Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Professional Clean on 7/24/24 to clean my air ducts. They used an air hose to blow all of the vents on the main level of my home and got dust everywhere. They drilled 20 or more holes in my HVAC system. I was unaware that they would be drilling this many holes. They also left dust and metal shavings all over the basement including on baby items like a bassinet and strollers. My husband opened the vent on our duct work to find that it was still filled with dust. On 7/25/24 I called the company back and told them I was dissatisfied with the work. They offered to come back on 7/26/24 to fix the problem. They did not show up. I allowed them to reschedule for 7/28/24. This time they did come and attempt to re-clean the ducts. However, I found more dust and metal shavings after this visit. I called the company back on 7/29/24 and told them I would like a refund and that I had pictures to prove the job was not done effectively. I was told that my pictures were "irrelevant". The company denied me a refund and offered to send me a check for $50 which I have not received. On 8/1/24 I checked my furnace filter and found it covered in dust and debris. This furnace filter was just changed on 7/18/24. They blew all of the dust from my HVAC system into my furnace. I was under the impression the dust would be vacuumed up and disposed of. I would like a refund considering I needed to reclean my entire home more than once and do not yet know the impact/damage to my furnace.

  Business response

  08/15/2024

  I do apologize for the late response. Yes service was originally done on 7/24. She called upset And then on 7/25 she called up to complain about the drilling of the mainline, which is common to access the main. The total bill was supposed to be $384 and technician only charged her $354 due to the complaint regarding some debris. WE figure to let it go since she sounded frustrated and upset over the phone.   When she called I was going to have him come out that day and then she said no on phone originally she began to ask for a refund. Then about 30 min later she called and said to have him come out, then I had to tell her he was out of the are already so I set her up for a reservice. He was on a big job on Friday and was taking longer than expected so that is why we did not come there so I called her to rest her appt her reservice I offered the next day and then I also offered her Sunday which we typically do not work and she was fine with that. The pictures were irrelevant that she was speaking about bc we set her up for a reservice and he came out there Sunday morning to take care of any of her concerns. We tell customers after the *********************** they need to either replace the filter or if its a filter needs to get cleaned and put back in place bc it will catch anything that was loosened up and catch before it goes thru system.. I also had asked her on the phone regarding the filter because she brought that up to me before the reservice and I told her over the phone regarding if the furnace has been cleaned not just filter changed and she said she has someone who comes out 6 months and newer furnace. But you deifinitely need to have the furnace cleaned not just have components cleaned out. I did offer an additional $50 and explained to her that that's a total of $84 back and that the check will come from my accounting office and it takes 7 -14 business days . Check went out on 8/1 as a matter of fact so she should have received it. Check # **** in her name. he also asked her when he re cleaned her main line  out for her it appears in the picture she is showing there was some caked on debris so he re cleaned it and asked her if she had any other concerns he needed to attend to. And they both said no. I did apologize regarding the drilled holes that he did not clean up the scrapings.And she just had cleaned some baby furniture in basement bc she is expecting a child. The vents that she is showing on the floor the long ones we did not take the covers off because how they are hard to get off and we accessed them with  a tube feeder and do the best to clean up those. You can see on the wall near the vent that its already flaked up on paint and that's what we want to avoid from happening so we will not take all covers off if its going to have damage occur. Nothing is wrong with her furnace, the filter did its job. Unfortunately she changed filter a week before we cleaned out her system and your going to have much more debris go to the furnace area after a cleaning for the first three to four days. So what she is noticing on filter isn't uncommon depending on how soiIed her system is.  also told her when we were talking we don't clean covers  we clean the inside of the lines. She shows a picture of a counter that is cracked we did not do the crack she was concerned that he put his book there and she saw an indentation of his lip board and she said the counter was dusty. If she had any other concerns she could have contacted us again. She should have received check by now, she can certainly call us back if we need to put it out again.  Thanks ********

  Customer response

  08/24/2024

  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.
  
  Reject Business Response
  
  The reason I was charged $354 instead of $384 is because the technician calculated the total wrong, not because they were trying to give me a deal.

