Adobe Carpet Cleaning

As you know, Abobe Carpet Cleaning has been cleaning carpet and other services in the Valley for over twenty yearsWe enjoy an enormous customer base and clean for over households annually Valley wideWe realize some customers have high expectations which we strive to satisfy with every cleaning appointmentHowever, there are some customers that have unrealistic expectationsA tiny minority of which even go out of their way, it would seem, to secure free cleanings by complaining about this or that and not allow a remedyAny reasonable person would allow the chance to make it right whatever the complaint is.In this case I am amazed at the length taken regarding from what the initial complaint was of carpet fibers left on the baseboards to spots which are and pre-exsisting spots from pets stainsAlong with dark areas on the stairs which are missing fibers from wearI will answer all the points alleged by the customer and I will also include a narrative from the service technician who was there and performed the cleaning.INITIAL CONACT AND SETTING THE APPOINTMENTMs [redacted] called the office after having purshased a discounted Voucher for carpet cleaning It was for four rooms and a hall She had some stairs and wanted to include them instead of the hall We informed her there were no substitutions and that stairs cost more than a hall anyway at $per stair We could add the stairs to the ticket but would extend a discount and charge only $for the stairs instead of the regular price of $assuming they had an average count of She agreed and a time and day was set for the cleaning for Friday the 12th of June at 2:00pm.DAY OF THE CLEANING (The following is a narrative from the service technician that performed the cleaning.)The husband and children were home, she was not After having me wait at the door while he put the dog out, he handed me the voucher which was for $pre-paid non-refundable and the pre-written check for the stairs in the amount of $ right awayI suspect this was because the couple wished me to overlook that the loft is actually greater than square feet as was stipulated on the voucher as the maximum room size, and additional area would be counted as an extra roomI explained our four step process using our brochure that we pre-vacuum, pre-treat spots and stains, perform a dry-foam cleaning, and groom the fibers afterward I noticed the carpet had a peculiar odor so I recommended a disinfectant/germicide treatment which would prevent any spots we get out from coming back, and he declinedThat is when I had him initial an addendum to the ticket that "no d/g was used, return spots not guaranteed." He asked me to move a sofa and a bed in the loft area and clean under them, which I did, and there were dog-poop spots under each of them which I successfully removed at no additional costThere was what appeared to me to be a pet urine spot that I treated with Tannin and an enzyme disinfectant at no extra cost in addition to the regular pre-treat, and it remained as well as red spots which appeared to be nail polish in the loft area and the girls bedroomThose are pre-existing conditions which are not guaranteed as stated on the invoice the man signed at the beginning of the job by full signature and after the job was completed to his satisfaction by his signatureAll the areas and the stairs were thoroughly vacuumedPet hair continued to come out of the carpet during the cleaning from deep in the carpetIt looked as if the carpet had never been vacuumed or cleaned beforeThere was pre-existing wear especially on the stairs and in the traffic areas I was able to restore the matted areas upstairs after scrubbing the areas several timesThe stairs had seen better days and unfortunately, too many fibers were missing or worn and the middle looks dark because it is less dense in fiber than the edgesMy helper was instructed to wipe the baseboards and collect visible lint from the cleaningAfter we left the house to load our equipment in the vehicle, the man came out and said that everything looked good, except he wanted us to come back in and see if we couldn't get more pet hair out of the stairs, so we obliged until he said he was satisfiedOf course the customer is entitled to a free re-clean at no cost for any reason within the first days as specified on the invoice the man signed twice, as the sole remedy I have no problem attending to that for them and I even personally called and left a voice mail which hasn't been returned so far as I knowIt sounds to me as if they are attempting theft of service My helper and I spent at least an hour and a half of hard work including moving their furniture, how dare they try to pull something like this p.s.-there was a pet urine spot in the downstairs bedroom alsoThe voucher was for the loft and three bedroomsLet me stress that the loft was greater than square feet which is greater than what the voucher allowsStill, I didn't charge for the extra square footage which would have been counted as an extra roomHer statement that the check was cashed right away is fraudulent and totally falseI still had more appointments after that and the check rode around with me until I turned in my paperwork along with customer payments to the office that night It would have been impossible to have "cashed the check immediately after leaving the house" An after hours deposit possibly even posting the next dayShe is beginning to look like a con-artist She might not have been present for her scheduled cleaning on purpose There is a similar fraudulent claim on [redacted] dated 6/12/from a " [redacted] **" If I'm not mistaken that is the man who authorized the cleaning and signed off as all services performed to his satisfaction We might want to check the invoice and see if we have a matchI thought I would mention that there was a lot of yelling going on between him and his teenage sons who were arguing with the daughter about whose turn it was to do dishes It took me by surprise because they had so many religious symbols and bible verses on their walls that such a battle would be going on When she talks about judging a book by its cover, it sounds a little like insecure projection to meMy assistant and I performed cleaning services that I thought came out well for a carpet in that conditionI can not put the wear back in the carpet and make it look newer than it is Had the carpet received proper maintenance during its lifetime it would have come out better Even regular vacuuming would have done wonders Still, as our guarantee states I remain more than happy to reclean whatever areas that are of concern Let me knowThank you.OVERVIEWThe customer bought a voucher, requested more cleaning than the voucher covered at an additional fee, made an appointment, had payment ready upon arrival Which, by the way is a requirement for the voucher as it states on the voucher under Instructions line #3, (SEE ATTACHED)Interestingly, Ms [redacted] secured a refund of the voucher by fraudulent meansThere is an option on the [redacted] website for a customer to request a refund by way of a "self service" tab if done within seven days of purchase(The voucher was purchased on the 8th of June.) By clicking on the tab the customer would certify that the voucher is unused and then request a refundMs [redacted] not only misrepresented the situation by certifying the voucher was unusedBut did so, I am told, that very evening after the cleaningHer refund for the voucher was then processsed and credited the next day on the 13th of June.If that weren't enough, Ms [redacted] then called our office and proceeded to pick a fight with our field manager The context of the conversastion she relays did not happen What did happen was, the field manager said he personally would go out and inspect the job that was done and do a complete reclean and at no charge, of courseDuring her response to that she then spoke out of context and out of the blue, out of nowhere, started saying, "why are you cussing at me?", "I'm not cursing at you why are you cussing at me?", as she is asking this odd question entirely out of the context of the conversationThe field manager was taken back and asked , "what are you talking about, I'm not cussing at you I just want to make it right with you and make you happy." The presumed husband/ boyfriend then took the phone from Ms [redacted] and began scolding the field manager for "disrespecting" his wife/girlfriend whatever The man said he didn't appreciate that and then hung up.Odd to say the leastEveryone at the office in the room just looked at each other, puzzled, and asked what just happened? This was weird in the first degree! It fits the mold of someone setting a situation up for a particular outcomeLike in a movie I once saw where a woman would scream loud enough for someone to hear in another room, stop! stop! stop!, so that she could accuse someone who's in the room with her of abuse or somethingThese people did not want to complain in order to be satisfied finally with a carpet cleaning service They wanted to complain and create a situation in order for which a resolution might be impossible by making it personal This, no doubt, was planned.CONCLUSIONI find this whole episode abhorrent in it's entiretyMs [redacted] received a refund of $from the voucher, by fraudulent means, and that is all she is gettingShe even misrepresented to The Revdex.com of the cost of the voucherShe said it was $not $Although misunderstandings do sometimes occur In this case, a fully itemized invoice was signed off on by the customer at the time of the cleaningNot only once, but was signed off three timesOnce to authorize the cleaning to startThen to acknowledge and refuse the use of a pet treatment for pet stainsAnd finally to acknowledge the completion of the cleaning and satisfactionBecause of the facts outlined aboveAn additional refund of what was already obtained, by fraudulent means, can not be consideredMoreover, the 14-day guarantee is hereby forfeited pursuant to the Terms and Conditions as stated on the voucher It is unfortunate that we have to take such a hardline stanceBut, fortunately, The Revdex.com exists to not only protect consumersBut also businesses from unscrupulous clients In the over years in business, this is the only time we have run across such a clientAlthough, all the red flags were present surrounding this appointment of there being a potential problemWe still performed the services in good faith hoping that they too were operating in good faith Presently, this customer has defamed our company falsely by posting narratives on review websitesAnd has, in our opinion, committed fraud and theft of servicesBoth of which are felonies which could result in arrest should we push the issueWe are currently exploring our options to remedy the situation legally should they continue with this fraudulent activityAt this point, they should pat themselves on the back for fallaciously scheming a free cleaning and hope we don't pursue other remedies

