ComplaintsforPower Vac Services

• Initial Complaint

  14/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Power Vac came to clean our ducts, and as they were backing into the driveway, they crushed our eavestrough. They offered to repair it, but the repair was subpar, and contractor mentioned it will leak again in a year or two. We want our eavestrough replaced, and returned to original condition, before Power Vac damaged it. They will not respond to our emails.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/04/28) */ Contact Name and Title: Darwyn M. Contact Phone: XXX-XXX-XXXX Contact Email:**********@********.ca Re : BBB Complaint Case ******* ****** *****; on Feb 1/2022, we had an appointment with this customer to check on her duct cleaning, this was our second visit out there. She said the 1st appointment did not get all the dust, so we guarantee our work for a year so we sent a technician out there to do a 2nd cleaning free of charge. The 1st cleaning was done on Aug 5th/2021. When we arrived at ************ on Feb 1st we backed into her eavestrough and dented it. My technician sent me pictures right away ********************* . I called ****** and asked her if she dealt with any company to fix the eavestrough and she replied no. I told her I would contact some companies to do the repair. When the technician back up he hit the seem of the trough. It Is clear from this image that the eavestrough was not a solid piece. It was seemed together and a cover piece over the seems. The connecting piece that sat over the seems is not in this image. The 1st company I contacted was ******************* and I asked them to go to the home and give me a quote, after a couple of days they never got back to me this was on Feb 14th. So I contacted another company ******************** and asked him to quote me on the repair. In the meantime, ****** contacted ************************* and received a quote, she did send it to me and it was very high. They provided her a quote to provide one solid seamless piece that would go from one corner of the garage to the other corner. The same day Feb 14th, ****************** gave me a repair quote. I sent it to ****** and explained that we would be repairing the eavestrough. ***************** wanted to completely replace it as 1 piece when in fact there were 2 pieces covering the from of the garage. In my email on Feb 15th I sent over the document for the quote repair. Cindy did explain at this time as ***** from *********** ******** said the repair could not be done till nicer weather and materials were hard to come by at this time. On Feb 17th, she emailed again and said she was very frustrated, and I told her I understand, but the repair was going to be done and the company knew she was high priority. The repair was done on Apr 12th. The image above is the repaired eavestrough. On April 12th she emailed the office instructing us that this was not done to her liking and told us she wanted us to provide what ******** quoted , or she would take legal action as well as taking this to the media. ******** quoted to replace it with 1 complete seamless piece across the front. She asked us to respond by the end of the week. We were never given time to respond to her email on April 14th because she already filed a complaint with the BBB that she was not happy with the repair. We were always upfront with her and we told her that we would repair the damages that we created and it would be repaired to the original condition before we damaged it . We have provided that for her. She wanted us to provide 1 piece of seamless eavestrough across the front of the garage even tough she that is not what she had . *********************************************************************** Our contractor did not instuct the homeowner that the repair would last 2 years Please provide an email so we can included images, invoices and video Consumer Response /* (4200, 9, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am surprised to learn that there is a lot of misinformation provided by PowerVac. By getting a quote from *****************, I wanted to prove how easy it was to get quotes (completed in one day), vs. the two weeks it was taking Power Vac to get a quote. As stated in the response from Power Vac, "we would repair the damages that we created and it would be repaired to the original condition before we damaged it". A 3 ft section, caulked in place, does not return it to the original condition. We have completed the repair with **********, a cheaper alternative (we didn't go full length - only to half), and request Power Vac to reimburse us for the costs as per attached invoice ($958). In addition we would like a refund of our services ($337.87) I would like to ask that you put yourself in our shoes and let us know if you would be happy with the ******** job that was provided. It is disheartening to know that such a reputable company treats their customers this way. It has been a constant struggle to get information. Every time I spoke to them over the phone, they promised a follow up on a certain day, which never happened. As per my email that was time-bound, they did not respond either way (whether needing more time or not), so naturally I turned to BBB. In the attachments you will find the the invoice as well as the images of the new eavestrough in comparison to our neighbours. Business Response /* (4000, 11, 2022/05/13) */ Our image attached here clearly demonstrates that this was not one complete piece of eves trough across the front of the house. This image clearly demonstrates that the 2 pieces of evestrough were joint together by a connecting piece. Out truck did back up in the evestrough , crushed it and pushed the joing cap off. The image in this picture shows that the edges of the damaged ends are straight cuts and not one complete piece across the front. I would like to see an image of the piece that her contractor replaced Consumer Response /* (4200, 13, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is our final attempt to resolve this with Power Vac prior to taking this to court. As per previous attachments from May 6th, there are images of the eavestrough. Attached again to this claim are more images. I'd like to add, it was ONE piece until your crew crushed it. Now it's two! Not the best, but we thought we could meet you in the middle. From seamless to 2 seams!! I find it laughable that you would know how and what my eavestrough looked like prior to your carelessness in crushing it. I expected more integrity from the people representing this company. Business Response /* (4000, 15, 2022/05/19) */ We will cover the cost of the evestrough but a refund for duct cleaning has nothing to do with this claim Consumer Response /* (3000, 19, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your cooperation. Please confirm method of return of the $958. Business Response /* (4000, 21, 2022/06/02) */ Please provide a copy of the invoice that was paid to the evestrough company. We will send out a check next week if we receive this by Saturday June 4th Consumer Response /* (2000, 23, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please find attached invoice, stating job # in top right hand corner. This is **********s Invoice. In addition, I've included the email from this company stating that the job had been paid in full.

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