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Complaint Details
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Initial Complaint
01/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
2 younger mexicans came to my hime to clean my ducts, they did bit clean my ducts at all. Unplugged my freezer and lost hundred of dollars in meat and other foods, left a mess in my brand new furnace. ***** from my wife and tools from my basement.
Business response
01/31/2024
Thank you for your feedback. We apologize for the discomfort and inconvenience this may have caused. We are an equal opportunity employer, regardless of age, *** or race. We kindly ask you to please rephrase your complaint in order for us to investigate further. Also, if theres any evidence to support your claim, attach herein.
Contact us directly at
*************
Thank you
Divine HVAC TeamCustomer response
01/31/2024
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 me.
Sincerely,
*******************************Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I responded to an ad on ******** that this small company was looking to fill their schedule for the month and was offering a discount to new customers to clean heating ducts. Couldnt get us on their schedule for roughly 2 weeks which was no big deal! Then on November 15, 2023 their van and guys showed up asked if I had any concerns and I told them that we had just finished remodeling and more than likely had a bunch of insulation in the ducts and returns as well as more than likely never being done since house was built in the 50s. I have gone to school for hvac/r so I knew what shouldve happened when doing this service! While watching them they only blew a little air through the registers and attached the vacuum to the main line. When they said they were done and packed up I asked them about the insulation in the ductwork and was told that they were positive they got it all with their very powerful vacuum! When I got a phone call the next day to ask if I was satisfied with the service I said I had concerns and was immediately referred to **** the service manager which started out not believing me then asked if it was possible to take pictures of the ductwork for him! I have kept all of the text messages with him! I kept getting told they would send a more powerful vacuum but then couldnt get me on the schedule. Excuse after excuse then told I could only get $150 of my money back because the guys had been paid already now no response at all from the company and seriously thinking of a law suit because I feel scammed!**** said customer service is very important to the company but this doesnt show it! These are just some of the ducts and **** received these photos too!Invoice# **** Date of service 11-15-23 Paid $267 cashBusiness response
01/04/2024
We thank you for expressing your concern. Just so you know we are a legitimate business and operating since 2015. You may visit our website and on ******* Customer satisfaction is our number 1 concern. We have already had a meeting with the team and taking all necessary steps to improve our services. Its unfortunate we were not able to meet your expectations. As a result we will send you a full refund in form of a company check. We deeply apologize for the inconvenience. Happy New Year from Divine Team!! Thank youCustomer response
01/12/2024
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 me.
Sincerely,
***********************Initial Complaint
07/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
6-13-23 We used this company for Duct cleaning. They did the cleaning and then left. I went to basement later that night and there was water all over our floor. They had broken the water pump for our Air condensation and not only did not tell us but we had water everywhere that we had to clean up. My husband had to go to Menards at 9 pm to get a new pump. I messaged the original person that I contacted on **. I also told the person that followed up with a phone call asking if the service was good. I got no response at all. They told me the supervisor was "on vacation". I have been blocked from the ** page.Business response
07/18/2023
As of 7/18/2023 this matter has been resolved.The consumer is satisfied with the resolution we have offered. No further action needs to be taken as we do feel this matter is resolved. Thank you
Sincerely,
Team at Divine HvacCustomer response
07/18/2023
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 me.
Sincerely,
*******************************Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Divine HVAC were schedule to come for a furnace and dryer vent cleaning. They arrived when they were scheduled on 10/6/22. It seems like they did a nice job, young men were pleasant to work with. However, when we arrived home from Christmas vacation my whole home has dust everywhere, much more than normal for a week of being gone. Seems like it came out of the registers by the level of dust in those areas, I called the company and spoke with ****** who informed me that they would come back spring of ****************************** which seemed like an acceptable agreement. BUT THEN, 1/17/23 the furnace had stopped running and we called for repair, we were informed that the furnace filter was clogged with white dust that it shut the furnace down which burned out the safety switch, which we had to replace. 2/10/23 AGAIN the furnace stopped running, the technician informed us that the furnace is again full of dust. He cleaned out as much out as he could and felt that the blockage of the dust is what created the first problem and is continuing to be a problem. Furnace techinian informed us to change our filters every other week to help with all of the excess dust that seems to have been released but not completely removed when Divine was hired. We then went thorough 4 new filters to help with this situations. I called ****** again and informed him of the furnace problems we were having, he then stated they must have taken the hose off of the dust removal too soon. He offered to not only come himself to redo the dust removal but to pay for 50% of the cost of the Furnance repair. I have since called twice to confirm and set up a time to come to complete the work and reimburse me for the furnace costs but no one will return my calls.Business response
04/20/2023
We sincerely apologize for the inconvenience this incident *** have caused. We take this very seriously as customer satisfaction is our top priority. We are also taking all necessary steps possible to avoid unexpected issues that *** occur after the service has been completed. We're sorry but our customer service was not aware of this situation as you've not reach out to us directly. We normally resolve any customer related issues immediately. Please send us a copy of furnace repair receipt and we will issue you a full refund for the repair. Thank you
Customer response
04/21/2023
Complaint: 19956483
I am rejecting this response because: You state I did not reach out to customer service for which I have been very clear I have. I have even given you the name and dates of the person I was speaking with. You have informed me that we should send to you the receipt for the repairs but you have not given me an address as to where to send them.
