Coyote Carpet Cleaning

Mrs. [redacted] states in her response that she has looked and looked and can't see that white spot on her sofa. The reason she can't find it is because the sofa is now clean and there is no dirt to provide that dramatic difference.  I'm sorry that we are in this situation, but the sofa is as clean as we can get it with a basic cleaning. She cleaned her sofa 2 years ago, apparently. But it's a white sofa that her dog laid on all the time. Dogs have oils in their skin and coat that transfer to upholstery and require additional treatments to remove, but she didn't want to add anything additional to her bill. That's certainly her choice, and we accepted that. Again, I draw the laundry analogy- wear a white shirt every day for 2 years and make sure you cuddle your dog for several hours daily during that time. You aren't going to get that shirt immaculate without some kind of stain treatment. We did the best job we could within the guidelines she herself established, and our techs worked hard to try to make her happy.We maintain that the photos prove that no refund is due.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When Coyote showed me the photo of the dirty part and the part where they cleaned it (the white section) I thought it would all turn out that way. So I didn't think it would need additional cleaning product because the photo looked good. I was surprised when it didn't turn out that way. You can see the photo yourself. I have searched and searched the couch trying to find that white spot in their photo and it doesn't seem to be there. By the way I went through all my records and found my receipt for my last cleaning. It was last cleaned on December 9, 2013 by [redacted]. I chose them because I wanted my blinds cleaned also. So I am insulted that [redacted] said I hadn't had it cleaned it in 16 years. And I don't want to replace my couch, I don't know where she got that idea. As you can see the couch is in perfect condition other than the cleaning. There isn't any wear or tear and no sign of use.

Regards,

Mrs. [redacted] used an over the counter product made by Turtle Wax, to attempt to clean her sofa, and apparently it didn't work.  When our technicians arrived, they found a heavily soiled white sofa which clearly had not been cleaned for years.  They did their best to clean it in...

spite of the fact that the client declined additional treatments that may have improved the result even more.  When Mrs. [redacted] called about the sofa I indicated to her that coming back to do the exact same thing we'd already done was unlikely to do much and that she would be well advised to use some more intense treatments, for an additional cost. I often use laundry as a parallel to customers because it's something they can relate to. If she were to wear a white shirt every day for years and then just toss it in the laundry without boosters and stain removers, it would not come clean. The same is true of this white sofa. In spite of this, the improvement our technicians made is more than significant.  I doubt very much that Mrs. [redacted] was prepared to replace her sofa before we cleaned it, and you can see from the attached photos that it looks much better than it did before we cleaned it.  Mrs. [redacted]'s assertion that the sofa is ruined is completely blown out of proportion. Our technicians worked hard did a stellar job on a difficult upholstery cleaning, even though the client declined the treatments that could have made it even better.  It is unfair for her to suggest that their work is subpar, when the photographs clearly show otherwise. A refund is not warranted.Please note that the attached photos show cleaning in progress, and the completed cleaning.

Review: I had tried to clean my couch myself and tried on a small section of my couch. And it didn't work. I called Coyote Carpet Cleaning because they were suggested in [redacted]. I called to request to have my couch cleaned. The workers arrived on time and were very nice. They told me the Turtle Wax product I used was not any good and they would use professional products. were finished it looked like the dirt was smeared all over. I thought it would look differently the next day when it was dry. It didn't. I called and told [redacted] that it was all smeared and sent pictures. She said they couldn't do any more or I could pay for additional service. I said no, it's ruined and I want a refund. She talked to the owner and he said no.Desired Settlement: I would like to get a refund. But my couch is completely ruined and I will have to replace it.

Business

Response:

Mrs. [redacted] used an over the counter product made by Turtle Wax, to attempt to clean her sofa, and apparently it didn't work. When our technicians arrived, they found a heavily soiled white sofa which clearly had not been cleaned for years. They did their best to clean it in spite of the fact that the client declined additional treatments that may have improved the result even more. When Mrs. [redacted] called about the sofa I indicated to her that coming back to do the exact same thing we'd already done was unlikely to do much and that she would be well advised to use some more intense treatments, for an additional cost. I often use laundry as a parallel to customers because it's something they can relate to. If she were to wear a white shirt every day for years and then just toss it in the laundry without boosters and stain removers, it would not come clean. The same is true of this white sofa. In spite of this, the improvement our technicians made is more than significant. I doubt very much that Mrs. [redacted] was prepared to replace her sofa before we cleaned it, and you can see from the attached photos that it looks much better than it did before we cleaned it. Mrs. [redacted]'s assertion that the sofa is ruined is completely blown out of proportion. Our technicians worked hard did a stellar job on a difficult upholstery cleaning, even though the client declined the treatments that could have made it even better. It is unfair for her to suggest that their work is subpar, when the photographs clearly show otherwise. A refund is not warranted.Please note that the attached photos show cleaning in progress, and the completed cleaning.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When Coyote showed me the photo of the dirty part and the part where they cleaned it (the white section) I thought it would all turn out that way. So I didn't think it would need additional cleaning product because the photo looked good. I was surprised when it didn't turn out that way. You can see the photo yourself. I have searched and searched the couch trying to find that white spot in their photo and it doesn't seem to be there. By the way I went through all my records and found my receipt for my last cleaning. It was last cleaned on December 9, 2013 by [redacted]. I chose them because I wanted my blinds cleaned also. So I am insulted that [redacted] said I hadn't had it cleaned it in 16 years. And I don't want to replace my couch, I don't know where she got that idea. As you can see the couch is in perfect condition other than the cleaning. There isn't any wear or tear and no sign of use.

Regards,

Business

Response:

Mrs. [redacted] states in her response that she has looked and looked and can't see that white spot on her sofa. The reason she can't find it is because the sofa is now clean and there is no dirt to provide that dramatic difference. I'm sorry that we are in this situation, but the sofa is as clean as we can get it with a basic cleaning. She cleaned her sofa 2 years ago, apparently. But it's a white sofa that her dog laid on all the time. Dogs have oils in their skin and coat that transfer to upholstery and require additional treatments to remove, but she didn't want to add anything additional to her bill. That's certainly her choice, and we accepted that. Again, I draw the laundry analogy- wear a white shirt every day for 2 years and make sure you cuddle your dog for several hours daily during that time. You aren't going to get that shirt immaculate without some kind of stain treatment. We did the best job we could within the guidelines she herself established, and our techs worked hard to try to make her happy.We maintain that the photos prove that no refund is due.

Review: I called to my carpets cleaned in my apartment in order to get my deposit back. The carpet cleaner, I believe his name was Michael, showed up an hour late and then informed me rudely that I should have saved him a spot to park, in the handicapped parking spot so he could be closer to the building since I was in an upstairs apt. He came up, looked around and suggested that we might want to wait until we got the furniture out completely to clean the carpets so we could get the entire carpet. That sounded smart to me but I felt bad that he had made the drive and so I asked him if there was a service fee for coming out. He said,"Well what do you mean by service fee? Like showing something, something physical, cause I've had women do that before, but I'm a single guy so that was fine with me." I was furious but I was upstairs and my 3 boys were downstairs so I got really uncomfortable and changed the subject.To get him out of the house I rescheduled and then on the way out the door he announced that he would remind me to add a little extra on next time or make him lunch. I was furious so I wrote an email to the company and when they didn't respond I called them to follow up. They stated,"Oh we got your email but we didn't respond because we figured you were mad enough." They then offered to send someone else out to clean the apartment, a different person. I agreed and assumed they were doing it for free. They sent a guy named Juan who was in and out in about 20 min and told me that it would be extra to clean my stairs even though they had originally told me it could be included since its a small space. I skipped the stairs and then was presented with a bill for $99 which I paid because it was an assumption that they would comp it since their employee had been so inappropriate. anyway, long story short, when they did the walk thru they told me the carpet cleaning would not up to bar and they would have to do it again. I've already given my keys back so at this point they can't go back out to reclean since the apt complex uses their own company.They told me I would need to take it up with the company myself and then pay out of pocket to have the carpets cleaned again. I am hoping to not only get the word out about this guy in case it happens again but I also think at this point a refund would be nice due to the fact that the cleaning got me nothing but having to have it cleaned again and a perverted rug cleaner making inappropriate comments.Desired Settlement: I paid by debit MC and would think it would be right if they refunded my money. I don't want an offer to clean again due to the fact that I'm already out of the apts and had to pay to have it done by another company.