ComplaintsforExtreme Clean Dryer Vent Cleaning

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extreme Clean Dryer Vent Cleaning came to my house 5 times because my dryer showed d80 error code. They cleaned the dryer vent but never went to the rooftop vent to check it. They blamed my dryer and told me my dryer might need something fixed. I called a dryer technician to look at it. Nothing was wrong. I finally hired a different dryer vent cleaning company. They went on my roof to check the vent. It was over 80% clogged. It was a fire Hazard. My townhome could have caught fire along with the other 3 units connected to me. Extreme Clean charged me to clean my dryer duct and they were supposed to go up on the roof and inspect/Clean the lint from the duct. They never fully did the job yet I was charged full price. They put my families lives as well as our home and our neighbor's in jeopardy due to their negligence. I would like a refund since I was forced to hire another company and pay them to do the job correctly. Extreme Clean should be put out of business for endangering customer's lives and homes with their half ass service. I would like them to refund my money as well as repay me the amount of money I paid another company to perform the job correctly. They also lied to me telling me my vent duct behind my dryer was not fire proof. So they upcharged me to put a new vent duct behind my dryer. Telling me that mine would start a fire. I would like a refund for that amount as well since that was a scare tactic to get more money out of me.

  Business response

  01/06/2022

  Response To Complaint on 12/24/2021
  ID Number: ********
  This response is in three parts:
  1. A detailed summary of events
  2. A summary of our response to key points of the complaint.
  3. Summary
  
  Summary of Events
  We were contacted via text on February 16th, 2021 for service and an appointment was scheduled for
  Wednesday, February 17th . A cleaning was performed and invoice and inspection provided including
  pictures. (Please see attached). We noted that there was “Buildup in hood causing obstruction, cleaned
  and cleared out”.
  A follow up text was sent on March 8th to check in and make sure everything was working correctly. We
  received the response “**** did an excellent job. Very pleased with his work. No questions at this time.
  Thanks.”
  We were contacted on April 11th advising “My dryer is showing d80 Error code again. Not sure what is
  going on because you just came out to clean the dryer vent in February. Could you let me know if it’s still
  under warranty. It’s only been about a month since you cleaned it.”
  We responded on April 12th confirming she was under warranty and a service call was scheduled on April
  14th. During this warranty call our technician (the same technician who performed the cleaning on
  February 17th) inspected the dryer vent and measured the airflow at the termination point of 20mph.
  The dryer had a “check lint screen” indicator showing. The customer advised that she had placed 2 dog
  beds in the dryer which probably made the sensor go off. There was no charge for this service call.
  We were contacted again on May 17th and advised that it looked like her transition tube was not secure
  at the wall and it was allowing a lot of lint in the laundry room. She also advised that you had not moved
  the dryer.
  We arrived on May 20th and determined that the tube was not disconnected and lint behind the dryer
  was minimal. We retaped all connections and confirmed no air leaks behind the dryer. There was no
  charge for this service call.
  We were contacted again in November (6 months after our May 17th warranty visit and 9 months after
  our initial cleaning) and advised that your dryer was showing a D80 error code. Our technician arrived
  for this call on November 17th and checked the connection point, the system including the termination
  point and measured the airflow from the attic. Our warranty is 6 months in duration. We were outside
  of the warranty period however there was no charge for this call.
  Extreme Clean Dryer Vent Cleaning
  ***** ******* - Owner
  From:
  