01/10/WICKENBURG ANSWER In response to the complaint received from [redacted] The rooms that were cleaned were a Living room, Family room, one bedroom, Stairs and a hall To access these areas one would bring their equipment through the front door through the front hall which has manufactured laminate wood floors The carpeted areas are sunken two steps from the front hall We were there approximately just under two hours cleaning We use a non residue dry foam, we do not steam clean Less than a gallon and a half of water was used to clean the entire area described above The amount of water necessary to have been left on the floor to sustain damage that [redacted] describes would not only have to have been left there far more than the less than two hours we were there And for an extended amount of time for there to be swelling seams, trim to fall off, and water to push up in the seams But the amount to do this would far exceed the amount of water we used to clean the carpet Which, by the way, was dry in two hours after we left Any water of this magnitude, however, would have ran off into the sunken areas rather than puddling or pooling on top of the laminate floor in the front hall This would prevent the carpets from drying in the two hours that they did [redacted] has no complaint as to the results of the carpet cleaning Regarding the rug in the front hall alledgedly being soaked That is not possible Upon inspection when we returned to see what they were talking about This rug would have sustained water damage had it been soaked, further more, there would have been damage underneath where the rug was sitting There was no such damage evident upon inspection This rug was not cleaned during our visit While, it is true that the woman there was wiping up drip marks on the front hall with a towel We can only attribute this to the wheels of the machine being wheeled out the front door The technicians assistant saw the woman doing this and immediately told her that he would wipe up the drips These drips amounted to maybe a teaspoon full of moisture if it were to all be put in one container Hardly enough to cause any damage, and it was wiped up right away and not left to sit The most damage that this tiny drip would cause is maybe a smudge spot similar to a smudge on a glass coming out of the dishwasher not running through a full cycle We estimate that the laminate flooring is about years old Laminate flooring is extremely durable Protected by a tough external layer and resin coating, a laminate floor is much stronger, and more scratch-resistant, impact-resistant and longer lasting than any hardwood, vinyl, or carpetIt’s virtually resistant to dogs, cats, kids and even high heels Laminate flooring is stain, fade, and moisture resistant Most laminate flooring manufacturers offer extensive warranty protection against stains, fading, and moisture damageHardwood floors, on the other hand, are subject to wood grain staining, fading in sunlight, and can scratch and dent easily Laminate flooring is easy to clean and maintain Laminate’s superior stain and moisture-resistant surface coating makes spills and other messes easy to handleThis special surface doesn’t require waxes or varnishes to keep it looking great Bottom Line Laminate flooring can get wet--with restrictions The surface of the laminate planks is 100% waterproof It is the edges that are the problem It takes about hours for exposed-edge laminate flooring to begin to swellAfter soaked laminate has fully dried, it does not return to its original dimensions Mop standing water quickly, as water can migrate into laminate's edge seams if they're exposed So, What Happens When Laminate Edges Do Get Wet? ANSI Standards Section 3.2, Thickness Swell, dictate that laminate flooring should be submerged fully under water for hours for a complete test This test spanned just hours Laminate flooring with open edges will maintain its original dimension after about hours of water exposure After hours, the laminate begins to soak up water Industry Test strip: The test strip is soaked in room temperature water for two hours After removal, the test strip has maintained its original 5/16" thickness The upper two layers of lamination--the wear layer and decorative layer--have not been affected The bottom melamine layer is completely unaffected After another hours (for a total of hours) in room temperature water, the test strip has darkened because it soaked up a little bit of water, but dimensions have not increased enough to be measurable Upper layers and bottom melamine are still in good condition After being subjected to temperatures ranging from to degrees Fahrenheit and constant water for minutes, the laminate has finally given in Thickness has increased from 5/16" to 7/16" Lamination is warped, with the edges curling and peeling off Because laminate is a dense fiberboard, it takes over hours to dry Installed laminate flooring may take weeks to dry After complete drying, the laminate remains swollen It does not return to its original dimensions Inspection of the customers floor did not reveal any adverse conditions They were not subjected to any of the situations described above that would be necessary to sustain damage described by claimant as indicated in the attached photos Also, remember, the claimant called our office almost immediately after the cleaning was done Not enough time for the damage to occur even if it was submerged in water The claimant would have had to be wading in standing water for an extended period before it started to seep in the floor and cause damage However, any water able to puddle or pool and stand in the entry hall would have ran off in to the lower sunken areas that we cleaned leaving the carpets soaked for days on end Therefore, we disclaim any liability to whatever damage claimant alleges Furthermore, if there is any damage to the floor, such damage is a pre-existing condition not attributable to our cleaning visit While some accidents do sometimes occur In this case, it is utterly impossible for us to have been the cause of whatever damage the claimant alleges Respectfully Submitted, Anthony T***

