Chem-Dry by Leonard

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Good day, I am the technician that went out to perform the service for Ms***I received a computer generated email for the job which gives just a general estimate on sofa cleaningIt does not specify the type of sofa, (meaning color, material or how bad the fabric is soiled) I called Ms [redacted] to confirm the jobWhen I arrived I noticed the sofa was a cushion, goose down feather all natural linen fiber sofa that had a light stain on one of the sofa cushionsI explained to Ms, [redacted] that Linen fabric can be difficult to remove stains and that the goose down feathers tend to bleed thru the fabric at timesi quoted her $to clean the sofa, She explained to me that the computer estimated it to be $I explained to her that no one had given her a verbal estimate and that I would try to make the situation right by cleaning it for the minimum that we charge for doing a natural sofa which is $150-$She declined and I went on my wayIm sorry to hear that she was upset and filed this complaintWe strive to please all our clients and I believe that this was just a misunderstanding over a computer estimateIf she would still like the cleaning I would like to resolve it by cleaning the sofa for our minimum of $and throw in the Protectant, ( $value) at no charge Sincerly, Chem Dry by [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good morning, This response does not address our desired resolutionRecall that the desired resolution is: "The company should update its website and online quote system to accurately reflect the company's chargesThe company should follby phone to not only confirm appointment time, but to confirm price of services, for any business generated via its websiteThe company should collect all information it needs regarding the item(s) to be cleaned in order to make an accurate quote to the extent possible prior to the visit." Our desired resolution is not to have our couch cleaned at a "reduced rate." This statement is also untrue: "I explained to her that I would try to make the situation right by cleaning it for the minimum that we charge for doing a natural sofa which is $150-$She declined and I went on my way." Thank you Final Business Response / [redacted] (4000, 11, 2015/11/23) */ Hi, I'm following up on the response from a customer that was displeased with a quote that she had received via computerI called the SEO manager that handles the website and his response was that the computer is not capable of giving a definite ESTIMATE on a sofa based on the materialThis particular sofa was made with high quality natural fibers that would be at risk for damage with a inexperienced cleaner using the wrong productsI will on the other hand take this customers advice and be more diligent with receiving more information before booking an upholstery cleaning and going out to perform the service in the near future Sincerly, Final Consumer Response / [redacted] (2000, 13, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Transparency is so important for business-consumer trust and we are delighted to hear that this company is taking steps to be more transparent with its pricing

Initial Business Response /* (1000, 5, 2015/11/17) */
Good day, I am the technician that went out to perform the service for Ms. [redacted]. I received a computer generated email for the job which gives just a general estimate on sofa cleaning. It does not specify the type of sofa, (meaning color,...

material or how bad the fabric is soiled) I called Ms. [redacted] to confirm the job. When I arrived I noticed the sofa was a 3 cushion, goose down feather all natural linen fiber sofa that had a light stain on one of the sofa cushions. I explained to Ms, [redacted] that Linen fabric can be difficult to remove stains and that the goose down feathers tend to bleed thru the fabric at times. I quoted her $225 to clean the sofa, She explained to me that the computer estimated it to be $112. I explained to her that no one had given her a verbal estimate and that I would try to make the situation right by cleaning it for the minimum that we charge for doing a natural sofa which is $150-$175 She declined and I went on my way. Im sorry to hear that she was upset and filed this complaint. We strive to please all our clients and I believe that this was just a misunderstanding over a computer estimate. If she would still like the cleaning I would like to resolve it by cleaning the sofa for our minimum of $150 and throw in the Protectant, ( $75 value) at no charge.
Sincerly,
Chem Dry by [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning,
This response does not address our desired resolution. Recall that the desired resolution is: "The company should update its website and online quote system to accurately reflect the company's charges. The company should follow-up by phone to not only confirm appointment time, but to confirm price of services, for any business generated via its website. The company should collect all information it needs regarding the item(s) to be cleaned in order to make an accurate quote to the extent possible prior to the visit." Our desired resolution is not to have our couch cleaned at a "reduced rate." This statement is also untrue: "I explained to her that ... I would try to make the situation right by cleaning it for the minimum that we charge for doing a natural sofa which is $150-$175 She declined and I went on my way."
Thank you.
Final Business Response /* (4000, 11, 2015/11/23) */
Hi, I'm following up on the response from a customer that was displeased with a quote that she had received via computer. I called the SEO manager that handles the website and his response was that the computer is not capable of giving a definite ESTIMATE on a sofa based on the material. This particular sofa was made with high quality natural fibers that would be at risk for damage with a inexperienced cleaner using the wrong products. I will on the other hand take this customers advice and be more diligent with receiving more information before booking an upholstery cleaning and going out to perform the service in the near future.
Sincerly,
Final Consumer Response /* (2000, 13, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Transparency is so important for business-consumer trust and we are delighted to hear that this company is taking steps to be more transparent with its pricing.