We Clean Carpet

Initial Business Response /* (1000, 7, 2015/05/20) */
First I want to thank Mrs*** for her businessIt is our position that the damage that happened to the customer's carpet was not caused by our technicianThe technician warned the customer not to move any furniture on to the wet carpet
until it was dry to the touch of the handThe technician placed the piece of furniture that caused the damage on top of another piece of furniture and it was put on the wet carpet by the customer after the tech had leftAccording to the technician, he explained this to the customer multiple times and was only willing to attempt to remove the rust spot for customer loyalty and satisfaction purposesI was given the information, per the technician, that the customer was with the understanding that we we are not responsibleOur company received no further communication from the customer until almost exactly a year after the cleaningDue to the nature of our business, our guarantee requires that we receive a call regarding any dissatisfaction within the first hours of the cleaning taking place, not a year laterI have offered the customer a free room cleaning as a gesture to satisfy the customerThe customer declined
Initial Consumer Rebuttal /* (3000, 9, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business response is a blatant lie! The reason the business said we didn't communicate with them for a year is because we were communicating with their technician ChrisChris was out to the house a half dozen times over the year and tried several solvents, some non commercial, to try and remove the stainChris never told the business he was doing thisHe would always come after hours and try to fix itHe claims we moved the furniture from atop another piece of furniture and set it on wet carpetRidiculous! We don't have any other furniture in the bedroom besides the bed, and he did not put anything on the bedIt sounds to me like Chris was trying to cover up his mistake on the side after hours, as to not notify the business of his screw upOnce he realized he wasn't going to be able to remove the stain (after visits), he quit returning our phone callsThe technician also told us he would contact his boss for some type of settlementIt never happened! We were instructed by the technician to call his private cell number and not the businessThere are so many lies in the response from the business that I don't know where to beginDoes he really expect anyone to believe that the tech put the nightstand on the bed (the only other piece of furniture in the room), and we came into the room with wet carpet and took it off the bed and placed it on the wet carpetRIDICULOUS! I am not sure who is doing all the lying here, Chris or the business, since we have gotten conflicting stories from the ownerThe business is trying to protect him by saying they won't take care of the problem because it has been almost a full year since the damage occurredThe business claims their technicians are instructed not to move furniture, and then the business goes on to say that they put a piece of furniture onto another piece of furnitureThe only other furniture was our bed, and did the technican in fact MOVE THE FURNITURE! Again, RIDICULOUS! The business lied again when they said they offered a free cleaning of the room as a remedyThis is a lie! We don't want the room cleaned againWe just want the stain removedI can't do business with people that lie and make up stories to cover up their mistakesAnd no one else should do business with these type of people eitherIn the name of any kind of customer service, you would think the business would want to make things rightMost companies wouldGive us a refundWe are not asking for carpet replacement, although we shouldYou ruined our carpet and then spent a year trying to fix it, and when you couldn't, you decided to make up a story and lie about the cause of the damageWe are still looking for a refund for services you could not provideIf you value my business as you say you do, then compensate me for the damage you caused
Final Business Response /* (4000, 18, 2015/07/28) */
We cleaned the carpet on 4/29/We did not receive any correspondence from the customer in regards to any dissatisfactions until exactly a month later, on 5/29/The customer brought to our attention that she believed there was a stain on her carpet caused from our technician putting a piece of furniture on wet carpetEven though it was passed our guarantee period of hours we sent the same technician back to the home to look at the spotIn the technicians report to us he explained that he absolutely did not put the furniture in that spot as it would have made his cleaning process more difficult and would have had to go out of his way to work around the piece if it were in the location where the stain isHe "propped the piece" on another piece of furniture and left it thereFor customer loyalty purposes the tech attempted to remove the spot unsuccessfullyWe considered the matter settled as we did not cause the stain and received no further communication from the customerA whole year later the customer reached out to us again in an attempt to seek reimbursementWe explained to her that our position hadn't changed, we did not cause the stain and since it had been a year since the original cleaning, we could not offer a refundThe customer claims to have called the technician, who no longer works at this location, in an attempt to reach usThe phone number that she called originally to place the appointment, call us for the initial complaint a month later, and is both on her invoice, in her email from us and on our website should have been utilized to communicate her concernTo regain the customers loyalty, we are willing to send another technican out to attempt to remove the stain with additional, more aggressive techniques However, we are not accepting responsibility for the creation of the stain
Final Consumer Response /* (3000, 20, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its funny that when I did finally get you to pick up your phone, you did not know much about our situation, but now you are so well versedWOW!! Yes, it has been a year of working with your technician to try and repair the damage he causedWe put our trust in your company to do what was right, followed his directions on how to resolve the issue that he caused and now you say he no longer works for you and we caused the damage? Your willing to, again, come out and try to remove the stain with more aggressive techniques?? What was your tech doing the six times that he came out with non residential chemicalsOur pets were not allowed in the room, that is how strong they were, we were told!! It was a FULL YEAR of dealing with this issue and we came to realize the stain was not going away, so all we asked for was a reimbursement of the what we were charged for a service that did not happenBelieve me, my time is much more valuable than wasting it writing about your companyBut, I just want those future customers that are looking for recommendations see just how you handle a customer experienceWhat is it that you guarantee in your "hour period"? GREAT companies stand by "customer satisfaction guaranteed" But, you are not even a good company because when you don't want to stand by your service, you call your customers liarsYou should have been responsible and replaced our carpeting, but all I asked for was the reimbursement of service chargedIts too bad that you do not value customer feedback as a way to better your company, to learn from your mistakesAgain, GREAT companies are built on customer satisfaction, customer feedback and RETURN business, all of which you are lackingI have no desire to continue in this forumIf you want to do what is right, call me!!

Customer called on 3/10/to set an appointment for cleaning on 3/21/16. Customer called over a week later, on 3/29/to complain about the carpet cleaningEven though it was past our hour window to call with concerns about the cleaning, we set up appointment for 4/4/When the
technician arrived, he assessed the carpet and offered to re-clean the areas the customer was concerned withThis offer was declined due to the customers time constraintsAnother two appointments were set up, one on 4/11/and another over months after the cleaning, on 6/6/Both of these appointments were canceled by the customerI received a call from the customer on Friday 11/21/16, months to the day after her initial cleaning asking for us to come clean her carpet for freeNow there is no possible way we could warranty our service that long after the original cleaningI explained to her that we were trying to be as accommodating as possible with the other appointments, even though it was past our warranty period of hours that she agreed to and signed for (attached) but we would not be able to clean her carpet for freeI offered to clean the rooms at a discounted rate, she declined and threatened to contact the Revdex.comI hope that the Revdex.com will stand by our business and remove this unwarranted complaint from our records

I did not see his requested resolutionI only read the complaintWe did refund the customer for the room that was taken offThanks

I am rejecting this responseI have not gotten compensated for the amount owed and because of that I'm rejected the companies explanation the company has not issued credit

We do not finalize payment until after the work has been completed. We do, however, get an approval from our card processor informing us if the payment method is valid or not before we start work.