Eco Carpet Cleaning, LLC

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ It clearly is stated on the [redacted] deal purchased how we chargeIt is literally spelled out"Valid for homes up to sq feet; [redacted] per sq feet fee applies for additional sq feet." No where does it say that we are measuring carpet! Most companys charge by sq feet of carpet at [redacted] cents a sq foot or moreSome charge by how many rooms you have and how big they areThey also charge extra for stairs, closets, hallways, prespray, and any and all spotsThere are a lot of add on charges and bait and switch with these type of companys that happen once they arrive at your homeWe avoid that by having a set price with everything includedBut for homes that have a longer hose run, and larger rooms that will take longer for our techs we do have an additional chargeEven with the additional sq feet charge our customers save hundreds of dollars compared to other companysAt sq feet we were only charging Mrs [redacted] an additional [redacted] when it should have been [redacted] We are not sucking anyone inAs stated above we are very clear in our advertising as well as on the phone when a customer schedulesI can only assume that the reason Mrs [redacted] came to us because she is used to paying a lot for carpet cleaning with such a large home and found our deal which is considerably less than what she is used to otherwise I dont know why she would be looking for a new carpet cleanerOur receptionist was not rude, mean, or caustic in any wayShe simply tried explaining how and why we do what we do timesWhen Mrs [redacted] became irate and insulting she was told there would be no further arguingThat was itWe will not be calling Mrs [redacted] to schedule any appointmentsShe has the choice to call and schedule with the additional sq feet charge or she can call [redacted] and try and make arrangements with them for a credit or refund

We did show up on the scheduled day and time for this appointment Customer was to leave a key under the mat for us to enter and to lock up Technician did not find a key and tried to call customer Customer called later in the afternoon and left a message ( which we still have ) to tell us that she forgot and turned the key in on her walkthrough The customer also sent us a nasty email which we responded politely to We did offer that even though we were not in the wrong we were willing to come back asap to help her and we were even willing to work with her landlord We did not receive any notice from her just another threatening email from the customer telling us that because of us she was being charged for damage by her landlord and that she wanted a refund We sent another email explaining that damage was not our fault nor our responsibility and that we were STILL willing to work with the landlord to clean the property We scheduled with the landlord and as of today the service was completed What happens now between the landlord and this customer is not in our control and has nothing to do with us The landlord did tell us that the customer never turned in her keys so apparently she just forgot to leave them for us on the cleaning day The customer has sent an email stating that she was sorry for her statements and that she is retracting her complaint which as of now has not happened I have included those emails below with the obvious information taken out "I apologize for my messageI received contradictory information from my landlord,roommate that was present during the walk through, and you; as a result I was underan impression that was not the case at handThank you for keeping the appointment" ">> If you are going to clean, please do soI was under the impression that I>> was getting neither services nor a refundI will contact the Revdex.com and>> amend my claim.">> >> Sent from my [redacted]

Eco needs to get their facts, I drained the pipes as directed per the gal on the phone I spoke toThe bs I was charged is something I can take up with GrouponThe fact of the matter is the service Iaid for was never done OR Poorly doneI paid for a fertilization, there were no plugs in my lawn, I paid for fertilization, there was no seed in my lawn, I paid for sprinkler blow out, I released the valve on the exterior of the house, along with the bleeder valves in the basement per there consultant before the work was doneI guess I should have read there reviews before I purchased the groupon, at this point that is neither here or thereAll I want is this outfit to make it right

"We are working with a new answering service and working out all the bugs So I apologize that you never heard from us." Was from when your appointment was missed not any complaints that have been made I'm sure that we can verify that as well Again we do have records from the answering service and your number has not come through since before the appointment We do not guarantee a chemical Again there are to many factors Since you have called so many respectable carpet cleaning companys I am sure they have also told you that they can not guarantee a chemical and removal of severe pet urine as well You are disputing again an amount that does not exist $is our charge for deodorizer not $ We did not offer to come out and clean your carpets and have not intentions of refunding any money to you We are more than prepared to fight your card dispute with phone records and your signature of satisfaction Thank you

