As soon as I saw the Revdex.com report from Mrs*** I tried to contact her by phone, She returned my call on Friday
She had hopes that the dyes would not runI explained to her why when you have severe urine damage to a rug that is makes the dyes unstable and the urine goes from an acid to an
alkaline, and the alkaline destabilizes the dyesShe had mentioned to our technician *** that she knew the colors were unstable because she tested it with a clothThis was explained to her before we cleaned the carpet
When we got the rug back to the shop we used our black light systems to test the rug for urine even though it was obvious that there was urine in the carpetThe carpet was hard, like a rock in large areas which tells us that were large deposits of urine in the carpetWe then had *** our manager call Mrs*** and let her know what we found*** also told her that we would have to wet wash her carpet to flush the urine out and that it could take up to cleaning to remove all the urineWe charged her for three cleanings even though it took fourThat is why the price was higher than originally quoted by our technicianMrs*** was concerned about dye run, and we told her we would take every possible precaution to lower that risk of running which included using a chemical called color fast which helps to stabilize the carpet dyesAfter speaking to Mrs*** we then proceeded with the cleaningAfter flushing the carpet we had four guys hang it each time in our dry room so that the carpets would dry as quickly as possible
I reminded her that she had signed different releases that explained what could happen to a severely urine damaged rug when cleaned and that was the reason we had *** call her to explain this and why the price was more than originally quoted
In the condition the carpet was in when we received it, it had almost no value because of the amount of urine and bacteria that was in itIt was her choice whether she wanted it cleaned or notShe told both *** and *** that it was sentimental to her and she never mentioned the value of the carpet to any of us at any time until we rolled out the cleaned carpet in her homeShe then told *** it was worth $5,and she was going to sue us
The other carpet we did for her was a much larger oriental but it did not have as much urine damage and cleaned up beautifullyThe carpet she is concerned about is now usable, all the urine was removed the odor is gone and the carpet is soft and fluffy, cleaned and sanitized and is now healthy for her home
We are sorry that Mrs*** was dissatisfied, we strive to have excellent communication with our customers, that is why we back it up with signatures and initials on all of our forms
Mrs*** has not yet paid the the cleaning of either carpet, so I did offer to waive the $1,the value of the cleaning of both carpets in an effort to appease her
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Ref: phone conversation 10-17-14. The first 6-7 mins. he gave me a
well "rehearsed" speech on how knowledgeable he is on rug cleaning
& even the difference in chemical make-up of puppy & dog urine.
He then insinuated that my whole report to the Revdex.com to be an array of
untruths. I believe he did this in an attempt to make me become angry.
I did not. His next strategy was to add insult to injury, by telling
me that my rug was filthy & "worthless". I took a deep breath
& hung up the phone on him. All he was attempting to do was to get
me so up-set that I would explode & mouth off, which in turn he
would use against me, in his written response. Now to his written
statements to you on 10-21-14: The only urine damage to the 10' x 12'
rug was approx. a 3' x 3' area in the very center of the rug. The same
area I pointed out to [redacted] which I had attempted to clean & a slight
fading had occurred on the rug surface. It was on the underside that I
pointed out to him which showed some running of color. No other areas
of the rug were accessible by my 6.5# Chihuahua as furniture
arrangements covered it. The rug was NOT as hard as a rock nor unable
to be folded. [redacted] folded the rug into approx. a 4' x 4' size to remove
it to his van. As to their "4" flushings to my rug. The first one
should have been a dead give away that "running" had occurred. To
continue on with "3" more only made matters worse. [redacted] NEVER mentioned
more than ONE washing, nor that it was to remove any urine. That he
said would be done with the P.U.R.T. chemical treatment. I just wish
they had told me prior to doing anything to my rug that they felt it was
"worthless". I would have told them to just send it back to me. [redacted]
& his crew have exaggerated this whole ordeal. They screwed up
& now they are doing a cover up. I have been honest & truthful. I should have never trusted them as I did' and I definitely should
have read the SMALL PRINT on their so called worksheet. I was too
gullible when [redacted] instructed me to initial here for rug cleaning &
initial here for the PURT treatment. It appears they were given free
reins to ruin my rug. What A Shame!
Regards,
[redacted]
Revdex.com received the following pictures from the business which shows an area of highly concentrated urine built up. Please see attached pictures (5).
