ComplaintsforAdvanced Air Duct Solutions, Inc.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2023 I paid $5395 to have my ductwork sealed because of a smell coming from them. The contract explained the duct armor will create an airtight environment thus eliminating smells and fungal growth, air loss, spread of rust. They were to apply two coats to the ducts and seal the register boots. After the initial application and still having a smell I found they DID NOT coat the boots and didn’t completely seal the ducts by taking pictures with my phone. They did come back and claimed they sealed everything. Five months later and seven more times of returning because of pictures I’ve taken , they had to return. If I don’t present pictures they give me the excuse they are sealed and there must be another problem with the smell. I ask them to come and scope the whole system and present me with pictures to show everything is sealed and they refuse. My last conversation on 2-22-24 with them I still had the smell but didn’t present pictures and asked them to scope and show pictures they refused. They said my ducts are sealed. I don’t feel that I should be the one searching the ducts, that’s why I paid $5395. Bottom line It’s not an airtight environment whether I have a smell or not. I ended up taken pictures on 2-28-24 and 3-9-24 and found open splits and a register boot not completely sealed. To resolve and be satisfied I would like a scope and sealed and return after dried and take pictures of the completely sealed ductwork and boots

  

  Business response

  03/26/2024

  Our first appointment to seal the underground HVAC ductwork for ***** ***** was on 10-6-2023. The 2nd application was on 10-20-2023. Our employees took care of the job since  I was out of town. On 11-1-2023 we returned to Donna's home after we received a phone call from her with concerns that the ducts were not completely sealed and she was still getting a chemical odor. We packed and applied additional Duct Armor to fill in gaps located in the registers boots. On occasion, when the gaps are that significant, a third coat is necessary, and that no additional costs for labor or materials would be charged. We received text from ***** on11-20-2023 to address additional concerns she had in the hallway bathroom and kitchen ducts. These 2 areas allowed us very limited access to the ducts due to both areas having unusually small  openings where the duct attaches to the register boot. The head of the camera could not pass through completely.  This problem requires a "blind" spray application. ***** purchased a small, probe inspection camera of her own, and she let us use the camera so that we could better see the two problem areas of concern. It was explained to ***** on one of the return visits that due to the very small opening in the kitchen duct that, if the odors continue, the only way we could get in there properly was to cut open a small hole in the bottom panel of the kitchen cabinet. She told us she did not want us to do that. She finally agreed to let us open up the cabinet on yet another return visit on 12-21-2023. During this visit, I explained to ***** that even though we were called back to inspect the kitchen and hallway bathroom areas only, I would run the camera through all of the in-slab ductwork. ***** actually told us that the garage door entrance where the furnace sits was ok and didn't need to be checked but we went ahead and inspected it anyhow, and I showed her pictures on our monitor. On 12-21-2024,  ***** agreed the ducts looked sealed. She also laid across the  bed while we were inspecting that area and we showed her a few areas that might possibly be an issue and then showed her the after picture once that spot was re-treated.

  On January 22nd we returned to the home once again and ***** told us the bathroom and kitchen areas are better but she pointed to a vent in the ceiling and said she was now smelling it there. She actually said that the odor now smelled like tar. This register was a cold air return vent that runs through her attic and is not even part of the in slab HVAC supply ductwork that we were hired to seal.
  I explained to her on at least 3 different visits that existing odors will get caught up in carpet, insulation, bedding, rugs, curtains, etc. She said she washes her rugs regularly, but that was all that she had done. I recommended that all surfaces be washed.  Carpeting, rugs, walls, curtains, etc., to help eliminate any lingering odors. I will note that no one else, including other contractors associated with us could smell anything. Because she was now only smelling the odor coming from the cold air return vent in the ceiling, that it might be beneficial  to have the return ducts checked  by a certified HVAC contractor or a contractor that specializes in attic insulation.  She refused to address the attic and said she's not spending any more money on this.
  
  We know this is a aggravating situation, but from our very first diagnostic inspection, we could not be absolutely guarantee that the chemical odor was simply coming from the in-slab ductwork. There may be gaps and cracks in the concrete foundation that could also be a part of this problem and many other possibilities. My crew and I have applied well over the original amount of product for sealing surfaces that did take a third application and other areas of ducting that looked to be open seams, but truthfully weren't. (product goes into the open crimped seams where couplings attach to the length of ducting and rolls back to coat where the duct does connect) But we wanted it to be visually appealing to her. And it was.

  We've have addressed every concern she has had with our service, even when we were unable to identify any odors. I have suggested taking additional steps to rule out other sources of smell using equipment that could be placed in her attic on a temporary basis to oxidize possible lingering odors. She refused.

  After 2 partial inspections that she requested for the specific spots mentioned above on 11-1-2024 and 11-20-2024 and two full inspections of the in-slab ductwork on 12-21-2024 and 1-22-2024 (she was present for both) ***** was satisfied with the results, saying that everything looked good. 

  On 2/22/2024, she once again asked for an additional inspection without having taken any additional steps to investigate other sources of odors - that we still cannot smell, we feel that it she should pay for another diagnostic inspection, as our contract states. She is protected by the manufacturer's warranty on product and labor, should she need further work; although, we are confident that she will not.

  Customer response

  03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

  Customer response

  03/28/2024

  The business responded with a text that I would have to pay $175 for a final inspection. I refused and sent pictures of my ducts that weren't completely sealed. They responded saying they will come on April 10, 2024 to run through the ductwork and coat what needs to be coated.  I don't want the complaint to be closed till after April 10 when I know the ducts are completely sealed. I will not pay them anything more.

  Customer response

  04/15/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the business has addressed their concerns and as of now, considers the matter resolved. 

*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. ↩