Golden Chem-Dry

Golden ChemDry provided services for Ms [redacted] on August 31, At that time we cleaned wall to wall carpet and brought a 5xarea rug back to our office to be cleaned at our rug plant Ms [redacted] stated that on Wednesday, September 14, 2016, our driver tried to deliver the rug with no prior appointmentThe purpose of the drivers call was to schedule the appointment for delivery if Ms [redacted] was availableShe stated that she was not home and that she wanted it delivered on Friday at 8am***, our technician, told her that he would check with the person managing the schedule to see if that time frame was available for Friday and have the office call herHe was not in the office at the time he made the callShe then told him she would see us on Friday at 8am, as if to ignore the fact that it would have to be confirmed with the office firstHe told her again that he would have the office contact her [redacted] did relay the message to the office, but unfortunately the delivery was never confirmed with the customerChemDry accepts responsibility of the delivery not being properly scheduled for Friday morningOur business hours do normally begin at 8amThere are times, for various reasons, our phones stay forwarded until the office is able to receive callsWe have chosen to use an answering service so customers are able to speak with an individual instead of a recording Ms [redacted] contacted our answering service Friday morning at 8:am This is the written message from the answering service taken from the call from Ms [redacted] “You are not getting a check from her IF [redacted] does not show up in minutes..She refuses to pay, if he is expecting a check from her he can forget it, needs a call in next minutes or she will be speaking with a ChemDry Supervisor”This message was delivered to [redacted] by our answering service at 8:20amHe then immediately contacted Ms [redacted] Please read the attached statement from Mr [redacted] I, [redacted] have owned and operated Golden Chemdry since During this year period, it has been our company’s mission to delight our customer’s with the cleanest and fastest drying carpets and upholstery in the industryOur products will be expertly applied so as to be gentle on carpets and property, safe for people and pets, and our services will be delivered by trustworthy, friendly professionalsWe hope that by adhering to this mission statement, our customers will have a positive and valued experience with Golden ChemdryIn saying this, as high as we aim and as diligently as we try to deliver a positive experience that will keep our customer’s loyal, there are times when we fall short of our goalIf this happens we strive to make it right with our customer as best we canI made a mistake on the scheduling that week and set the delivery for 10am instead of 8amThis mishap did not set well with Mrs [redacted] and I received a call from the answering service on Friday morning September around 8:letting me know that a customer was very unhappy and that she was not paying for the cleaning of her area rug since we had not delivered her rug on timeI called Mrs [redacted] and tried to apologize for not being at her home when she was expecting but I could not get a word in edge-wiseWell, I figured that since I made the mistake I would just let her vent and I would just listenI did, but the more I did the more ugly and condescending she becameShe started in on [redacted] trying to schedule the delivery on Wednesday saying he was trying to “dump” the rug off at “his” convenience and then she began berating the company accusing us of only having an answering service to contact customers when she in fact talked to our office manager to book her initial carpet cleaningShe was upset, I understand and I wanted to make it right, but she didn’t want a resolution, she was more preoccupied with berating our company in a vile, ugly mannerShe then informed me she W O U L D N E V E R U S E O U R C O M P A N Y A G A I N !!! By this time I had heard enoughI told her to never call our company again and to come pick her rug upI then went to the office where I received two calls from Mrs [redacted] She was not asking about her rug delivery but continued with her condescending remarks and wanted to know my name because she was filing a reportI gave her my name, told her fine and hung upShe called back and I told her if she continued to call me I would file harassment charges on her and hung up againThat is the last contact I have had with herOn the following Monday, I informed [redacted] that there had been a mix up on the [redacted] rug delivery and I took full responsibility for itI informed her of the phone calls the prior Friday and I asked her if that demeanor sounded familiar and she had the same impression that I had and still do with Mrs [redacted] In closing, I regret this unfortunate incident and I want to put it behind us [redacted] has reached out to Mrs [redacted] for a delivery of her rug and she was met with ugly and rude replies about her report to the Revdex.comShe wanted to hear nothing about her area rug being deliveredThank you for the opportunity to respond to this negative claim and our attempt to rectify itRespectfully, [redacted] Golden Chemdry As Mr [redacted] stated, he ask that I contact Ms [redacted] to try and schedule the delivery of the rug Due to the circumstances of the conversation from Friday, I waited a few days before trying to contact Ms [redacted] I contacted her on Wednesday, September 21, in hopes of resolving the issue and have Ms [redacted] ’s rug returned to her home At the time of the call she informed me of the written complaint to the Revdex.com and the way she wanted for us to resolve the situation was included in that letterShe wondered why I had not read the letter, but the email had not reached us and I told Ms [redacted] thatShe then began telling me what all had transpired from the time we attempted to deliver the rug on Wednesday and Friday morningI listened and allowed her to speakIt was difficult to respond in the conversation due to her recounting her frustrations from the event She made it clear to me during the conversation that she did not want anyone from Golden ChemDry on her propertyI clearly understood her wishes, but wanted to try and find a way to still resolve getting her rug back to herI informed her that there would be NO CHARGE for any of the services that we had provided to herThat included the cleaning in her home as well as the area rugI offered to personally deliver the area rug myself, being a female, hoping that it would be a more comfortable situation for her at her homeShe rejected that offer and repeated that she wanted no one from Golden ChemDry on her propertyI then offered to possibly have a neutral party or some other way to get her rug to herShe rejected that solution as wellThat is when she informed me that the only thing she would accept was for us to pay her $and that it should only be mailed to her P.OBox Please keep in mind that we have not collected any money from Mrs [redacted] In her statement she referenced that Mr [redacted] told her to pick up her rugThat statement was made during the Friday conversation with Mr [redacted] , and we regret that statement and hoped that with time passing we could find a solution to deliver the rug to Ms [redacted] During this conversation it was difficult to have a dialog which explains Ms [redacted] ’s perception of me, [redacted] , being adamant and hard to get off of the phone Ms [redacted] ’s rug is cleaned and ready for deliverTo date the issue of how to return Ms [redacted] ’s rug has not been resolvedWe are open to any ideas as to how to accomplish thisWe have been an outstanding company in the community and pride ourselves on excellent customer serviceThis is an unfortunate situation and only hope that we are able to find an acceptable method of delivery for Ms [redacted] In a later conversation with the Revdex.com they stated that they had been having a problem with some clients receiving notices and she immediately forwarded the information to my personal work email for our review