As soon as I saw the Revdex.com report from Mrs*** I tried to contact her by phone, She returned my call on Friday
She had hopes that the dyes would not runI explained to her why when you have severe urine damage to a rug that is makes the dyes unstable and the urine goes from an acid to an
alkaline, and the alkaline destabilizes the dyesShe had mentioned to our technician *** that she knew the colors were unstable because she tested it with a clothThis was explained to her before we cleaned the carpet
When we got the rug back to the shop we used our black light systems to test the rug for urine even though it was obvious that there was urine in the carpetThe carpet was hard, like a rock in large areas which tells us that were large deposits of urine in the carpetWe then had *** our manager call Mrs*** and let her know what we found*** also told her that we would have to wet wash her carpet to flush the urine out and that it could take up to cleaning to remove all the urineWe charged her for three cleanings even though it took fourThat is why the price was higher than originally quoted by our technicianMrs*** was concerned about dye run, and we told her we would take every possible precaution to lower that risk of running which included using a chemical called color fast which helps to stabilize the carpet dyesAfter speaking to Mrs*** we then proceeded with the cleaningAfter flushing the carpet we had four guys hang it each time in our dry room so that the carpets would dry as quickly as possible
I reminded her that she had signed different releases that explained what could happen to a severely urine damaged rug when cleaned and that was the reason we had *** call her to explain this and why the price was more than originally quoted
In the condition the carpet was in when we received it, it had almost no value because of the amount of urine and bacteria that was in itIt was her choice whether she wanted it cleaned or notShe told both *** and *** that it was sentimental to her and she never mentioned the value of the carpet to any of us at any time until we rolled out the cleaned carpet in her homeShe then told *** it was worth $5,and she was going to sue us
The other carpet we did for her was a much larger oriental but it did not have as much urine damage and cleaned up beautifullyThe carpet she is concerned about is now usable, all the urine was removed the odor is gone and the carpet is soft and fluffy, cleaned and sanitized and is now healthy for her home
We are sorry that Mrs*** was dissatisfied, we strive to have excellent communication with our customers, that is why we back it up with signatures and initials on all of our forms
Mrs*** has not yet paid the the cleaning of either carpet, so I did offer to waive the $1,the value of the cleaning of both carpets in an effort to appease her
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Ref: phone conversation 10-17-14. The first 6-7 mins. he gave me a
well "rehearsed" speech on how knowledgeable he is on rug cleaning
& even the difference in chemical make-up of puppy & dog urine.
He then insinuated that my whole report to the Revdex.com to be an array of
untruths. I believe he did this in an attempt to make me become angry.
I did not. His next strategy was to add insult to injury, by telling
me that my rug was filthy & "worthless". I took a deep breath
& hung up the phone on him. All he was attempting to do was to get
me so up-set that I would explode & mouth off, which in turn he
would use against me, in his written response. Now to his written
statements to you on 10-21-14: The only urine damage to the 10' x 12'
rug was approx. a 3' x 3' area in the very center of the rug. The same
area I pointed out to [redacted] which I had attempted to clean & a slight
fading had occurred on the rug surface. It was on the underside that I
pointed out to him which showed some running of color. No other areas
of the rug were accessible by my 6.5# Chihuahua as furniture
arrangements covered it. The rug was NOT as hard as a rock nor unable
to be folded. [redacted] folded the rug into approx. a 4' x 4' size to remove
it to his van. As to their "4" flushings to my rug. The first one
should have been a dead give away that "running" had occurred. To
continue on with "3" more only made matters worse. [redacted] NEVER mentioned
more than ONE washing, nor that it was to remove any urine. That he
said would be done with the P.U.R.T. chemical treatment. I just wish
they had told me prior to doing anything to my rug that they felt it was
"worthless". I would have told them to just send it back to me. [redacted]
& his crew have exaggerated this whole ordeal. They screwed up
& now they are doing a cover up. I have been honest & truthful. I should have never trusted them as I did' and I definitely should
have read the SMALL PRINT on their so called worksheet. I was too
gullible when [redacted] instructed me to initial here for rug cleaning &
initial here for the PURT treatment. It appears they were given free
reins to ruin my rug. What A Shame!
Regards,
[redacted]
Revdex.com received the following pictures from the business which shows an area of highly concentrated urine built up. Please see attached pictures (5).