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Chem-Dry Express

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Reviews Carpet and Rug Cleaners, Dry Cleaners Chem-Dry Express

Chem-Dry Express Reviews (5)

This customer was serviced on 9/28/15. The Technician and the husband, [redacted] whom was present and approved the cleaning discussed in depth that the carpet was in horrible condition. [redacted] indicated that he and wife were in [redacted] to purchase new carpeting and through discussions with the...

THD Inside Sales Rep, the customers were referred to Chem-Dry. [redacted] advised our team of two Technicians that he didn't want to replace the carpet at this point because, "My kids will mess it up again to where it is now. Our Technician advised that the carpet would be "clean" but that we could not promise that the stains would be removed. In the purple bedroom there was a pile of glue that was stuck to the carpet. There were various food and drink stains throughout the areas being cleaned. Our Technician did advise the customer that he wanted all the stains removed, he would recommend replacing the carpet. Again, [redacted] approved the cleaning and we cleaned the carpets. When [redacted] returned home that afternoon, she called into the office spoke to me demanding a refund for not removing the stains. I explained that we had spoken with [redacted] in depth regarding the permanent stains and that we removed all of the dirt that was in the carpet, and did the best we could with the stains. Our cleaning involves, pre treating of all spots and stains including the high traffic lanes. [redacted] was extremely rude, confrontational and repeatedly kept saying we must think she is stupid. I assured her that is not the case and once again repeated that all of the pre exisitng conditions were discussed in length with [redacted] and the condition of the carpet was very bad. I will forward all paperwork in fax to the appropriate number. If you have any questions, please feel free to contact me. Thank you.

On 8/14/2015, we performed carpet cleaning along with our patented, P.U.R.T. (Pet Urine Removal Treatment) at the above customer's request. The pre-existing and Technician's recommendations were; urine in the hall, urine on area rug (recommend take out). Customer chose to in home. outside stain on...

sofa bed. Next communication was a certified mail letter dated 8/23/14 (pls see attached). Called customer and left messages on 8/26, 8/28, 8/29 and 9/2. When the customer returned the phone calls, our call was cut short due to an event at his work. He returned my call several days later but unfortunately due to death within my family, I was out. Finally, [redacted] and I spoke in regards to the issue. I advised to [redacted] that we do stand behind our work and know that our products are effective and we do honor our work and would return to him home (at no charge) to do an inspection and if necessary, apply more P.U.R.T. solution again at no change. [redacted] would not agree to that option and wanted nothing other than a $428 credit. He went on to explain that per our website, we did not do what we say we do. I explained that the website explicitly states, "If Necessary" and those are worst cases. Fortunately, for [redacted], his case case was not a worst case scenario. During the conversation, we had spoke about how we had business in the past and had no issues. He asked if instead of receiving a refund, if he could receive a credit for future services. After a moment of thought, I said absolutely, not for the full $428 but we could definitely put a percentage towards future services. [redacted] advise that he wanted to think over his options of; having our Technician come back for the recommended reservice or receive a percentage credit towards future services. A few days later, [redacted] called our office back and advised that he decided to take the credit option for the $428. I said that would be fine but it I could not do the full $428 as I previously stated. [redacted] became very irritated and said, "Your process does not work" and I replied with, "Our process is tested and proven to remove the urine crystals and the urine smell". His reply was, "say who" and then advised me that he would just let [redacted] handle the situation. I advised that was his choice, but my reply to [redacted] would be a copy of the signed credit card slip, the signed work order stating above work was completed to my satisfaction along with the Technician's notes indicating the area rug should be removed for the home for proper treatment. The next communication I received was the Revdex.com notice. In closing, we offer the same options; Technician returning at no charge inspecting and if necessary, apply more solution at no charge OR providing a credit towards future services in the amount of $125.00. Any questions, please feel free to contact me and please find attached the paperwork for the job. All supporting documents were faxed to [redacted]. Thank you. Danielle B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory with the proviso that the credit being offered by Chem-Dry has no expiration date and if I chose to have my rugs retreated with PURT, this will done unconditionally and will not be at the discretion of the technician.
Regards,
[redacted]

Review: On August 14, 2015, Chem-Dry Express applied the Pet Urine Removal Treatment Extraction (P.U.R.T.) on portions of my carpeting during a service call. P.U.R.T. was only applied to secured carpeting, which was not in accordance with the service advertised on the Chem-Dry Express website, as well as both sides of a center hall loose carpet made of the same material. The Chem-Dry website notes that in worst cases, (which applies to my secured carpet), the carpet is pulled back in the suspected areas to reveal the extent of the damage and if necessary the pad will be removed and replaced). After 72 hours, P.U.R.T. failed to remove the urine crystals and eliminate the odor as advertised.It finally became apparent that the product will not work, for it was applied to both sides of the center hall loose carpet which also continues to have the urine crystal stains on the back and bad odor after treatment. Urine odor also persists from the secured carpet.When I initially complained to Chem-Dry Express, I requested a full refund for the P.U.R.T. service and through discussions a credit towards future alternative service was tentatively agreed to. I then noted I wanted a few days to think about the credit. When I called back Chem-Dry Express to finalize the credit and schedule another service call for alternative cleaning, the company then reneged on the credit and offered only applying P.U.R.T. again and nothing else. I found this final offer not acceptable for P.U.R.T. did not work on the secured carpet and especially the center hall loose carpet, which had the product applied to both it's front and back. Finally, Chem-Dry Express did not offer to lift the secured rug so it can be treated as advertised.Desired Settlement: I am requesting that Chem-Dry Express refund the cost of the P.U.R.T. service which is $400 plus $28 of NJ Sales Tax.

