ComplaintsforCajun Duct Cleaning and Sanitizing LLC

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cajun Duct Cleaning installed two Reme Halo lamps at my home at ******************************************************************** in late November of ******************************************************************************** order to help improve indoor air quality and alleviate my husband's respiratory issues from severe allergy to dust. One of the lamps stopped working about three weeks ago. Since May 2 I have been contacting Cajun nearly daily by phone, text, and email to schedule an appointment to service the lamp. I left several voice messages on the office answering machine as well as on the cell of the owner, *****************, who eventually called back to schedule a service call for which he said he would charge $125. On the day of the scheduled appointment, **** cancelled it and did not reschedule it. It has been 18 days of repeated attempts to connect with Cajun to schedule this job. It is not acceptable for a business not to return calls by a customer to service a product under warranty that they installed. I have asked other technicians to help but they say they do not want to deal with a product they did not install. My husband's allergies have been deteriorating. We need the lamp to be serviced. I simply ask that they call me back to schedule an appointment at their earliest convenience and that they do not cancel the appointment again.

  

  Business response

  06/06/2023

  Please see the attached response.

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *******************, Office Manager of Cajun Duct Cleaning, is making several false claims. There are clearly some misunderstandings that could have easily been clarified had she or her husband *****************, owner and principal of Cajun, expressed these concerns directly with me instead of ignoring my attempts to schedule an appointment.

  Below I list her false claims and attempt to clarify the misunderstandings. 

   ***** writes "customer only wants to pay for the $125 service call fee to come back out and look at [the lamp]." I never said I only wanted to pay for the service call. I never set or negotiated any fees. I was told there would be a service  fee, asked how much it would be, and was told it would be $125. I accepted the fee and was simply trying to schedule the visit. Of course I understand that labor is not covered under warranty.

  ***** writes "customer said the light is still red which is an indication that the lamp is still working." First of all, the light is green, not red. Second, I spoke with the manufacturer and even if the green light is on, they will honor the warranty and do an over the counter exchange because the lamp is not working properly. I have had two lamps for a bit over two years and know the difference between working and not working.

  ***** writes "customer refuses to pay for any additional labor/fees." Again, we never talked about additional costs. In fact, whenever I ask ***** for costs, she tells me to talk to ****, who is even harder than ***** to get a hold of. This is an inefficient, confusing way to handle business.

  ***** writes "customer looks up parts that are needed online and wants to pay the price off the internet that they find and does not want to pay Cajun's prices." We never talked about replacing anything and the lamp is under warranty so this comment is completely irrelevant and unfounded. 

  I do want to conclude by saying that I find this response, with false claims and assumptions, as well as their behavior of ignoring my calls and not being transparent and clear about fees upfront unprofessional, unfair, and even insulting. 

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

  
  

  

  Business response

  06/27/2023

  We are sorry it didn't work out with Mrs *********************** We will not negotiate our prices.  We stand by our services and work with integrity.  We have the right to refuse our services.

  
  

  Thank you,

  *******************

  Office Manager

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