HydroSteam Carpet Care LLC

On March 8th, 2017 I called the customer to notify her that I would be arriving at her residence in 45 minutes to clean her carpets. When I arrived on time, nobody was home and waited about 15 minutes until the customer's brother finally arrived. After doing the initial...

walk-through of the residence I explained to the gentleman that the carpets have been severely neglected. The carpet was a light beige in color and the high-traffic areas were solid black, there were countless stains throughout, and the carpets had an excessive amount of debris and hair throughout. When going over expectations with the customer's brother I informed him that he will have to vacuum prior to me cleaning, because the debris on the carpet would clog my wand and make the cleaning difficult. When, scheduling the job I informed the customer over the phone that we expect the carpets to be vacuumed and all breakables removed from any furniture that is to be moved, prior to cleaning. I also informed the gentleman that the square footage exceeded what was allowed under the groupon and that there would be a $35 charge for the additional area. He called the customer and she became agitated that the areas exceeded the square footage limit and that I asked them to vacuum the carpets before cleaned.  The customer removed one bed room from the order to avoid going over the allowed square footage and told me to proceed with the cleaning. At that point, I told her I would do the best I could, but the carpets were in really poor shape. Once, the gentleman hung up the phone, I informed him that I would be spending a few minutes setting up and he said he would start vacuuming. After setting up, he had not vacuumed and I asked him again and he said he would. After waiting an additional 10-15 minutes outside while he was suppose to be vacuuming, I came back inside to perform the cleaning and found him sleeping in his car in the street and nothing had been vacuumed. I proceeded to pre-spray the carpet and clean the carpet to the best of my ability. During the cleaning there was a difference in the appearance in the traffic areas, removed several stains, and most of the debris. It's common practice that during the cleaning, I show the customer the difference and go over any spots that were not removed and why. Because the customer was not there and her brother was sleeping in his car I could not do that on this particular job.     The customer called me a few days later and told me that she was not happy. I informed her that I cleaned the carpets to the best of my ability. She became insulting, negative, and demanding and I explained to her that due to the extreme neglect of her carpet, the excessive debris, and the lack of preparation that there was not much more I could do to improve the appearance of her carpet. She grew increasingly rude, at which point I terminated the conversation.