ComplaintsforDryerVentz

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted ***** abt clogged dryer vent. He advised 90% of jobs < $200.His rep arrived for appt in an unmarked truck, without any id, and advised that the existing dryer vent cap must be replaced as did not meet Code. We requested that orig cap be replaced after vent cleaning & that he double check with *****.He called someone & confirmed it did not meet Code. Charged $595.00 We emailed ***** & requested IRC **** reference, ****************** info. No response. Contacted roofing co, there is NO CODE for dryer vent caps. Local stores still sell identical caps as dryer vents. Emailed again, no response.Reached after leaving 1 voice mail that was not returned on 2nd call today, Tuesday.***** denied receiving any emails.We requested refund of some $ due to false representation by his rep.Their website claims dryer vent caps are replaced when not to ****, and that roofers are notorious liars. There is no IRC or Garland **** for dryer vent caps, only methods of venting.***** claims they would not have done job if cap not replaced. We reply if he had not lied, we would not have done job with them.They are misleading if not outright liars. The part he provided can be purchased for less than $50, his rep was here for less than 1.5 hours.We still have no warranty information about parts or labor.I asked for partial refund and he became belligerent, telling me to post all the bad reviews I wanted to, that he would respond with the truth. As long as he maintains there is an IRC or City **** about dryer roof vent caps, he is not telling the truth.Thank you.

  Business response

  05/24/2024

  Hello,

  I'm going to respond to this customer complaint and offer a $100 refund (the total price was $595).  I wanted to let you know privately that my belief is that this is merely a financial issue.  This lady mentioned no less than 5 times their financial situation, which we sympathize with.  We just do a free inspection and let our customers know what needs to be done to fix their problem.  There is no pressure, service fees, etc.  She wanted us to do the job on the spot.  No 2nd opinion, time to think about it just "yes, do it".

  Unfortunately with this customer, not only is her complaint filled with blatant lies, but something seemed "off" in dealing with her.  We deal with quite literally thousands of customers per year and my feeling as this whole thing transpired was that she was simply wanting something for nothing all along.  Hopefully, this offer will help resolve her issue! 

  Thank you.

  *****

  Business response

  05/24/2024

  Although we empathize when customers express that they have financial hardship, which this customer did several times on our brief conversations, we stand by the service we provided.  Professional roofers are not cheap.  My employee who fixed the roof cap problem is a professional roofer.  From both a moral and liability standpoint, we would never remove an incorrect part (in this case, a roof cap), clean the dryer vent, and then re-install the incorrect part.  In order solve the issue for the customer, the roof cap must be replaced.  

  We do not pressure customers to have this repair done.  Our inspections are free.  We just leave if the customer would like to have time to consider (no trip fees, service charges, etc).  I encourage this customer to get a 2nd opinion in the future.  Perhaps take a little time to consider the situation, research, etc. prior to having a professional perform a service.  

  Be that as it may, we will offer a $100 refund to this customer for their concerns.

  Thank you.

  *****

  Customer response

  06/03/2024

  I have reviewed the business response and WILL accept this resolution upon receipt of the refund, in spite of the fact that they claimed the existing cap did not "meet code." 

  Business response

  06/24/2024

  We never saw any response to our offer.  We did not know if it was accepted or not, as we only received a message from the BBB that the matter was closed.

  We are putting the check in the mail today!
  

  Thank you.

  *****

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company name :- Dry vent cleaning dallas tx llc ************************** Attached business card. DRYER VENTZ CLEANERS SERVICE MOBILE:- ************ Incident date :- 4th june 2022. (saturday early morning) Dryer vent cleaning appointment scheduled :- 1st June at 9 AM. Sir, We schedule appointment with this company to clean our dryer vent on 1st June at 9 AM CDT. He arrived in the morning at 9 am and cleaned dryer vent. During this process, he accidentally removed the drainage connection pipe which is connected from water softener system in garage to the drainage regular pipe located exactly back to dryer).. Our water softener system ran as usual on 4th June 2022 (Saturday early morning at 2 AM Approximately).. As his water pipe is disconnected, it flooded everywhere. (we were in deep sleep during this time). Unfortunately , he refused to accept the liability , and refunded only 200$ that he charged for dryer vent cleaning. We have been using a water softener system from 7 years, but never had this issue. This all mess up , must be resulted from accidental removal of water connection by dryer vent company. I request you to investigate this issue. Also here by attached chat conversation related to communication I had with dryer vent cleaning company on Saturday (After incident is happened) and his business card. I have been currently working with restoration companies to fix the damage to my home, via my home insurance. I end up paying deductibles, and also there is very high chance that I will pay more home insurance premium for next many years. I want dryer vent company to accept the liability honestly and refund my deductibles and work with my insurance company. we call high professional companies with a hope that, that they will take liability, if any accidents happen from their end. Unfortunately , they made me loose that hope.

