Heaven's Best Carpet & Upholstery Cleaning

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For[redacted] Revdex.com Response to ContractorSeptember 25, 2016Contractor’s Response to my statement of the Problem in red:My response to the contractor is in blue:1. “Owner refuses to complete the work.  Items cited as defective on the final punch out/walk through with his employees were shown in person and photographed.  The owner refuses to inspect himself or even confirm he’s looked at the photos or discussed what his employees visually saw at my home that was defective.”All items on the Rebuild Final Walk Through ([redacted] A) have been completed.  Please note, there is no mention of the caulk, paint overspray or walls requiring additional paint on the walk through.  And, the General Manager of Spartan performed several preliminary walk throughs with Mr. [redacted] and swiftly resolved any items as they presented themselves.   Item 2 (painting) and item 3 (Trim work, Doors) were not completed.  Please reference the highlighted sections ([redacted] A, B, and C).  There have also been numerous emails sent to Spartan documenting my dissatisfaction with the work performed at various stages of the project. On 08/02/16, Mr. [redacted] sent an email to Jim B[redacted], owner, “thank you him for stopping by 2 weeks ago” ([redacted] B).  This deems the statement Mr. [redacted] makes that the owner refuses to inspect himself is false.  Owner, Jim B[redacted], attended the final walk through which is the most important on any project. Mr. B[redacted] made ONE appearance, despite the many problems throughout this overdue project which began in March.  I repeatedly sought his assistance, but did not receive it.  He was not present for the final walk through at the end of the project. On 08/20/16, Mr. [redacted] signed the Certificate of Satisfaction ([redacted] C) presented to him by our carpet crew while they were on site performing a free carpet cleaning and Scotchguard treatment ($500 value).  He did show the crew items he was bothered about but they are not trained Spartan technicians.  They were polite and listened to Mr. [redacted] and even took pictures when asked.  Upon their return, the crew relayed the items to Spartan.  I left Mr. B[redacted] a voice mail the day before his carpet cleaners were to clean my carpet and he did not return my phone call.  His carpet cleaners instead told me they would take pictures of the problems and that I must complete a Certificate of Satisfaction (survey) in order to receive the “complimentary carpet cleaning.”  Please note, this complimentary carpet cleaning is included in the Rebuild Final Walk Through ([redacted] A) which was offered after months of complaints there were fumes emanating from the installation that caused my family severe headaches.   On 08/26/16 via email ([redacted] D), we addressed the items Mr. [redacted] spoke to the crew about on 08/20/16 and agreed to return and fix the missing caulk and paint overspray.  However, we will not perform additional painting of the walls.  The imperfections Mr. [redacted] notices are in the drywall installed by original builder and additional paint will not change these deficiencies.  This is incorrect.  As we explained to the carpet cleaners, since Mr. B[redacted] refused to inspect the project at completion there are large areas where paint is missing or uneven in application.  Mr. B[redacted] has yet to make an appearance to inspect the project since mid-July (current date: 9/25/16). 2. “The owner is demanding final payment and threatening to have his attorney start collections and levy a mechanic’s lien on my home if I don’t pay him in spite of my repeated assertions the work has not been completed to my satisfaction.”On 09/15/16, Spartan sent an email ([redacted] E) to Mr. [redacted], requesting for the second time to schedule an appointment to return and complete two agreed upon items, that are not even on the scope of work, for Mr. [redacted] at no charge.  To protect our company, we had to inform Mr. [redacted] of our right to seek legal action if payment is forfeited.  We were not being aggressive but purely informative as we are with all customers once services are complete and payment is due.   Mr. B[redacted] has made this hyper aggressive threat almost half a dozen times.  He’s spent a great deal of time across several emails telling me how he is going to have his attorney go after me and “negatively impact my credit.”  Reference [redacted] E, page 3, where I have tried (more than once) to reason with him that he should investigate this matter, instead of make threats, in order to avoid a lengthy legal situation and resolve the matter quickly.  He has declined and responds with more threats ([redacted] E, pg. 2).  The problem is that he doesn’t read some of his own standards he forwards to me.  See highlighted sections on pg. 2 of [redacted] E on final walk through and customer satisfaction.  He totally neglects to keep the customer’s opinion in mind on this part or takes a snapshot comment in time and doesn’t listen to anything else that’s said after that.3. “He has submitted a false official statement to my insurance company certifying the work was complete to my satisfaction in order to have the final payment issued.”  Spartan did not at any time submit a false statement to [redacted].  Per industry procedures, we simply provided [redacted] with the required paperwork that they needed to close out this claim on their end.  They are required to close claims as quickly as possible and we will not delay this for them.  [redacted] requires submission of the Certificate of Satisfaction ([redacted] C).  This document was signed by Mr. [redacted] without coercion on 08/20/16.  He was able to voice any concerns at that time on the document; which he did.  [redacted] does not take any remarks into consideration when closing the claim as they are between Mr. [redacted] and Spartan. This is patently false.  