Fast and Green Carpet Clean

We understand how frustrating removing urine odor/stain from carpeting can be for any consumerFast and Green Demonstrated that we are more then happy to come back a 2nd time, even at no charge which we did to try to help the consumer We wish they would have called us for a 3rd trip to dry the carpet, which we would have done without complaint.The last response from the customer indicates they plan to hire another company to come out to rinse the crunchy residue / and or replace padding to get the issue fully resolved.Because the customer is not satisfied, we would like to offer a full refund of the pet treatment if the customer is willing to allow that to settle the matter and move forward The refund amount would pay a good amount of their next cleaning or pad replacement as they move through the process of solving the problem HOW WE GOT HERE:We would not have extracted without doing a clean steam rinse of the fibers after extraction Not knowing the results of what they would do by extracting only without clean rinsing, the customer successfully dried the carpet, but left residue on the fiber which now needs to be cleaned and rinsed off

RESPONSE to Revdex.com.We always try to find ways to make everyone whole in the event something weird comes up. We came out a second time at NO CHARGE and WITHOUT COMPLAINT to attempt to help them solve their urine odor issueIndustry protocol is to cut out the damaged pad or
even carpet if odor treatment is ineffective. They now need to cut out the padding and sanitize the subfloor before they can correct their issue from the urine damage. Cutting out damaged carpet and patching is also industry norm and they may need to do that as well. The Chaundry’s have attached our initial response to the issue. We do not have anything new to add and don’t wish to repeat it all here againI’ve attached a screenshot from our website’s www.FastAndGreen.net Pet Urine treatment page.One thing of note is the Chaundry’s seem focused on stopping short of procedure to address human/pet urine treatment:1) The carpet was damaged by human urine before we arrived. If the customer has to replace damaged pad or even cut out a square of carpet and patch it, this is their own expense for damage to carpet caused by urine from a child, not Fast And Green, LLC. Because our attempt to deodorize didn’t work, doesn’t mean we are responsible to replace the carpet that was damaged before we arrived2) The customer acted against our instructions and used their own machine to prematurely remove our enzyme instead of letting it slowly dry per our instructions. The urine treatment is not a soap or cleaning agent as they keep insisting, its water with microscopic enzymes and bacteria to eat the proteins in the urine Also: The claim that urine treatment was fraud because we claim we are fast drying is a bit weird, since they also had us clean carpet with our low moisture system and that dried in a few hours. The only area that was soaking wet is the areas we injected the enzyme soaking the padding and we explained in person that urine is a different process of treatment - very wet, and needs to be wet for hours minimum. We don’t claim on our website that urine treatment dries in hours. Just our carpet cleaning does. this wasn't done while they were not home. we had discussions and spoke together in the house about this and how long it will take to dry. The customer understood the risk it may not work, and understood the proceedure and authorized us to saturate the area was not our LOW moisture system we used on their carpet that wasn't urine damaged.3) By attempting to extract the very stuff we applied to kill the urine, they not only sucked up whatever is under the carpet and in the padding into the carpet fibers, but they removed the enzymes that needed to stay there to slowly eat the urine. There was NO NEED to extract the enzyme and we advised a wet towel to keep it there for a minimum of hoursand once the towel is off it needs to dry naturally over a day or so without fans, without being extracted. They wanted it to dry faster then its supposed to and by accelerating the dry time, removing the enzyme they stopped the deodorizing fluid from doing its job prematurely.4) The customer chose to do their own cleaning - Which nullifies what we did. They not only extracted the solution we injected to work on the urine, but also pulled up construction dirt and other dirt and residue from under the carpet into the fiber. They did this without a CLEAN RINSE AFTERWARDS as they thoroughly described in their complaint email. Leaving residue and crunchy feeling to the carpet 5) Their primary complaint is that the urine & our solution odor is still there. and the carpet is crunchy feeling. We informed them that they need to move to cutting out the pad and then cleaning the carpet again. once that is done the crunchiness they caused should rinse out.6) When the customer took their own machine and started to extract the solution and sludge from the bottom of the carpet - They modified what we did and created a unique situation at their risk. 7) Lastly - protocol and any carpet cleaner will tell you that treating urine is a gamble. the carpet cleaner doesn’t damage the carpet. the carpet is damaged before we arrive by the urine. We are the good guys. we attempt to solve their problem for under $100. its a good deal and reasonable risk because it will be several hundred dollars to pull up the carpet and cut out the affected pad and re clean which is step II. Why this customer is stopping short of step II and continuing to solve their problem is beyond us other then