ComplaintsforChicagoland Air Duct, Inc.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services provided by Chicagoland AD on 3/26/23. We paid $765.60 for duct cleaning, dryer vent cleaning, sanitizing & furnace cleaning. I was informed services would take 3-4 hours. But the servicemen left after an hour. First, they broke our dryer blower. We contacted our household appliance repairman to fix the dryer for $265. *** reimbursed us $265 after many attempts to contact them. Second, the day after *** services we had leaking from our humidifier. During services a *** serviceman opened our humidifier, said it was moldy and needed a cleaning.He unplugged our humidifier, tore out the filter, and advised me about how to replace it. After they left there were pieces of the humidifier/filter left on our basement floor, broken. We contacted our HVAC professional. He said it was broken due to the filter having been ripped out inappropriately. To repair cost us another $900. I reached out to *** about this second situation. I received an email stating that they do not provide humidifier services and they never touched our humidifier. I was called a scammer and liar. However, I provided proof of servicemen working on our humidifier:1-The serviceman sent pictures of the filter they removed: which are attached to the *** After Service report.2-A picture I took of the pieces of the filter/humidifier left on the floor after it was broken the day of the service.I reached out to *** many times. *****, their representative, stated *** service providers did not touch our humidifier because they do not provide those services. I continued to provide the proof which they have access to showing that the serviceman did work on our humidifier. You can see in the pictures they took that they did work on the humidifier. You can see in my pictures that they left the broken pieces. They they left 2-3 hours early. *** has ignored my attempts to contact them since 4/23. The invoice number is ****. I also have a copy of the report.We are looking for a $900 reimbursement.

  Business response

  05/17/2023

  Hello,
  
  We have investigated the issue regarding broken humidifier. I will simply explain the process for everyone . 
  
  1. We provide air duct cleaning services to clear air duct system from debris, mold , bacteria and etc. Dryer vent is something pretty simple to be damaged since the meterial is thin and easy to reap a part. We have been told that it has been broken since it is a busy season payments and inspections can be delayed for some time till everything has been process thru our system. As for the result we have made a payment for damage that caused by our crew.
  
  2. The humidifier issue is totally different situation. Our job is providing a clean environment for our customers; during the inspection our tech noticed that humidifier filter hasn't been changed for years and have build up also mold on it. Our tech took out the filter from the filter box and left it by the furnace since you can not place empty humidifier box to humidifier. 
  
  3. The customer provide us pictures and explanation of what **************** that serviced their humidifier. From our point the only thing that needs to be done there is replacing the filter. The pics that customer provide that shown their humidifier cover has been rusted and has big amount of mold and build up on it. If they like  to keep using the humidifier. It is a health hazard and can cause health issues. There's  water running thru humidifier as long as its Turned On and it is normal to have a rust and mold on it unless you serviced it periodically. As I mention the filter needs to be replaced every year. Humidifier instruction also mentions to replace it yearly. We do not provide  humidifier replacement service but its our job to provide healthy environment for our customers. 
  
  4. Customer has sent several emails regarding the issue also we had several conversations thru phone call. We clearly stated that we wouldn't be paying $900 to replace a brand new humidifier. From pictures that  customer provided you can search the brand information (from ******* or again pictures from customer provided you  see the humidifier has already been over used and completely rusted (Pics from customer sent us will be added as an attachment)
  
  5. The customer tried the  dispute the payment from credit card and bank reach us out to give them a proof for the complain. We have provided the proof of our work and also show them the truth of humidifier situation with pitcures and explanation. Bank declined customers refund since it has nothing to do with us damaging anything regarding the humidifier.
  
  6.Customer can purchase the humidifier filter from Homedepot or Menards to replace their humidifier filter. We only take out the humidifier filter and left the box near furnace since they need to put new one. We are not responsible of changing humidifier  filter. The filter needs to replace yearly and its responsibility of the home owner or **************** that services the humidifier. From the pictures you can actually see that the humidifier has not  been serviced and damaged the filter box from rust, build up dirt or mold and it has been over used without any service. 
  
  7. Customer states that filter has been damaged by us but the filter is actually needs to be thrown to garbage and replace with new one. 
  
  As I already mention that we already let the customer know that we will not be paying for the damage that customer accusing us since there isn't. We also recommend customer to hire different ************ to get more information about humidifier service and how it supposed to be used. 
  
  Thanks 
  Chicagoland Air Duct 

  Customer response

  05/19/2023

   
  Complaint: 20066368
  
  I am rejecting this response because:

