Certified Chem Dry

June 7, Re: ID# [redacted] Dear [redacted] , I would like to thank you for taking my phone call the other day and clarifying some information for meThe following is our response to Mr [redacted] ’s statementIt is our company policy and many other companies’ policy that once you determine the needs of the customerYou can provide services that would benefit the customer’s carpet cleaning needsThis is referred to as an up-sell and there is no way to determine what the customer needs would be during the initial phone callMrs [redacted] was offered add on services after the technician assessed and determined what other products would be beneficial for herAfter presenting Mrs [redacted] with the asales, she elected to have the technician perform the servicesHowever, an unfortunate incident occurredThe technician by-passed our company’s pricingHe elected to ask for cash and offer a bigger discount to omit the company’s knowledge of additional products soldThe technician did not give or offer Mrs [redacted] any written invoice or paid receipt for these additional services and the company had no knowledge the additional services ever being doneWhen Mr [redacted] found out the additional services were purchased, he called the company and demanded his $back because he did not authorize the purchase of additional productsSince the company has no written record and has not collected any of the cash that Mrs [redacted] gave the technician, the company cannot reimburse that money, since we never collected itWhen we spoke to Mrand Mrs [redacted] , we asked if there was anything in writing and they both said nothing was given to themThis is an unfortunate incident and we are a company that stands behind our practices and our products, but we always give a receipt to the customer and the office will receive a signed invoice with additional services either accepted or declinedI would like to suggest that Mr [redacted] contact the technician and try to receive his funds through him, since the transaction took place without company knowledgeThere is no indication that Mrand Mrs [redacted] did not receive additional productsIt is also a company policy that if a customer has problem areas that need touching up, we will return and touch those spots up and attempt to do everything within the cleaning processMinor items such as staining and traffic patterns may not come up unless specialty work is paid forWe would have no problem at all going back to the [redacted] ’s and redo the areas that have resurfaced, which is known as wicking and happens 5% of the timeInclosing, it is always a good practice to receive paid invoices from a company to protect both the company and the individual customer from incidents like this happening againWe have taken steps to make sure the technician will no longer violate our company policy and compromise a customer’s patronageIf you have any questions, please feel free to call us at [redacted] Sincerely, [redacted] General Manager Certified Chem-Dry of Greater StLouis O: [redacted] F: [redacted] @gmail.com F: [redacted] @gmail.com

Initial Business Response / [redacted] (1000, 7, 2015/07/31) */ The customer called to complain soon after the technician left He complained about the technician pouring a product onto the carpet and having an odor that remainedThe technician said the carpet had urine, but the customer disagreedThe technician treated the spot without charging for the treatment When the customer called I offered to see the job and to send a truck out and re clean the carpetI advised him of everything I saw and anything I said was not good enoughI offered to have the customer call the office to reschedule The customer has not call in or scheduled an appointment

Complaint: [redacted]
I am rejecting this response because:The only conversation we have had was about the monies the tech received for work that was not requested or approved of by myself. The employee is the face of the company so any behavior exhibited by him is a reflection of the company. I have as of yet heard anything back also about someone looking to see if the tech even did the contracted work properly being that we still have stains in our carpet. It is not the job of a consumer to police the actions of a companies employee who has been contracted to do requested work. I only asked for the work that I wanted done. No more no less. A company that does not stand behind their costumers is not a good company AT ALL. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/31) */
The customer called to complain soon after the technician left.
He complained about the technician pouring a product onto the carpet and having an odor that remained. The technician said the carpet had urine, but the customer disagreed. The...

technician treated the spot without charging for the treatment.
When the customer called I offered to see the job and to send a truck out and re clean the carpet. I advised him of everything I saw and anything I said was not good enough. I offered to have the customer call the office to reschedule.
The customer has not call in or scheduled an appointment.

June 7, 2016   Re: ID# [redacted] Dear [redacted], I would like to thank you for taking my phone call the other day and clarifying some information for me. The following is our response to Mr. [redacted]’s statement. It is our company policy and many other companies’ policy that once you...

determine the needs of the customer. You can provide services that would benefit the customer’s carpet cleaning needs. This is referred to as an up-sell and there is no way to determine what the customer needs would be during the initial phone call. Mrs. [redacted] was offered add on services after the technician assessed and determined what other products would be beneficial for her. After presenting Mrs. [redacted] with the add-on sales, she elected to have the technician perform the services. However, an unfortunate incident occurred. The technician by-passed our company’s pricing. He elected to ask for cash and offer a bigger discount to omit the company’s knowledge of additional products sold. The technician did not give or offer Mrs. [redacted] any written invoice or paid receipt for these additional services and the company had no knowledge the additional services ever being done. When Mr. [redacted] found out the additional services were purchased, he called the company and demanded his $200.00 back because he did not authorize the purchase of additional products. Since the company has no written record and has not collected any of the cash that Mrs. [redacted] gave the technician, the company cannot reimburse that money, since we never collected it. When we spoke to Mr. and Mrs. [redacted], we asked if there was anything in writing and they both said nothing was given to them. This is an unfortunate incident and we are a company that stands behind our practices and our products, but we always give a receipt to the customer and the office will receive a signed invoice with additional services either accepted or declined. I would like to suggest that Mr. [redacted] contact the technician and try to receive his funds through him, since the transaction took place without company knowledge. There is no indication that Mr. and Mrs. [redacted] did not receive additional products. It is also a company policy that if a customer has problem areas that need touching up, we will return and touch those spots up and attempt to do everything within the cleaning process. Minor items such as staining and traffic patterns may not come up unless specialty work is paid for. We would have no problem at all going back to the [redacted]’s and redo the areas that have resurfaced, which is known as wicking and happens 5% of the time. Inclosing, it is always a good practice to receive paid invoices from a company to protect both the company and the individual customer from incidents like this happening again. We have taken steps to make sure the technician will no longer violate our company policy and compromise a customer’s patronage. If you have any questions, please feel free to call us at [redacted].   Sincerely, [redacted] General Manager Certified Chem-Dry of Greater St. Louis O: [redacted] F: [redacted]@gmail.com F: [redacted]@gmail.com