they are looking for others to fund the cost of correcting their problem. We in good faith came out and treated the carpet the 1st time. We RETURNED GLADLY WITHOUT COMPLAINT and spent a 2nd time treating the urine area at NO COST to them. Each time we expressed that sometimes you have to cut out the padding to solve the problem because the urine is often in the subfloor under the pad and you have to sanitize the wood floor as wellWhen this customer eventually follows protocol and hires a carpet layer to pull the carpet back and replace the urine soaked padding. their problems will be over and they can move forward. No assessment of ‘damage’ can be made at this point. All they’ve done is hired us to inject bacteria and enzymes into the padding - (phase i) It didn’t work as we all hoped on the cheap. so now they need to spend a bit more and cut the padding out (phase II). and then clean their carpet after reinstalling itQUESTION: why won’t the customer proceed to cut carpet out and re-clean carpet? per industry protocol to deal with stubborn urine soaked into the pad and subfloor?COMPARISON: Customers child writes with permanent marker on a wall. Customer hires a Maid to clean wall. Marker spot is still slightly visible and wall smells slightly like pine sol now…. Customer takes their own solution - makes wall worse and writes Revdex.com complaint against maid that the wall is now worse. The customer should take ownership and say… “our child damaged the wall” Therefore lets hire a painter and repaint the wall and not blame the maid, we should blame the child/ourselves and just handle this professionally. If the maid can’t get the marker off the wall, and the customer only made it worse and the marker is still on the wall. Why stop short of painting the wall and threaten the maid and write complaints to the Revdex.com ? Any reasonable person would say… hey lets repaint the wall. And with the chaundrys its time to replace the urine soaked padding.I would think a reasonable customer in this situation should say… hey a child really damaged the carpet with urine. a cheap $attempt with Fast And Green, didn’t work. So now we have to pull up the carpet and replace the damaged padding as our next step in fixing this issue.We encourage them to continue on their journey of fixing the problem, we did our part (phase I) to help. we wish they followed our instructions but they took it on themselves to try and suck out the enzymes that were put their to help them and while doing that they didn’t do a clean rinse of the fibers so a crunchy residue was left - Thats all OK - the crunch residue will come out once they re clean it after replacing padding (phase II). But doing that isn’t our responsibility to cover costs - this is very strange they feel they wish to stop now and complain instead of moving forward with the next step.We’ve done all we can do for them, we don’t offer a padding replacement serviceWE also sent them a link to a company that could help them further and offers padding replacement and patching services. At this point the customer repeats the same erroneous information that I’ve rebutted. So there’s nothing else we can offer the customer except our advise and suggest they replace the padding.-End of response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that their continued refusal to accept any responsibility for the property damage they caused does not resolve my complaint.  
Fast and Green's original and subsequent response continue to demonstrate either a misunderstanding of our complaint and/or a complete refusal to accept that their service caused damage to our carpet above and beyond what we originally hired them to address.  First of all we accept that there was not a 100% guarantee that their service would remove the urine odor from our carpet and padding- if that was the sole basis of our complaint we would have simply requested a refund for the stain treatment itself (i.e. contrary to what they state, we do not blame them for the urine stain/odor itself). Secondly, they continue to misrepresent the information that their staff provided us both in terms of the service they were providing and alternatives to remove the urine odor.  
Our primary complaint is that the amount of enzyme solution that they applied was excessive and would not have dried on its own within a reasonable period of time (i.e. a few days).  We would like to know what the recommended application rate is for the enzyme solution (e.g. ounces per square foot of carpet) and what their actual application rate was.  I suspect that they cannot provide this information, indicating that it is a distinct possibility that they applied too much.  This fact necessitated us having to extract the solution to enable us to utilize the room and avoid further damage by mold etc.  As stated before, now the carpet is hard and crusty and will require us to hire a professional steam cleaner to see if they can restore the carpet pile to its original condition.  We suspect this will be sufficient to remove the dried enzyme solution from the carpet and padding, but it will be a significant expense which should be covered by Fast and Green.  Their allegations that our extraction of the solution itself caused the damage are completely unfounded and is an obvious attempt to shift the blame for the damage that their second visit caused to our carpet.
We are seeking Revdex.com to help resolve this dispute in a timely and professional manner.
Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that their continued refusal to accept any responsibility for the property damage they caused does not resolve my complaint.  
