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Main location9612 47th Ave SW Lakewood Washington 98499 US(866) 889-3149
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Amenities
Accessibility
Wheelchair accessible parking lot
From the business
Identifies as veteran-owned
I recently had my home’s crawl space worked on by Clean Crawls. There were several issues during and after the service, all of which were met with push back or complete denial by the company’s customer service representative. First, I was misquoted for the price of the job. The estimate worker that performed the quote listed the incorrect insulation size which resulted in a higher charge than initially agreed upon. Fine, mistakes happen. I paid the difference and we moved on. While at my home, the maintenance team informed me that I had not yet paid for the service and payment was needed to continue. Knowing I had already paid, I called the business’s customer service representative and after asking a second time for payment and some back and forth between her and the work crew, the misunderstanding was resolved and they once again began work under the house. After the work was “completed” I realized that our hot water was not working. Once again I called the business so they could come restore our water. After explaining the issue to the CSR, she first asked me if I was sure the issue was due to their company. After ensuring her that I did not turn the hot water off for fun she then asked, “Can’t you just turn it back on?” as if it was my responsibility to fix what was broken by their company. Finally, after a day and a half of no showering or hot water usage, the crew came back out to fix it. About a week later we had a team come out to install AC under the house, hence the need for the aforementioned insulation repair. After two minutes of inspecting the crawl space, the worker came out and informed me that all the ductwork had been torn down and some of it dented, presumably from crawling over it. The cost of this job would now be increased by thousands of dollars due to negligence of the crawl space workers. When I made a call to Clean Crawls to make them aware of the mistake they made, the CSR was completely dismissive, stating that they would never touch the ducts and that they were explicitly told not to. Further, she stated that any work on the ducts would have required permission from me, the homeowner. Clearly Clean Crawls did not want to take responsibility for such a costly mistake on their part, but I made contact again about the issue shortly after. They sent out the employee who initially provided the quote (the incorrect quote might I remind you). I had him confirm that the workers instructions were not to touch the duct work at all. After he confirmed this I showed photos that he and I had exchanged that showed the duct work during their work had insulation wrapped around them, and after their work they did not. His comical response was that “Taking the insulation off of the ductwork was not included in your quote so really we should have charged you more for that service.” Are you kidding me? So now they admit that the workers did touch the duct-work without permission but are trying to twist it like they were doing me a favor. I am disgusted with how this business handles themselves. I have tried reasoning with the business directly. It would be fair to reimburse the amount that I had to pay to install all new duct-work under my home but Clean Crawls refuses to consider it. I am reaching out to the Better Business Bureau in hopes that we can come to an agreement on a billing adjustment. If still no resolution I will be forced to take action by way of a civil suit.