In order to have [redacted] release the funds, Spartan certified the work was complete and that I was satisfied with the project.  Mr. B[redacted] knew for a fact this was not the case as I had been in repeated written contact with his company and him about my dissatisfaction.  Note [redacted] C, which is nothing more than a survey, where I document my total dissatisfaction and handwrite at the bottom the open ended nature of the project.[redacted] A, number 6; [redacted] B, last sentence and other highlighted sections; [redacted] C, number 5 and additional concerns; Mr. [redacted] property has been returned to pre-loss condition. No, it is not!During this rebuild, Spartan works for Mr. [redacted] and [redacted].  They are both customers and both are equally important.  We work closely with each of them and do whatever it takes to assist them.  It is reckless for Mr. [redacted] to make such a statement about our company “submitted a false official statement…” without knowing the facts about the terms [redacted] has set for the required paperwork.       4. “The insurance company mailed the check to me.  I advised them he committed fraud because he had not completed the work and I was not satisfied.  They advised me I could hold on to the check and take legal action if he refused to complete the work.”Spartan did not request any payments to be sent directly to us.  At no point would we request a check be send directly to us without customer approval first.  We did not attempt in any way to bypass Mr. [redacted].  On 08/26/16 and 09/15/16 via email (Exhibits D & E), we have agreed to return to his property and address missing caulk and paint overspray; even though, neither of these items are related to the rebuild.  To date, Mr. [redacted] has not attempted to schedule. Per [redacted], this claim is closed and they will not be involved in this matter.  This is now considered a civil situation and if Mr. [redacted] called [redacted] he would be informed of the same.    Mr. B[redacted]’s statement he did not request the payment be sent to him is immaterial.  The procedure for [redacted] is to send the check directly to the policyholder/homeowner.  Mr. B[redacted] tried to circumvent the process by certifying the job was complete to my satisfaction and obtain the check before the work was complete to my satisfaction.  I have notified [redacted] regularly of the difficulties I have had with this company and their practices.  The paint on the threshold is a result of the painting that was done during the rebuild.  The repeated statements Mr. B[redacted] makes about the work not being “in scope” is nonsense.  If you make a mistake or don’t finish a job, you need to fix it and complete the work correctly.  Desired Settlement:1. “I want him to finish painting the walls that were never completed correctly initially.  I showed his carpet cleaning foreman who took photographs what was defective and why.”Per 09/15/16 email ([redacted] E), we brought the opening statement to the rebuild estimate to Mr. [redacted] attention.  It states exactly how an inspection should be conducted on a painted wall.  The painting and all requested touch ups are complete as stated in the signed Rebuild Final Walk Through ([redacted] A).  We are not required to perform additional painting of the walls.  The imperfections Mr. [redacted] notices are in the drywall installed by original builder and additional paint will not change these deficiencies.   [redacted] E also states that, “a final walk through will be conducted at the completion of work to ensure satisfaction of job.”  Since Mr. B[redacted] was not present, despite my phone call the day before his carpet cleaners came over to clean the carpet, he did not visually inspect the project at the final walk through.  He further instructed his carpet cleaning foreman to do it for him and take photographs of my concerns.  There were phone calls made that day of the carpet cleaning.  2. “I also want the paint removed from the threshold going into the basement and the same caulked as he agreed to do.  I want all this done at no additional cost.”Per [redacted] D & E, we have agreed to these two items and have no problem returning to finish them. 3. “He has damaged some of my front yard while his carpet cleaning crew cleaned the carpet in my basement.  I want compensation or new sod for that as well.”At no time has Mr. [redacted] reported to Spartan about any damage to his front yard.  This is the first we are hearing of this and we have had several email communications between us since 08/20/16 when the carpet cleaning was performed.  Our trucks are self-contained cleaning systems and there is no dumping waste water at customer’s property.  We did not run a solution line through his yard and didn’t touch the grass at any time.  We have discussed this accusation with our crew and have been assured they were nowhere near the yard but solely in the driveway during their time at his property.  Mr. [redacted] was present for the entire cleaning appointment and watched the crew perform the work.  We also emailed Mr. [redacted] prior to the appointment (see [redacted] F) so he was fully aware of what to expect during the appointment.  We find this statement made by Mr. [redacted] is false.    The damaged yard is directly beside where the van was parked and I have photographs after they left.  I did not watch them the whole time.  [redacted] F does nothing to describe what they would do in my driveway other than park there.  The [redacted] also does not explain the cleaning process prior to or after the carpet cleaning.  The two-man crew was not always together and one of the two was clearly less experienced than the other.  The less experienced one was out in the van by himself getting things started.  Again, Mr. B[redacted] was not here so I find his statement about his opinion of my statement being false somewhat ironic.