DASO Cleaning & Restoration, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:First of all I spent a lot of money for Daso to sanitize the condo and I tipped the crew a lot of money for doing a good jobThe day that the crew was coming to pick up the equipment the housekeeper *** *** noticed the stain on the bed that was not there previouslyTwo people, the housekeeper and my assistant *** *** all inspected the bed when I took possession of the condo and there were no stainsThe stain occurred during Daso's cleaningThe stain seemed to be disinfectant that was spilled on the bedI did not have any buyers remorse as the response stated from Daso. Regarding the statement from *** ***: The housekeeper claims she never asked them to wash the manufactures mattress coverThe cover she was referring to was the mattress protectorThe manufacturers cover protects the foam bed and that is never supposed to be removedI called *** *** personally minutes after he departed with the mattress cover and explicitly told him not to wash or dry clean it as it would void the warrantyHe assured me he would return it unwashedWhich he did not, he washed it against my wishesHad he returned the manufacturers cover without washing it there would have been no problemHe washed both coversThe manufacturers cover and the mattress protective coverThe detergent and fabric softener he used was so overwhelming that we had to put the box it came in outside on the terraceSeveral people smelled the cover and all agree that is is ruinedThe cover is not usable and cannot be put back on the bed because of the smellHe claims it was washed with water only but since he never smelled it he can not make that statementThe fact remains that washing the manufactures cover even in water voids the year warranty on a year old bed.Regarding the statement from *** ***: No one had occupied or been in the condo until Monday morning when Daso came to pick up their equipmentWe inspected this mattress when the tenants left before Daso ever performed their services and the mattress was in pristine conditionNo one used the condo until after Daso left on MondayUpon the housekeeper noticing the stain on Monday morning I called *** immediatelyHe said that *** would look at it when he picks up the equipment and don't worry they would take care of itYou would think that since I had spent thousands of dollars on this job that *** *** or the *** *** Brand would have come out personally to investigateThey did not*** is operating on hearsay as the housekeeper never spoke with him nor did she have any authority to give them permission to do anythingThe fact still remains that I told both he and *** that they were not to touch the cover, but they did not complyThe *** should have come out to investigate to see the cover and to smell it for himselfHe did not, even after I called him and left a message and sent an overnight letter.*** *** also tried to contact Simmons to replace the cover and they would not do itIn the interest of trying to work something out I would have accepted a new cover even though the warranty was voidedDaso contacted their insurance company and they said damages like this were not covered in their policy. Unfortunately since they can't replace the cover the only thing to do was to replace the mattressIn an effort to help, I even arranged special pricing with Sleepy's which would save them over $on a new mattressNo one returned my emails or calls.They took a customer who was happy and paid a lot of money for their servicesWhen we found thing wrong, *** or the *** should have inspected itAfter *** washed the cover, they should have come out to see how we could all rectify the situationThey would not return calls or emailsThey are very shortsighted as I would never recommend them for any job in the future, and as I had discussed with *** that I wished to use them after every tenantSo they not only lost a good reference but a potential long term customerAs a business *** I would have contacted the client right away and worked something outThis business *** obviously does not care about client relationshipsTheir crew damaged the bed and they should never have removed my property without permission. Now I am forced to look into all options including legal actionI am sure that when anyone sees the condition and smell of this cover that they will be inclined to agree All Daso had to do is step up to the plate and do the right thingThe made mistakes, one damaging the bed, and then what they did to rectify it against my wishesThey have to be held responsible as this is a high end mattress.Sincerely,*** ***

I have spoken to both my [redacted] and my Crew run by [redacted], and have gotten statements from both of them on this situation. Based upon the facts, I feel that this claim is more...

about buyers remorse, and we cannot be taken advantage of when the crew has [redacted]e the right thing by the client and has goes far and beyond. Please keep in mind we were sent to do a cleaning of his apartment, because his previous renters had some x-rated group events, in which there was a lot of bodily fluids left behind, in which DASO was hired to clean. Below is the statements I have received from both DASO representatives who have had direct contact with [redacted]:
[redacted]'s statement 07/**/2014
We went to pickup our equipment at [redacted] apt [redacted], when we arrived I was told at the front desk that the housekeeper needed to see me ([redacted]) so I went up and she let me in and showed me a stain on a cover that belongs to the bed in the master bedroom. I explained to her that we didn't clean nor disinfect the mattress only the bed boards and railing. She said the stain wasn't there two weeks ago when she cleaned the room. I personally worked in that room and we never put any type of liquids near that mattress. She asked if we can wash it because she didn't have time to do it herself and her washing machine was too small for that cover and she needed it by 8am I explained to her that thats not our responsibility but to keep the customer happy I would take care of it. She asked me to wait while she folded it and placed it in a garbage bag and I took it and left. Later that evening the [redacted] called me and asked me not to do anything with the cover. By t hen the cover was already cleaned and hanged to dry. When returned the cover was stain free and like new condition. Thats exactly what happened.
[redacted]'s statement:
[redacted] and the team completed the job in 2 days, upon completion they called [redacted] to do a walk thru to make sure that everything asked of us was in fact taken care of. [redacted] was very satisfied, tipped the crew and then they parted ways. It wasn't until the [redacted] day, Monday of the following week, that we were told to check out a stain [redacted] had noticed on his mattress cover in the bedroom. I was notified and stated that while [redacted] and crew were at the site to retrieve the equipment, they would inspect the stain. When entering the apartment, the crew was introduced to [redacted]s cleaning lady. Acting on [redacted]s behalf, she had stated that, normally she would be able to wash and clean it herself, however, she simply had no time and the mattress cover had to be back by the following day. She, acting on [redacted]s behalf, had then asked if [redacted] and crew can help her and do it for her. Of course, they said it was no problem and took it immediately to get cleaned as they know it was important to D on for everything to be spotless. However, hours later, a phone call was made by [redacted] to [redacted] to bring the mattress cover back as it cannot be cleaned. Unfortunately it had already been washed (only with water). [redacted] and crew returned the mattress cover soon after. Now [redacted] is expecting DASO to file an insurance claim because apparently the mattress itself, is unusable because the mattress cover has been washed.[redacted]
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[redacted] came here yesterday and saw the stain on the bed. The stain was not there before your team arrived. I inspected it personally and so did my assistant [redacted], my helper [redacted] and my housekeeper [redacted]. That was the first thing I checked when I got back into the condo.
I was at lunch and I was quite upset when [redacted] told me that [redacted] had taken the mattress cove which comes from the manufacturer. Not something you buy, it is the actual cover to the mattress.
I called [redacted] immediately and told him that you cannot dry clean or wash it. I asked him to please return the cover to me the next day. I know he was trying to help, but he went home and washed the cover in a very strong detergent. What he did not know was that I am highly allergic to detergent and fabric softener. I have to use special items when I wash clothes.
The bottom line is that the cover is completely ruined. This is a $4,000+ mattress. Now it is rendered totally unusable as he washed the cover and the detergent smell is god awful. I could not even keep it in the condo.
The bottom line is that I asked him to do nothing with the cover. Now I cannot put this cover back on the mattress, the mattress is now bare foam. I am beyond upset at this point, as Simmons says the cover is not replaceable.
I went from a very satisfied customer to a very unhappy customer in a matter of hours. You will need to turn this over to your insurance company now, as this mattress is ruined if indeed we cannot get another cover.
Please call me in the morning as I need a bed to sleep on.
I did send his complaint to the insurance company and they felt it was a bogus claim and denied coverage based upon the facts stated above, "detergent smell is awful" . That is not a valid claim that the mattress is ruined. Let alone, "his agent", the cleaning lady instructed the men what to do. If he has a issue with the smell of the mattress cover, he should take it up with his cleaning lady. She may have time now to deal with it.

Review: The technicians spilled some sort of cleaning liquid on a very expensive Simmons Comforpedic Phenom Mattress. [redacted], the technician, came out to see what had happened and removed the manufacturers mattress cover and took it from my premises without permission to have it dry cleaned. This manufacturers cover when removed and washed or cleaned voids the warranty and the mattress was approx. 3 years old. It was in perfect condition (verified by housekeeper and my assistant) when Daso arrived to sanitize my apt. I called the technician personally about 25 minutes after they departed when my housekeeper told me they had removed the cover. I explained to [redacted] to please return my cover and NOT to dry-clean or wash it as this would ruin it and void the warranty on the bed. He told me that he could return the cover the following morning which I told him that would be acceptable. When I called him the next day to arrange the return I was told by [redacted] that he had personally washed the cover and removed the stain after I told hiim not to do it. I realize his intentions were good, however he did not honor my request. He apparently washed it in detergent and fabric softener. The cover smells excessively of fabric softener and the odor is so strong I had to put it in a closet. I tried airing it out in a spare bedroom with all the windows open to no avail. The cover has also been ruined by washing it and the warranty on the bed is void. At first [redacted] the salesperson was very helpful and tried to obtain a replacement cover from Simmons. I told him that they would not sell the covers because people could put new covers on an old mattress and claim they were knew. He called them and tried to find the cover to no avail. I told him that since they stained the bed to begin with, removed the cover from my premises without my permission (they had my cell phone and did not call) and washed it after being told not to do anything with it but to bring it back that they now have no choice but to replace the entire bed. I further explained that this needed to be done within 10 days because I rent out the condo and need it back in shape to rent it. They explained that they turned it over to their insurance company. I called Daso 1 week later and told [redacted] that the insurance company has never called. Another week passed and still no word. [redacted] does not return any of my calls or emails. I finally called the insurance company ([redacted]) from Daso's certificate of insurance and they said they don't handle that type of damage and referred me to [redacted]. I called [redacted] and spoke to [redacted] and he said he did not know if my mattress would be covered and that Daso would have to cover the replacement of the bed if it was not covered. He told me he would call me in a couple of days and that was 14 days ago. Daso billed me and was paid in full for their services upon the completion of their job on 7/**14 and as of today 8/**/14 this issue has not been resolved. I think that 33 days to wait for a damaged bed to be replaced was more than fair. They will not return emails or phone calls and their insurance company has not returned my phone calls either. The mattress needs to be replaced. If this is not resolved I have no recourse but to refer to legal action.Desired Settlement: At this point I need to purchase a new mattress since Daso has not stepped up to the plate. I need to replace the mattress this week while I am still in town and so I can rent my apt. again. I cannot wait any longer. I am willing to have a new mattress at the sale price as the price I originally paid was approx. $5,000.The sale price of the replacement mattress from Sleepy's where I purchased the original mattress is approx. $3928.19. That is the amount I would like refunded to my credit card where I paid in full for the Daso services. It is up to them to work it out with their insurance company not mine.

