Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted this company based on and add they provided for $69 unlimited cleaning for air conditioning ducks. When we called in to schedule the appointment, they asked how long it had been since our last cleaning we told them more than three years. Theyhave sold us to a whole house cleaning for 199. When they got here they said that there was mold in our system and weshould buy a UV filter that they would cut into our main unit. They tried to upsell us 550 for chemical treatments for the next three years or $1200 for a UV system to be implantedin our current unit. Ive read online that several people have experienced the same thing they call in for the ad and get up sold and up charged. This company is straight up a used car dealer type of situation where they try to get in the door and then sell you upgraded experiences. These experiences arenot based in reality. Theyre based on trying to sell us and everybody else that they try to sell to. Its a completely bait and switch situation. They told me if I made a five star review for the individual technicians mentioned in the review with two pictures they would give me a $10 off.

  

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond and provide clarity.
  The customer contacted us after seeing a promotional ad for basic air duct cleaning. This offer includes limited services and is intended for systems in qualifying condition. As part of our standard process, we always ask during the initial phone call about the condition of the system including how long its been since the last cleaning to determine if the home is a good fit for the promotion and to set expectations properly.
  Upon arrival, our certified technicians performed a thorough inspection and observed signs of biological growth inside the ductwork. They explained the condition to the customer and offered optional, industry-standard solutions such as UV light installation and chemical treatment. These recommendations were never mandatory.
  Wed also like to address a few important points:
  We do not ask customers to leave reviews in exchange for discounts. After every service, our system automatically sends a follow-up SMS with a review link. This is a fully optional, automated process.
  The duct cleaning itself was completed in a professional and documented manner, with before-and-after photos.
  Immediately after the customer contacted us with concerns, we issued a full refund for all services provided, including the completed duct cleaning. We do this whenever a customer expresses dissatisfaction, even if the service was performed correctly.
  We understand the customer referenced similar reviews online. It's important to know that Top Air Solutions has proudly served the Chicagoland area for over 15 years, operating a fleet of 18 work vans and servicing thousands of homes and businesses every year. The vast majority of our customers are satisfied and return to us because of the quality, transparency, and professionalism we offer.
  We take feedback seriously and are committed to continuous improvement. Should the customer have any further questions, were always available to assist.
  Sincerely,

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Top Air was called 10/11/2023 for our apt 10/25/2023. The people who was clean the vents asked how many vents we had and return. They were accessing the furnaces after asking how long has it been since the vents have been cleaned and I said over 2 years. ******** use a ladder to access the furnace and return and i saw his leg came through my ceiling. They said theyll call the manager and the manager will assess the damage and they will have a contractor come to repair the damage. We was also told they would still come out and clean the vents. 10/26/2023 I get a message saying a ******* who is the manager will come out yesterday but i get a text message saying ******** is en route. The two guys called and just told me they are going to be coming in and out. These men were not licensed contractors they were with **************** No one introduced themselves until i asked so who are you. One guy with a top bun on his head says im **** the manager. Once he comes in he says they guy said it wasnt his fault without even inquiring about what i witness. He continues to say Im just here to get this done. So not only was the drywall and paint damage, insulation that fell was missing and the vent for the return was bent. Once they finish drywalling and mudding the ceiling, replacing the vent, his partner who never told me his name said were going on lunch then we will come back and sand down the mud. They come back and gather their belonging and clean up the mess they made only to leave my front door and house door open never to tell me if they were going to finish sanding and paint match. All day i havent spoke with *******, he still hasnt return my call. No one is calling me back. I called and **** told me the company will call you back to schedule a time to come and finish. Not only that when i asked **** why they still are not able to clean the vents as previously requested he told me the ***** were TOO FLEXIBLE and we dont go in attics to clean vents.

