ENC Enterprises Incorporated

Review: Company came to clean rugs. Three small spots were treated after technician was asked to leave them alone but he insisted he could clean them. Two days after service all three areas are lifting and stretched. Customer service rep came to house and claims caused by bad carpet installation even though damage is only on the three areas all less than 4 inch squares and the entire room is 25 x 15 feet.I asked why the rest of room wasn't damaged and his reply was that we signed off of liability by signing contract. Rugs are less than 2 years old. No damage prior to cleaning.Desired Settlement: Simply fix the damage, if not reimburse payment. At this point, carpets are ruined and will not last due to affected areas being in high traffic areas of the room.

Business

Response:

Dear **. [redacted]

This letter is a reply to your letter sent to our company regarding the cleaning we did for [redacted]. [redacted] at the following property ( [redacted] ). I can assume **. [redacted] is someone she knows or lives at the property . We cleaned at the home on 8/22/2013 we cleaned 3 bed rooms Living room and Dining room on this day. After the cleaning the customer called concerned about spots that seemed to be loose in the Living room area . I myself set up a day and time to personally go out and inspect the area . Upon looking at the spots and other areas of the rug I noticed there are other area's of the rug that are loose and need to be restretched . The area of the spots the customer is concerned with which are in there main traffic area may have been more loose then the other areas and that could be the reason behind the bubbles on the carpet. I also believe that the bubbles will and can be removed if and when the carpet is restretched in the future . Our invoice which the customer **. [redacted] signed clearly states any and all carpets are cleaned at customer's risk . I will attach our invoice with her signature for your records . If I feel this was something cause directly from our cleaning process I have no problem fixing the carpet but we feel it was due to the carpet being loose or incorrectly installed . And we are not responsible for any prior problems with the carpet.

Thank you for your time

Review: This local franchise of Stanley Steamer handles our area. I contacted them to have them clean the grout in two bathrooms, and clean the carpet in a bedroom, dining room and living room. I was not happy with the job that was done. Their equipment would not fit between the toilet, the wall, and a cabinet, so they failed to clean this area at all. And the shadowing around the wall on the carpet was not removed. I contacted the company and within 24 hours, I did receive a return call. They returned today to address the issues, but their extreme carelessness has created other problems. They dragged a muddy hose through the house, up the stairs and down the hall, leaving dirt and mud on the carpeting. And while they did clean the carpeting, the dirt was left on our hardwood floors in the foyer, hall and kitchen. They were so careless when they tried to clean the edge of the carpetting, that they damaged the paint on the baseboard by spraying it and the wall paper with the steam solution and then banging the baseboard with their equipment. The baseboard will now have to be painted.Desired Settlement: A credit was offered for the inconvenience prior to having the second visit today, which I initially accepted, with the intention of using to have them clean the grout in the master bath, every six months. However, after the carelessness of the workers today, I would like to have a full refund of $332 to cover the cleaning of the hardwood floors and painting of the baseboards.

Business

Response:

{Please see attachment.}

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: While it is true that a full adjustement was made, I find the response insulting and unprofessional. A formal apology would be appropriate. At no time did any representative from Stanley Steemer apologize to me for the inconvenience that they caused when it was necessary to have the neglected areas cleaned with a second visit, or for the damage that has been done to the baseboards because of the actions of their technician during that second visit.

[redacted] owes me a written apology for the inconvenience caused me and for his comment that I had intended to get my carpeting and grout cleaned for free.

Regards,