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Businiess name:
Capital Heating & Cooling
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Review by:
citysearch c.
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Review content:
I will post another review when they come back to my home a second time to correct the issues I brought to their attention.
I chose Capital on recommendations from friends who used their service for duct cleaning. I called to make an appointment and thought the price was fair. The person who answered the phone was very knowledgeable about the process they used and referenced all their certifications. For most these certifications really would not mean much but being in the construction industry for 28 years was something I was looking for. The technician arrived on time offered his identification and his truck was clean and well kept. I not was to able to stay home during the cleaning and the technician called me as planned when complete. He was very courteous and payment via credit card on their tablet was seamless. I was not offered a hard copy receipt and I did not receive one via email as promised. I did not have time to check the technicians work before he left but talked to him for about 8 minutes or so. During our conversation he stated he usually is not the one to do this service and he was filling in. The regular duct cleaning technician was not available so they sent him. This comment and the way it was delivered did not give me much confidence that the work was going to be satisfactory. When I arrived back home later that evening I was not surprised to find a substandard job. I have used duct cleaning services in business for 15 years so I know what the end result should look like. I have personally inspected over one hundred cleanings because of the industry I was in. So I think my review is very credible with that much experience. The technician showed me before and after photos but only from my horizontal return ducts. My ducts were not cleaned since my house was built "1989" and it was obvious. I literally had to change my filter every other week it was that bad. The before and after photos he showed me were extreme and in my horizontal return ducts he did a good job. I did not get the same results in my horizontal supply ducts. I used my iphone to stick down in my ducts for photos and they looked like they were never touched. In my photos there was debris as far back as I could see. It was obvious they were either never cleaned or not cleaned very well. I did only check two but the two I checked were both the same. The reason I did go around and check is because several of my return air covers had the same dust and debris still on them and because of the conversation with the technician. . Now it may not be Capitals practice to vacuum supply & return covers and ducts you can see but perception is reality. If it looks dirty it probably is which prompted ever further inspection. My second floor return air ducts looked like they were never touched. I do not know their process for reaching the second floor but it was obvious their whip never reached the top. When I went downstairs to inspect my ducts (they have to drill holes and cut into your duct work to do the cleaning) I was less than pleased. Typically they drill smooth holes for access and use caps to close the hole in my case they did neither. It looked like he drilled a small hole then used a tin snips to enlarge the hole. The technician left jagged edges on all holes if you would run your hand over them you would get cut for sure. After that he put the silver tape used for HVAC over the holes. The tape was well over sized and looked sloppy on the ducts. Even if you did not have the knowledge I had you would know this is not right.
My call to inform Capital of my findings:
When I called the woman I talked to was very apologetic (sorry I did not get your name) and assured me those results were not typical. She made NO excuses for the substandard resutls I received and assured me everything would be taken care of. She told me she had to talk to the service manager and I would receive a call back the following day. I did receive that call back and again she was very apologetic and set up an appointment for them to come back. She told me everything will be taken care of to my satisfaction. My appointment is next week Friday November 27th in the AM.
Being in this type of business for many years I understand her position completely. What I liked is she offered no excuses for sub par work but rather results on how it was going to be resolved. She did everything she promised in the time frame she said it was going to be done. Again I do not know your name but your did a wonderful job taking care of a customer who was not pleased with the results of your work. Not enough can be said for honest no nonsense explanations and doing what you said you would do. I want to thank you for that because that is not an easy position to be in.
I will follow up this review with another after they finish at my home on Friday, Hopefully the results will be better the second time. Everyone knows its easier and cheaper to do it right the first time. Mistakes happen I have been there and remember its not how you start but rather how you finish that brings them back..........
RESPONSE FROM Capital Heating & Cooling:
Hi Earl,
Rest assured we take this very seriously and the substandard performance has been addressed internally. Ashley was your client service rep and has been commended for her excellent customer service.
We're looking forward to serving you on Friday!
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