Holiday Carpet Cleaning

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The Customer was told if he felt we did any damage to contact his home owners insurance company who would in turn be in touch with our insurance companyThey then will do an investigation to see if our equipment actually did damageThe machine that was used is a floor cleaner and is impossible to
puncture anythingif it was able to puncture it would have literally shredded the flooring while we cleanedWe will not issue a refund because we performed a service and that service was providedWe have had customers in the past try to submit claims on damage to there homes to avoid having to pay out of there own pocket for repairsIf it was truly our equipment that did any damage the insurance companies would get to the bottom of it

Hello!I am emailing in regards to complaint number ***.I have spoken with the company, and I discussed at length with ***I appreciated the phone call backA large part of my anger resulted in the company ignoring my phone calls and refusing to acknowledge the situationToday, ***
apologized and explained some aspects of the situation at lengthI can see how a misunderstanding occuredI appreciated the phone call, and I discussed with ***, how an apology from ***, the owner, would suffice in my considering the complaint resolvedShe stated that she would discuss this with *** and respond to me tomorrowIf he does call and acknowledge the situation, even if he does not come back and reclean the carpets, I will consider the situation resolved, and I really appreciated *** discussing it with meI explained to her how it was unprofessional to not attempt to resolve the situation on Friday and she apologized.I wanted to update you on the situation.Thank you for your help.Have a good day,*** ***

This has been resolved with the customer! We mailed her a partial refund in which she agreed upon!

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

They did an awesome job of cleaning my carpets fast and efficient very friendly and professional. Would recommend them to everyone will defiantly be hiring them again!!!

I am doing somthing I've never done; write a review for a company. My hope is that you, the reader, will listen to my experience as I can't understand why they would receive anything other than positive reviews. [redacted] and [redacted] have taken care of our residential carpets for the past 10 years. They have always been friendly, honest, and completely resonable. Yesterday, I called in a panic because I had spilled 1/2 gallon of paint on our rug (please note that if you make the same mistake I did, you must keep the area wet with white cloth towels). [redacted] and [redacted] worked to fit me in their busy schedule around a time that would be convenient for me to see if they could help. They made no guarantees or promises with regard to the paint, but assured me that they would try their best. [redacted] worked his magic and the paint stain is no longer visible.
Additionally, we have a dog that has her favorite spot in our home. [redacted] is always able to remove her dander/dirt spots from our carpet as well as get our stairs looking new. We highly recommend Holiday Carpet Cleaning and will never use anyone else.

Review: Very poor customer service and poor product.

1) We hired Holiday Carpet cleaning to clean our carpets prior to moving into our new house (10 year old house, carpets in mostly- good condition, no serious stains, just a routine carpet cleaning for purchasing a new home).

Holiday carpet cleaning came to our house and cleaned our carpets. They were extremely rude to us because we were not ready for them to arrive 2 hours early to the appointment. When they cleaned the carpets, two situations arose. 1) the carpets stunk after cleaning (which they did not do prior to cleaning). 2) there was a small stain upstairs in the bedroom which their carpet cleaning DID NOT remove, but I was able to remove with soap and water. I removed half the stain and left the other half. I called Holiday Carpet Cleaning for a re-clean. They agreed to come the next Friday at 10am.

2) They changed the carpet cleaning time from 10am to 1:30pm and then were late to the appointment. Upon arrival, [redacted] was hostile, confrontational, and refused to clean the carpets. Finally, he agreed to clean the upstairs carpets but refused to clean the downstairs (which were also smelly), and remove the stain (which, after he left, I was able to remove with soap/water- again indicating that he did a poor job cleaning the carpets). He also refused to clean the actual stairs.

What doesn't make sense to me- it took 30 minutes total the first time, to clean all the carpets. It took him 15 minutes the second time, to clean half of the carpets. WHY NOT just spend the extra 15 minutes cleaning the remaining carpet and have a satisfied customer? For the record, the upstairs carpets, that were cleaned a second time, no longer stink. SO if they had just stayed 15 minutes longer, to clean the remaining carpet/stairs, then there wouldn't be an issue.

When I called to have the situation rectified, the receptionist was rude, but promised to resolve the situation THAT DAY and make a return phone call. 3.5 hours later and no return phone call. The situation was not rectified.

I then went online to make a complaint, and found that this situation has happened several times before. It is asinine to me that a company can continue to perform this way. I am a nurse and held strictly to the rules of Press Ganey and customer satisfaction. In the hospital, we do everything we can to make customers happy. This same level of customer satisfaction should apply in all businesses. The solution to this problem was simple- spend 15 minutes more to clean our carpets, and you have a happy customer.

Overall, the customer service has been appalling. It is terrible, awful. I would like a resolution to this situation. I just want my carpets cleaned properly. It is awful to me that this company actually made the situation worse.Desired Settlement: We would either like, a) the two remaining downstairs rooms with stinky carpet (that was not Stinky prior to the first cleaning) (the two rooms they refused to clean), and the stairs (same situation- is now smelly but was not smelly prior, and they refused to clean the stairs) properly cleaned. So we would either a) like these rooms cleaned.

OR b) IF they refuse to come clean them, we would like a refund of the total amount of 157$ for the carpet cleaning, as we will now have to get the carpets RECLEANED.

We do not require compensation for the absolutely terrible customer service, we just want this situation rectified.

Consumer

Response:

Hello!I am emailing in regards to complaint number [redacted].I have spoken with the company, and I discussed at length with [redacted]. I appreciated the phone call back. A large part of my anger resulted in the company ignoring my phone calls and refusing to acknowledge the situation. Today, [redacted] apologized and explained some aspects of the situation at length. I can see how a misunderstanding occured. I appreciated the phone call, and I discussed with [redacted], how an apology from [redacted], the owner, would suffice in my considering the complaint resolved. She stated that she would discuss this with [redacted] and respond to me tomorrow. If he does call and acknowledge the situation, even if he does not come back and reclean the carpets, I will consider the situation resolved, and I really appreciated [redacted] discussing it with me. I explained to her how it was unprofessional to not attempt to resolve the situation on Friday and she apologized.I wanted to update you on the situation.Thank you for your help.Have a good day,[redacted]

Business

Response:

This has been resolved with the customer! We mailed her a partial refund in which she agreed upon!

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,