no sense if you are looking at cleaning the system holistically. We do not care to banter back and forth with White Mountain Air LLC.  We simply want to register this complaint with the Revdex.com in the hopes that others might benefit from our experience with this company. Regards, [redacted]

I responded to an ad in my local pennysaver for white mountain air (ad with little girl in pigtails blowing her nose) for $7 per vent. On 1-18-17 Craig showed up for the cleaning.  I paid $870 for an 8 hour cleaning.  My furnace performance had changed after the cleaning.  I called...

Joe O[redacted] and he said he would send someone he recommended from Doug's heating and cooling. They showed up and ground down my flame sensor (this shouldn't have been done since there is a plastic coating on part).  Now furnace is worse.   Called my company. (Emerald).  They replaced sensor and filter and got furnace back to normal.  I paid $240.23 I called Joe back for a reimbursement and he wouldn't pay.  Told him I was going to call Revdex.com.  He laughed and said go ahead they are the mafia and I don't care about being accredited by them.  It also took them over 2 months to reimburse me for an electrostatic filter.  When I talked to past employees they told me they were informed to lie to customers and tell them they have been with the company for years instead of the truth.  Which was that they were new hires.  Also, they told me that the pricing was based on how many referrals the customer could give and by calling Dave (Another manager) to see if they could lower the price and (clock-in or rope & dope).  I would not recommend them to anyone and I want to be reimbursed for the $240.23 I paid out of pocket to get my unit back and running.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, [redacted]  I have enclosed the coupon on the air duct cleaning so you can see for yourself how it is worded.  I did not contact them in May.  I contacted them much later.  The technician quoted me "after" he started the job and it was way beyond the original cost.  It was not worth what they charged simply because I could not see what was completed as it was all up in the attic.  I sent them a check for $91.00 which represented 13 vents at $7 per vent.  I did not get the check back stating they would not accept it so I assumed they will deposit it.  The check was dated 1-27-18 and I have a carbon copy of it if necessary.  Thank you for your assistance in this matter.

