Complaints

This profile includes complaints for Duct Professor Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duct Professor Heating & Cooling

  15 E. Palatine Rd. Ste 117 Prospect Heights, IL 60070

  
• 

  Duct Professor Heating & Cooling

  15 E Palatine Rd Unit 117 Prospect Hts, IL 60070

  

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:09/18/2025

  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.

  I hired Professor ************ over the summer to repair my air conditioning after it broke down. I was charged $20,000. Since the installation, the system has made extremely loud noises when turning on and off, resembling someone falling down the stairs or breaking into the house. The noise is so severe that the ground ********** home is ***** square feet, and this issue has made the system unusable. The company has not provided a solution, and I am deeply disappointed with the outcome. I respectfully request that your team resolve this matter without further delay.Please advise on the next steps. I need some money back to fix the issue and have spent all my savings on this unit unfortunately. Regards *******

  

  Business Response

  Date: 09/19/2025

  Dear ***** We apologize for the inconvenience and frustration caused by the service that did not meet your expectations.We sold you a full system (high-efficiency Furnace and AC), and they are working perfectly, per your words.The issue you have is with your ductwork, which makes noise when the system starts working, and we did not install it.We did come back 3 times to fix the noise that you have (with no charge), but with no success because you dont have enough returns in your house.**** came to your house 3 times and showed you everything, and gave you 3 different options for repair, and told you that we are doing everything to fix your issue so you feel satisfied with our services.We even scheduled a service call back for next week with your husband with no charge, and you both agreed on it.Please let us know how we can fix the issue with the options that we gave you.Thank you and have a nice day!

• Initial Complaint

  Date:07/30/2025

  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 am filing a formal complaint regarding a recent service from Duct Professor ***** which I believe was incomplete, causing financial loss and significant distress.On 06/27, I contacted the company because my homes A/C was not cooling. A technician inspected the unit and diagnosed three issues:1. The refrigerant was completely empty,2. The capacitor needed replacement, and 3. The outdoor unit required cleaning.I was charged $850 and agreed to the recommended repairs. After the service, I asked if everything was resolved. The technician confirmed that the system should now work properly.Since the weather remained mild, I didnt use the A/C much for a few weeks. On July 24, during a heatwave, I turned it on again and found that the air was not cool. I called the company, and the same technician returned. He found the refrigerant level was again at zero and said there appeared to be a leak. He told me that a leak test and new refrigerant would cost an additional $450+ and clearly stated that no leak test had been done previously.I contacted the company to report that the original service was incomplete and requested the leak test and refill be done at no additional cost. They refused, saying I had not requested a leak test.This reasoning is unacceptable. I am not an HVAC professionalthat is why I trusted and followed their technicians diagnosis. If the refrigerant was at zero, the technician should have at least recommended a leak test. Failing to do so caused further malfunction and now additional expenses. I now question whether this omission was intentional to secure future work.Despite multiple attempts to resolve the issue, the company has not responded. My family has endured days of extreme heat with indoor temperatures up to 93F, causing physical and emotional stress.I am requesting that Duct Professor **** acknowledge the inadequacy of the original service and provide the leak test and refrigerant refill at no cost. 

  

  Business Response

  Date: 07/30/2025

  Hi Team
  
  To clarify, during the initial service visit, the technician identified multiple issues with the unit, including a significant buildup of lint and debris due to lack of maintenance. Photos were taken at that time and will be provided for reference. The technician discussed all findings with you, including the likely presence of a leak, and presented repair *********** chose to move forward with a more limited service cleaning the unit, refilling the refrigerant, applying a leak sealant, and replacing a faulty capacitor with the understanding that this approach would not guarantee a long-term fix.During the follow-up visit, the technician re-evaluated the system and explained that the next necessary step would be to perform a leak test. Based on the results, additional repairs may be required, such as sealing the leak or replacing damaged components like the coil or compressor.Weve done our best to provide a clear explanation of the systems condition and all available options. At this point, were happy to move forward with any repair route you choose. However, were unable to offer complimentary follow-up service.Please let us know how youd like to ************ regards.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23674289
  
  I am rejecting this response because:

  As I mentioned from the beginning, I do not dispute that the technician recommended cleaning the ** unit, recharging the refrigerant, and replacing the capacitor. I fully accept and agree with those findings.

  However, I strongly disagree with the decision to proceed with only those three actions under I was aware of leakage and select the service.

  Lets set everything else aside and consider this from a standpoint of simple common sense.

  Who, upon recognizing a possible leak, would agree to recharge the refrigerant without leakage test spending $850 which is a big money even though it is simply common sense the gas will be drained again? 

  If a leak is suspected, its only logical to assume that the refrigerant will escape again at some point. In fact, it would have made more sense not to recharge the refrigerant at all than to proceed with recharging it without a leak test. Doing so is inherently contradictory and illogical.

  As supported by numerous industry standards and guidance, any system found to be low on refrigerant must be evaluated for possible leaks before any recharging is performed. Failing to conduct a leak test and simply refilling the refrigerant invites repeated failures and unnecessary costs, and should be considered improper service.