Fast and Green's original and subsequent response continue to demonstrate either a misunderstanding of our complaint and/or a complete refusal to accept that their service caused damage to our carpet above and beyond what we originally hired them to address.  First of all we accept that there was not a 100% guarantee that their service would remove the urine odor from our carpet and padding- if that was the sole basis of our complaint we would have simply requested a refund for the stain treatment itself (i.e. contrary to what they state, we do not blame them for the urine stain/odor itself). Secondly, they continue to misrepresent the information that their staff provided us both in terms of the service they were providing and alternatives to remove the urine odor.  
Our primary complaint is that the amount of enzyme solution that they applied was excessive and would not have dried on its own within a reasonable period of time (i.e. a few days).  We would like to know what the recommended application rate is for the enzyme solution (e.g. ounces per square foot of carpet) and what their actual application rate was.  I suspect that they cannot provide this information, indicating that it is a distinct possibility that they applied too much.  This fact necessitated us having to extract the solution to enable us to utilize the room and avoid further damage by mold etc.  As stated before, now the carpet is hard and crusty and will require us to hire a professional steam cleaner to see if they can restore the carpet pile to its original condition.  We suspect this will be sufficient to remove the dried enzyme solution from the carpet and padding, but it will be a significant expense which should be covered by Fast and Green.  Their allegations that our extraction of the solution itself caused the damage are completely unfounded and is an obvious attempt to shift the blame for the damage that their second visit caused to our carpet.
We are seeking Revdex.com to help resolve this dispute in a timely and professional manner.

Regards,[redacted]

RESPONSE to Revdex.com.We always try to find ways to make everyone whole in the event something weird comes up.   We came out a second time at NO CHARGE and WITHOUT COMPLAINT to attempt to help them solve their urine odor issue. Industry protocol is to cut out the damaged pad or...

even carpet if odor treatment is ineffective.  They now need to cut out the padding and sanitize the subfloor before they can correct their issue from the urine damage.  Cutting out damaged carpet and patching is also industry norm and they may need to do that as well.  The Chaundry’s have attached our initial response to the issue.  We do not have anything new to add and don’t wish to repeat it all here again. I’ve attached a screenshot from our website’s www.FastAndGreen.net Pet Urine treatment page.One thing of note is the Chaundry’s seem focused on stopping short of normal procedure to address human/pet urine treatment:1)  The carpet was damaged by human urine before we arrived.  If the customer has to replace damaged pad or even cut out a square of carpet and patch it, this is their own expense for damage to carpet caused by urine from a child, not Fast And Green, LLC.  Because our attempt to deodorize didn’t work, doesn’t mean we are responsible to replace the carpet that was damaged before we arrived. 2)  The customer acted against our instructions and used their own machine to prematurely remove our enzyme instead of letting it slowly dry per our instructions.  The urine treatment is not a soap or cleaning agent as they keep insisting, its water with microscopic enzymes and bacteria to eat the proteins in the urine.  Also:  The claim that urine treatment was fraud because we claim we are fast drying is a bit weird, since they also had us clean carpet with our low moisture system and that dried in a few hours.  The only area that was soaking wet is the areas we injected the enzyme soaking the padding and we explained in person that urine is a different process of treatment - very wet, and needs to be wet for 24 hours minimum.  We don’t claim on our website that urine treatment dries in 2 hours.  Just our normal carpet cleaning does.  this wasn't done while they were not home.  we had discussions and spoke together in the house about this and how long it will take to dry.  The customer understood the risk it may not work, and understood the proceedure and authorized us to saturate the area was not our normal LOW moisture system we used on their carpet that wasn't urine damaged.3)  By attempting to extract the very stuff we applied to kill the urine, they not only sucked up whatever is under the carpet and in the padding into the carpet fibers, but they removed the enzymes that needed to stay there to slowly eat the urine.   There was NO NEED to extract the enzyme and we advised a wet towel to keep it there for a minimum of 24 hours. and once the towel is off it needs to dry naturally over a day or so without fans, without being extracted.   They wanted it to dry faster then its supposed to and by accelerating the dry time, removing the enzyme they stopped the deodorizing fluid from doing its job prematurely.4)  The customer chose to do their own cleaning - Which nullifies what we did.  They not only extracted the solution we injected to work on the urine, but also pulled up construction dirt and other dirt and residue from under the carpet into the fiber.  They did this without a CLEAN RINSE AFTERWARDS as they thoroughly described in their complaint email.  