  

  Business Response

  Date: 11/15/2023

  During an attic duct system inspection **************'s leg broke the ceiling drywall. We contacted the home owner immediately to schedule the repair of the ceiling, the appointment was scheduled for the next day! (we never heard of a service provider that would schedule the repair for the next day!) that shows how dedicated we are to our customers. Upon arrival the house residents were rude to our technicians, to the point they would not be able continue working. The Minute our technicians left the premises, we got this complaint and the same negative ****** review. We tried to do everything we could to fix the issue.
  The house is old, the duct system is flexible and old aluminum foil, there is no way to clean it!
  From this point on due to the bad way the house residents are treating our service technicians we would not be able to send someone back.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20787598
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The technicians were not disrespected. We were told multiple times that they would come back to repair. If they felt we disrespected them then they shouldve have let us know immediately that they would not be returning to repair a damage they made. Rather than ignoring our phone calls. The building is not old. And if the technician opened the duct IMMEDIATELY you can see the air ducts were flexible without him walking halfway through the attic of our home. Unlike other services they send people out to inspect ducts and let the customers know that they can or cant preform the work. This incompetent company just randomly shows up takes photos with iPhone of your ducts and expects you to have a good quality service. 
  We were told the same day that the manager was coming out and they never did. We waited 2 days before they sent their own technician NOT qualified contractors to repair the ceiling they broke. If you are an air duct cleaning why are you using your own employees to do work thats not qualified by your company? Again this place need to reevaluate their service and do better with how they do business. Top Air is at fault and no longer wants to repair the damage because they know they cant afford to.

  

  Business Response

  Date: 12/05/2023

  As we explained in the previous response. Due to the fact that our service technicians were mistreated, we are not able to provide any service at the residence. Regarding the skills of **************, in addition to duct cleaning we do HVAC With full attic system installations including drywall and new duct systems. So yes the assigned technicians do that type of work on a daily basis. And when it comes to duct inspection prior to cleaning we do need to check the entire duct system (if flexible) to determine its condition.  
  
  
  
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20787598
  
  I am rejecting this response because:

  The Technicians WERE NOT MISTREATED. Especially when **** comes to my house saying that it was our fault. As I previously stated if you didnt service the type of furnace or ducts you would have specified that in the beginning and he would have seen that clear as day when he opened the crawl space of the attic without walking 15 feet towards the furnace. This still doesnt excuse not being able to sand and mud drywall that was installed. I am currently pregnant you left insulation all over my walls in my kitchen, bathroom, floors and refrigerator. Nor was it replaced when the ceiling was repaired INCORRECTLY. Saying someone was mistreated because that blamed an OLD house and flexible ducts is a poor excuse for not repairing a damage that was cause by your company. I would remove my review from ****** but it deserves to stay there. Your company has caused nothing but emotional pain to my family for what was done because of your childish excuse for consistently saying your technicians were mistreated. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/10/2023

  We did our best trying to resolve the issue as fast as we could , as shows in your pictures. At this point There is not much that our business can do.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20787598
  
  I am rejecting this response because:

