Greco Steam Carpet Cleaning Company

Review: Greco Carpet cleaning arrived at my home on Saturday 8/24/13 @ approximately 10am. We went over what I wanted done carpets, couches & chairs. They pulled out their equipment to start the job, & reliezed they had left a piece of equipment at the house before me. They packed everything back into the van & left to get it. They returned at 10:50am to start the job. I pointed out a spot on the carpet, which I knew they would not be unable to get out. otherwise everything else was good.

I also asked them to scotch guard the carpet. They told me everything would be dry between 6-8hrs. the carpet was so oversaturated it took 2-3 days to dry. I feel they rushed the job because they were running late. They left big dark marks on the carpet. I called the company on Monday, they said they would send out another crew to fix the problem. They arrived Monday morning Around 11am. looked at the spots & were surprised. They told me no problem they would fix it. Mind you my room upstairs doesn't get used, & that's were the biggest spot is. They even told me it was over saturated. they re cleaned those areas & left. The next morning the satins were back. I called the office & spoke with Sue again. Told her the problem, & she gave me attitude. I told her carpet still wet in some areas. Wait until Thursday hopefully it will dry, call us then. Called again on Thursday 8/29 told her I wanted a manager to come out to see the spots, and she told me no, he agreed with her, that they don't make spots. She would not let me speak to him. We will send out the crew again, but this is the last recall. I told her I wanted a credit & she refused. The crew came out again that day @ 11am, went over everything. It is now Saturday 8/31 & I am so dissatisfied with the this Company, as the spots still remain.. I would like your help to resolve this issue . They also forced my outside door open to far & broke it. They didn't tell me. I went outside & found it open & could not shut it.Desired Settlement: I feel they should refund me at least half of what I paid, for what they did, & the aggravation they caused. .

Business

Response:

Ms. [redacted] arranged for a cleaning of a sofa and love seat combo., chair and a half, additional chair, living room, dining room, 3 bedrooms, family room, hall, and 10 steps. When we got there, our technicians upsold Scotchgard in several areas. Her appointment was a second morning, meaning we would be arriving sometime between 10:00 and 11:00. Even after going back for a part, we returned on time; we were never running late and always allow ample time for each job in case a customer decides on extra work to be done. In fact, our techs were not scheduled to arrive at their next job until sometime between 1:00 and 2:00, so there was no rushing.

Greco has been in business for 54 years, and we have never guaranteed that all stains come out. We are extremely honest with customers when they say they are concerned with stains. We explain that with every job we do at no extra cost we apply a pretreatment for stains which makes the steam cleaning work better, and all we can guarantee is a professional cleaning, not that every part of every stain will come out. There are some cases where a stain will go beneath the carpet to the padding. We will clean the carpet (we do not clean paddings under any circumstance), it will look clean, and within a day or two dark spots will occur. It was explained to Ms. [redacted] that in that case the stains have reached the padding, and every time she has it cleaned by us, by herself, or by anyone else, the dark spots will reappear, getting lighter every time because they are being brought up from the padding. If the padding is not replaced (again, we don’t do that), sooner or later the spots will be brought to the surface one last time and disappear, but no one can know how many cleanings that will take or when that will be.

Despite our explanation of that to Ms. [redacted], we still went back as soon as possible for what is called a recall…at no charge whatsoever to Ms. [redacted]. The areas in question (living room and dining room) were re-cleaned on 8/26/13 by our techs, at which time it was reiterated to her that the spots were coming up from the padding. The techs reported that the carpets were in fact dry when they got there; if not, they were prepared to suction back the excess water. Carpets that are not completely dry cannot be steam cleaned or the possibility of mold is increased. Again, the carpets were completely dry and the dark spots re-cleaned.

We then got another call from Ms. [redacted] stating that the dark spots had returned again. Our office explained again that they are coming up from the padding and that Greco has made it abundantly clear we do not guarantee stains. It was explained (again) that every time those carpets are cleaned— by us or anyone else—within a day or two the dark spots will return until one day they disappear completely. Despite our policy of returning only once at no charge to the customer, we in fact returned yet again to clean the dark spots (on 8/29/13). At that time our tech explained to Ms. [redacted] that the spots were, in fact, coming up from the padding and that she could have the padding replaced or would have to understand that they would reappear every time the carpets were cleaned until they disappear completely. We had done all we could do.

That afternoon Ms. [redacted] called the office again and said she thought we had damaged her door. Our manager returned her call within the hour offering to send a repairman out immediately. She told him she asked a handyman across the street to fix it, which he did, and our manager then offered to pay for the repair. Ms. [redacted] said it had been an easy fix and that the handyman fixed it for free. This conversation took place in the afternoon of 8/29/13 and was between Ms. [redacted] and Greco’s office manager, so she is mistaken when she says she has never spoken with him. That conversation was the last time we heard from Ms. [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,