  To:
  1/6/22
  
  We were contacted again on December 23rd advising “I live at ***** ****** ****** ****** **** ****** *****.Your company put a duct from the back of my dryer to the wall. It has several 90 degree turns
  causing my dryer to take over an hour to dry loads. My d80 error code also comes on with every load.
  I had the dryer repairman tell me it's not the dryer. It's the long duct at the back making the d80 come
  on. I need you to have a technician make this shorter.” A picture of the duct on the back of the dryer was
  provided which showed a typical and standard installation for this type of duct and consistent with the
  recommended installation of this dryer vent transition tube, contrary to what was supposedly advised
  by an appliance technician. This is an industry standard tube and configuration.
  We advised the customer that we would be happy to return, however there would be a charge for this
  visit. The customer declined and requested a refund. We provided a full refund for the original charge
  from the February 17th cleaning of $149 and an additional $69 for the charge this customer incurred
  from another service company she hired to clean her dryer vent in December. This customer advised on
  multiple occasions that we “lied to me telling me my vent duct behind the dryer was not fire proof” and
  up charged her. We have no record of ever charging this customer for a duct behind her dryer, asked he
  to provide documentation that she was charged (so we could refund this amount as well) but never
  received a response.
  Summary of our response to key points of the complaint:
  Key Point #1
  “Extreme Clean Dryer Vent Cleaning came to my house 5 times because my dryer showed d80 error code.
  They cleaned the dryer vent but never went to the rooftop to check it. They blamed my dryer and told me
  my dryer might need something fixed.”
  Response
  This is incorrect. We made 4 visits to this customer’s home, 1 initial cleaning, 1 due to lint behind dryer
  and 2 due to d80 error code. Outlined below and detailed above:
  ? February 17th – Initial Cleaning
  ? April 12th – Warranty call due to d80 error code. Upon arrival technician noted a check lint
  screen indicator showing and the customer advised she had placed 2 dog beds in the dryer
  which probably made the sensor go off.
  ? May 20th – Warranty call due to loose dryer duct and lint in laundry room.
  ? November 17th – Requested service due to d80 error code. This was outside our warranty period
  but there was no charge for this visit.
  Key Point #2
  “Extreme Clean charged me to clean my dryer duct and they were supposed to go up on the roof and
  inspect/clean the lint from the duct”
  Response
  This is incorrect. Customers with roof top vents are advised that we will either ladder the roof or go
  through the attic to perform a portion of the cleaning. The preferred method is to go through the attic
  for the following reasons:
  ? This allows us to visually inspect the portion of the system in the attic
  
  ? This allows us to take pictures of the dryer duct system from the connection point at the roof
  down towards the laundry room.
  o The dryer duct is disconnected at the connection point in the attic at the roof allowing
  an unobstructed view of the top portion of the system as well as easy access to the
  hood for cleaning from the inside.
  
  ? It should be noted that this process takes considerably longer than simply jumping on the roof,
  however it is and will continue to be our primary method of cleaning and inspection of roof top
  vents for the reasons noted above.
  Key Point #3
  “They never fully did the job, yet I was charged full price”
  Response
  This is incorrect. We provided a full service cleaning and inspection on February 17th (see attached) and
  multiple follow up calls at no charge.
  Key Point #4
  “They also lied to me telling me my vent duct behind my dryer was not fire proof. So they up charged me
  to put a new vent duct behind my dryer.“
  Response
  This is incorrect, this customer was not charged for a dryer duct installation according to our records.
  We asked for proof of this charge but no response was given. We would have gladly provided a refund if
  this charge actually occurred.
  Our service includes an inspection which includes the transition tube behind the dryer. If a foil tube is
  present, it is noted and the customer advised that it is a fire hazard per the standard warning label
  present on all new dryers. (Please see below and note the “Warning” regarding the use of plastic or thin
  foil duct)
  
  Summary
  After our initial visit, we made multiple follow up visits at no charge to this customer. This included a
  service call that was clearly outside of the warranty period, however there was no charge.
  We have provided a full refund of the $149 cleaning fee as well as $69 for the charge this customer
  incurred from another service company.
  We have asked for proof of a charge for a dryer duct tube but no response has been given, our records
  show no charge for this and if one had occurred it would have been refunded as well.
  
  INVOICE
  
  Extreme Clean
  Dryer Vent Cleaning
  ***** * ******* ****** ****** ***** ** ***** ****** ************ ********************
  
  Your Service Today Included

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