  1. Your job is providing a clean environment for your customers within the parameters of the services you provide. Your company clearly stated in writing that When we come to provide duct cleaning service we do not check the humidifier because it is not our job and we can't tell if it was broken before or not.  Your company does not provide these services therefore you do not have the authority to determine if a humidifier is in good working condition or not. Your diagnosis of our humidifier is irrelevant due to the fact that your company does not provide these services and should not have touched, opened, unplugged, or have torn out our filter. I've supplied all of the evidence of this which is attached.
  2. You state The pics that customer provide that shown their humidifier cover has been rusted and has big amount of mold and build up on it. However our HVAC professional stated that many people assume what they see is mold on a filter but is in fact a filter that has been used. He said this is a common assumption people make who don't know about humidifiers/filters. You also state that From the pictures you can actually see that the humidifier has not been serviced and damaged the filter box from rust, build up dirt or mold and it has been over used without any service. However we have our HVAC system maintenance every year. We are attaching every receipt from every inspection we have had. Again your assumptions of our humidifier is irrelevant. We only rely on our HVAC professional to give us advice and recommendations, not a company who has repeatedly stated via email and phone that they do not offer humidifier services. I've supplied all of the evidence of this which is attached.
  3. You state The customer tried the dispute the payment from credit card..Bank declined customers refund since it has nothing to do with us damaging anything regarding the humidifier. However, this is not the reason Discover declined the refund. Discover said they are declining the refund because What we need is a confirmation that they issued a refund.  Your website states In an industry not always known for its forthrightness and honesty, we are proud to say we always put our customers first. And you have not been forthright or honest. Discover stated in writing the reason for the declined refund and it is not due to your claim. As well, what a credit card company thinks about whether or not you damaged our humidifier is irrelevant. Discover also admitted to not having any specific guidelines when it comes to a dispute procedure, so again what they say in this matter about your culpability is irrelevant. I've supplied all of the evidence of this which is attached. 
  
  We will not take advice from your company or hire a different HVAC company as we have worked with the same HVAC professional for years and before that another reputable HVAC company for years as we maintain our appliances and home every year. Your assumptions of my ineptitude or failure to maintain my home is insulting. 
  -Your company first chose to handle this situation by avoiding us. 
  -Then chose to state multiple times that you did not touch our humidifier and should not touch our humidifier because this is not a service you provide. 
  -Now you are changing your claim to the diverting idea that we had a health hazard in our home and that your servicemen were simply saving us by removing this hazard. 
  Your actions are manipulative. Your handling of this situation has been unprofessional to say the least. Your primary email casts aspersions. Insinuating that I am a liar and a scammer but the truth from us in this matter has not changed once. But your company's truth keeps changing so to avoid accountability.
  Your website states that We want you to be fully satisfied with our service. If for any reason, you feel we have not given our best, we offer a full refund of what you paid for. But you ignored my calls and emails for weeks. We requested a refund at first because we are not satisfied with your services, therefore according to your written policy on your website we are owed a refund. 
  A refund would have been cheaper for your company to pay. However, we are now seeking what is appropriate in this matter which is a full reimbursement for the humidifier we had to replace because your servicemen carelessly tore out the filter leaving our humidifier unrepairable. It is manipulative to avoid any responsibility of damaging multiple appliances in our home for weeks so that you can claim that you do not owe a refund. Or have any culpability for the damages you have caused in our home.
  Your website states that a duct cleaning for a ***** square feet or less will take up to 2 hours. When I called and asked how long all of the services you were to provide to us would take, I was quoted 2-3 hours. However, your servicemen were out of our residence in just under an hour. It is clear that the work you provided us was in haste, and was not carefully completed as you not only broke our dryer blower but tore out our humidifier filter to the point where it was no longer a simple repair. 
  Again, we have our HVAC system serviced every year and it was in perfect working condition before your service men arrived. After your servicemen tore out our filter it was no longer functional. As you state, this is a simple matter: your company should not have touched our humidifier because you do not offer these services but your servicemen did touch our humidifier, broke multiple appliances in our home and left before their job could be done effectively. We seek a full reimbursement.
  
  Sincerely,
  
  ***************************

  Business response

  06/08/2023

    I have already answered the previous BBB report. If you guys have anyone in the office who's familiar with humidifier systems they can investigate the pictures that has been provided by customer also conversations between us.
    I already have stated that we will not be paying 900$ for a product  that already needs to be disposed. The humidifier  that you can see on the pictures   completely molded and *****. Customer just wants to have a new humdiifer and asking us to pay for it. It isn't acceptable on our end. You can read my previous answer that already answers her statement. I still don't know what part of the humidifer is broken there's only cover and box . They are both purschable on Amazon if she like to have new humidifer box and cover we can send them to her. It'll mostly cost $40 to $50. If customer states that we broke whole original unit that is a lie. That's why she is asking $900  it is for new unit and it makes no sense. 
  I will not be responding to customers messages regarding this issue anymore. I have already said that box and cover is easy to purchase online. Which are the only parts we take out from the humidifier.
  Even if we  answer she will be keep repeating same statements over and over as u can see her first and 2nd statements are same. Answering won't make any different for both sides. 
  Thanks 
  Chicagoland Air Duct

  Customer response

  06/08/2023

   
  Complaint: 20066368
  
  I am rejecting this response because:

  Your business is refusing to pay for items that your workmen broke. You compensated me for the repair of my dryer, which your workmen broke. Your workmen also broke my humidifier, which was functioning before they damaged it past the point of repair. The incompetence and recklessness of your workmen is to blame here, especially when your own correspondence stated that your workmen had no business touching my humidifier at all. 

  Who is your insurer? I will file a claim with them directly for the humidifier your workmen damaged beyond repair.