I want to make a few things clear before I begin my response. The service you purchased was through Groupon for $not $and the name of our company is Eco Carpet Cleaning not Eco Friendly Service. Also we didn't charge your card Groupon did and you should take up any
inconsistencies in the pricing with them. We also do not have any recollection of any complaint about service from you including looking over phone records from the day of service through December. As far as the service of your sprinkler blowout it is not a repair it is a service. You have instructions of what needs to be done before we arriveYou are to turn the water off and drain the inside valve ( this valve is usually in a crawl space or in the basement). If these steps are not done the valve/pipes can freeze and repairs will be needed. All we simply do is hook up to your outside valve and blow out your zones. If you had a pipe bust in your crawl space it tells me that you never drained your inside valve located in your crawl space. If you had questions or concerns about how to do this we always have someone on hand that can walk you through it. We have been doing blowouts for over years and have never had a problem. We will not pay for repairs when we were not at fault. Clearly you did not follow instructions. We let you know of the instructions when you schedule and when we leave the reminder phone call the night before service. We performed the service completely and properly

I would give Groupon a call I am not aware of them over charging any customers so I am sure they will need to get to the bottom of that. Again you gave your information and paid Groupon not us so there is nothing we can do to help with that. We are there to blow out your outside underground sprinkler lines. We have nothing to do with the pipes inside your home. If you do not drain them they can freeze which is what it sounds like happened. We tell you all the instructions up front and you even admitted that we made them clear to you. I am sorry but our part of the process does not involve us going inside the home to your crawl space. I know that you are upset and the repair cost is never fun but we are not responsible for your damage. There are a lot of things that could have contributed to the pipes bursting. It could have been frozen or it could be old. I'm not a plumber but they would be best to tell you. I would recommend in the future that you contact a company that will come in and drain your valve for you. They will be more expensive but that way you know that it was done correctly. Our customers are aware of what they need to do and have been with us for years so we have never had a problem. Again if you are uncertain of a process you can always contact the company you are working with and ask for help

Initial Business Response /* (1000, 6, 2015/12/09) */
Mr*** was scheduled for lawn services and a sprinkler blowout that was purchased through ***Mr*** contacted us on October 27th to schedule for serviceHe was scheduled for the 11th of November as that was the first we had
availableUnfortunately we had some bad weather that prevented us from being able to provide serviceAll of our customers had to be rescheduledNot just him but several other customers that were scheduled before himWe tried to get to everyone as quickly as possible but another storm came and and again we were unable to workFollowing this was a period of time with weather that was to cold and had started freezing some of the pipes that are on the side of the houseThis is not permanent but we can not do a blowout in these conditions and have to wait for the weather to warm upAll of our customers including Mr*** were given notice of this and told that they were welcome to use the lawn portion of the deal in the Spring but we were not sure if we were going to be able to complete the blowoutThey could either split the service over the year or have the entire thing done the following fallWe have spoken to Mr*** by phone and by email, I do apologize if not every one of his calls were returnedWe always stop doing sprinkler blowouts the middle of November simply because of the weatherThat is why most of our customers call us the beginning of OctoberWe dont feel that a refund is due simply because we can not control the weatherWe have made arrangements with our customers that were not able to get there services done due to that and this is still open for Mr***
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am sure the company did not intend to make a mistake, and I am sure they as a general rule got in touch with all of the customers for whom they had to cancel, they did not in my caseWith phone records I can absolutely prove that they made no attempt to contact me to inform me that they would not be performing a blowoutBelow is the chronological list of events
Oct 2015: *** Purchased
Oct 2015: Eco contacted for an appointmentScheduled for November 11th
November 11th: Eco neither showed up nor contacted meI called and left a message that afternoon
November 12th: I contacted EcoTold that due to snow the service was postponedAssured that blowouts were being rescheduled and I would be contacted with a new date for service
November 23rd: I called and left a message requesting information as to when my appointment had been rescheduled
December 7: I called and requested to speak with someone regarding thisSpoke with a woman who told me that the person who I should be speaking with was "in the field." Never got a call back
To sum up: I never was told that blowouts were cancelled for the yearI was never given an opportunity to reschedule after December 11th
I paid for a serviceA blowout of my sprinkler systemIt has not been snowing every day since the 11th of DecemberThere were days that were available to make this right
Since the service I requested and paid for, a blowout, was never rendered, I want a refundThis is businessi paid for a service, the service was never rendered although I gave ample opportunities for it
If any further proof of Eco's failure to contact me, as they claim to have done, is needed, I will happily supply
Final Business Response /* (4000, 10, 2015/12/14) */
We have stated what we have conveyed to Mr*** as well as our other customersI have not received paymentI can not refund anything*** does not pay us until after the service has been receivedWe dont control the weatherWhen you wait this late for a service to be done this sometimes happensAgain Mr*** has the option to use his services either split up between Spring and Fall or all in the Fall season