This complaint has been received and a response is forthcoming 01/10/
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normaltext-autospace:none">WICKENBURG ANSWER
In response to the complaint
received from *** ***. The rooms
that were cleaned were a Living room, Family room, one bedroom, Stairs and a
hall. To access these areas one would
bring their equipment through the front door through the front hall which has
manufactured laminate wood floors.
The carpeted areas are sunken two steps from the front hall. We were there approximately just under two
hours cleaning. We use a non residue dry
foam, we
do not steam clean. Less than a gallon and a half of water was
used to clean the entire area described above.
The amount of water
necessary to have been left on the floor to sustain damage that *** *** describes would not only have to have been left there far more than the less
than two hours we were there. And for an
extended amount of time for there to be swelling seams, trim to fall off, and
water to push up in the seams. But the
amount to do this would far exceed the amount of water we used to clean the carpet. Which, by the way, was dry in two hours
after we left. Any water of this
magnitude, however, would have ran off into the sunken areas rather than
puddling or pooling on top of the laminate floor in the front hall. This would prevent the carpets from drying in
the two hours that they did. *** *** has no complaint as to the results of the carpet cleaning
Regarding the rug in the
front hall alledgedly being soaked. That
is not possible. Upon inspection when we
returned to see what they were talking about.
This rug would have sustained water damage had it been soaked, further
more, there would have been damage underneath where the rug was sitting. There was no such damage evident upon
inspection. This rug was not cleaned
during our visit
While, it is true that the
woman there was wiping up drip marks on the front hall with a towel. We can only attribute this to the wheels of
the machine being wheeled out the front door.
The technicians assistant saw the woman doing this and immediately told
her that he would wipe up the drips.
These drips amounted to maybe a teaspoon full of moisture if it were to
all be put in one container. Hardly
enough to cause any damage, and it was wiped up right away and not left to
sit. The most damage that this tiny drip
would cause is maybe a smudge spot similar to a smudge on a glass coming out of
the dishwasher not running through a full cycle
We estimate that the laminate flooring is about years old. Laminate flooring is extremely durable. Protected by a tough external layer and resin
coating, a laminate floor is much stronger, and more scratch-resistant,
impact-resistant and longer lasting than any hardwood, vinyl, or carpetIt’s
virtually resistant to dogs, cats, kids and even high heels
Laminate flooring is stain, fade, and moisture resistant. Most laminate flooring manufacturers offer
extensive warranty protection against stains, fading, and moisture damage
Hardwood floors, on the other hand, are subject to wood grain staining, fading
in sunlight, and can scratch and dent easily
Laminate flooring is easy to clean and maintain. Laminate’s superior stain and
moisture-resistant surface coating makes spills and other messes easy to
handleThis special surface doesn’t require waxes or varnishes to keep it
looking great
Bottom Line. Laminate flooring can get wet--with restrictions. The surface of the laminate planks is 100% waterproof. It is the edges that are the problem. It takes about hours for exposed-edge laminate
flooring to begin to swellAfter soaked laminate has
fully dried, it does not return to its original dimensions. Mop standing water quickly, as water can migrate
into laminate's edge seams if they're
exposed.
So, What Happens When Laminate Edges Do Get Wet?
ANSI Standards Section 3.2, Thickness Swell, dictate that laminate
flooring should be submerged fully under water for hours for a complete
test. This test spanned just hours
Laminate flooring with open edges will maintain its original dimension
after about hours of water exposure.
After hours, the laminate begins to soak up water
Industry Test strip:
The test strip is soaked in room temperature water for two hours. After removal, the test strip has maintained
its original 5/16" thickness. The
upper two layers of lamination--the wear layer and decorative layer--have not
been affected. The bottom melamine layer
is completely unaffected
After another hours (for a total of hours) in room temperature
water, the test strip has darkened because it soaked up a little bit of water,
but dimensions have not increased enough to be measurable. Upper layers and bottom melamine are still in
good condition
After being subjected to temperatures ranging from to degrees
Fahrenheit and constant water for minutes, the laminate has finally given
in. Thickness has increased from
5/16" to 7/16". Lamination is
warped, with the edges curling and peeling off.
Because laminate is a dense fiberboard, it takes over hours to
dry. Installed laminate flooring may
take weeks to dry.
After complete drying, the laminate remains swollen. It does not return to its original
dimensions
Inspection of the customers floor did not reveal any adverse
conditions. They were not subjected to
any of the
situations described above that would be necessary to sustain damage
described by claimant as indicated in the attached photos. Also, remember, the claimant called our
office almost immediately after the cleaning was done. Not enough time for the damage to occur even
if it was submerged in water. The
claimant would have had to be wading in standing water for an extended period
before it started to seep in the floor and cause damage. However, any water able to puddle or pool and
stand in the entry hall would have ran off in to the lower sunken areas that we
cleaned leaving the carpets soaked for days on end.
Therefore, we disclaim any liability to whatever damage claimant
alleges. Furthermore, if there is any
damage to the floor, such damage is a pre-existing condition not attributable
to our cleaning visit. While some
accidents do sometimes occur. In this
case, it is utterly impossible for us to have been the cause of whatever damage
the claimant alleges
Respectfully Submitted,
Anthony T***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.First and foremost I want to acknowledge that this will be my final response regarding this matter, as *** *** provided excellent customer services and fulfilled their ‘satisfaction guaranteed’ promise for a full refund and some incentives on their end, in regards to the voucher specificallyI have never mentioned a voucher refund for $in my complaint (even though the voucher from *** *** states $I only paid $due to a $rewards credit from *** *** that was used and also the carpet cleaning offer being up for an additional $off the service if bought within “the next minutes” at the time of the purchase.) I can assure you that I am not a “con” or “getting over” on anyoneI was credited back $48, which is what I paidAlso, when I contacted *** *** I made it VERY clear to them that the voucher was used and I provided a detailed explanation of the reason I was requesting a refund…even following the service(ALL of this, including my honesty and refund is documented and within their records and mine, just in case there may be any further questions.) *** *** has a 100% satisfaction guarantee, which means I have every right to contact themI also ensured on 6/15/when I contacted the Revdex.com that I was now only requesting the $refund, as the rest was already taken care ofIn regards the the room size and the loft size….the loft is approx sq ft (even smaller than the size of the master bedroom.) Again, this is something that is a fact and I would not be able to alter….so the idea of misrepresenting or trying to get more for my money is inaccurate Adobe feels that they did me a favor my working on a loft that was over sq ft, then it was a different loftThe size of the area is not able to be alteredIn regards to the downstairs bedroom…again, this is something that we do not haveThe rooms are upstairsThere are no small or large couches upstairs that require movingThe response must be referencing another homeThe response also spoke to teenage boys that were arguing,yelling with a daughter and religious artifacts and Bible quotes on the wall….once again this must be another homeThere are no teenage boys in the home (nor are their multiple older men in the home) and the young girl is not even old enough to complete dishesSome walls have family photos up but there are no Bible Quotes up on the walls around the houseWe have some crosses up; however I am not sure what difference that makesNone of these things have to do with the complaint or lack in quality of serviceThis again is unprofessional and judgmental if you are implying that I should not have the right to be dissatisfied with service if I am religious or notReligion has nothing to do with the quality of work to be preformedI would like to point these things out as I can see now that Adobe Carpet is not about their quality of work, nor are they able to work with a customer through a legitimate concern, but rather it is a very unorganized business that will turn a customers concern into a very serious matter, and personalize it in a way that leads to presumptions that are very serious matters (including linking a claim regarding poor customer service and a poor quality of work to something “like a woman screaming ‘stop” and implying abuse. *Abuse (physical or verbal) is a very serious matter and is not something that should be taken lightly, nor is it an accusation or presumption that should be implied onto anyoneI can speak to this directly as this is the exact population of youth and adults that I work with and these are the exact things that we work to ensure do not occurMy making a claim that I have regarding a dissatisfaction in service and comparing it to something of the nature of abuse is highly inappropriate and I would recommend that the company look at their policy on this for future concerns that might arise with other customers. Again, I did not personalize the matter as Adobe stated I didI spoke to the fact that the customer service was poor and the follow up with the supervisor was even worseHe was the one that personalized it by talking about his age and everyone being entitled to make mistakes….followed by saying that I told him “hell no, we don’t want to give you the chance to come out and make it right.” This was never said by me. Regarding the check being available at the time of service (I am not married as again another presumption was made); however I do work hard and was the one paying for the service therefore I left the check home so that it could be provided when the service was completedThis is not unheard of and it definitely does not imply that someone is a “con-artist.” Just because someone is at work on a mid-day Friday and they leave the form of payment at the home with a family member that is present while the service is completed it does not make them a con-artist. I have every right to file a complaint when the service is not satisfactory in my opinion and I have the right to my opinionContacting a supervisor does not equate to “picking a fight” The supervisors job is to field any concerns or complaintsI also have the right to decline having the tech come back out to the home when I feel that the service should have been completed the right way the first timeI have the right to request a refund as I work hard for my money and I expect to get the quality of service that I pay forI can see that I am not the first dissatisfied customerI understand that it is part of business and not everyone will be happy; however I do not feel that I need to take another day off of work or be home to have a second chance to do the job that was paid to be done right the first timeIf I do not receive the $back (which it appears I will not) that is fine; however I still would strongly ask that the company look at the way they respond to customers and the concerns that I noted above regarding personalizing, making statements about other families and homes when they are not the customer that is being dealt with (as all of that can be proven…size of room, location of rooms, siblings vs no siblings, decor and religion depicted in the home and possible projection of abuse that may be occurring.) These are all factual things that were stated inaccurately and again had nothing to do with the service, nor should they. Regards,*** ***

They are wrong on many areasMostly on the part where he said if the 8xrug was wet like we said, under the rug would be damagedThat it was not damaged thereThat is where the biggest damage wasAt lease planks of wood have seems that are swelling right under that rug The swelling has gone down some as its dried outThat proves it was recently wet and not old damageThe floors or years old, but look great other than the swelling seemsThe damage was in spots biggest damage exactly were he said there was none

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The owner of Adobe Carpet came to myhome yesterday and
reimbursed me Apparently, a check was issued to me, which I never received, because it went to the wrong address and was cashed by someone. All this time, Adobe thought it had been taken care of I want to thank the owner of Adobe for coming to my home yesterday. I also was given a beautiful bouquet of flowers Please take them off of the negative list.
Regards,
*** ***

Dear Revdex.com,We are researching this complaint and will respond as soon as possible. Thank you,Anthony T***

[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 would be satisfactory to me as long as they take action and I hear from them. As I stated in my complaint, I have attempted to contact them and their phone number has been disconnected I will wait for the business to contact me as identified above, and, if it does, and they deliver as agreed, I will consider this complaint resolved
Regards,
Kellie F*