  And I hope the BBB lowers your rating as you have lied and attempted to insult your way out of this grievance. Take responsibility for your workmen and refund my money.

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

  Business response

  06/25/2023

  We not going to pay you anything you trying to get something that not bel9ng to you because some tech try to sale you and ovisly scussced to sell you humidifier for $950 and you expect we pay for you mistake.

  we didn't ***** anything so we not going to cover anything special not after one month after the service is complete.

  even if this plastic p8ce brake like you climes in the picture this pice cost less then $100 in home depot. 

   

  Customer response

  06/27/2023

   
  Complaint: 20066368
  
  I am rejecting this response because this business is denying any responsibility for their actions. They refuse to provide their insurers information and continually insult me. Furthermore this business had made accusations against me stating or implying that ** lying, stupid and dirty. If we are at impasse here I will proceed to file a claim in small claims court.
  
  Sincerely,
  
  ***************************

  Business response

  07/07/2023

  Hello,
  
  We have investigated the issue regarding broken humidifier. I will simply explain the process for everyone . 
  
  1. We provide air duct cleaning services to clear air duct system from debris, mold , bacteria and etc. Dryer vent is something pretty simple to be damaged since the meterial is thin and easy to reap a part. We have been told that it has been broken since it is a busy season payments and inspections can be delayed for some time till everything has been process thru our system. As for the result we have made a payment for damage that caused by our crew.
  
  2. The humidifier issue is totally different situation. Our job is providing a clean environment for our customers; during the inspection our tech noticed that humidifier filter hasn't been changed for years and have build up also mold on it. Our tech took out the filter from the filter box and left it by the furnace since you can not place empty humidifier box to humidifier. 
  
  3. The customer provide us pictures and explanation of what **************** that serviced their humidifier. From our point the only thing that needs to be done there is replacing the filter. The pics that customer provide that shown their humidifier cover has been rusted and has big amount of mold and build up on it. If they like  to keep using the humidifier. It is a health hazard and can cause health issues. There's  water running thru humidifier as long as its Turned On and it is normal to have a rust and mold on it unless you serviced it periodically. As I mention the filter needs to be replaced every year. Humidifier instruction also mentions to replace it yearly. We do not provide  humidifier replacement service but its our job to provide healthy environment for our customers. 
  
  4. Customer has sent several emails regarding the issue also we had several conversations thru phone call. We clearly stated that we wouldn't be paying $900 to replace a brand new humidifier. From pictures that  customer provided you can search the brand information (from ******* or again pictures from customer provided you  see the humidifier has already been over used and completely rusted (Pics from customer sent us will be added as an attachment)
  
  5. The customer tried the  dispute the payment from credit card and bank reach us out to give them a proof for the complain. We have provided the proof of our work and also show them the truth of humidifier situation with pitcures and explanation. Bank declined customers refund since it has nothing to do with us damaging anything regarding the humidifier.
  
  6.Customer can purchase the humidifier filter from Homedepot or Menards to replace their humidifier filter. We only take out the humidifier filter and left the box near furnace since they need to put new one. We are not responsible of changing humidifier  filter. The filter needs to replace yearly and its responsibility of the home owner or **************** that services the humidifier. From the pictures you can actually see that the humidifier has not  been serviced and damaged the filter box from rust, build up dirt or mold and it has been over used without any service. 
  
  7. Customer states that filter has been damaged by us but the filter is actually needs to be thrown to garbage and replace with new one. 
  
  As I already mention that we already let the customer know that we will not be paying for the damage that customer accusing us since there isn't. We also recommend customer to hire different ************ to get more information about humidifier service and how it supposed to be used. 
  
  Thanks 
  Chicagoland Air Duct

  Customer response

  07/09/2023

   
  Complaint: 20066368
  
  I am rejecting this response.

  You have denied your culpability in the damage of my property. You have consistently and persistently insulted me and made accusations that I am attempting to defraud you. You refuse to provide me with the contact information for your insurer so that I can file a claim directly with them for the damage caused by the negligent and harmful actions of your employees.

  If you refuse to see that you are at fault in this matter and rightfully compensate me for the financial damages I incurred because of what your employees did, then I will file suit in small claims court to recover my losses. You can tell your side of this to the judge and then the judge can decide what's appropriate.

  Will you accept service of a notice to appear digitally through this platform? If not, to what address is best to send the process server?

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had purchased a UV light system for our vents on August 28, 2022. September 27, 2022 the light bulb burned out and was replaced. We were told these bulbs last about a year. February 27, 2023 the light went out again and they came out and replaced the unit saying the old unit was by a different company and they were having problems with them. March 28, 2023 we had them come pick up the system and requested a refund because the light bulb burned out again.This is where the biggest problem is... we have not received our refund and they have stopped responding to calls/voicemails and emails. The last person I spoke with was **** and he assured me that we would receive our refund by Tuesday April 4th. We just want our money back. That UV system was not cheap and it was picked up but we have not been refunded our money.

  Business response

  05/01/2023

  We fully refunded this customer before he even complinet he just didn't see the fund on his account. It took a few business days and he didn't wait and complain. now he got the refund for sure u request to avoid this complaint
  
  

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