  The Manager chose to disregard my safety and well being and never asked about my mistreatment. The manager ******* never came to assess the situation if you did maybe you would have listened to my concern. But you rather send someone else on your behalf and use the excuse that they were mistreated. You chose to take the word of your employees rather than being a decent human and calling me and asking how can we resolve this situation. You rather ignore my call and not take accountability for your employees mistake whether its due to the cost of the damage you caused or because of the distance of travel. You rather ignore my concerns which are many: your employees still coming into my home with foot covers worn outside on the ground and coming back inside walking on my floors. They left broken drywall on my porch and joint compound (mud) on my bathroom floor and in my sink. They never requested where was it ok it mix that powdered substance in my home. They mud my ceiling and walls and cut out a hole BIGGER than the damage caused by the previous technician. I was lied and told that you would come out the same day and I waited two days to see someone who was not the actual manager. The residue of insulation was all over the floors, walls and surfaces of my kitchen while Im currently 6 months pregnant. They left my door open telling me that they the office will call to schedule them to return to complete the sanding and painting of my ceiling and walls. I was ask what color to get the paint and I requested that they match the color from the wall and ceiling regardless of the paint being 98% a match but they rather argue with me about another part  of my house being painted that had nothing to do with the color of the wall and ceiling of my kitchen/hallway. You consistently want to make excuses of the building being old as if your company only cleans vents of newly built homes when Im sure youve cleaned 100 year old houses. You want to make an excuse of not being able to service me because the vents were flexible but I see photos of before and after flex vents cleaned on your reviews. You make an excuse that you dont service my type of furnace when the furnace could be seen from the moment the attic was accessed without walking 15 feet through the attic. You wouldve have know all of these things if you were present to access the situation as you called and said you would. Rather than ignoring my phone call you would have just said we wont be coming back to fix the damages we made. You chose to have **** come without listening to what I witnessed with my own eyes a leg breaking through my ceiling as hes entering my home saying that the technician said it was our fault. This is the way I was mistreated but you dont care to listen to me. You rather keep making excuses of me mistreating your technicians when Im watching and witnessing them making more mistakes and creating a bigger problem. I have been mistreated this entire time and this would have been resolved long ago if YOU came out like you said you would. I have photos of everything I stated and yet all you have is the words of your technician. What a pathetic excuse for a company for being about to reconcile with a consumer. While you waste your time going back and forth with me because of false claims that I mistreated your technicians.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please find details attached below. Summary: Top Air Solutions serviced my home on March 31st of 2023. I received an advertisement for $69. I proceeded to book an appointment with them and upon arrival the technician told me right away that it would be $200 for my home. That is a huge difference, but I decided to proceed regardless. During my appointment, the technician told me that my system needed to have a mold filter and that he could do it for $1000. I proceeded to decline stating that I did not have the money to do so. Throughout my entire three hour appointment, he proceeded to harass me into his scare tactics, saying I needed many different things to upgrade my system. I proceeded to decline since I was very firm on my budget. He then told me that if I wasnt going to install the mold light system that I should at least add on a treatment for $50. I agreed and confirmed with him that my total will then be $250 he said yes, and proceeded to get to work. Upon checking out he told me my total of $448. I asked him why it was that much since we agreed that it would be $250. He then became passive aggressive, and told me that he explained that it would be an additional $250. He was very rude and I was home alone as a woman with my child. I was not going to proceed to argue with him and his unprofessional rude attitude. I agreed to pay and as soon as he left, I called the company. The man who answered, told me that I will get a call back soon after I called twice and was never reached out to by this company by phone or email. The company tried to tell me that they tried to contact me by phone however, I have proof of phone statements that shows they never called. Upon doing more research I have found over 40+ Customers who have experienced something very similar as myself. I worked for a small business for five years and I know this is not how a small business should be ran. I would like my $249 refunded that I did not authorize.

  

  Business Response

  Date: 09/14/2023

  On March 31st we Performed a full air duct cleaning service at the location. Our Two technicians have cleaned the ducts for close to three hours, The price for a full system cleaning is $199.  We have numerous air duct cleaning promotions in almost every media. Those promotions include $69 cleaning for supply vents cleaning  and $199 for a deep cleaning, when a customer calls to inquire about a service we always ask for the type of the promotion, we explain what would be included, and we discuss additional options over the phone, (those steps are taken so we would be able to provide the best explanation regarding any package and for us to be able to provide the best service for the location) that was the same case this time when mis ***** called to inquire about the $69 supply vent cleaning , our office have explained her about the deep cleaning option  which would include all supply and return ducts. So, when ************** showed her that her returns needed to be cleaned, that was not a surprise, as this was discussed over the phone. In addition, the technician sanitized the ducts for the amount of $249.
  We have never heard from *************** after the cleaning, and on May 8th (two months after the service) we got a refund from ***************** bank for the full amount of $448 (cleaning and sanitation) we have submitted all documentation to the bank and chargeback was declined.
  We had two Technicians that cleaned the house for Three hours, service was done, so why apply for a full refund? That is unfair to us as a small business, *************** could have called us letting us know that there is a problem, and even now when asking a refund thru the BBB she is saying that she has agreed to pay $50 for the additional sanitation service, so why after the sanitation service was completed mis ***** want a full refund for the service?  
  We thank you that you have taken the time to do research and read our reviews, but you should also read the 500+ 5-star reviews, and thousands of satisfied customers.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20523189
  
