Adobe Carpet Cleaning

This number, ###-###-####, has been tagged as Do Not Call.  We have quarantined the number in our new Matrix Database Management System, (MDMS)  All Do Not Call files have been completely removed from the marketing database.  While we are confident that these steps will help ensure...

that no erroneous calls are made.  This system is new and we are just transitioning to full capacity. So any unattributed variants that come up will have to be defined.  Suffice it to say again, that we are confident the number at issue is dispositioned appropriately.   We regret any inconvenience this has caused the complainant.

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.  T

small; font-family: arial, sans-serif;">he 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,

COMMENTS:The referenced phone number in the complaint submitted has been confirmed as being tagged as do not call.Our system can not call the number in question.

This is the first I am aware that this issue has not been resolved.  I will make contact with the customer and make sure that he is reimbursed all money he is due immediately. I was unaware that he made this arrangement with the technician. Although these types of situations are...

extremely rare. This type of arrangement is against company policy because we are kept out of the loop regarding its resolution and follow through. Should any damage warrant repairs or replacement.  The company would have issued a check in full at the time of the agreed upon settlement.  This run-around the customer describes is unacceptable to me and the technician involved will be dealt with accordingly.Thank you for bringing this to me attention.

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.

COMMENTS:

The complaint regarding ###-###-#### has been investigated within our system.  I can verify

with you that the number has (or has been marked) as Do Not Call and should not receive 

calls from our company.

Thank you for bringing this to...

our attention.

Sincerely,

[redacted], member

ADOBE CARPET CLEANING, LLC

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 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,

Review: Adobe has promised to give me a refund based upon the cleaning process which happened on June 25, 2015.Kitchen cabinet paint was removed due to their error in one area of the cabinet.

I have called many times and they have promised me they would reimburse me.

I have received nothing from them.Desired Settlement: I want to have Adobe Carpet Cleaning listed as a negative company

Business

Response:

This issue has been resolved with the customer directly.

Consumer

Response:

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. 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.

I have used this Company many times in the past. My experience has been up & down thru the years. But I never complained. They called and talked me into doing steps for Holidays.They are the first thing you see entering my home. I didn't know the guarantee was 14 days. The steps look worse than before cleaning. when I called today, about 3 wks from cleaning, the woman didn't want to work anything out with me. They have my $80.00 & don't care if I'm happy or not! These people constantly blow up my phone for work. I asked them to remove my name from their call list! If the woman took the time to see how many times over the last many years they have been to my home she would have been stupid to be so rude. Loyal Customer No More!

The trend is getting away from carpet, with their attitude they will be out of business soon!

Adobe came to clean my carpets. I have 2 big dogs that had some accidents in one of the rooms. The guys came out and cleaned my 6 rooms and treated the dog urine stains with some chemical and that took care of the problem. They were careful of moving furniture which I appreciated, would have them back and the price was reasonable.

I tried adobe carpet cleaning mainly because they keep blowing up my phone and I have asked them several times to stop calling. When they came they said they would clean 2 rooms for $79. That was a crock, they had so many hidden fees it ended up costing us close to $150.

After they came out they STILL kept calling I have asked then 15 times ( I have it logged) to put us on a do not call list, already this week they have called 5 times and its Wednesday. I called them back today and AGAIN asked them to take me off their list. We will see what happens.

Every time they call I will write a new review. Hopefully they catch on.

