Alternative Refinishing

Revdex.com spoke to Patrick at business and the following was relayed: We originally offered the customer the maintenance coupon which would have discounted the room from $to $We cannot offer a refund as the description of what the customer found after cleaning the rug is not consistent with a rug that is only walked on in socksThe portable cleaner may not have been cleaned out all the way prior to using on the rug as there were no stains or markings

On 7/24/I had my technicians go and clean the *** home*** *** called at around 10:am to ask where the technicians were, I apologized for them not being there as of yet and informed her that they would be there in about an hourOur policy when the technicians first arrive in our
customer's home is to do a thorough walk through during which they ask about concerns and also the areas that we will be cleaningThis is done to make sure that we have all the information correctly listed, and to make sure that we clean everything the customer wants to be cleaned We use a truck mounted steam cleaning method in which we do use liquid in order to clean the carpets, this does leave the carpet damp when we leave and normally takes - hours to dry completely. *** *** called me after my technicians had left and described the situation and how she was dissatisfied with the work. I apologized that she wasn't satisfied and immediately offered for my technicians to come out free of charge to re-clean her house. She, at first, refused this option and stated that she just wants her money back At this time I advised her our policy is that we guarantee our work and would need to send another technician back to re-clean her carpet free of charge instead of issuing a refund I also advised pet hair is something that we would not be able to remove completely due to the fact that it entangles itself in the fibers of the carpet and with very little surface area it becomes impossible to just vacuum it off the carpetAt this time she agreed for my technician to come back to the house to clean it againOn 7/28/2015, the day of the appointment for her house to be re-cleaned, she called and stated that she wouldn't be able to be at the house to let us inI apologized for any inconvenience again and offered to reschedule she stated she just wants her money backI again stated our policy with our guarantee and having our technician come to clean a second time free of charge in order to satisfy herShe then rescheduled the re-cleaning of her house for the date of 08/14/As of this date she hasn't called back to say that she will not let us in the house to re-clean or that she doesn't want to keep the appointment anymore

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowIn response to the company's latest communication: We originally offered the customer the maintenance coupon which would have discounted the room from $to $SO WHAT THEY ARE SAYING IS THAT ONLY A FEW WEEKS AFTER THEY HAVE SUPPOSEDLY THOROUGHLY CLEANED THE CARPETS, THEY SHOULD BE IN NEED OF A "MAINTENANCE SERVICE?" AND WHAT DOES THAT DO FOR ME, THE CUSTOMER? THAT IS ONLY A 15% DISCOUNT OFF OF THE ORIGINAL SERVICESO, IN LESS THAN TWO MONTHS, A CUSTOMER SHOULD EXPECT TO HAVE TO HAVE THEIR CARPETS CLEANED TWO TIMES, AND PAY NEARLY THE SAME AMOUNT EACH TIME? IS THAT FACT ANYWHERE NOTED IN THEIR ADVERTISING? IF SO, I'D LIKE TO SEE WHERE THE PROMOTIONAL COUPON I RECEIVED DETAILS THAT EXPECTATIONWe cannot offer a refund as the description of what the customer found after cleaning the rug is not consistent with a rug that is only walked on in socksWHAT DOES THIS MEAN? IS THE COMPANY NOW SAYING THEY KNOW HOW WE LIVE IN THE HOUSE? MY HOUSE IS VERY CLEAN, AND YES, WE DO WALK INSIDE WITHOUT SHOESTHE BASEMENT CARPET HAD NOT BEEN CLEANED IN A WHILE, UNTIL THEY (SUPPOSEDLY) CLEANED ITTHEY HAVE NOT VISITED MY HOUSE SINCE THE COMPLAINT, SO HOW CAN THEY SAY WHAT IS AND IS NOT CONSISTENT WITH OUR CLEANLINESSIN FACT, THE PERSON AT THE COMPANY WHO IS RESPONDING TO THIS COMPLAINT HAS NEVER BEEN IN MY HOME - HE HAS NO IDE WHAT THE ENVIRONMENT ISINTERESTING THOUGH, HIS SERVICE TECHS DID THE CLEANING IN THEIR SHOES - NEVER REMOVED THEM, NEVER COVERED THEM, THE ENTIRE TIME THEY WERE IN THE HOUSEDID NOT CLEAN THEM WHEN THEY ARRIVED EITHER. The portable cleaner may not have been cleaned out all the way prior to using on the rug as there were no stains or markingsMY RUG SHAMPOOER WAS CLEAN, AND I KNOW THIS BECAUSE IT HAS A SEE-THRU TANKYOU CAN IMMEDIATELY SEE IF THERE IS DIRT LEFT IN THE SHAMPOOERSO, NO, T HIS IS NOT THE ISSUEAS I SAID FROM THE START , THIS ISN'T ABOUT A STAIN, IT IS ABOUT DIRT IN THE FIBERS, WHICH YOU CANNOT SEE FROM A TOP DOWN VIEWTHIS IS ABOUT DIRT THAT WAS NEVER REMOVED FROM BELOW THE SURFACE THIS IS ABOUT SHODDY WORK ON CLEANING MY CARPETS. SO BASICALLY, THIS COMPANY SHOULD ADVERTISE: WE WILL SORT OF CLEAN YOUR CARPETS AND WHILE THEY WILL LOOK CLEAN TO YOUR SURFACE VIEW, WE CANNOT BE SURE WE''LL ACTUALLY GET THE DIRT OUR FROM THE CARPET FIBERS - SO WHEN YOU HIRE US, YOU TAKE A CHANCE ON MAYBE GETTING A GOOD CLEANING, OR MAYBE GETTING REALLY SHODDY WORK - BUT EITHER WAY - YOU CAN PAY US AGAIN IN A FEW WEEKS TO DO IT ALL OVER IF YOU WANTI am requesting a refund.
Regards,
*** ***

Revdex.com spoke to Patrick at business and the following was relayed: The customer called us 6 weeks after by sending us an email.  There is no mention of any visible spots from our service, the customer was cleaning a spot of their own weeks after the service. We have a 10 day guarantee which this...

is well beyond.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I do not wish to keep the appointment scheduled on 8/14.  I do not want these people back in my home.  I want a full or would even settle for a partial refund.  It is not convenient for me to have these people come back and I have already cleaned the carpets myself.  I did not call because I was sick of calling and not getting a resolution.  I called the day of the rescheduled clean because my son was sick.  I feel that I am owed a refund.  I understand that it is not the comapnies policy but when you hire someone to clean your carpets, you expect that the carpets will be cleaned.  The service was not done therefore I am owed my money back. Regards,
[redacted]