Bianchi's Carpet Cleaning

This is a letter from Bianchi Carpet Cleaning in response to a complaint made to you by *** *** ** *** *** *** *** *** *** *** This complaint was sent on 7/22/and the complaint reference ID is ***I am the co-owner/step son of the founder of our company and I
received the initial call and I, along with my father and son did the jobI will do my best to describe everything that occurred.I received a phone call from *** *** asking for a price quote for carpet cleaning of a condo in *** *** ***I told him that it was a basic quote and I could be pretty accurate in my pricing over the phoneI was told it was a two bedroom condo with a living room and dining room combinationI told him that that was normally around $He asked about possibly cleaning a couch and loveseat as wellI informed him that if I could clean them that would be about roughly $125-He then asked about moving furnitureI informed him that we suggest picking up small items and placing them on beds or in bathrooms and moving the dining room chairs into the kitchenI also said that we do move couches and loveseats and end tables or coffee tables if asked to but that would alter the quote due to the added workHowever, the main goal is to clean the areas that are getting the most traffic and our cleaning is to focus on those open carpet areas we can reach.I showed up on time for the appointment on 7/2/Neither *** ** *** *** was there and I was met by *** ***When I reached the location I found that I did not have enough hose to reach the condoThe distance from where my van could park to the condo was too farTo solve this I asked the mother if I could bring a larger truck on Saturday and I would actually move other jobs around to make her my first job on SaturdayShe told me that they were not due back in town until Sunday so that solution would workI came back on Saturday morning with my father and myson.We cleaned the condo and the carpets looked amazingI was asked by the mother if I could do the couch and loveseatI told her I could not due to my schedule being backed up due to this job but I would be happy to make a second visit by Wednesday to clean the couches if they wantedShe told me she didn't even know if they wanted them done because they were moving in a year and might not want to waste the moneyI charged $over the phone quote because the dining room was a larger room than a living room dining room combinationThe final price was $The mother said the carpets looked great and paid me.Later in the day I received a call from *** (after a very nice call from *** ***) saying she was very madShe asked why I didn't move all the furnitureI informed her that unless told we do not move large furniture and we were never asked to move one pieceNot by anyoneShe then was upset that no furniture was paddedI informed her that we did not need to pad anything because nothing would bleed onto the carpetThat step was unnecessaryI was correctAfter drying there were no marks from furniture leg bleedingShe then asked why it was $higher than quotedI explained about the separate dining roomShe then complained that the couch and loveseat were not doneAgain, I explained that I had a time constraint and told the mother that I would come back if asked and she told me they might not want it doneShe than complained that the job was not done on Friday (even though they were not due home until Sunday)I explained the lack of hose and the steps I took to make everyone happy at the expense of other scheduled jobs.I then asked what I could do to make her happyI told her to set up another day and I would come back and clean it againShe told me that when they got back in town on Sunday they would look at the carpet and if they wanted me back in than they would call me.I have not received a call from her and this complaint was sent to you before she even got home to inspect the work done.In closing I will add that in years of doing business in *** *** this is only the second complaint sent to Revdex.comOur first one was over years agoWe have no employees and take our service VERY seriouslyWe are currently on our 4" generation and proud of thatMy father has been doing this since in *** ***, when he was years old with his fatherMy father is among the most respected people in our profession nationwide and I personally have years experienceMy Son has and is only 20.We take great pride in our workWe explain our process over the phone exactly after decades of saying the same thing to every valued client and I have no regrets about how this customer was treated or how this work was completed.*** *** *** *** *** ***