Hadeed Carpet Cleaning Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

While I have used this business in the past with no problems, my most recent service has been terrible I cannot get anyone to tell me where my rug is and why it has not been returned All I hear are excuses and not action I will NEVER use them again

I am responding to the complaint Hadeed Carpet Cleaning received regarding Mr*** and the pricing of his rugsMrHadeed and Mr*** finally agreed upon a price and the matter was settledHe paid the balance on his account and picked up his rug on January 31, 2015.Should you
have any questions or require additional information, please do not hesitate to contact meOtherwise, many thanks for your time and attention to this matter.Best regards,Dan D***Hadeed in Home & Office Cleaning ServicesMain:###-###-####Direct:###-###-####*** *** ***Springfield, VA 2.2151"If you stand on it, we stand behind it"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

February 16, 2015I am responding to the complaint Hadeed Carpet Cleaning received regarding [redacted] and the pricing of her rugs. Mr. Hadeed and [redacted] discussed the issue at length and finally agreed upon a price on February 11, 2015 and the matter was settled. She agreed to pay the...

balance on her invoice and pick up her rugs at our Springfield Location. Her rugs are all cleaned and ready to be picked up. [redacted] has yet to come in and pick up her rugs.Should you have any questions or require additional information, please do not hesitate to contact me. Otherwise, many thanks for your time and attention to this matter.Best regards,Dan D

See attachment or check attachment tab.

9/3/15
I wanted to update you on the complaint on August 24th I visited Hadeed's Corporate headquarters in Springfield, VA.  They stated they could not find the rug and would credit my charge and account and sent me an insurance form to start a claim to date they have done nothing....

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  my rug has not yet been returned to me and my money has not yet been refunded.  Bob P[redacted] from Hadeed called me on August 29th and informed me that he had communicated with the person whose house they mistakenly delivered my rug to and that the other customer was out of the country (in Qatar) and was supposed to return in two weeks (approximately 9/12) and that Hadeed would retrieve my rug after his return.  This has yet to happen so I cannot accept their response at this time.  I am responding today 9/11 in order to comply with the Revdex.com letter dated 9/1 that indicated that I must respond within 10 days.
Thank you for your help.
Regards,
[redacted]

08/27/2015
I am responding to the complaint Hadeed Carpet Cleaning received regarding [redacted].
We are currently in contact with the customer and working on resolving the issue. Bob P[redacted] is offering her several different options to reach a resolution. I will send an update...

once a decision has been made.Should you have any questions or require additional information, please do not hesitate to contact me. Otherwise, many thanks for your time and attention to this matter.
Best regards,
Dan D

While I have used this business in the past with no problems, my most recent service has been terrible. I cannot get anyone to tell me where my rug is and why it has not been returned. All I hear are excuses and not action. I will NEVER use them again.

Review: I had carpet in one room cleaned. So much water was used that it seeped through floor and damaged the ceiling below. I reported it to the "manager" the next day and was told I would get a return call. I did not. When I called the following day I was told the manager I spoke with "no longer worked there" and there was no record of my complaint. From that point on I was given the run around. I was told this type of thing had never, ever happened before, and therefore could not have been their doing. When I expressed the flawed logic in their argument-that it appeared immediately after their visit and was wet at that moment, they claimed it must be a leaky pipe. I explained there was no water source in the area treated, and no pipes in that section of the house, having replaced the polybutylene pipes, I requested they come to the house to examine it. no show! I made a total of 5-6 more calls, with the promise of a return call, which I never received. Ultimately I was just placed on hold indefinitely. I gave up. Totally reprehensible.Desired Settlement: Ceiling repair

Review: In the spring of 2012, I was preparing my townhouse for sale. I was married and retired in December 2011. I purchased new carpet from [redacted] in [redacted], VA. When the gentleman came to measure, I asked him what to do with the tile in the entry foyer. He said to have it steam cleaned by Hadeed Carpet, which at the time had a partner arrangement with [redacted]. He suggested we wait until after the carpet was replaced. After the carpet was replaced, he made arrangements for cleaning of the tile and grout in the entry foyer and 2 upstairs bathrooms. The cleaners figured the cost at $254. They did the 2 upstairs bathrooms first. While they were doing the foyer they asked me to look at the bathrooms which were fine. After working on the foyer, they said they had done the best they could. The floor was wet with puddles of water so it was dificult to see how it really looked. Several days later, after the floor dried, I was walking on it in stocking feet and noticed that the white residue on it was rubbing off. I talked to the[redacted] man who made the arrangements. He called me back and said Hadeed would call me shortly and would come out the next morning to correct, but never did. I went out of town the next day for 6 weeks after putting the house up for sale. The Realtor had cleaning done.Desired Settlement: Regfund of $174 ($254 less cost of cleaning 2 bathrooms at $40 each).

Business

Response:

Dear Revdex.com,

Thank you for forwarding this complaint to me for review and response.