  Business response

  01/09/2023

  Business Response /* (1000, 7, 2022/09/15) */ We provided dryer vent cleaning service to this customer on June 1, 2002. The customer called us 3 days later accusing us of removing a water line behind their washer and causing a flood. We did not touch this water line or their washer during our visit. When I informed the customer that we did not disconnect any water lines, he stated "it was delicately connected". As a company, we cannot assume liability for something that we did not touch or work on. Also, many of our customers move their dryers (& washers) after we leave to get them positioned in the exact spot they prefer. It is impossible for us to know who all was in that area after we left. Additionally, the homeowner must assume responsibility for ensuring their systems (especially one that is supposedly "delicately connected") are in place and correct working order if they have had people working in their home in that general area. We did refund their money. Consumer Response /* (3000, 9, 2022/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our water softener system runs once in a week. It ran on 4th June 2022 early morning, while we were in deep sleep. As pipe was disconnected , it flooded every where, including utility room, main hall, and closets. Dryer vent clean up happened on 1st June 2022 We have bee using water softener system from 8 years. If it is delicate connection, it would have been disconnected at-least once during these 8 years. But we never had this problem before. We didn't even enter into utility room, after he finished repair and before flood happened at our home. I'm 100 percent confident that, he accidentally disconnected the pipe, while he was working back to dryer. The pipe was connected very close by dryer. Attached the picture. I paid $4850 deductibles to my insurance company. I may need to pay high premiums for next many years. He refunded just $200. How does it solve the issue? My self and my family have been undergoing tremendous amount of pressure both Psychologically and financially. We hire professional companies to avoid these problem. I request him to pay at least my deductibles to resolve this issue. Business Response /* (4000, 12, 2022/09/29) */ As a company - although we empathize with this customer and what they've gone through - we simply cannot be responsible for an event that happens days after we've left with a system we had nothing to do with. Again, if this system was sensitive (i.e. "delicately connected"), as homeowners we all have to take responsibility for ensuring the systems in our home are in safe working order if others have been in the area of this system. We did not touch this system - even accidentally - but a homeowner not even going into their appliance room for 3 days after someone has been working in the general area of a delicate system is not the responsibility of my company. Further, we have no way of knowing who was in that room after we left and what they may have done relative to moving their appliances. Sometimes accidents do happen in this business, and we take responsibility for them when we know we have caused the accident. That is clearly not the case in this instance. Consumer Response /* (4200, 14, 2022/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If he want to say that, as a home owner , I should take the responsibility to ensure there is no mess up from his end , immediately after he complete the work, this is not some thing I expect from professional companies. I didn't get a chance to enter into utility room, during those few days. He already moved appliance back after clean up. We usually enter into utility room, only if we have to use washer or dryer. In fact, I trusted professional company . My water softener system is not delicate enough to loose connection with our his intervention. As I already said, we have been using this water softner system from 7 years. No complaints related to this connection. Please understand that, I'm also a professional employee . I hate filing false complaints. I filed complaint, As I'm 100% confident that , it is an accident from his end. Unfortunately he denied to admit it. Also I want to bring up few points to your attention. I called him and also texted immediately after I noticed the flood in my home. He asked me 2 questions . 1)Does it screw in ? My answer is no 2)Is it behind your dryer? My answer is yes. Why did he ask those questions, if he don't see a possibility for an accident from his end? Business Response /* (4000, 16, 2022/10/15) */ There was no mess to clean up when I left. However, if I - as a homeowner - know that I have some "delicately connected" system in a general area where someone has been working in my home, I would immediately ensure everything is in working order once they've completed the job. I certainly would not claim I didn't "have a chance" to walk into my appliance room for 3 days. I asked those questions because we had not touched anything other than the dryer and the vent. ie. we had not unscrewed anything. Also, water lines are located behind washing machines. People often re-situate their dryers after we leave. We can't be responsible for the manner in which our customers take care of their homes. Consumer Response /* (4200, 18, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No where I mentioned that he unscrewed it . First of all there is no screw attached to pipe to unscrew it. While working behind dryer, while moving appliances back and forth he accidentally disconnected that pipe. As I already mentioned many times, if it is delicate connection, it would have been removed at least once during last 7 years. Maintenance work related to washer happened even before. But we never had this problem. If we logically connect the dots, I believe there should not be any need for these many arguments, and it's very clear evident that he accidentally disconnected that pipe. Is there any instruction in the contract document that indicates customer should ensure every thing is in working condition immediately after professional guy completed his job? Verification is surely good to do from customer side , but it's not a mandatory rule. I said I didn't get a chance to verify immediately , it doesn't mean I'm not allowed to claim the accident being done by professional company. I called him multiple times, immediately after I observed flood in my home (Saturday morning). I was in shock. He simply arrived on Monday morning. My only request is to please admit the facts and refund my deductibles.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