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:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  See the attached description AIR DUCT DISPUTE #2

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had service performed on 9/17/2024. The workers were here for only about 10 min. When my husband got home from work, he inspected the duct work and there was still visible dirt. Upon further inspection it was discovered that the dirt was loose dirt, not something that would have been hard to remove. On 9/19/2024 I called them to have them come back out. I was informed that someone from management would contact me. As of 10/4/2024 no one has reached out to me. I want them to either come back out and do the job properly or give me a refund.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/29/24, Master's Airduct Cleaning came to my home to perform a routine AC and dryer vent cleaning. During their inspection of the vents, mold was found. We were shown pictures of the mold and advised to get it cleaned. We set up this additional service for the following day and paid a deposit.On 5/30/24, Master's Airduct Cleaning came to my home to perform the mold removal and sealant. I called them to ask for verification of services rendered with an invoice and before and after pictures. On 6/1/24, we tried to run our washer and dryer for the first time since the service we received. Upon smelling something burning, we turned off the dryer and pulled it a little away from the wall. We took a picture of behind it and discovered that the vent had never been reattached following the service. I called the main number, and all I was told was that the complaint would be forwarded. I told them that this was a fire hazard that they had left my home with. I reiterated that I needed documentation of the work they had provided and advised them that I had canceled the check and would reissue it once documentation was provided because this indicated poor and dangerous workmanship. Later that day, I received a call from the ******* who performed the labor. He attempted to gaslight me into believing that he had indeed reconnected the dryer and it was us who disconnected it. I told him to have his manager call me. I have yet to hear back. I wish to finish this issue. I want documentation and validation of the work provided/completed.

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 found out about this company through a flier in the mail offering a $59.00 coupon for air duct cleaning. They showed up and provided an initial assessment and told me what they were going to do but did not offer any pricing details. They completed the work and advised me that the cost was $1,278.00 then I showed them their flier showing $59.00. Then he proceeded to go into detail about the cost of each of the things they had already completed. I immediately told him that he did not cover any of that with me prior to completing the work and I told both of the employees that in the future they had better advise customers of all of the costs prior to completing the work. In the end, I signed up for their additional UV light for a total of $1,440 after my $160.00 military discount. With their terrible business practices, I would be interested to know how they would handle a customer who had their $59.00 coupon who didn't have $1,200 - $1,600 dollars available to provide payment after being duped. I am beyond angry and highly recommend that folks do not use this company.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 24, 2024 I received a $98 promotional Air Duct Cleaning normally priced at $200. that includes Unlimited Vents-Vent Cleaned and vacuumed High Pressure Negative Air Machine-Camera Inspection-Organic Deodorizer-Air Flow Check-Attic Insulation Check. I did not need most any of this completed being my AC was just serviced and inspected 2 days prior. I only required as promoted Unlimited vents and Vent cleaned and vacuumed with the Negative Air Machine. I was out on an errand when the tech arrived but my husband was home and aware that I scheduled the promo. The tech arrived prior to my return and my husband informed him of what we needed versus did not based on the professional inspection and maintenance we had 2 days prior. I received a call from my husband highly upset because although I told my husband not to allow him to inspect anything (knowing this would give him the opportunity to inflate his price) just to clean the vents and conduct the negative air machine, my husband allowed him to glance at the air handler. OMG, all of a sudden we required deep cleaning, mold might be involved and so on and so on and the price increased. My unit is being replaced we did not want any additional services only the promo. A mini air machine was hooked to a small vent just outside my bedroom door not the return not air handler. No vents were cleaned. When asked why he is only using a little machine and did not clean the vents he instantly modified his pitch" it could be old grease but could be mold etcetera, the promo does not cover vents they need a deep cleaning so he did not have to clean them. When I got home I saw that none of the vents were cleaned and he ran the machine for approximately 15 min. I called Masters Air Duct Cleaning who advertised and scheduled the appointment. The company representative told me I must speak with the tech who came out because he decides what is needed and if I don't want a deep cleaning he does not have to clean the vents.