[redacted] Closing Statement:Almost since the beginning of this project in March 2016, it has been very difficult dealing with Spartan Emergency Water Removal:   • I requested upfront at the very outset of the project, after missing 4 days of work to get the project started, to do as much of the work on weekends as possible due to medical appointments I would miss work for.  I was assured that was not a problem.  Had it been a problem, I would have chosen a different contractor. • There were frequent communication problems between the office staff and field supervisor.  The problems became so pervasive that I sought assistance from Mr. B[redacted].  He promised to address the problem, but things did not improve.  One of the concessions Adam, the field supervisor offered to do as a token of good will for all the problems I had experienced was to bring a ladder by to help me change light bulbs in my foyer.  He assured me they had the ladder in their office so it wasn’t a big deal.  It wasn’t until I started reading some of the recent emails from Mr. B[redacted] that it turned into something more.  It’s also very odd to me to offer something complimentary, but then attach strings to it and hold it over their head later in a dispute as is the case with the carpet cleaning.o My family and I had severe headaches for weeks after the new carpet was installed and the carpet cleaning was offered in response to that.• I had to deal with unprofessional and hostile contractors on my own due to the total absence of any oversight by Spartan.  At one point, one of the subs was so hostile he was calling me on my cell phone and yelling at me because of things he had made mistakes with at my house.  That’s when I called Mr. B[redacted] (I couldn’t reach Adam) and told him I didn’t want him back in my home with that unprofessional attitude and work ethic.  Spartan was not present the vast majority of the time to monitor or provide oversight which was something I voiced concern about more than once.• I don’t believe you should boast about a subcontractor painting more than you told him because you didn’t communicate the job properly.  In addition, the areas mentioned in the closing statement were all areas I would have expected to be painted from the initial walkthrough. • I have had to endure numerous phone calls and emails harassing me about the same topics on a super aggressive scale.  At no point has this contractor proven to be professional, reliable or trustworthy to see a project through to its completion in a quality manner.  This project began in March 2016 and is still not complete at the end of September 2016.  The insurance company withholds depreciation, as the standards Mr. B[redacted] recites to me, until the customer and contractor have completed a final walkthrough and the customer is satisfied with the work.  Mr. B[redacted] doesn’t seem to care about industry practices or his customer and wants to bully his customer into getting paid.

Customer’s Statement of the Problem:1.“Owner refuses to complete the work.  Items cited as defective on the final punch out/walk through with his employees were shown in person and photographed.  The owner refuses to inspect himself or even confirm he’s looked at the photos or...

discussed what his employees visually saw at my home that was defective.”All items on the Rebuild Final Walk Through ([redacted] A) have been completed.  Please note, there is no mention of the caulk, paint overspray or walls requiring additional paint on the walk through.  And, the General Manager of Spartan performed several preliminary walk throughs with Mr. [redacted] and swiftly resolved any items as they presented themselves.   On 08/02/16, Mr. [redacted] sent an email to Jim B[redacted], owner, “thank you him for stopping by 2 weeks ago” ([redacted] B).  This deems the statement Mr. [redacted] makes that the owner refuses to inspect himself is false.  Owner, Jim B[redacted], attended the final walk through which is the most important on any project.    On 08/20/16, Mr. [redacted] signed the Certificate of Satisfaction ([redacted] C) presented to him by our carpet crew while they were on site performing a free carpet cleaning and Scotchguard treatment ($500 value).  He did show the crew items he was bothered about but they are not trained Spartan technicians.  They were polite and listened to Mr. [redacted] and even took pictures when asked.  Upon their return, the crew relayed the items to Spartan.  On 08/26/16 via email ([redacted] D), we addressed the items Mr. [redacted] spoke to the crew about on 08/20/16 and agreed to return and fix the missing caulk and paint overspray.  However, we will not perform additional painting of the walls.  The imperfections Mr. [redacted] notices are in the drywall installed by original builder and additional paint will not change these deficiencies.  2.“The owner is demanding final payment and threatening to have his attorney start collections and levy a mechanic’s lien on my home if I don’t pay him in spite of my repeated assertions the work has not been completed to my satisfaction.”On 09/15/16, Spartan sent an email ([redacted] E) to Mr. [redacted], requesting for the second time to schedule an appointment to return and complete two agreed upon items, that are not even on the scope of work, for Mr. [redacted] at no charge.  To protect our company, we had to inform Mr. [redacted] of our right to seek legal action if payment is forfeited.  We were not being aggressive but purely informative as we are with all customers once services are complete and payment is due.       3.“He has submitted a false official statement to my insurance company certifying the work was complete to my satisfaction in order to have the final payment issued.”  Spartan did not at any time submit a false statement to [redacted].  Per industry procedures, we simply provided [redacted] with the required paperwork that they needed to close out this claim on their end.  