Alpine Specialty Cleaning, Inc

We have set up a free deodorizer/enzyme treatment this week to take care of the problem

To whom it may concern at the Revdex.com, It has been brought to our attention, of one *** ***, who has rejected our previous response regarding her dissatisfaction of services performed as well as the customer service portrayed during these carpet cleaning appointmentsWe apologize for not mentioning the disciplinary action that the two technicians received, as this is a confidential matter that pertains only to said technicians and the HR departmentWe do want Mrs*** to understand that their actions did not go unnoticed, and if she feels that it is compromising the integrity of our company by not mentioning this to her, we will by all means rectify in this letter, that they were reprimandedOur policy is not that of giving money back, instead, we choose to return to the customer’s home to show them that we are whole-heartedly able to correct the situation, whether it be that the cleaning was not performed to the client’s standards, or the results did not turn out as expectedBy doing this, Alpine Specialty Cleaning, Inchas remained one of the Puget Sound’s recognized leaders in the community and cleaning industryAlpine’s mission is “To provide a superior customer and employee experience while continuing to achieve profitable growth through outstanding quality, innovation, and building enduring relationships.” We have gone above and beyond, phone call by phone call, and email by email over a three month span for Mrs*** to make this experience right with her and accommodate her requests, and will continue to do so in order to show her what Alpine Specialty Cleaning is all aboutWe value her as a customer in every aspect and would never want to hear from any one of our clients that they do not wish to use our services again, thus, we have placed credits on her account applicable to other services, as well as made a special exception of partially refunding her order for the enzymatic deodorizer that she feels did not cure the pet urine in the carpetOur customer service team will strive to take this circumstance as a learning experience, and use knowledge gained to appropriately assist our clients’ needs in any way possible, always standing by our mission.Kind Regards,Alpine Specialty Cleaning, Inc

Complaint: [redacted]I am rejecting this response because: Alpine has been dishonest in their comments. Brittney told me that both Barry and Vince were both written up, which I found disloyal to the company, sharing their dirty laundry about proprietary information.So, If they BOTH received corrective action, may I ask what for? If they truly did what they were supposed to do, they wouldn't have received corrective action... but rather have been recognized for their work. But no, they received these actions because they failed the customer and did not do what the customer had paid $400 to do. I have witnesses that were there when Barry cleaned the carpets. They were my contractors that called me right away to tell me that he had not done the job.  AGAIN, the carpets were not cleaned twice. Vince confirmed that Barry didn't complete the job. And Vince  was only at my home for about 30minutes, which covered 200 sq feet of carpet in home that has 1,600 square feet. Had Vince truly cleaned the entire home again, he would have been at my home for a much longer period of time. VInce mentioned that he was on his 5th job for the day, when he arrived at my home at approx. 1:30pm.. This reflects that technicians do not spend enough time at each carpet cleaning job. I paid 400  for a service letting Alpine benefiting by marking off as many houses on the list that they could do half way with a great return, only with the customer suffering because of it. Perhaps I wouldn't have had to replace my carpets had Alpine actually done their job. I did receive a phone call from Eric and did not return is call because I did not feel comfortable talking to another man about Vince pretending to unbuckle his pant and urinate on my carpet, as his exact words were in my original complaint "they say ammonia treats ammonia." I find it odd that Alpine hasn't address the way that Vince spoke to me, which to me means 2 things. Either 1 isn't not important to Alpine that a customer be treated this way, or 2. they are so ashamed of it, that don't even want to address is as it has obviously made a poor reflection on them as a "family Friendly" company. Really? Thank God my kids weren't there. And after Vince did that he then laughed about it. what? it's not funny, actually disgusting, disrespectful to me as a woman and a customer. Alpine will not be asked back not knowing if the job will be done correctly or even at all and not knowing if I will be insulted again. I am still requesting the remainder of my refund. According to Brittny, it's not Alpine's policy to return a customer's money? what? where's the guarantee? Perhaps it's guaranteed that you will be insulted and treated so poorly.Sincerely,[redacted]

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

September 29, 2015To whom it may Concern at the Revdex.com:                It hasbeen brought to our attention at Alpine Specialty Cleaning, Inc. of an unsatisfiedreported review regarding cleaning services...

