Quick-Kleen Home Services

Revdex.com: 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

February 7, 2014Revdex.com *** *** *** *** *** ** ***RE: ID# ***As stated to ** *** in our response to her dissatisfaction with our service, we do guarantee our two-step method, but we do not offer a guarantee on the results of the steam-cleaning
methodAgainst our crew’s best advice, she decided not to use the method that would have provided the best resultsThis was explained to her prior to the start of the job.We would be happy to have a crew return to her home to go over any areas on the sofa that she is unhappy with, but we do have a $service chargeWe do not return to a customers home at no charge with the standard steam-cleaning methodEvery customer is asked to check over the job before signing the Work Order Contract that the work was satisfactorily completedAfter the order form is signed that the customer is satisfied, we do not return for any reason at no charge UNLESS the deep-cleaning method is purchasedWith the deep cleaning method, we will return up to two weeks later at no charge.Thank you,Quick-Kleen Home Service

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I
would like to know your view on the matter.]
Regards,
*** ***
There response is totally falseI never spoke in a derogatory mannerI was told, after insisting that I speak to a manager, that a message had been placed on his desk to cal meNo call was receivedI called back several hours larpter and indicate tend that I had not received a call backThe representative advised me that, "all I can do is put the message on his desk, which I have done." I never received a return callWe resolved the problem by opening up the house, blowing fans for several days and cranking up the furnace and lighting a fire in the fire placeAdditionally we applied a deordorizer to the rug.
This company has been totally unresponsive to our complaintThey just don't careSwoop in, grab your money and forget about it

Revdex.com:
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.
 Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220  RE:  ID#[redacted]  Please be advised that it was understood that the less expensive method of cleaning was not guaranteed by Quick-Kleen Home Service did not come with a guarantee.  However, the issue at hand is that the furniture that was cleaned now has streak marks on it from the machine/equipment that was used.  These marks/stains were not on the furniture previously, prior to Quick-Kleen cleaning this piece.   My complaint is not about previous spots that weren't removed because of the service I chose.  The complaint is regarding the marks that their equipment left on my furniture, which has nothing to do with a prior problem.  When the guarantee was explained, I was not told that there was a chance that their equipment could leave streak marks on the furniture.  It was explained that the less expensive method “could”  potentially not remove dirt or stains.   I asked the company to please come back and look at the issue but they insisted that they would have to charge me for a service charge.  I do not understand why I should be charged when this was a problem made by their equipment and I was not told that there was a chance that this could happen.   Thank you.   [redacted]

RE: ID [redacted]Upon entering the home of [redacted] the carpet was completely covered with urine
stains. In addition, there were pieces of broken plastic all over the carpet that needed to
be picked up by hand. We usually charge a room preparation fee to pick up debris from
the carpet to prepare...

it for cleaning. We picked up all the plastic pieces by hand and did
not charge the customer for this service.
We suggested to sanitize the carpets because her carpets were covered with dog urine,
she refused. We cleaned her carpets with the same procedure used in every other house.
It was explained to Ms [redacted] her carpets may take longer to dry than normal because
we used twice the amount of shampoo to try and remove all ofthe urine stains.
We are able to come back and sanitize the carpet at the price she would have paid on the
original date of cleaning. If she wants go get rid ofthe pet odor, she would need to
sanitize the carpet as we previously recommended.
If we can be of any other service, please do not hesitate to let us know.
Quick-Kleen Home Service

RE: ID# [redacted]As stated in our previous response on September 18, 2015, we have gone back and recleaned the areas the customer requested. The stain was there prior to cleaning and we did everything we could to remove it for the customer. We have no guarantee, as stated on our order form that all stains will come out, so therefore, we are unable to refund any money.Mr. [redacted] has asked why Quick-Kleen removed the complaints on Yelp, we did not remove the complaints, Yelp removed them.If we should be of any further assistance, please do not hesitate to let us know.Quick-Kleen Home Service

As stated by [redacted], the [redacted] voucher that she purchased was for 5 rooms to be steam-cleaned. As she went on the [redacted] website it stated that our two-step deep cleaning method was an additional $20 per room. It was an told to her when she called to schedule an appointment.The...