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  3/12/24- vent cleaning service promised before and after pictures, unlimited vent, cleaning negative air duct cleaning, for $200. ROI, The technician arrived from ***************** had Shop vacs in his hands. Claimed we had mold in AC it couldve been mildew testing was not done. UpSold us the ** light we had no before or after pictures no negative air duct cleaning no vents or covered inside the house, he never went into any of the vents of the house *********************** the person I had been texting with making the arrangements didnt even know the job had been completed. She reached out to me a day or two later and asked if I needed to make the appointment and asked her if she knew this employee, and she stopped responding to my texts.3-14-24 I called MasterDuctCare at ************ left message for a callback. A manager called me and I told him my story he said he would call me back and now he went silent with no callbacks.The tech worked about an hour and made us sign a document stating 1 price but my credit card was charged an entirely higher price. I factored in price plus tax and tip, was still over $50 higher. He failed to fill in company name on documents. I have no receipt showing details to include tax and work preformed. My $200 vent cleaning job ended up charging my credit card $1,212.66.

• Initial Complaint

  Date:12/26/2023

  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.

  Worked not completed as agreed upon. Contractor avoiding customer not providing videos and picture of the work completed to include dryer vent cleaning, 16 vents. AC disinfection up to *************************************** home not completed and dirty. Contractor lying about previous UV light not working properly which is a lie. Contractor sale of new UV light to make customer spend more money on job. Contractor leaving UV light AC cord inside furnace potentially causing a hazard and fire at customer house. Customer slamming van back doors before leaving. Extremely unprofessional and possibly a fraudulent company.

  Business Response

  Date: 01/16/2024

  We've received a complaint regarding some service issues from our costumer. We'd like to inform that we have addressed and resolved these concerns. We've completed all the agreed-upon services, including the vent cleaning and AC disinfection. Additionally, we've provided the costumer with the photos and videos for their assurance. 
  Regarding the ** light issue, we've clarified the misunderstanding and made sure the costumer is satisfied with the resolution.
  We're pleased to report that this issue has been resolved with our costumer to their satisfaction.
  
  Masters Air Duct Cleaning
  

  Customer Answer

  Date: 01/16/2024

  Complaint: 21047519
  
  I am rejecting this response because: the response for the ** light is too vague. 
  

  as stated before, the ** light was removed by the vendor and returned to the vendor, so no money was paid for that service as well as the labor for the installation.  
  

  I agreed that both vendor and I are in good standing as things are as long as the vendor is as well. Thank you. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Masters Air Duct Cleaning advertises that they will do Air Duct Cleaning for $89 (Reg. 200) which includes: Unlimited vents. (They only cleaned one vent and it was the smallest one) High pressure negative air machine. (They used it for about 15 minutes or so. Within the 15 min. they had to use duck tape twice applying it to the hose) Vents cleaned & vacuumed (Never did. I question them and they said that they don't do that. I show them the flier and they called the office and then he said that they will wipe them off. I told them to forget about it) Camera inspection (never did) Organic deodorizer (Never applied) Air flow check (Never done) Attic insulation check (Never done) The work was done on 12/7/23 and I called them on Monday 12/11/23 and told them that I was not satisfied with the work they did and that I would like to speak to a Manger. She took my info but never heard back from the Manager. When I spoke to the customer service she mentioned that this was just a basic cleaning. With all the things that they didn't do it was not even a basic cleaning. There is currently about 13 complaints with this company. They need to be stopped ripping people off especially seniors. Being that they didn't do half the stuff they claim to do, I would like to get a refund of $40. This should also be reported to Valpak so that they don't advertise their services never again. Note: being that I am a senior, I received 10% off but using a credit card they charge me an additional $3 making the payment to $83.

  Business Response

  Date: 01/09/2024

  We sincerely apologize for the inconvenience caused. Thank you for bringing this matter to our attention. We are actively investigating and will promptly address the issue. To process the refund, could you kindly provide us with your Zelle information?
  

  Thank you

   

  
  

  Customer Answer

  Date: 01/11/2024

  Complaint: 21001371
  
  I am rejecting this response because: I would like for them to credit my credit card or send me a refund check by mail. Do NOT want to provide Zelle information.
  
  Thank you.
  *********************

  Business Response

  Date: 01/11/2024

  Dear *****, we're pleased to inform you that your credit card has been credited. Thank you for your business and sorry for the inconvenience 

   

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you.
  *********************

