Ace Chem-Dry

Initial Business Response /* (1000, 5, 2015/09/11) */
Ace Chem-Dry has been in business years - Chem-Dry as a whole has been in business over yearsPart of what has made us so successful is our fast drying timeTypical drying time is 1-hoursThat said, there are occasions when drying
time takes longer - We don't guarantee that it will be dry in hoursFactors can include the conditions inside the home (i.eif windows are open, and it is humid outside), if the carpet was heavily stained and we needed to use a lot of pre-spray, etc
Our technician Patrick, who has years experience, advised the customer on this job that the stains looked as though they had been set and had actually bleached the carpet in certain areas - probably caused by urine or cleaning suppliesBleached stains are different than dirty or soiled carpet, and no amount of pre-treatment is going to get them up
Regarding the movers situations, it is not advisable for movers to walk on the carpet without runners as they are going to dirty the carpet again - whether the carpet is dry or wetWe interact with several move out/move in situations a week and the typical experience for good movers is that they protect the carpet with booties or runnersWe cannot take responsibility for people walking on the carpet after we have already cleaned it
When contacted by the customer, we did agree to a reservice as a courtesy - with the understanding that we had a one hour arrival window, just as with the original cleaningThere was a total of appointments, not five - each time there was an issue with the technician, (Patrick for the first two, the owner himself for the last) getting ahold of the customer when we arrived inside the hour windowThe customer advised us that he was trying to meet us during his half hour lunch break and could be there in minutes, which by then was outside of the windowWe could not wait, as we have other customers & appointments to get to
A total refund is not justified in this situation because we did perform the cleaningThe re-service was not performed only because of the homeowner's scheduling issue, not because we were unwilling to do it
Initial Consumer Rebuttal /* (3000, 13, 2015/09/29) */
By the way - I would like this case to be re-openedWas traveling out of the country and was unable to respond
Final Business Response /* (4000, 15, 2015/10/06) */
Ace Chem-Dry has been in business years - Chem-Dry as a whole has been in business over yearsPart of what has made us so successful is our fast drying timeTypical drying time is 1-hoursThat said, there are occasions when drying time takes longer - We don't guarantee that it will be dry in hoursFactors can include the conditions inside the home (i.eif windows are open, and it is humid outside), if the carpet was heavily stained and we needed to use a lot of pre-spray, etc
Our technician Patrick, who has years experience, advised the customer on this job that the stains looked as though they had been set and had actually bleached the carpet in certain areas - probably caused by urine or cleaning suppliesBleached stains are different than dirty or soiled carpet, and no amount of pre-treatment is going to get them up
Regarding the movers situations, it is not advisable for movers to walk on the carpet without runners as they are going to dirty the carpet again - whether the carpet is dry or wetWe interact with several move out/move in situations a week and the typical experience for good movers is that they protect the carpet with booties or runnersWe cannot take responsibility for people walking on the carpet after we have already cleaned it
When contacted by the customer, we did agree to a reservice as a courtesy - with the understanding that we had a one hour arrival window, just as with the original cleaningThere was a total of appointments, not five - each time there was an issue with the technician, (Patrick for the first two, the owner himself for the last) getting ahold of the customer when we arrived inside the hour windowThe customer advised us that he was trying to meet us during his half hour lunch break and could be there in minutes, which by then was outside of the windowWe could not wait, as we have other customers & appointments to get to
A total refund is not justified in this situation because we did perform the cleaningThe re-service was not performed only because of the homeowner's scheduling issue, not because we were unwilling to do it
Final Consumer Response /* (2000, 17, 2015/10/16) */

August 13, 2016 As stated, we cleaned *** *** August 8th and received payment from her landlord the same dayOn August 9th, we were contacted by *** who stated she was unhappy with areasOur policy is that we offer a reservice as long as contacted within days, so we were
happy to come back outHowever, our first available appointment was Thursday the 11th - only two days away*** was unhappy and insisted we come back out that same dayThe call was ended with no resolution as *** absolutely refused to accept Thursday and we had no earlier timesHer landlord contacted us and advised that he would stop payment until we resolved the matterWe again advised him that we were happy to come back out but the soonest available time was Thursday the 11th*** accepted this time and we came back out and performed another cleaningPlease see the attached invoice as documentation. As far as the absurd racism allegation, it is bizarre to imply that the owner of our franchise, Ira, who is an African American man, has problems with African American peopleWe don't know where this came from and there is really no way to even reply to such a ridiculous statement. Amanda ***