customer states she does not want a refund. **. [redacted] failed to mention that she already received a full refund from [redacted] before filing this complaint with the Revdex.com.Thank you,Quick-K*ee* Home Service

RE: ID# [redacted]We have reviewed the response from the customer and stand by our recommendations in our previous letter.The carpets were completely covered with urine and stains. When we went inside her home, we immediately suggested she deep-clean and sanitize the carpets. We told her it would take anywhere from 24-48 hours to dry because we had to use twice the amount of shampoo to remove all the urine stains.We STRONGLY recommended on the day of service that she sanitize the carpets, she refused. There is not much we can do when a customer chooses not to take the advice of the representative. We are still willingly to come back out and sanitize her carpets at the same price she would have paid on the original date of service.If we can be of any other service, please do not hesitate to let us know.Quick-Kleen Home Services

Revdex.com:
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.
The issue is the rug was over saturated with water.  The excessive water used to clean the carpet needed to be extracted.   The carpet it a berber carpet not a thickpiled rug.  It should have taken 24hrs to dry but took a little over 48hrs with 2 fans and air conditioning. While in the drying process the carpet was sticky and malodorous because the soapy water was not extracted. The carpet was worse when they left because now the soap/urine are trapped under the carpeting. The carpet will need re-cleaned.  In the meantime the windows in the room have to stay  open due to the odor.

RE: ID# [redacted]As stated by Mr. [redacted] in his complaint, the stain was already there.Upon entering the home, the crew pointed out the stain and told Mr. [redacted] it was a discoloration from pet urine. He told us that this was from the previous owner. This stain cannot be removed, it becomes a...

permanent part of the carpet.We made a second trip to the home(at no charge)and made an effort to remove it, and also went over another area in the Dining room that wasn’t even asked of us to be re-cleaned. The stain is not something that Quick-Kleen placed on the carpet, it was already there prior to cleaning. We are unable to refund the money as requested because there is no justification and also no guarantee as stated on our order form.Mrs. [redacted] went onto Yelp and placed two negative reviews in her name and one with a false name. This should show the level of integrity and honesty of the person we are dealing with. Yelp has since removed both reviews as unreliable. There is not anything further that we can do for Mrs. [redacted].Quick-Kleen Home Service

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.This issue is the rug was over saturated with water. Staff did not abstract the water like they should have.  The carpet it a berber carpet not a thick piled rug.  It should have taken 24hrs to dry but took a little over 48hrs with 2 fans and air conditioning. While in the drying process the carpet was sticky and malodorous because the soap was not extracted. The carpet was worse when they left because now the soap/urine are trapped under the carpeting. The carpet will need redone in the meantime the windows in the room have to stay open due to the odor. [redacted]###-###-####ACCT:  #[redacted] Regards,[redacted]

[redacted] called our office and stated that his Rec Rm had been cleaned on October 14, 2014 and had a bad odor and was wet. As we do with any problem, we asked the customer to send an e-mail to our Customer Service, he rudely told us he would do no such thing. He kept insisting that a...

Manager contact him immediately even as we tried to explain our procedures.
All problems are handled through our Customer Service by e-mail so that we have written documentation by the customer and our Company as to what procedures will be taken. If a customer refuses to send the e-mail, we have no way of correcting any problems that he may have.
We do record all incoming calls. After reviewing the recording from [redacted]’s call, he spoke to our representative in a very derogatory manner by using insulting language and calling her names. She was simply trying to explain to the customer, in a very polite way, that he must send an e-mail to our customer service or she could mail a form to him if he did not have internet access.
If Mr. [redacted] would have taken the 5 minutes to send an e-mail to our customer service department, the same amount of time it took to fill out the Revdex.com form, his problem may have been resolved by now.
If Mr. [redacted] would like to send the e-mail to: [email protected], we would be happy to respond to any problem he may have.
Thank you,
Quick-Kleen Home Service

Revdex.com:
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.
Prior to the treatment the stain was barely visible. After Quick-Kleen treated it, they turned a stain that was not an issue for us into an ugly problem. Please see attached image and let me know if it did not attach. I do not know why the complaints on Yelp were removed by Quick-Kleen. My wife and I are disgusted with this company and each posted on the site without knowing the other did as well. 
[redacted]

