Usacomplaints.com » Construction & Repair » Complaint / Review: Pure Air America - Pure Air, PureAir Deceptive, Shady, Dishonest, Unprofessional customer service. #593346

Complaint / Review
Pure Air America
Pure Air, PureAir Deceptive, Shady, Dishonest, Unprofessional customer service

I called the company with a request for a $65 air duct cleaning special from a coupon mailer. With the cleaning came a FREE dryer vent cleaning and inspection. There was thought to be a blockage somewhere in the line by a previous handyman who came out to snake the line last summer for $69. Figuring a company who specializes in vent cleaning would be a great second opinion, I turned to them as a last resort before calling in a contractor. I was told by the sales representative, Amber, that the dryer vent repair was free (for the first 5 feet), but if any other repairs were to be made to the actual line, it would be $65 per additional 5 feet. *However, she explained, any repairs to be done would have to be authorized by myself before the technician actually went through with them so I could be given the opportunity to review the repair/pricing of the job and accept/decline repairs.* She further explained that their business was very coupon-based driven, so their goal is to save consumers as much money as possible. Upon completion of the vent cleaning/inspection (which only found a plaster-sealed vent flap OUTSIDE of the house which was pried open by a screw driver), I was written a bill of $260 for work that took a mere 30-45 minutes. At no point during this process was any of my air ducts cleaned (which was my motivation for calling the company).
When I presented the coupon, the technician, Ben, said the work done was not that of the free cleaning/inspection and what he had done was beyond any free cleaning/inspection even though no physical repair was done to the actual line itself in the wall. A snake was run during this process, but my assumption (like other cleaning methods) was that this was standard. Little did I know that once it went past 5 feet, I was being charged. Once it was determined that the flap was stuck shut, it was obvious that it was the problem all along and running the snake was irrelevant. Hesitant to pay, Ben called his manager who knocked $60 off the bill and that was the best he could do. Ben justified the charged saying a contractor would have charged me much more. The reason I called Pure Air was because of the coupon
When I stood firm with my stance with the coupon and what was explained to me over the phone, Ben called the secretary and I talked to her. Amber understood where I was coming from and said the manager, Mike, was very understanding and customer service oriented and that we would get this straightened out within a couple of days (Mike was on vacation).in good faith, I paid the $200 bill and stupidly signed the invoice so Ben could be on with his day and sent the coupon with my invoice so Mike could see where I was coming from. I was finally able to get a hold of Mike 6 days after the service.instead of working with me, like Amber had confidently stated, he said the charges were justified and the the work saved me hundreds of dollars from not having to call a contractor. I explained that there is absolutely no disputing that the problem has been fixed, but the whole reason I called his company was because of what was advertised and the price of the whole services. He said he had talked to Amber and Ben about what they had told me over the phone and at my home during the service. Ben had told Mike some conflicting stories of what I had told him. Mike explained that Ben said I had 2 different people come to my house and snake the line, which I immediately corrected him and said one person, one other time. Also, he said Amber was very specific about explaining services and charges during our near 10 minute conversation, yet minutes later, he said he should probably train them better as "they are just reading off a sheet of paper when people call." At the time of original call, I was very clear about the coupon I had received by mail, yet Mike explained to me that Amber said more emphasis was put on my dryer vent cleaning than for the air ducts which should have never been the case. This company operates on deceptive business practices and false advertising.


Offender: Pure Air America

Country: USA   State: California   City: Emeryville
Address: PO Box 99756
Phone: 8887203910

Category: Construction & Repair

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