Eco Clean Carpet and Tile Care

Dear Kali, I have read your complaint and I'm sorry you feel this is the chain of events that happenedEco Clean ran a promotion for the month of February for free carpet cleaning to be given away every single day to families in needTo qualify you had to be nominatedWhile we were at your neighbors house we asked if she knew anyone that would benefit from a free cleaningShe said that your family was sick and thought maybe you could use some helpWe called right away and our conversation was extremely shortYou had said on the phone that you thought the phone call was suspicious and not honest and that you felt this was a marketing scamI didn't get to say muchI did ask that you contact us when you had a chance to see who we were and if you wanted to change your mind.It was on March 25th at 5:pm that you called and asked for your free carpet cleaningWe never received any text or any type of response from you before this dateI told you that it was a February give away promotion and that it is overYou immediately told me that we needed to honor the cleaning and demanded we come and clean your carpetI explained that we had given away your cleaning to another family in needYou texted back a few times saying things like "we would have paid" You also went online and gave reviews all across different sitesThis is when I made a call to the [redacted] police dept [redacted] was in charge and I have the case number and we explained what you were doingHe suggested that I report the case number to the online review sitesThose are being dealt with now Even though this was a result of a free give away for the month of February we are still very proud to have helped as many families as we didWe are sorry you didn't get a chance to meet a great company that truly cares about our local communityWe received many thank yous from over people including the woman's shelter in [redacted] We will accept your desired resolution and no further contact will be made as you are requesting

[redacted] came, listened, reviewed the spaces to be cleaned, and went to workThe outcome was...beautifully cleaned carpets! I am extremely pleased--this is the fourth time I've had ECO Clean provide this service for me, and with only one exception, I have been more than satisfied, and would recommend them to everyone

Dear Kali,I have read your complaint and I'm sorry you feel this is the chain of events that happenedEco Clean ran a promotion for the month of February for free carpet cleaning to be given away every single day to families in needTo qualify you had to be nominatedWhile we were at your neighbors house we asked if she knew anyone that would benefit from a free cleaningShe said that your family was sick and thought maybe you could use some helpWe called right away and our conversation was extremely shortYou had said on the phone that you thought the phone call was suspicious and not honest and that you felt this was a marketing scamI didn't get to say muchI did ask that you contact us when you had a chance to see who we were and if you wanted to change your mind.It was on March 25th at 5:pm that you called and asked for your free carpet cleaningWe never received any text or any type of response from you before this dateI told you that it was a February give away promotion and that it is overYou immediately told me that we needed to honor the cleaning and demanded we come and clean your carpetI explained that we had given away your cleaning to another family in need.You texted back a few times saying things like "we would have paid" You also went online and gave reviews all across different sitesThis is when I made a call to the [redacted] police dept [redacted] was in charge and I have the case number and we explained what you were doingHe suggested that I report the case number to the online review sitesThose are being dealt with nowEven though this was a result of a free give away for the month of February we are still very proud to have helped as many families as we didWe are sorry you didn't get a chance to meet a great company that truly cares about our local communityWe received many thank yous from over people including the woman's shelter in [redacted] We will accept your desired resolution and no further contact will be made as you are requesting

The refund for $was done on 10/25/via [redacted] registerPlease allow up to business days for this to reflect on your account.This refund was given to amintain customer satisfaction and was agreed upon with [redacted]

I am rejecting this response because: *** ***'s response is a fairy tale, a gross distortion of events, replete with boldface lies The ONLY aspect of his work of fiction that is true is that he contacted me first That was on 2/17/ I initially thought he was a telemarketer, but when he told me that my neighbor *** had nominated us for the free cleaning because of our struggle with my husband's cancer, I understood the situation That was information a telemarketer would not have I was not suspicious As I told ***, we were in Texas, driving my husband home after his being there for five months for cancer treatment He had a hole in his lung and could not fly *** told me to just call us when we were back and ready for the cleaning No deadline of any kind was mentioned I sent him the following text on March 8, which is still in my phone: "Hi this is *** *** I wanted to get back to you sooner but caring for my husband who has many complications, as well as a disabled child and my year old mother takes a lot of time, and then I got sick We appreciate your offer and would like the carpet cleaning Please call me to make arrangements." He ignored this message I texted him again on 3/24/16: "Are you still planning to clean carpet? Have not heard back from you *** and *** *** gave you our name." Shortly thereafter, *** had *** from his office call me, but she had no idea why, and said she couldn't help me, and asked me to call *** again I texted *** on 3/25/16: "*** said she can't help me I don't understand why you had her call me." *** responded on 2/25/16: " I don't know who this is? If this is about our February give away it ended in February and we replaced you with another person recommended You were not available and I did try." *** in fact did NOT try He never called me back in February to give me any indication that the cleaning had to be done that month I called him to discuss the situation, and he asked "Are you upset?" I said yes He then began yelling at me, telling me that I shouldn't be upset, that I should blame myself, that it was my fault for waiting too long He then said inane things indicating that my neighbor had insulted me (while recommending us for the free cleaning Sure.) I hung up I called ***, and she was appalled and stated that they would never use them again (Ironically, I was going to offer to pay, but *** was verbally abusive and didn't give me the chance.) I then texted *** at 4:p.m., "*** will never use you again By the way, we were going to offer to pay since we can easily do so Have a nice day." Within the hour, *** called me and said ominously, "Just be careful because we know where you live." My husband told me to call the *** police, which I did The officer offered to call *** to tell him to stop threatening my family He further recommended that we obtain a restraining order

A job well doneFelipe treated it as if it were his own home

I am rejecting this response because:a payment was made in the amount of $through *** and $via checkI have recieved no refund

We have been in contact with ***Though we did not feel a refund was the answer it was what the customer requested and demandedWe did ask if the refund would make her happy and solve the issue and she said yesThe refund was issued on 08-28-through square register, the service provider used
in the transactionI have contacted square and the refund has be issued. We were also left a voice message regarding the refund and a return call was given to ***She has spoke with us and the last conversation was 08-/31-at about 10:am.I have left another message for *** asking her to call meI am not sure what else to do but her refund amount keeps going upThis was not agreed on or asked for in the first place but seams to be asked for now. We are sorry for the services provided by us did not leave the customer with our highest expectationsThe cleaning concerns that were mentioned after the cleaning were permanent and would not come out, but felt giving the refund was a fair resolution because of the customers adamant request.Please feel free to contact me for any reason as it's my wish to have this resolved satisfactorily

Your refund is not for the *** purchased because we did the cleaningYes we will recognize that you are not happy and that is notedWe did do a great job for you and we used the same procedure at your house as we do in residential homesthere was nothing to switch or not give youThe chemicals were used to do the job correctly.You did reach out and ask for multiple discounts and then your money backEven though we felt there was no money to be refunded and it will not make the cleaning different we did acquiesce to refund you a portion of the amount paidThis amount was to reflect the chemicals that you are saying were not usedThis is not to refund the money for the entire job doneIt was simply for the chemicals that you are saying we did not use. We are honest and transparent and are trying to make our customer happyWe agreed to refunding you the chemical portion of what you upgraded tooThis refund was given and should have satisfied you from the conversation we hadLater come to fins out you have mentioned us everywhere you can possible find onlineI know this is your voice speaking of your horrible experience but the truth is there should be an avenue for businesses to list customers that take advantage of customer rightsWhen a business cares you it can have ad adverse effect. We still believe caring for our customers will never change and it's the back bone of who we areWe are fair and honest and hard working and out reviews and customer service shows itWe are very sorry that you experience was not that of what we hoped forFor this please accept our apologies

