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BAIT AND SWITCH

Don�t Be Fooled By Duct Cleaning Scams!

Don�t Be Fooled By Duct Cleaning Scams!

Recently, Dateline NBC aired an episode that exposed common scams by various companies that take advantage of unsuspecting consumers. One segment included on the show was regarding air duct cleaning scams. The undercover investigation by Chris Hansen in conjunction with NADCA (National Air Duct Cleaners Association) exposed unscrupulous air duct cleaners using bait and switch tactics to take advantage of customers.

The focus of the investigation was a company out of Hebron, Kentucky. The �customer� saw an advertisement placed for a $49.95 duct cleaning, but when the technicians showed up, the customer was told that their home required extra services to complete the job correctly and charged the homeowner almost $500, an almost 1000% markup. The technician was shown installing a patch over a nonexistent access hole. This type of scam is unacceptable. The company was confronted about their tactics and had no reasonable response. According to the show, the company has since shut down.

This is a very significant issue to both the duct cleaning industry and the consumer. Every time a customer falls prey to a scam such as this, it leaves a black mark on the duct cleaning industry and every legitimate air duct cleaner out there, not to mention the consumer�s failure to receive a service worth their money.

There are numerous things a consumer can do to prevent falling victim to fraudulent duct cleaning scams. The most important action a consumer can take is to educate him or herself about the duct cleaning process. Knowledge is power and the more a customer knows about the process, the less chance that they will be taken advantage of. One key thing to look for is the equipment the company uses. If they don�t have the equipment to do the job properly, don�t even waste your time.

After learning more about the duct cleaning process, the second thing a consumer should do is research the companies they are considering doing business with. NADCA (The National Air Duct Cleaners Association) is a great place to start. NADCA members are certified to perform the services. In order to become a National Air Duct Cleaners Association certified technician, an ASCS (Air Systems Cleaning Specialist), a technician must demonstrate knowledge of HVAC system cleaning, NADCA standards, OSHA regulations and pass a 150 question exam. What is the companies� Better Business Bureau rating? or Angies List? Consumer Affairs? Are they a licensed State Contractor? Fully insured?

When the field has been narrowed down, it is time to contact each company and get some estimates. How are you treated on the phone? Are all your questions answered fully or is the representative evasive? Can you receive your estimate in writing? Are they polite? These might seem like basic items, but this is a first contact with this company and they are attempting to win your business. If they can�t be nice then, what will they be like when they get into your home?

Once you have decided that you are happy with a duct cleaner and schedule an appointment, you should evaluate the technician(s). Are they fully uniformed? Are they clean and neat? Do they treat your home with care? Did they clean up after themselves when they were done?

If a consumer follows these basic steps, they will be on their way to receiving a great air duct cleaning service.

More Dateline Bait and Switch Video Clips:

Bait & Switch - �Oh the Tangled Web,�

Bait advertising is an alluring but fraudulent offer to sell a service which the advertiser has no intention of providing. The primary aim of a bait advertisement is to obtain leads as to persons interested in the service offered. The �Bait� is a low price that they have no intention of honoring.

It�s the oldest trick in sales, and a lot easier to recognize if you understand the forces at work when you see it.

To begin, we�ll take a brief look at the three ethical steps every service owner might take to sell his/her services to a prospect and, over time, build a successful business.

The next section is a detailed look at the four carefully designed steps in the Bait & Switch as well as two specific examples of how the salesman (technician) works the plan.

Let�s begin by looking at how a legitimate service company conducts their business.

The Bait!

All of the ads on the right have one thing in common - they are �BAIT� Each one lists a price that has no connection with reality.

The only purpose of these ads is to get you to call and identify yourself as a prospect. The person who answers the phone will be very helpful and friendly, but they have just one goal -

TO GET A SALESMAN INTO YOUR HOUSE!

They will confirm the ad price, promise you there are no other charges .. just what you want to hear! But beware, you have now opened your home to a person trained in the art of taking your money! And here�s how it works!

The �Inspection!�

My name is Tom and I�ll be doing your duct cleaning today! While we set up, I�ll need to go through your home to inspect the system. Could you OK this authorization for me?�

Tom wanders through the house counting registers and then returns with the following story.

�Mrs. Johnson, we do have several areas of concern that you�ll no-doubt want to have completed while we�re here! Since I know you�ve taken time off of work to have this service done, it will be best for us to get everything completed today!

Let�s have a look at the items I�ve marked here on the inspection form.�

Now the real show begins!

The Switch!

The Authorization is, in fact, an �add-on� list with all the things that should have been included in the first place.

The friendly duct cleaner will now inform you that there are Extra vents needing to be cleaned, and Additional Returns will cost more.

The Feeder ducts need to be done, the Access Panel also has a charge and the Blower Motor isn�t looking to good and will be an additional fee.

Now you�re looking at a total price of $500 - $1,000 for the job. But grab your wallet - it gets worse!

Now it�s time for the �Beat-Down!�

The Beat Down

While the salesman was performing an �Inspection� the helper was getting the equipment set-up, making it very difficult for you to ask them to stop.

The estimate below was given to me by one or our customers. This is a carpet cleaner offering a �Whole House Duct Clean� for $88.00. Look at the total - $1,009.75!

When the customer said no, the tech called the �Boss� at his office. He said what a nice lady she was and asked if they couldn�t, �Find some way to give her a discount?�

The �Boss� and salesman argued for a few minutes and, unbelievably, offered to do the entire job for just $450. When she insisted they get out of her house, the now very un-friendly man demanded a $60.00 estimating fee before he would leave.

This is exactly how the system works. Every step is planned and rehearsed, and then the customer is expected to feel like they received a great deal with the �Discount� offered by the salesman.

So, What can you do about it!

Is there a company working the Bait & Switch in your area? Call the Attorney General�s office and Better Business Bureau. Is a department store running these ads? Call customer service and complain. It�s OK to get mad and protest about being lied to!

Fraudulent advertising hurts everyone, but especially the honest contractor who�s providing excellent service at a fair price. Review the four steps, and keep a watchful eye. The �Bait & Switch� is being used every day by carpet cleaners and air duct cleaners! Here�s another example and a final word.

These are not isolated occurances! Companies all over America, including well known department stores are cheating their own customers with this cheap tactic. Even more disheartening is the fact that many people never complain because they�re too embarrassed about being taken.