Quick-Kleen Home Services

Review: I had booked a carpet cleaning appointment. I had asked (they did not tell me): What time will you show up?

They said to expect a call 2 days before. My appointment was on a Monday.......they called on a Thursday from a blocked number. I did not answer. I was expecting the call on Saturday ( 2 days prior). I called them on Saturday to confirm and they were closed until Monday.

Monday morning I called to, again, get the time of my appointment. I was told it was cancelled because I did not answer my phone 2 days prior. I said that I never got a call on Saturday and they said: Oh, it is 2 business days prior.

I explained that I was never told it was 2 business days prior and never told that not answering a blocked call = cancellation of appointment.

The operator basically yelled at me and said it was my fault for not answering my phone and that she had been doing this job for nearly 30 years and she always tells people that it is 2 days prior. (I quickly told her that was the problem, it is NOT 2 days prior, it is 2 business days prior.)

I emailed the company 4 times asking for a superior to CALL me back. A manager called me back and said he would send a crew out that was in my area and that he would call me back in 10 minutes to update me. When he called back, he said that the crews were unable to come because they are not permitted to work more than 8 hours at a time.

I was also told that Carol M[redacted] would contact me within 24 hours to respond to my complaint. She did not. I emailed a 5th time and asked her to call me ASAP. She instead emailed me back telling me it was my fault for not answering my phone. Carol, said the reason she didn't respond was because there was nothing they could do for me. (again, disappointing) She said she quite frankly was surprised I was still contacting them about this issue. (my husband took off an entire day of work to greet them........we spent 2 hours readying the carpet Sunday night prior)

I do not want any other future customers to have to go through what I went through. I feel mislead by their booking system and offended by the customer service. The system they currently have in place is unfair and illogical. I also want an apology for the time wasted through phone calls (6 of them), emails (6 of them), and the way I was treated by staff.Desired Settlement: I would like to speak to the owner of this company.

Business

Response:

RE: ID# [redacted]Ms. [redacted] states that she had to ask what time her appointment was amongst many other issues.When a customer schedules an appointment(some schedule a month in advance) schedules are not set up with appointment times. Our policy is to tell the customer that they will be called two business days prior to let them know the window of their appointment. This has been our policy for over 30 years.We had called her on Thursday and Friday and could not leave a message because her voice mailbox was full and unable to accept any messages. We were not able to confirm her appointment because she did not answer the phone the many times we attempted to call her and her voice mailbox was full.Unless a customers appointment is verified, we are unable to keep the appointment or we would have crews going to jobs that may not be home or had wanted to change their appointment due to various circumstances. As a courtesy for her inconvenience, we offered to give her an upgrade on two rooms(which we normally charge for) and she declined.She wanted to talk to someone else, so she was told to contact customer service thru our e-mail and that her e-mail would be answered promptly. Never was she told that she would receive a phone call. All problems are handled thru e-mails for various reasons.Please keep in mind that this customer never even used Quick-KIeen but yet said she would write a bad review on Yelp, contact the Revdex.com and get her money back from Groupon, all of which she did. Yet, we continued to get e-mails asking what we are going to do for her. Her money was refunded and she did not want us to come out to clean the carpets even with the free services. There is not anything further that we are able or willingly to do for Ms. [redacted].Quick-KIeen Home Services

