ComplaintsforAir Quality Express, LLC

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Following us having new HVAC equipment installed, we hired Air Quality Express on approximately November 5, 2023 to perform duct cleaning service. There were white flakes coming from 2 ducts that we pointed out. David(sales) claimed it was mold and sold us on their advertised manual cleaning of ducts then treatment of mold then provide a 1 year warranty for mold. No mold testing was done. They quoted the job at 9am, and via text, claimed to finished at 11am for $1900. I inspected the work with a wiping cloth and the ducts were filthy at 11am. I sent a picture to (David). Sam the general manager admitted that they did not clean all ducts as advertised due to equipment does not have the capability. Sam said he'd do a better job and resolve the issue they came out for. Days following the service, the problem continued. I spoke to David and he said he wasn't a doctor so he can't be expected to know what the white flakes are or how to resolve this. Sam says he took pictures of about 5% of the system and that represents the quality job that they performed throughout. He blamed the issue on the duct system. I have since had HVAC companies inspect the new equipment and replace all ducts and parts affected. There are no deteriorating ducts or equipment. The flakes were never completely removed so the problem got worse. There was white powder in the vent above my office chair. I have this documented. I've had a cough for 2 months. On the day of service this company tried to trick us into thinking the service was performed and after we asked for warranty, they are using their before and after photos of 5% of the system to trick us into thinking they did a thorough service. I have duct parts removed with evidence. I'm requesting a full refund.

  Business response

  03/13/2024

  Mr. *****,
  
  The last time we spoke, we both agreed that we were going to see what the HVAC company said with respect to the white flakes coming out of one of the vents. Both of us had a hypothesis that it could have been flakes from the grating. We did not hear from you in the time since. When we cleaned the system, there was indeed mold inside the unit. There was also dirt, dust, debris, and the white flakes as you noted. Our first cleaning was from the plenum side + cleaning out the register covers and vents from the vent side. Since you were not satisfied with the first cleaning, we happily came back and performed additional service at no charge, this time cleaning back towards the unit from the vent side. I can assure you that with our chemical treatments and multiple cleanings, no mold remained in your system.
  
  With respect to the white flakes, I cannot speak to the root cause of that issue. I know a few different HVAC companies had attempted to resolve the white flake issue but were unable to properly identify the issue.
  
  To accommodate your inconvenience, I would propose a 20% refund to try to put this issue behind us. I hope that is satisfactory for your concerns.

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Air Quality Express is referring to their breach of contract and breach of warranty as an inconvenience.  I requested service and David told me he's not a doctor.  When they were selling the job, they knew what mold was but when you ask for warranty, they're not a doctor and don't have the expertise anymore to help.  Sam said they did a great job and go find out what the issue is with my HVAC contractor because it's got to be the system.  He says, they've got pics of the quality work.  They were paid to resolve what they claim to be mold and failed to perform as contracted.  They've been paid $1900, produced no tangible results and want to keep $1,520 for doing nothing.  Not acceptable.  I've got documentation of communication, and evidence of their failure to perform and evidence of their trickery.   They can tell it to the judge. 
  
  Regards,

   

  Hirem *****
  
   

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Air Quality Express BBB 03/20/22 Air Quality Express (AQE) was selected in October 2021 to complete a Mold Remediation Protocol on my HVAC system/ ducts. Representative Judah came out to assess the Mold Remediation Protocol and to visually assess the area. After AQE assessed the area, AQE agreed to complete the following work: 1. air duct replacement 2. new plenum box installation (which is already showing signs of the mastic cracking) 3. HVAC cleaning 4. removal and installation of new return air 5. drain line pipe (which has already started to back up) 6. mold remediation of the air scrubber The work commenced on October 29, 2021 and included a $400.00 discount for booking in October. I made the following payments to AQS: • $524.00 deposit – paid on October 25, 2021 • $3633.31 (invoice #4232) – paid on November 4, 2021 When AQS informed me that the work was complete, I went into the attic to survey the work only to find that the Reme Halo was missing. Judah informed me that the Reme Halo was not working, and his team removed it and discarded it. This is unsatisfactory because upon Judah’s initial visit, I expressed the importance of this device running continuously. It was working at the time on his initial inspection. If it wasn’t working at the initial or subsequent visit, he would have told me. After Judah informed me of his team’s actions, I had a certified dealer install a new Reme Halo the next day. I offered him the opportunity to cover the cost of replacing this item at cost. He refused this offer. I paid for services minus the cost of the replacement device and installation. AQE has been sending invoices and threatening collections for the outstanding balance, which is the exact cost of the replacement and installation of the new Reme Halo. I would like to resolve this matter quickly and fairly by having AQE stop any collections actions and accept the amount we have paid to date as full payment for services.