Review: On July 19th, 2014, I received service from Adobe Carpet Cleaning LLC to clean my carpets and client my tile and grout. [redacted] was the name of the representative who performed the work. [redacted] used acid in the tile grout cleaner and the fumes ate away at my Stainless Steel appliances (dishwasher, range and refrigerator). The fumes from the acid caused permanent damage, stains etched in the stainless steel. [redacted] took pictures (I have them as well) and I called and complained to Adobe. After numerous visits from [redacted], he stated the company would not fix the damages and that he would be personally liable for the damages as an independent contractor. I got estimates and ended up getting repairs done through [redacted]es in the total of $1,072. [redacted] was to reimburse me but then stated he did not have the cash and would it be OK to provide me payments in a payment plan. I was sympathetic and agreed. He provided $300 on Aug 13, 2014 and then $150 on August 21, 2014, but I have not seen another dollar since. I am owed $622 for the remaining damages I paid out with all my own money, not to mention the inconveniences or working from home while I got my appliances repaired. [redacted] remained in contact for a few weeks, stating he needed more time and his sister passed away in early September. When I tried contacting him 3 weeks later, he stated he would get back to me. A week has gone by and [redacted] will not answer any of my messages. He has broken contact with me and obviously is not paying me the rest of my money due. I am demanding the refund from Adobe Carpet Cleaning in the amount of $622 for remaining damages. Any backup needed (pictures of damages, estimates and receipts of repairs, I can provide you right away. Please let me know how this will be resolved. It has been over 2 months now and I have been patient but am at the end of the line. My next steps are to file a complaint with the Revdex.com, file a case with the [redacted], document my issues on Social Media, contact the local news outlets, and utilize any other resources that are available. In my opinion, [redacted] should no longer be able to represent Adobe Carpet Cleaning for his terrible customer service.Desired Settlement: Refund in the balance due of $622 for repairs that I already paid for

Business

Response:

This is the first I am aware that this issue has not been resolved. I will make contact with the customer and make sure that he is reimbursed all money he is due immediately. I was unaware that he made this arrangement with the technician. Although these types of situations are extremely rare. This type of arrangement is against company policy because we are kept out of the loop regarding its resolution and follow through. Should any damage warrant repairs or replacement. The company would have issued a check in full at the time of the agreed upon settlement. This run-around the customer describes is unacceptable to me and the technician involved will be dealt with accordingly.Thank you for bringing this to me attention.

Consumer

Response:

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,

Review: I am on the FTC's Do Not Call list. I've told this company to stop calling and take me off their list several times. I am not a former customer, have never used their service, never called for a quite. I don't even have carpeting in my house (I know, they do furniture an other services, but still - it adds to the frustration level.) Come to find out, getting on the Do Not Call list has no teeth. So I'm trying this route -maybe if they get enough complaints potential customers will at least view this company as unethical and go elsewhere.Desired Settlement: Don't call me means don't call me. If this doesn't work, I'm seriously considering other actions against this company. It sounds petty, but now it's a matter of principle.

Business

Response:

COMMENTS:

We have reviewed the complaint submitted by Mr. [redacted]. We have scanned our data base for the numbers he includes in his complaint. However, only one of them is in our system. That would be [redacted] our file #[redacted]. I have confirmed that it is tagged as do-not-call. The other number, [redacted], has been added manually to the do-not-call list within our system. This is for the sole purpose of scrubbing any future lists we may download that may contain this number so that we can

tag it as do-not-call and it does not get put in the system "through the back door" by mistake.

Although nothing is fail safe and is always subject to human error. I am very confident that this will resolve this issue with these numbers and they will not be included in any future campaign.

Should there be any other concern, please don't hesitate to bring it to my attention. I'll do my best to take care of the matter

immediately.

Very Truly Yours,

[redacted], member

ADOBE CARPET CLEANING LLC

Consumer

Response:

[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.]

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,

More than 2 years ago, we used Adobe Carpet and since then we have received constant calls even though we requested that our name be removed from the call list.

I had Adobe Carpet Cleaning clean our carpets, chair & sofa. [redacted], the technician stated as he was finalizing the billing that if we were unhappy with anything to call the Adobe number he would make it right. I was dissatisfied with the furniture cleaning and called the company for resolution. The only question asked was when was the service provided. When I told them it was 24 days ago, I was told I have no claim since it was beyond 14 days. When I challenged on the basis of the technician, it didn't matter - 14 days is the rule. It's clear by this response Adobe DOES NOT care about quality, only the rule. The person never pursued my issue. The document does state 14 days, but was NOT indicated by the technician or his statement.

This is regarding misrepresentation, poor results from the service, a theft as a result of workers cleaning an area they should never have cleaned and an Argumentative management with failure to resolve the issues.

