Complete Carpet Care

Initial Business Response / [redacted] (1000, 5, 2015/12/19) */ [redacted] originally called me and said she had numerous urin and or puke spots on pure white carpet, she asked me if we could get them out and I told her it was very unlikely because acids from the animals bodies burns the carpet fibersshe wanted us to come out and try anyway so I sent my tech out there and he only charged her our $minimum charge which was already a big favor to [redacted] She called me back after a week or so and said the carpet had turned brown in the urin spots, I told her that can happen when you try and clean urin spots because of the products the customer uses along with the cleaning there can be many different reactions but I sent my tech back out anyway to reclean the spotsShe called me back again a few days after that and insisted we come out again! At this point I started to suspect a scam, after doing this for years you get used to people trying to scam you but that being said I decided to go out there myself and see what the problem wasSo now it is our third trip out there for a total of $60!! I look at the carpet and there were some distinct brown spots and it looked to me like she dumped some product on the spots, I told her there is no way after lance my technition did an acid wash for her that they would cause brown spots, but beside that the carpet was very discolored from sun fading and exteremmely oldShe then told me she wanted me to cut out a very big spot and repair it by patching in another piece of carpet that she made me take down from her garage ceiling and when I set it along side the bedroon carpet that had all the urin spots and now brown stains in the bedroom carpet was very faded from the sun because it was old, she told me she wanted the repair anywayI told her it would not match, I did the repair and to my shock she actually had the nerve to stop payment on the check for the repairSo I dont know what to say at this point except I have never been more discusted with someone trying to pull a flat out scam as this woman isIt is very clear to me that she is trying to get us to pay for new carpet for her bedroom that is at least years old , completelly faded and very worn in many areas, it also had numerous pee and puke spots! I dont know what else to say other than I am in shock over this womans nerve! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My Carpet was purchased in April from Floors of Distinction in Maple Grove, MnThe original stain to be cleaned was by inch vomit from my dogThe Owner attempted to fix the problem by patching the by chemical burn resulting from excessive heat and chemicalsHe offered to replace the carpet for a fee of %or moreHis website advertises 100% money guarentee, I request that he submit his insurance information Final Business Response / [redacted] (4000, 9, 2016/01/15) */ To have year old white faded carpet with permanent puke and or urin spots in it and expect that it's the carpet cleaners responsibility to buy the customer new carpet is unacceptable by any carpet cleaning company standardsThese are the kind of situations that make carpet cleaning companies not want to even do buisness with certain people any more, like I said before I have been in buisness for years and always try and do what I believe is the right thing to do, So I will leave it up to the Revdex.com to decide what is the proper way to handle this complaint

