Alpine Specialty Cleaning

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

September 29, 2015To whom it may Concern at the Revdex.com: It hasbeen brought to our attention at Alpine Specialty Cleaning, Incof 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] , [redacted] ***After the appointment was scheduled, ourtechnician performed degrees of truck-mounted steam cleaning on all areasspecified by Mrs [redacted] on Monday, August 3rd, We wereinformed by Mrs [redacted] prior to our arrival that the tenants occupying theresidence had left severe staining throughout the carpetingWe informed herthat there is no guarantee that we would be able to remove such stainsUponour first technician’s arrival, Barry detected pet urine staining and odorthroughout the entire home and strongly suggested the application of ourenzymatic deodorizerMrs [redacted] did not authorize this treatment at this timeas she didn’t feel it was necessaryAfter the cleaning was performed, Mrs [redacted] was not satisfied with theresultsBeing 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, with a secondary technician, Vince, as Mrs***requested to not send Barry backIn 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 urineThis was authorized byMrs***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 areasDue 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 resultsOur technicians madevery thorough notes as required by Alpine Specialty Cleaning of the deeplysoiled carpetingWe 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 degrees of steam cleaning, but was still not rectified as aprofessional cleaning to Mrs***’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 servicesShe 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 homeMrs [redacted] informedBrittny that she took it upon herself to rent a [redacted] carpet-cleaner toonce again try and rid staining and odorBrittny told her that we would be happyto place a credit on her account for perhaps a different cleaning service, inwhich she accepted for house cleaningA 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 professionalShe saidthat after speaking with her husband, they had come to the conclusion that moreshould have been doneBrittny said that she would be turning the situationover to the owner of the companyEric, the owner of Alpine Specialty Cleaningcontacted Mrs [redacted] personally and was only able to reach her voicemailHeleft 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 amountAfter negotiation back and forth via telephone of an acceptableamount to refund Mrs***, Brittny said to Mrs***, “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 thisprocessThus, 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 ofherAfter another few weeks span, Mrs [redacted] phoned the office and requestedto speak with Brittny again, which ended up being over a minute phone call,in which we have on a recordingDuring 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 leaseSheindicated 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 premiseMrs [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 catBrittnyhad 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 resultsAfter 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***This letter was delivered to Mrs [redacted] onFriday, September 25th, via email and stated such facts that weare unfortunately unable to indicate the differenceMrs [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 affiliatedWe at Alpine Specialty Cleaning have doneeverything within our power to perform duties within the scope of work in whichwe were hired forWe wish Mrs [redacted] the best of luck and have still notatedher account to reflect the credits that we have offered herShe will always bewelcome at Alpine Specialty Cleaning and we look forward to doing business withher in the futureWe recognize the information provided in this document maybe verbose due to the length of time communicating back and forth with Mrs.***We are able to provide further documentation as needed such as emails,recorded phone calls, invoices, etc