Complaints

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• Initial Complaint

  Date:01/22/2024

  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.

  We should have shopped around, but we did not. Hired Dryer Vent Wizard of DC and Montgomery County because we wanted to support businesses in our neighborhood. I made an appointment and confirmed it. The technician did not show up at the confirmed time because I could not answer my phone at work. My husband was home, and I believed the confirmation was truly a confirmation. We rescheduled for 9/18/23. The technician came, cleaned out the dryer vent as requested, and then handed my husband a bill for ******, FOUR TIMES the upper end of the going rate. We considered it a ****** learned, and paid the bill. The next time I did laundry, the dryer began making a tapping and squeaking noise that was so loud you could hear it from 2 floors away. It does it all the time now, and it means we have very limited times when we can do laundry. My husband works from home, and it is loud enough that his colleagues can hear it through Zoom. Obviously, we cannot run it at night because it interrupts sleep. I took 2 videos about a week apart demonstrating the noise. I am happy to send those to you, but this form will not upload an mp4. We contacted Dryer Vent Wizard on 10/19/23, and they told us that the work was under warranty and it would be no problem. We scheduled an appointment 2 weeks out, for Nov 3. However, they told us that ************** would call us on Oct 24th to schedule an appointment earlier. No one called us. Today, the technician came out and said that they are not responsible for the dryer damage, contrary to what they told us on the phone. They charged an exorbitant amount, did not provide adequate communication, missed appointments, broke our dryer, and then refused to fix it. We need your help with this, please.

  Business Response

  Date: 02/01/2024

  To whom it may concern: This customer is clearly trying to fleece our company. This is the first I am hearing of a dryer issue. The contact that I had with this customer was over the cost of service. Before we do any work the customer has to sign off on the estimate and then and only then do we carry out the service. We have been in service for 17 yrs and have not come to your attention until now because we do excellent work and we are industry leaders. We are also fair and upfront with pricing,. Customers are free to decline the service when we present them with the initial estimate prior to the start of work. In this case the customer signed the estimate and authorized us to carry out the service. As you can see from the invoice we completed several items and went far beyond a standard dryer vent cleaning. If the dryer is as loud as this customer says it is why would they have not called an appliance repair technician as it has been several months? If an appliance repair technician presented my company with written documentation stating that my technician damaged the dryer we would gladly pay for the repair. These customers are falsifying claims to get a refund on work that they signed off on and now have buyers remorse regarding which is unscrupulous and unfortunate but it does happen from time to time as every longstanding business owner knows.