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Evergreen Carpet Care

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Evergreen Carpet Care Reviews (1)

Evergreen Carpet was contacted late in the day for a water damage issue in mater bath and bedroom. They would not invoice my company but wanted a credit card up front. I provided my personal credit card. I was told it would be $1200 up front and I would receive documentation later. It has been over 30 days and I have yet to receive any receipt of any kind. Manager is always away from his desk or in a meeting when I call.The work provided was sub-standard and not completed. Technician only pulled back carpet in the bedroom and set up fans. He did not keep his appointment to replace the carpet and had to be called again to reschedule. He did not stretch the carpet or clean all that was promised up front. The transition strip was not replaced and the damaged baseboards were not replaced. Most importantly the water damage in the bathroom was never even addressed. I had to bring in another vendor to replace the entire flooring and sub-floor in the bathroom for addition cost.Desired SettlementI believe I was extremely overcharged for this work and I would like at least 50% of pre-paid amount returned to me.Business Response The work conducted for this customer was an Emergency Water Damage/Dryout. For this type of work, we are typically responsible to submit billing directly to a homeowner's insurance company for payment. In the rare occasion (such as this) when our customer prefers to settle the work personally we offer a discount on what the normal insurance billing costs would be. In this case, for the scope of work that was performed (and completed) by ECC, the [redacted] (insurance) billing totaled $1,685.82. Our customer was charged only $1,273.00 (a savings of $412.82). Our customer now has BOTH of these invoices. Regarding the additional work performed by another contractor, this work was outside the scope of our emergency "dryout" and was never included as part of our 1st responder billing. The floor replacement our customer mentions was always going to be another contractor's work; it is not something we "missed", nor charged for and did not perform. Much of the issue here can be attributed to a communication breakdown. However, contrary to our customer's statement that management was unavailable, a return phone call and voice message was left consistently with every attempt she made. All this being said, we recognize that we came up short on delivering the customer service we pride ourselves on, and that our clients have come to expect from our company. We would like to extend a refund for an additional 10% ($127.30) as a show of good faith, and in hopes that we can do business again with this customer in the future.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)After a long conversation with my client, the owner of the property, she feels that 25% refund would be more appropriate and a better compromise. The fact remains that what this company charges an insurance company has no bearing upon what it charges the general public. They put themselves forth as the professionals and as such should have known that the bathroom floor also had to be addressed instead of ignoring it.Final Business Response In the interest of customer service and the desire to work with the customer again in the future, we will agree to a refund in the amount of $318.25 (25%). We stand behind the pricing of this emergency water damage work performed by our company however, we accept the responsibility of a breakdown in communication that occurred on this particular job. We apologize for the frustration this has caused our customer.

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Description: Carpet & Rug Cleaners, Upholstery & Carpet Cleaning, Upholstery and Rug Cleaning, Tile & Grout Cleaning, Water Mitigation, Air Duct Cleaning

Address: Nevada City, California, United States, 95959


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