  I am rejecting this response because:

  My dispute was closed due to a technical issue with them not receiving my fax documents. I currently have 5+ years at a small business local to you who has been opened for 13 years. They have 2 bad reviews and hundreds of positive ones. Operating as a small business has absolutely nothing to do with the c*** job your employee did. A good business man takes accountability. Especially at the expense of his company. Word of mouth is what makes a business. I have shared my negative experience with my community so they are not scammed by you. I agreed to pay $250. NOT $449. Im sorry your employer harassed me. I was not going to argue with a man about a price in front of my 1 year old, home alone. Are you going to address that? You have many reports with BBB. I advise that you stop scamming your customers before you are shut down. As mentioned, Im sure some of your employees are great. The younger gentleman was respectful and did his job. Meanwhile your other employer bothered me every 15 minutes to use your scare mold tactics. He was beyond comfortable in MY home. Also, I reached out to your company. No representative ever contacted me back. I have months of phone records to prove that. 
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/08/2023

  Dear *******,
  We work on a very high volume, serving tens of customers each day, and its natural to have bad reviews. We need those authentic reviews to learn from our mistakes, improve, and grow as a business thats willing to provide the best service possible.
  All service companies, especially HVAC/duct cleaning, have good and bad reviews and reports with the BBB, as you are stating.Luckily,  with the thousands of super-satisfied customers to whom we have provided service, we have hundreds of positive reviews! And thousands of satisfied customers who always return to us for more services that we provide.
  You cant have service from a business and then start collecting other people's or spam accounts' bad reviews and present them as proof for your case.
  As an air duct cleaning business, we see systems that have mold in them; if we find any, we will always show the findings to the customer,so he will be able to decide what to do with that.
  If you would contact us after the service instead of canceling the full payment, then we would be able to send a team back to inspect and fix any issue you might have, as we do in most cases.

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20523189
  
  I am rejecting this response because:
  Once again we are going around the issue here. May I kindly remind you what the issue is so we don't have to keep going in circles. 
  

  I contacted your company the second your employees left. I was told that the manager was not in and that I would be contacted. When I wasntI called again and was told the same thing. I never heard from your company again. I agreed to pay $199 for your services. However, you as a company are not owning up to your mistakes. Your employee gave me the wrong information and it cost me an additional $250. I do NOT believe the customer is always right. I've worked customer service for 10+ years. I know how frustrating it can be but I also know that when mistakes are on a companies end, it is their job to fix it and work with their customers. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/23/2023

  Dear *******

  There is nothing more important to us then our customer satisfaction, we would be willing to refund a total off $200.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/1/2023 technicians arrived to perform the deep cleaning air ducts package $199. Similar to many other complaints and negative reviews technician immediately made claims of observed mold in vents and coils that would require a UV lamp ($1200) and sanitization treatment ($700), but that they would provide us a deal package of everything for $1500. I agreed to the work, but also immediately checked reviews and BBB complaints observing that this appears to be a common scare tactic employed by the company to drive exorbitant increases in services performed. The frequency with which this exact story is told by customers and the frequency with which they've "found mold" strongly suggest this is a scam being run on customers.

  

  Business Response

  Date: 08/08/2023

  We performed service at ************************************************************************** on 8/1/2023. Upon the camera inspection ************** estimated what the system required and thats the service that was provided to the customer. Right after the service was complete we received a complaint from the customer over the survey that we send out after the work is complete. We attempted several times contacting the customer with no response. It seems that his problem is not with the service or the product. Its with other peoples complaints.

  We really dont understand what is the problem, if there is no issue with the service or the product. The invoice states clearly No refunds or exchange. The customer should of made his research before he agreed to have the service done and not after our team already spent the time cleaning the air ducts and installing the air purifier system.