This morning, I received a call from someone named [redacted] , who said she was from Chem DryI asked her not to call me again, and that I had sent a complaint with the Revdex.comShe had not even read the complaintIn fact, she stated Mr [redacted] did not receive the complaint from Revdex.comShe was very adamant and hard to get off the phoneI told her to read the complaint and the resolutionYou might want to send Mr [redacted] at Chem Dry the Revdex.com notice againMy mailing address is: [redacted] ***Beaumont,TX ***This is the address where Mr [redacted] can pay me the requested refund of $for the rugwhich is my resolutionAgain, Mr [redacted] told me he would not deliver the rug, and that I needed to pick up the rug myselfIt is company policy to deliver the rug; however, he specifically stated I was harassing him on the phone when I called two weeks ago about the rugAlso, I am a senior citizen and I have nointention of driving to Chem Dry or having anyone else deliver the rug from Chem DryAgain, this is due to Mr [redacted] 's statement to me on the phone two weeks ago, and also his threatening tone of voiceThank you

Cleaned our office carpet after our Christmas PartyExcellent jobCame in on Monday to a wonderful fresh, clean smell in our officesTony runs a first-rate company and our rep, Robert, is awesomeGive them a try!

I had an area rug cleaned in my home and a 5xoriental rug taken from my home on 8/31/to the cleaning site for Chem Dry ( I was told they do not clean oriental rugs in the home)The protocol for the return of the rug was to have been one weekI did not receive a call to return the rug, until 9/12...the driver wanted to deliver the rug that day with no prior appointmentI asked for a delivery of the rug to be Friday 9/16/at 8:a.mand *** agreedOn the morning of 9/I called two times from 8:a.m-9:a.mand answering service answeredFinally, a man named *** *** called me back around 9: a.mWhen I said I would never use Chem Dry again, because the appointment was not kept, no one called to reschedule the appointment, and no one who could help me with the delivery issue as the company representatives would not release their phones from the "Answering Service"Their hours of business and it is advertised as such begin at 8:a.mAlso, the

