I would first like to thank Mr [redacted] for bringing us his rugs He is one of our valued repeat customersWhen he brought the wool rugs to our shop, we had him fill out as we do all customers a cleaning declaimer informing all customers while we are able to clean wool we are not able to reverse damage such as wear or permeant stains (synthetic or organic dyes) on natural fibersThe rugs had some areas composed of natural wool with no dyes or pigmentsThis type of wool is highly susceptible to permanent staining and wear and extremely difficult to cleanWhile we were able to remove the dry soil and the majority of stains, there was some permanent staining and traffic wear on the rugWe did explain this to Mr [redacted] on two occasions and it is stated in the disclaimer he read signedTo retain him as our valued customerI would like to offer Mr [redacted] a 25% off his next cleaning and thank him for his businessThomas
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 response. If the consumer does not provide a reason the complaint will be closed Answered] I am not a repeat customer of Thoroclean and had never used their service for rug cleaning prior to this. I did not deliver the rug to Thoroclean they picked it up at my home and took it to their facility for cleaning. This isn't a matter of one or two isolated spots not coming clean, it is a matter of the entire rug NOT coming clean AT ALL. I have as I stated previous had two other rug companies look at the rug and both have told me that if the rug had been properly treated and cleaned it would have come CLEAN.
Thank you Mr. [redacted] for using our company. I am very sorry you were displeased with our service. All 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 dust. Mr. [redacted] documented the cleaning with photos and video as did our technicians. We pulled out about 1.7 gallons of dirt, dust and debris that collected on our filters. We 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 furniture. I let him know I would send the techs out that same day to clean and remove any dust however he declined. I 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 me. There was no dust that I could see from any photos taken by my techs. When 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 cleaning. We seal each vent with an air tight Plexiglas cover attached to our truck mounted hepa-vac that creates extreme vacuum through the duct system. It does not force air rather it extracts air. If there were any dust on the furniture it is was more than likely there before the cleaning. We offered to send our crew to resolve this issue and made several attempts to schedule the cleaning, however none of our calls were returned. Unfortunately 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[redacted]
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 response. If 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-cleaned. The 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 cleaning. This company owes me a full refund!
I would first like to thank Mr [redacted] for bringing us his rugs. He is one of our valued repeat customers. When he brought the wool rugs to our shop, we had him fill out as we do all customers a cleaning declaimer informing all customers while we are able to clean wool we are not able to...
reverse damage such as wear or permeant stains (synthetic or organic dyes) on natural fibers. The rugs had some areas composed of natural wool with no dyes or pigments. This type of wool is highly susceptible to permanent staining and wear and extremely difficult to clean. While we were able to remove the dry soil and the majority of stains, there was some permanent staining and traffic wear on the rug. We did explain this to Mr [redacted] on two occasions and it is stated in the disclaimer he read signed. To retain him as our valued customerI would like to offer Mr [redacted] a 25% off his next cleaning and thank him for his business. Thomas
Using our method all fine particulates were removed and the rugs were cleaned and washed. When 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 charge. Mr. [redacted]s rugs are clean and soil free. What he is complaining about is permanent staining and ware from years of traffic on a natural wool rug. We explained to Mr. [redacted] some stains and ware can be permanent to wool rugs and was clearly stated on the disclaimer he signed. As far as companies stating the can do better Mr. [redacted] does not mention any names nor is there any proof there can achieve better results. My original of 25% off any of our cleaning services still stands. Thank you
I would first like to thank Mr [redacted] for bringing us his rugs He is one of our valued repeat customersWhen he brought the wool rugs to our shop, we had him fill out as we do all customers a cleaning declaimer informing all customers while we are able to clean wool we are not able to reverse damage such as wear or permeant stains (synthetic or organic dyes) on natural fibersThe rugs had some areas composed of natural wool with no dyes or pigmentsThis type of wool is highly susceptible to permanent staining and wear and extremely difficult to cleanWhile we were able to remove the dry soil and the majority of stains, there was some permanent staining and traffic wear on the rugWe did explain this to Mr [redacted] on two occasions and it is stated in the disclaimer he read signedTo retain him as our valued customerI would like to offer Mr [redacted] a 25% off his next cleaning and thank him for his businessThomas
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 response. If the consumer does not provide a reason the complaint will be closed Answered] I am not a repeat customer of Thoroclean and had never used their service for rug cleaning prior to this. I did not deliver the rug to Thoroclean they picked it up at my home and took it to their facility for cleaning. This isn't a matter of one or two isolated spots not coming clean, it is a matter of the entire rug NOT coming clean AT ALL. I have as I stated previous had two other rug companies look at the rug and both have told me that if the rug had been properly treated and cleaned it would have come CLEAN.
Thank you Mr. [redacted] for using our company. I am very sorry you were displeased with our service. All 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 dust. Mr. [redacted] documented the cleaning with photos and video as did our technicians. We pulled out about 1.7 gallons of dirt, dust and debris that collected on our filters. We 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 furniture. I let him know I would send the techs out that same day to clean and remove any dust however he declined. I 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 me. There was no dust that I could see from any photos taken by my techs. When 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 cleaning. We seal each vent with an air tight Plexiglas cover attached to our truck mounted hepa-vac that creates extreme vacuum through the duct system. It does not force air rather it extracts air. If there were any dust on the furniture it is was more than likely there before the cleaning. We offered to send our crew to resolve this issue and made several attempts to schedule the cleaning, however none of our calls were returned. