Oak Mountain Body Shop, Inc.

On January 16, 2017, Mr*** had a cleaning performedThe evening of January 16, we received a call from Mr*** stating that he was unsatisfied with the cleaningWe told him that we would send a crew back to his home the following day to address any concernsThe following day, we sent a
crew to his homeNo one was homeWe called and left a message for Mr***Our crew waited and left a note of Mr*** door stating to please call usOn January 17, Mr*** called back into our call centerHe acknowledged that he did receive a phone call yesterday regarding our crew at his homeAfter that conversation, Mr*** provided us with an alternative number for our manager to contact himOur manager, Darrell, called both of those numbers and left messages asking Mr*** to contact him directlyWe are still waiting for him to contact usWe have no issue returning to his home to address any concernsHowever, he has yet to return our manager's phone calls or to schedule a return visit. No refund is warrantedWe are making every reasonable effort to contact Mr*** and address his concernsWe sent a crew back to his homeHowever, he was not homeWe have called him and left messages for him to return our callsOur manager has not received a return call from him yet. Thank you, *** ***President

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSome of the facts in the response are incorrect, such as me being quoted at $and me being given a correct email confirmation with that quoteThe email I received to cause a call back was because the CSA included bedrooms on her quoteRegardless, I talked to the Manager and offered to pay for the cleaning of the bedroom carpet and he told me he didn't need payment, that he'd rather have repeat businessThis claim is settled and should be resolved.
Regards,
*** ***

[redacted] contacted our call center on three separate occasions. All of these conversations were recorded and saved. One the first occasion, [redacted] was quoted $177, plus tax for a room and hall of hardwood to be cleaned.. On the second occasion, [redacted] added a room of carpet to be...

cleaned and deodorized. He was quoted $270, plus tax. On the third occasion, there was some confusion during the conversation and [redacted] was quoted $177 for the two areas of hardwood and the bedroom carpet cleaned and deodorized. He asked for an estimate to be emailed to him. One was. Once the CSA caught the issue and corrected it, a revised estimate was send to [redacted]. This occurred on July 4th. However, [redacted] still had the incorrect estimate with him. When our technicians arrived at his home, they asked for a coupon code to validate the $104 discount that [redacted] was requesting. When he was unable to provide a coupon code, we tried to investigate who may have approved such a huge discount. [redacted] became upset and asked our crew to leave. We still are not sure how such a huge discount was offered to [redacted]. Nonetheless, we did offer to come back out and clean the remaining areas of hardwood for [redacted]. However, he declined. In his complaint, he is requesting to have us clean the uncleaned areas for $177.41. He offered to do so and he declined. I do not know what else we can do for him.

Thank you for the opportunity to respond to this concern. Ms. [redacted] scheduled a cleaning appointment for the afternoon of November 18. Upon entering the customer's home, our technician, David, reviewed the areas of concern with the customer. In his notes, David mentioned, "The carpet has excessive...

soil filtration throughout the carpet. I explained to the customer numerous times that the soil filtration will lighten up during cleaning but won't look brand new. Also customer has some issues understanding the difference between dirt and wear. I explained to her that the carpet isn't dirty but worn."At this point the customer elected to have David proceed and clean the apartment. On November 24, Ms. [redacted] contacted our office and requested a full refund. We told Ms. [redacted] that we do not offer full refunds and would be happy to schedule a return visit to her home. She scheduled us to return on November 25th. She ended up cancelling that appointment. Then on November 27th, Ms. [redacted] contacted ouor office again asking for a full refund. Again, we declined and offered to return to her home and clean again. We scheduled an appointment for December 2.  On December 2, our manager Bill, went to Ms. [redacted] home and recleaned all of the areas. Bill observed the same issues that David observed. Ms. [redacted] has extensive soil filtration and wear leading down her hallway. She has soil filtration throughout all the rooms in her apartment. The concerns that Ms. [redacted] have expressed are not the result of improper cleaning or cleaning products.Filtration soiling is a term used to describe dark, grayish lines that may appear on carpet. This is not a carpet defect, but a situation in which dust, smog, and other airborne pollutants can accumulate on the carpet face fibers in areas with a concentrated flow of air over the carpet or through tiny cracks or other open areas under the carpet. The soiling condition can occur quickly or it may develop over a period of months or years. The level of soiling is dependent upon the volume of air flow and the level of pollutants in the air. Filtration soiling is not dependent on the quality of carpet selected. The condition will obviously appear more pronounced on lighter colorations than darker color tones. Filtration soiling areas may appear around baseboards, under doors, along the edges of stairs and possibly away from walls where plywood subflooring materials have been joined. Generally, the concentrated air flow will be from an upper level to a lower level of the home. In most cases, soil filtration leads to permanent staining. Wear is the product of foot traffic repeatedly over the same area. Those foot traffics (if carpet is not properly maintained) will prematurely wear out or "ugly out" carpet fibers resulting in dark traffic areas in heavily used areas in the home, For example, in hallways, in front of sofas, and around beds. Both soil filtration and wear are permanent with no known solution. In sum, Ms. [redacted] is not owed a refund. On both November 18 and December 2, our crews spent an hour and 45 minutes each trying to clean Ms. [redacted] carpet as best as possible. The soil filtation and wear were discussed with her prior to cleaning the initial time. We clearly explained those concerns and the potential results of the cleaning to her prior to cleaning. Ms. [redacted] acknowledged those risks and asked us to proceed. If Ms. [redacted] was not satisfied with explanation as to the possible outcome of the cleaning, she could have asked us not to clean and we will have gladly cancelled the appointment at no charge to her. Instead, we spent a total of 3 and a half hours between two crews trying to clean her carpet. And for our time, we do expect to be paid.  Thank you, Steve L[redacted]President

Complaint: [redacted]
I am rejecting this response because:
Their response was inaccurate, the lack of response was on Stanley Steemer's side. After filing this complaint, it finally spurred them to action. The issues have been resolved now, although it was never addressed as to why they did not do what they were supposed to do on the initial visit. Their attitude was one of "whoops, we got caught not doing our job, we better do what we are supposed to do now that we got caught". No appology for the great inconvience, no remorse for tyring to get away with an incomplete job. A partial refund was given, but I am still an unhappy costumer that will not use or recommend their services.Thank you Revdex.com for stepping in to get Stanley Steemer to finally respond to me, this issue can be closed. 
Regards,
[redacted]