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Awful experience. I purchased a Groupon for $59 for 5 rooms of steam cleaning. First of all, when I made the appointment, they marked the Groupon as redeemed--- so when they showed up for my appointment, the Groupon voucher was marked as invalid. They tried to sell me another Groupon at the same price on the spot! Uh, NO THANKS! I called Groupon to get it sorted out, and they confirmed that Quick Kleen had marked it as redeemed upon making the appointment, as opposed to at the time of the appointment. Next, they wanted extra for fees/taxes. Okay, no problem. Only they only took cash--- nobody could tell me that over the phone so I was prepared? I scrounged around for the $12.53, but what am I supposed to do if I didn't happen to have the cash on hand, run to the ATM with a steam cleaning crew left alone at my place? They continually tried to upsell and uncharge me. I'd just made homemade fruit preserves, and one of the cleaners almost knocked over all of the jars... not even a sorry! They knocked over a plant, leaving dirt on the floor. What kind of steam cleaning company leaves the floors dirtier than when they came? All in all, they were here less than 45 minutes, and from all accounts it seems like all they did was wet the carpets and leave. Never, ever, ever again.
Then, to top things off, when I complained via email about the poor experienced, I received a downright RUDE email response, accusing me of lying and calling me desperate. They completely ignored the issues of poor service, not cleaning properly, and knocking things over... and attempted to make it seem as if I was only upset about a lousy $12. Response below:
"Hi Melissa,
I'm sorry to hear that you were not satisfied with your experience. Quick-Kleen does NOT mark your voucher as redeemed when you schedule your appointment, because we don't have your voucher number at the time of scheduling. After speaking to our crew and to the representative that you spoke to at Groupon, I was surprised to learn that Groupon told you that YOU must have accidentally marked your own voucher as redeemed. And then, you even said this to one of our reps and your husband immediately when you got off the phone with Groupon. Why would you deliberately lie on this email and twist the truth. What were you really unhappy about? Is it that you had to pay the tax and you didn't have the money on hand to pay this small amount? Really? You really should be ashamed of yourself to write such an email. You are right about one thing in your email --- Never, ever, ever again. We're not that desperate as you seem to be!
Thanks anyways,
Carol M[redacted]
[email protected]"
I've never experienced such poor customer service. To be accused of lying (when in fact their staff is lying--- Groupon never said that I marked the voucher as redeemed) is appalling. And to be called "desperate"?! Terrible, terrible company.

Review: We hired Quik-Kleen to steam clean and shampoo our white carpets. After they did this, a large dark stain appeared. Before they treated our carpet, this stain was there but was nearly invisible. They did send someone out a second time to steam clean it again but the stain remained.

The issue is that the stain was nearly invisible prior to their carpet treatments. The company, specializing in "cleaning", caused the stain to get much much worse and can not fix this problem they created.Desired Settlement: While we would like Quik-Kleen to pay for new carpeting because they damaged our existing carpeting, we will settle for a complete refund of our payment.

Business

Response:

RE: ID# [redacted]As stated by Mr. [redacted] in his complaint, the stain was already there.Upon entering the home, the crew pointed out the stain and told Mr. [redacted] it was a discoloration from pet urine. He told us that this was from the previous owner. This stain cannot be removed, it becomes a permanent part of the carpet.We made a second trip to the home(at no charge)and made an effort to remove it, and also went over another area in the Dining room that wasn’t even asked of us to be re-cleaned. The stain is not something that Quick-Kleen placed on the carpet, it was already there prior to cleaning. We are unable to refund the money as requested because there is no justification and also no guarantee as stated on our order form.Mrs. [redacted] went onto Yelp and placed two negative reviews in her name and one with a false name. This should show the level of integrity and honesty of the person we are dealing with. Yelp has since removed both reviews as unreliable. There is not anything further that we can do for Mrs. [redacted].Quick-Kleen Home Service

Review: Carpet cleaning was performed on our recreation room 48 hours ago. A 2 man team spent approximately 50 minutes at our home. When they departed, the rug was soaking wet. Yesterday we awoke to a horrible mildew smell, which has gotten increasingly worse. We have had the doors and windows open without relief. I called the business this morning at 9:30, explained the problem and asked that someone come out and correct it. I was told I would have to submit an email to the customer service department which I indicated was unsatisfactory. I requested that a manager call me so that I could let he/she know that this was an immediate problem and that we are unable to utilize the room due to the stench. I was told the manager will not contact customers, which I find to be a poor response. I called again at 2:00 and was told that a message had been placed on the managers desk. I have not received a response.I would add that we have had these carpets cleaned previously and never experienced this problem. This is a result of hurried, shoddy workmanship.I am requesting that the Revdex.com contact this company and request that they respond to my concern and get rid of this terrible odor.I would also like to advise other consumers not to utilize their services after our negative experience.Desired Settlement: Get rid of the odor.

