Red River Furnace & Duct Cleaning

We had never done work for this client before, so we set them up for our Standard Duct Cleaning Package. Our Standard Duct Cleaning Package includes the cleaning of the two main ducts and up to 15 vents. When we arrive to a home where we have never done their duct cleaning before, we do a walk through to let them know if their ventilation system is within the Standard Package, or if it is larger. In this case, the female home owner was home and present for the walk through. Their system had 3 main ducts in total. Additional main ducts are $50.00 each. She approved to have the 3rd main duct cleaned. When our Technicians are on site, they also discuss other premium services and products we have available for purchase. At this time our Technician discussed having their 2 sealed joists cleaned, having the blower fan in the furnace cleaned and having an anti-microbial disinfectant applied to the interior of the system once the cleaning was completed. The female home owner again agreed to have the additional optional work completed and signed off to that effect on the invoice. All prices paid were Standard Prices at our company, except we gave an additional $50.00 discount off of the Sealed Joist Cleaning and gave a 10% Senior’s Discount. The husband contacted our office once the work was completed to question what he had paid for. I discussed all the additional work that was added on to the Standard Package that was approved by his wife, but he was very upset that his wife approved the work and didn’t believe the work was done properly. He asked for a reduction in the price, but our policy is that if a client has a concern with the work, we will come out to re-inspect and make sure that everything was done properly and to answer any questions or concerns. I set him up with a free re-service to inspect the work and made sure to schedule it when he could be home so that our Technicians could address any of his concerns directly with him. During the re-service, it was discovered that there were plugs missing for where we put the whipper lines into the system. We put the plugs in, inspected the system, and the husband again asked for a reduction in price. Our Technician told him that there is not a money back guarantee, if there are concerns with workmanship, we will re-clean any portion of the work we did again for free. The husband then contacted our office again asking for a reduction in price. We again explained to him that there is no reduction in price given as all the work was approved by his wife. This client then began to be very hostile, saying that he hoped our staff would get shot or have a heart attack, and that he would do everything he could to make ensure he got his money back. This client was very upset that his wife approved to have the work completed and paid our technicians. He also stated that he tried to get visa to cancel the payment and that they refused to do so. He has called our office several times since then, harassing every staff member that answered the phone. We are truly sorry that this client is not happy as we want to make sure that all our clients are, however we have followed all of our procedures and protocols and done everything we can to make this client happy. His concern strictly comes down to price, and the fact that his wife approved to have the work done. We are willing to give this client a $99.95 credit on his account to be applied to any future work with us in hopes to repair the business relationship.