As you know, Abobe Carpet Cleaning has been cleaning carpet and other services in the Valley for over twenty years. We enjoy an enormous customer base and clean for over 6000 households annually Valley wide. We realize some customers have high expectations which we strive to satisfy with every...

cleaning appointment. However, there are some customers that have unrealistic expectations. A tiny minority of which even go out of their way, it would seem, to secure free cleanings by complaining about this or that and not allow a remedy. Any reasonable person would allow the chance to make it right whatever the complaint is.In this case I am amazed at the length taken regarding from what the initial complaint was of carpet fibers left on the baseboards to spots which are and pre-exsisting spots from pets stains. Along with dark areas on the stairs which are missing fibers from wear. I will answer all the points alleged by the customer and I will also include a narrative from the service technician who was there and performed the cleaning.INITIAL CONACT AND SETTING THE APPOINTMENTMs. [redacted] called the office after having purshased a discounted Voucher for carpet cleaning.  It was for four rooms and a hall.  She had some stairs and wanted to include them instead of the hall.  We informed her there were no substitutions and that stairs cost more than a hall anyway at $4.00 per stair.  We could add the stairs to the ticket but would extend a discount and charge only $42.00 for the stairs instead of the regular price of $72.00 assuming they had an average count of 18.  She agreed and a time and day was set for the cleaning for Friday the 12th of June at 2:00pm.DAY OF THE CLEANING                                                                                                                                                                           (The following is a narrative from the service technician that performed the cleaning.)The husband and children were home, she was not.  After having me wait at the door while he put the dog out, he handed me the voucher which was for $65 pre-paid non-refundable and the pre-written check for the stairs in the amount of $45  right away. I suspect this was because the couple wished me to overlook that the loft is actually greater than 200 square feet as was stipulated on the voucher as the maximum room size, and additional area would be counted as an extra room. I explained our four step process using our brochure that we pre-vacuum, pre-treat spots and stains, perform a dry-foam cleaning, and groom the fibers afterward.  I noticed the carpet had a peculiar odor so I recommended a disinfectant/germicide treatment which would prevent any spots we get out from coming back, and he declined. That is when I had him initial an addendum to the ticket that "no d/g was used, return spots not guaranteed." He asked me to move a sofa and a bed in the loft area and clean under them, which I did, and there were dog-poop spots under each of them which I successfully removed at no additional cost. There was what appeared to me to be a pet urine spot that I treated with Tannin and an enzyme disinfectant at no extra cost in addition to the regular pre-treat, and it remained as well as red spots which appeared to be nail polish in the loft area and the girls bedroom. Those are pre-existing conditions which are not guaranteed as stated on the invoice the man signed at the beginning of the job by full signature and after the job was completed to his satisfaction by his signature. All the areas and the stairs were thoroughly vacuumed. Pet hair continued to come out of the carpet during the cleaning from deep in the carpet. It looked as if the carpet had never been vacuumed or cleaned before. There was pre-existing wear especially on the stairs and in the traffic areas.  I was able to restore the matted areas upstairs after scrubbing the areas several times. The stairs had seen better days and unfortunately, too many fibers were missing or worn and the middle looks dark because it is less dense in fiber than the edges. My helper was instructed to wipe the baseboards and collect visible lint from the cleaning. After we left the house to load our equipment in the vehicle, the man came out and said that everything looked good, except he wanted us to come back in and see if we couldn't get more pet hair out of the stairs, so we obliged until he said he was satisfied. Of course the customer is entitled to a free re-clean at no cost for any reason within the first 14 days as specified on the invoice the man signed twice, as the sole remedy.  I have no problem attending to that for them and I even personally called and left a voice mail which hasn't been returned so far as I know. It sounds to me as if they are attempting theft of service.  My helper and I spent at least an hour and a half of hard work including moving their furniture, how dare they try to pull something like this.      p.s.-there was a pet urine spot in the downstairs bedroom also. The voucher was for the loft and three bedrooms. Let me stress that the loft was greater than 200 square feet which is greater than what the voucher allows. Still, I didn't charge for the extra square footage which would have been counted as an extra room. Her statement that the check was cashed right away is fraudulent and totally false. I still had more appointments after that and the check rode around with me until I turned in my paperwork along with customer payments to the office that night.  It would have been impossible to have "cashed the check immediately after leaving the house".  An after hours deposit possibly even posting the next day. She is beginning to look like a con-artist.  She might not have been present for her scheduled cleaning on purpose.  There is a similar fraudulent claim on [redacted] dated 6/12/15 from a "[redacted]"  If I'm not mistaken that is the man who authorized the cleaning and signed off as all services performed to his satisfaction.  We might want to check the invoice and see if we have a match. I thought I would mention that there was a lot of yelling going on between him and his teenage sons who were arguing with the daughter about whose turn it was to do dishes.  It took me by surprise because they had so many religious symbols and bible verses on their walls that such a battle would be going on.  When she talks about judging a book by its cover, it sounds a little like insecure projection to me. My assistant and I performed cleaning services that I thought came out well for a carpet in that condition. I can not put the wear back in the carpet and make it look newer than it is.  Had the carpet received proper maintenance during its lifetime it would have come out better.  Even regular vacuuming would have done wonders.  Still, as our guarantee states I remain more than happy to reclean whatever areas that are of concern.  Let me know. Thank you.OVERVIEWThe customer bought a voucher, requested more cleaning than the voucher covered at an additional fee, made an appointment, had payment ready upon arrival.  Which, by the way is a requirement for the voucher as it states on the voucher under Instructions line #3,  (SEE ATTACHED). Interestingly, Ms. [redacted] secured a refund of the voucher by fraudulent means. There is an option on the [redacted] website for a customer to request a refund by way of a "self service" tab if done within seven days of purchase. (The voucher was purchased on the 8th of June.) By clicking on the tab the customer would certify that the voucher is unused and then request a refund. Ms. [redacted] not only misrepresented the situation by certifying the voucher was unused. But did so, I am told, that very evening after the cleaning. Her refund for the voucher was then processsed and credited the next day on the 13th of June.If that weren't enough, Ms. [redacted] then called our office and proceeded to pick a fight with our field manager.  The context  of the conversastion she relays did not happen.  What did happen was, the field manager said he personally would go out and inspect the job that was done and do a complete reclean and at no charge, of course. During her response to that she then spoke out of context and out of the blue, out of nowhere,  started saying, "why are you cussing at me?", "I'm not cursing at you why are you cussing at me?",  as she is asking this odd question entirely out of the context of the conversation. The field manager was taken back and asked , "what are you talking about, I'm not cussing at you I just want to make it right with you and make you happy."  The presumed husband/ boyfriend then took the phone from Ms. [redacted] and began scolding the field manager for "disrespecting" his wife/girlfriend whatever.  The man said he didn't appreciate that and then hung up.Odd to say the least. Everyone at the office in the room just looked at each other, puzzled, and asked what just happened? This was weird in the first degree!  It fits the mold of someone setting a situation up for a particular outcome. Like in a movie I once saw where a woman would scream loud enough for someone to hear in another room, stop! stop! stop!,  so that she could accuse someone who's in the room with her of abuse or something. These people did not want to complain in order to be satisfied finally with a carpet cleaning service.  They wanted to complain and create a situation in order for which a resolution might be impossible by making it personal.  This, no doubt, was planned.CONCLUSIONI find this whole episode abhorrent in it's entirety. Ms. [redacted] received a refund of $65.00 from the voucher, by fraudulent means, and that is all she is getting. She even misrepresented to The Revdex.com of the cost of the voucher. She said it was $45.00 not $65.00. Although misunderstandings do sometimes occur.  In this case, a fully itemized invoice was signed off on by the customer at the time of the cleaning. Not only once, but was signed off three times. Once to authorize the cleaning to start. Then to acknowledge and refuse the use of a pet treatment for pet stains. And finally to acknowledge the completion of the cleaning and satisfaction. Because of the facts outlined above. An additional refund of what was already obtained, by fraudulent means, can not be considered. Moreover, the 14-day guarantee is hereby forfeited pursuant to the Terms and Conditions as stated on the voucher.  It is unfortunate that we have to take such a hardline stance. But, fortunately, The Revdex.com exists to not only protect consumers. But also businesses from unscrupulous clients.  In the over 20 years in business, this is the only time we have run across such a client. Although, all the red flags were present surrounding this appointment of there being a potential problem. We still performed the services in good faith hoping that they too were operating in good faith.  Presently, this customer has defamed our company falsely by posting false narratives on review websites. And has, in our opinion, committed fraud and theft of services. Both of which are felonies which could result in arrest should we push the issue. We are currently exploring our options to remedy the situation legally should they continue with this fraudulent activity. At this point, they should pat themselves on the back for fallaciously scheming a free cleaning and hope we don't pursue other remedies.

