ComplaintsforA Clean Sweep LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I looked up this company and filled out their online contact form to get an appointment to have them come to my home and do an estimate on a fireplace install. It was scheduled by phone by a female representative that called me and set up for Thur, Oct 26th between 3 pm and 5 pm. The female told me to let them know what type of fireplace I might want and that they would just take measurements of my house where I would want the fireplace installed. THERE WAS ABSOLUTELY NO MENTION OF ANY COST FOR THEM TO COME OUT AND DO AN ESTIMATE! I would have NEVER scheduled an appointment if I knew it would cost me anything for them to look and see how much it would cost to install a fireplace. ****** and *** showed up at 5:00 and looked at the picture of the fireplace I want, looked at the location I wanted it installed, looked outside, and then surprised me with an invoice and told me I would get an estimate emailed to me by the office. I told him I was never told that it would cost me anything to have them come out and take a look so he folded it up and said he would take it up with the office. At this point I suspected that these 2 men were just trying to get money from me for themselves and I knew I would not want them in my home doing work as they revealed themselves to be dishonest. Today, Oct 30, I did get the estimate emailed to me and I rejected it immediately. Later on this afternoon I received a second email with the same invoice asking me to pay for their visit.I find this to be very dishonest of this company to suddenly surprise people with an invoice to come out for an estimate on a fireplace install. This is nowhere on their website and it wasn't revealed to me that there would be a charge for this. I feel that this invoice should be scratched. I should not be charged for something I never agreed to pay. I would have NEVER paid for an estimate as companies generally do this for free.

  Business response

  11/20/2023

  It seems it was a matter of misunderstanding.  It is surely only her take of the situation. Our techs did a thorough job of measuring and analyzing both where she wanted to put the stove and what she was interested. That is why we were able to get an estimate to her.  I trust *** and ****** to the fullest extent and there was no under handed deals going on.  And in the end, Shilo did not pay anything at the time of service nor later.   We have been an Accredited Business for almost 40 years.  

  Just FYI- We have responded to *****'s comments to us when we had sent the unpaid invoice per email (this is a matter of course or standard of operation for the office).  This was what I sent. 
  

  "Thank you for being candid about your experience. We will do the same in return. 
  

  
  
  We strive to be very upfront with our customers and always let them know the charges.  Our call log shows this is what the office assistant did when speaking with you and you booked with us at that time. She quoted you a $120 charge for an estimate/onsite.  Our policy is to charge at the initial appointment because it costs to send a tech and a truck out and it costs hours to put together a bid behind the scenes for each customer's project.  We let our customers know that when they accept the estimate and let us complete the bidded project, the amount of the initial service call is deducted.  We do not advertise free estimates.
  
  
  We are sorry for your loss and any possible financial problems.  The invoice shows a $105 charge which is short of $120 that was quoted. We will waive this charge at this time.
  Thank you for your consideration of these circumstances
  
  
  ************;
  Office manager
  A Clean Sweep LLC dba
  Advanced Comfort
  970-339-VENT (8368)"

  Business response

  11/20/2023

  It seems it was a matter of misunderstanding.  It is surely only her take of the situation. Our techs did a thorough job of measuring and analyzing both where she wanted to put the stove and what she was interested. That is why we were able to get an estimate to her.   We have been an Accredited Business for almost 40 years.  

  This is *****'s email to us when we sent over the estimate for the project and the invoice.

  "When I called I was never told that I would be charged for them to come out. I have no intention of paying this as I anticipated a free estimate!  
  This is exactly why I am rejecting it because you are a dishonest company trying to collect money from me on a free estimate when it was not even revealed to me that you would be charging to come out!
  I have never heard of a company charging to come look and see what it would cost to have a fireplace installed."

  It was the first time I had heard her complaint against the technicians.  We trust both *** and ****** extensively.  There was no under handed deals.  They also were following through with our protocol.  This is what I replied.  She did not pay anything then and has not paid for anything since and we will not persue payment.  It is closed in our books.
  
  
  "Thank you for being candid about your experience. We will do the same in return. 
  
  
  
  We strive to be very upfront with our customers and always let them know the charges.  Our call log shows this is what the office assistant did when speaking with you and you booked with us at that time. She quoted you a $120 charge for an estimate/onsite.  Our policy is to charge at the initial appointment because it costs to send a tech and a truck out and it costs hours to put together a bid behind the scenes for each customer's project.  We let our customers know that when they accept the estimate and let us complete the bidded project, the amount of the initial service call is deducted.  We do not advertise free estimates.
  
  
  We are sorry for your loss and any possible financial problems.  The invoice shows a $105 charge which is short of $120 that was quoted. We will waive this charge at this time.
  Thank you for your consideration of these circumstances
  
  
  ************;
  Office manager
  A Clean Sweep LLC dba
  Advanced Comfort
  970-339-VENT (8368)"

  Business response

  11/20/2023

  Additionally, when *** and ****** arrived at her property, ***** was weeping profusely about her husband passing away a month prior.  Or could there be something else behind the scene.

  She went directly to the BBB before receiving a response from the business.  We feel we might have been taken advantage of or played upon as a business that wishes to keep a good reputation.  

  Does this need to be publisized?

   

   

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I apologize to the installers as they were just doing their job, HOWEVER I still was not told of any charges when I scheduled this appointment.  The receptionist did not tell me.  I would have never scheduled it in the first place if there was any known cost in having someone come out and take a look.

  
  Regards,
  
  ***********************

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