After many renovations done inside and outside our home we knew our furnace needed to be cleaned badly. After having our ducts "cleaned" by another company 3 years ago we were wary about companies doing sloppy work, improper cleaning and ripping people off. So we turned to HomeStars website and started looking for Duct Cleaning companies in our area. We very quickly came across The Duct Cleaning Specialists and were blown away by how many positive reviews they have, this was one of our main motivators for hiring them.
We went to their website and checked out the various services they offer, we decided we would hire them to:
- Clean all our ducts and vents
- Clean our furnace blower motor
- Clean our AC coil
- Clean our Central VAC
- Clean our Bathroom Exhaust fans
- Clean our Dryer Vent
Essentially we booked their top tier FULL SERVICE package which was approximately 700 dollars. Booking the service was easy online no issues. Before reading the rest of this review, note I am leaving a 10 star review because of how the rest of this was dealt with!
So the FIRST crew showed up ontime and began to "work", they were fully done, packed up and out of here in 1 hour and 45 minutes. My wife and I were baffled how could they possible do ALL that work in such a short period of time. We paid them the ~700.00 and they were on their way. Shortly thereafter my wife looked into the vents and there was dirt everywhere, our Central Vac dirt was dumped all over the floor and not cleaned, my wife was furious and sent me pictures of the mess everywhere. We were both upset and felt taken advantage of so I contacted the company to report the issues.
A few hours later I get a call back from their office, I explain the situation and the lady on the phone was as stunned as we were ( I genuinely feel she was upset as we were ) - she right away reported the issue to Paul (the owner) who called me right away, he sounded very upset such sloppy work was done and asked if he could personally come over and inspect. We agreed to let him come look, but were fully prepared that he would dodge the issues or try to avert his way out of the problems, instead, and to our AMAZEMENT, the exact OPPOSITE happened! He was disgusted and repulsed by what his staff had done, and started to point out even more issues than we noticed on our own. He was embarrassed and went out to his truck, got our check and handed it back to us saying he would not take a dollar from us. WE COULDN'T BELIEVE IT.
Paul then said to us that he would like to have an opportunity to re-do the job HIMSELF but would fully understand if we told him to get lost. He offered to re-do the entire job himself for FREE just to show that this is not what they stand for, and not how his company operates. We felt really reassured and that we were in good hands and we trusted him enought to give it another shot. He came back today ONTIME and personally and meticulously went thru every vent and duct and preformed the entire service we were expecting from the start. Even used a robot with a camera to see inside our vents.
Paul is a TRUE business man who really cares about customer service and his company reputation, we are really happy we agreed to let him have another go at this. When it came time he was done, we were not comfortable having the entire service for free so we offered him 400.00. He said NO, that it was too much given what just happened and charged his MINIMUM service fee instead! We are so happy with Paul and his company (not because we got the discount) but because he never doubted what we were saying, he never made it our fault and he immediately accepted responsibility and MADE IT RIGHT by us this should be an example to every contractor.
OUTSTANDING Paul - without hesitation we would refer you guys to anyone and will have you back for our next cleaning! Thanks very much for standing by your client and your work!
- Approximate cost of services:
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Thank you for sharing about your experience. Although it wasn't a flawless experience, because no company is perfect, I am glad that you were happy in the way which we rectified the issues. Thank you for putting your trust in us and if we can be of any help or service in the future, please give me a call. ~Paul