Brown Bus Company LLC

I understand you're pretty upset that some of your grout was effected during cleaning.I apologize for that It's happened a few times We try to look for signs of loose or weak grout before doing anything and make you aware verbally.We have also taken the step to also put it in writing on the invoice and ask you to initial so we don't get into a he said she said thing.I'm sorry if in verbal communication between you and Scott, you did not understand the risk.We do not take on the risk of grout damage that's why we also put it in writing on the invoice.If you need anything else please don't hesitate to email me directly.Thank you [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]Basically it is a LEGAL thing for them and a MORAL thing for me There was NO conversation between the representative and myself about the issues that could arise during the grout cleaning However, there is a waiver which he wanted me to initial and I did This covers them LEGALLY and that is what they care about as a business My issue is that I now have costly repairs that MUST be done to stop further damage that was caused by them and I feel that MORALLY they should help to cover the costHowever, since that won't happen, it's best just to move on but let people know this is a real possibility when you deal with them Regards, [redacted]

First, I would like to address the PURT issueWhen our technicians do an “odor evaluation”, they use a blacklight as well as a moisture meter to identify areas of urine deposits that will require treatmentThe blacklight illuminates the proteins that are associated with the urine, and in and of themselves are harmlessAfter cleaning with PURT, the proteins will still show up much the same as before, under the blacklight, but muted or faded by the cleaning The bacteria and the salt crystals have been eradicated, and the odor is eliminatedAll of this is usually explained by our technicians at the time of service, but it is also covered on the PURT service report that we provide all of our PURT customers, as well as have them initial and sign for having received it As for the sofa, all of my technicians are trained from the first day of work that we do not do “partial” cleanings of anything (carpet or upholstery), for many reasons not the least of which is liability Further, all customers are shown their invoice and totals before work begins, and they are asked to sign the work authorizations before any work beginsAt the conclusion of the service they are then asked for payment, and a signature on the bottom of the invoice stating that they are satisfied with the work performedAll of these initials and signatures were obtainedNot once in her complaint, does she say that she was unhappy with the service or the resultsHer odor has been removed and she has a sanitary carpetSee attached signed invoice and PURT information sheet Sincerely, Terry AM [redacted] General Manager ChemDry of Richmond ChemDry of Williamsburg Green Dog ChemDry

Revdex.com spoke with [redacted] the businessThe business is willing to come back out and address the carpet issuesThis was offered to the customer but declined as she did not want to pay for the service providedThe business does stand behind their paperworkThey are not the business that added the damage to the carpets but their products do not leave red stains, it might be a white residue reacting with household clearings but nothing in their products are red

As to the carpet, and it’s condition, you weremade aware of any and all possibilities and limitations prior to the cleaningtaking place, as witnessed by your initials and signatures on not only theinvoice, but also the PURT sheet (see [redacted] )Our products are green certified, and do notcause “red stains”More than likely, our cleaners reacted to over the counterurine remedies that you had attempted to clean with prior to our serviceIfeel it important to note here that we did not soil your carpet, or depositurine in itWe made a good faith effort to resolve YOUR problem/damageOverthe past years we have applied this cleaning solution to over 100,of ourcustomers homes in the same manner that it was applied in yours, and the onlytime that discoloration occurs is when it reacts with a store bought cleaner.Further, when that has happened, we have been able to come back and reverse thediscoloration by simply lowering the ph in the carpetSince you would notafford us the opportunity to do this, and you have chosen to not abide by theterms of your signed agreement with us, you leave me no alternative but topursue legal remedies up to, and including placing a lien against your propertyfor the original amount owed as well as any fees and interest that accrues.Those terms are clearly stated on the back of your invoice and you initialedand signed themAfter this e-mail, I will not correspond with you directly,rather any and all communication will be through legal/collection agents forour companyLastly, I would urge you to abide by your agreement with us andforward your remaining balance to avoid any further expenses or collectionefforts

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Good afternoon,The representative I spoke with over the phone did not inform me that this was a "good faith estimate" I explained the situation to her and was told that Chem Dry could do four rooms for $*** I even asked her if there was additional charges and she said no Again, this is a very deceitful tactic that this company is using As mentioned earlier, I did not get anything done that was agreed to when I called and made the appointment I was told $ [redacted] to clean and remove pet odors and instead had to pay $ [redacted] for just cleaning The initial price to remove the pet odors was over $ [redacted] but then after speaking with the owner and management the price was reduced by $*** My request again is to have my upstairs rooms have pet odor removal at no additional charge due to incorrect information provided to me As I told the carpet care manager, if I hired a contractor to do work on my house and was quoted a price of $ [redacted] and he showed up and w/out doing any work and stated it would be $***, he wouldn't be offered the job This is a scam practice or "bait and switch" scheme Regards, [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The tech that came out to clean the mattress did not take any photos in re: to the cleaning of the mattressI also notated on the paperwork that there was a tear in the mattress as wellI would like to see these photos of my mattress that show no damage on this ask the Technician that came out to do the work agreed that it was torn by himI have already contacted the manufacturer and this is not due to the stitching of the mattress and it is clearly torn and not a manufacturers defectI also have not received and correspondence from the company who has cleaned my mattressI would like a prompt response submitted with proven facts showing no damage from their tech Their prompt response to this matter would be greatly appreciated.
Regards,
*** ***

