Extreme Carpet Cleaning and Restoration

Review: When this company arrived for the service I was quoted a price around $100 more than the original quote. I was obviously hesitant, but the technician assured me that the extra cost was for an incredible pet enzyme that would continue to work for days after the cleaning. I knew that some stains were permanent, but was assured that most could be removed. The technician, who I later found out was the owner, was incredibly persistant even after I said that I would wait for another quote from another company. Reluctantly, I proceeded and after the service put fans on the soaked carpets, and waited for them to dry completely before walking on them. Two full days later, we inspected them and many stains were still visible. I asked for a second opinion on the cleanliness and was told that the carpets should not still have all the stains. My husband contacted the company and they said they would come out to inspect these stains. The receptionist called, but I missed the initial contact. I decided to call them a day later and was dealt with in a very aggressive and argumentative manner. I felt this was absolutely uncalled for and unprofessional. Two days later, the technician/owner came out and argued with me about the result of the job telling me the stains could not be removed, and he would only spot treat a few stains. He then insulted me saying that the rest of the carpets were just too bad to fix. I feel that when your name is Extreme Carpet Cleaning and Restoration, you are selling a product that is above any typical cleaning. Before leaving, my husband was aggressively given papers and told to sign here. Feeling intimidated, we signed and he left abruptly. The spot treatment actually left my carpets worse and the cleaner that was applied is visible. After yet several more calls, we were told that we could not contact the Revdex.com and would be offered 10% cash back. My carpets remain stained with their product and not "restored" as they advertise.Desired Settlement: I would like a full refund so that I may have another company come to my house and thoroughly clean my carpets again. As of right now, I believe that I would have to cut out the spots and replace my carpet entirely which is much more costly than a refund.

Business

Response:

Several days before 7/3/13, Mr. [redacted] called to request an appointment. You can see from the

enclosed Work Order Contract 3883 that his estimate was for 1 room plus stairs. It was determined that

the room would need enzyme. He was quoted $150 over the phone (an estimate). When our technician

arrived, another bedroom was added, as well as a closet, hall, and rug. Doubling the scope of the job,

as well as the fact of the carpet’s condition (hadn’t been cleaned in 7 years according to the customer),

was the reason for the price increase.

We do a thorough walk-through with every customer BEFORE we begin a job. Every customer knows

and AGREES to the price before we begin cleaning. This customer agreed (see their signature on the

Work Order Contract) to pay $260 for the job detailed on the Contract before we started and had the

option of not having us clean for them.

Due to the severe nature of neglect of their carpet, they had a few re-occurring spots appear several

days after cleaning – which is to be expected in cases of abuse like these (pad soaked with dog urine).

Mr. [redacted] called us and asked if we could relcean those and we agreed. Never once did he say that

the carpets were wet for an extended period of time.

After trying to return to clean a few days prior (but received no response), we arrived and re-cleaned

the few spots that had re-appeared. In our opinion, it looked like someone with grease on the bottom

of their shoe had stepped in the entry of the master bedroom after we had cleaned and in the upstairs

the spots looked like new pee spots. Regardless, we re-cleaned. Upon completion of this cleaning, Mr.

[redacted] again signed our Work Order Contract (copy enclosed) that it was again done to his satisfaction.

He further agreed not to post any negative reviews or comments online or other public forum.

On 7/31 (apprx 10 days after we re-cleaned!), Mr. [redacted] called again to say that a spot had come back

in the entry to his master bedroom. He admitted that the rest of the carpet, including the stairs, looked

clean and that he had no issues with them. We told him that because the 3 quarter-sized spots in the 6”

x 6” area he was calling about had no pad underneath and was just laid over the wood sub-flooring, that

even if we came back to reclean this area, he would most likely continue to have this problem. He was

advised that it was our opinion that the pad, and probably the carpet, needed to be replaced. However,

we offered him a 10% refund. Since he only paid about .14 (fourteen cents) to have that area he was

concerned about cleaned, you can see we were being more than generous. He would have received 100

sq ft cleaned for free had he agreed to this compromise. Since he admitted that the rest of his carpet

looked good, we see no reason to refund them $260.

It is ridiculous to say that we told them they could not contact the Revdex.com like Mrs. [redacted] claims! Or that

her husband was “aggressively given papers” (how does one do that?). We didn’t leave abruptly, we

left when her husband said he was satisfied. This is the same lady had her fingers in her ears and said,

“lalalala- I can’t hear you” when we came to re-clean and simply asked her to show us what she wanted

us to do!

As far as the word “Restoration” in our company name – that refers to water and flood damage

restoration that we do.

We are carpet cleaners, not magicians. When you wait nearly a decade to clean your carpets and have

pets and kids, they will not look new again.

Again, we came back and re-cleaned at Mr. [redacted]’s 1

days later, they want another cleaning, and we offer to more than refund their money for the area in

question. We feel we have been more than fair in this situation. A lot could have happened in their

home in the 10 days they waited to call us a 2

Thank you for your help in this matter.

Sincerely,

Extreme Carpet Cleaning & Restoration

P.S. We will forward pictures of the job we did under separate cover.

1st request. He stated that he was satisfied. 2nd time. Makes us wonder