We went out and did the job. I want to point out that I absolutely underbid on the fact that we were under the impression that we would be doing additional work for this customer. The refund of $487.00 he is requesting is on a service that was of no charge at all. We charge for ventilation cleaning...
and then we offer BASIC steam cleaning of carpets for free that go with the promotion. We have no hidden charges and no hidden wording on how we bill for it. The investment of the products and the work that we did outweigh the amount we charged him. There was no upsell on this job. There were no complications with the duct cleaning service. His complaint is on the service that did not even cost him a dime. We showed him 3 separate demonstrations throughout the building on the carpet. The products we use are far far different from the ones sold to the general public. We use commercial grade products. The carpet when we got there was brown. Once we cleaned them, they dramatically changed colors and I will send photos to prove that. He mentions in the complaint that he used a [redacted] AND hired another company. This does not make sense. Why would he do both? After the first day of cleaning, I looked at the carpet, and as a good faith and being there for my customer, I wanted to use a more powerful method to make the carpet look better so I spent a second day on this. We spent over 12 hours in 2 days on this job. I tried to resolve this with him as my #1 is to make the customer happy. I told him I would come back and clean his carpets 10 times if he wanted. I told him if he purchased a product that he thought would work better, I would use the product and clean the carpets myself. We cannot come in with inappropriate products, they are not in guideline of what we do. There are a number of reasons we do not use them because they are not commercial grade.
Initial Business Response /* (1000, 6, 2015/12/01) */
Every customer is charged a flat rate of a $15 travel fee if services are performed. I did not charge them a travel fee and they will not be charged because no work was performed. She was given an estimate by phone for carpet cleaning services....
She was quoted $9 per room for steam cleaning. We do free in home analysis and inspection. We told her she needed additional pet urine treatments and we would give her some of the gallons for free. We just asked her to cover the cost of the additional gallons that we would use. She had given us the wrong address to her residence which is why we were running behind and that was explained to her. We told her it would be $245 but we would waive the travel fee and additional deep cleaning fees and the $45 fee that was quoted in the beginning. She then told us she could not afford that. She said she just wants a steam cleaning but we told her this would not clean the carpets of the pet urine and we did not want to perform a service that was not going to give them satisfactory results. I was not accusing her of lying or trying to argue with her. I was just explaining to her that the steam cleaning service would not clean her carpets thoroughly.
We went out and did the job. I want to point out that I absolutely underbid on the fact that we were under the impression that we would be doing additional work for this customer. The refund of $487.00 he is requesting is on a service that was of no charge at all. We charge for ventilation cleaning...
and then we offer BASIC steam cleaning of carpets for free that go with the promotion. We have no hidden charges and no hidden wording on how we bill for it. The investment of the products and the work that we did outweigh the amount we charged him. There was no upsell on this job. There were no complications with the duct cleaning service. His complaint is on the service that did not even cost him a dime. We showed him 3 separate demonstrations throughout the building on the carpet. The products we use are far far different from the ones sold to the general public. We use commercial grade products. The carpet when we got there was brown. Once we cleaned them, they dramatically changed colors and I will send photos to prove that. He mentions in the complaint that he used a [redacted] AND hired another company. This does not make sense. Why would he do both? After the first day of cleaning, I looked at the carpet, and as a good faith and being there for my customer, I wanted to use a more powerful method to make the carpet look better so I spent a second day on this. We spent over 12 hours in 2 days on this job. I tried to resolve this with him as my #1 is to make the customer happy. I told him I would come back and clean his carpets 10 times if he wanted. I told him if he purchased a product that he thought would work better, I would use the product and clean the carpets myself. We cannot come in with inappropriate products, they are not in guideline of what we do. There are a number of reasons we do not use them because they are not commercial grade.
Initial Business Response /* (1000, 6, 2015/12/01) */
Every customer is charged a flat rate of a $15 travel fee if services are performed. I did not charge them a travel fee and they will not be charged because no work was performed. She was given an estimate by phone for carpet cleaning services....
She was quoted $9 per room for steam cleaning. We do free in home analysis and inspection. We told her she needed additional pet urine treatments and we would give her some of the gallons for free. We just asked her to cover the cost of the additional gallons that we would use. She had given us the wrong address to her residence which is why we were running behind and that was explained to her. We told her it would be $245 but we would waive the travel fee and additional deep cleaning fees and the $45 fee that was quoted in the beginning. She then told us she could not afford that. She said she just wants a steam cleaning but we told her this would not clean the carpets of the pet urine and we did not want to perform a service that was not going to give them satisfactory results. I was not accusing her of lying or trying to argue with her. I was just explaining to her that the steam cleaning service would not clean her carpets thoroughly.