It has been over one year since this job was performed on 7/10/12. The customer admits he did not call our company until 9/26/12 to report a complaint, more than two months after the job was complete.

It is our policy to always offer to re-do a job if a customer is not completely satisfied with timely notice from the customer. Despite the delay in notice, we offered to inspect and re-clean the foyer. The customer declined indicating his "Realtor had cleaning done" presumably by another company or maid. We asked for the service invoice or proof thereof to analyze the particulars noted by the subsequent service provider; we were were not provided any documentation or details on what was done.

We note the customer praised the quality of our tile and grout cleaning work in the two bathrooms, it was the same crew who cleaned the foyer, and as previously noted we stand behind our work and would have been happy to re-clean the foyer had we been given an opportunity to do so. Simply re-funding money for work performed without any opportunity to re-inspect or re-clean is not a viable policy . When we offered to come back, the customer declined.

Inasmuch as the customer has rental property and a continuing need for these type of services, we will send the customer a $100.00 gift certificate to be used toward any of our carpet or other in-home cleaning services as appreciation for the past job, and to provide a substantial discount for any future service.

We sincerely appreciate the opportunity to respond, and hope to have the opportunity to further serve this customer as the gift certificate will provide for a three area wall-to-wall cleaning, or tile bathroom, for free.

Sincerely,

[redacted] Hadeed

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: While cleaning my carpets, the technicians dragged a desk and broke the leg away from the top of the desk. I immediately called the company and was transferred to the owner [redacted] Hadeed. He asked for pictures of the damage. They were provided in an email on July 5, 2013. He promised to review. I waited until July 10 and sent another email; no response. I called the company on July 12 and was told he would call me back; no response. I called again on July 15 and [redacted] Hadeed answered. He said he couldn't tell anything from the pictures. This has gone on entirely too long. It appears that Hadeed Carpet is not interested in making the situation right. I think I have given this company ample time to correct the problem but they have chosen to ignore my request.Desired Settlement: In my opinion I think the desk is damaged beyond repair. The leg has been pulled apart from the table top and there is chunks of the desk on our floor under the desk. If a third party agrees that it cannot be repaired, I would like Hadeed carpet to provide a fair monetary sum to replace the desk.

Business

Response:

Dear Revdex.com and [redacted],

Thank you for forwarding this complaint to Hadeed Carpet.

We are resolving this matter directly with the customer. Early last week we sent a Supervisor to [redacted]'s home, followed by a carpenter to attempt repair of the desk leg.

The carpenter opined that it is not repairable, whereupon I spoke to [redacted] and she indicated she would forward information from [redacted], the seller of the desk, to determine cost of desk.

We are working together in good faith and believe this matter will be satisfactorily resolved.

Sincerely,

[redacted] Hadeed

Review: I called [redacted] Rug Cleaning to have my 9 ft by 12 ft area rug cleaned. When the company came to pick up my rug, the van in the driveway advertised Hadeed-[redacted] Rug cleaning. Instead of being cleaned locally it was sent to [redacted] VA to a plant without my knowledge. Damien called from Hadeed to say rug need new backing. Rug delivered to me to access the backing. I refused the rug stating I was responsible for cleaning portion of bill but wanted to speak to a manager about backing issue. Since September 9th when rug was taken for cleaning I have made calls on 9/26, 10/1, 10/9, 10/13, and 10/18 and spoke with and/or left messages for various personnel of Hadeed. Customer service has been rude, indifferent, accusing and manager Trent C[redacted] has hung up on me accusing me of being rude. In the meantime, I have no idea of what plans are for my rug being repaired and returned to me or a bill for cleaning other than a pink copy of the original ticket with a balance of $436.64 due on a damaged rug.Desired Settlement: I would like for Hadeed to replace the backing at their cost because of the damage I feel was done as a result of their cleaning process not the age and condition of my rug. I am prepared to pay the cleaning portion of my bill of $436.64 after the repair has been made at Hadeed's cost. I will be very glad to see my rug again as it has been in their possession since September 9th with no returned calls for resolution from Mr. Hadeed, the owner, as has been promised to me by his personnel.

Review: Two different weekends, October 5 and the 12th, I scheduled carpet cleaning service with Hadeed. Both weekends, no one showed up to clean my carpet nor did they call to let me know why the technician did not show up. I had to call to find out why. Hadeed offered no incentive for me take the chance of rescheduling a third weekend in a row. It is extremely unprofessional to schedule service with your customers and never show up or call the customer to let them know why no one showed up. Hadeed should not treat customers that way, especially first time customers.

Business

Response:

Dear Revdex.com,

Thank you for forwarding this Complaint to me for review and response.

The manager of our In-Home cleaning division, [redacted], has attempted repeatedly to call and emailed the customer to discuss the complimentary service requested by the customer.

The customer has not returned repeated telephone calls or responded by email.