Sincerely,
*******************************Business response
04/21/2023
We apologize again for the inconvenience. We are now taking care of this. Please send a copy of the repair receipt to:
Divine HVAC
******************************************;
****************, ** 60139
Please visit our website at:
www.divinehvac.**
Sincerely,
The Team at Divine HvacInitial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I saw a post on ******** from a woman from the small town I grew up in. The post stated that her and her husband were starting up their small family owned duct cleaning business. I directly messaged her. Turns out, the profile was fake. And it was Divine HVAC scamming, pretending to me a woman. The day of my appt I got a call from a ******************** phone number. It was a foreign man. I asked him if he worked with the woman I was messaging with. He said. Oh shes just an agent of ours. That is lie number 2. The more I looked at the womans profile, it was clear she was hacked. Then I asked what price she quoted me at. The quotes were NOT the same. Lie number 3. He ended up charging us MORE than he told me on the phone. The whole service felt like a complete scam. What a dishonest way to get customers. Pretending to be someone else. After all the lies I was told to get the appt, I dont even believe it was done correctly or completely. I want a full refund for the dishonesty, lack of trust, and worry that the job wasnt even done. Such a disappointment that a company feels they can do this.Business response
02/10/2023
As our company is being overwhelmed by customer calls and inquiries we were in need to outsource a marketing agency to book appointments for Divine HVAC temporarily. They used their own marketing strategies.
We are a well known and reputed HVAC and duct cleaning service company since 2015.
Currently serving ******** and neighboring states. We are a legitimate fully insured and bonded corporation with legal entity based in ********. Customer satisfaction is our number one priority. All of our technicians has to pass drug and criminal background check randomly. All technicians are NADCA certified. However, if you are still not satisfied with our service, please call or email to contacts below or visit our website.
**************
www.divinehvac.us
******************************Initial Complaint
02/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/2/22 had premium cleaning done but workers damaged furnace humidifier which began leaking. Also failed to plug all holes in duct work. Called toll free number but calls not returned. Frustrated.Invoice ****Business response
02/05/2023
Good evening , as customer stated above,we did this job 3 months ago (11/02/2022) . We didnt recieve any missed call or any concern from the customer in past. We will call customer Monday morning to see what the issue is.
Sincerely
Team at Divine HvacInitial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We contacted this company originally because because our dryer vent was clogged. We signed up for the service to get all vents and dryer vent cleaned for $249. After they left found out they damaged all of our vents (have pics) and we are still getting message of dryer vent clogged. Made several attempts to contact and they've never returned my calls.Business response
08/24/2022
We already contacted customer and this issue has been resolved according to customer satisfaction. ******** agreed to withdraw his complaint. Please feel free to contact us ************ for any questions or concerns. Thank you ( Divine hvac team)Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They said they cleaned our vents.They were not even touched.Left a mess in the house.Cut a hole in the vent left and the metal chunks on the floor.That I didn't see until i stepped on a piece barefoot.I want a full refund.Business response
05/20/2022
This is in response to the complaint ID # ********
Due to the nature of our business some dust and small debris would fall from ductwork. Upon completion of work we make sure floors are cleaned and debris picked up. In some home its not possible to reach some areas because of obstruction. Customer is usually then advised of it. If in case customer is not fully satisfied with our work then we usually try to resolve situation on site before leaving. In this complaint we are offering customer a full refund or we will go back to satisfy the issue.
Thank you
RegardsCustomer response
05/23/2022
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 me.
Sincerely,
*******************
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.