I have spoken to both my [redacted] and my Crew run by [redacted] ***, and have gotten statements from both of them on this situationBased upon the facts, I feel that this claim is more about buyers remorse, and we cannot be taken advantage of when the crew has ***e the right thing by the client and has goes far and beyondPlease 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 cleanBelow is the statements I have received from both DASO representatives who have had direct contact with [redacted] : [redacted] ***'s statement We went to pickup our equipment at [redacted] apt ***, when we arrived I was told at the front desk that the housekeeper needed to see me (***) 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 bedroomI explained to her that we didn't clean nor disinfect the mattress only the bed boards and railingShe said the stain wasn't there two weeks ago when she cleaned the roomI personally worked in that room and we never put any type of liquids near that mattressShe 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 itShe asked me to wait while she folded it and placed it in a garbage bag and I took it and leftLater that evening the [redacted] called me and asked me not to do anything with the coverBy t hen the cover was already cleaned and hanged to dryWhen returned the cover was stain free and like new conditionThats exactly what happened [redacted] 's statement: [redacted] and the team completed the job in 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 waysIt 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 bedroomI was notified and stated that while [redacted] and crew were at the site to retrieve the equipment, they would inspect the stainWhen entering the apartment, the crew was introduced to ***s cleaning ladyActing on ***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 dayShe, acting on ***s behalf, had then asked if [redacted] and crew can help her and do it for herOf 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 spotlessHowever, hours later, a phone call was made by [redacted] to [redacted] to bring the mattress cover back as it cannot be cleanedUnfortunately it had already been washed (only with water) [redacted] and crew returned the mattress cover soon afterNow [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 bedThe stain was not there before your team arrivedI inspected it personally and so did my assistant ***, 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 manufacturerNot 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 itI asked him to please return the cover to me the next dayI know he was trying to help, but he went home and washed the cover in a very strong detergentWhat he did not know was that I am highly allergic to detergent and fabric softenerI have to use special items when I wash clothes The bottom line is that the cover is completely ruinedThis is a $4,000+ mattressNow it is rendered totally unusable as he washed the cover and the detergent smell is god awfulI could not even keep it in the condo The bottom line is that I asked him to do nothing with the coverNow I cannot put this cover back on the mattress, the mattress is now bare foamI 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 hoursYou 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 ruinedLet alone, "his agent", the cleaning lady instructed the men what to doIf he has a issue with the smell of the mattress cover, he should take it up with his cleaning ladyShe may have time now to deal with it
I have spoken to both my [redacted] and my Crew run by [redacted] ***, and have gotten statements from both of them on this situationBased upon the facts, I feel that this claim is more about buyers remorse, and we cannot be taken advantage of when the crew has ***e the right thing by the client and has goes far and beyondPlease 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 cleanBelow is the statements I have received from both DASO representatives who have had direct contact with [redacted] : [redacted] ***'s statement We went to pickup our equipment at [redacted] apt ***, when we arrived I was told at the front desk that the housekeeper needed to see me (***) 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 bedroomI explained to her that we didn't clean nor disinfect the mattress only the bed boards and railingShe said the stain wasn't there two weeks ago when she cleaned the roomI personally worked in that room and we never put any type of liquids near that mattressShe 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 itShe asked me to wait while she folded it and placed it in a garbage bag and I took it and leftLater that evening the [redacted] called me and asked me not to do anything with the coverBy t hen the cover was already cleaned and hanged to dryWhen returned the cover was stain free and like new conditionThats exactly what happened [redacted] 's statement: [redacted] and the team completed the job in 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 waysIt 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 bedroomI was notified and stated that while [redacted] and crew were at the site to retrieve the equipment, they would inspect the stainWhen entering the apartment, the crew was introduced to ***s cleaning ladyActing on ***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 dayShe, acting on ***s behalf, had then asked if [redacted] and crew can help her and do it for herOf 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 spotlessHowever, hours later, a phone call was made by [redacted] to [redacted] to bring the mattress cover back as it cannot be cleanedUnfortunately it had already been washed (only with water) [redacted] and crew returned the mattress cover soon afterNow [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 bedThe stain was not there before your team arrivedI inspected it personally and so did my assistant ***, 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 manufacturerNot 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 itI asked him to please return the cover to me the next dayI know he was trying to help, but he went home and washed the cover in a very strong detergentWhat he did not know was that I am highly allergic to detergent and fabric softenerI have to use special items when I wash clothes The bottom line is that the cover is completely ruinedThis is a $4,000+ mattressNow it is rendered totally unusable as he washed the cover and the detergent smell is god awfulI could not even keep it in the condo The bottom line is that I asked him to do nothing with the coverNow I cannot put this cover back on the mattress, the mattress is now bare foamI 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 hoursYou 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 ruinedLet alone, "his agent", the cleaning lady instructed the men what to doIf he has a issue with the smell of the mattress cover, he should take it up with his cleaning ladyShe may have time now to deal with it