Review: I hired Quick-Kleen carpet cleaning services to clean 9 rooms in my house. They arrive in a beat-up, unmarked mini-van which was a red flag to me, but the men were polite, and I gave them the benefit of the doubt. They absolutely saturated my carpets, and as a result, my house now smells horrible! I consulted with other professional carpet cleaning companies since then, and they told me the carpets should never have been as wet as they were, and the reason for the odor in my house was due to the saturation. It probably took 2-3 days for the carpets to dry, and normally it should take no more than 12-24 hours when done correctly. Quick-Kleen would not accept my credit card when they arrived, although I had already given the receptionist my credit card information when I scheduled, and they cashed my check on the day they did the service. In addition, the customer service is totally unprofessional! When I contacted them requesting a full refund, the woman indicated that it was my fault and that "I had no one to thank but myself." My air conditioning was on the entire time and has remained on ever since which was their suggestion at the time of service regarding carpet drying. Although, the carpets are finally dry, the smell still persists The customer service representative went on to suggest that I purchase Lysol and spray my carpets to eliminate the odor. She refused to refund my money because according to her this was my fault. I am out over $300, and I have to hire another carpet cleaning company to fix the problem they created. Quick-Kleen offered to come out and deodorize but at an additional cost to me. They provide poor product service and poor customer service and blame the consumer instead of taking responsibility for a problem that they created.Desired Settlement: I would like a full refund. I explained the situation and stated to Quick-Kleen customer service via email that I wanted a refund. The customer service representative responded by telling me "I had no one to thank but myself" if I was unhappy with the service. They not only refused to take responsibility but refused to refund my money as well. After reading other reviews, saturating carpets seems to be what they do consistently. I wouldn't want anyone else to have to experience what I've experienced with this company.

Business

Response:

RE: ID# [redacted]Ms [redacted] states that her carpets were saturated and now smell and that she contacted other carpet cleaners regarding her problems.We can not comment on how long it takes carpets to dry with other companies, but we can with our two-step deep cleaning process that she purchased. Our two-step process of shampooing the carpet and steaming it under normal conditions can take up to 24 hours to dry. The customer was also told to keep the AC running to keep the air moving to help the carpets dry and even place fans on the rooms to help air circulate. If these instructions are not followed, it will take more than one day to dry. This is also the reason the carpets have an odor. On that same day, we did 25 other customers and no one else had that issue, a machine malfunction is not a possibility. The only reason would be from poor air circulation.We offered many suggestions to correct the problem, one being that we would come out and sanitize the carpets, but there is a charge for this service.She refused to follow any advice we had to offer, the only thing she would accept is a full refund, she even tried to stop payment before contacting us. Unforutnately, under the above circumstances and instructions that were not followed and refusal for us to correct the problem, I feel that we have done everything we can to rectify her concerns.Quick-Kleen Home Service

Consumer

Response:

I hired Quick-Kleen carpet cleaning services to clean 9 rooms in my house. They arrived in a beat-up, unmarked mini-van, which was a red flag to me, but the men were polite, and I gave them the benefit of the doubt. Unfortunately my intuition was correct. They absolutely saturated my carpets, and as a result, my house smelled horrible! I consultedwith other professional carpet cleaning companies immediately afterwards, and they told me the carpets should never have been as wet as they were, and the reason for the odor in my house was due to the saturation. It took about 2-3 days for the carpets to dry, and normally it should have taken no more than 12-24 hours when done correctly. Quick-Kleen has claimed that I didn’t follow their suggestions for proper carpet drying. Quick Kleen’s customer service representative claimed it was my fault if I was unhappy with their service and that "I had no one to blame except myself"…her exact words. I informed her that my air conditioning was running prior to Quick-Kleen coming and has remained on ever since, which was their first suggestion at the time of service. The second suggestion was to use fans to dry the carpets. I’m sorry but I don’t feel it’s my responsibility to go out and purchase fans for the sole purpose of drying my carpets. No other carpet cleaning company makes that suggestion. If my carpets weren’t so saturated then fans wouldn’t be completely unnecessary. Nor do other carpet cleaning companies make the suggestion of spraying Lysol on the carpets to eliminate the odor, which was the third Quick-Kleen suggestion. I shared these suggestions with other reputable carpet cleaning companies and Quick-Kleen’s suggestions were both unfamiliar and very surprising to them. This situation is clearly was not my fault. I am out well over $300, and I had to hire another carpet cleaning company to re-clean and deodorize my carpets and essentially fix the problem Quick-Kleen created which was an additional expense to me. Quick-Kleen refused to accept my credit card when they arrived, although I had already given the receptionist my credit card information over the phone when I scheduled the appointment. But interestingly enough they cashed my check on the very day they performed the service. I asked for a full refund and was denied. Quick-Kleen did offer to come out and deodorize my carpets but at an additional cost to me…hardly an appealing offer!! Quick-Kleen provides poor product service and the worst customer service I have ever experienced! They blame the consumer instead of taking responsibility for their own incompetence. According to the customer service representative, Quick-Kleen did 25 other jobs that day. That’s an awful lot in one day… a perfect illustration of quantity over quality. After reading other reviews, saturating carpets seems to be what they do consistently well. If I’m guilty of anything, it’s not researching this company ahead of time.

Regards,

Review: We purchased a Living Social voucher for deck power-washing and staining from Quick-Kleen. They sent an estimator out to our home to see the deck and give us an estimate for the job. This person saw our deck in person and gave us the estimate. Since our deck was then painted red, we asked SPECIFICALLY if we needed to choose the same or similar color for it to look good. The estimator - and a representative on the phone - both assured us this was not the case and we could choose any color we liked and it would look good.When the team came out to do the job, they called me out of the house and told me that they were having trouble covering up the red. I couldn't really do much at the time, and since it wasn't really dry, I couldn't tell what the end result could be. When all was dry and on closer inspection, it was clear that the deck looked quite sloppy and unprofessional. It is streaky and the red is showing in many places. My husband actually laughed at it when he came home and saw this end result. The team left us some stain, but it's not really sufficient for the large fixes that would be required - it would be enough for touch-ups only. When I called the office to complain in the next few days, they at first said they would follow up with the team and the estimator. But after several more days of no response, I was referred to the main office. The customer service person there offered only to give us a discount/upgrade on further staining - for additional cost. They were not even interested in coming out to take a look at the job their people had done. I pointed out that it was only because their representatives had assured us that any color was ok that we had chosen a different color. We would have been happy to choose a red if we had been told that that was the only one that would look good. Now they were telling us that for $800 (a job we thought from the voucher would cost far less), we still could not have a professional-looking stain job.Desired Settlement: We would like a refund of part of the fee we paid. If it is a partial job, we should only pay a partial fee. Alternatively, if they would like to send out workers to improve the job they did and leave our deck in professional condition, then that would be fine also.

Business

Response:

We are replying to the customer complaint of [redacted]. We are attaching the

response that we sent out to her on October 10, 2013 by e-mail.

If there is any other information that you may need regarding this matter, please feel

free to contact us at ###-###-#### and we will be glad to assist you.

Quick-Kleen Home Cleaning Service

Subject: RE: deck issue

We’re very sorry to hear about your experience. When using a solid color stain, the price we

quote always includes one coat, because one coat will normally cover the wood

completely. The only circumstance where more than one coat may be necessary is if the

wood was not protected for a number of years and is very dried out. In this case, a second

coat may be necessary to completely cover the wood. I have not spoken to our crew about

the condition of the deck prior to us staining it.

However, if you’re not happy with the results, we can place a second coat of stain on your

deck at a reduced price. Please understand that the rate we charged did include one coat and

they did apply one coat to your deck. If indeed, the wood was very dried out, it would

definitely benefit you to have a second coat applied as this would further protect the wood for

many more years. We are at the very end of our deck season for this year, but we can place

you on the schedule If you decide within the next few days.

If you decide to have a second coat applied, we can offer you 40% off our regular rates, and

we will give you a free upgrade to the 5 to 15 year stain (our rates usually include the 3 to 5

year stain). You can call our local office at ###-###-#### and they wiLl be aware of this

offer.

Thank you,

Original Message

Subject: deck issue

Hi Quick Kleen -

We bought one of your Living Social deals to have our deck power washed and

stained. Your estimator guy came out, saw our deck and gave us an estimate.

Our deck was previously painted red so we asked him *speciflcally* at that time if

we needed to pick a similar color so that it would look good. I had also asked this

same question over the phone when I made the appointment. Both employees

told us that we could pick any color we wanted and it would look fine. So we

picked a dark grey color But when the team came out to do the work, they told

me in the middle of the job that they were having trouble covering the red. And

indeed, when it was all done and dried later in the day and in the couple days

after, we did see that it looks very streaky and there are a large number of spots

where the red is clearly visible. It looks extremely sloppy. I’ve been trying to follow

up with the local office and they finally today told me to contact you directly to see

what you can do to fix this.