  Business response

  04/01/2022

  The day of the inspection 10/12/21 The Reme Halo light was off already (see picture attached) and we also recommended installing a new one since it was not working. The Reme Halo light is connected to the plenum box so it makes sense that the Reme Halo light will be disconnected since we change the plenum box. The Reme Halo wasn't discarded but kept in our warehouse and we offered many times M.****** to install back his light (see text messages attached).  There is no reason for air quality express to offer any extra discount since the job was done and completed 100%. Again, we offer many times M.****** to reinstall his Reme Halo but he keeps asking for a discount only. 

  Customer response

  04/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  I reject the response from AQS provided to BBB. I expressed to Judah at the time of his initial visit how important the Reme Halo was to the air quality of my household. Based on the AQE response, I would request they provide any communication (text/email with time and date stamp) showing that they informed me of the broken Reme Halo prior to their work beginning. Initially the service that AQE was contracted to do was detailed in a Mold Remediation Protocol (see attached). When Judah saw an opportunity to upsell work beyond the requested mold remediation, he solicited additional work unrelated to the mold remediation protocols and documented his suggested additional work in an estimate (see attached). Based on the solicitation of additional work unrelated to the mold remediation, if the Reme Halo wasn’t working and Judah knew it in the initial visit, I would have expected him to include the repair of the Reme Halo or the replacement of the Reme Halo in his estimate for additional work not in scope for the mold remediation. However, as you can see from the attached estimate, he did not include the repair/ replacement of the Reme Halo even though it was a part of our HVAC system, which he was contracted to provide services for. 

  
  Regards,
  
  
   
  

  Business response

  04/28/2022

  Please see attached the conversation between you and Judah. We offer you many times to re install your Reme Halo.

  AGAIN

  The Reme Halo wasn't discarded but kept in our warehouse and we offered many times M.****** to install back his light (see text messages attached).  There is no reason for air quality express to offer any extra discount since the job was done and completed 100%. Again, we offer many times M.****** to reinstall his Reme Halo but he keeps asking for a discount only. 

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The AQE response is not sufficient. AQE hasn't provided the evidence that claims he has (Text Message) concerning the Reme Halo. If the Reme Halo didn't work he didn't let me know prior to or during the work AQE was contracted to complete. AQE has not provided any evidence, despite multiple requests, related to informing me that the Reme Halo was broken prior to them commencing work. This matter could be quickly resolved and payment made if AQE would produce an email or text message demonstrating that prior to the start of their work, the Reme Halo was not functioning. However, to date AQE has only offered conjecture.
  
  Again, I am not looking for a discount I'm looking for AQE to admit their error and discontinue pursuing collection actions. I have no idea of this 100% completed that AQE is talking about. It has been less than a year and not only are things undone, but the mastic is literally detaching. See ATTACHED images.
  
  I will need another format to send the images. This message is not proceeding with them.
  
  
  
  
   
  

  Business response

  05/06/2022

  We don't know why the attachment failed before, this time please find attachment with PDF.
  The day of the inspection 10/12/21 The Reme Halo light was off already (see PDF attached) and we also recommended installing a new one since it was not working.
  The Reme Halo light is connected to the plenum box so it makes sense that the Reme Halo light will be disconnected since we change the plenum box.
  The Reme Halo wasn't discarded but kept in our warehouse and we offered many times M.****** to install back his light (see text messages attached). 
  
  In the mold protocol that M.****** gave us UV light installation is not mentioned.
  
  The invoice that M.****** failed to paid in full never mentioned anything regarding UV light installation. All Items in the invoice were completed so we are waiting for a completed payment as well.

  Customer response

  05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
  Nothing in the AQE response or attached images demonstrates that AQE informed me on the day of inspection or on the day the work started that the Reme Halo was not functioning. Furthermore, the image of a Reme Halo provided by AQE does not have a time stamp, nor is it in an email attachment or text message to me at inspection or at start of work to show that the Reme Halo is not functioning.  Because the image AQE has provided has no time stamp on it, it cannot be authenticated. There is no way to tell that the image AQE has provided is the Reme Halo in my attic or that it was not functioning at the time the work started or at inspection. 
  

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