Initial Business Response /* (1000, 8, 2015/06/05) */
We have been doing aeration for a very long time the same exact way every Spring and FallWe provide lawn aeration for a very competitive rate to our customers for a professional serviceIn order to do this we ask the same of each customer
Have your payment under your front door mat on the day of serviceThis is told to each customer when they scheduleIt is again told to the customer when we give them a reminder phone call the night before there appointmentWe do this in order to cut down on paper/printing costsThis keeps our rates low and the same year after yearAt no time did Mrs*** object to thisShe was given a reminder phone call the night before her appointmentThere was no change to her scheduled day or timeWe came out and provided service even though she had not fufilled her end of things by leaving paymentA note was left letting her know that the office would give her a call with our addres to mail paymentMrs*** was given a call and from the beginning refused to send payment until she received a invoiceOur receptionist explained that she was to leave payment the day of service and that we do not invoice or bill after the factShe told our receptionist that she would not pay until she received a bill*** then got on the phone and tried explaining all that has been said above and that once we received payment we could email a receiptMrs*** hung up on herA few weeks later *** again called Mrs*** to give her the address to send payment and was met with the same excuses for not paying for a service that has already been completed and we were once again hung up onMrs*** is simply looking to not pay for serviceShe was told of how we accept payment and agreed by scheduling and allowing serviceFirst she says the reason she didnt pay was because we showed up on the wrong dayNow she says that it is because she needs a billShe was offered a receipt once payment war receivedShe now just wants to get out of payingWe expect payment for a servive that was completedOnce received a receipt can be emailed to Mrs***As far as being rude all we have done is tried to collect payment for a service that was completed and have been hung up on twiceWe are a small business that prides ourselves on offering service that are affordable for everyonePeople like this our what hurts a small business by not paying
Initial Consumer Rebuttal /* (3000, 10, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response, I would not try to get out of any services rendered to meAccusing a customer of trying to get out of payment show the type of customer service that this company providesI have simply asked in each phone call with *** is either provide a texted invoice or emailed invoiceThe reason for the disconnection of the phone call is as a customer I do not and will not sit on the phone and take abuse for a company that DID show up a day before schedule servicesWhen the service man called stating he was at my house, I told him he was a day early, he then had to call and get permission to still preform the serviceIt's was funny to me cause mins later another one of there customer service rep called to verify service for Saturday and I stated he was already at my houseI have never use thnever received ANY correspondence from this companyI feel they are very unprofessional and use bully tactics to get what they wantOnce again, a texted or email invoice will be needed before any service payment is received
Final Consumer Response /* (4200, 14, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an incompetent company and I will no longer accept their bullying tacticsIf they feel my request is to hard to comply to, then they can do as they pleaseBut until my request is made they will not receive payment from meI am willing and well able to pay my debt once my request is met
Final Business Response /* (4000, 16, 2015/06/11) */
We are not the only company that practices this wayThere are hundreds of companys that do not send invoicesWe are not building a home here or laying sod or performing a service with materials or adding sales taxThere is no reason for an invoiceYou accepted our terms several timesThe only incompetance and bullying is from youYou asked for a service and recieved itNow wont payI have no problem taking this all the wayAgain we are doneThere will be no more response from our end through the Revdex.com

We did show up on the scheduled day and time for this appointment.  Customer was to leave a key under the mat for us to enter and to lock up.  Technician did not find a key and tried to call customer.  Customer called later in the afternoon and left a message ( which we still have...