Thanks so much,

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 reviewed appear below.

Regards,

The response they have sent is simply a copy of the email they sent me when I first complained to them directly. It is completely unacceptable. What they say there is that they offer one coat of stain and that is usually sufficient except in the case where the wood may be old or very dried out. In that case, you may need a second coat, they say. HOWEVER, they SENT SOMEONE to our house to give us an estimate and this person SAW OUR DECK and its condition. AT NO TIME did this person say that we would need a second coat to make the deck look finished and professional. AT NO TIME did this person suggest that we choose a similar color to what the deck was then painted in order for it to look good. In fact, as I've mentioned several times, we specifically asked that question and he said we could choose any color we liked. If he had made a point of either of these issues, we would have either a) had a better estimate of the price with a second coat and been able to take that into account or b) chosen that similar color so that it would look good even without a second coat.

Instead, what we got was a sloppy and unprofessional job. Note that in this email they say that they haven't even spoken to the crew. They have not at any time even bothered to send someone here to see what we are complaining about. We think that any reasonable person would agree, if they saw the deck now, that it is an incomplete job. So offering us the chance to spend more money to finish a job that we thought we were getting for the $800 we already paid is completely unacceptable.

Once again, I want to emphasize that Quick Kleen personnel did see our deck in order to give us an estimate, did assure us that any color was fine and never once mentioned that a second coat would be necessary for the deck to look good. We would, therefore, like a partial refund of our fee already paid OR for them to come and complete the job. Either way is fine.

We look forward to resolving this matter.

Business

Response:

[redacted] was not present for our initial estimate. It was explained to Mr. [redacted] that the wood on their deck was in very bad condition and that one coat may or may not cover the wood. We never really know if it will require a second coat until we apply the first coat. We at no time ever told Mr. or Mrs. [redacted] that one coat would be sufficient. It's all based on the condition of the wood. Their deck was not treated with any type of protective coating for several years. It was splintering in many areas and we even recommended sanding to smooth out some of the areas.

[redacted] must understand that her deck was neglected for at least ten years. Of course, she would like to have a second coat applied free of charge. There is no justification for us to apply a second coat free of charge. We already offered [redacted] a resolution to her problem by offering to place a second coat on her deck at 40% of our regular rates. We will hold this offer until the Spring of 2014.

She paid for one coat of stain and we applied one coat, she got exactly what she paid for according to our initial agreement. A second coat is not free of charge, its not Quick-KIeens fault that the wood was neglected for several years.

If you should have any questions, please feel free to contact us at ###-###-####

Consumer

Response:

This response is quite insulting and extremely un-customer-friendly. Quick Kleen is implying here that 1) My husband and I have not discussed this matter in detail (we have) and that 2) we are just trying to get something completely unreasonable for free (simply not true). We are simply trying to get what we thought we had already paid for and would be quite reasonable to expect for the more than $800 we paid for this service.

We do not recall the exact transcript of the conversation regarding the estimate, nor, we are sure, does the Quick Kleen representative who came to give the estimate. What we are sure about is that we received a written estimate for a job that the estimator told us would protect our deck and make it look good. We have only owned this house for 2 years, so we do not know how long the deck went without maintenance and we are not experts in this area. We trusted that Quick Kleen was. They mention that it is not their fault that the wood was neglected - that is completely true. However, it is their fault that they did not adequately and clearly give us options for addressing this issue with the service they were offering. They mention that they at no time told us that a second coat would be sufficient. We cannot verify if that is true or not - what we know is that the estimate they gave us recommended the option of sanding to improve the outcome (which we did accept and pay for). The estimate DOES NOT anywhere include an option such as "if a second coat is necessary, it will cost XYZ." This was not an option discussed as a real possibility, and frankly, we don't recall any mention of any number of coats - nor would it have occurred to us to ask. We thought Quick Kleen was giving us a quote for a professional staining job - period. What we did ask multiple times was this: "Do we need to pick a similar color so that the results will look good?" And we were told that no, that was not necessary. IF Quick Kleen thought that a second coat was a real possibility that was NOT covered by the price they were quoting us, we would have expected an answer like this: "Well, since your deck is not in great shape, we might have to give it a second coat and that will cost XX more money. However, if you want to stay with this deal you are buying, you could choose a similar color and then even if one coat is not perfect, it will still look good."

