Mr Duct Air Duct Cleaning

I had service provided by Mr. Duct on Saturday November 21, 2009. Nothing was wrong with my furnace before I allowed them into my house. When they left the property I left right behind them. That night when I arrived back home my furnace would not turn on. My family has had to endure a cold house for Saturday night, all day Sunday and all day Monday. When I finally got into contact with someone from Mr. Duct on Monday, they promised to come out to see about there work. Now they have recanted and won't send anyone. I have had to hire a private company to come see why my furnace no longer works after Mr. Duct's so called service. I am highly upset to say the least. When I asked Mr. Duct's manager Mark Johnson for there corporate information to draft a letter he didn't want to provide it. Never, ever do business with this company! They worked on my furnace and now won't even come back to see about their lousy work which has now disabled my furnace. It is the dead of winter in Chicago and we have no heat in my house.

Comments (1)

Mr. Duct Air Duct Cleaning - 11/25/09
As a company who is dedicated to 100% customer satisfaction, we felt compelled to respond to this customer's complaint. The review that was left is intentionally misleading: the Rules had us out for an air duct cleaning service. We are not a HVAC repair company. When Mrs. Rule first contacted us, we were led to believe that the problem was an issue of poor air duct cleaning service, which was why we set up a free visitation to fix the issue. When we were informed that it was an issue of furnace repair, we hired a local HVAC expert, Four Seasons HVAC, for Mrs. Rule and also paid for the service. It was not an issue of ignoring a customer complaint and dishonoring an appointment time: we wanted to make sure that if the customer was having furnace problems, the problem would be taken care of immediately by knowledgeable experts. Though the failure of furnace functionality was not the result of our air duct cleaning, we also refunded the full amount for her air duct cleaning in our effort to make our customer happy. We tried to communicate with the customer on several occasions in order to reach a solution, but we were unable to do so effectively due to her combative nature. We really are dedicated toward making our customers happy, which is why we include a customer satisfaction survey at the end of every service. Mrs. Rule clearly indicated her happiness with the service and signed the survey personally at the end of hers. We bear no hard feelings toward Mrs. Rule as going without heat in 55-65 degree weather can be quite frustrating, but we do not feel our company was adequately represented in this review.

The company was among the most reasonably priced for a full duct cleaning. They also cleaned the furnace and A/C coil at no extra charge. The technicians were on-time, polite, clean, thorough and knowledgeable. After the appointment I had a question about the furnace itself, and dispatch reached out to the technician that called me back to answer questions within 5 minutes. I really couldn't think of a complaint if I had to. Excellent.

Mr. Duct is a great company! I would recommend them to all my friends and family. Very customer friendly. I also loved that I was shown the before and after of my air ducts. Seriously what a difference. Thank you Mr. Duct.