Business

Response:

[redacted] called our office and stated that his Rec Rm had been cleaned on October 14, 2014 and had a bad odor and was wet. As we do with any problem, we asked the customer to send an e-mail to our Customer Service, he rudely told us he would do no such thing. He kept insisting that a Manager contact him immediately even as we tried to explain our procedures.

All problems are handled through our Customer Service by e-mail so that we have written documentation by the customer and our Company as to what procedures will be taken. If a customer refuses to send the e-mail, we have no way of correcting any problems that he may have.

We do record all incoming calls. After reviewing the recording from [redacted]’s call, he spoke to our representative in a very derogatory manner by using insulting language and calling her names. She was simply trying to explain to the customer, in a very polite way, that he must send an e-mail to our customer service or she could mail a form to him if he did not have internet access.

If Mr. [redacted] would have taken the 5 minutes to send an e-mail to our customer service department, the same amount of time it took to fill out the Revdex.com form, his problem may have been resolved by now.

If Mr. [redacted] would like to send the e-mail to: [email protected], we would be happy to respond to any problem he may have.

Thank you,

Quick-Kleen Home Service

Consumer

Response:

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

would like to know your view on the matter.]

Regards,

There response is totally false. I never spoke in a derogatory manner. I was told, after insisting that I speak to a manager, that a message had been placed on his desk to cal me. No call was received. I called back several hours larpter and indicate tend that I had not received a call back. The representative advised me that, "all I can do is put the message on his desk, which I have done." I never received a return call. We resolved the problem by opening up the house, blowing fans for several days and cranking up the furnace and lighting a fire in the fire place. Additionally we applied a deordorizer to the rug.

This company has been totally unresponsive to our complaint. They just don't care. Swoop in, grab your money and forget about it.

Review: I purchased a deal on [redacted] for steam cleaning 5 rooms for $59 using their "their signature two-step deep-clean cleaning method to eliminate dirt, debris, and odors" from carpet [redacted] Prior to making the purchase, I went to the companies website and reviewed their "signature two-step deep-clean cleaning method" and found it described on their homepage [redacted] as the following: Our 2-Step Deep-Cleaning Method gets your carpets and furniture cleaner than any other method. (Only $20.00 more per room over standard steam-cleaning method)1. We first shampoo your carpets and furniture which loosens deep-down stains and dirt.2. We steam-clean which rinses and extracts the dirt and shampoo from the carpets and furniture. Other companies claim to use a two step method. Step One is simply spraying a solution on your walkways and step two is steam-cleaning the carpet. When I called the company to schedule an appointment using my voucher purchased through [redacted], they informed me their two-step cleaning process would be $20 more per room. I then informed the scheduler that according to the information in the [redacted] advertisement, I had purchased the two-step cleaning process and he said that he could see how I was mislead; however, they are not responsible for the advertisement, they do not ever offer the two-step process on [redacted] and they would not honor the advertised price. He told me I should contact [redacted] for further assistance. I then contacted [redacted] who researched my complaint and found it to be valid so they created a ticket to resolve the matter directly with the company owner.Desired Settlement: I do not want a refund. I would like the company to honor their advertisement by providing their "signature two-step deep-clean cleaning method" for the price of $59 for 5 rooms.