  
  They did not contact me to reschedule on Friday. I contacted them after technician failed to show in a 4 hour window- 1 hour past the 3 hour time frame originally given.

  
  No where in writing or verbally, was I told I should replace my furnace filter as I had just done this 10 days prior. Had I been told, I would have had further questions. I was under the impression I hired someone to clean out my system, not blow debris into my furnace. The amount of dust was significant. I would say several softball sized dust clumps in my furnace filter.

  
  The $50 in no way compensates me for the time it took me to reclean my own home or the price of someone to come clean and service my furnace. I am still, almost a month later finding and cleaning up metal shavings from my basement. I have now received the check but have not cashed it. I am not looking for a partial refund. I  want a full refund for a service that was unacceptable.

  
  The vent covers on the floor on the main level were absolutely removed so the debris was from the technician blowing into the air vents which caused dust all over my home. The vent covers are not currently attached as we are waiting on someone to put in base trim.

  
  I did not complain that my counter was cracked. Its marbling on the counter top. I included that picture to show how much dust was blown around my home as the counters were cleaned prior to the technician performing service.

  
  Considering I contacted this company 4 times asking for a refund already, I dont see what contacting them again would achieve.
  
  Regards,
  
  ***********************************

  Customer response

  09/06/2024

  Yes, I received a check for $50 but I have not cashed it. 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They set an appointment time from 2-4 pm and then called and said it would be around 4 pm and did not come until 4:30pm. They then did the work of what I could have done by renting a machine and doing it myself oh except that might actually use a cleaning solution. There is no scent of any kind of cleanser used. Then they left two giant globs of hair on my floor. I may be older and have a higher expectation however if you have CLEANERS in your name maybe dont leave it ******* than it was. When I received a call they just gave excuse after excuse and asked if I have a cat. Implying my cat vomited up two 4 hair ***** when she was locked in the bathroom ? Also that would never be possible she would have literally choked. After them giving me excuses and basically telling me they are sorry I feel that way and not apologizing for anything other than being late they offered no resolution. If youre going to just use water on my floor then thats what you need to say dont lead me on thinking I am actually getting cleaning solution. I did not opt for the more than double the cost for sanitizing and conditioning but I still expect some sort of cleaning solution to be used. **************** was terrible. I should have read reviews but since my sister was paying I just went with what she offered. Finally the contract has a spot where I the customer am supposed to be able to go over his work with him and sign it. Well he was gone before I got home. LEAVING MY APARTMENT UNLOCKED! I did not sign the contract on that line.

  Business response

  11/07/2022

  I had spoke to this customer and she complained about these hairballs. She also wrote on yelp which I will not acknowledge social media platforms. I did call you and tell you he would be there closer to 4 and I did apologize when I heard your message and at the same token your message was he was over two hours late and he wasnt he was half hour past the open window time frame and I did apologize.  Then I did explain to you we do not use only water we do use a mild detergent with the regular cleaning it all in the one chemical and its mild because of people that do not like heavy scents. Then you perceive to tell me about these hair ***** and that my guy left his nylon brush in the kitchen and that he purposely left *************** *****. And I was surprised that you would have thought we would have done that on purpose so at one point I did tell you I will let the tech know but honestly found it hard to believe that someone would do that on purpose.  By looking at the edges of the picture you have sent near your kitchen area not sure if that was before or after the  cleaning to tell you the truth, But the carpets near the kitchen look darker so you definitely needed something heavier to get that area lighter but certainly is worn our like fiber breakdown. If you need the company to come back out to take a look at the carpeting feel free to call, nothing different from the time you called. On the yelp review you say I didnt offer nothing, you were complaining about hairballs left behind in the kitchen and regarding the time he got there not sure why you would feel the need to get a refund. We would come out to examine carpeting but also you would certainly need precondition to loosen up the heavy soil. And there is still other factors involved depending on your carpets. Thanks for the feedback and once again we can certailnly come out if needed. Professional Clean ************

*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. ↩