Complaints

• Initial Complaint

  28/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  October 11, company called our home phone number, gave unintelligable information to my wife that they "Have an appointment" to be there October 12 @ 9 AM. Background info: We had our furnace replaced a week prior to this, I was away from home at work on nightshift, unavailable during the day. Modern Purair arrived at the home and explained to my wife that I had made this appointment to have our ducts cleaned, convincing her that this was true, she was unable to verify with me on that day, so she allowed the company to clean our ducts. The company then asked for a credit card to charge, she complied with this, the company NEVER gave out any document showing a legitimate charge or amount. Later that day I heard of this, and reached out to the Modern Purair customer service after the Thanksgiving long weekend passed. I explained the issue, they were apologetic and assured me they would "Fix this Problem which they had created". 3 subsequent calls later that week and the next I repeatedly requested they reverse the credit card charge, they offered to each time, yet never did reverse any charges. We registered a complaint with my wifes credit card asking them to block the payment, they requested we try to resolve the problem directly with the business first. As if today, there has been no resolution, and we will be reaching out to the credit card company again to update them and request the charge be reversed as a final step.

  Business response

  29/10/2024

  Complaint ID: ******** 
  
  
  Good morning,
  Thank you for sending us the client complaint so that we may address it in a professional manner.
  
  
  This appointment was booked in April of 2024 at a Home Show in Kelowna by one of our team members. There was a discount provided at the time of booking as well as complimentary service of disinfectant.
  
  
  We have a standard operating procedure to reach out to our clients prior to the booking date to ensure they are still requiring the service, and are ready for our technician to arrive on the service date at the scheduled time. 
  
  
  In this case, we were scheduled to arrive at 8:00am on October 12th, 2024, 7 months after the original booking.
  
  
  Looking over the client information in our system it appears the employee who booked the original work order took down the contact email address incorrectly and placed it as a GMAIL account rather than a **** account, hence why the paid copy of the invoice was never sent correctly. This has been corrected now and will be sent accordingly.
  
  
  Our business practice is to have the client always in control of what occurs in their home when it comes to the services we provide.
  From the time of initial booking (can cancel at any time)
  To the Confirmation call the following day (can cancel at any time without a cancellation fee)
  To the technician call ahead, 15 minutes prior to arrival
  During the technician walk through of the home to assess all services required and quoted
  During the overview of the work scope with the technician where confirmation takes place between Client and technician to APPROVE the prescribed work scope and provides UPFRONT PRICING on all services approved
  During the overview when the technician inquires as to what form of payment type the client would like to use once all services are completed.
  
  
  As you can see, there are multiple points in the interaction since the initial booking that the Work Scope could have been cancelled without being subject to a cancellation fee.
  
  
  We do apologize that the issue was not resolved in an efficient manner. I have attached a copy of our INTERNAL Case showing that there was action on the case initially to address the clients concerns but accountability fell short on our management teams part to ensure it was dealt with accordingly.
  
  
  I cannot attest to the communication that did not occur between the client and his spouse on the day of the cleaning. 
  
  
  All I can attest to is that:
  We booked an appointment at the Kelowna Home Show in April 20th 2024, where both parties agreed to the service Work Scope and price.
  Pricing was held and the appointment was confirmed the day prior on October 11th, 2024.
  The clients spouse on site the day of the appointment confirmed the Pricing and method of payment and approved the Work Scope for the second time.
  Services were completed accordingly by the technician.
  
  
  Our contact information for our account has changed to ***** *****.
  Can you kindly update your records to send all future communication to:
  
  
  *********************************************************************************************************
  
  
  If you have any questions or concerns please reach out to ***** ***** or ***** *******. 
  
  
  *************************************************************************************************************
  
  
  Many thanks,
  *****

  Customer response

  30/10/2024

   
  Complaint: 22482001
  
  I am rejecting this response because: The communication with the business at the "Home Show" was not clear that any contract for services was entered into. When the business reached out by phone the day prior to the service, the communication was NOT clearly stated, the service nor the business was made clear to the homeowner over the phone. When the business arrived at the service address (************************* Kelowna) the business individual convinced the homeowner that indeed they were summoned by the other homeowner (who was unavailable for communications at the time) this was not the case, (in effect, a lie) the home's ducts did not require cleaning, as there was extensive drywall repair work to do, which HAD NOT commenced, and would require the duct cleaning POST completion. To add to the confusion of a service not called for, the homeowners had very recently had a new furnace installed, and the same day of the duct service, there was an appointment for a "Heat Load Calculation" to be carried out.  
  
