Timothy Lau
2/5
2nd Update: After this review, and reaching out to Aire Serv of Madison via phone to submit a complaint, they got back to me the following week. During a lengthy conversation, the manager was very apologetic, and offered to have a more experienced technician come back to my house to essentially finish the job. Furthermore, at my request, she agreed to honor the service guarantee and waive the bill. I am currently looking for a day that will work for them to come back and finish the job, and, I have to say, I'm a bit impressed by the managers resolution efforts. I also specifically asked her not to be too hard on the initial technician who came to do the job; it is not like he was rude nor indifferent. To the contrary, he was actually quite polite and friendly, and I rather think he is simply in need of a bit more training. Furthermore, I discussed the tardiness of the technician and the lack of communication from them prior to the job, and the manager also firmly apologized for such, and pledged to do better in the future on those points. While I was not pleased on the day of the vent-cleaning service, and for a time thereafter, I am more pleased with the resolution efforts. I do feel it a shame that resolution did have to be made in the first place, but, again, they have guaranteed their work to me and waived the bill.
Update: Despite Aire Serv saying below that they would call me this week, they have not. There have been no resolution attempts by them other than their message below, and they have not followed through on it. I even tried to call them, only to be told that they guarantee their work, and that someone would have to call me back. No one has.
I am not able to recommend. I simply cannot. While Aire Serv of Madison did come and clean my vents - some of them - the technique leaves a lot to be desired. A lot!
The technician was friendly enough, and we had some good conversations, but I cannot overlook how he arrived 45 minutes late, without communication from him or his office that he would be late, and then seemed to rush the job at the end due to having another commitment after servicing my house. That's just not professional.
I have had a vent cleaning before, and had an idea of what to expect. But that's not what happened. As a matter of fact, nothing was communicated from Aire Serv ahead of time about what to expect or how to prepare. The only pre-arrival communication was to tell me, via email, who my tech would be. How about how to prepare my home? Nothing.
Next, the way in which Aire Serv does the vent cleaning: Lug in heavy, scuffed-up equipment that the tech could not avoid banging against my walls; cut a massive hole in my duct work to hook up a massive machine (that I had to move around my stuff to make room in the basement for) so it could create airflow; in the process of cutting said hole, created thousands-upon-thousands of tiny, splinter-sized metal fragments that the technician had no cleaning tools to clean up, so he borrowed mine, and then he was unable to clean up all the metal splinters that he made and that went everywhere, so it necessitated me to spend about an hour, after he left, vacuuming them up MYSELF; then, he claimed some vents wouldn't need cleaning, so he didn't even attempt them, I find out, AFTER he packed up all his equipment; and then, when he wants payment and signatures, I tell him I want to inspect his work, and that's when he tells me he couldn't do even more vents because of how the registers are installed and how the duct work curves. I mean, really?!?
So, essentially, I got a SOMEWHAT cleaning of my vents, a huge mess in my basement I had to clean up, from a tech who was 45 minutes late, all while Aire Serv wouldn't communicate, and now they still expect me to pay $688 for this? I can't believe they expect anything from me after everything, especially after the metal splinters I had to pull out of my feet! STAY AWAY FROM THIS COMPANY!