This is a response from Eco Clean regarding animal urine and the treatment that we provided
In every single situation animal urine is case by case and very serious under any circumstance to completely removeIt's almost 100% impossible with out restoration work done to the
carpet pad and that would include removing the carpet to access.
This is never someones first line of action unless they are sure the animal has been using the same spot multiple times in the same exact spotIn most cases using a specific product for urine odor is added to the pre-treatment and used in a general topical treatment before extraction with steamThis is the way to remove animal urine 90% of the time and very effectiveThis is the specific method used in the cleaning we are talking about.
After the carpets have been cleaned where there has been urine it is very common to have a strong urine smell occur for a few days after the cleaningThis is caused by the crystals in the urine being re-activated and strong smellingIf the apartment had a walk through within this period of time then it's possible the urine would still smell
I have looked at the notes from the carpet cleaning company that replaced the carpet and I have spoken to themOffice manager *** told me that they are not licensed in carpet repair or for the determining factor if it needs to be replaced or not under any soil circumstanceThis process requires a certified carpet inspector with a specific class of licenseThere was no such method carried out by this companyThey simply shined a black light on the carpet and saw urine spotsThis method of finding urine will almost always show urine even after it has been professionally cleanedThis would not be considered bad work by Eco Clean
To resolve this issue please contact the *** manager and ask why they didn't use a proper company to determine the condition of the carpet? I would also ask that you not be charged for the new carpet installation as the method for replacing it was not done correctly
We stand behind our work and always willIf there is something else I can be of help to please let me know
Thank you
*** *** owner

We have been in contact with ***Though we did not feel a refund was the answer it was what the customer requested and demandedWe did ask if the refund would make her happy and solve the issue and she said yesThe refund was issued on 08-28-through square register, the service provider
used in the transactionI have contacted square and the refund has be issued. We were also left a voice message regarding the refund and a return call was given to ***She has spoke with us and the last conversation was 08-/31-at about 10:amI have left another message for *** asking her to call meI am not sure what else to do but her refund amount keeps going upThis was not agreed on or asked for in the first place but seams to be asked for now.
We are sorry for the services provided by us did not leave the customer with our highest expectationsThe cleaning concerns that were mentioned after the cleaning were permanent and would not come out, but felt giving the refund was a fair resolution because of the customers adamant requestPlease feel free to contact me for any reason as it's my wish to have this resolved satisfactorily

[redacted] came, listened, reviewed the spaces to be cleaned, and went to work. The outcome was...beautifully cleaned carpets! I am extremely pleased--this is the fourth time I've had ECO Clean provide this service for me, and with only one exception, I have been more than satisfied, and would recommend them to everyone.

Dear Kali,
I have read your complaint and I'm sorry you feel this is the chain of events that happened. Eco Clean ran a promotion for the month of February for 1 free carpet cleaning to be given away every single day to families in need. To qualify you had to be nominated. While we were at...

your neighbors house we asked if she knew anyone that would benefit from a free cleaning. She said that your family was sick and thought maybe you could use some help. We called right away and our conversation was extremely short. You had said on the phone that you thought the phone call was suspicious and not honest and that you felt this was a marketing scam. I didn't get to say much. I did ask that you contact us when you had a chance to see who we were and if you wanted to change your mind.It was on March 25th at 5:15 pm that you called and asked for your free carpet cleaning. We never received any text or any type of response from you before this date. I told you that it was a February give away promotion and that it is over. You immediately told me that we needed to honor the cleaning and demanded we come and clean your carpet. I explained that we had given away your cleaning to another family in need.
You texted back a few times saying things like "we would have paid".  You also went online and gave 7 reviews all across different sites. This is when I made a call to the [redacted] police dept. [redacted] was in charge and I have the case number and we explained what you were doing. He suggested that I report the case number to the online review sites. Those are being dealt with now.
Even though this was a result of a free give away for the month of February we are still very proud to have helped as many families as we did. We are sorry you didn't get a chance to meet a great company that truly cares about our local community. We received many thank yous from over 30 people including the woman's shelter in [redacted]
We will accept your desired resolution and no further contact will be made as you are requesting.