  If there is an issue with the service or the product we will be more then happy to send out an inspection or redo if needed. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20411697
  
  I am rejecting this response because: the complaint is directly related to fraudulent claims of what was "needed" and done. The citations of other complaints and reviews was included solely to demonstrate this is a pattern of fraudulent and deceptive behavior by the business. The pricing of the services and goods that were claimed to be needed are vastly exceeding fair market pricing and are routinely thrust on consumers during the visit (again documented by multiple complaints) which precludes any evaluation prior to the service occurring. The businesses practices read as a textbook example of poor and deceptive service from EPA (
  **************************************************************************************)
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/10/2023

  We are very sorry you feel this way,but the cleaning was performed and the sanitation was sprayed into the ducts. You received a package deal. The best resolution that we can offer is to send out a technician to uninstall the *** system and refund you $800. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20411697
  
  I am rejecting this response because: I do not consider the "package deal" that was offered to be an adequate resolution for deceptive business practices and price gouging.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service was performed on 7/15/23 for a deep cleaning at the original cost of $199. The technician did a brief inspection of my ** unit and claims there was mold everywhere. He proceeds to embellish his story by coughing repeatedly and forcefully. The technician then attempts to show me where he is seeing the mold. Unfortunately, the camera he is using is very pixelated and does not have resolution enough to visually confirm of any mold growth. I asked him if he would open up the panels to see the ** coils visually and he declined to further inspect the ** coils visually as opposed to with his grainy camera.The technician proceeds to use scare tactics based on his assumption of mold growth. He tells me I have to wear a respirator or I will have health problems in my home. No one in my home has had any symptoms of mold exposure. He pushes service for a UV light installation for $1500. He later cuts the price down to $900. He pushes for a $150 sanitization service and cuts that price to $100. Based on the assumption that I had mold, I elected to have the sanitization service. The final cost to me was $330.On later visual inspection of the ** coils no mold was found. The technicians failed to clean return ducts in the master bedroom. They did not replace the duct tape that was removed for inspection of the ** coils. So I had to get the aluminum duct tape and do this myself.I am looking for a $130 refund for an incomplete job and for unnecessary services rendered. I do not trust this company and will not allow them to return to my home.

  

  Business Response

  Date: 07/25/2023

  As of 7/17/2023 this matter has been resolved. We have Refunded $150 to the consumer and he is satisfied with the resolution we have offered. No further action needs to be taken as we do feel this matter is resolved. Thank you

   

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service 10/20/22 I paid $1,100 to clean air vents and put ultraviolet light for hcvc system. Tech said I had mold in the 1 vent which I found out later that I didn't. Also, the blue light indicator light lasted 3 days and went out and not working when I was told it would last a year. I called several times to tell them about the blue light and I was treated EXTREMELY RUDE. They said they would get back to me but never did and now they are ignoring my calls. I am 78 years old and feel they are taking advantage of me. I want this resolved. I will pay for 2 vents to be cleaned but want a refund for the broken blue light. They can take this back and issue a refund.

  

  Business Response

  Date: 01/29/2023

  Hello ***** ****

  We are sorry for any inconvenience , our records shows that we have issued the refund for the ultraviolet device in December,  

  we will contact you and our merchant service tomorrow,  to see how can we resolve the issue

   

   

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to share an experience I had with an air duct cleaning company, hoping that no one will be subjected to the nightmare I had. On October 8th of this year, I responded to a coupon in my local advertising flyer for a company by the name of Top Air. Setting the appointment was easy enough, as at the time, they were very pleasant.We agreed on a time, and day for the service. Several hours had passed from our original time, and finally, a young technician came to my home, and at first, was very polite. At one point, he asked to use my bathroom. I am a widow, and very leery of strangers, and was not comfortable with his request.From that point forward, his attitude took a turn for the worse, as did his quality of work! Several heat vents, as well as returns were not even cleaned, or for that matter, even removed for inspection. He left without addressing my concerns. His only concern was my form of payment.After he left, I promptly called his company to express my concerns, and I was assured of a 10% discount, as well as a complete redo of my service. On November 1st, I arranged to have the service performed again. At 5:30pm, two different technicians showed up with a vacuum cleaner, and said they were instructed to " spot check" the job, and not a complete redo of the job, as agreed to by " ****".The techs left, and I finally reached a man by the name of *****. He was extremely rude, and dismissive, for no reason at all. He informed me they were not coming back, and if I wasn't happy, I could do what I felt I needed to do!Well, reaching out to you is what I feel I need to do, as I have paid for a service that wasn't completed. Any and all help you could be in this matter would be greatly appreciated. Thank You.

