Green Steam Carpet Cleaners

To Whom It May Concern, We are happy to address this clients concernsOn July 8th *** *** was serviced by our team at his Kirkland PropertyThe package that *** purchased was our basic package it was for cleaning of Living, Dining room, bedrooms and a hallwayThe client was told
during our walk through that this unit would be a difficult sand required an additional fee of $due to the process it takes to reach his unit from our vanOur team was notified, by ***, of a few areas of concernOur technician began his cleaning process this included manual wand carpet clean, pre inspection, pretreatment, spot treatment, soil extraction and rinse and post spot treatmentPost spot treatment was provided to this client on a few areas of concern he was also notified verbally that the spots were stains and most likely would not disappear, that they were in fact permanentOur technician notated on the invoice a yellow stain and what looked to be coffee or tea*** signed our disclosure stating that “the work was completed to his satisfaction”On July 13th, 2015, not by his own accord, reached out to us through email*** was responding to an email that was sent to him on July 9th (the following day after service) we send to every client requesting their feedback and providing them with the updated invoice of workHis email stated this “I am disappointed with the service that I received sadly when I have my carpet cleaned, I expect most of coffee/tea stains to come out (at least that was my experience with previous vendors who did a very thorough and detailed job cleaning the carpet) unfortunately with Green Steam Cleaners, the specialist didn't seem too invested in trying to go over these "hot spots" thoroughly, in the past previous vendors would go over the same spot couple of times to ensure the stains come off, this time, the specialists was casually cleaning my carpet while listening to music, and often taking breaks to smoke by the van) This is not the service I expected from Green Steam Carpet CleanersI, the owner of the business, responded to his message immediately! I let him know that “I am sorry you were not satisfied with your serviceWe pride ourselves on our level of customer service, professionalism and cleaning abilityYou should have been informed either during the walk through pre cleaning or post cleaning if there were any stains or spots that could not be removedWith that being said, of course, there are sometimes stains that are permanent and can't be removedWe want you to be 100% satisfied with the cleaning so we would like to send a technician back to your home to take a look at the spots that did not get thorough attentionWhen would be a good day to have a lead tech come back out?” I was offering him a repeat visit even though our notes clearly stated “permanent stains”I did not need to address with *** his concerns of the technician taking regular breaks because all of our team members are IICRC trained technicians they are professional and courteous and represent our business wellThis client’s home was a difficult swhich meant that he had to make several trips down to the van for equipment, hoses, solution hoses, products, grooming tools etcThe set up was over feet from his door to the vanEach time the technician went to the van to get the materials he needed to complete the job he was NOT taking a “break” even if *** saw it that wayI also show the tech arrived on time, we provide courtesy calls to all of our clients that can be monitored including GPS on our vehiclesOur technicians are also allowed to listen to music through a head set while cleaning, but should never interfere with a walk through, which the music was not playing during the walk throughOur technician was at the property for hour and minutes which was the scheduled amount of time to clean*** wanted us to come back out the following week, which would have been days after the cleaning (July 20, 2015), and also didn’t reach out to us regarding his concern until days after the cleaningI let *** know that when there are concerns with a cleaning or stains, spots and odors we need to come back out within days and unfortunately he didn’t even contact us until days after the cleaning was performed to notify us of his concerns, again not by his own accord, it was prompted by our emailWe set up an appointment for that Saturday July 18, with the same technician ( we offered him an appointment the same day he called us July 13th he declined the same day appointment)We will always send the same IICRC certified tech back into the home there are several reasons for this that *** was made aware ofThe reasons for sending the same technician is: He is familiar with his own notes on the job, the set up as well as any discussion that was had with the client regarding the notes on his cleaningThe technician that was sent back to take a look at the spots in question retreated the same spots a 2nd timeHe thoroughly went over them during the initial clean, post spot cleaning and again during the re-visit, even though the stains were in fact permanent and the client was notified of this during the first visit on July 8, *** was happy with the revisit treatment of the stains he again singed our disclosure stating that he “was satisfied with the service” and provided the same technician, the same technician that he called “lazy and incompetent”The customer had two different colored spots one was a “mystery yellow spot” that was treated with a product and it didn’t turn or liftThe color of the spot remained the sameThe other was tea and coffee again treated with a different product and lightened a very little amount and definitely was not fully gone or removed since it is permanentThe client saw the results and signed off on the work knowing that there was nothing further that we could doWe cannot guarantee that all stains spots and odors be removedWe did not create the spots, therefore identifying them is sometimes half the battleWhen a client doesn’t know what was spilled we cannot treat accordinglyWe take very thorough notes during our walk through pre cleaning and post cleaningWe have not damaged his carpets in any way! The carpets were treated per his request and cleaned per his requestHe was informed multiple times that not all stains and spots can be removedWe will not be replacing his carpet, retreating his carpet/stains, or re cleaning the carpet and stainsWe have visited his property and placed a lot of time into this client’s investment and informed him thoroughly of what to expectWe have gone above and beyond for this client! Thanks, Katie H*** Owner

Complaint: ***I am rejecting this response because:as I communicated to the manager of the business multiple times (but apparently she does not read emails)the stains on the carpet gotten worse, the color of the stain changed from faded gery color to pink, its now more visible and they damaged my carpet by making a small stain times worse.and Yes I was not lying when I said the technician was smoking and resting by the van and making phone calls while I wait for him,the distance between my apartment and the parking lot where he parked is no way feet, its more like ftanyway I am taking this matter to courtSincerely,*** ***