Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] The claim by Thomas that the rugs were picked up and re-cleaned is an out and out lie The rugs were NOT picked up and re-cleanedThe rugs do not have years of soil and dirt...as they have been professionally steam cleaned at least once a year since I purchased them new He told me on the phone that he never saw the rugs and that the cleaning was simply handled by his "guys" in the back after telling me on the telephone prior to their being picked up that he personally oversaw the cleaning process on all rugs that come in for cleaningThis company owes me a full refund!
Thank you Mr [redacted] for using our company I am very sorry you were displeased with our serviceAll of us at Thorolclean strive to give our customers the best cleaning and service possible, and stand behind all services.When I spoke to Mr [redacted] to schedule the appointment, he informed me of his sensitivity to dustMr [redacted] documented the cleaning with photos and video as did our techniciansWe pulled out about gallons of dirt, dust and debris that collected on our filtersWe showed Mr [redacted] this debris and he appeared to be very pleased.Immediately after the cleaning, Mr [redacted] called to inform me there was dust on the furnitureI let him know I would send the techs out that same day to clean and remove any dust however he declinedI asked if we could take a look at the problem at his convenience so we could resolve the issue as soon as possible and his reply was he would get back to meThere was no dust that I could see from any photos taken by my techsWhen I spoke to him on the phone regarding his complaint there was never any mention of missed vents, anti-allergen spray or any other issues regarding our cleaningWe seal each vent with an air tight Plexiglas cover attached to our truck mounted hepa-vac that creates extreme vacuum through the duct systemIt does not force air rather it extracts airIf there were any dust on the furniture it is was more than likely there before the cleaningWe offered to send our crew to resolve this issue and made several attempts to schedule the cleaning, however none of our calls were returnedUnfortunately we were never afforded the opportunity to see the problem or resolve this issue I would like to offer Mr [redacted] 25% off any of our services and thank him for his patience SincerelyThomas C***
Using our method all fine particulates were removed and the rugs were cleaned and washedWhen Mr [redacted] called and stated he was not satisfied with the cleaning, we picked up the rugs cleaned and washed rugs again and delivered them at no additional chargeMr [redacted] s rugs are clean and soil freeWhat he is complaining about is permanent staining and ware from years of traffic on a natural wool rugWe explained to Mr [redacted] some stains and ware can be permanent to wool rugs and was clearly stated on the disclaimer he signedAs far as companies stating the can do better Mr [redacted] does not mention any names nor is there any proof there can achieve better resultsMy original of 25% off any of our cleaning services still standsThank you
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] The claim by Thomas that the rugs were picked up and re-cleaned is an out and out lie The rugs were NOT picked up and re-cleanedThe rugs do not have years of soil and dirt...as they have been professionally steam cleaned at least once a year since I purchased them new He told me on the phone that he never saw the rugs and that the cleaning was simply handled by his "guys" in the back after telling me on the telephone prior to their being picked up that he personally oversaw the cleaning process on all rugs that come in for cleaningThis company owes me a full refund!
Thank you Mr [redacted] for using our company I am very sorry you were displeased with our serviceAll of us at Thorolclean strive to give our customers the best cleaning and service possible, and stand behind all services.When I spoke to Mr [redacted] to schedule the appointment, he informed me of his sensitivity to dustMr [redacted] documented the cleaning with photos and video as did our techniciansWe pulled out about gallons of dirt, dust and debris that collected on our filtersWe showed Mr [redacted] this debris and he appeared to be very pleased.Immediately after the cleaning, Mr [redacted] called to inform me there was dust on the furnitureI let him know I would send the techs out that same day to clean and remove any dust however he declinedI asked if we could take a look at the problem at his convenience so we could resolve the issue as soon as possible and his reply was he would get back to meThere was no dust that I could see from any photos taken by my techsWhen I spoke to him on the phone regarding his complaint there was never any mention of missed vents, anti-allergen spray or any other issues regarding our cleaningWe seal each vent with an air tight Plexiglas cover attached to our truck mounted hepa-vac that creates extreme vacuum through the duct systemIt does not force air rather it extracts airIf there were any dust on the furniture it is was more than likely there before the cleaningWe offered to send our crew to resolve this issue and made several attempts to schedule the cleaning, however none of our calls were returnedUnfortunately we were never afforded the opportunity to see the problem or resolve this issue I would like to offer Mr [redacted] 25% off any of our services and thank him for his patience SincerelyThomas C***
Using our method all fine particulates were removed and the rugs were cleaned and washedWhen Mr [redacted] called and stated he was not satisfied with the cleaning, we picked up the rugs cleaned and washed rugs again and delivered them at no additional chargeMr [redacted] s rugs are clean and soil freeWhat he is complaining about is permanent staining and ware from years of traffic on a natural wool rugWe explained to Mr [redacted] some stains and ware can be permanent to wool rugs and was clearly stated on the disclaimer he signedAs far as companies stating the can do better Mr [redacted] does not mention any names nor is there any proof there can achieve better resultsMy original of 25% off any of our cleaning services still standsThank you