01/10/2017 WICKENBURG ANSWER   In response to the complaint received from [redacted].  The rooms that were cleaned were a Living room, Family room, one bedroom, 15 Stairs and a hall.  To access these areas one would bring their equipment through the front door through the front hall which has manufactured laminate wood floors.     The carpeted areas are sunken two steps from the front hall.   We were there approximately just under two hours cleaning.  We use a non residue dry foam, we do not steam clean.  Less than a gallon and a half of water was used to clean the entire area described above.    The amount of water necessary to have been left on the floor to sustain damage that [redacted] describes would not only have to have been left there far more than the less than two hours we were there.  And for an extended amount of time for there to be swelling seams, trim to fall off, and water to push up in the seams.  But the amount to do this would far exceed the amount of water we used to clean the carpet.   Which, by the way, was dry in two hours after we left.  Any water of this magnitude, however, would have ran off into the sunken areas rather than puddling or pooling on top of the laminate floor in the front hall.  This would prevent the carpets from drying in the two hours that they did.  [redacted] has no complaint as to the results of the carpet cleaning.   Regarding the rug in the front hall alledgedly being soaked.  That is not possible.  Upon inspection when we returned to see what they were talking about.  This rug would have sustained water damage had it been soaked, further more, there would have been damage underneath where the rug was sitting.  There was no such damage evident upon inspection.   This rug was not cleaned during our visit.   While, it is true that the woman there was wiping up drip marks on the front hall with a towel.  We can only attribute this to the wheels of the machine being wheeled out the front door.  The technicians assistant saw the woman doing this and immediately told her that he would wipe up the drips.  These drips amounted to maybe a teaspoon full of moisture if it were to all be put in one container.  Hardly enough to cause any damage, and it was wiped up right away and not left to sit.  The most damage that this tiny drip would cause is maybe a smudge spot similar to a smudge on a glass coming out of the dishwasher not running through a full cycle.   We estimate that the laminate flooring is about 17 years old.  Laminate flooring is extremely durable.  Protected by a tough external layer and resin coating, a laminate floor is much stronger, and more scratch-resistant, impact-resistant and longer lasting than any hardwood, vinyl, or carpet. It’s virtually resistant to dogs, cats, kids and even high heels.   Laminate flooring is stain, fade, and moisture resistant.  Most laminate flooring manufacturers offer extensive warranty protection against stains, fading, and moisture damage. Hardwood floors, on the other hand, are subject to wood grain staining, fading in sunlight, and can scratch and dent easily.   Laminate flooring is easy to clean and maintain.   Laminate’s superior stain and moisture-resistant surface coating makes spills and other messes easy to handle. This special surface doesn’t require waxes or varnishes to keep it looking great.   Bottom Line.  Laminate flooring can get wet--with restrictions.  The surface of the laminate planks is 100% waterproof.  It is the edges that are the problem.  It takes about 4 hours for exposed-edge laminate flooring to begin to swell. After soaked laminate has fully dried, it does not return to its original dimensions.  Mop standing water quickly, as water can migrate into laminate's edge seams if they're exposed.    So, What Happens When Laminate Edges Do Get Wet?   ANSI Standards Section 3.2, Thickness Swell, dictate that laminate flooring should be submerged fully under water for 24 hours for a complete test.  This test spanned just 4 hours.   Laminate flooring with open edges will maintain its original dimension after about 2 hours of water exposure.  After 4 hours, the laminate begins to soak up water.   Industry Test strip:   The test strip is soaked in room temperature water for two hours.  After removal, the test strip has maintained its original 5/16" thickness.  The upper two layers of lamination--the wear layer and decorative layer--have not been affected.  The bottom melamine layer is completely unaffected.   After another 2 hours (for a total of 4 hours) in room temperature water, the test strip has darkened because it soaked up a little bit of water, but dimensions have not increased enough to be measurable.  Upper layers and bottom melamine are still in good condition.   After being subjected to temperatures ranging from 120 to 140 degrees Fahrenheit and constant water for 45 minutes, the laminate has finally given in.  Thickness has increased from 5/16" to 7/16".  Lamination is warped, with the edges curling and peeling off.    Because laminate is a dense fiberboard, it takes over 48 hours to dry.  Installed laminate flooring may take weeks to dry.  After complete drying, the laminate remains swollen.  It does not return to its original dimensions.   Inspection of the customers floor did not reveal any adverse conditions.  They were not subjected to any of the situations described above that would be necessary to sustain damage described by claimant as indicated in the attached photos.   Also, remember, the claimant called our office almost immediately after the cleaning was done.  Not enough time for the damage to occur even if it was submerged in water.  The claimant would have had to be wading in standing water for an extended period before it started to seep in the floor and cause damage.  However, any water able to puddle or pool and stand in the entry hall would have ran off in to the lower sunken areas that we cleaned leaving the carpets soaked for days on end.    Therefore, we disclaim any liability to whatever damage claimant alleges.  Furthermore, if there is any damage to the floor, such damage is a pre-existing condition not attributable to our cleaning visit.   While some accidents do sometimes occur.   In this case, it is utterly impossible for us to have been the cause of whatever damage the claimant alleges.   Respectfully Submitted, Anthony T[redacted]