Business

Response:

I have spoken to both my [redacted] and my Crew run by [redacted], and have gotten statements from both of them on this situation. Based upon the facts, I feel that this claim is more about buyers remorse, and we cannot be taken advantage of when the crew has [redacted]e the right thing by the client and has goes far and beyond. Please keep in mind we were sent to do a cleaning of his apartment, because his previous renters had some x-rated group events, in which there was a lot of bodily fluids left behind, in which DASO was hired to clean. Below is the statements I have received from both DASO representatives who have had direct contact with [redacted]:

[redacted]'s statement 07/**/2014

We went to pickup our equipment at [redacted] apt [redacted], when we arrived I was told at the front desk that the housekeeper needed to see me ([redacted]) so I went up and she let me in and showed me a stain on a cover that belongs to the bed in the master bedroom. I explained to her that we didn't clean nor disinfect the mattress only the bed boards and railing. She said the stain wasn't there two weeks ago when she cleaned the room. I personally worked in that room and we never put any type of liquids near that mattress. She asked if we can wash it because she didn't have time to do it herself and her washing machine was too small for that cover and she needed it by 8am I explained to her that thats not our responsibility but to keep the customer happy I would take care of it. She asked me to wait while she folded it and placed it in a garbage bag and I took it and left. Later that evening the [redacted] called me and asked me not to do anything with the cover. By t hen the cover was already cleaned and hanged to dry. When returned the cover was stain free and like new condition. Thats exactly what happened.

[redacted]'s statement:

[redacted] and the team completed the job in 2 days, upon completion they called [redacted] to do a walk thru to make sure that everything asked of us was in fact taken care of. [redacted] was very satisfied, tipped the crew and then they parted ways. It wasn't until the [redacted] day, Monday of the following week, that we were told to check out a stain [redacted] had noticed on his mattress cover in the bedroom. I was notified and stated that while [redacted] and crew were at the site to retrieve the equipment, they would inspect the stain. When entering the apartment, the crew was introduced to [redacted]s cleaning lady. Acting on [redacted]s behalf, she had stated that, normally she would be able to wash and clean it herself, however, she simply had no time and the mattress cover had to be back by the following day. She, acting on [redacted]s behalf, had then asked if [redacted] and crew can help her and do it for her. Of course, they said it was no problem and took it immediately to get cleaned as they know it was important to D on for everything to be spotless. However, hours later, a phone call was made by [redacted] to [redacted] to bring the mattress cover back as it cannot be cleaned. Unfortunately it had already been washed (only with water). [redacted] and crew returned the mattress cover soon after. Now [redacted] is expecting DASO to file an insurance claim because apparently the mattress itself, is unusable because the mattress cover has been washed.

[redacted] -

[redacted] came here yesterday and saw the stain on the bed. The stain was not there before your team arrived. I inspected it personally and so did my assistant [redacted], my helper [redacted] and my housekeeper [redacted]. That was the first thing I checked when I got back into the condo.

I was at lunch and I was quite upset when [redacted] told me that [redacted] had taken the mattress cove which comes from the manufacturer. Not something you buy, it is the actual cover to the mattress.

I called [redacted] immediately and told him that you cannot dry clean or wash it. I asked him to please return the cover to me the next day. I know he was trying to help, but he went home and washed the cover in a very strong detergent. What he did not know was that I am highly allergic to detergent and fabric softener. I have to use special items when I wash clothes.

The bottom line is that the cover is completely ruined. This is a $4,000+ mattress. Now it is rendered totally unusable as he washed the cover and the detergent smell is god awful. I could not even keep it in the condo.

The bottom line is that I asked him to do nothing with the cover. Now I cannot put this cover back on the mattress, the mattress is now bare foam. I am beyond upset at this point, as Simmons says the cover is not replaceable.

I went from a very satisfied customer to a very unhappy customer in a matter of hours. You will need to turn this over to your insurance company now, as this mattress is ruined if indeed we cannot get another cover.

Please call me in the morning as I need a bed to sleep on.

I did send his complaint to the insurance company and they felt it was a bogus claim and denied coverage based upon the facts stated above, "detergent smell is awful" . That is not a valid claim that the mattress is ruined. Let alone, "his agent", the cleaning lady instructed the men what to do. If he has a issue with the smell of the mattress cover, he should take it up with his cleaning lady. She may have time now to deal with it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:First of all I spent a lot of money for Daso to sanitize the condo and I tipped the crew a lot of money for doing a good job. The day that the crew was coming to pick up the equipment the housekeeper [redacted] noticed the stain on the bed that was not there previously. Two people, the housekeeper and my assistant [redacted] all inspected the bed when I took possession of the condo and there were no stains. The stain occurred during Daso's cleaning. The stain seemed to be disinfectant that was spilled on the bed. I did not have any buyers remorse as the response stated from Daso. Regarding the statement from [redacted]: The housekeeper claims she never asked them to wash the manufactures mattress cover. The cover she was referring to was the mattress protector. The manufacturers cover protects the foam bed and that is never supposed to be removed. I called [redacted] personally 30 minutes after he departed with the mattress cover and explicitly told him not to wash or dry clean it as it would void the warranty. He assured me he would return it unwashed. Which he did not, he washed it against my wishes. Had he returned the manufacturers cover without washing it there would have been no problem. He washed both covers. The manufacturers cover and the mattress protective cover. The detergent and fabric softener he used was so overwhelming that we had to put the box it came in outside on the terrace. Several people smelled the cover and all agree that is is ruined. The cover is not usable and cannot be put back on the bed because of the smell. He claims it was washed with water only but since he never smelled it he can not make that statement. The fact remains that washing the manufactures cover even in water voids the 10 year warranty on a 2 year old bed.Regarding the statement from [redacted]: No one had occupied or been in the condo until Monday morning when Daso came to pick up their equipment. We inspected this mattress when the tenants left before Daso ever performed their services and the mattress was in pristine condition. No one used the condo until after Daso left on Monday. Upon the housekeeper noticing the stain on Monday morning I called [redacted] immediately. He said that [redacted] would look at it when he picks up the equipment and don't worry they would take care of it. You would think that since I had spent thousands of dollars on this job that [redacted] or the [redacted] Brand would have come out personally to investigate. They did not. [redacted] is operating on hearsay as the housekeeper never spoke with him nor did she have any authority to give them permission to do anything. The fact still remains that I told both he and [redacted] that they were not to touch the cover, but they did not comply. The [redacted] should have come out to investigate to see the cover and to smell it for himself. He did not, even after I called him and left a message and sent an overnight letter.[redacted] also tried to contact Simmons to replace the cover and they would not do it. In the interest of trying to work something out I would have accepted a new cover even though the warranty was voided. Daso contacted their insurance company and they said damages like this were not covered in their policy. Unfortunately since they can't replace the cover the only thing to do was to replace the mattress. In an effort to help, I even arranged special pricing with Sleepy's which would save them over $1000 on a new mattress. No one returned my emails or calls.They took a customer who was happy and paid a lot of money for their services. When we found 1 thing wrong, [redacted] or the [redacted] should have inspected it. After [redacted] washed the cover, they should have come out to see how we could all rectify the situation. They would not return calls or emails. They are very shortsighted as I would never recommend them for any job in the future, and as I had discussed with [redacted] that I wished to use them after every tenant. So they not only lost a good reference but a potential long term customer. As a business [redacted] I would have contacted the client right away and worked something out. This business [redacted] obviously does not care about client relationships. Their crew damaged the bed and they should never have removed my property without permission. Now I am forced to look into all options including legal action. I am sure that when anyone sees the condition and smell of this cover that they will be inclined to agree. All Daso had to do is step up to the plate and do the right thing. The made 2 mistakes, one damaging the bed, and then what they did to rectify it against my wishes. They have to be held responsible as this is a high end mattress.Sincerely,[redacted]