Astrobrite Carpet Upholstery Cleaning

[redacted] called us with stain issuesI told her we could return and redo the carpet cleaning as sometimes deep stains wick back up and require a second cleaningShe refused and demanded a full refundI told her that she must allow us to resolve the situation first as it is our policy on our web site which is how she found usShe is trying to say that it is not on our business cards but that is not how customers find us it is how they re-find us for latter appointmentsShe only received a business card after we finished the jobOur policy is also on her receipt that she signedWe are still willing to return and re-clean the areas in question and do a special spot removal where she says the chair left a stain but we are not claiming responsibility for that stain because we did put plastic protectors under the furnitureWhen customers move the furniture the plastic protectors move tooThere is no way to prove who is at fault for thatThank you, Steve H***

As I said before we are willing to re-clean any areas that you have a
problem withWhenever your carpets are cleaned you should expect wicking
problems sometimesWicking occurs because some stains are deep and will come
to the surface during the drying processNo company is at fault for thisIt
is just the way some deep stains react from cleaning

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
1) "Happy": Ask Tom how happy I was w/his serviceAsk him if I gave him a tip)"Dishonest": The only piece of furniture Tom had to move in my bedroom was a Queen Ann chairHe obviously saw the stain left by the stain on the wooden legs when he went to move it back to its original locationHe should have told me what had happened, not left the chair over the stain for me to find when I moved the chair3) "Advertising": I have four business cards that state if I am not thrilled you have a 100% money back guaranteeYou can't be expected to be a respected company if you have different things printed on different avenues of advertisingThese cards were given to me by Tom.
4) Please explain how a small dog bone would be left behind on the sofa that was supposedly cleaned5) When I made my initial phone call to your business, I specifically asked if you had truck mounted equipment, as that is how I wanted my carpets cleanedYou said yes, yet Tom showed up with only what looked like a "*** ***" piece of cleaning equipment which, by-the-way, kept cutting out on him If my husband and I hadn't spent a couple of hours the day before moving every piece of furniture out of all of our rooms, I would have refused his service, but he did a lot of fast talking and convinced me the way he was going to clean my carpets was even better than a truck mounted cleaning!
Steve, you didn't do what was promised and I am not satisfied with any portion of the cleaning done by Tom Instead of this going back and forth, make me an offer for either a full refund, which is what I want, or a partial refund that I can live with
Regards,
*** ***

From: ***">Date: Thu, May 22, at 6:PMSubject: complaint ID ***To: ***
*** ***
I am writing you in regards to a complaint submitted on 4/4/by *** *** *** ID ***The technician had returned the rug to the wrong address
*** didn’t call us to let us know she didn’t receive the rugWe had closed the invoice and assumed all was good
Once we received your letter we investigated what had happenedWe returned the rug to *** *** *** today 5/22/and she was satisfied
Thank you,
*** ***
Astrobrite Carpet Cleaning
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:1) "Happy": Ask Tom how happy I was w/his serviceAsk him if I gave him a tip)"Dishonest": The only piece of furniture Tom had to move in my bedroom was a Queen Ann chairHe obviously saw the stain left by the stain on the wooden legs when he went to move it back to its original locationHe should have told me what had happened, not left the chair over the stain for me to find when I moved the chair.3) "Advertising": I have four business cards that state if I am not thrilled you have a 100% money back guaranteeYou can't be expected to be a respected company if you have different things printed on different avenues of advertisingThese cards were given to me by Tom. 4) Please explain how a small dog bone would be left behind on the sofa that was supposedly cleaned.5) When I made my initial phone call to your business, I specifically asked if you had truck mounted equipment, as that is how I wanted my carpets cleanedYou said yes, yet Tom showed up with only what looked like a "*** ***" piece of cleaning equipment which, by-the-way, kept cutting out on him If my husband and I hadn't spent a couple of hours the day before moving every piece of furniture out of all of our rooms, I would have refused his service, but he did a lot of fast talking and convinced me the way he was going to clean my carpets was even better than a truck mounted cleaning!Steve, you didn't do what was promised and I am not satisfied with any portion of the cleaning done by Tom Instead of this going back and forth, make me an offer for either a full refund, which is what I want, or a partial refund that I can live with
Regards,
*** ***

*** *** called us with stain issuesI told her we could return and redo the carpet cleaning as sometimes deep stains wick back up and require a second cleaningShe refused and demanded a full refundI told her that she must allow us to resolve the situation first as it is our policy on our
web site which is how she found us. She is trying to say that it is not on our business cards but that is not how customers find us it is how they re-find us for latter appointmentsShe only received a business card after we finished the jobOur policy is also on her receipt that she signedWe are still willing to return and re-clean the areas in question and do a special spot removal where she says the chair left a stain but we are not claiming responsibility for that stain because we did put plastic protectors under the furnitureWhen customers move the furniture the plastic protectors move tooThere is no way to prove who is at fault for that.Thank you,Steve H***

[redacted] called us with stain issues. I told her we could return and redo the carpet cleaning as sometimes deep stains wick back up and require a second cleaning. She refused and demanded a full refund. I told her that she must allow us to resolve the situation first as it is our policy on our...

web site which is how she found us. She is trying to say that it is not on our business cards but that is not how customers find us it is how they re-find us for latter appointments. She only received a business card after we finished the job. Our policy is also on her receipt that she signed. We are still willing to return and re-clean the areas in question and do a special spot removal where she says the chair left a stain but we are not claiming responsibility for that stain because we did put plastic protectors under the furniture. When customers move the furniture the plastic protectors move too. There is no way to prove who is at fault for that.
Thank you,
Steve H[redacted]

Review: Contacted in early January for two rugs to be cleaned. Picked up on January 7th and paid 1/2 as deposit. Brought back both rugs around the first of February when the second half of amount due was paid and cashed. Called back after inspecting both rugs that one did not appear or smell clean and did not have pet stains or smell removed. The other rug smelled great and looked clean. Picked up the rug that week around the 6th or 7th of February I believe and I still do not have it back. Started making phone calls at the beginning of March as to when it would be delivered. I have have made 4 or 5 phone calls all with promise to deliver dates and still no rug.Desired Settlement: At this point I would like my rug back with a refund of the cost of that rugs cleaning. If my rug is not able to be returned I would like a replacement cost refunded to me. The type of rug was a 5x8 pottery barn kids rug that retailed for $299.

Business

Response:

From: [redacted]

Date: Thu, May 22, 2014 at 6:54 PM

Subject: complaint ID [redacted]

To: [redacted]

I am writing you in regards to a complaint submitted on 4/4/2014 by [redacted]. [redacted] ID [redacted]. The technician had returned the rug to the wrong address.

[redacted]. [redacted] didn’t call us to let us know she didn’t receive the rug. We had closed the invoice and assumed all was good.

Once we received your letter we investigated what had happened. We returned the rug to [redacted]. [redacted] today 5/22/2014 and she was satisfied.

Thank you,

Astrobrite Carpet Cleaning

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