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:07/12/2023

  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.

  6/9/2023 The service Tech *** showed up late. *** took the plate off the Air Handling unit, requested payment, and asked me a question. He wondered if the team was cleaned with a wire brush, and I said yes. He said that was the worst type of cleaning method. I asked *** how long it would take to clean the system, answer about 2 hours. I told your cleaning all the vents is 2 hours. He stopped and asked what service I was having done again. I said he was cleaning the unit and all the ducts for 249.00. He said No, that was not correct. I noted that ******** ******, their employee sent me a message through ******** that all the vents were included in 249.00. He ***, that was not the case until cleaning was 249 +tax=263.90. He said the vent is a separate charge. It is a per vent charge of 35.00 percent, and he wouldn't charge me to clean that big return vent. I have 11 vents with an additional 350.00+ tax and a 3% charge for using a credit card. I said 815.00 for a 1200 sq house to have the heating system and ducts cleaned. He asked the reason as to why having the service done and explained child has allergies. He said it was better to have the flue and system clean simultaneously. I said I have to think about it. *** said it would help the child's breathing. I paid him 263.98 in cash and 552.90 on my credit card. The service was never performed; I have been contacting the company representative since Monday6/12/23, and have yet to get a straight answer as to when my funds will be returned. *** collected cash and credit card payments for services that had never been performed. I have texted the tech *** and messaged ******** ****** employee of the company, and still nothing. I want a

  

  Business Response

  Date: 08/24/2023

  Good Day! 
  
  We appreciate your attention to this issue.
  
  Efforts were made to establish a timeline for job finalization; however, she opted not to continue with the process. It's important to highlight that upon receipt of our client's deposit, the prompt initiation of part procurement is undertaken, and applicable charges are implemented in line with this procedure. This step is crucial to secure the necessary components essential for the task, with the charges encompassing credit card fees. Regrettably, following her decision to decline the appointment, we took immediate action to initiate a refund process. The reference number for this refund is **************, and the refunded sum amounts to $505 (please see photo attached).

  Customer Answer

  Date: 08/25/2023

  [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: I have not received my refund for the initial contracted service June 9th with Expert Chimney Sweep. While at my residence *** stated that ,if I wanted my vents cleaned that was a separate charge making TWO Separate Contracts. The first contract was just for cleaning the Air Handling unit that charge was $249.00plus tax and it was stated in the ******** messages between Myself and ***************************** that it was an unlimited amount of vents would be cleaned for the price of $249.00.  *** arrived five hours late for a 10am scheduled appointment at my home at 3pm on Friday. *** requested payment before he even looked the unit. 
  
  The second contract was for cleaning vents at $35.00 per vent and there are Eleven vents throughout the home and the largest vent he called the Return Vent he would clean and Sanitize at no additional charge the cost for that service was $515.00 plus tax and additional 3% Fee attached for using Credit Card. I contacted *** the Tech regarding canceling the entire service by June 12, 2023.  I called the Customer Service number ************ that was provided to obtain a refund and *** the Tech the phone. *** had provided me with his personal cell phone; ************, stating if I had question or issue contact him not the company. I called both numbers and also text messaged *** and company requesting a full  refund. The contract has the fine print that a visual inspection was performed at the time of Cleaning/Inspection. He never performed the inspection or cleaning of the Air Handling Unit. No before pictures were taken as per there ******** post. He took my money and left my home stated it was too late to do anything. He said that one of the girls from the office would call me a little later to set up the appointment. I never received a follow up call for service. I had initially called *** Monday, June 12th requesting a full refund. I called *** and he did not answer, when I did speak with him, *** said he was busy with a client and would call me back. I called on Tuesday, June 13th and received no answer. I called again June 14th; No Answer. By June 15th I had got no answer, so I texted *** the Tech and requested a refund. *** offered me repeated excuses of being too busy to talk or he was working on it! I said it should be easy to refund the money, meaning the cash paid to him on June 9th.  When I called *** for the last time, he said he had to speak with Supervisor regarding the refund.
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 09/15/2023

  As part of our daily fieldwork protocols, our technicians are obligated to conduct a thorough inspection of the vents upon their arrival at the property, even prior to providing an initial quotation. It is crucial to emphasize that the foundation of their quotation is firmly rooted in this meticulous inspection process. Our company places an unwavering emphasis on the core value of integrity in service delivery, with a steadfast commitment to sparing our valued customers from unnecessary expenses. With this said, attached to this are proof of the inspection done in your vent. 
  
  Additionally, it is noteworthy that the payment for the services rendered was processed via credit card, and the refund procedure was promptly initiated. Enclosed herewith, you will find conclusive evidence affirming the successful conclusion of the refund process. In consideration of this, we kindly advise you to initiate direct contact with your banking institution to further inquire about the status of your refund. The refund amount in question totals $505, and the corresponding transaction ID is **************. If you require any supplementary assistance or documentation, please do not hesitate to reach out to our dedicated customer support team, who stands ready to provide any necessary aid. Rest assured that your satisfaction remains our utmost priority.
  
  Refund Transaction Number: 
  **************
  
  ScanPay Hotline: *****************
  ScanPay Email Support: ********************