Chem Dry of Erie County

In response to the complaint ( ID [redacted]) there was multiple pet urine stains as well as excrement stains. She stated that her dog has been sick. The carpet is 9x12 and white over a stone floor. She signed and dated a P.U.R.T II pet urine removal treatment authorization form and initialed it as...

well. She also signed a separate P.U.R.T II form.The form states as follows I have read the information concerning pet urine damage and understand it.I fully understand that my carpeting is currently damaged due to urine deposits. Because urine is a complex mixture of ingredients, I understand that undesirable results may occur in the form of slight carpet shrinking wicking, browning, yellowing, discoloration or color loss. I hereby authorize Chem - Dry to preform the services listed on the invoice.Iagree to the stated price for the services rendered and understand that there is no guarantee implied or expressed that all urine odors will be removed. I have all forms as well as video of carpeting showing all stains before cleaning. I am a new owner and was going above and beyond when I offered to pay half even though I did not have to make that offer. I'm sorry it turned out the way it did but the carpet was very badly stained as the video shows.

Review: I called Chem Dry to clean some carpets and a couch, which was done in a timely fashion(7/14/15) There were some pet stains that I wanted removed from a room, for which they suggested I use a product called PURT. The product is supposed to be left to dry and vacuumed in the morning. When I saw the carpet the next day (7/15/15), it was stained brown and much worse than it had been before being cleaned...ruined. I called the company, and they came out to try to fix it. I received a call that afternoon from Tom who said to let him know how it looked the next day, and if not better that I could get a new carpet for which he would pay half. At that time, I was not prepared to accept that offer as sufficient, so I told him I would speak to him the next day. The following day (7/16/15), the carpet was not better. I left a message on his voicemail stating that there was not improvement, and I believe that ChemDry should pay for the whole carpet to be replaced and offered for him to choose the carpet company they wanted to use. Tom called to schedule a time to come look at the carpet, which he did 7/17/15. At that visit, I explained that I thought it should be replaced, and I also asked him about his position in the company, which he stated to be owner. He offered to refund the amount that I spent on the PURT, which is approximately $100. I asked if paying for half of a new carpet was still available and he said "no." I was shocked to hear this and asked why, to which he replied because he "offered it yesterday, and I did not accept it." I explained that I was trying to negotiate, and that he is doing bad business by revoking an offer already made, to which he said, "I don't have to do anything, but I am offering to give you a refund on the amount spent on PURT." At that time, I told him that wa not enough and politely asked him to leave my house.Desired Settlement: I would like the carpet to be removed and replaced at the expense of Chem Dry.

Business

Response:

In response to the complaint ( ID [redacted]) there was multiple pet urine stains as well as excrement stains. She stated that her dog has been sick. The carpet is 9x12 and white over a stone floor. She signed and dated a P.U.R.T II pet urine removal treatment authorization form and initialed it as well. She also signed a separate P.U.R.T II form.The form states as follows I have read the information concerning pet urine damage and understand it.I fully understand that my carpeting is currently damaged due to urine deposits. Because urine is a complex mixture of ingredients, I understand that undesirable results may occur in the form of slight carpet shrinking wicking, browning, yellowing, discoloration or color loss. I hereby authorize Chem - Dry to preform the services listed on the invoice.Iagree to the stated price for the services rendered and understand that there is no guarantee implied or expressed that all urine odors will be removed. I have all forms as well as video of carpeting showing all stains before cleaning. I am a new owner and was going above and beyond when I offered to pay half even though I did not have to make that offer. I'm sorry it turned out the way it did but the carpet was very badly stained as the video shows.

Consumer

Response: