Advanced Cleaning & Restoration Inc

Initial Business Response /* (1000, 5, 2016/05/13) */
Contact Name and Title: Carol S***
Contact Phone: 780-463-
On March 29th, our cleaning technician cleaned the carpets at *** for *** ***
When our tech arrived onsite he discussed with *** that her carpet was
extra heavily soiled and that she should have the carpet cleaned with our RX(a rotary extraction cleaning unit designed to clean extra heavily soiled carpet)Adam discussed the charges for this process and *** declined, she told us that this is a rental property and she did not want to spend the moneyThe cleaning package that *** chose was our basic steam clean and we explained to her that if she chose the basic steam clean that we were not going to solve the extra heavy soiling issueWe noted this on her invoice also and she signed the invoice at the end of the job*** never said anything to me about the carpet not being cleanedThe first time I heard about the carpet was when I received the correspondence from *** at the Revdex.com office
As for the wall repair, Adam informed me that he had dinged the wall at this residence*** also called me to discuss the marks on the wall and area where we had knocked some paint off and she also sent me photosI spoke with *** and told her that we would look after that no problem, and I contacted the painter that we use and sent him the detailsI explained to *** that it may take a little bit because the painters we work with had several jobs that they were working on and had a few people on the list*** told me she would like the work done before her tenant moved in on April 1st, which was days after the cleaningI apologized to her that I was not able to get the painter in that quick.We work with an awesome painter and he always takes great care of our clients
*** said she went to the unit to meet *** (the painter), *** tells me he had nothing set up with her*** tried to contact her on a couple of occasions in April and *** did not return his callsI have no problem fixing up the area we damaged, we just need *** to understand that she is on the list and *** will
look after her
Initial Consumer Rebuttal /* (3000, 7, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
one of them are liar, He called me that he would come on Friday morning at 11am but he did not show upI called in office and left message but no one called me back
I called in many time regarding this damageBut the guy keep busyI can not wait for him too long because the unit need to be done before someone moved in

Initial Business Response /* (1000, 8, 2015/08/11) */
When I spoke to *** on the phone she explained that she had spilled paint on the carpet and then she applied a bottle of citrus cleaner on the paint spillI explained to her that we could clean and flush the area, with no guarantee that we
could remove the paint or the citrus productOur success rate on spots, spills and / or products applied to carpet is about 75%
We booked an appointment for July 3rd, for *** at ***Our technician arrived at the home to clean and flush the carpet
On July 15th *** called our office to say that she wanted us to come back because the citrus odor was still quite prominentI told her that there was no problem and booked a date with herWhen I told her that there would be a charge, she told me she was not paying for our timeShe said, she paid on the first trip and wanted us to come back for free
When spills happen and / or products are applied to the to the carpet by the homeowner to try and remedy the situation, the paint and the citrus product, in this case, seep down into the carpet, through the backing of the carpet and into the underlay and sub-floorIt is next to impossible to extract through the backing and underlayA clean and flush could require more than trip, with a cost for each trip, which is the case at ***'s
This situation with *** is not a regular steam cleaning, she is saying that she still has the odor of the citrus cleaner in the carpet
We sincerely apologize that we were unable to solve the odor of the citrus product on our initial visit, when homeowners try to solve the situation on their own by applying products to the carpet and then expect that we can get them out in visit, this is not the caseWe frequently find that these difficult problem stains or odors require additional cleaning or treatments and possibly lifting the carpet to remove and replace the underlay for a charge
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I phoned and booked the carpet treatment, I told them about the citrus cleaner odourThey told me that they could remove it with a cleaning and flushing
The paint had been successfully removed by this time
None of the issues that could arise were discussed with me
No-one came to inspect the carpet before or after their treatmentThe cleaning was completed very quickly
I can not recommend Advanced Cleaning and Restoration for any kind of specialty cleaningThey didn't take the time to do a good job and they didn't inform me of the issues that could ariseThey also didn't mention that it may take additional treatment at quite a substantial cost
Final Business Response /* (4000, 12, 2015/09/02) */
Good morning;
I received your correspondence after our response to the complaint from *** ***
My apologies to *** that we could not remove the citrus odor from her carpetI have issued a refund back onto her ***
Thank you
Carol S***
Office Manager