The information is correct; however, in my statement about the company, I did put in that it was a violation of the Chem Dry contract which I have with Chem DryI have a written note on the bottom of the contractwhich stated that "Payment is due when rug is returned"The rug was never
returned, it was overdue by at least two weeks, and the owner mandated that I pick up the rug, because he "did not like my attitude"His words were, "You can pick up your rug, we are not going to deliver it." Even if he changes his mind and decides to deliver it, I will not accept delivery of the rug....I felt very threatened by his words and tone of voice the day which I spoke with himThis is why I am asking for a check for the price of the rug which he refused to deliver

I have had no communication from the owner of Chem Dry regarding this complaint.Thank you,[redacted]

This morning, I received a call from someone named [redacted], who said she was from Chem Dry. I asked her not to call me again, and that I had sent a complaint with the Revdex.com. She had not even read the complaint... In fact, she stated Mr. [redacted] did not receive the complaint from Revdex.com. She was very adamant and hard to get off the phone. I told her to read the complaint and the resolution. You might want to send Mr. [redacted] at Chem Dry the Revdex.com notice again. My mailing address is:[redacted]Beaumont,TX [redacted]This is the address where Mr. [redacted] can pay me the requested refund of $250.00 for the rug... which is my resolution. Again, Mr. [redacted] told me he would not deliver the rug, and that I needed to pick up the rug myself. It is company policy to deliver the rug; however, he specifically stated I was harassing him on the phone when I called two weeks ago about the rug. Also, I am a senior citizen and I have nointention of driving to Chem Dry or having anyone else deliver the rug from Chem Dry. Again, this is  due to Mr. [redacted]'s statement to me on the phone two weeks ago, and also his threatening tone of voice. Thank you...

