Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sai Air Duct cleaning service was solicited to clean the air ducts and furnace in our home. Initially, when making the appointment, I inquired as to how they clean the ducts. I was told they use a "spider tool" with air compressor and that they vacuum the system out and sanitize it. We purchased our home October 2020 and since then, we have discovered many problems we have had to address and we had the ducts cleaned assuming they never had been. However, at the time ************ decision, we did not have a dust problem. It was simply done as routine maintenance.What ensued is that two personnel from Sai Air Duct showed up to my home and one of them was extremely rude because I wanted to see the tool they used to clean the ducts with. When he showed me the tool, it was not a "spider" tool but a rubber tube. They also stated they could only go *************************************************** our two story house, with full basement is 30 feet long. They were at the house approx. *************************************** a ***** square foot home. They came into the house and started cutting holes in the duct work that I was nor forewarned about at all. I was shocked. When I stopped them and wanted an explanation they got even more rude and stated "do you want us to do this or not?" When they left, I noticed they had stolen/taken the s**** bolt that holds the filter furnace door in place and replaced it with a regular s**** that did not fit. I called them numerous times about that and they brought some replacements that were extremely large with no way of fitting the system. The dust storm began almost immediately after they left. So much dust was blowing in the house through the duct work, we had to buy portable air filters. We also have had to replace the **** filter that costs around $35.00 each, every week since they left. We believe they pumped dust into our home. The dust problem in our home since they were here is uncontrollable to the point we have had to hire another company to come and are scheduled to be here on 12 February ****. We are also having to hire a maid service to come in and clean the walls and ceilings because of the enormous amount of dust. For your information, the entire cavity of the house was freshly painted December 2020 after we purchased the house, and again, prior to Sai Air Duct company coming to our home, we did not have a dust issue. They did not open the furnace to clean it either.

  

  Business response

  02/12/2024

  Thank you for contacting us regarding the air duct cleaning service performed by Sai Air Duct at your residence in July 2023. We appreciate your feedback and the opportunity to address your concerns.
  To begin, we apologize for any confusion regarding the equipment used during the cleaning process. ************** referred to the rubber tube as a "spider whip," a standard term in the industry for a specific type of tool utilized in duct cleaning. We regret any misunderstanding this may have caused.
  Regarding the necessity of creating access points on the main trunk line, we emphasize this requirement during appointment scheduling. Our technicians evaluate each situation individually to ensure a thorough cleaning of the entire system.
  Regarding the s**** bolt for your furnace filter door, we want to clarify that our technicians did not intentionally remove or replace it with an inappropriate s**** However, we understand your frustration and promptly ordered the correct replacement s**** for you. Despite our efforts to install it during our follow-up visit, we unfortunately could not gain access to your home as you refused entry.
  We offered to have ************** redo the air duct cleaning service, but regrettably, you declined the offer. Our cleaning service includes a comprehensive cleaning of the furnace and blower compartment for each air duct. As a gesture of goodwill, we refunded the entire $350 amount for the air duct cleaning service provided in July 2023. Additionally, our certified technicians presented you with before and after pictures of specific vents.

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