Skip to content 
NADCA-Approved Complaints Process.
Even with diligent vetting, duct cleaning services can sometimes fall short—using improper methods, charging hidden fees, or delivering incomplete work. The National Air Duct Cleaners Association (NADCA) offers a formal, transparent complaints process to hold member contractors accountable and protect consumers. Understanding how to navigate NADCA’s complaint system equips you to seek remediation, ensure industry standards are upheld, and improve overall service quality.
Recognizing When to File a Complaint
Before initiating a formal complaint, confirm that your issue aligns with NADCA’s jurisdiction and standards:
Member vs. Non-Member
Only complaints against active NADCA member companies or certified technicians (ASCS/ASCDP) can be processed through NADCA. If your contractor isn’t listed in NADCA’s directory, consider other consumer-protection avenues.Violation of ACR Standards
NADCA’s ACR201 standard mandates source-removal cleaning, proper containment, certified equipment use, and documentation. Issues such as lack of HEPA vacuums, no mechanical agitation, or failure to provide before-and-after photos may constitute violations.Ethical or Contractual Breaches
Members agree to a Code of Ethics covering honest advertising, transparent pricing, and professional conduct. Practices like bait-and-switch pricing, false certification claims, or unfulfilled guarantees also warrant complaints.
Key Point: Verify that your concern involves a NADCA member’s failure to adhere to specified standards—this ensures your complaint is eligible for review.
Preparing Your Complaint Documentation
A well-organized complaint simplifies the review process and increases the likelihood of a fair resolution:
Gather Contractual Evidence
Include your signed contract, written estimates, invoices, and any change orders. Highlight discrepancies between promised and delivered services.Collect Visual Proof
Before-and-after photos or video of ducts, coils, and blower compartments illustrate the cleaning—or lack thereof. Annotate images to pinpoint areas of concern.Document Communication
Save emails, text messages, and notes from phone calls that reference the scope of work, pricing, guarantees, or technician representations.Obtain Third-Party Assessments
If possible, commission an independent inspection (e.g., by another NADCA member or a certified home inspector) to corroborate your claims of substandard service.Detail Your Desired Outcome
Clearly state whether you seek a re-cleaning, partial refund, full refund, or other remedy. NADCA aims to facilitate mutually agreeable resolutions.
Tip: The more organized and factual your submission, the faster NADCA can assess and respond to your complaint.
Submitting and Tracking Your NADCA Complaint.
Once you’ve assembled your documentation, submit your complaint through NADCA’s official channels:
Online Complaint Form
Visit NADCA’s website and locate the “Member Complaint” section.
Complete the form fields with your contact information, member company details, and a concise description of the issue.
Attach Supporting Documents
Upload all relevant files: contracts, estimates, photos, inspection reports, and correspondence.
Ensure file formats are PDF, JPEG, or PNG, and total attachments do not exceed NADCA’s size limits.
Confirmation and Tracking
After submission, you will receive an email confirmation with a complaint reference number.
NADCA typically acknowledges receipt within 5–7 business days and provides an initial case timeline.
Investigation and Response
NADCA’s Standards Compliance Committee reviews your materials, may request additional information, and contacts the member company for their response.
Both parties are given an opportunity to present their perspectives before NADCA makes a determination.
Note: NADCA’s goal is corrective action—member remediation, retraining, or, in severe cases, revocation of membership—not punitive measures alone.
Post-Complaint Follow-Up and Escalation.
After NADCA’s initial investigation, monitor progress and explore further steps if needed:
Reviewing the Outcome
NADCA will communicate its findings and any recommended actions—such as re-cleaning by the original contractor or partial reimbursements.
If the resolution meets your needs, confirm satisfaction in writing, and close the case.
Dispute Mediation
If you disagree with NADCA’s determination, request mediation. NADCA can facilitate a neutral third-party review or arbitration under its member dispute policies.
Escalating Beyond NADCA
For non-compliant members or unresolved cases, you may file complaints with local consumer-protection agencies, the Better Business Bureau, or your state’s attorney general.
If health hazards (e.g., mold or asbestos mismanagement) are involved, contact the EPA or your state environmental health department.
Providing Feedback and Reviews
Share your experience publicly—on review sites or consumer forums—to warn others and encourage industry accountability.
Consider updating your complaint status on NADCA’s site after resolution to inform future consumers.
Takeaway: NADCA’s complaints process is designed for fair resolution. By following up diligently and using additional consumer-protection resources when necessary, you safeguard your interests and promote higher service standards.
Conclusion
Navigating the NADCA-approved complaints process enables you to hold certified duct cleaning contractors accountable when they deviate from industry standards. By confirming membership status, preparing detailed documentation, submitting through NADCA’s formal channels, and following up or escalating as needed, you ensure thorough review and potential remediation. For insights into the broader landscape of unethical practices, revisit common air duct cleaning scams. To reinforce safe service expectations, consult EPA tips for safe duct cleaning services. And when you need preventative measures, explore complete scam-avoidance checklist for duct cleaning to protect yourself from future fraud.
