Aladdin Chem Dry

On August 1, we cleaned a Living Room, Bedroom, and a flight of steps for [redacted] When we arrived [redacted] was not present but her Mother was there to meet and greet us After we did a pre-inspection we gave her the price of cleaning and a price for our stain protectant Her Mother gave us approval to proceed with the protectant with the cleaning.The next day [redacted] called us and informed the office that she was not satisfied with the carpet cleaning so without question we set up a re-service on Saturday August 5, to reclean the entire job Our technicians on the second visit after re-cleaning felt the job went well and she seemed satisfied with the resultsAs a matter of fact, her comments on her negative review was “the guys removed the stains” In addition to the recleaning and re-applying the stain protective on the second visit, the technician applied a Sanitizer( $value at no additional charge) It was our way of saying sorry for not getting it completely right the first visit.The following week she calls back and wants us to refund on the stain protectant because she did not ask for it when she set the appointmentWe discuss the protection when we are in the house with the customerThis was discussed with her Mother and she approved to proceed with the applicationIn addition she goes on to say we hung up on her when she asked for her money backNot a true statement at allWe politely told her we were not going to refund her money and I would be safe to say this greatly upset her I am certain she then started her rant of bad reviews, not only to Yelp, but to Angie’s list and the Revdex.com with hopes of discouraging other people from using our companyWe have proudly served StLouis City & County and StCharles City & County for years with great success with over 30,happy customersI am sorry to say that Ms [redacted] sees us in a different light

Complaint: [redacted] I am rejecting this response because: First let's get the story straight The first couch mentioned was not very dirty at all, but did have brown spots within inches of the floor Aladdin ChemDry tested the spots and could not get them out so there was no reason to clean the couch The other couch was dirty, which is why I was having it cleaned, but not nearly as worn as they would have you believe I am not complaining about the wear, I am complaining about the dirt that is still in the fabricMy wife and I both questioned how the couch looked after their cleaning, but they take your money and ask you to wait until it dries and see how it looksThen, good luck getting your money back I have since hired [redacted] to look at the couches The first couch now looks like new They got all the brown spots out with little problem They agreed that the second couch was still very dirty After test cleaning and not able to get all the dirt out, we decided to just get a new couch instead of one still half dirty This is where a reputable company would just say they were sorry they couldn't get the dirt out and give you your money back But here we are with Aladin ChemDry fighting about a poor cleaning job Their reputation will take a bigger hit than my wallet Never again Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Whether he sold the business or not, he is legally responsible for his actions while he was the owner unless the new... owner agrees to assume the responsibilities of the previous owner, which is a very rare situation. The owner's response is nothing more than avoiding his responsibilities. I didn't pay them to make a social visit, I paid them to clean my couch, that's their business. If they couldn't perform, they should return the money like any reputable company would do. Sincerely, [redacted]

I no longer own the company as of Sept 27, This must be addressed to the new owner *** ***. *** ***

We are a reputable company that strives to meet our customer's needs. Mr*** wanted his sofas cleaned. The one sofa was heavily soiled and we knew we could not remove the spots so we advised him against cleaning that sofa. The other sofa was also soiled but heavily worn. We felt that we could clean the sofa and remove the soil which we did but there is nothing to do for wear. Mr*** requested that we come back out, which we did but there was really nothing else that could be done for the sofa regarding the wear. We feel that we did as much as possible to clean a very worn sofa. It is now clean but it is worn. We do not feel that a refund is warranted. The services were performed as requested

Initial Business Response /* (1000, 5, 2015/11/23) */
When we speak to our customers on the phone we always give them an estimate based on what they wish doneWe quoted Mrs*** a room special for $not $+ $per stepWe never in the office ask a "customer if they need
"additional treatment"Anything of that nature is discussed by the technician with the customerWhen the technician was there he asked the Mrs*** about stain guarding the carpet and she accepted itIf she did not agree we would not have done itWe do many jobs that is "clean only" and only apply it upon approval of customer.the cost of the stain guard was an additional $for the rooms and $to stain guard the steps.After checking her invoice the technician forgot to add the cost of protecting the steps($14.00) to the totalThe total should have been $not $It was not till we finish a job that we ask for paymentIf Mrs*** felt we "scammed" her why would she not dispute payment prior to writing her check to us and signing off on the invoice before we left? *** *** who did her work has been with us for over years and is our most requested technicianVery honest and dependableOur customers love himSeems very odd that she felt scammed and deceived by an honest employee
With that said I would be happy to extend a 20% discount refund towards the additional charge of $for the stain guardThe amount refunded will be $