As a company, we provide to all of our customers a “good faith estimate” over the phoneThey are also toldthat pet urine treatment is considered damage, and has an additional costWe cannot estimate that cost without performing an odor evaluation on site due to the many variables (ie; amount of
urine, type of carpet, type of animal, etc.).Odor evaluations are offered for free with any cleaningThe “good faith estimate” is the discounted price for cleaning onlyIt also does not includecarpet protection, but the majority of our customers choose that optionLike any good company, we offer options to our customers tailored to fit theirneedsIt clearly states on all of our advertising, as well as by our customer service representatives, that an area is up to 2** square feetSome of therooms in question exceeded that In this case the customer had a total of areas @ $**.** and areas sanitized @ **.** which is the $*** herefers to(Sanitizer is not an option when urine or other bodily fluids are present.) The customer was informed about the large amount of urine deposits inthe carpet and declined the PURT (Pet Urine Removal Treatment), and initialed off on the back of the invoice to that effectIn the carpet cleaning industry,urine is not considered soiling, rather it is carpet damage as it is a bacterial infection the permeates beyond the carpet and down into the pad andsub floorI regret that Mr*** either didn’t listen to, or ignored both my customer service representative and my carpet care manager, as I believe allof this could have been avoidedI do have the written documentation of his serviceAll of our customer service representatives are trained andmonitored for their accuracy, and I am absolutely confident that he was properly informed.*** *** **
*** ** ***

As part of our agreement through *** *** ***(our parent company), we take photographs before and after our cleaning, and the "tear" that Ms*** is referring to does not appear in eitherFurther, I did speak with Ms*** 2-days after the service when she first lodged her
complaintI explained that I did not have access to the photos and that I would need to speak with her technician before I could do anythingI also explained that, based on her description of the "tear" , that it sounded like a stitch thread and not a tear, and that would be considered a defectIn any case, I did not see the photos until Ms*** escalated her concern to *** *** demanding that we replace her mattress, at which time I responded to Mark S*** at our corporate officesHe agreed that he did not see the damage in the mattress in any of the photos as well, and he said he would respond to Ms***I have been assured that MrSeigel has responded to Ms***, and since she did not receive satisfaction (ie; a new mattress), she is now inundating my office with calls, when she has already been told that there is nothing more that we are willing to do.Terry AM***General ManagerChemDry of RichmondChemDry of WilliamsburgGreen Dog ChemDry

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** *** Showing a copy of the contract does not clear the issue at hand, that the company has a responsible to replace my carpet or paid me back my $***that was given to them upfrontmy carpet is damaged with red stains that wasn't there at firstI have seen other complaints with the same situation, so I am not the only one with this problemI just want something done with this Company

I understand you're pretty upset that some of your grout was effected during cleaning.I apologize for that.  It's happened a few times.  We try to look for signs of loose or weak grout before doing anything and make you aware verbally.We have also taken the step to also put it in writing...

on the invoice and ask you to initial so we don't get into a he said she said thing.I'm sorry if in verbal communication between you and Scott, you did not understand the risk.We do not take on the risk of grout damage that's why we also put it in writing on the invoice.If you need anything else please don't hesitate to email me directly.Thank you[redacted]

Revdex.com spoke with [redacted] the business. The business is willing to come back out and address the carpet issues. This was offered to the customer but declined as she did not want to pay for the service provided. The business does stand behind their paperwork. They are not the business that added the damage to the carpets but their products do not leave red stains, it might be a white residue reacting with household clearings but nothing in their products are red.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]. Basically it is a LEGAL thing for them and a MORAL thing for me.  There was NO conversation between the representative and myself about the issues that could arise during the grout cleaning.  However, there is a waiver which he wanted me to initial and I did.  This covers them LEGALLY and that is what they care about as a business.  My issue is that I now have costly repairs that MUST be done to stop further damage that was caused by them and I feel that MORALLY they should help to cover the cost. However, since that won't happen, it's best just to move on but let people know this is a real possibility when you deal with them. 
Regards,
[redacted]