  Sincerely,
  
  Bon **** ***

  

  Business Response

  Date: 08/11/2025

  Hi There, 
  On June 27, our technician inspected the customers AC unit and determined it had multiple issues: low refrigerant, a failed capacitor, and significant debris buildup. The technician explained that the refrigerant loss strongly suggested a leak and outlined two possible service approaches:
  Immediate leak test to locate and repair the source of the loss before recharging refrigerant.
  Short-term service to restore cooling, including unit cleaning, capacitor replacement, refrigerant recharge, and application of leak sealant, with the understanding this would not be a permanent fix.
  The customer chose the second option, which was completed for $850.
  When the system was rechecked on July 24, the refrigerant was again depleted, confirming the need for a leak test. As this step was not part of the initial service, it is billed separately.
  While we understand the customers frustration, the work performed in June was completed according to the service option selected at that time. We remain available to perform the leak test and any necessary repairs promptly, but we are unable to provide these additional services at no cost.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23674289
  
  I am rejecting this response because:

  Dear BBB officer,

  I have reviewed the businesss response and find it unsatisfactory for the following reasons:

  1. At no point was I informed that a leak test might be necessary, nor did I knowingly choose an option while understanding the need for one. The businesss claim that I chose the second option with knowledge of this is not true.

  2. I followed the technicians instructions regarding the repair work; I did not make an informed choice based on knowledge of a temporary fix or potential future issues.

  3. The work performed did not resolve the primary issue the leak which was known by mechanic from the start. Charging me again to address the same unresolved problem is unreasonable and unfair.

  I respectfully request that the BBB keeps this complaint open and urges the business to provide a fair resolution, such as performing the leak test and necessary repairs at no additional cost.

  Thank you for your attention to this matter.

  Sincerely,
  
  Bon **** ***

• Initial Complaint

  Date:11/04/2023

  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.

  The contractor presented for the tune up. My husband provided additional information that was provided by the comed/people's Gas contractor on 11/04/23. He checked the furnace and told my husband a sensor needs to be replaced and it would be $220. My husband found the exact part for $8 and asked the contractor if he provided the part what would be the cost and the contractor said $220. My husband asked him to leave and the contractor then said the cost to replace it would be $89. My husband asked him to leave again and that we would not be utilizing his services. The contractor stood in front of our entryway until we sent $89 via Zelle and did not leave until he received confirmation. When I called the company afterwards the women said "he did his job by telling you what is wrong with your furnace and you didn't provide the right information" I hired them for the $0 service fee. From previous experience tune up fee and service fee are two different things.I am requesting the refund because customer experience and safety should be a priority. Transparency regarding price should be given to customers to build trust and a relationship that will continue business with customers as well as send you referrals. I have never experienced anything like this with my previous contractor. And am only looking because he retired. I have four properties that I could have hired these pros for tune *** every two years and because of this incident do not want anything but a refund and to move forward.

  

  Business Response

  Date: 11/11/2023

  We are sorry to see you are not satisfied with the way your appointment was handled. We strive to provide a great customer experience and transparency regarding pricing, and unfortunately, due to misunderstanding and miscommunication, this was not your experience. We kindly ask that you allow us to reiterate our interaction, and to try to clarify what happened. 
  You contacted us via the Duct and ********************* on Thumbtack which indeed states $0 for service call, because we offer free inspections for duct cleanings (please see attached image). If you would have selected the service you were looking to book - Heating System Repair or Maintenance - you would have seen an $89 cost for service call (please see attached image). We did message the tune-up/maintenance cost of $89 before you scheduled, since that is what you mentioned you needed in the additional details. A furnace tune-up is a maintenance service performed on working units, to help prolong their lifespan and ensure safety, and to make sure all the parts are in good working condition and would not fail unexpectedly. You did not mention that the furnace is not working, so we did not discuss anything related to that type of service. We would have gladly walked you through any costs associated with a service call.
  ************** was dispatched to your home, he troubleshooted the furnace and diagnosed the issue. The $220 cost for the part is not the lowest nor the highest that an HVAC company charges for that type of part. Because you did not agree to our cost to replace the failed part, the technician even waited for your husband to try to get the part from a close-by store and to just install it for you at no additional cost over the $89 service call fee, as to not leave you with a non-functional furnace. The technician also explained the whole process of replacing the part to your husband. We feel this is more than other companies would have done in this situation.
  We are very sorry to see that waiting for the payment confirmation has made you feel uncomfortable or unsafe. Our technicians are expected to collect payment after a service is provided and he just was trying to complete his job. We will provide extra resources to our technicians so that they can avoid this from happening again.
  We are a smaller, family-owned business, and we value fairness and good faith. We have recapped the interaction and have provided screen shots that demonstrate we are transparent about our fees. It seems the issue might have just been the discrepancy between your expectations that were not communicated before the appointment (I hired them for the $0 service fee) and the way our business operates. 
  There are many costs that a business needs to cover in order to have a technician in your home, wage and benefits, plus overhead involved with travel expenses, insurance, dispatching, advertising, licensing, rent just to name a few. Can you, in good faith, say that having an HVAC professional dispatched to your home, using his time, knowledge, tools, and resources, should cost $0? If so, please help us understand the reasoning behind this and if we are missing something, we are happy to further discuss your refund request. Thank you
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20825434
  
  I am rejecting this response because: We have been going back and forth on this matter since the day of the service. I called and spoke to you all directly and no assistance was given. I reached out to thumbtack and here and again you all are blaming me. You technician did not explain to my husband the "how to" My issue is that each time I bring up why I am requesting a refund for what was not done an excuse is made for "work" that you who was not here was done. Once again your technician tried to charge us $220 for piece but then said the labor was $220. When we declined the labor now was only $89. Then you all said the $89 does not include HVAC equipment. Isn't a sensor an HVAC equipment? It is starting to feel that you all have a vendetta and will make up any excuse to justify your wrongdoing this instance. Small businesses work off referrals. I would like nothing more than to come to an agreement that works for both of us and move on. I will no longer tolerate you putting the blame on me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/13/2023

  Hello,
  Please let us know how you think we should resolve this issue?
  We`ll be more than happy to send ************** and install the part if you bought it.
  Waiting to hear back from you.
  
  Thank you.