Carpet Ace, Inc.

Review: Although I was given a four-hour window for the carpet cleaning, Carpet Ace showed up one hour late for the July 19, 2014 appointment. Carpet Ace only spent 50 minutes to clean a 1500 square foot, 3 bedroom house. I had requested pre-treating of spots, but results were very poor and the carpet adjacent to the hard surface areas of entry tile and kitchen vinyl was still dirty. Additionally the high traffic areas in the guest bedroom, stairs, and master bedroom were not adequately cleaned and pre-treated. I contacted Carpet Ace by email and asked them to return and re-clean several areas. Carpet Ace offered to return on July 22, 2014 between 8 am and 12 noon. At 12:30 I called Carpet Ace and left a message asking when they would arrive. I called back at 1 pm and was told they would arrive at 3 pm. I called again at 3:30 pm and was told they would arrive in 30 minutes. At 4 pm the owner arrived and told me he did not have time to re-clean the carpet and thought he was returning to only clean a couple of spots and he left after only 5 minutes. The owner was not professional in his actions and totally dismissed my concerns. The company kept four people waiting all day for cleaning that did not occur. Carpet Ace did offer to return at a later date and re-clean the carpet, but I will never use them again and feel I wasted time and money using them. Besides, the owner stated that the carpet would only look the same if he cleaned it again.Desired Settlement: I would like Carpet Ace to refund the $160.00 paid to them.

Business

Response:

A few days after carpets were cleaned, person who sent complaint, contacted me be e-mail asking for some areas to be recleaned. I replied that we could retreat some spots that are common to reappear in the high traffic areas and set the appointment up. When tech arrived, person who sent the complaint, had a list of things she wanted the tech to do right then. The tech responded by saying that he would not be able to reclean anything that day, that his schedule only included retreating some spots that had come back and there must have been a mis-communication. The reply back was, "no you will reclean these today". The tech again responded letting her know that he would not reclean but would retreat. This went back and forth a couple more times and finally the tech told her, the person that filed the complaint, that he would not deal with her and that he would be going over the information with the tenant. After retreating the areas, the tech gave the tenant his card so that when he was ready to schedule the reclean (at no cost) he could. A few hours later the office got a phone call from the person's friend who filed the complaint. This friend started the conversation by telling the office that 'a Sh#@#$ job was done' that the 'tech clearly has issues talking with woman' that he 'did nothing to fix the problem'. The reply back from the office was that, 'I assure you he does not have issue's talking with woman' and then it was asked, "did the tech explain anything while he was there? None of what you are saying describes the tech, please let me know what was said exactly". The friend of the person who filed the complaint, repeated some of the above again and then added, "he didn't take any time, he was in a hurry, he must have had an appointment and didn't even care to take care of this problem. He said that the carpet wouldn't even turn out any better even if it was recleaned". The office replied back, "there are times that the carpet is so worn down that the fibers get crushed and if that is the case a better result is not always possible, did he explain that to you"? The friend of the person who filed the complaint did not answer. So the office explained then, that he does have other appointments but it didn't mean that he would not retreat the spots, did he retreat anything?" The friend of the person who filed the complaint then replied that the tech was "a B@ and does Sh$%%# work". The office thanked her for letting them know of the problem and that we would need to contact the tech to see why he handled the situation like this. The friend of the person filing the complaint said, "well of course he will have a different story for you. The tech is a B@ and does Sh$%%# work" and hung up on the office.