B Happy Carpet & Upholstery Cleaners

MR./ MRS*** & *** *** CALLED TO SET UP A JOB FOR CARPET CLEANING, SHE WANTED THEIR FAMILY ROOM CLEANED (LARGE) WHITE BERBER CARPET, I QUOTED HER ON THE PHONE $AND GUARENTEE THE PRICE WOULD NOT CHANGE.MRS *** ASKED ABOUT MOVING HER TV, WE ARE NOT INSURED TO MOVE CERTAIN
ITEMS TV STANDS, FISH TANKS, POOL TABLES ETCWE WOULD MOVE HER TV WITH HER CONSENT AND HELP, MRS *** SET A APPOINTMENT FOR CLEANING ON NOV 10,8:AMTHE MORNING OF NOV 10TH WHILE ENTERING ADDRESS OF MRS*** INTO THE GPS, OUR OFFICE ADDRESS START POINT - *** *** ** * *** *** TO XXXX XXXXXXXX XX *** *** *** I REALIZE THAT IT WAS FURTHER DISTANCE THAN I EXPECTED I CALLED MRS*** TOLD HER THAT WE WOULD BE THERE CLOSER TO THE 9:00AM NOT 8:30AM DUE TRAVEL TIME WHILE IN ROUTE MRS*** CALL BACK INFORMED ME SHE HAD A COUPONI EXPLAINED OVER THE PHONE THAT I WOULD NOT BE ABLE TO HONOR THAT BECAUSE WHERE SHE WAS LOCATED,AND SHE SAID SHE UNDERSTOOD, I ASKED HER IF SHE WANTED TO CANCLE SHE SAID ”NO COME ON OUT” AFTER WE ARRIVED AT THE JOB WE WERE TOLD THAT SHE WOULD NEED A MINUTE TO GET THE GARAGE DOOR OPEN, WE WAITED IN THE VAN FOR THE GARAGE DOOR TO OPEN, SHE WAS PUTTING THE DOGS AWAY SO WE COULD GET IN AFTER GETTING IN SETTING UP AND MOVING COUCHES AND CHAIRS, MRS *** ASKED ABOUT THE COUPON AGAIN, AND WANTED TO SHOW IT TO ME SO I READ ITI TOLD HER IF SHE DID NOT WANT THE JOB DONE WE COULD LEAVE FREE CHARGE BEFORE WE STARTED CLEANINGSHE SAID SHE WOULD LIKE THE CARPET CLEANED. THE CARPET WAS IN BAD CONDITION,THIS IS CONSIDERED A RESTORATION CLEANINGTHERE WERE COLORED STAINS AND FECES, WITH A RESTORATION CLEANING WE USE DOUBLE THE PRODUCTS ( PRE-SPOTTING & CITRUS FORCE)WE EXPLAIN TO MRS*** AND HER DAUGHTERS THAT NOT ALL STAINS WOULD COME OUT, SOME SPOTS WERE PERMANENT COLORED STAINS & AND WEAR PATTERNSMRS *** DID NOT KNOW WHAT THE SPOTS WERE WHEN WE ASKED HER. THEY WERE THERE PRIOR TO THEM BUYING THE HOME(4-MONTHS AGO)WHILE CLEANING THE CARPET WE APPLIED AN ENZYME TO TREAT URINE AND FECES FOR NO ADDITIONAL FEE, WE WERE TRING TO COMPENSATE FOR NOT BEING ABLE TO HONORING THE COUPONWE ASKED MRS *** AND HER DAUGHTER TO LOOK AT THE CARPET THEY AGREED IT LOOKED GOODIN ADDITION TO THE EXTRA PRODUCTS USED TO DO THE BEST JOB WE COULD DO , WE DISCOUNTED $OFF MRS ***S BILLMRS *** SEEMED SATISFIED, AS WE WERE WRAPPING UP THE JOB WE ALWAYS ASK OUR CUSTOMERS AS WE DID WITH MRS***, IF EVERYTHING LOOKED GOOD OR THEY WANTED ANYTHING ELES CLEANED MRS *** SAID “EVERYTHING LOOKS FINE” WE CHARGE 4% ON ALL CREDIT CARD TRANSACTIONS, WE ALWAYS INFORM OUR CUSTOMER PRIOR TO CHARGING THEIR CARDTHEY CAN CHOOSE THEIR PAYMENT METHOD, WE ACCEPT CHECKS AND MONEY ORDERS FREE OF CHARGE WHILE IN THE HOME OF A MRS*** I CALLED AND SPOKE WITH OUR ADVERTISING REPI TOLD HIM WE NEED TO PUT A PROVISION ON MY ADVERTISING AD ABOUT OUR AREA COVERAGE TO ELIMINATE CONFUSION IN THE FUTURE.THIS WAS A VERY UNFORTUNATE SITUATION, OUR CUSTOMER HAD TWO OPPORTUNITIES TO CANCLE THE JOB WHILE WE WERE ON OUR WAYTHE FIRST WAS WHEN WE CALLED HER TO LET HER KNOW WE WERE ADJUSTING OUR ARRIVAL TIME AND SECOND WAS WHEN MRS *** CALLED TO TELL US ABOUT THE COUPONWE HONORED OUR OVER THE PHONE PRICE EVERY TIME WE SPOKE WITH MRS ***