performed for one, [redacted]. Mrs. [redacted] contacted us via an email inquiry in July of 2015regarding her interest in carpet cleaning for her rental home located at [redacted] DR [redacted]. After the appointment was scheduled, ourtechnician performed 220 degrees of truck-mounted steam cleaning on all areasspecified by Mrs. [redacted] on Monday, August 3rd, 2015. We wereinformed by Mrs. [redacted] prior to our arrival that the tenants occupying theresidence had left severe staining throughout the carpeting. We informed herthat there is no guarantee that we would be able to remove such stains. Uponour first technician’s arrival, Barry detected pet urine staining and odorthroughout the entire home and strongly suggested the application of ourenzymatic deodorizer. Mrs. [redacted] did not authorize this treatment at this timeas she didn’t feel it was necessary. After the cleaning was performed, Mrs. [redacted] was not satisfied with theresults. Being that our policy is to provide “A Superior Customer Experience,”we happily returned to the same location to address the carpeting again onWednesday, August 12, 2015 with a secondary technician, Vince, as Mrs. [redacted]requested to not send Barry back. In agreement with Barry’s detection of peturine staining and odor, Vince suggested the use of an enzymatic deodorizer andpad flushing in hopes to rid the pungent odor of urine. This was authorized byMrs. [redacted]. Vince, being a seasoned and trained carpet cleaner through theIICRC suggested that there were some areas of the carpeting that were not goingto change due to the severe staining and felt it was not necessary to addresssuch areas. Due to staining and odors being so deeply embedded into the backingand padding of the carpeting, we were not able to fully remove the stains/odor,thus, Mrs. [redacted] was still not satisfied with the results. Our technicians madevery thorough notes as required by Alpine Specialty Cleaning of the deeplysoiled carpeting. We at Alpine Specialty Cleaning include a pre-spray treatmentwith every carpet cleaning to help break-down soils for an easier extraction.This was done twice to the carpeting, as well as the enzymatic deodorizer andpad flush, and 220 degrees of steam cleaning, but was still not rectified as aprofessional cleaning to Mrs. [redacted]’s standards.Mrs. [redacted] phoned the office and particularly spoke withBrittny, the customer service representative that had originally booked theappointment and demanded a refund of services. She indicated that she is tryingto put the house on the market to sell and she needed to have the carpets inbetter condition for best results in showcasing the home. Mrs. [redacted] informedBrittny that she took it upon herself to rent a [redacted] carpet-cleaner toonce again try and rid staining and odor. Brittny told her that we would be happyto place a credit on her account for perhaps a different cleaning service, inwhich she accepted for house cleaning. A few days later, Mrs. [redacted] phoned theoffice again, only requesting to speak with Brittny, and still insisted thatshe wanted her money refunded as she felt the job wasn’t professional. She saidthat after speaking with her husband, they had come to the conclusion that moreshould have been done. Brittny said that she would be turning the situationover to the owner of the company. Eric, the owner of Alpine Specialty Cleaningcontacted Mrs. [redacted] personally and was only able to reach her voicemail. Heleft her a message and she called the office back, again requesting to speakwith Brittny and indicated that she no longer wished to speak with the owner,and she would only like to be contacted back if we decided to give her a refundof some amount. After negotiation back and forth via telephone of an acceptableamount to refund Mrs. [redacted], Brittny said to Mrs. [redacted], “What amount will makeyou happy?” In which Mrs. [redacted] responded, “I was wondering how long it wasgoing to be before you asked what it was going to take to make me go away.”After such comments, Mrs. [redacted] wished to have her deodorizer and pad flushrefunded since there seemed to be no results, per her standards from thisprocess. Thus, we refunded $160.00.After continuous emails back and forth between Brittny andMrs. [redacted] stating that Mrs. [redacted] was so beyond pleased with Brittny’s levelof customer service, she said she would be happy to return to Alpine because ofher. After another few weeks span, Mrs. [redacted] phoned the office and requestedto speak with Brittny again, which ended up being over a 30 minute phone call,in which we have on a recording. During this phone call, Mrs. [redacted] informedthe representative that she was in the middle of a legal arbitration with thetenants occupying her [redacted] home regarding them breaking their lease. Sheindicated to Brittny that she had allowed the tenants to have one dog on thelease and no cats and feels that the tenants had violated their lease by havinga cat on the premise. Mrs. [redacted] had indicated that due to the fact that shehad snapped a photo of a cat on the premise, she was wondering if ourtechnicians, Barry or Vince, were able to determine the difference between catand dog urine in the carpeting and requested that we send her a letter statingthe difference in hopes to catch them violating their lease with the cat. Brittnyhad told Mrs. [redacted] that she would have to do some research in figuring out howto distinguish the difference between animal urines and would be happy toprovide a letter with the results. After researching the topic and concluding that we at AlpineSpecialty Cleaning have no such technology to scientifically differentiate theurines being specifically cat or dog staining and odors, Brittny provided therequested letter to Mrs. [redacted]. This letter was delivered to Mrs. [redacted] onFriday, September 25th, 2015 via email and stated such facts that weare unfortunately unable to indicate the difference. Mrs. [redacted] continued tocontact the representative via email with her frustration of wanting to havethis proof for her personal arbitration with her tenants in which AlpineSpecialty Cleaning is not affiliated. We at Alpine Specialty Cleaning have doneeverything within our power to perform duties within the scope of work in whichwe were hired for. We wish Mrs. [redacted] the best of luck and have still notatedher account to reflect the credits that we have offered her. She will always bewelcome at Alpine Specialty Cleaning and we look forward to doing business withher in the future. We recognize the information provided in this document maybe verbose due to the length of time communicating back and forth with Mrs.[redacted]. We are able to provide further documentation as needed such as emails,recorded phone calls, invoices, etc.

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

We have taken responsibility for this damage after further inspection and will replace the window sill.