  Sincerely,
  
  ****** *****

  Business response

  30/10/2024

  Good morning,
  Many thanks for providing us with additional information regarding the situation at hand. 
  
  
  There was no binding CONTRACT produced at the home show when the Project was originally booked, but an agreement was made between the Modern Purair Employee and the home owner to book in the appointment for Saturday October 12th, 2024. As a precaution and benefit to the client, we call ahead the day prior to confirm the appointment is still required. At no point in the time frame between the original booking and the moment of Work Scope completion was there any indication from the home owner or on site contact that the services were not required.
  
  
  Given the new information, that was unknown at the time this all occurred (regarding drywall renovations and Heat Load Calculating) we could have advised accordingly from our professional perspective to proceed with the cleaning or to reschedule for a later date. Our technician made no mention or note of the additional information and proceeded to go ahead with the standard operating procedures of:
  Call ahead for arrival (Client option to cancel at this time)
  Greeting at the door (Client option to cancel at this time)
  Walk through of home for all applicable services from Modern Purair and consult with on site contact in the home (Client option to cancel at this time)
  Up front pricing of the AGREED upon work scope (client option to cancel at this time)
  Confirmation of Payment Type upon completion of services (client option to cancel at this time)
  Work scope completion and payment taken
  
  
  We can only attest to the work and communication from our technician on site and he followed all corresponding SOPs. It is unfortunate that the additional information wasnt presented to him, as he would have reached out to our support team to make adjustments to the job assessment and reschedule or forego the cleaning if deemed unnecessary at the time. 
  
  
  We have a very accessible cancellation procedure that amounts to no cost to the client and gives the client a full control of what happens in their home with the accessibility to cancel at multiple points of contact prior to the work being completed. 
  
  
  Thank you again for reaching out, should you require any additional information I will be happy to provide.
  
  
  ***** *******

  Customer response

  31/10/2024

   
  Complaint: 22482001
  
  I am rejecting this response because:Your team took advantage of the 2 clients, husband and wife, when they were apart, and unable to communicate. Your team dishonestly convinced one client that the other had ordered a service, when in fact the service was unwanted.
  
  Sincerely,
  
  ****** *****

  Business response

  07/11/2024

  Good morning,

  Our on site team communicated every stage of the process to the on site contact. It is not within our control or responsibility to facilitate communication between both occupants of the home. As mentioned in previous responses, our technician communicated everything to the contact on site with integrity and honesty, received confirmation to proceed with the services and received payment upon completion. The onsite contact even left our technician a 5 *********** review for his service, which appears to have been removed since the start of this complaint.

  To be ***** and direct:

  We were scheduled to come to the home to provide cleaning services.

  We provided recommended and agreed upon cleaning services.

  We received payment for approved and completed cleaning services.

  As mentioned in previous responses, the client on site had multiple opportunities to reject the services but did not. If there was lack of communication between the parties that own the home, that is not our responsibility and it was not conveyed to our technician on site in any form of communication that 'Approval will need to be made by both Client Parties prior to cleaning'.

  Our responses to this complaint have been quite consistent at every stage and will remain consistent should more rejections on this case be submitted in the future.

   

  Many thanks,

   

  Customer response

  07/11/2024

   
  Complaint: 22482001
  
  I am rejecting this response because: You do not care about customer satisfaction, as is clear by your responses. We will not relent our position, and if you continue to refuse to even discuss a refund, we will continue to reject your responses, even after we complete the process of receiving a full refund from our credit card company. Modern Purair had multiple opportunities to respond to the customer's complaint prior to this complaint, to at least discuss, attempt to resolve, offer some money back, but nothing, no reply until AFTER this complaint was lodged. I had high hopes for Modern Purair being an upstanding business, with morals, but that hope has been dashed forever. I will continue to recommend to all people who care to listen that they should steer clear of Modern Purair, as their business practises are shady, and they are just in it for your hard earned money. 
  
  Sincerely,
  
  ****** *****

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