I have listened to the recording of the phone call and a free odor evaluation was explained to Mr. [redacted].  We offer a free pet odor evaluation to all customers.  If any urine is found the treatments are additional charges.  We can not give a price over the phone for odor removal because a comprehensive evaluation needs to me done in the home. [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Good afternoon,The representative I spoke with over the phone did not inform me that this was a "good faith estimate".  I explained the situation to her and was told that Chem Dry could do four rooms for $[redacted].  I even asked her if there was additional charges and she said no.  Again, this is a very deceitful tactic that this company is using.  As mentioned earlier, I did not get anything done that was agreed to when I called and made the appointment.  I was told $[redacted] to clean and remove pet odors and instead had to pay $[redacted] for just cleaning.  The initial price to remove the pet odors was over $[redacted] but then after speaking with the owner and management the price was reduced by $[redacted].  My request again is to have my upstairs rooms have pet odor removal at no additional charge due to incorrect information provided to me.  As I told the carpet care manager, if I hired a contractor to do work on my house and was quoted a price of $[redacted] and he showed up and w/out doing any work and stated it would be $[redacted], he wouldn't be offered the job.  This is a scam practice or "bait and switch" scheme. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have videos following both cleaning efforts and they are still not satisfactory the amount of time I have wasted on this is beyond unacceptable. If the job was done correctly the first time then there would not be an issue with the price but the poor workmanship and customer service and unwillingness to compromise is where I have an issue. Standing by for resolution. Video following second cleaning is attached still not to standard. I wanted to add a few bits of information that may supplement the information provided previously.I reviewed the invoice and the second to last number looks like it was incorrectly identified as a 9 or 4, regardless new payment information is required as my wife had to get a new card when it was lost on our drive south (1-2 Dec) so that card is no longer valid. Their response to my complaint is the first I am hearing of the declined transaction nor was I ever contacted to ask if I was satisfied with the second visit.  The fact they did not reach out to me to discuss my satisfaction nor told that there was a problem with payment shows there lack of customer care and quality of service.  Now knowing that there is an issue I will promptly provide agreed upon payment once this is fully resolved with the Revdex.com. 
Regards,
[redacted]

As to the carpet, and it’s condition, you weremade aware of any and all possibilities and limitations prior to the cleaningtaking place, as witnessed by your initials and signatures on not only theinvoice, but also the PURT sheet (see [redacted]). Our products are green certified, and do notcause “red...

stains”. More than likely, our cleaners reacted to over the counterurine remedies that you had attempted to clean with prior to our service. Ifeel it important to note here that we did not soil your carpet, or depositurine in it. We made a good faith effort to resolve YOUR problem/damage. Overthe past 20 years we have applied this cleaning solution to over 100,000 of ourcustomers homes in the same manner that it was applied in yours, and the onlytime that discoloration occurs is when it reacts with a store bought cleaner.Further, when that has happened, we have been able to come back and reverse thediscoloration by simply lowering the ph in the carpet. Since you would notafford us the opportunity to do this, and you have chosen to not abide by theterms of your signed agreement with us, you leave me no alternative but topursue legal remedies up to, and including placing a lien against your propertyfor the original amount owed as well as any fees and interest that accrues.Those terms are clearly stated on the back of your invoice and you initialedand signed them. After this e-mail, I will not correspond with you directly,rather any and all communication will be through legal/collection agents forour company. Lastly, I would urge you to abide by your agreement with us andforward your remaining balance to avoid any further expenses or collectionefforts.

See attached paperwork.  Ten rooms cleaned at $** each.  It is what we advertise and we do not vary from that.  it is clearly stated on our advertising.  There was also a urine treatment for $** and a $** processing fee which covers the cost of dumping the waste water that comes...

from the cleaning.  See attached paperwork that has signatures from the person that was present during cleaning.  We re-cleaned on 12/1/2017 and per those notes the person present was not aware of any issues.  We went ahead and re-cleaned all areas at no charge to the customer.  The credit card that the customer gave us at the time of cleaning was declined so no payment was received.  Since this is the correct charge and the paperwork clearly states this the amount due is $[redacted].**.  Lisa F[redacted]Office Manager[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

First, I would like to address the PURT issue. When our technicians do an “odor evaluation”, they use a blacklight as well as a moisture meter to identify areas of urine deposits that will require treatment. The blacklight illuminates the proteins that are associated with the urine, and in and of...

themselves are harmless. After cleaning with PURT, the proteins will still show up much the same as before, under the blacklight, but muted or faded by the cleaning.  The bacteria and the salt crystals have been eradicated, and the odor is eliminated. All of this is usually explained by our technicians at the time of service, but it is also covered on the PURT service report that we provide all of our PURT customers, as well as have them initial and sign for having received it.  As for the sofa, all of my technicians are trained from the first day of work that we do not do “partial” cleanings of anything (carpet or upholstery), for many reasons not the least of which is liability.  Further, all customers are shown their invoice and totals before work begins, and they are asked to sign the work authorizations before any work begins. At the conclusion of the service they are then asked for payment, and a signature on the bottom of the invoice stating that they are satisfied with the work performed. All of these initials and signatures were obtained. Not once in her complaint, does she say that she was unhappy with the service or the results. Her odor has  been removed and she has a sanitary carpet. See attached signed invoice and PURT information sheet.    Sincerely,     Terry A. M[redacted] General Manager ChemDry of Richmond ChemDry of Williamsburg Green Dog ChemDry