We have reviewed the response to our answer from Ms. [redacted]. And, we now re-affirm our previous answers. We further certify that they are true and correct. Not only in principle, but also in the details and specifics of our answer as they relate to the complaint they address.Having said that, we brought our concerns to our Rep at [redacted]. They acknowledge that the refund that was processed through their SELF SERVICE TAB was done in error and was outside the guidelines of their policy. The self serve tab, as explained before, is for people who have simply changed their mind  about the deal they purchased, have not used the voucher and want their money back. No where does it say that you can request a refund after using the voucher from [redacted] because you're unhappy about the results of what was done. It does not say that unless you're fully satisfied a full refund would be available.  It clearly states that in those instances, the merchant will handle any complaint after the voucher is used. Furthermore, as our invoice states that was signed off on by the responsible party at the house before and after the cleaning. That the guarantee is for 14-days after the cleaning.  Now, whether or not Ms. [redacted] wants to allow the re-do is totally up to her.  he signed a contract, via the responsible party, her "spouse", that was at the house to meet us for the appointment. I'm assuming that the "spouse" is over the age of 18 and is able to sign the invoice. Which is a contract.  It is unreasonable to expect to be able to  change the terms of the contract after the cleaning has been performed. In case you didn't realize before. The "spouse" signed off on the Invoice three (3) times, on three (3) separate occasions. And did so without complaint.  When the problem was brought to our attention, we offered a redo appointment. It was declined. Thereby, waiving the terms of recourse as outlined on the invoice. It does not say that a full refund is the second alternative to a redo in case a redo is inconvenient. Or for any other reason. Still, a redo remains on the table for consideration which we will extend for fourteen (14) more days  making it valid now for twenty eight (28) days from the original cleaning date. We consider this to be extremely fair and equitable for all concerned.  While misunderstandings do sometimes occur. In this case a fully itemized invoice was presented at the time of the cleaning. The voucher was presented along with a prewritten check for the work not included with the voucher. The cleaning was performed, and then the invoice was presented for payment. Since the customer had  already paid, he then signed off on the invoice acknowledging the completion of the job without complaint. And then a copy of the service invoice was left. Moreover, a refund of $48.00 was ALREADY GIVEN to Ms. [redacted], albeit by non conforming circumstances as it relates to the terms of the voucher issued. Ms. [redacted] received this refund confirmation on the 12th of June, BEFORE making complaint to The Bureau on the 13th  that requested an amount which was included with the [redacted] request she already received. She DID NOT mention to The Bureau that she, not only, made a request to [redacted] for a refund. But more importantly, DID NOT mention that one was ALREADY being issued to her from [redacted]. Ms. [redacted]'s request was for $93.00 when first writing The Bureau. Ms. [redacted] is not entitled to a free cleaning with or without a needed redo. Nor is she entitled to more money than she spent. Remedies were outlined on the service invoice and were acknowledged and accepted upon arrival by signature by the responsible party that was there to meet the cleaning technician.   Truth be told. We would probably have a softer stance had Ms. [redacted] not denied the narrative of the phone call with our field manager. The narrative that was outlined in our first response can be relied upon as word for word. In our opinion, her denial is a clear indication of the intent of this entire episode. She states that she never said "Hell No". We agree. We never asserted she said that. There are inconsistencies with many of her statements from her first letter to her second. She acknowledges she told our field manager, "why are you cussing at me". But twists it to mean something else. I know first hand he did not cuss at the lady. This was a ploy. I'm not going to point out all of her inconsistent statements, but anyone reading the two can obviously see them.  Being a charter advertiser on [redacted] since its launch in Phoenix, we have sold over 2500 vouchers on [redacted]. There have been less than 20 requests for refunds, which is less than one tenth of a percent. All of which were from people with UNUSED vouchers. Over 88% of the people using the voucher say they will return. Of course we would like to see that number be 100% return. Keep in mind there are some people that use the vouchers that are move outs out of state, seasonal visitors, gifts to others etc. Point is, the voucher's are issued with terms and conditions. All of which are disclosed to the purchaser before any cleaning takes place. If Ms. [redacted] did not agree to the terms and conditions of the issued voucher along with the terms of the cleaning taking place. She should have cancelled BEFORE any cleaning was performed. Then there would have been no issue at all. If after reading our response Ms. [redacted] says that she didn't acknowledge fully the terms on the service invoice since she was not home. Then I would say that, in fact, she did when she left her "spouse" in her place to meet with the technicians. The "spouse", in our opinion, was perfectly capable to handle the situation without the supervision from Ms. [redacted]. As demonstrated by his request for more attention to the stairs. If she didn't think the person she left in charge was capable of dealing with the situation. Then, she should have scheduled a time when she would be home to handle it herself. That, too, would have resolved anything that might have come up.   Adobe cleans for over 6000 households annually. This averages about 23 cleanings per day. We are not naive about redo requests and where they come from and how to handle them. We are quick to resolve all complaints and concerns with the customer directly. And have done so effectively for the past twenty three (23) years. This is even represented in Ms. [redacted]'s initial communication with The Bureau when she acknowledges Adobe offered a redo of the areas of concern and further offered a complete cleaning if she wanted as an additional option. At that point, the only one that was aware of a refund from [redacted] was Ms. [redacted]. Our notification from [redacted] comes within 72 hours (working days) of any adverse action taken regarding the sale of our deals. Still, any action taken by [redacted] is actually directed and approved by us prior to any deal going "live". They did not arbitrarily issue a refund without prior approval guidelines from us.  The self service tab is one of them when used properly. Misuse of the tab can occur because it is automated and no live agent is necessary to process a refund for an unused voucher. I guess you can say that that is utilized on the "honor system". However, it is specific in whether or not the voucher has been used. [redacted] acts as our agent when dealing with customers that have purchased our vouchers from them. We approve in advance the way inquiries are handled  She declined a redo during her first phone call to us. Ms. [redacted], nor anyone else, can dictate what our policy is, or should be, when not fully satisfied with the results of the cleaning. She can only accept or decline the terms prior to the work being performed. I would venture to say that that goes for any business, carpet cleaning or otherwise.  Because we are not offering an additional refund of more than what was already given. It should not be construed that we are not interested in customer satisfaction. On the contrary, we are fully engaged with that and strive to achieve it everyday. We are offering a goodwill adjustment by extending the time frame in which to perform a redo by doubling it. Keep in mind she already received a refund of more than fifty (50) percent in addition to other "incentives" she describes processed by [redacted] via their self serve website. If, however, this complaint is categorized as "unresolved". We are confident that anyone reading the complaint and our answer. Will know that we do value and are interested in customer satisfaction and that we believe that any resolution should be fair to eveyone. And I'm sure anyone would appreciate the fact that we will not acquiesce to a complaint just because the person is so vocal.  Under these circumstances an additional monetary refund can not be considered.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First and foremost I want to acknowledge that this will be my final response regarding this matter, as [redacted] provided excellent customer services and fulfilled their ‘satisfaction guaranteed’ promise for a full refund and some incentives on their end, in regards to the voucher specifically. I have never mentioned a voucher refund for $65 in my complaint (even though the voucher from [redacted] states $65 I only paid $48 due to a $10 rewards credit from [redacted] that was used and also the carpet cleaning offer being up for an additional $7 off the service if bought within “the next 15 minutes” at the time of the purchase.) I can assure you that I am not a “con” or “getting over” on anyone. I was credited back $48, which is what I paid. Also, when I contacted [redacted] I made it VERY clear to them that the voucher was used and I provided a detailed explanation of the reason I was requesting a refund…even following the service. (ALL of this, including my honesty and refund is documented and within their records and mine, just in case there may be any further questions.) [redacted] has a 100% satisfaction guarantee, which means I have every right to contact them. I also ensured on 6/15/15 when I contacted the Revdex.com that I was now only requesting the $45 refund, as the rest was already taken care of. In regards the the room size and the loft size….the loft is approx 160 sq ft (even smaller than the size of the master bedroom.) Again, this is something that is a fact and I would not be able to alter….so the idea of misrepresenting or trying to get more for my money is inaccurate.  Adobe feels that they did me a favor my working on a loft that was over 200 sq ft, then it was a different loft. The size of the area is not able to be altered. In regards to the downstairs bedroom…again, this is something that we do not have. The 3 rooms are upstairs. There are no small or large couches upstairs that require moving. The response must be referencing another home. The response also spoke to teenage boys that were arguing,yelling with a daughter and religious artifacts and Bible quotes on the wall….once again this must be another home. There are no teenage boys in the home (nor are their multiple older men in the home) and the young girl is not even old enough to complete dishes. Some walls have family photos up but there are no Bible Quotes up on the walls around the house. We have some crosses up; however I am not sure what difference that makes. None of these things have to do with the complaint or lack in quality of service. This again is unprofessional and judgmental if you are implying that I should not have the right to be dissatisfied with service if I am religious or not. Religion has nothing to do with the quality of work to be preformed. I would like to point these things out as I can see now that Adobe Carpet is not about their quality of work, nor are they able to work with a customer through a legitimate concern, but rather it is a very unorganized business that will turn a customers concern into a very serious matter, and personalize it in a way that leads to false presumptions that are very serious matters (including linking a claim regarding poor customer service and a poor quality of work to something “like a woman screaming ‘stop” and implying abuse. *Abuse (physical or verbal) is a very serious matter and is not something that should be taken lightly, nor is it an accusation or presumption that should be implied onto anyone. I can speak to this directly as this is the exact population of youth and adults that I work with and these are the exact things that we work to ensure do not occur. My making a claim that I have regarding a dissatisfaction in service and comparing it to something of the nature of abuse is highly inappropriate and I would recommend that the company look at their policy on this for future concerns that might arise with other customers. Again, I did not personalize the matter as Adobe stated I did. I spoke to the fact that the customer service was poor and the follow up with the supervisor was even worse. He was the one that personalized it by talking about his age and everyone being entitled to make mistakes….followed by saying that I told him “hell no, we don’t want to give you the chance to come out and make it right.” This was never said by me. Regarding the check being available at the time of service (I am not married as again another presumption was made); however I do work hard and was the one paying for the service therefore I left the check home so that it could be provided when the service was completed. This is not unheard of and it definitely does not imply that someone is a “con-artist.” Just because someone is at work on a mid-day Friday and they leave the form of payment at the home with a family member that is present while the service is completed it does not make them a con-artist. I have every right to file a complaint when the service is not satisfactory in my opinion and I have the right to my opinion. Contacting a supervisor does not equate to “picking a fight” The supervisors job is to field any concerns or complaints. I also have the right to decline having the tech come back out to the home when I feel that the service should have been completed the right way the first time. I have the right to request a refund as I work hard for my money and I expect to get the quality of service that I pay for. I can see that I am not the first dissatisfied customer. I understand that it is part of business and not everyone will be happy; however I do not feel that I need to take another day off of work or be home to have a second chance to do the job that was paid to be done right the first time. If I do not receive the $45 back (which it appears I will not) that is fine; however I still would strongly ask that the company look at the way they respond to customers and the concerns that I noted above regarding personalizing, making statements about other families and homes when they are not the customer that is being dealt with (as all of that can be proven…size of room, location of rooms, siblings vs no siblings, decor and religion depicted in the home and possible projection of abuse that may be occurring.) These are all factual things that were stated inaccurately and again had nothing to do with the service, nor should they. Regards,[redacted]