Business

Response:

As stated by [redacted], the [redacted] voucher that she purchased was for 5 rooms to be steam-cleaned. As she went on the [redacted] website it stated that our two-step deep cleaning method was an additional $20 per room. It was an told to her when she called to schedule an appointment.The customer states she does not want a refund. **. [redacted] failed to mention that she already received a full refund from [redacted] before filing this complaint with the Revdex.com.Thank you,Quick-K*ee* Home Service

Review: Quick-Kleen steamed a large carpeted room for me in January 2015. I was pleased with the service and had them return 07/16/2015 to again clean the same carpet and added a set of steps. This time I added the service of scrubbing the carpet followed by steam cleaning. The service tech told me this is the way they extract the water. The system they use is pretty basic. The machinery is not truck loaded. I watched the service man steam the stairs while the other was scrubbing my carpet. When he finished I followed him into the large room where he was to steam/extract the water. The room is 10’ X 22’ ft. At that time the other service tech asked me to step into the other room to explain all their services. I then returned a few minutes later to watch the tech. The vacuum head he was extracting the water with was not making contact with the carpet. So odd I thought. Until they left and I found my carpet was soaked with water. The tech was not in the room more than 5 minutes supposedly extracting the water. Before they left they asked me if I had an old knife they could use. It seemed a piece of plastic was caught in the vacuum head.

I spoke with management at Quick- Kleen the following day who was at the house cleaning the carpet. He said he used 2 buckets of extra soapy water because of the pee stains. He was adamant that they extracted 85% of the water and if I had agreed to the sanitizer it would have taken care of any smells killing the bacteria. My point is the carpet was saturated with water and they needed to remove the water fully to extract the dirty water, loosened dirt and stains not depending on a sanitizer. When I talked to him about extracting the water he said that there were little pieces of plastic on the carpet and they were afraid they would damage their machine. He also told me the carpet would be dry in 24hrs.

My house smelled strongly like soap with an underlying smell of dog pee for over 48hrs. I cannot go in the room today unless the windows are open. The smell is still there. It is that bad. My daughter walked through the room on Saturday morning to use the power room and she said her feet were sticking to tile floor from all the soapy water not extracted. I found the same thing but I was sliding on the tiled kitchen floor. The thought of all that soap just sitting on and under the carpet is unbelievable. They left my house Thursday at 2:55p. It was Saturday around 4pm when the carpet was dry and that was using two fans and air conditioning.

They were to steam/scrub a 10’ X22’ ft. carpet and steam 11 step/hallway/landing. They were in and out of my house in 35minutes. The reason we had them return is because of new puppy stains. No need to say any more. Of most concern is the thought that the dog pee that should have been extracted is now below the carpet only to smell horribly much worse on a humid day.

Last time they were here they dumped a canister of water in my front yard with all the dirt and dog hair. Later after finding my saturated carpet I went outside to see were they dumped the dirty water. I walked the perimeter of the yard and found nothing because there was none. They did not extract the water from the carpeting because they were feared they would damage their machine.

When I spoke to the manager he yelled at me, “What do you want?” It really made me think. What I wanted was a clean carpet. That’s what I wanted. But after some thought I want my carpet recleaned by someone else. I want a refund.Desired Settlement: Refund

Business

Response:

RE: ID [redacted]Upon entering the home of [redacted] the carpet was completely covered with urine

stains. In addition, there were pieces of broken plastic all over the carpet that needed to

be picked up by hand. We usually charge a room preparation fee to pick up debris from

the carpet to prepare it for cleaning. We picked up all the plastic pieces by hand and did

not charge the customer for this service.

We suggested to sanitize the carpets because her carpets were covered with dog urine,

she refused. We cleaned her carpets with the same procedure used in every other house.

It was explained to Ms [redacted] her carpets may take longer to dry than normal because

we used twice the amount of shampoo to try and remove all ofthe urine stains.

We are able to come back and sanitize the carpet at the price she would have paid on the

original date of cleaning. If she wants go get rid ofthe pet odor, she would need to

sanitize the carpet as we previously recommended.

If we can be of any other service, please do not hesitate to let us know.

Quick-Kleen Home Service

Review: Their carpet cleaning service was very poor. They left parts of the carpet soaking wet while other parts were not even cleaned. What's really bad is - they hired Thieves to work in my house. They stole all my jewelry right out of my jewelry box and denied that they took it when I called them after I realized what had happened. Do NOT hire them - they will come into your house and steal from you.Desired Settlement: Warn people of their business operation

Business

Response:

When Mrs. [redacted] called to report this problem, we suggested she call the police and file a police