Fresh Dry Carpet Cleaning

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ [redacted] hired our company to clean her carpet on 04/20/at [redacted] rd unit [redacted] XXXXX Prior to cleaning the carpet we always do a walk through with the home ownerWe ask them when was the carpet cleaned last? Have you ever cleaned the carpet yourself? *o you have any major concerns? [redacted] had explained that she had always spot cleaned her cat spots "URINE" OR "THROW UP" with FOLEXWhich is a great cleaner but if used too much it WILL leave a soapy residue in the carpet and sometimes pad? We explained that the cleaning will only help NOT rid her residue problemCustomer understood and gave FRESH*RY LLC permission to clean the carpet After the cleaning the carpet looked brand new [redacted] the technician explained that the spots WILL come back and the ONLY way they wouldn't is if the pad was replaced [redacted] then signed our invoice of satisfactory of work done We do have a day guarantee if spots return so do we On June 11th [redacted] contacted us saying that the spots did returnWe then went out even Though it was well over the day guarantee deadline for FREE FRESH*RY LLC again told [redacted] that there is not going to be a guarantee any more as there were signs of the folex being used in new areas Then on 8/17/ [redacted] called yet again to complain about her spots and how FRESH*RYLLC ruined her carpet [redacted] Then explained to [redacted] that we do not guarantee this type of situation to where the customer has used an excessive amount of folex cleaner that has ruined her carpet We then stated that we ARE NOT RESPONSIBLE FOR FAILURE TO REMOVE SPOTS NOR FOR EXISTING PROBLEMS PRIOR TO CLEANING FRESH*RY has been more than consistent of this customers need and went great distances to help [redacted] and her situationWe went above and beyond what any other FRANCHISE " in her words" would ever do The simple fact is that FRESH*RYLLC *I [redacted] NOT RUIEN [redacted] 'S CARPERT NORE *I [redacted] WE MAKE IT WORSE This is a prime example of the customer taking advantage of a company We have Over Reviews with a RATING You don't get that by doing work the way [redacted] says we do work! Thank YOU [redacted] President FRESH*RYLLC Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Besides the all original spots coming back within month, there were alot more spots that appeared from there prespotting solution they used/ And whatever product they used to clean the carpet made the whole carpet darken even where there were no preexisting spotsTHe original spots were not any cat urine as the cats never had accidentsA few were from vomit the rest were foot trafficThey never told me I would have to remove the pad they just said it might be the padFolex is a very safe product and everyone I know has used it for yearsThis is the first time I have ever had this happen when I had my carpet cleanedWhat a shame they have such horrible customer serviceThey have to live with themselves

Initial Business Response /* (1000, 5, 2015/08/28) */
*** hired our company to clean her carpet on 04/20/at *** *** *** rd unit ** * *** *** XXXXX
Prior to cleaning the carpet we always do a walk through with the home ownerWe ask them when was the carpet cleaned last?
Have you ever cleaned the carpet yourself? *o you have any major concerns?
*** had explained that she had always spot cleaned her cat spots "URINE" OR "THROW UP" with FOLEXWhich is a great cleaner but if used too much it WILL leave a soapy residue in the carpet and sometimes pad?
We explained that the cleaning will only help NOT rid her residue problemCustomer understood and gave FRESH*RY LLC permission to clean the carpet
After the cleaning the carpet looked brand new*** the technician explained that the spots WILL come back and the ONLY way they wouldn't is if the pad was replaced*** then signed our invoice of satisfactory of work done
We do have a day guarantee if spots return so do we
On June 11th *** contacted us saying that the spots did returnWe then went out even Though it was well over the day guarantee deadline for FREE
FRESH*RY LLC again told *** that there is not going to be a guarantee any more as there were signs of the folex being used in new areas
Then on 8/17/*** called yet again to complain about her spots and how FRESH*RYLLC ruined her carpet
*** Then explained to *** that we do not guarantee this type of situation to where the customer has used an excessive amount of folex cleaner that has ruined her carpet
We then stated that we ARE NOT RESPONSIBLE FOR FAILURE TO REMOVE SPOTS NOR FOR EXISTING PROBLEMS PRIOR TO CLEANING
FRESH*RY has been more than consistent of this customers need and went great distances to help *** and her situationWe went above and beyond what any other FRANCHISE " in her words" would ever do
The simple fact is that FRESH*RYLLC *I* NOT RUIEN ***'S CARPERT NORE *I* WE MAKE IT WORSE
This is a prime example of the customer taking advantage of a company
We have Over Reviews with a RATING
You don't get that by doing work the way *** says we do work!
Thank YOU
***
President
FRESH*RYLLC
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Besides the all original spots coming back within month, there were alot more spots that appeared from there prespotting solution they used/ And whatever product they used to clean the carpet made the whole carpet darken even where there were no preexisting spotsTHe original spots were not any cat urine as the cats never had accidentsA few were from vomit
the rest were foot trafficThey never told me I would have to remove the pad they just said it might be the padFolex is a very safe product and everyone I know has used it for yearsThis is the first time I have ever had this happen when I had my carpet cleanedWhat a shame they have such horrible customer serviceThey have to live with themselves

Initial Business Response /* (1000, 5, 2015/08/28) */
*** hired our company to clean her carpet on 04/20/at *** *** *** rd unit ** * *** *** XXXXX
Prior to cleaning the carpet we always do a walk through with the home ownerWe ask them when was the carpet cleaned last?
Have you ever cleaned the carpet yourself? *o you have any major concerns?
*** had explained that she had always spot cleaned her cat spots "URINE" OR "THROW UP" with FOLEXWhich is a great cleaner but if used too much it WILL leave a soapy residue in the carpet and sometimes pad?
We explained that the cleaning will only help NOT rid her residue problemCustomer understood and gave FRESH*RY LLC permission to clean the carpet
After the cleaning the carpet looked brand new*** the technician explained that the spots WILL come back and the ONLY way they wouldn't is if the pad was replaced*** then signed our invoice of satisfactory of work done
We do have a day guarantee if spots return so do we
On June 11th *** contacted us saying that the spots did returnWe then went out even Though it was well over the day guarantee deadline for FREE
FRESH*RY LLC again told *** that there is not going to be a guarantee any more as there were signs of the folex being used in new areas
Then on 8/17/*** called yet again to complain about her spots and how FRESH*RYLLC ruined her carpet
*** Then explained to *** that we do not guarantee this type of situation to where the customer has used an excessive amount of folex cleaner that has ruined her carpet
We then stated that we ARE NOT RESPONSIBLE FOR FAILURE TO REMOVE SPOTS NOR FOR EXISTING PROBLEMS PRIOR TO CLEANING
FRESH*RY has been more than consistent of this customers need and went great distances to help *** and her situationWe went above and beyond what any other FRANCHISE " in her words" would ever do
The simple fact is that FRESH*RYLLC *I* NOT RUIEN ***'S CARPERT NORE *I* WE MAKE IT WORSE
This is a prime example of the customer taking advantage of a company
We have Over Reviews with a RATING
You don't get that by doing work the way *** says we do work!
Thank YOU
***
President
FRESH*RYLLC
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Besides the all original spots coming back within month, there were alot more spots that appeared from there prespotting solution they used/ And whatever product they used to clean the carpet made the whole carpet darken even where there were no preexisting spotsTHe original spots were not any cat urine as the cats never had accidentsA few were from vomit
the rest were foot trafficThey never told me I would have to remove the pad they just said it might be the padFolex is a very safe product and everyone I know has used it for yearsThis is the first time I have ever had this happen when I had my carpet cleanedWhat a shame they have such horrible customer serviceThey have to live with themselves