Golden ChemDry provided services for Ms. [redacted] on August 31, 2016. At that time we cleaned wall to wall carpet and brought a 5x7 area rug back to our office to be cleaned at our rug plant.  Ms. [redacted] stated that on Wednesday, September 14, 2016, our driver tried to deliver the rug with no prior appointment. The purpose of the drivers call was to schedule the appointment for delivery if Ms. [redacted] was available. She stated that she was not home and that she wanted it delivered on Friday at 8am. [redacted], our technician, told her that he would check with the person managing the schedule to see if that time frame was available for Friday and have the office call her. He was not in the office at the time he made the call. She then told him she would see us on Friday at 8am, as if to ignore the fact that it would have to be  confirmed with the office first. He told her again that he would have the office contact her.  [redacted] did relay the message to the office, but unfortunately the delivery was never confirmed with the customer. ChemDry accepts responsibility of the delivery not being properly scheduled for Friday morning. Our normal business hours do normally begin at 8am. There are times, for various reasons, our phones stay forwarded until the office is able to receive calls. We have chosen to use an answering service so customers are able to speak with an individual instead of a recording.  Ms. [redacted] contacted our answering service Friday morning at 8:13 am.  This is the written message from the answering service taken from the call from Ms. [redacted]. “You are not getting a check from her… IF [redacted] does not show up in 10 minutes..She refuses to pay, if he is expecting a check from her he can forget it, needs a call in next 10 minutes or she will be speaking with a ChemDry Supervisor”. This message was delivered to [redacted] by our answering service at 8:20am. He then immediately contacted Ms. [redacted].  Please read the attached statement from Mr. [redacted] I, [redacted] have owned and operated Golden Chemdry since 1994.  During this 22 year period, it has been our company’s mission to delight our customer’s with the cleanest and fastest drying carpets and upholstery in the industry. Our products will be expertly applied so as to be gentle on carpets and property, safe for people and pets, and our services will be delivered by trustworthy, friendly professionals. We hope that by adhering to this mission statement, our customers will have a positive and valued experience with Golden Chemdry. In saying this, as high as we aim and as diligently as we try to deliver a positive experience that will keep our customer’s loyal, there are times when we fall short of our goal. If this happens we strive to make it right with our customer as best we can. I made a mistake on the scheduling that week and set the delivery for 10am instead of 8am. This mishap did not set well with Mrs. [redacted] and I received a call from the answering service on Friday morning September 12 around 8:20 letting me know that a customer was very unhappy and that she was not paying for the cleaning of her area rug since we had not delivered her rug on time. I called Mrs. [redacted] and tried to apologize for not being at her home when she was expecting but I could not get a word in edge-wise. Well, I figured that since I made the mistake I would just let her vent and I would just listen. I did, but the more I did the more ugly and condescending she became. She started in on [redacted] trying to schedule the delivery on Wednesday saying he was trying to “dump” the rug off at “his” convenience and then she began berating the company accusing us of only having an answering service to contact customers when she in fact talked to our office manager to book her initial carpet cleaning. She was upset, I understand and I wanted to make it right, but she didn’t want a resolution, she was more preoccupied with berating our company in a vile, ugly manner. She then informed me she W O U L D  N E V E R  U S E   O U R  C O M P A N Y  A G A I N !!! By this time I had heard enough. I told her to never call our company again and to come pick her rug up. I then went to the office where I received two calls from Mrs. [redacted]. She was not asking about her rug delivery but continued with her condescending remarks and wanted to know my name because she was filing a report. I gave her my name, told her fine and hung up. She called back and I told her if she continued to call me I would file harassment charges on her and hung up again. That is the last contact I have had with her. On the following Monday, I informed [redacted] that there had been a mix up on the [redacted] rug delivery and I took full responsibility for it. I informed her of the 3 phone calls the prior Friday and I asked her if that demeanor sounded familiar and she had the same impression that I had and still do with Mrs. [redacted]. In closing, I regret this unfortunate incident and I want to put it behind us. [redacted] has reached out to Mrs. [redacted] for a delivery of her rug and she was met with ugly and rude replies about her report to the Revdex.com. She wanted to hear nothing about her area rug being delivered. Thank you for the opportunity to respond to this negative claim and our attempt to rectify it. Respectfully, [redacted] Golden Chemdry     As Mr. [redacted] stated, he ask that I contact Ms. [redacted] to try and schedule the delivery of the rug.  Due to the circumstances of the conversation from Friday, I waited a few days before trying to contact Ms. [redacted].  I contacted her on Wednesday, September 21, 2016 in hopes of resolving the issue and have Ms. [redacted]’s rug returned to her home.  At the time of the call she informed me of the written complaint to the Revdex.com and the way she wanted for us to resolve the situation was included in that letter. She wondered why I had not read the letter, but the email had not reached us and I told Ms. [redacted] that. She then began telling me what all had transpired from the time we attempted to deliver the rug on Wednesday and Friday morning. I listened and allowed her to speak. It was difficult to respond in the conversation due to her recounting her frustrations from the event.  She made it clear to me during the conversation that she did not want anyone from Golden ChemDry on her property. I clearly understood her wishes, but wanted to try and find a way to still resolve getting her rug back to her. I informed her that there would be NO CHARGE for any of the services that we had provided to her. That included the cleaning in her home as well as the area rug. I offered to personally deliver the area rug myself, being a female, hoping that it would be a more comfortable situation for her at her home. She rejected that offer and repeated that she wanted no one from Golden ChemDry on her property. I then offered to possibly have a neutral party or some other way to get her rug to her. She rejected that solution as well. That is when she informed me that the only thing she would accept was for us to pay her $241.83 and that it should only be mailed to her P.O. Box.  Please keep in mind that we have not collected any money from Mrs. [redacted].  In her statement she referenced that Mr. [redacted] told her to pick up her rug. That statement was made during the Friday conversation with Mr. [redacted], and we regret that statement and hoped that with time passing we could find a solution to deliver the rug to Ms. [redacted].  During this conversation it was difficult to have a dialog which explains Ms. [redacted]’s perception of me, [redacted], being adamant and hard to get off of the phone.  Ms. [redacted]’s rug is cleaned and ready for deliver. To date the issue of how to return Ms. [redacted]’s rug has not been resolved. We are open to any ideas as to how to accomplish this. We have been an outstanding company in the community and pride ourselves on excellent customer service. This is an unfortunate situation and only hope that we are able to find an acceptable method of delivery for Ms. [redacted].    In a later conversation with the Revdex.com they stated that they had been having a problem with some clients receiving notices and she immediately forwarded the information to my personal work email for our review.