On June 29 we had our air ducts cleaned by Vacu Vent. We had contacted Vacu Vent after seeing an ad in a local advertisement paper stating $49.95 for several vents. After the technician examined the vents he advised us there was a lot of mold in the ducts and on the coils. He then advised me to do an inhibiter treatment, as well as clean the coils and purchase an electrostatic filter. We went ahead and purchased the inhibiter package plus the electrostatic filter totaling $500.00. Over that weekend my husband checked the coils and found they weren't cleaned. So after researching the company's business reliability and finding numerous complaints including some from the BBB, I found that the company did not have a good rating. Therefore on Monday July 2, we called Vacu Vent to complain about the inefficient job the tech had done and at that time also cancelled the electrostatic filter which was $220.00. After having researched the filter I found that I could purchase it for less money. I spoke to Pete, the manager of the company’s call center. He said he would not be able to schedule an appointment at that time because of the Fourth of July holiday. He further stated he would check into the refund and would call me Thursday the 5th to schedule an appointment for the technician to return and do the whole job again. Thursday came and went without a phone call from Pete. We called on Friday morning and spoke with Pete who said he would call back later in the day to reschedule the appointment. He didn’t call. This began a pattern of Pete saying one thing and not following through, or we would call the office and Pete would be unavailable. Either my husband or I would call nearly every day. On Tues. 7/10 we called and spoke Catara, one of the other managers who said she would call Pete on his cell and we should call back on Wednesday. On Wednesday 7/11 we spoke to Catara who transferred us back to Pete. He claimed he was waiting for approval of the refund before he called back with an appointment. We told him that we were very disappointed because by not returning our phone calls it appeared that our request to get a tech out here was being ignored; and that by not getting a tech out here sooner was putting our health at risk due to the mold in the vents. Pete then apologized and said that he should have an answer regarding the refund in the morning and will call by 10AM. On 7/12 Pete called the house phone at 10:34AM he left a message setting up the appointment date for Friday 7/13 but did not say anything about the refund. We made two additional calls that day asking for Pete and left messages asking him to call us back, those calls were left unanswered. On Fri. 7/13 a technician came here and we were very pleased because he actually cleaned the coils and applied the inhibiter. We again mentioned the refund for the filter but the technician said to call the company again for details of the refund. Beginning on 7/16 phone calls were made nearly every day to get an answer regarding a refund for the filter. On 7/25 we finally took the matter up with a senior member of the management team named Jennifer. She said she had to review the notes and speak with the man in charge of the refund decision named Calvin. Thursday 7/26 we attempted to call Jennifer and was told she would be out of the office until Monday and additionally was told that Calvin was not available. We were told that a message would be sent to Calvin to call us; no call was received on Thurs. Or Fri. 7/27. At this point it has been nearly a month that we requested a refund of the filter and still have not heard anything except for excuses.
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