ComplaintsforMr. Duct, Inc.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/16/23 an air duct cleaning was performed by technician of Mr. Duct, Inc. Throughout the cleaning the technician displayed images of the air ducts room by room. I specially asked if those images would be shared with us at the conclusion, to which he confirmed they would. At the conclusion, I reiterated our request for the images. He explained that he would ensure they were sent to us by email the very next day. After a couple of days, by email and by phone I followed up and spoke with various assistants who assured me they would get them to us. I have a list of names, if needed and evidence of my email communications. My latest contact was on 10/24/23, where I was reassured that she would reach out to the technician and call me back by days ends with the information. To the date of filing this complaint, I have heard and received nothing. The receipt we received at the conclusion of the service, is clearly marked, "Yes" to the question for having the discussion for the images and for them to be furnished. At this point, the company's credibility is in question with us. Prior to contracting Mr. Duct, we thoroughly vetted them through the BBB and a recommendation by a family member who shared their duct images with us. While the service was completed, the after service has been not there. Setting an expectation that was not fulfilled is the reason for this complaint.

  

  Business response

  11/22/2023

  Good morning.

  I apologize greatly for the delayed response. The initial notification was overseen due to limited coverage in the office lately.

  I'd like to sympathize and offer an apology to client. We recognize the concerns addressed and feel we dropped the ball by not follow up and keeping the client updated.
  However, that doesn't take away the performance of the work ******* provided to the client. Taking photographs on-site is not a factored into the cost of our services. It can be provided upon request, complimentary from the assigned service technician.

  It has come to my attention that ******* did forget to send the files from his personal phone following the service. Please know it wasn't out of bad intention or quality. Mistakes do happen. We attempted various times to try and recover images from ******* related to that property location and without success. We provided a quality cleaning service for the property, so issuing a full refund at this point seems slightly excessive. 

  I'd like to ask for a revisit with ******* to again take a few images that can be reviewed in real-time as a reassurance that the work he performed was satisfactory. Please let me know if this can assist as a resolution to the complaint of not emailing copies of their images.

  We apologize for the lack of response and follow up. We have been short handed with limited support.

  Customer response

  11/26/2023

   
  Complaint: 20831486
  
  I am rejecting this response because:  The response received implies that I requested a refund, which I did not in my writings.  I ask that for clarity sake, that my initial complaint be reviewed in its entirety.  By Mr. Duct's response, the mention that images are provided as a courtesy was not what I was told and the time of scheduling, on the day of our visit and is clearly stated and checked on the contract of services.  I take a business at its word that what comes with the services is what I am will be provided and not downplayed as just a customer courtesy, but not a requirement of service to its customer.  That aside, I would like to better understand the settlement offer.  I  would ask for a better understanding of what will happen on a revisit?  Will all duct be re-imaged, and who will return to so the service?  Lastly, will Mr. Duct call to reschedule a new appointment with us?  Please, understand our position.     
  
  Sincerely,
  
  *****************

  

  Business response

  11/27/2023

  Was not trying to insult anyone or make matters worse. I thought I seen in the complaint details a refund was requested. 

  I hope that we can still schedule a time to revisit and review the work and capture some vents. What do you suggest from this point? Besides the written response about the refund, which was a mistaken item, possibly could have been something the BBB had noted, we still apologize for the delayed response and the fault of not emailing you the images taken from your technician.

   

  Customer response

  11/29/2023

   
  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 us.  We are willing to settle this complaint with the following stipulations.  Within 3 business days, an agent from Mr. Duct will follow through and contact us to reschedule a date and time to revisit our home.  Upon return a re-inspection to ensure  all ducts were properly cleaned and if not, service be re-preformed in those areas.  At this visit imaging will be performed and emailed at the conclusion. 

  Without knowing the name of the agent responding to this complaint, we trust that all commitments by Mr. Duct this time will be fulfilled.  This will definitely ensure that going forward a positive business perception can be rebuilt and again become one that we can trust and believe in.  Thank  you.         

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

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