Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for air duct cleaning companies that have earned the prestigious Diamond Certified award. For HSR, the key to keeping clients happy is simple: always put their needs first, no matter what. “We’re very cautious about making sure our customers are informed and relaxed,” says owner Rafi Benbenishti. “We operate on 100 percent customer satisfaction, so we don’t leave a job unless the client is completely happy.”

HSR has been cleaning air ducts and dryer vents, installing and removing insulation, and providing other services that improve indoor air quality for residential and commercial clients in Contra Costa, Alameda, San Francisco, and Marin Counties since 2011. The company also performs exterior home services like pressure washing and gutter cleaning, and its customers can sign up for maintenance programs that allow them to book seasonal work that fits with their schedules.

Unlike less experienced air duct cleaning companies that take a “hands-off” approach to communicating with their customers, HSR takes the time to explain every step of its work. “We don’t just come in, do our job and leave—we talk to the client and let them know how to avoid potential issues in the future,” says Mr. Benbenishti. “We give our customers all the attention and information they need to make smart decisions.”

Another distinguishing feature of HSR is the state-of-the-art tools and equipment it uses on every job. “We use the best machines on the market and the right techniques for each project,” affirms Mr. Benbenishti. “For example, with air duct cleaning, some companies use negative pressure to pull out the dust while others use running brushes. Those methods are fine for basic maintenance, but they’re not as effective. We use a very powerful machine with rotating brushes that uses vacuum pressure at the same time. It sucks out the debris and leaves the ducts cleaner, but it doesn’t damage ducts like other machines can.”

Don’t ignore your home’s air ducts.

If your home has a built-in heating, cooling or ventilation system, it means you’re also the proud owner of air ducts. And while they’re likely out of sight, out of mind, there’s a big reason you shouldn’t forget about them: healthy air ducts mean a healthier home.

“Every year, dust builds up inside your air ducts, which can cause leaks and slow down your system,” explains Rafi Benbenishti, owner of HSR in Martinez. “When your air ducts are cleaned regularly, your entire HVAC system stays cleaner. Every time you turn on your system, you’re getting clean air flow in your home without dust, allergens, bacteria and other buildup that can exacerbate allergies, headaches, and other problems. It also helps your HVAC system run more efficiently and keeps it in good repair.”

Mr. Benbenishti and other experts say most homeowners and business owners should have their air ducts cleaned once a year. However, in homes with pets or smokers, in dusty or high-pollution areas, if HVAC filters get dirty very fast, or if dust or debris is visibly building up inside the ducts, it’s smart to have them cleaned several times a year. Also, if you’ve experienced a mold problem in your home or there’s evidence of insects or rodents inside your ductwork, it’s time for a thorough cleaning to prevent whole-home contamination.

Be cautious when hiring a contractor, though. “In the air duct business, lots of companies use machines that aren’t really effective or could potentially damage the ducts,” warns Mr. Benbenishti. “Some companies use negative pressure to pull out the dust while others use running brushes. Those methods are fine for basic maintenance, but they’re not as effective. And if the machine isn’t advanced enough to stop if something gets stuck, it can keep rotating and damage the inside of the ducts.”

Q: How often should I have my air ducts, dryer vents and gutters maintained?

A: We usually recommend maintenance services once a year for those systems. However, if your house has a lot of trees near the roof, you might need your gutters cleaned more often. We’ll talk to you about your specific needs and give you personalized recommendations.

Q: What’s the advantage of having my gutters regularly cleaned?

A: If your gutters are cleaned on a regular basis, water will flow through them better, which will prevent foundation problems, water damage to walls and fascia, and dry rot.

Q: Why is it important to clean my air ducts?

A: Every year, dust builds up inside your air ducts, which can cause leaks and slow down your HVAC system. When you have your ducts cleaned, you ensure that every time you turn on your furnace or air conditioner, you’re getting clean air flow in your home.

Q: Why do I need to clean my dryer vents?

A: Every year in the United States, about 15,000 houses burn down because of clogged dryer vents. Just the other day, we cleaned out a dryer vent that was packed with lint and a bird nest. If the client kept using that dryer, they could have started a fire. Regular dryer vent cleaning also keeps your dryer running smoothly, helps prolong its lifespan and saves on energy costs.

Q: Are there any devices that can tell me when my dryer vent needs to be cleaned?

A: Yes. There’s a device that you can connect to the back of your dryer that tells you if the vent gets clogged. Some newer machines have this device built in already. It monitors the heat of your machine and beeps if the air becomes too hot.

Q: How far in advance do I need to make an appointment?

A: We can usually accommodate you within one week of your initial call. However, some seasons are busier than others, so it’s always smart to set an appointment as early as possible.

Q: Can you install UV filters in my home?

A: Yes. Especially right now with COVID, people like to use sanitizers and systems that keep their homes even cleaner. But even if you have a very good air filter, UV light does a better job. UV light filters kill all the bacteria, viruses, mold, and other organisms that enter and exit your HVAC system. They can be added to almost every central system, and they’re affordable for most homeowners.