Your refund is not for the [redacted] purchased because we did the cleaning. Yes we will recognize that you are not happy and that is noted. We did do a great job for you and we used the same procedure at your house as we do in residential homes. there was nothing to switch or not give you. The chemicals were used to do the job correctly.
You did reach out and ask for multiple discounts and then your money back. Even though we felt there was no money to be refunded and it will not make the cleaning different we did acquiesce to refund you a portion of the amount paid. This amount was to reflect the chemicals that you are saying were not used. This is not to refund the money for the entire job done. It was simply for the chemicals that you are saying we did not use. 
We are honest and transparent and are trying to make our customer happy. We agreed to refunding you the chemical portion of what you upgraded too. This refund was given and should have satisfied you from the conversation we had. Later come to fins out you have mentioned us everywhere you can possible find online. I know this is your voice speaking of your horrible experience but the truth is there should be an avenue for businesses to list customers that take advantage of customer rights. When a business cares you it can have ad adverse effect. 
We still believe caring for our customers will never change and it's the back bone of who we are. We are fair and honest and hard working and out reviews and customer service shows it. We are very sorry that you experience was not that of what we hoped for. For this please accept our apologies.

I am rejecting this response because:
Business says it issued a refund on 8/28/2016 of $84 via [redacted] to my credit card. I purchased the [redacted] on via [redacted] for the amount of $84 (see attached receipt) originally $105 but utilized a [redacted] discount.
I paid an additional $149 via check #682 for "Pet Oder Removal and Treatment".
I have not received any refund to my bank account, credit card, nor check issuance. The total paid as of 8/17/16 was $233. This is the amount I expect to be refunded to me promptly for:
1. The company's bait and switch tactics
2. Poor quality of service (carpet not completely cleaned, service took less than an hour)
3. False advertising (it seems that no "treatment" was placed on my carpet or this is quality of service issue)
4. The 2 plus weeks and the multiple avenues I have had to go down so that the company will acknowledge the issue and provide a refund.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Dear Kali,I have read your complaint and I'm sorry you feel this is the chain of events that happened. Eco Clean ran a promotion for the month of February for 1 free carpet cleaning to be given away every single day to families in need. To qualify you had to be nominated. While we were at your...

neighbors house we asked if she knew anyone that would benefit from a free cleaning. She said that your family was sick and thought maybe you could use some help. We called right away and our conversation was extremely short. You had said on the phone that you thought the phone call was suspicious and not honest and that you felt this was a marketing scam. I didn't get to say much. I did ask that you contact us when you had a chance to see who we were and if you wanted to change your mind.It was on March 25th at 5:15 pm that you called and asked for your free carpet cleaning. We never received any text or any type of response from you before this date. I told you that it was a February give away promotion and that it is over. You immediately told me that we needed to honor the cleaning and demanded we come and clean your carpet. I explained that we had given away your cleaning to another family in need.You texted back a few times saying things like "we would have paid".  You also went online and gave 7 reviews all across different sites. This is when I made a call to the [redacted] police dept. [redacted] was in charge and I have the case number and we explained what you were doing. He suggested that I report the case number to the online review sites. Those are being dealt with now. Even though this was a result of a free give away for the month of February we are still very proud to have helped as many families as we did. We are sorry you didn't get a chance to meet a great company that truly cares about our local community. We received many thank yous from over 30 people including the woman's shelter in [redacted]We will accept your desired resolution and no further contact will be made as you are requesting.

I am rejecting this response because:Business says it issued a refund on 8/28/2016 of $84 via [redacted] to my credit card. I purchased the [redacted] on via [redacted] for the amount of $84 (see attached receipt) originally $105 but utilized a [redacted] discount.I paid an additional $149 via check #682 for "Pet Oder Removal and Treatment".I have not received any refund to my bank account, credit card, nor check issuance. The total paid as of 8/17/16 was $233. This is the amount I expect to be refunded to me promptly for:1. The company's bait and switch tactics2. Poor quality of service (carpet not completely cleaned, service took less than an hour)3. False advertising (it seems that no "treatment" was placed on my carpet or this is quality of service issue)4. The 2 plus weeks and the multiple avenues I have had to go down so that the company will acknowledge the issue and provide a refund.

The refund for $300 was done on 10/25/2017 via [redacted] register. Please allow up to 3 business days for this to reflect on your account.This refund was given to amintain customer satisfaction and was agreed upon with [redacted]

Eco clean carpet clean did an outstanding job on my carpets