  

  Business Response

  Date: 12/09/2022

  We came out to provide service at customers house on 10/18/22.
  Customer emailed us the same day to complain that she was not satisfied with the service and that the technician wanted to use her bathroom and she did not allow him. No need to say that she was very rude to him. (Telling him that he is a dirty person)
  We scheduled her immediately for an inspection with a different crew and issued a $40 refund for the inconvenience.
  The crew went out, and upon inspection they found her ducts in a clean condition. Customer was very rude to them as well (telling them to shut up and they can only speak when they were spoken to), she insisted that they reclean the system once again. She then told them that she doesn't have time for them, that she wants the company to send her another crew on a different day. She kicked them out.
  On the same day she called the office to complain again and spoke to the office representative in a very disrespectful manner.
  After all the years that we have been providing service to thousands of customers we have never dealt with such rude and disrespectful person, you need to understand that you cant treat people the way you do, we are all human beings.
  Needles to say that the first thing the customer did before resolving the issue is to apply for a refund to her bank and cancelation of payment.
  As a business that is build on trust and returning customers, we always strive to provide the best service we can, as we did at this time (issuing a partial refund immediately and scheduling an inspection from our end even before any proof that the service wasnt complete.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18472711
  
  I am rejecting this response because:they are falsely depicting what happened. On the 18th the crew came out and the guy insisted as soon as he arrived to use my restroom. I told him I gave a health issue and cannot use a common restroom it will require cleaning after a strange uses. Therefore I apologizes and told him Im sorry but he cant use my restroom. He argued with me for 15 min. I was already comfortable and a single woman with the disrespectful crew they sent who was screaming and arguing about using my restroom. The crew didnt complete the job and only did 1/4 of the house and left after sometime. I called the company and they issued a $40 credit right away because the crew left without finishing. The original payment they took included a 3 year service which I dont want because they never did the job right why would I ask them to come back in a year. Im looking for refund of the 3 year warranty along with refund of lack of doing job right. ***** the manager told me he would have **** contact me to schedule someone to come out which was scheduled and no one showed I waited 3 hours. Now Im disappointed and angry they broke their commitment. **** yelled at me on the phone and my daughter heard the entire conversation. **** didnt apologize for his crew not coming instead said we arent coming st all, do what you want report me, contact your credit card company I dont care. Ive never met any company this rude and not finishing the job. 
  it makes sense why they have so many of the same complaints at the BBB. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/20/2022

  The fact that we have issued an immediate refund for the inconvenience and the fact we send a crew to inspect and redo if needed, shows the type of business we are, we always strive for our customer satisfaction.
  There is no evidence that the service wasnt completed,  when our crew arrived to do inspection. They were treated with disrespect,
  It is not logical for our tech to spend 15 minutes arguing with you, they have a number of jobs to finish each day, they would not spend their time on that!
  We don't know if you're a widow or not but the gentleman that was present during the service is ***** than you.
  We dont really understand what is that you want, you are asking for a refund for a job that was completed from our end?
  After all the years that we have been providing service to thousands of customers we have never dealt with such rude and disrespectful people, you need to understand that you cant treat people the way you do, we are all human beings. 
  Regards