[redacted] called off the $7 per vent advertisement that states a minimum of 10 vents and includes a complete system inspection with written recommendations for additional services. We did clean the air ducts for several hours at [redacted]’s rental property. The condition of the system was very poor due to years of neglect; extending as far as the return runs being closed off with insulation. [redacted] opted to go ahead with addition recommendations and we cleaned her tenet’s system. Several days later [redacted] did call claiming that the system wasn’t performing as well as it was before so we immediately hired a reputable heating and cooling contractor and they went to the property. We took on the responsibility of paying the afterhours fee so we could eliminate any issues. There was an issue with her flame sensor that had nothing to do with our cleaning. The issue was caused by not having the furnace properly serviced but it was addressed by the contractor we sent out. [redacted] called us approximately two weeks later stating that she had Emerald go out for the same concern. She took it upon herself to pay for their service. [redacted] should have called us so we could have had the original contractor we paid return to the address and correct the issue. Instead she never even contacted us and went forward and contacted another company expecting us to pay what they charged her. We don’t even know what the charges reflected because we did not receive an invoice from either she or Emerald. However, it doesn’t matter anyway because we paid another company and we aren’t going to pay twice for the same service. The company that we paid would have gone back to recheck the system and take care of anything that was missed. Within three days [redacted] called to cancel the filter order. Without hesitation, the check was sent out to the address on the Work Order Contract but addressed to [redacted] (the address on file is her tenet’s). Every few days [redacted] would call and claim she hadn’t received the check. We told her we would put a stop payment on the check and issue another check. She was not pleased with our answer. Suddenly, [redacted] screamed, “What the [redacted] is wrong with your people. You can’t even send a [redacted] check out.” In more words, she stated she was going to slander our company. She finally cashed it which explained why she was upset when we said we would cancel the first one. We feel that she was trying to scam our company by collecting two checks to cash. Yes, Joe O[redacted] laughed when she stated on a recorded phone line that she was going to blackmail the company by saying, “If you don’t pay this bill I will report you to the Revdex.com.” She claimed she spoke to a former employee. That employee is no longer with our company after causing our first ever Revdex.com complaint. Joe O[redacted] trains each employee one on one in the field. During classroom training they are told the customer should not be able to tell if they have been in this industry for three weeks or three years. They need to have all the knowledge to properly represent our company. Hearsay from a former employee is irrelevant because he is a former employee for a reason. The technician must call the manager to see if the customer is eligible for any discounts that we offer. As a business, our goal is to complete the job to the best of our ability within the customer’s budget. Our recommendations are recommendations for a reason as shown with a live video or digital photos to our customers followed by the after video and/or photos. [redacted] can refer to it as rope and dope all she wants but we call it customer satisfaction. The hundreds of homes served and satisfied yearly compared to the few complaints proves our workmanship and customer service is A+.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am writing in response to “Message” from White Mountain
Air, heretofore referred to as WMA. I am a daily Catholic Mass participant, and
have been so for decades.  I like to
apply the Golden Rule to all that I do. 
WMA professes in their message to the same.  To wit, WMA wrote: “We take customer service
very seriously and maintain a good reputation for being a (sic) honest air duct cleaning company.” If we
can hold WMA true to their word, I am confident we can work out an amicable
solution.
1.      
 WMA
acknowledges error:  Overlooking an advertised
(on paper and online) 15% discount for seniors, military (past...).  We qualify. 
$485.90 x.15 = $72.885.  The total
charged should read $413.015. 8 % sales tax = $33.0412.  $ 524.77 minus $446.052 = $78.7138 is due to WMA error.
I accept initial refund of $78.7138 without
delay.
2.      
The Golden Rule, present in all major religions
and philosophies, has a moral, psychological, and spiritual dimension.  By treating others fairly, we create a better
world.  Psychological:  By discerning the needs of others, we become
more aware of our own.  Spiritual:  By treating others as we would ourselves, we
connect better with others, our customers, and with Spirit that unites us all,
to paraphrase author [redacted].
3.      
WMA fails on many accounts to uphold this Golden
Rule.  Do they empathize with an individual
grieving the loss of a functioning spouse and former service member?  Do they take into heartfelt consideration how
much understanding on octogenarian with a 6th grade education, in
the midst of that grief, can provide to a written document?  Have they provided proof that the written
estimate was granted PRIOR to the start of work?  Or have they taken a purely legalistic and textual
interpretation of the documents provided because it serves their
advantage?  How long will it be before
WMA has their own dementia affected family, and will they exercise the wisdom
that such reflection suggests to this complaint?  If WMA answers in accord with me to any of
these questions, I suggest they review their consciences, and consider how
clear headed, how understanding the customer was in the midst of traditional “bargain,
offer, acceptance” of contract law.  I
also suggest that they weigh the prosperity of their company against the risk
my husband took defending their freedoms during an active time of war, to make
LLC’s like WMA possible, and question if they deem $78.7138 refund is a measure
of their gratitude.
4.      
This Revdex.com complaint absolutely
states dissatisfaction with WMA services. 
This dissatisfaction has been felt and expressed from the outset.  Moreover, [redacted] has Power of Attorney.  My dissatisfaction and hers is reinforced
here.
5.      
WMA messaged it “does not and will never take
advantage of customers for any reason.” 
Can it honestly and forthrightly do so, in consideration of facts above
and below?  Will they take into consideration
my illiteracy and unfamiliarity of business and finance?  Will they take into consideration my
preoccupation, cognitively and emotionally, with my husband and Veteran’s
declining health?  Or will WMA persevere
in adopting an impassive, legalistic, and contractual approach?
6.      
More facts have come to light upon reviewing the
relationship between WMA and customer. 
7.      
WMA employees unplugged my sump pump in order to
operate their approximately 3x3 ft. blue machine.  WMA employees also unplugged at minimum one
other device.  WMA employees failed to re-plug
in these two devices, including sump pump. 
We are still assessing potential damage performed by this action and inaction
by WMA employees.
8.      
WMA employees insisted on installing a UV Purifying
Lamp.  It was only by sheer chance I
pointed out that one was already installed.
9.      
WMA employees made light of my advanced age and
declining health.  I declined paying in
advance for next year’s cleaning.  My
husband’s dementia had progressed, and I stated that, given his decline (and
the toll taken on me as chief caregiver), I may not be in the house next year,
WMA mocked my legitimate worries.  They
stated. “Why not pay for the next homeowner, as a gift to them?”
10.  
WMA seems to imply that they will hold my
advertised discount hostage, until they discuss these issues with me on the
phone or in person.  This seems to
violate UCC law.  Secondly, I invoke my right
to express myself in writing.  This right
is backed by Federal Law like the ADA, among others.  Second, I feel deceived by WMA’s use of phone
and in person communication, as these methods led to a quintupling of my
bill. 
11.  
WMA employed aggressive sales tactics that preyed
upon persons in my position.  I feel that
they cannot in good conscience yet uphold an assertion otherwise.  Please discuss.
In sum, I have applied the Golden Rule here.  WMA, in their message, infers to applying the
same.  I am confident we can reach an
amicable solution.  I look forward to
immediate refund of $78.7138 (15%).  I look forward to additional amends as law,
ethics, morals, best business practices, and their own customer service command. 
Regards, [redacted]