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 received a promotion coupon in the mail for Masters Air Duct Cleaners in ************ **. They were advertising $119 for air duct cleaning. Our original appointment was for 3pm, but they called at 10:30 am to see if they could come earlier, which I thought that was a lot earlier. They ended up coming at 1:45pm, and sent me videos of my AC unit before I even got home, which was a little after they got there. In the videos the vent was very dusty, dirty and appeared to have mold. After I got home the tech was telling me how he wasn't prepared for mold and would call the company and send me a quote. I get the quote and it has something about a UV light. He never mentioned a UV light so I was confused. RED FLAG! Something started to not feel right in my gut, but I didn't listen. They used some type of disinfectant, and when I asked him what was in it, he simply told me the name of the solution. I asked when he would be back to recheck the mold and he said he didn't have to come back and that it's good for a year. RED FLAG! I saw the other tech wipe down the inside of our AC unit, and the main tech says "See look its already working." RED FLAG! When I told him I wanted someone to come back to recheck he said "Let me call the company and see if I can do that." The whole thing took about 30 minutes. RED FLAG! And was going to cost me $900. After they left, my gut feelings were still bothering me so I googled the company and saw the complaints on BBB that were exactly the same issues I just had. I immediately stopped payment on the check....THANK GOD I WROTE A CHECK! I called the ***** # on the promo coupon and acted like a new customer and asked what the $119 promo included and as she was explaining to me what it included I realized that this is a bait and switch scam. I told her that they actually just left my house and didn't do half the things she said was included in the $119. They only hooked up the big vacuum to one vent and I have multiple other vents in my home that they didn't even touch. Also, when I went to the truck to check what was actually collected, there was barely ANYTHING! I told them that I would pay the $119 and that was it.

  Business Response

  Date: 08/30/2023

  I deeply apologize for the miscommunication and the situation you've experienced with Masters Air Duct Cleaners. We genuinely regret any confusion or distress this may have caused you.
  
  Upon inspection of your AC system, our technicians found that it had substantial mold and mildew, including moldy electrical wires and blower blade fins. It's important to note that these are significant concerns that go beyond a standard duct cleaning. Given these findings, the additional services offered aimed to address these more critical issues to ensure your home's safety and air quality.
  
  We understand the concerns you raised post-service. I'd like to emphasize that after you signed and agreed, we performed the work to the highest of standards. Customer satisfaction remains our top priority. Consequently, when you expressed dissatisfaction, we immediately offered a refund, despite the work being completed, to which you mentioned about canceling the check.
  
  Please understand that our primary goal is to ensure that our customers are satisfied and receive the necessary services to maintain a safe and healthy living environment. We're here to assist and address any further concerns you may have.
  
  Warm regards,
  
  Masters Air Duct Cleaners

  Customer Answer

  Date: 08/30/2023

  Complaint: 20534708
  
  I am rejecting this response because: the company is continuing to be being dishonest:

  1. They said there was mold and mildew. Unless they sent a specimen to a laboratory or used a mold test kit at my home, we do not know 100% if it was mold, mildew or dust. And if it were truly mold like they say, then the company would have a recheck/return to home policy to come back out to the home and make sure the solution they used worked, but the tech said theres no need to come back. Mold is a serious problem, not something you dont recheck.

  2. They said they offered me a full refund. This is also 100% not true. They never offered me a refund and wanted to send the technician back to my home. I politely declined and put a stop payment to the check. 
  

  The company is clearly dishonest and uses claims of having mold in the home to take advantage of people.  What I also found interesting is when I sent the a check for $119, which is the amount of the promotional coupon, it went to someones home instead of a business.  

  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had Masters Air Duct Cleaning come out to our home on 8/2/2023 for their advertised special of ****** for air duct and dryer vent cleaning. They arrived earlier than their scheduled appointment time which was slightly inconvenient but not that big of a deal. They attached their machine and vacuumed one vent in out home, effective? Who knows. Then they went to do the dryer exhaust vent cleaning. They used the brush/drill cleaning method and pretty much pushed all of the debris to the roof exhaust vent. After they were finished they tried to sell a duct sanitation service, we declined and paid them the agreed upon fee.After their departure we washed a load of laundry and put it in the dryer (which is only 6 months old). Our dryer had an error we had not seen before, after looking into the operation manual, the code indicated a clogged vent of 90%. It was not clogged before we had the dryer vent serviced by Masters.Now we are waiting for another company to come out and properly clean the dryer vent. We have reached out to Masters and got no resolution. I am looking for a refund since we are having to pay another technician to come out and clean up the mess they made and fix what they damaged.We attempted to stop payment of the check but they had already deposited it and it cleared 8/3/2023 early in the morning. Very suspicious business practices. I would advise people to steer clear of this company at all costs and hire maybe a more reputable company for services.

  Business Response

  Date: 08/03/2023

  Dear *************************,
  
  We apologize for the inconvenience you've experienced. Our team is investigating the issue and plans to refund your payment. We regret the quick BBB post and would have preferred a chance to address your concerns directly. We value your satisfaction and are working to resolve this promptly.
  
  Sincerely,
  Masters air duct cleaning