COMPLAINT: Deborah Allen, Spring

"I hired CleanAir America of Houston to clean my air ducts. They came into my home without wearing protective shoe coverings, they didn't explain what they were going to do, and their equipment, which was simply a vacuum cleaner with a long hose attached to it, was dirty.

"They removed the vents, stuck the hose inside the ducts and vacuumed them. They also vacuumed my rugs where they were working, and washed my vents and replaced them. I have two HVAC units and they quoted me $59 per unit over the phone, and said I would receive a complimentary vent cleaning.

"I was not told that cleaning and sanitizing the ducts cost extra. They found mold and mildew in the ducts, and after they finished the job, they asked me if I wanted to spend another $279 to kill the mold. I declined the service and after they left, I noticed a scratch on my laminate flooring.

"I called them and no one was interested in this problem. The next morning, the heat kicked on and black mold flew out of the upstairs vents. I called them again and they were rude and argumentative. I now have to call another company to do the work that I already paid this company to do."

DESIRED RESOLUTION: "I would like a $129 refund, and want their insurance company to contact me about a resolution for the scratch they put on my floor.

RESPONSE: Alesha Hilburn, manager, CleanAir America

"We did a basic cleaning to vacuum and brush each duct. Our coupon states you get a free service with the $59 coupon and if someone has mold, it's an extra charge. The $59 is just the vacuuming and brushing of the ducts."

STATUS: Stalemate 

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