After the relentless pursuit by telemarketers for my business I finally agreed to have this company back for the second time to clean the carpets in my house. On Dec. 12, 2014, workers came to my house to clean carpets of which only perimeters in 3 bedrooms and 1 hallway were to be done. Upon arrival the workers called me for specific instructions and to bump me up on the cleaning, which I dispise. Later I realized that most of the extra treatments they wanted to bump me up on, which I refused, were part of the Specials of the original pitch from the telemarketers. So now they were no longer part of the deal that had motivated me to get it done and I ended up with a basic cleaning of which I could have done a better job with a rented machine. I gave them specific instuctions to do the perimeters only and in the master bedroom to lift the edges of an oriental carpet which is on top of the wall-to-wall, so it would not bleed should the edges get wet. The short of this Long Story is: When I came home they had moved a very heavy dresser and flipped the oriental carpet up on my bed. I was Livid and could not understand what they were thinking and because I was not able to move the dresser in order to replace the oriental when the carpet would be dry. In time I realized that I was missing an envelope which contained cash for my Christmas money. This envelope had been under the oriental and a full arms length under the heavy dresser they had moved. Immediately upon this realization, I contacted Adobe with my complaint. Within the 1-2 days and a second call it took for someone to get back with me, I finally heard back from a [redacted] who claimed to be the manager. He said there was no one higher up for me to talk with even though I ended up finding out the Owner's name is [redacted]. In short, he and I have gone back and forth for almost 3 months trying to get him to realize my complaint is legit and his Subs took the envelope which no body else even knew existed. Every call with [redacted] has turned out as an argument with me justifying myself and continually repeating the same story call after call. I have been repeatedly accused of changing the story, which I finally made clear that I have not changed anything because the truth does not change. However, [redacted] was the one continually modifiying the story and accusing me (The Customer) of changing it.

The Last Call I had with him was on 1/22/15 in which he and [redacted] (the sub used to clean my carpets) were supposed to show up at my house the following day so I could confront him and show [redacted] the exact situation of what they did and how it happened. They Never Showed or called. This was the last communication I had with Bill.

I have a detailed report of the entire situation with dates and times of calls with [redacted] as well as the resuts of each call. My entire experience with this company has been a nightmare and the actions of their workers created a financial strain on me and my family for Christmas. At this point I would Never Recommend this company and advise anyone that gets a call from their marketers to hang up on them. I also got them from a [redacted] and advise people to get a refund and do not use them. They will bate-and-switch you after they show up and based on my experiences this is Not An Ethical Company.

Review: I received multiple calls from this organization and have repeatedly asked them to remove my number, as I am a do not call designee, yet they continue to call my number. The last time, which occurred on 8/20 at 10:35 a.m., I asked the lady to remove me and she hung up without confirming that I would be removed. I subsequently sent them an email requesting the same. This is borderline harassment and I am surprised that this is occurring from an organization that is identified as an A+ within the Revdex.com system.Desired Settlement: I would simply like confirmation that my number has been removed from their system. It is very unfortunate that I had to take this simple matter to this level.

Business

Response:

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

Review: I purchased a voucher for $48 to have 4 rooms and a hallway cleaned in the home. I also paid (via check $45) to have the stairs in my home cleared through Adobe Carpet Cleaning. Adobe's site speaks to a satisfaction guarantee or the company will come out to the home within 14 days to "fix the problem."

Services to be completed were:

Pre-Vacuum

Spot Clean

Precondition

Dust Baseboards

Move base Furniture

Non-residue Dry foam cleaning

Groom carpet pile

When I arrived home from work and went to see the job that was completed I was HIGHLY unsatisfied. The stairs still appeared to be dirty (the middle of the stairs appear to have been vacuumed however the edges were still full of dirt and debris and the middle of the majority of the steps appears to be darker in color and not the beige that the carpets are...still dirty from foot traffic over time) When I arrived upstairs it was even more concerning. The spots that were on the carpet (ALL of them from before) were still there. The baseboards which were a part of the deal to be wiped down were covered in what appeared to be wet dust (most likely the carpet cleaner being run directly over the dirt and dust without it being cleaned first.) This was in EVERY room. There were areas of each room where the carpets did not appear to be vacuumed or not vacuumed thoroughly and then the carpet cleaner went over the area. It was noted on the receipt that the spots were "permanent" I went to the store and got a spot shot carpet cleaner...let it soak for a few minutes and scrubbed the area. The spot came up. This should have been done from the cleaning that occurred and what was paid for. When I asked my spouse about the payment being made I was informed that the cleaners asked for the voucher and check upon arrival. They would not complete the service without having verification of payment (this is significant as I will explain later that the supervisor questioned why we would pay if we were not satisfied; however not paying until completion was never an option.) This is unethical and scheming. Money was rendered and the service was not done. Once I looked at everything I contacted Adobe Carpet Cleaning (just hours after the completion of the service) and when I asked to speak with someone regarding my concerns the man that answered the phone continued to tell me he "didn't know what I wanted him to do, as the guy that did the carpets had gone home for the day." I persisted that I needed to speak with a supervisor. When the supervisor got on the phone he began to hear part of my complaint before interrupting me and stating that he wanted to apologize for the service and he stated that he was partially to blame for the dissatisfaction because the tech that he sent out usually comes out with him but he had another engagement today and the support that he sent out with the tech was new and it was not known about the quality of work that he would provide. I expressed that because he was acknowledging that the work was not up to the expectations we were asking for a refund for the service not being completed to the standards that were guaranteed (not even close) The supervisor began to get adgitated on the phone as evidenced by trying to interrupt my feedback and beginning to personalize the complaint. He told me his age and stated that even through he is x years old even he is entitled to making a mistake. He said there have only been 2-3 concerns with the company's service during the duration of time that it has been in business (which I see now is FALSE after reading reviews and looking on the Revdex.com site. ) I informed him that I was not critiquing his personal character (as I was not concerned about his age and personal experiences over life and his mistakes) but rather I was addressing the business end of it and because he was the supervisor his job is to manage the concerns that customers have over the work that his staff complete. He continued to state that everyone makes mistakes and that the service rep that came out was "the best in the agency" and that he would send him back out tomorrow to correct the errors. I informed him that I did not want him to come back out because as a customer it is very concerning that if he (the supervisor) is acknowledging that he was the best in the agency and he also is acknowledging that the service was probably not up to standards it would be very inconvenient for me to have to move all of the items around in my home (off of the beds) for the night to sleep and then back to their places to have the same person come out again. I informed him that we paid for the service today and if he was the best then the best work should have been done today, not after a complaint was filed. He continued to interrupt me and personalize the concerns and stating repeatedly that "everyone is entitled to a mistake" and that they would come out tomorrow to fix it but there would be no refund. I informed him that they were paid for work that wasn't completed and that we did not need people coming back out to the home after all of the errors today, especially at the expense of the inconvenience that it would cost when someone took off work to be home today and that the service should have been completed appropriately by what he continued to call the best worker he had. He then stated " I will not refund you. I have never had anyone say hell no....I am not going to allow to you to try and correct something that was human error." I asked that he not cuss and that he not say a statement on behalf of me, as I did not ever cuss at him (meaning I did not say "hell no..." My partner then took over the phone call as he felt that I was being disrespected. He informed the supervisor that he needed to remain respectful towards me as I was attempting discuss a business concern with him. The call ended shortly after that as the supervisor continued to be disrespectful.

SERVICES WERE PAID IN FULL AND NEVER COMPLETED TO THE STANDARD GUARANTEED AND THE CHECK WAS CASHED SHORTLY AFTER THE WORKERS LEFT THE HOME. THE SUPERVISOR WAS DISRESPECTFUL AND USED FOULD LANGUAGE WITH MYSELF AS A CUSTOMER (SAYING THAT I WAS TELLING HIM THIS.)

I can understand human error and the opportunity to fix a mistake; however when the only part of the agreement that was upheld was showing up, this is unacceptable.Desired Settlement: A FULL REFUND for the voucher $48 and $45 for the check rendered.

Business

Response:

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.

Consumer

Response:

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]

Business

Response:

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.

Review: Have repeatedly told them to stop calling and put us on the do not call list. Minimum of 10 times. I have never used their service nor do I have carpet. They continue to call and harass.Desired Settlement: Confirmation that it WILL NOT HAPPEN AGAIN. NO MORE CALLS

Business

Response:

This number, ###-###-####, has been tagged as Do Not Call. We have quarantined the number in our new Matrix Database Management System, (MDMS) All Do Not Call files have been completely removed from the marketing database. While we are confident that these steps will help ensure that no erroneous calls are made. This system is new and we are just transitioning to full capacity. So any unattributed variants that come up will have to be defined. Suffice it to say again, that we are confident the number at issue is dispositioned appropriately. We regret any inconvenience this has caused the complainant.