ComplaintsforCrystal Clean LLC

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since its limited, basically I heard them out of a ****** magazine they offered a deal for your air ducks your returns to be clean for $250. They should pictures claim their state of the art of the website of what ducks look like before and after. If they want to call a shop vac, a Square shop vac and an air compressor blowing air up into the air ducks cleaning your air ducts, they are sadly mistaken. What they have done is blown more dust in my home and into my system where I have an allergy to dust, which is why I called them to come out in the first place, has made it worse now I’m breathing harder and coughing more and have to have another company come out to clean my ducts. The resolution I want is my money back. They did not do anything of what they stated. I’ve been trying to file this complaint since they were out at my home and didn’t do the job. Yes I have proof I have pictures of the befores and afters. As you can see by the pictures, that’s what they did you can see the before and then you could see after the guy came out with the shop vac. The laundry room is totally untouched. I left my situation what happen with me on **** because I don’t want anybody else have to deal with a company that lies about their service that they provide.

  Business response

  03/04/2022

  Crystal Clean stands behind our quality work with over 20yrs experience. We do follow the  NADCA standard to clean all ductwork. HEPA shop vacs are used in combination with a Neg air HEPA machine, air tools, and other agitators as well. I did review the pictures that our tech took after the job was completed. They did look clean. This was also the first Crystal Clean heard of any issues from this job that was completed over a month ago. We do strive for excellence in customer service. Therefore, we would like to send field supervisor out to inspect and take care of any issues there may be to satisfy the customer. 

  Customer response

  03/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They did not clean my aid ducts, the pictures are before and after they were supposed to have cleaned the air ducts.  Shop vacs they used are not what they claim, I have video of what they used.  I have since had my ducts cleaned and sanitized by actual professionals for $922.22 and they have before and after pictures as well.  I can assure you, they used what this company claims to have used.  I did complain which is why a second guy was sent out to my home to use a smaller shop vac on my step  stool as the ladder he used was not feasible to use and yes I have video of that as well.  The second time, the two guys were at my house they spent about 30 minutes total to so-called clean 15 air ducts and the return which is where the hooked up with flexible duct hose to with the square vac.  That only sucked up the return but it wasn't fully clean either as they never removed the vent downstairs to look at what was left besides  what they could see upstairs (home is a rancher with finished basement).Since then, my heater that was installed on 12/2020 makes a noise and no it is not from the professional team I had come out.  It also made my cough so severe that I've since had to go to the doctor's to be checked out.  The extensive amount of dust kicked up by their mess caused me to have severe bronchial infection and Asthma which I now have to carry an inhaler with me the rest of my life, so I would also be including the damages that has and will cost me and I with all that I have, I'll win.  The company did not do the job, I did complain and I am not the only one according to the reviews posted.  I wish I seen them sooner as I never would have hired them.  If they refuse to refund the $249 that I paid, I will take them to court for the refund, the cost of the actual duct cleaning, the cost of having my system checked and anything they have to do to it and the cost of my medical expenses as I have it in writing from the doctor that is what caused my condition.   Here is the videos and the pictures put onto ****** Drive. https://drive.******.com/drive/folders/1-********-********************************** I would show what the other company who actually used a **** Filtration system to clean my ducts and also put the **** Filtration system that's massive at the proper location for cleaning, whereas your crew put it at my return which is why I have to have my heating/ac system fulled checked over so I don't have any more issues with my system.  I'll be the one who does admit that I know my ducts needed to be cleaned which is why I initially hired a company to come out but I never expected a company to do this to me.  I'm being very nice about all of this especially since it's now cost me my health which is what I as terrified about in the first place.  I have spoke to a lawyer already and showed them everything I have and they suggested to try this way first since it would hopefully get resolved without turning into a legal battle. They didn't use even use anything to go up into my ducts to clean them besides the guy with his arm and the shopvac hose with a brush attachment to suck up the dust and he didn't even fully do that or at all.  My laundry room was never touched at all by any of them, the downstairs bathroom was the same.  It's one thing to state you did a job and that I never complained when I had.
  
  I called the first appointment was for January 21, 2022, that could not be done, they had to come out so was rescheduled for February 7, 2022 and they did not clean my air ducts so I called and complained and they sent another guy out to clean them.  This is my experience as described below of them coming to my home.
  