They are required to close claims as quickly as possible and we will not delay this for them.  [redacted] requires submission of the Certificate of Satisfaction ([redacted] C).  This document was signed by Mr. [redacted] without coercion on 08/20/16.  He was able to voice any concerns at that time on the document; which he did.  [redacted] does not take any remarks into consideration when closing the claim as they are between Mr. [redacted] and Spartan. Mr. [redacted] property has been returned to pre-loss condition. During this rebuild, Spartan works for Mr. [redacted] and [redacted].  They are both customers and both are equally important.  We work closely with each of them and do whatever it takes to assist them.  It is reckless for Mr. [redacted] to make such a statement about our company “submitted a false official statement…” without knowing the facts about the terms [redacted] has set for the required paperwork.       4.“The insurance company mailed the check to me.  I advised them he committed fraud because he had not completed the work and I was not satisfied.  They advised me I could hold on to the check and take legal action if he refused to complete the work.”Spartan did not request any payments to be sent directly to us.  At no point would we request a check be send directly to us without customer approval first.  We did not attempt in any way to bypass Mr. [redacted].  On 08/26/16 and 09/15/16 via email (Exhibits D & E), we have agreed to return to his property and address missing caulk and paint overspray; even though, neither of these items are related to the rebuild.  To date, Mr. [redacted] has not attempted to schedule. Per [redacted], this claim is closed and they will not be involved in this matter.  This is now considered a civil situation and if Mr. [redacted] called [redacted] he would be informed of the same.    Desired Settlement:1.“I want him to finish painting the walls that were never completed correctly initially.  I showed his carpet cleaning foreman who took photographs what was defective and why.”Per 09/15/16 email ([redacted] E), we brought the opening statement to the rebuild estimate to Mr. [redacted] attention.  It states exactly how an inspection should be conducted on a painted wall.  The painting and all requested touch ups are complete as stated in the signed Rebuild Final Walk Through ([redacted] A).  We are not required to perform additional painting of the walls.  The imperfections Mr. [redacted] notices are in the drywall installed by original builder and additional paint will not change these deficiencies.    2.“I also want the paint removed from the threshold going into the basement and the same caulked as he agreed to do.  I want all this done at no additional cost.”Per [redacted] D & E, we have agreed to these two items and have no problem returning to finish them. 3.“He has damaged some of my front yard while his carpet cleaning crew cleaned the carpet in my basement.  I want compensation or new sod for that as well.”At no time has Mr. [redacted] reported to Spartan about any damage to his front yard.  This is the first we are hearing of this and we have had several email communications between us since 08/20/16 when the carpet cleaning was performed.  Our trucks are self-contained cleaning systems and there is no dumping waste water at customer’s property.  We did not run a solution line through his yard and didn’t touch the grass at any time.  We have discussed this accusation with our crew and have been assured they were nowhere near the yard but solely in the driveway during their time at his property.  Mr. [redacted] was present for the entire cleaning appointment and watched the crew perform the work.  We also emailed Mr. [redacted] prior to the appointment (see [redacted] F) so he was fully aware of what to expect during the appointment.  We find this statement made by Mr. [redacted] is false.    Spartan’s Closing Statement:Since the beginning of this project we have went above and beyond for Mr. [redacted] to include the following:   •We accommodated his schedule and worked after hours and mostly weekends and did not charge the higher rate for these appointment times.  •We performed services for him that were not noted in the agreed upon scope of work; to include purchasing a 14ft ladder so we could change lightbulbs in his foyer chandelier so he wouldn’t have to do it on his own.  As well as, providing $500 worth of carpet cleaning and Scotchguard protection.   •We changed contractors mid-project at his request which is very difficult to do in our industry.•We painted the following areas and did not add to scope of work or charge Mr. [redacted]: oHallwayoHall ClosetoStairway•We repaired the hallway opening where the builder had painted over a very noticeable dent in the drywall.   We have spoken on several occasions with Mr. [redacted], and he has agreed, to the fact that the items he has presented are actually pre-existing conditions from original builder’s work and do not reflect on the work Spartan performed. We pride ourselves on our high customer service standards and will do anything for them.  However, during our time with Mr. [redacted], he continually adds items or finds additional fault in completed items.  We are anxious to resolve this matter with him but we are not sure at what point Mr. [redacted] will actually be satisfied with our service enough to release the final payment.Jim B[redacted], Spartan owner, reached out to Mr. [redacted] following the Revdex.com review to reassure him we will be able to resolve this situation.  We have no ill will toward Mr. [redacted].  We eagerly want to return to complete the two free services and collect payment.  We are confident this project can come to a close as long as Mr. [redacted] is willing to agree we have completed the approved upon scope of work for the rebuild entirely.  And, understand that the request for additional wall painting is unwarranted.