Another expected and false Revdex.com complaint. Any reputable small business exhausts every option to make a customer happy to avoid parental disruption from a non-affiliated company that publicly decides, according to its said ethics, what to post on someone else's hard work. Any company that is...

reputable would make a customer happy before a Revdex.com complaint is reported. Any company that is reputable would allow a complaint when a customer is falsely accusing a company, threatening defamation of business and character, authorizing work to be completed under contract then stealing services. Mrs. [redacted] had no issue at her home with her cleaning. It was once the services were completed that she decided she would put a stop payment on the check. And she should remember this because she emailed our company and we do have a record of it. So let me explain to you that my family owned company sends out hundreds of thousands of direct mailers monthly through several states.If this company operated the way Mrs. [redacted] is claiming, we would not be in business in fact we would have been shut down a long time ago. Perhaps, Mrs. [redacted] did not read the advertisement thoroughly (with the same fine print since 2013) before calling us and did not listen to our explanation of what the ad said about minimum charge to send a tech to her home and that we would clean 10 vents but anything beyond the 10 vents she would have to authorize the technician to clean. We have several signatures, even from her husband who she claimed was not home. The estimate, the work order contract, the customer evaluation and the live video inspection. All signed by [redacted] and [redacted]. We did not take advantage of anyone. We don't discriminate. Our goal as a business is to deliver our services and products to our customers with 100% satisfaction and so that we can put food on the table for our children.   We completed exactly what we advertised. We even told her in May of 2017 when she contacted us via email that our services are not free and that we honor what we advertise.  It was not until a letter of an outstanding balance was sent to her home certified stating that she knowingly contracted with White Mountain Air and that her bank did not honor her check; that she decided she would complain to an unaffiliated organization about the services she stole from my company. Maybe she never had a business but when employees go to work we have to pay them and because we paid our technician to complete her scheduled appointment we are at a loss. The funds paid to the technician did not come from the company rather my potential income always when services are stolen under contract. We have spent time over the phone with Mrs. [redacted], we cleaned her air duct system and we are taking the time to rebuttal this complaint. We cannot control what anyone will do we can only hold ourselves accountable for our products and services and our customer satisfaction.  We have enough documentation on every appointment we attend so that our customer is happy and so we know that are technicians are following company policy and procedures. We have allowed customers to steal from us in the past to protect our reputation. We will not continue allowing our team and organization to be taken advantage of. We have no choice but to take Mrs. [redacted] to small claims court.  I apologize that I was unable to rebuttal the complaint in a satisfactory time frame. I did place a call to [redacted] at the Revdex.com in Buffalo. I also emailed because it would have been easier and less time consuming to present the series of events over the phone. [redacted] said that she left a message with a girl over the phone but we cannot find the Revdex.com on our recorded call logs. [redacted] emailed that they would only allow one or two sentences because of the workload that she has to attend to. At least something along those lines.Honestly & Successfully, Beth O[redacted]