To resolve this matter it is important to have direct contact with the customer for scheduling and other purposes.

We wish to resolve this matter in good faith and await contact by the customer, who may call [redacted] or myself at ###-###-####.

Sincerely,

[redacted] Hadeed

Review: In March 2014, I had Hadeed Carpet Cleaning pick up 5 carpets (two large and three small) for cleaning. Shortly thereafter, I was contacted by [redacted] suggesting some repairs. He quoted me the prices washing and repairs which would amount to between $700-800.00. I asked for a final invoice with the total amount. He told me that he didn't have that information, that [redacted] in Accounting would contact me. He said she would send it in the mail. I provided my e-mail address to expedite the process. I didn't receive anything, so a week later, I called again and [redacted] said he had sent [redacted] the information but he would send her another message to contact me with the final amount. Another week goes by and I don't receive any phone calls, e-mails, or paper mail. On Saturday, April 12, my movers arrive at Hadeed carpet to pick up the rugs and they would not release them. At that time I received a phone call from Hadeed asking for payment. I asked for the final amount and the lady on the phone quoted me $1050.00. I told her I haven't received any invoices and I need one before I can approve payment. She didn't want to send me one but I insisted. Within 15 minutes, I receive the invoice and it is for over $1900.00, more than twice what was originally quoted to me by Damian, and the lady on the phone. I called back and requested a manager. I was put in contact with someone who said they were the Vice President. She indicated she was surprised at the entire scenario because she said they don't generally do work without at least partial payment. She insisted that [redacted] should have been able to send me an invoice or at least quote me a final price. She demanded payment because services were rendered. However, they proceeded with the services without providing me a full estimate. I would never have agreed to all of the work if I had known the final amount. It also seems that the final amount was different with each person I spoke to so I question the validity of the invoice as well as the charges on my credit card.Desired Settlement: I want a refund for $1000.00 which is the amount in question. There is a big difference between $700-800.00 and $1050.00 and $1936.

Review: When I spoke to the representative, I asked him about the nature of the cleaning of our rug.. He said it is all done by hand and the cost would be $280.00. I asked him if that wsa the full price with no hidden costs and he said yes. When the rug was brought back, it was damaged. It was frayed around the edges (this was a $1,500.00 hand made rug). They said that we needed a pad which would cost us $200.00; we refused. Then they told us the charge for the service was $450.00. I told them I was quote $280.00 but they said that it was $450.00 so I called the company while they were still at our house and spoke to someone there who was very rude to me. He kept saying that they did an extra service so that is why it was $450.00. I told him that I repeatedly asked the representative if the $280.00 was the FULL cost with no hidden costs and he told me yes, that it was. Well the man I spoke with on the phone the day of delivery told me that that was wrong; it was $450.00. He finally said he would charge me $350.00. I accepted that but it was still more than originally quoted PLUS the fact that the rug came damaged and they wanted us to pay $200.00 for the pad!.Desired Settlement: I feel we should be refunded in full as our rug is damaged now and it was a very expensive rug. I feel that we should be refunded even more than the service charge as, again, our rug is destroyed.

Business

Response:

Dear Revdex.com,

Thank you for forwarding this complaint for response. As the customer indicates, the customer provided a hand woven rug for a thorough hand washing. The telephone estimate was based upon the representation the rug was an 8' X 11', and at this size with our 20% discount the cost of the basic washing is $281.60. The customer was given an accurate telephone estimate based upon the size represented. The rug actually measured 8'6" X 11'1", which increased the cost of the basic washing to $316.80. The only other factor affecting pricing is that the customer, the spouse of the customer making the complaint, requested an additional soaking and neutralizing, which is a guaranteed odor elimination process wherein the rug is soaked after the first washing, then washed a second time and an anti-bacterial flush is used in the second rinsing. This process is commonly associated with pet urine, any substance which contains odor causing bacteria. The cost of the second washing was $108.90. The total bill was $425.70. When the spouse who submitted the complaint was at home receiving the rug he called our offices to discuss the invoice. We explained everything I have described above, and gave the customer an additional $75.00 discount with an apology for any misunderstanding. The customer thanked us and paid, accepting delivery. The invoice was closed 10/14/13. We do not know why a complaint was submitted over one month later. We received no complaint of dissatisfaction with cleaning or anything else. We do sincerely appreciate the customer's business, certainly did no damage to the rug, and never received any complaint about damage either at the time of delivery or thereafter. Had we received any question about the quality of our work we would have immediately dispatched an inspector to the customer's home.

Again, we appreciate our customer's business, believe all pricing was accurate for the services rendered, provided a further discount at time of delivery as an accommodation to the customer and the matter was closed. We remain willing to have an inspector examine this rug with respect to alleged damage if the customer so chooses. Our service invoice we were to be notified of any such issue within 10 days of delivery, however, we remain willing to do so to understand the alleged nature and extent of damage.

Sincerely,