Customer claims dust left in the ducts

Customer claims dust left in the ducts

COMPLAINT: Yuyi Chen, Naperville, Ill.

"I just bought a 6-year-old house and hired Mr. Duct Air Duct Cleaning of Lisle to clean the ducts and furnace, since I have allergies. The technician cleaning the vents seemed to go really quickly. I feel he didn't have enough time to really clean them. I watched him for a little bit, and he slowed down while I was watching.

"Then I asked the furnace cleaning technician about the proper filter I should use. He suggested I not use the really expensive ones because they put too much load on the furnace. I don't know how much I can trust what he said [regarding the ratings of filers]. After they left, I checked each vent by hand and found most vents had fine dust, and one had some beef jerky the previous owners must have dropped in there. They didn't do a good job cleaning my ducts. I also found an air intake duct broken in the attic. Nobody has worked in the attic except the Mr. Duct technician."

DESIRED RESOLUTION: "I request that Mr. Duct refund $580.50. We also request $60 for the fee to have an A/C technician come to our house to check the broken duct."

COMPANY RESPONSE: Keith Thompson, president, Mr. Duct Air Duct Cleaning

"While we are reimbursing the members the full amount of their service, we disagree with many of their charges in the review. We believe the filter recommendation may have just been a confusion of terminology and a language barrier. We apologize for the miscommunication but stand by the technician. He is HVAC and NADCA certified and has been with us for many years."

"We really do strive to ensure that every customer we service is 100 percent satisfied with us and will adhere to any demands made by them in our effort to stand by that tenet. We are sorry that they did not walk away from our service feeling they received their money's worth and will do everything in our power to make sure that, in the end, we change their minds. We will send a refund."

STATUS: Resolved

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