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18472711
  
  I am rejecting this response because:nothing has been resolved. You continue argue the facts and are pointing fingers about being rude but its you that are being rude. My daughter heard and can attest the rudeness you displayed on the phone when I called. You provided a credit for a 10% inconvenience fee because your team left without completing the job. I paid $230 alone for a 3 warranty and service when its clear I will never use you again based on your lack of professionalism, manners, and service. I also paid $199 for the actual cleaning that wasnt completed. I want a refund thats what I want because service wasnt done fully or properly. You say your team and you dont have time to argue but in fact you are arguing now so its clear you have nothing but time. Bringing up if I am widow or not is not your business and shows your lack of professionalism that youre talking bad about your client and judging them. Whats next race? I have been clear from the initial service that I wasnt satisfied and the team left without completing the job and I am requesting a refund.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service on 9/9/22 I called them booking an appointment for the $69 special they had in the mail. The girl told me i could be charged $199 if my vents were really bad and hasnt been cleaned in the past 3yrs. The tech would come in, inspect the vents with a camera and let me know if I can use the coupon. Fast forward to 9/9/22. The tech (Eden ** came in, moved my vent cover looked inside with his eyes/no camera and said oh youre going to need a deep cleaning. I told him I bought the house in February and was told they did a deep cleaning with the seller who flipped the house bought it so a deep cleaning was not needed. I just wanted a light work does because of my son asthma issues. He begins to start setting everything up and I asked him to show me what he sees with his camera that he never used as to why i need a deep cleaning. He kept the camera pressed up against the vent saying this is mold, i told him Ill get the mold taken care of i need to see the THICK dust. He told me my dust wasnt thick it was light. So i asked him to explain if the dust is light why am i being charged $199 and not the $69 special because clearly they had been cleaned prior to me purchasing the house in Feb. He spent 10min going back and forth with me about this so called deep cleaning. I asked the assistant to show me the bins where the dust was collected. It was equivalent to me using a house vacuum in one cleaning for a single room. I called the office and explained to them what the issue was. ******* called me after his tech called him on site (speaking another language), trying to convince me and tell me I was on the schedule for a deep cleaning but I told him i called for the $69 special and its not my fault your front desk employee put the wrong information. He then said he would refund me the difference. I am still waiting on my $130 refund. The owner/manager ******* is refusing to take my calls or return my messages and has blocked my number from reaching them.

  

  Business Response

  Date: 09/23/2022

  Our two technicians have cleaned the Duct system for two hours at this location.
  The job was scheduled for a deep cleaning (all ducts included for $199 ) We have two promotions $69 for all the supply vents (basic cleaning)and $199 for a deep cleaning (supply vents and return ducts).
  ************** arrived to do the deep cleaning as discussed over the phone after service completed customer decided that the ducts does not need to be deep cleaned and are willing to pay only $69.
  We do not charge additions if the dust is thick, we charge addition for cleaning of the return ducts.
  We hope that after the deep cleaning when all the ducts got brushed and vacuumed, it will help with the asthma issues.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18020400
  
  I am rejecting this response because: I never discussed a deep cleaning with the phone operator when scheduling the appointment. I asked for the$69 cleaning only. The house was just cleaned previously before I purchased. They techs were not at my house for 2hours. They were at my house for 1hour. The tech tried to FORCE a deep cleaning of $199 on me and I refused. Before he started working I told him I do not need a deep cleaning i only need basic service before the fall and winter arrived. The tech would not back down from charging me for deep cleaning. He also was trying to force a $1000 charge for mold/sanitizer and I refused that as well. He never looked in my vents with a camera to see that there was no heavy dust he immediately walked in the door saying i need a $199 deep cleaning. I said basic cleaning he said ok and will start the process. After he finished he came back again trying to force me to pay for deep cleaning. The manager/owner ******* called me I told him what the issue was and he stated he would refund me the difference and never did. No one in my house has asthma they may have me confused with another customer. I would like to have my refund of $130. After reading other reviews I see this is a consistent scam they have done on other people as well. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/13/2022

  Dear *******
  We are sorry for the inconvenience, there was some miscommunication,The technicians had $199 promotion (all vents and returns) on their schedule thats why they performed the deep cleaning at the location.
  We will always strive for our customers full satisfaction and would issue you the Refund for $130.