I had spoke to [redacted] regarding this job (the original technician on the job) and he said that the carpet overall cleaned up nicely and did not have any spots when he left [redacted] then called Stanley Steemer and spoke to one of our customer service agents and scheduled a courtesy call stating that a few spots had appearedWe sent out a crew to the courtesy call and was notified by the crew from the job that these spots were not something that could come back up from the carpet, but were fresh spotsThey then re-cleaned the spots and closed the job [redacted] then called our quality control supervisor telling him that he wants a full refund because we did not clean the carpets properly and caused spots, he said he hired Zerorez carpet cleaners and they made the spots "better" [redacted] was told that Stanley Steemer provides a day customer service guarantee on our services (It also states it on the receipt), regardless if it was beyond the day limit we would have been happy to fix any issues anywaysWe need sufficient opportunity to take care of a problem before a customer just hires another company and tells us to refund them He hired another company prior to speaking to any management at Stanley Steemer and giving management time to come to his house to look at the areas of concernBased on all these conditions we could not offer him a refund for the service we providedManagement was not given an opportunity to even view the job because he had hired another company already and proceeded to tell us to refund him in full
This issue has been resolved with the customer , this did take longer to be resolved than it should have , due to the issues we had finding a solid contractor to go out and complete the work All new flooring has been installed and the charge for the service was refunded
After reviewing our complaints internally I see that the customer never contacted us directly regarding his/her concernsHad they just contacted our toll free number which has operators available 24/or visited our website we would have been able to hear out the customers concerns and get the customer the receipt which they state was never received, based on the amount of time lapsed between the job being finished and the customer never contacting us directly to resolve any issues they may have had with our service I'm limited on what I can do at this pointHad we been given a direct opportunity and been contacted in a timely manner we would have been more than happy to re-clean any area rugs or if the customer was that unhappy a possible refund may have been an option, in good faith I'm willing to offer the customer a 100$ refund for the hassle.***[redacted] .*** our nationally recognized website lists many ways to contact us directly to resolve any issues along with it stating that any customer questioning our workmanship must be reported within days of completion of the work or it will be subject to a service charge at our option
I had spoke to [redacted] regarding this job (the original technician on the job) and he said that the carpet overall cleaned up nicely and did not have any spots when he left [redacted] then called Stanley Steemer and spoke to one of our customer service agents and scheduled a courtesy call stating that a few spots had appearedWe sent out a crew to the courtesy call and was notified by the crew from the job that these spots were not something that could come back up from the carpet, but were fresh spotsThey then re-cleaned the spots and closed the job [redacted] then called our quality control supervisor telling him that he wants a full refund because we did not clean the carpets properly and caused spots, he said he hired Zerorez carpet cleaners and they made the spots "better" [redacted] was told that Stanley Steemer provides a day customer service guarantee on our services (It also states it on the receipt), regardless if it was beyond the day limit we would have been happy to fix any issues anywaysWe need sufficient opportunity to take care of a problem before a customer just hires another company and tells us to refund them He hired another company prior to speaking to any management at Stanley Steemer and giving management time to come to his house to look at the areas of concernBased on all these conditions we could not offer him a refund for the service we providedManagement was not given an opportunity to even view the job because he had hired another company already and proceeded to tell us to refund him in full
This issue has been resolved with the customer , this did take longer to be resolved than it should have , due to the issues we had finding a solid contractor to go out and complete the work All new flooring has been installed and the charge for the service was refunded
After reviewing our complaints internally I see that the customer never contacted us directly regarding his/her concernsHad they just contacted our toll free number which has operators available 24/or visited our website we would have been able to hear out the customers concerns and get the customer the receipt which they state was never received, based on the amount of time lapsed between the job being finished and the customer never contacting us directly to resolve any issues they may have had with our service I'm limited on what I can do at this pointHad we been given a direct opportunity and been contacted in a timely manner we would have been more than happy to re-clean any area rugs or if the customer was that unhappy a possible refund may have been an option, in good faith I'm willing to offer the customer a 100$ refund for the hassle.***[redacted] .*** our nationally recognized website lists many ways to contact us directly to resolve any issues along with it stating that any customer questioning our workmanship must be reported within days of completion of the work or it will be subject to a service charge at our option