ComplaintsforDuct & Vent Cleaning of America, Inc.
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Complaint Details
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Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are a ********************* nonprofit that focuses on making homes safe and healthy for low-income families with children, the elderly, military veterans and people with special needs. Baystate Health refers patients that have asthma to us. We hire contractors to go into the home to do mold remediation, pest control, *********** cleaning, etc. to eliminate asthma triggers.We contracted with Duct & Vent in Springfield, MA to clean ductwork in 5 different homes. They have our credit card on file but failed to send us receipts. Our donors and funders require us to have receipts in order to get reimbursed. Since July, 2022 we have been emailing and calling to get these receipts.I called the owner ***************************, the President and left three messages but he has never returned my call and his staff has been uncooperative. We request the 5 receipts emailed or refund us $782.10 for the services because our funders will not reimburse us.Business response
11/23/2022
This morning as a result of the complaint you forwarded to me I learned that there has been challenges at my company pertaining to providing you the proper receipts and communication to CDC. I was surprised to learn about this as we try to run an organized operations team. It seems like we dropped the ball on this. This past early September we had a change in personnel to the invoicing role and we are still catching a few errors from the past party responsible for invoicing.Moving forward providing receipts should not be a issue. Our new invoicing clerk has a very strong grasp on processing her work in a timely manner. She sent CDC the requested receipts a little while ago. In fact she also spoke with ******* and reviewed the situation.
In one email ******* was describing ******* comment about ******* being rather unpleasant about the receipt issue itself.
I am sorry this occurred and we are addressing it.
We informed CDC and provided them direct contact information for our Operations Manager. I also gave ******* my cell phone number to call me with any concerns.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.