Four Seasons Rug, Carpet & Upholstery Cleaning, Inc.

Review: I helped my elderly mother hire Four Seasons to clean her carpets. We had to leave during the time it was being done. When we came home, the carpets were damp so we didn't really look around until the next morning. In the morning light, I looked at the 3 upholstered sofas in the house and noticed the back and arms and front all had a brown tinge. I was concerned and called the company when they opened. I told them that the carpet looked good but the sofas had dirt on them that was not there before. After going back and forth, they agreed to have D[redacted], the owner, come look at the couches. He said it may be the carpet cleaning solution overspray. He came in the afternoon and looked and took a cloth with some solution on it, wiped the couch where it was brown and said that it was dirty. He asked if I was trying to get him to clean our couches for free. I said no, but that dirt was on there that wasn't before. He got angry and left, not even looking at the other couches. I wanted to think the best about their company, but this seems like a setup to me.Desired Settlement: I don't want these people in the house again. I'm concerned that they did this on purpose so that I would hire them to clean the couches. These are white couches which will cost $80 each to clean or I can try to do it myself, but I don't have time. If they want to resolve this, they could refund $240 of my carpet cleaning bill so that I could hire a different company to clean the couches. But I'm really disappointed about this, especially of being accused of trying to cheat them.

Business

Response:

Letter addressed to:Revdex.com,Ref.: Mrs. W[redacted], address unknownedComplaint ID: 10720209To Whom It May Concern:We acknowledge receipt of a consumer complaint about a carpet cleaning service performed on July 14, 2015. Here is our reply.We have served Mrs. B[redacted] for many years doing her carpet cleaning. We never cleaned her sofas. Our guarantee is 60 days on returning spots on carpet cleaning. Mrs. H[redacted] complaint was about 3 sofas that we have never cleaned. The carpet cleaning was done on July 14, 2015. Mrs. H[redacted] called the morning after to let us know that the carpet was still damp, which is normal - it can take up to 24 hours to dry totally. However, during the same conversation, Mrs. H[redacted] told us she was happy with the carpet cleaning but the sofas were dirty and she mentioned that our staff had soiled the sofas. Mr. T[redacted] told Mrs. H[redacted] he will come and an appointment was made with our scheduling staff. Mr. D[redacted] went to Mrs. B[redacted] residence to look

at the areas of concern Mrs. H[redacted] had. Mr. T[redacted] is a master textile

cleaner, IICRC Certified with many designations. This is the highest level education and credibility in our industry. He

provided an inspection of the areas of concern. First thing was done

was to determine if there were any stains that could have been caused by our staff. Mr. T[redacted] did a soil test and observed that the sofa had not been cleaned for a long period of time, The level of soiling was deep into the fiber and on all surfaces. Mr. T[redacted] indicated

to Mrs. H[redacted] that the sofas were simply soiled. Mrs. H[redacted] pointed out again that we were responsible for the dirt on the sofa. Our observation was that the sofa did not have any spraying of produc and it was simply soiled and needed to be cleaned. We can assure Mrs. H[redacted] that we are not in the business of soiling sofas and that we have a great reputation. Also, we told Mrs. H[redacted] that we would be glad to clean her sofa but there would be a charge. Mrs. H[redacted] was unfortunately very disappointed and offended. We apologize if Mrs. H[redacted] felt we were accusing her of being dishonest, which we never meant. We have looked at the service history of Mrs. B[redacted], her mother who is our client. We had never met her daughter before and she felt we were too expensive even if she did not know about Mrs. B[redacted] service record, level of service she received and about our reputation. We told her that last time her mother had her carpet cleaned, on March 4, 2012, that she paid $283.00 for the same premium service of 12-step including all spots cleaning -- we explained that our prices changed since 2012 so we could keep the same level of service. Mrs. B[redacted] total invoice was $502.40 and we gave a special price to Mrs. H[redacted] in consideration of Mrs. B[redacted] past business relationship and this, with the same level of service. We gave complimentary discount of $102.40. So her total invoice was $400.00.We would like to mention that Mrs. B[redacted] had never had her sofa cleaned by us. A white sofa needs to be cleaned at least every 2 years and soil accumulates not only on the surface but deep inside the fiber. The observation Mr. T[redacted] made on the seating areas, arms, back cushion of the sofas, lower upholstery (near the carpet) were soiled and not only surface stain. We are sorry that Mrs. H[redacted] did not appreciate that we do not clean her sofas for free. The part of our money back guarantee is for the service we provided and not for any furniture in the house. Mrs. H[redacted] obviously is uninformed about the fact that purchasing periodic professional upholstery cleaning services is essential to keep your home clean, and she simply did not notice how soiled those sofas were. We feel that unfortunately Mrs. H[redacted] requests for a refund of $240.00 cannot be fulfilled.In Mr. T[redacted]'s opinion, these sofas had not been professionally cleaned in at least 5 years. The carpet and rug institute states that "all carpet, rugs and furniture should be professionally cleaned at least every two years."We hope this communication will clarify the event that took place on July 14, 2015. My best regards,S[redacted], Vice-PresidentFour Seasons Rug, Carpet & Upholstery Cleaning1330 Flynn Road, Suite ECamarillo, CA 93012Tel: ###-###-####

Consumer

Response:

Review: 10720209

I am rejecting this response because: