Company Response
2/3/2022
We are very familiar with this customer and feel the customer is not being completely honest. There are several inconsistencies we have noticed in her complaint, they are listed below, along with a timeline of events. Air Quality Systems went above and beyond to satisfy this customer to no avail. Customer satisfaction is our only goal, always, but we could only do so much. We offered her $200.00 off the original service, so she could find a professional painter of her liking. With her consent, we are happy to share voice recordings of all our conversations with the customer, and after 3 visits, parting ways was our only logical solution to this problem, and the invoice for the air duct cleaning service we completed remains unpaid.
Inconsistencies:
- Original claim was that we damaged her door and the frame. Her complaint states that we did damage to the bedroom, bathroom, and laundry room. She only ever pointed out that the one door had been damaged, and that is what we fixed. Only on our final trip to re-install the newly painted door, did she mention damages to other areas.
- We sent a "vent guy." The technician we sent out to remedy the issues is not just a "vent guy." He has his own handyman business, and his customers pay him to do work year-round. He is a skilled painter and has done painting work for us on different occasions over the years in addition to be hired by other local businesses to complete painting work.
-She stated that we offered her $175. We offered her $200 off the original service. Based on our own market research, the average price to have a door painted is between $75.00-$150.00.
-We spent 6 hours "slapping paint in over the wood gashes." While our technician did spend extra time on the job to make sure the job was done right, I know that we had purchased an all-in-one paint and primer to fix the damaged door. No primer needed.
AQS Timeline:
1/4/2022, 2 system air duct cleaning and dryer vent cleaning. Tech called onsite to let the office know that it was only one multi-system unit. We adjusted the price accordingly, ultimately lowering the price of our service. So even after we could have charged her a higher price (that she agreed to on the phone), we reduced the cost of our service given the situation we found on site.
1/17/2022, Our technician returned to fill the gashes and paint the door. He was there for 6 hours and she was unsatisfied with the result. We offered to bring the door back to our warehouse to completely repaint the door. Bought new paint and repainted the door at our warehouse.
1/21/2022, Our technician returned with the newly painted door and re-installed it. Customer called the office and her situation was further escalated.
Total time on the job and travel time. Over 25 hours spent on site cleaning her ducts and repairing her door, including 2-hour travel time each time we had to go from the office to her home. This does not include the time spent repainting the door at our warehouse.
We have conversations with our lead technicians regarding potential property damage and how we can be better as a company to avoid situations like this. Our people are human, and mistakes happen in any service industry. We only try to be responsive and do what is right, as we did with this customer. At the end of the day, we did the best Air Quality Systems could do to make the complainant a happy customer. Please see our current reviews on Google as proof of our continued efforts to do quality work. We have been in business more than 30 years.
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