Initial Business Response /* (1000, 6, 2015/10/14) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We feel we did as good a job we could with the pre-existing condition of water damage and permanent staining to carpets
With that
said we have decided to return her payment for cleaning and refund her 100%
Initial Consumer Rebuttal /* (2000, 8, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This refund will be appreciated as I will be able to have another company to come out and clean my carpet and deodorize it
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/09/24) */
There is nothing in our carpet cleaning solution that would have caused a "bleach" spot on Mrs. [redacted]'s rug. As a courtesy to her we took the rug back to our shop to evaluate situation and see if we could help her remedy the situation. We first...

put it in our commercial washer with no soap or detergents on rinse only cycle to "rinse" out any surfactants that may have been in her rug. As you can see in the attached photos the amount of suds occurring in the washer. This was a pre-existing situation. Mrs. [redacted] replies in her complaint that the suds were a result of a treatment applied to her rug to protect the fibers from shedding. I am uncertain how Mrs. [redacted] has come up with her findings but to me are not accurate.
I called her and informed her where we were with her rug and offered her an idea to work with the rug and try to blend in the spot so it's not so noticeable. She agreed to this step and I must say the procedure worked very well to conceal the pre-existing spot and condition. (wish I had a picture to show you).
Should you have any additional questions, please do not hesitate to contact me.
Respectfully,
[redacted]
President

On August 1, 2017 we cleaned a Living Room, Bedroom, and a flight of steps for [redacted]. When we arrived [redacted] was not present but her Mother was there to meet and greet us.  After we did a pre-inspection we gave her the price of cleaning and a price for our stain protectant.  Her...

Mother gave us approval to proceed with the protectant with the cleaning.The next day [redacted] called us and informed the office that she was not satisfied with the carpet cleaning so without question we set up a re-service on Saturday  August 5, 2017 to reclean the entire job.  Our technicians on the second visit after re-cleaning felt the job went well and she seemed satisfied with the results. As a matter of fact, her comments on her negative review was “the guys removed the stains”.  In addition to the recleaning and re-applying the stain protective on the second visit, the technician applied a Sanitizer( $60 value at no additional  charge) It was our way of saying sorry for not getting it completely right the first visit.The following week she calls back and wants us to refund on the stain protectant because she did not ask for it when she set the appointment. We discuss the protection when we are in the house with the customer. This was discussed with her Mother and she approved to proceed with the application. In addition she goes on to say we hung up on her when she asked for her money back. Not a true statement at all. We politely told her we were not going to refund her money and I would be safe to say this greatly upset her.  I am certain she then started her rant of bad reviews, not only to Yelp, but to Angie’s list and the Revdex.com with hopes of discouraging other people from using our company. We have proudly served St. Louis City & County and St. Charles City & County for 28 years with great success with over 30,000 happy customers. I am sorry to say that Ms. [redacted] sees us in a different light.

Complaint: [redacted]
I am rejecting this response because: Whether he sold the business or not, he is legally responsible for his actions while he was the owner unless the new...

owner agrees to assume the responsibilities of the previous owner, which is a very rare situation.  The owner's response is nothing more than avoiding his responsibilities.  I didn't pay them to make a social visit, I paid them to clean my couch, that's their business.  If they couldn't perform, they should return the money like any reputable company would do.    
Sincerely,
[redacted]

In response to this complaint, because we have been a reputable company for over 27 years and with thousands of satisfied customers,  we would like to offer a refund of $75.00 which is more than half of the cost of the service performed.  We hope that this will satisfy the customer and show good faith.

Complaint: [redacted]
I am rejecting this response because: First let's get the story straight.  The first couch mentioned was not very dirty at all, but did have brown spots within 12 inches of the floor.  Aladdin ChemDry tested the spots and could not get them out so there was no reason to clean the couch.  The other couch was dirty, which is why I was having it cleaned, but not nearly as worn as they would have you believe.  I am not complaining about the wear, I am complaining about the dirt that is still in the fabric. My wife and I both questioned how the couch looked after their cleaning, but they take your money and ask you to wait until it dries and see how it looks. Then, good luck getting your money back.  I have since hired [redacted] to look at the couches.  The first couch now looks like new.  They got all the brown spots out with little problem.  They agreed that the second couch was still very dirty.  After test cleaning and not able to get all the dirt out, we decided to just get a new couch instead of one still half dirty.  This is where a reputable company would just say they were sorry they couldn't get the dirt out and give you your money back.  But here we are with Aladin ChemDry fighting about a poor cleaning job.  Their reputation will take a bigger hit than my wallet.  Never again.  
Sincerely,
[redacted]