  When I seen a regular SUV  pulled up that should have been my 1st red flag but I was raised never judge a book by it's cover.  The first guy, in regular clothes, when he  came, unloaded his shopvac, yes shopvac, a large square vac (as my husband uses it at work for sucking glass out of vehicles from accidents), an air compressor and hoses not sure if he had anything else to unload - should have been 2nd red flag  as they claim state of the art on their website and being Green.  He  tried to plug in his air compressor and turn it on, wouldn't turn on,  thought it was my outlets, I proved him it wasn't. So he called his  supervisor ****, who insisted he go swap it out with another one or go  purchase one.  It's an SUV, where is he going to put another one at.  That should have been my 3rd red flag and go with another company.  So  they called to reschedule.  When the next SUV rolled up with two guys, I  thought okay, maybe they'll be able to clean my ducts.  They came in,  hit the switch up at the top of my heater instead of at the thermostat.   Pulled out the shopvac, the square vac (my husband has one at work), air compressor and hoses.  Put a blue tape like covering over  my downstairs return (rancher with finished basement), removed the  return upstairs then put the big hose for the the square vac to that  with plastic covering over the rest of the exposed return, turned it on.   The other guy went around to all my vents with an air hose blowing air  up into the vents.  They covered nothing, so anything that was being  blown around in my house went wherever, including over our beds.  When  the guy was done blowing the air into the vents, they let the vacuum  suck another minute then stopped.  Pull the hose from the return and  gathered everything up.  I was confused as they didn't pull down the  vents, check anything but the upstairs return and that's it.  They also  didn't sanitize anything either.  He called **** their boss to confirm  they were done everything and to recommend them to friends.  I thought  maybe it was me that my ducts weren't as bad as I thought, that they had checked with a scope.
  
  Boy was I wrong.  I pulled down vents to  clean them and decided to look into my ducts.  They were filthy and I mean totally disgusting with dust.  So I called them up and explained my  ducts are still dirty and that was the point of why I hired their  company to clean them.  They asked did I want the guys to come back after their next job or schedule another appointment, I chose another  appointment.  When the next guy comes out, he comes in with a smaller shopvac and vacuums the up in the ducts as far as his arm could go after  pulling down the vents.  He was just going to vacuum them but I stated I wanted to clean them thoroughly and would put them up once done.  So I checked my ducts once again.  NEVER HIRE this company.  There is nothing  state of the art for equipment, the highly trained technicians all in their own vehicles and regular clothes are from what I'm guessing your  basic guys off the street.  The one guy that had come here with the  other guy on the second visit who blew the air into the vents prior job  was handyman at an apartment complex which he had nothing to do with  HVAC.

  I am more concerned now that they were here for the brand  new heater (12/20) and AC unit (4/21) we had installed that I may end up  with issues from what they've done.  I will not hesitate to take legal  action if I need to.  I'm reporting them to the BBB as well.  When  paying for a service you expect that service and they DO NOT provide  anything of what they claim.  I still have the dirty air ducts they're  supposed to have cleaned.  I now have to hire someone else to do it.  If  you have any breathing issues or concerns, I
  highly suggest you look  elsewhere for your duct cleaning.
  
  Regards,
  
  ***************************
  

  Business response

  03/31/2022

  When is a good time to resolve this issue in its entirety? 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired the services of Crystal Clean LLC owned by Matthew Q****** Pa Contractor License # ******** for our dryer vent cleaning. They sent on November 11 their Contractor(1099)/Technician- Michael N****** who perform the job. In the process of cleaning the dryer vent he bent, damaged, ruined and affected our ****** ****** XL *** Dryer (Cost: $800). We have call the supervisor of Michael N*****- Jeff C******* and he doesn't answer. We have called the office and nobody answer. We called Matthew Q****** and he doesn't answer. We need our dryer replaced immediately or we will file a complain with State of Pennsylvania Consumer Bureau and we are considering filing a lawsuit in the next few weeks if nobody answers. This business is irresponsible and unprofessional and they need to be accountable.

  Business response

  11/15/2021

  Customer said he was removing the compliant? 

  Customer response

  11/15/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Company have called to work things out with me. I am removing this complaint because Jeff S****** have being contacting frequently to provide update and work things outs. WilL keep you guys posted.
  Regards,
  
   
  

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