Austin Steam Clean

Dear *** I am responding back to the letter you sent ID # *** I did get a chance to review the concerns of the customer and I would like to address the concerns as well I possibly can. If I am reading her
complaint correctly the complaint is more making statements and asking you questions about our company rather than having had actual service issue or complaint To help answer the questions she has brought to you I will begin with the first complaint that our business is 15yrs oldThis business does not claim to be yrs old, be years in service, nor is the url yrs oldWhat our page states is "Over 15yrs experience" On the day of service it appears the machine had a mechanical failure and her appointment was moved to another daySpeaking in general, this is not entirely uncommon to have machinery go down on a jobEven new equipment such as oursThe actual complaint seems to be the moving the job to Monday and calling at 11am instead of 9amOur business practice is either AM or PM service with a telephone call before we arrive with estimated time of arrivalWe do not give exact times, everThe exact reason we do not give times is case in point We only ask if they would like Mornings or afternoonThere are too many variables including traffic to give each timesWe will never do that. As I understand, everything else about the complaint is unwarranted We showed up to the service appointment We offered a discount for the inconvenience We even moved her to Monday morning ahead of other customers in order to accommodate (weeks in advance) We called day of new appointment to confirm arrival Her issues seem to be more emotional than rational, understandable at 9months pregnantBut I feel it's very unnecessary to claim terrible service when one did not in fact receive any service, say we are unreliable when clearly we arrived to your home on time and called in the time frame we said we wouldClaim un professional customer service only because you would not be given an exact time of arrival Referencing a year old man as immature and laid backWe are trained to be calm during failures and not to freak out to calm/ease a situationMake claims about our company making claims when you in fact are making claims about our websiteThe website clearly says "over 15yrs experience"A very true statement. Our website is developed by a local company that uses approved pictures that are real I'm not sure what she means by "fake"If she means the stock photos of a dog, a baby, and a house that appear in our website are not mine then she would be correctAs with most websites the developer uses stock photos in their databaseNothing sinister about our website whatsoever. Lastly, We take these issues and complaints very seriously as this is our livelihoodWe take pride in our work and strive to do the best service possibleA baseless or emotion filled complaint such as this that is more based on fear rather than anything we have actually done can be very damaging to a business that has done everything it should and can do. Kind Regards *** * Sent from my iPad

Dear [redacted]   I am responding back to the letter you sent ID # [redacted]    I did get a chance to review the concerns of the customer and I would like to address the concerns as well I possibly can.    If I am reading her complaint correctly the complaint is more making...

statements and asking you questions about our company rather than having had actual service issue or complaint.  To help answer the questions she has brought to you I will begin with the first complaint that our business is 15yrs old. This business does not claim to be 15 yrs old, be 15 years in service, nor is the url 15 yrs old. What our page states is "Over 15yrs experience".     On the day of service it appears the machine had a mechanical failure and her appointment was moved to another day. Speaking in general, this is not entirely uncommon to have machinery go down on a job. Even new equipment such as ours. The actual complaint seems to be the moving the job to Monday and calling at 11am instead of 9am. Our business practice is either AM or PM service with a telephone call before we arrive with estimated time of arrival. We do not give exact times, ever. The exact reason we do not give times is case in point.  We only ask if they would like Mornings or afternoon. There are too many variables including traffic to give each times. We will never do that.    As I understand, everything else about the complaint is unwarranted.     We showed up to the service appointment  We offered a discount for the inconvenience  We even moved her to Monday morning ahead of other customers in order to accommodate.  (weeks in advance) We called day of new appointment to confirm arrival     Her issues seem to be more emotional than rational, understandable at 9months pregnant. But I feel it's very unnecessary to claim terrible service when one did not in fact receive any service, say we are unreliable when clearly we arrived to your home on time and called in the time frame we said we would. Claim un professional customer service only because you would not be given an exact time of arrival.  Referencing a 40 year old man as immature and laid back. We are trained to be calm during failures and not to freak out to calm/ease a situation. Make claims about our company making false claims when you in fact are making false claims about our website. The website clearly says "over 15yrs experience". A very true statement.      Our website is developed by a local company that uses approved pictures that are real.  I'm not sure what she means by "fake". If she means the stock photos of a dog, a baby, and a house that appear in our website are not mine then she would be correct. As with most websites the developer uses stock photos in their database. Nothing sinister about our website whatsoever.    Lastly,    We take these issues and complaints very seriously as this is our livelihood. We take pride in our work and strive to do the best service possible. A baseless or emotion filled complaint such as this that is more based on fear rather than anything we have actually done can be very damaging to a business that has done everything it should and can do.      Kind Regards     [redacted]     Sent from my iPad