Business

Response:

On 8/14/2015, we performed carpet cleaning along with our patented, P.U.R.T. (Pet Urine Removal Treatment) at the above customer's request. The pre-existing and Technician's recommendations were; urine in the hall, urine on area rug (recommend take out). Customer chose to in home. outside stain on sofa bed. Next communication was a certified mail letter dated 8/23/14 (pls see attached). Called customer and left messages on 8/26, 8/28, 8/29 and 9/2. When the customer returned the phone calls, our call was cut short due to an event at his work. He returned my call several days later but unfortunately due to death within my family, I was out. Finally, [redacted] and I spoke in regards to the issue. I advised to [redacted] that we do stand behind our work and know that our products are effective and we do honor our work and would return to him home (at no charge) to do an inspection and if necessary, apply more P.U.R.T. solution again at no change. [redacted] would not agree to that option and wanted nothing other than a $428 credit. He went on to explain that per our website, we did not do what we say we do. I explained that the website explicitly states, "If Necessary" and those are worst cases. Fortunately, for [redacted], his case case was not a worst case scenario. During the conversation, we had spoke about how we had business in the past and had no issues. He asked if instead of receiving a refund, if he could receive a credit for future services. After a moment of thought, I said absolutely, not for the full $428 but we could definitely put a percentage towards future services. [redacted] advise that he wanted to think over his options of; having our Technician come back for the recommended reservice or receive a percentage credit towards future services. A few days later, [redacted] called our office back and advised that he decided to take the credit option for the $428. I said that would be fine but it I could not do the full $428 as I previously stated. [redacted] became very irritated and said, "Your process does not work" and I replied with, "Our process is tested and proven to remove the urine crystals and the urine smell". His reply was, "say who" and then advised me that he would just let [redacted] handle the situation. I advised that was his choice, but my reply to [redacted] would be a copy of the signed credit card slip, the signed work order stating above work was completed to my satisfaction along with the Technician's notes indicating the area rug should be removed for the home for proper treatment. The next communication I received was the Revdex.com notice. In closing, we offer the same options; Technician returning at no charge inspecting and if necessary, apply more solution at no charge OR providing a credit towards future services in the amount of $125.00. Any questions, please feel free to contact me and please find attached the paperwork for the job. All supporting documents were faxed to [redacted]. Thank you. Danielle B[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory with the proviso that the credit being offered by Chem-Dry has no expiration date and if I chose to have my rugs retreated with PURT, this will done unconditionally and will not be at the discretion of the technician.

Regards,

Review: Called for carpet cleaning, carpet remained dirty after service, when we complained to service man, he gave us a receipt that stated that carpet needed to be changed. Did not inform us that he will not be able to clean the carpet until after the fact. Called business but they would not hear us out, continued to say carpet needed to be changed. An information that should have been given before proceeding with unsuccessful cleaning.Desired Settlement: Hoping for refund, will go ahead to replace carpet as recommend .

Business

Response:

This customer was serviced on 9/28/15. The Technician and the husband, [redacted] whom was present and approved the cleaning discussed in depth that the carpet was in horrible condition. [redacted] indicated that he and wife were in [redacted] to purchase new carpeting and through discussions with the THD Inside Sales Rep, the customers were referred to Chem-Dry. [redacted] advised our team of two Technicians that he didn't want to replace the carpet at this point because, "My kids will mess it up again to where it is now. Our Technician advised that the carpet would be "clean" but that we could not promise that the stains would be removed. In the purple bedroom there was a pile of glue that was stuck to the carpet. There were various food and drink stains throughout the areas being cleaned. Our Technician did advise the customer that he wanted all the stains removed, he would recommend replacing the carpet. Again, [redacted] approved the cleaning and we cleaned the carpets. When [redacted] returned home that afternoon, she called into the office spoke to me demanding a refund for not removing the stains. I explained that we had spoken with [redacted] in depth regarding the permanent stains and that we removed all of the dirt that was in the carpet, and did the best we could with the stains. Our cleaning involves, pre treating of all spots and stains including the high traffic lanes. [redacted] was extremely rude, confrontational and repeatedly kept saying we must think she is stupid. I assured her that is not the case and once again repeated that all of the pre exisitng conditions were discussed in length with [redacted] and the condition of the carpet was very bad. I will forward all paperwork in fax to the appropriate number. If you have any questions, please feel free to contact me. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The response is obviously not being truthful about this matter. This is a very unethical way of doing business. I spoke with the supervisor of business on several occasions soon as I got home, she hung up on me couple times and then promised to see the job done by her technician the following Monday. I called off from work but she neither called nor show up. The technician did not advise my husband on the condition of the carpet, he only wrote on the receipt after "cleaning" the carpets; "carpet need replacing " . My concern is not for the room with glue; I know that washing would not remove the glue. My concern is that even the dirt on the family room, dining room and the stairwell was not touched by the chemical used. Which was why I wanted the supervision to come and "supervise her technicians job". I did not for once; demand a refund from Chemdry. But it appears that this forum is merely going to be a back and forth ordeal, which I am not prepared to do with s business that has proven to lack integrity of telling even the truth. I will leave this for Revdex.com to decide. I believe that no customer should have to go through this kind of rip off in this day and time. Will pursue this case with dept of consumer affairs, a non profit organization.

Regards,

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Description: Carpet & Rug Cleaners

Address: 9793 SW 138th Ave, Miami, Florida, United States, 33186-6819

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