Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a groupon in April of 2024 for unlimited vent, 1 return vent and 1 dryer vent cleaning. The original service was on April 24. I paid an additional $1065.96 have the mold removed and was told that there was a 2 year warranty. I have an extreme mold allergy. The mold came back. I tried to contact the company since August of 2024. No one called me back. I tried calling the number on Freds card and it said the number was no longer in service. I ended up repurchasing a groupon to get them to come back out which I feel I shouldnt have had to do. When they finally called me back, after having to repurchase a groupon, it was December and I was told they cant send someone until December 27. The technician cancelled the appointment the morning of, after I had left my family to come back early to be here for the appointment. I was told it he would try to come Monday or Tuesday. He did not come I had to contact the office again, which they never called me back. He finally came on 1/15/2025. He said the mold was in the return pipes and I was charges an additional $145 plus the price of the groupon and told that that also has a warranty. I was scheduled to have an air scrubber installed two days prior. When they came to install it they said my return vent was covered in caked on mold. I submitted the picture to Tropical Green Cleaners on 1/17/25. I was told my the tech that he would come back and clean it that he missed a spot. He could not commit to a date. On 1/21/25 I called tropical green and was told to text them a picture and they will respond by 5, no response. I tried again on 1/21/25 and 1/28/25 no response I paid for the job to be done completely and for a warranty. I have an extreme mold allergy and I need the job to be completed. At this point I am going to have to hire another company seeing that they are not responding or honoring the warranty. Amount paid is the total of the two groupons + two additional invoices I was billed.

  

  Business Response

  Date: 02/12/2025

  We are Sorry for any inconveniences we may have caused you. We strongly believe in integrity and customer satisfaction. We understand your concerns and we have and will do all we can to make you happy.
  Every time we perform a mold removal or remediation for an HVAC system, we do offer a 3 year warranty to back up our service. By doing so, we install cotton ***** on some of the outbound vents which the customer has to monitor to make sure it stays white within the 3 years. When Miss ***. Called the company about concerns for mold in the system, she was asked if the cotton ***** have changed it's color to black. She said no, the cotton ***** are still white.
  We had to send out the same technician who performed the job back to the premise to check the entire furnace including the duct work.
  After inspection, the technician realized the drain lines were clocked that was backing up moisture in the furnace that has caused mild microbial growth around the evaporator coils. This was a new problem because when the job was initially performed, the drain lines were fine and didn't require to be flushed.
  The technician flushed out both drain lines, cleaned the evaporator coils and the entire furnace unit. And after that he re-disinfected the entire furnace including the duct work which was done for free. The only fee she paid was for flushing the drain lines which cost her $148.
  Considering the fact that Miss *** is extremely allergic to mold, she decided to install a UV light in the furnace. The company that came out to install her UV light told her they can still see spots of mold on the evaporator coils and they can't install it unless it's cleaned out again and were going to charge her an extra $500 just to clean the coils.
  When Miss *** contacted the technician, he explained to her not to spend that kind of money just to clean a few spots on the evaporator coils it's a rip off because no matter how much you can clean the coils, it's not going to look brand new. The furnace is over 10 years and once infected with mold, the mold leaves  black looking stains in some areas of the evaporator coils which even after scrubbing it can't look brand new again, but the mold is gone after the treatment. It goes completely dormant and cannot rebloom.
  So long as the cotton ***** stay white she is safe because if any mold spores is present in the system, as the air flows through the vents, the cotton ***** will turn black.
  We are willing to come back out to clean the evaporator coils again and treat the system all over. But we can guarantee Miss *** there's no mold in that system.
  On the other hand we are willing to go another mile to refund Miss *** for the entire furnace cleaning which she paid $289 for that service and it's been done twice already.
  The initial job took the technician over 5 hrs to get the job done and another 2 hrs for the re-service . We are doing all we can to make her happy and not to spend extra money for something that's not needed.
  We clean the entire furnace including the blower motor which was initially pulled out of the furnace, clean every single blade in the squirrel cage and reinstall everything for just $289 and some company wants to charge her $500 just to clean some dark looking spots on the evaporator coils which is not gonna come out.

  Ones again we are sorry if we couldn't provide you the amount of satisfaction you deserve. We are still open to provide you with both options as listed above.

  
  Thanks for your time.

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 28, 2024, I had my ducts cleaned and the bill was $448.38 the technician asked me to send the payment through *****. My receipt has Tropical Green Cleaners as the business, I populated the name on my receipt and phone # ************ auto populated. The tech said he didn't receive verification of payment I told him the phone number it went to. He said it needed to go to ************ which was his number. I then sent another $448.38 using his phone number. I submitted a retun of funds through ***** immediately after sending the second payment. I tried calling the number the fist payment went to but they picked up and then hung up without saying anything. I've called all number listed on my receipt and some are differnt companies. I just want my overpayment of $448.38 returned. I noticed Tropical Green Cleaners now have LLC after their name, but my receipt doesn't have LLC on it.

  

  Business Response

  Date: 11/15/2024

  So sorry for the late response. I just checked my email today before realizing there was a complaint. I am out of the country for my Dad's funeral and will be back in the ************* on the 24th of the month. I am aware of the problem Mrs ***** ******** is complaining about. For some reason there's a mistake on her end when sending her payment through *****. We have only one account in which all the company payment goes through. Whatever is the problem we are willing to settle with her and make her happy but is not our fault and we'd requested her to get a refund from zelle about the 1st payment. I'll look into this as soon as I return if it's okay. Thanks