As the experts in this service, this would have been a very reasonable response from Quick Kleen - one that covered them and would have made us happy. We did not get that at all. Never. And, in fact, to this day, no one from Quick Kleen, to our knowledge, has even bothered to come by and look at the work their team did. We are telling you that visitors to our home have laughed at our deck when we say we got it professionally done. Quick Kleen does not seem to be concerned with the quality of their work whatsoever. It is simply shoddy and unprofessional.

We have given two options for resolving this matter that would be satisfactory to us. If Quick Kleen continues to maintain that we want something unreasonable for free, then do not choose that option. We would instead then insist on a refund of part of the fee we paid, since the job is poor, looks bad, and definitely is not worth what we paid for it. If they dispute this fact, they should send someone out to look at it.

Regards,

[redacted] and [redacted]

Review: I purchased a Groupon for 5 rooms of carpet steam cleaned. The advertisement and the printed voucher states "Valid only for up to 14'x15' room size (210 SQ. FT)." NOWHERE does it said that only "exposed areas" are cleaned or that it mean a "normally furnished" 14'x15' room. I was contacted 3 times by phone to get the time set up and to verify rooms being done and it was never mentioned then either. Upon the cleaning crew entering my house I was told that I was going to be charges $10 a room if I wanted the "entire" room cleaned and not just the "traffic areas". Then the cleaning crew told me that that is their policy and it is stated on my Grouon, I showed him the Groupon and nowhere could he show me where that was stated. He then said that it was online when I ordered, so I pulled it up online and again he could not show me where this was stated. I contacted their customer service and was told the same thing but again, nobody will answer the question of where this "policy" is stated.Desired Settlement: Just want other people to be aware of their hidden unstated "policy" and charges.

Business

Response:

Review: Quick-Kleen was hired to clean carpeting and furniture in my home. The quality of service provided was extremely poor. No effort was made to remove stains because the more expensive cleaning service was not purchased. There was no guarantee on the work provided because the lesser expensive service was purchased. Furniture was streaked and marks were left on love seat after cleaning and company would not come back to the home to look at the issue. Follow-up was only if the more expensive service was purchased. No attempt was made to satisfy the problem. I was told that they would come to look at the marks/streaks for a fee but would not guarantee what could be done, if anything, because I did not purchase the more expensive cleaning service. Customer service was not helpful or concerned about my problem. There were four workers who came to the house, three stood around and watched the ONE worker clean. I had to ask for areas to be redone because they were completely missed by the steamer. After they left, I noticed areas that were not even gone over with their machine. Even if the more expensive service was not purchased, the company should stand behind their work, especially if a customer is not satisfied. They just didn't seem to care once they had their payment.Desired Settlement: Since the company is not willing to come and look at the issue, I would like a full refund ($170.66). My carpeting does not look like it was cleaned, by any method. My furniture is now streaked and marked and looks worse than it did before it was cleaned by this company.

Business

Response:

February 7, 2014Revdex.com [redacted]RE: ID# [redacted]As stated to [redacted] 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 method. Against our crew’s best advice, she decided not to use the method that would have provided the best results. This 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 $35.00 service charge. We do not return to a customers home at no charge with the standard steam-cleaning method. Every customer is asked to check over the job before signing the Work Order Contract that the work was satisfactorily completed. After 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 purchased. With the deep cleaning method, we will return up to two weeks later at no charge.Thank you,Quick-Kleen Home Service

Consumer

Response: