American Carpet Care

This letter is in response to a complaint - ID #***
Please find enclosed documentation with the work orders that my company had to be on the complainant's property to provide lawn service The work orders were sent to my personal email address with the first one receive on Friday, July
18, at 11:p.m We have been mowing the lawn at the complainant's address since July, with the first service on July 22, We have mowed the lawn at this address three additional times with the dates August 5, and and September 4, and we were at the property on September 16, in the a.mto provide service again I have also enclosed the order that was sent to my personal email on Tuesday, September 16, at 3:p.mto "please cancel this order" for the complainant's property The cancellation order came in the afternoon after my employees had been gone from the complainant's address for several hours
My company works for several banks, and several national companies that represent banks and other financial institutions to provide lawn service and other services for foreclosure properties
I apologize if the complainant thought my employees were rude, they are trained to be professional on a job site, and they were only there to perform a job
If I can be of service or answer any other questions, please feel free to contact me
Sincerely,
*** ***
American Carpet Care

I made an appointment for my carpets to be cleaned and the day of, I got a call when they arrived and they were on time and everything seemed fineThey had good reviews and I have had bad experience with getting my carpets cleaned but felt good about this companyAs the man was bringing in equipment I came in to meet him and asked what time should I be back to pay him because this was a vacant rental home and I didn't want to breath down his neckHe told me I could go ahead and pay and go about my business and wouldn't have to worry about coming back and he would lock the door as he leftAfter reading reviews and talking to receptionist about what I expected in the quality, I felt ok with going ahead and paying himThis is a story bedroom, squarefthomeI then left and what I guess he didn't realize is that I live doors down, so I went home and was planning to go to the grocery store so I fiddled around and about min later I walked out to my car to leaveI glanced

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
There employees were rude and never provided an documentation regarding their work orders.  I repeatedly told them that I have received not notifications from my mortgage company and spoke with the mortgage company several times regarding this situation to be told no orders were issued and that I was not in foreclosure.
This company, or at least, the employees who were here were very unprofessional, rude, including their attitude, physical actions and the "supervisor, went to far as to tell me he was doing me a favor by not reporting me to the mortgage company; and that I was living in a travel trailer wrong on all counts.
This company did NO WORK ON THIS PROPERTY.  I returned from being gone on July 28th and immediately mowed the yard.  They showed up and pretended to mow and do work while taking pictures of them riding on the mower and doing weed eater work.  WRONG, WRONG, WRONG.  This was fault from their company and I am sure that I will be charged for their non-work. 
This companies attitude and professional actions on this matter are a joke.  If I receive billing for their non-work I will be speaking to an attorney regarding civil action; as well as having reported to my mortgage company they if they did issue an order for work that non work was done at this property by this company from the end of July forward, I was not present when they stated they did work earlier in July.  I do know they did nothing in August and September as they reported and I told them all times to leave my property and not return. 
I was harassed by the employees of this company in their actions and failure to provide any documentation or to contact the mortgage company as I requested.  They are carrying off an scam in the very best manner.  They have a lot to learn about services, especially customer service.
[redacted]

Review: cPersonnel who appeared to be with this business came to my home. They stated that they had orders from my mortgage company to do lawn work. No documentation was provided and no introduction. (My lawn was mowed three days previously) I told them that I had no documentation from my mortgage company for any work from their company; or any other company. My residence is posted with NO TRESPASSING SIGNS in two locations. I met these employees when they first arrived at the street.

They were driving a white chevy truck with a trailer hauling a stand behind mower(red in color). The truck had a sign on the door panel "American Carpet Care" with the phone number [redacted] and a Virginia License Plate [redacted].

I told them to leave They refused to leave and proceeded to unload their trailer and drive the mower around the house taking pictures of them pretending to work. No mowing done. They did the same thing with a weedeater. No work done. They were taking pictures of my home and stating again they had been told to do this by the mortgage company(the slimmer one) proceeded to go on the deck and attempted to open the back door. This person was tall and thin about 5'8'' foot, wearing a blue hooded sweatshirt, orange colored shirt and hat that was maroon with a black bill and sunglasses riding on the bill. He had a dark brown mustache and stubble, Caucasian

The other person was approximately 5'10" caucasian, heavy build and wearing an orange "American Carpet" t-shirt. Brownish colored hat with design on the bill and had a goatee. Light brown hair.

Both appeared to be in their late twenties to mid-thirties.

They were rude and aggressive using curse words. I called local police when they would not leave after being requested to do so several times.

They commented that the residence was under foreclosure and I wasn't to even be on the property. They also reported information about an entry into my home that only I, the insurance and law enforcement had the details on. Laughing while they were talking about it.They did no work, if they had any documents for the work; just rode around the house one time and took pictures. When asked again about the work they laughed and just presented a smug attitude and a double thumbs up from the "employee" wearing the sweatshirt.

The police arrived and a full incident report was given to the patrol officer.

I called my mortgage company and was told that they had no record of work being requested. They also told me no foreclosure, legal or other documents were on record with them.

I felt threated on my own property and was being bullied by these personnel.

I have pictures as documentation including employee photo, truck, equipment and actions.Desired Settlement: Letter of apology and provide me with proof of documentation they stated had been received. Never contact after apology and delivery of documentation, or be on my property again.

Business

Response:

This letter is in response to a complaint - ID #[redacted].

Please find enclosed documentation with the work orders that my company had to be on the complainant's property to provide lawn service. The work orders were sent to my personal email address with the first one receive on Friday, July 18, 2014 at 11:02 p.m. We have been mowing the lawn at the complainant's address since July, with the first service on July 22, 2014. We have mowed the lawn at this address three additional times with the dates August 5, and 19 and September 4, 2014 and we were at the property on September 16, 2014 in the a.m. to provide service again. I have also enclosed the order that was sent to my personal email on Tuesday, September 16, 2014 at 3:04 p.m. to "please cancel this order" for the complainant's property. The cancellation order came in the afternoon after my employees had been gone from the complainant's address for several hours.

My company works for several banks, and several national companies that represent banks and other financial institutions to provide lawn service and other services for foreclosure properties.

I apologize if the complainant thought my employees were rude, they are trained to be professional on a job site, and they were only there to perform a job.

If I can be of service or answer any other questions, please feel free to contact me.

Sincerely,

American Carpet Care

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

There employees were rude and never provided an documentation regarding their work orders. I repeatedly told them that I have received not notifications from my mortgage company and spoke with the mortgage company several times regarding this situation to be told no orders were issued and that I was not in foreclosure.

This company, or at least, the employees who were here were very unprofessional, rude, including their attitude, physical actions and the "supervisor, went to far as to tell me he was doing me a favor by not reporting me to the mortgage company; and that I was living in a travel trailer wrong on all counts.

This company did NO WORK ON THIS PROPERTY. I returned from being gone on July 28th and immediately mowed the yard. They showed up and pretended to mow and do work while taking pictures of them riding on the mower and doing weed eater work. WRONG, WRONG, WRONG. This was fault from their company and I am sure that I will be charged for their non-work.

This companies attitude and professional actions on this matter are a joke. If I receive billing for their non-work I will be speaking to an attorney regarding civil action; as well as having reported to my mortgage company they if they did issue an order for work that non work was done at this property by this company from the end of July forward, I was not present when they stated they did work earlier in July. I do know they did nothing in August and September as they reported and I told them all times to leave my property and not return.

I was harassed by the employees of this company in their actions and failure to provide any documentation or to contact the mortgage company as I requested. They are carrying off an scam in the very best manner. They have a lot to learn about services, especially customer service.