Leaving residue and crunchy feeling to the carpet.  5)  Their primary complaint is that the urine & our solution odor is still there.  and the carpet is crunchy feeling.  We informed them that they need to move to cutting out the pad and then cleaning the carpet again.  once that is done the crunchiness they caused should rinse out.6)  When the customer took their own machine and started to extract the solution and sludge from the bottom of the carpet - They modified what we did and created a unique situation at their risk.   7)  Lastly - normal protocol and any carpet cleaner will tell you that treating urine is a gamble.  the carpet cleaner doesn’t damage the carpet.  the carpet is damaged before we arrive by the urine.  We are the good guys.  we attempt to solve their problem for under $100.   its a good deal and reasonable risk because it will be several hundred dollars to pull up the carpet and cut out the affected pad and re clean which is step II.    Why this customer is stopping short of step II and continuing to solve their problem is beyond us other then they are looking for others to fund the cost of correcting their problem.   We in good faith came out and treated the carpet the 1st time.  We RETURNED GLADLY WITHOUT COMPLAINT  and spent a 2nd time treating the urine area at NO COST to them.  Each time we expressed that sometimes you have to cut out the padding to solve the problem because the urine is often in the subfloor under the pad and you have to sanitize the wood floor as well. When this customer eventually follows normal protocol and hires a carpet layer to pull the carpet back and replace the urine soaked padding.  their problems will be over and they can move forward.    No assessment of ‘damage’ can be made at this point.  All they’ve done is hired us to inject bacteria and enzymes into the padding - (phase i)  It didn’t work as we all hoped on the cheap.  so now they need to spend a bit more and cut the padding out (phase II).   and then clean their carpet after reinstalling it. QUESTION: why won’t the customer proceed to cut carpet out and re-clean carpet? per normal industry protocol to deal with stubborn urine soaked into the pad and subfloor?COMPARISON:  Customers child writes with permanent marker on a wall.  Customer hires a Maid to clean wall.  Marker spot is still slightly visible and wall smells slightly like pine sol now….   Customer takes their own solution - makes wall worse and writes Revdex.com complaint against maid that the wall is now worse.    The customer should take ownership and say… “our child damaged the wall” Therefore lets hire a painter and repaint the wall and not blame the maid, we should blame the child/ourselves and just handle this professionally.   If the maid can’t get the marker off the wall, and the customer only made it worse and the marker is still on the wall.  Why stop short of painting the wall and threaten the maid and write complaints to the Revdex.com ?  Any reasonable person would say… hey lets repaint the wall.  And with the chaundrys its time to replace the urine soaked padding.I would think a reasonable customer in this situation should say… hey a child really damaged the carpet with urine.  a cheap $78 attempt with Fast And Green, didn’t work.  So now we have to pull up the carpet and replace the damaged padding as our next step in fixing this issue.We encourage them to continue on their journey of fixing the problem, we did our part (phase I) to help.  we wish they followed our instructions but they took it on themselves to try and suck out the enzymes that were put their to help them and while doing that they didn’t do a clean rinse of the fibers so a crunchy residue was left - Thats all OK - the crunch residue will come out once they re clean it after replacing padding (phase II).   But doing that isn’t our responsibility to cover costs - this is very strange they feel they wish to stop now and complain instead of moving forward with the next step.We’ve done all we can do for them, we don’t offer a padding replacement service. WE also sent them a link to a company that could help them further and offers padding replacement and patching services.    At this point the customer repeats the same erroneous information that I’ve rebutted.  So there’s nothing else we can offer the customer except our advise and suggest they replace the padding.-End of response.

We understand how frustrating removing urine odor/stain from carpeting can be for any consumer. Fast and Green Demonstrated that we are more then happy to come back a 2nd time, even at no charge which we did to try to help the consumer.   We wish they would have called us for a 3rd trip to dry the carpet, which we would have done without complaint.The last response from the customer indicates they plan to hire another company to come out to rinse the crunchy residue / and or replace padding to get the issue fully resolved.Because the customer is not satisfied, we would like to offer a full refund of the pet treatment if the customer is willing to allow that to settle the matter and move forward.  The refund amount would pay a good amount of their next cleaning or pad replacement as they move through the process of solving the problem.   HOW WE GOT HERE:We would not have extracted without doing a clean steam rinse of the fibers after extraction.  Not knowing the results of what they would do by extracting only without clean rinsing, the customer successfully dried the carpet, but left residue on the fiber which now needs to be cleaned and rinsed off.