I had a great first experience with them and will definitely use them in the future. They were quick to answer the phone and scheduling was easy. I don't like having strangers come into my home but the tech was courteous and very professional. He did a great job and I am very happy with the results.

There were some spots I didn't think would come out but he got everything back to looking great. Thanks!

Adobe Carpet disregards the Federal Do not Call List. They are obviously unethical and do not deserve anyone's business.

This issue has been resolved with the customer directly.

As you know, Abobe Carpet Cleaning has been cleaning carpet and other services in the Valley for over twenty years. We enjoy an enormous customer base and clean for over 6000 households annually Valley wide. We realize some customers have high expectations which we strive to satisfy with every...

cleaning appointment. However, there are some customers that have unrealistic expectations. A tiny minority of which even go out of their way, it would seem, to secure free cleanings by complaining about this or that and not allow a remedy. Any reasonable person would allow the chance to make it right whatever the complaint is.In this case I am amazed at the length taken regarding from what the initial complaint was of carpet fibers left on the baseboards to spots which are and pre-exsisting spots from pets stains. Along with dark areas on the stairs which are missing fibers from wear. I will answer all the points alleged by the customer and I will also include a narrative from the service technician who was there and performed the cleaning.INITIAL CONACT AND SETTING THE APPOINTMENTMs. [redacted] called the office after having purshased a discounted Voucher for carpet cleaning.  It was for four rooms and a hall.  She had some stairs and wanted to include them instead of the hall.  We informed her there were no substitutions and that stairs cost more than a hall anyway at $4.00 per stair.  We could add the stairs to the ticket but would extend a discount and charge only $42.00 for the stairs instead of the regular price of $72.00 assuming they had an average count of 18.  She agreed and a time and day was set for the cleaning for Friday the 12th of June at 2:00pm.DAY OF THE CLEANING                                                                                                                                                                           (The following is a narrative from the service technician that performed the cleaning.)The husband and children were home, she was not.  After having me wait at the door while he put the dog out, he handed me the voucher which was for $65 pre-paid non-refundable and the pre-written check for the stairs in the amount of $45  right away. I suspect this was because the couple wished me to overlook that the loft is actually greater than 200 square feet as was stipulated on the voucher as the maximum room size, and additional area would be counted as an extra room. I explained our four step process using our brochure that we pre-vacuum, pre-treat spots and stains, perform a dry-foam cleaning, and groom the fibers afterward.  I noticed the carpet had a peculiar odor so I recommended a disinfectant/germicide treatment which would prevent any spots we get out from coming back, and he declined. That is when I had him initial an addendum to the ticket that "no d/g was used, return spots not guaranteed." He asked me to move a sofa and a bed in the loft area and clean under them, which I did, and there were dog-poop spots under each of them which I successfully removed at no additional cost. There was what appeared to me to be a pet urine spot that I treated with Tannin and an enzyme disinfectant at no extra cost in addition to the regular pre-treat, and it remained as well as red spots which appeared to be nail polish in the loft area and the girls bedroom. Those are pre-existing conditions which are not guaranteed as stated on the invoice the man signed at the beginning of the job by full signature and after the job was completed to his satisfaction by his signature. All the areas and the stairs were thoroughly vacuumed. Pet hair continued to come out of the carpet during the cleaning from deep in the carpet. It looked as if the carpet had never been vacuumed or cleaned before. There was pre-existing wear especially on the stairs and in the traffic areas.  I was able to restore the matted areas upstairs after scrubbing the areas several times. The stairs had seen better days and unfortunately, too many fibers were missing or worn and the middle looks dark because it is less dense in fiber than the edges. My helper was instructed to wipe the baseboards and collect visible lint from the cleaning. After we left the house to load our equipment in the vehicle, the man came out and said that everything looked good, except he wanted us to come back in and see if we couldn't get more pet hair out of the stairs, so we obliged until he said he was satisfied. Of course the customer is entitled to a free re-clean at no cost for any reason within the first 14 days as specified on the invoice the man signed twice, as the sole remedy.  I have no problem attending to that for them and I even personally called and left a voice mail which hasn't been returned so far as I know. It sounds to me as if they are attempting theft of service.  My helper and I spent at least an hour and a half of hard work including moving their furniture, how dare they try to pull something like this.      p.s.-there was a pet urine spot in the downstairs bedroom also. The voucher was for the loft and three bedrooms. Let me stress that the loft was greater than 200 square feet which is greater than what the voucher allows. Still, I didn't charge for the extra square footage which would have been counted as an extra room. Her statement that the check was cashed right away is fraudulent and totally false. I still had more appointments after that and the check rode around with me until I turned in my paperwork along with customer payments to the office that night.  It would have been impossible to have "cashed the check immediately after leaving the house".  An after hours deposit possibly even posting the next day. She is beginning to look like a con-artist.  She might not have been present for her scheduled cleaning on purpose.  There is a similar fraudulent claim on [redacted] dated 6/12/15 from a "[redacted]"  If I'm not mistaken that is the man who authorized the cleaning and signed off as all services performed to his satisfaction.  We might want to check the invoice and see if we have a match. I thought I would mention that there was a lot of yelling going on between him and his teenage sons who were arguing with the daughter about whose turn it was to do dishes.  It took me by surprise because they had so many religious symbols and bible verses on their walls that such a battle would be going on.  When she talks about judging a book by its cover, it sounds a little like insecure projection to me. My assistant and I performed cleaning services that I thought came out well for a carpet in that condition. I can not put the wear back in the carpet and make it look newer than it is.  Had the carpet received proper maintenance during its lifetime it would have come out better.  Even regular vacuuming would have done wonders.  Still, as our guarantee states I remain more than happy to reclean whatever areas that are of concern.  Let me know. Thank you.OVERVIEWThe customer bought a voucher, requested more cleaning than the voucher covered at an additional fee, made an appointment, had payment ready upon arrival.  Which, by the way is a requirement for the voucher as it states on the voucher under Instructions line #3,  (SEE ATTACHED). Interestingly, Ms. [redacted] secured a refund of the voucher by fraudulent means. There is an option on the [redacted] website for a customer to request a refund by way of a "self service" tab if done within seven days of purchase. (The voucher was purchased on the 8th of June.) By clicking on the tab the customer would certify that the voucher is unused and then request a refund. Ms. [redacted] not only misrepresented the situation by certifying the voucher was unused. But did so, I am told, that very evening after the cleaning. Her refund for the voucher was then processsed and credited the next day on the 13th of June.If that weren't enough, Ms. [redacted] then called our office and proceeded to pick a fight with our field manager.  The context  of the conversastion she relays did not happen.  What did happen was, the field manager said he personally would go out and inspect the job that was done and do a complete reclean and at no charge, of course. During her response to that she then spoke out of context and out of the blue, out of nowhere,  started saying, "why are you cussing at me?", "I'm not cursing at you why are you cussing at me?",  as she is asking this odd question entirely out of the context of the conversation. The field manager was taken back and asked , "what are you talking about, I'm not cussing at you I just want to make it right with you and make you happy."  The presumed husband/ boyfriend then took the phone from Ms. [redacted] and began scolding the field manager for "disrespecting" his wife/girlfriend whatever.  The man said he didn't appreciate that and then hung up.Odd to say the least. Everyone at the office in the room just looked at each other, puzzled, and asked what just happened? This was weird in the first degree!  It fits the mold of someone setting a situation up for a particular outcome. Like in a movie I once saw where a woman would scream loud enough for someone to hear in another room, stop! stop! stop!,  so that she could accuse someone who's in the room with her of abuse or something. These people did not want to complain in order to be satisfied finally with a carpet cleaning service.  They wanted to complain and create a situation in order for which a resolution might be impossible by making it personal.  This, no doubt, was planned.CONCLUSIONI find this whole episode abhorrent in it's entirety. Ms. [redacted] received a refund of $65.00 from the voucher, by fraudulent means, and that is all she is getting. She even misrepresented to The Revdex.com of the cost of the voucher. She said it was $45.00 not $65.00. Although misunderstandings do sometimes occur.  In this case, a fully itemized invoice was signed off on by the customer at the time of the cleaning. Not only once, but was signed off three times. Once to authorize the cleaning to start. Then to acknowledge and refuse the use of a pet treatment for pet stains. And finally to acknowledge the completion of the cleaning and satisfaction. Because of the facts outlined above. An additional refund of what was already obtained, by fraudulent means, can not be considered. Moreover, the 14-day guarantee is hereby forfeited pursuant to the Terms and Conditions as stated on the voucher.  It is unfortunate that we have to take such a hardline stance. But, fortunately, The Revdex.com exists to not only protect consumers. But also businesses from unscrupulous clients.  In the over 20 years in business, this is the only time we have run across such a client. Although, all the red flags were present surrounding this appointment of there being a potential problem. We still performed the services in good faith hoping that they too were operating in good faith.  Presently, this customer has defamed our company falsely by posting false narratives on review websites. And has, in our opinion, committed fraud and theft of services. Both of which are felonies which could result in arrest should we push the issue. We are currently exploring our options to remedy the situation legally should they continue with this fraudulent activity. At this point, they should pat themselves on the back for fallaciously scheming a free cleaning and hope we don't pursue other remedies.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for bringing this to our attention.  We have scanned our data base and can confirm that this number has been tagged as do not call.  It will be retained in our system to be scrubbed against any new list we may acquire in the future.  We regret any inconvenience...