When I
first met with the customer for the initial estimate the property was still occupied ( It looked to be in the process of being packed ) I walked the property by myself, the customer was waiting on someone to pick up a table she had sold on FacebookBoth the customer and her brother were present at this timeThe original estimate total was $for a basic clean only - Basic clean includes a carpet pre-spray with a deep steam extraction and the application of a mild non commercial deodorizer I informed the customer of our cost restrictions and she said she understoodShe then stated the carpets would be ready to go when I came to clean themI am very diligent with all of our customers about our restrictionsI am attaching before and after photos of the job The attached photos will show you that the customers claims in her complaint are not only invalid they are also untruthful The tile that is being claimed that was allegedly broken by me in the laundry area. The before picture clearly shows in the bottom left of the photo that the tile was broken prior to me beginning any work 2. As for the "black streaks" on the upstairs bathroom floor, the after picture shows no such marks on the floor in question Now to discuss the cost/pricing disputeI called the customer and informed her that the hard floor in the property was in fact tile not linoleumShe asked me the cost to clean it, I did inform her that the cost was $per square foot with a $minimumAt this time the customer became upset that I did not call her before I cleaned the upstairs bathroom floorI attempted to explain to her there was not going to be any cost difference in cleaning the tile floorThere is $minimum for tile and a $minimum for linoleumThere is a minimum square footage difference in the twoIf I would have been given the opportunity to explain the difference, I believe this whole incident would not have gotten blown so far out of proportionThe fact is that the cost of cleaning the linoleum floor with how our price guide is structured, the customer would have actually paid more than for me to clean the tileRemember the customer "Did ok" with the cleaning of the linoleumSo with all of that being said in the end I actually saved the customer moneyLast but not least during one of the telephone conversations between myself and the customer she told me to just get all of my stuff and to leave her houseI told her I would first need to be paid for the work we had done and that "she authorized"She told me she did not have that much money, and stated again to leave her propertyI explained to her that I needed to get paid, and if she failed to do so I would have to contact the police to file a theft of services report, she then hung up the phone on meA couple minutes passed and she called me back and stated she was OK with the price of $and for me to finish the job and she would be there in minutes to pay meWe finished the job and almost minutes passed before her brother pulled up and wanted to know what was going onI briefly explained the situation and he said he completely understoodHe then said he would be the one paying me not herHe wanted to know if I could make him a better deal cause he was paying me in cashI respectively explained to him I had already given her the best deal I couldHe did not have change for a $nor did I so I told him to pay me $Note: that is an additional savings for the customer Enclosing the facts are: The customer agreed to the cleaning of the linoleum at a$minimum and $per square foot 2. The "linoleum" floor was actually tile ( so per our pricing guide the customer saved almost $) The customer was informed of the restrictions during the estimate and agreed to them The $estimate was for carpet only the customer added more to the job so the cost obviously is going to increase The customers claims of broken tile and black streaks on the tile are clearly discredited by the attached before and after photos We feel this complaint is unjustified and would like you to please consider the facts ( attach photos ) when making your decision on this complaint Complete Carpet Care is a veteran owned and operated companyAnd the core values such as honor, integrity are something we believe in stronglyWe pride ourselves on customer service and satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.Business owner has stated nothing to show  my original claim to be invalid.  The fact that he knew he would be charging me more than triple the quote and yet started the process without informing first is disrespectful to the customer.  Had he called before beginning, I would have said no to the tile floors, and my brother would have been over and vacuumed the floor within 20 minutes.  Before and after pictures of the laundry area, that the business owner provided, clearly show all tiles being in one piece in the before and a tile being broken in the after.  I have attached some of my after pictures. Asking for previously stated refund, which is the difference in what was quoted and what I paid, due to the owners inability to effectively communicate significant price increases with customers before actually proceeding with the job.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/19) */
[redacted] originally called me and said she had numerous urin and or puke spots on pure white carpet, she asked me if we could get them out and I told her it was very unlikely because acids from the animals bodies burns the carpet fibers. she...

wanted us to come out and try anyway so I sent my tech out there and he only charged her our $60 minimum charge which was already a big favor to [redacted]. She called me back after a week or so and said the carpet had turned brown in the urin spots, I told her that can happen when you try and clean urin spots because of the products the customer uses along with the cleaning there can be many different reactions but I sent my tech back out anyway to reclean the spots. She called me back again a few days after that and insisted we come out again! At this point I started to suspect a scam, after doing this for 17 years you get used to people trying to scam you but that being said I decided to go out there myself and see what the problem was. So now it is our third trip out there for a total of $60!! I look at the carpet and there were some distinct brown spots and it looked to me like she dumped some product on the spots, I told her there is no way after lance my technition did an acid wash for her that they would cause brown spots, but beside that the carpet was very discolored from sun fading and exteremmely old. She then told me she wanted me to cut out a very big spot and repair it by patching in another piece of carpet that she made me take down from her garage ceiling and when I set it along side the bedroon carpet that had all the urin spots and now brown stains in the bedroom carpet was very faded from the sun because it was old, she told me she wanted the repair anyway. I told her it would not match, I did the repair and to my shock she actually had the nerve to stop payment on the check for the repair. So I dont know what to say at this point except I have never been more discusted with someone trying to pull a flat out scam as this woman is. It is very clear to me that she is trying to get us to pay for new carpet for her bedroom that is at least 20 years old , completelly faded and very worn in many areas, it also had numerous pee and puke spots! I dont know what else to say other than I am in shock over this womans nerve!
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Carpet was purchased in April 2008 from Floors of Distinction in Maple Grove, Mn. The original stain to be cleaned was 2 by 3 inch vomit from my dog. The Owner attempted to fix the problem by patching the 10 by 13 chemical burn resulting from excessive heat and chemicals. He offered to replace the carpet for a fee of %500 or more. His website advertises 100% money guarentee, I request that he submit his insurance information.
Final Business Response /* (4000, 9, 2016/01/15) */
To have 8 year old white faded carpet with permanent puke and or urin spots in it and expect that it's the carpet cleaners responsibility to buy the customer new carpet is unacceptable by any carpet cleaning company standards. These are the kind of situations that make carpet cleaning companies not want to even do buisness with certain people any more, like I said before I have been in buisness for 17 years and always try and do what I believe is the right thing to do, So I will leave it up to the Revdex.com to decide what is the proper way to handle this complaint.