) to tell us that she forgot and turned the key in on her walkthrough.  The customer also sent us a nasty email which we responded politely to.  We did offer that even though we were not in the wrong we were willing to come back asap to help her and we were even willing to work with her landlord.  We did not receive any notice from her just another threatening email from the customer telling us that because of us she was being charged for damage by her landlord and that she wanted a refund.  We sent another email explaining that damage was not our fault nor our responsibility and that we were STILL willing to work with the landlord to clean the property.  We scheduled with the landlord and as of today the service was completed.  What happens now between the landlord and this customer is not in our control and has nothing to do with us.  The landlord did tell us that the customer never turned in her keys so apparently she just forgot to leave them for us on the cleaning day.  The customer has sent an email stating that she was sorry for her statements and that she is retracting her complaint which as of now has not happened.  I have included those emails below with the obvious information taken out.  "I apologize for my message. I received contradictory information from my landlord,roommate that was present during the walk through, and you; as a result I was underan impression that was not the case at hand. Thank you for keeping the appointment. " ">> If you are going to clean, please do so. I was under the impression that I>> was getting neither services nor a refund. I will contact the Revdex.com and>> amend my claim.">> >> Sent from my [redacted]

We are working with a new answering service and working out all the bugs.  So I apologize that you never heard from us.  Communication is key.  We understand that you have complaints about some spots that are there and the enzyme treatment.  We do not guarantee stain...

removal.  Its impossible to and nobody does it.  A stain is just that a stain.  Most likely permanent.  Now if you did not notice the stain until after almost 8 hours it leads me to believe that these stains are in the padding.  We are able to clean the surface but since it has seeped into the carpet padding it just bleeds back up through during the drying process.  As for a stain turning a different color that would most likely come from something that was put down by you to remove the stain.  If our products can turn your carpet a different color it would have been all of the carpet and not just a particular spot.  The technician also upon speaking with you was told that it had been many years since your carpets had been cleaned.  So there is no telling how long the stains were there and how much time they have had to set in.  Which brings me to your next complaint with the enzyme treatment.  The technician did apply the enzyme treatment to all of the carpet.  If there is still a pet odor in the home it may be because the urine is trapped in the padding.  Pets are territorial and tend to use the bathroom or spray in the same areas repeatedly.  This can lead to the urine being trapped under the carpet and in the padding.  After years of not being treated the bacteria continues to grow and sometimes the only thing to do is to remove the affected padding and replace it.  We have used this same enzyme treatment for years with out a problem.  I do not believe that the problem lies with the treatment.  When a situation comes up where a customer is unhappy even if we don't feel we are at fault we can come back to address issues.  The issues may not change but we have no problem giving it a shot.  However we do not guarantee any type of stain removal or the affect the enzyme treatment has!  There are to many factors we are dealing with to do so.  I also do not believe the tech said so either.  He has been with us for almost 5 years and has been cleaning carpets for a very long time.  You also state that not enough time or attention was spent on the stains or carpet in general.  I disagree.  If the carpets were not cleaned properly and the tech would have just quickly went over them they would not have taken 8 hours to dry.  Our tech is confident that he did the best that could be done for your service.  We are also dealing with the fact that it has been awhile since you have cleaned the carpets.  Having pet issues is not something that you want to wait to deal with every few years.  Carpet should be cleaned every 6 months when you have high traffic or pets.  You did in fact receive all services that you paid for.  We expect to be paid for these services.  Now normally we would have just responded to the complaint and followed up with a call to come back out.  But you are challenging payment and that will have to be dealt with first.   We will be more than happy to contact you after that has been resolved. Thank you.

Eco needs to get their facts, I drained the pipes as directed per the gal on the phone I spoke to. The 99.00 bs 199.00 I was charged is something I can take up with Groupon. The fact of the matter is the service Iaid for was never done OR Poorly done. I paid for a fertilization, there were no plugs in my lawn, I paid for fertilization, there was no seed in my lawn, I paid for sprinkler blow out, I released the valve on the exterior of the house, along with the bleeder valves in the basement per there consultant before the work was done. I guess I should have read there reviews before I purchased the groupon, at this point that is neither here or there. All I want is this outfit to make it right.

Initial Business Response /* (1000, 5, 2015/07/23) */
It clearly is stated on the [redacted] deal purchased how we charge. It is literally spelled out. "Valid for homes up to 2500 sq feet; [redacted] per 500 sq feet fee applies for additional sq feet." No where does it say that we are measuring...

carpet! Most companys charge by sq feet of carpet at [redacted] cents a sq foot or more. Some charge by how many rooms you have and how big they are. They also charge extra for stairs, closets, hallways, prespray, and any and all spots. There are a lot of add on charges and bait and switch with these type of companys that happen once they arrive at your home. We avoid that by having a set price with everything included. But for homes that have a longer hose run, and larger rooms that will take longer for our techs we do have an additional charge. Even with the additional sq feet charge our customers save hundreds of dollars compared to other companys. At 5000 sq feet we were only charging Mrs. [redacted] an additional [redacted] when it should have been [redacted] We are not sucking anyone in. As stated above we are very clear in our advertising as well as on the phone when a customer schedules. I can only assume that the reason Mrs. [redacted] came to us because she is used to paying a lot for carpet cleaning with such a large home and found our deal which is considerably less than what she is used to otherwise I dont know why she would be looking for a new carpet cleaner. Our receptionist was not rude, mean, or caustic in any way. She simply tried explaining how and why we do what we do 4 times. When Mrs. [redacted] became irate and insulting she was told there would be no further arguing. That was it. We will not be calling Mrs. [redacted] to schedule any appointments. She has the choice to call and schedule with the additional sq feet charge or she can call [redacted] and try and make arrangements with them for a credit or refund.

"We are working with a new answering service and working out all the bugs.  So I apologize that you never heard from us."  Was from when your appointment was missed not any complaints that have been made.  I'm sure that we can verify that as well.  Again we do have records from the answering service and your number has not come through since before the appointment.  We do not guarantee a chemical.  Again there are to many factors.  Since you have called so many respectable carpet cleaning companys I am sure they have also told you that they can not guarantee a chemical and removal of severe pet urine as well.  You are disputing again an amount that does not exist.  $79 is our charge for deodorizer not $105.  We did not offer to come out and clean your carpets and have not intentions of refunding any money to you.  We are more than prepared to fight your card dispute with phone records and your signature of satisfaction.  Thank you.

Complaint: [redacted]
I am rejecting this response because:Eco Carpet Cleaning has now resorted to flat out lies.  Phone calls are very easily proved.  My phone provider has records of our calls to Eco Carpet Cleaning.  Additionally, Eco Carpet Cleaning already acknowledged that they did not return my calls and admitted fault: "We are working with a new answering service and working out all the bugs.  So I apologize that you never heard from us." That is a direct quote from their first response to my complaint.  Clearly, they are trying to avoid the actual issue that the technician guaranteed the enzyme treatment to my face with my wife on the phone, and they did not properly clean my carpets.  For example, if I can go back over a single stain with my upright personal [redacted] cleaner, and do a better job of removing that stain than a professional truck-mounted cleaning system, then clearly there is something wrong with their service.  Additionally, I had 8 areas that were to be cleaned, and the total time Eco Carpet Cleaning spent on site (including set up and packing up time) was less than two hours.  I have checked with other well-respected carpet cleaning services, and they have all noted that the total time of cleaning should have been at least 120 to 160 minutes.  That does not include the set up and take down time.I must be clear, I am not disputing the entire amount of the cleaning.  I am only disputing the additional amount that was added at the time of service, which was $105 (which is in current dispute with my credit card company).  Repeat - I am not disputing the amount that has already been paid to [redacted].Because of their poor handling of this situation, we are changing our request for resolution... we do not want them to come back and re-clean.  This issue will be resolved to our satisfaction when Eco Carpet Cleaning refunds the $105 that was the additional charge at the time of service.  The amount paid to [redacted] is not being disputed. 
Sincerely,
[redacted]