this may have caused.  And we appreciate the opportunity to respond to your concerns.   Very Truly Yours, [redacted], member, Adobe Carpet Cleaning LLC

Reps from your company hung the renters up all day. Their time window for coming for an estimate which may have led to an actual job was from 8:00 to 4:00. At 10 til 4, they left a message on the home phone (different place) stating that they were outside. They were instructed to call another number alerting the renters that they were en route before they came. If they cannot even follow simple directions, why would you want to depend on them to do a good job? After reading many of their bad reviews, I can see why people were not happy with them and would want to contact businesses with ethics!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First and foremost I want to acknowledge that this will be my final response regarding this matter, as [redacted] provided excellent customer services and fulfilled their ‘satisfaction guaranteed’ promise for a full refund and some incentives on their end, in regards to the voucher specifically. I have never mentioned a voucher refund for $65 in my complaint (even though the voucher from [redacted] states $65 I only paid $48 due to a $10 rewards credit from [redacted] that was used and also the carpet cleaning offer being up for an additional $7 off the service if bought within “the next 15 minutes” at the time of the purchase.) I can assure you that I am not a “con” or “getting over” on anyone. I was credited back $48, which is what I paid. Also, when I contacted [redacted] I made it VERY clear to them that the voucher was used and I provided a detailed explanation of the reason I was requesting a refund…even following the service. (ALL of this, including my honesty and refund is documented and within their records and mine, just in case there may be any further questions.) [redacted] has a 100% satisfaction guarantee, which means I have every right to contact them. I also ensured on 6/15/15 when I contacted the Revdex.com that I was now only requesting the $45 refund, as the rest was already taken care of. In regards the the room size and the loft size….the loft is approx 160 sq ft (even smaller than the size of the master bedroom.) Again, this is something that is a fact and I would not be able to alter….so the idea of misrepresenting or trying to get more for my money is inaccurate.  Adobe feels that they did me a favor my working on a loft that was over 200 sq ft, then it was a different loft. The size of the area is not able to be altered. In regards to the downstairs bedroom…again, this is something that we do not have. The 3 rooms are upstairs. There are no small or large couches upstairs that require moving. The response must be referencing another home. The response also spoke to teenage boys that were arguing,yelling with a daughter and religious artifacts and Bible quotes on the wall….once again this must be another home. There are no teenage boys in the home (nor are their multiple older men in the home) and the young girl is not even old enough to complete dishes. Some walls have family photos up but there are no Bible Quotes up on the walls around the house. We have some crosses up; however I am not sure what difference that makes. None of these things have to do with the complaint or lack in quality of service. This again is unprofessional and judgmental if you are implying that I should not have the right to be dissatisfied with service if I am religious or not. Religion has nothing to do with the quality of work to be preformed. I would like to point these things out as I can see now that Adobe Carpet is not about their quality of work, nor are they able to work with a customer through a legitimate concern, but rather it is a very unorganized business that will turn a customers concern into a very serious matter, and personalize it in a way that leads to false presumptions that are very serious matters (including linking a claim regarding poor customer service and a poor quality of work to something “like a woman screaming ‘stop” and implying abuse. *Abuse (physical or verbal) is a very serious matter and is not something that should be taken lightly, nor is it an accusation or presumption that should be implied onto anyone. I can speak to this directly as this is the exact population of youth and adults that I work with and these are the exact things that we work to ensure do not occur. My making a claim that I have regarding a dissatisfaction in service and comparing it to something of the nature of abuse is highly inappropriate and I would recommend that the company look at their policy on this for future concerns that might arise with other customers. Again, I did not personalize the matter as Adobe stated I did. I spoke to the fact that the customer service was poor and the follow up with the supervisor was even worse. He was the one that personalized it by talking about his age and everyone being entitled to make mistakes….followed by saying that I told him “hell no, we don’t want to give you the chance to come out and make it right.” This was never said by me. Regarding the check being available at the time of service (I am not married as again another presumption was made); however I do work hard and was the one paying for the service therefore I left the check home so that it could be provided when the service was completed. This is not unheard of and it definitely does not imply that someone is a “con-artist.” Just because someone is at work on a mid-day Friday and they leave the form of payment at the home with a family member that is present while the service is completed it does not make them a con-artist. I have every right to file a complaint when the service is not satisfactory in my opinion and I have the right to my opinion. Contacting a supervisor does not equate to “picking a fight” The supervisors job is to field any concerns or complaints. I also have the right to decline having the tech come back out to the home when I feel that the service should have been completed the right way the first time. I have the right to request a refund as I work hard for my money and I expect to get the quality of service that I pay for. I can see that I am not the first dissatisfied customer. I understand that it is part of business and not everyone will be happy; however I do not feel that I need to take another day off of work or be home to have a second chance to do the job that was paid to be done right the first time. If I do not receive the $45 back (which it appears I will not) that is fine; however I still would strongly ask that the company look at the way they respond to customers and the concerns that I noted above regarding personalizing, making statements about other families and homes when they are not the customer that is being dealt with (as all of that can be proven…size of room, location of rooms, siblings vs no siblings, decor and religion depicted in the home and possible projection of abuse that may be occurring.) These are all factual things that were stated inaccurately and again had nothing to do with the service, nor should they. Regards,[redacted]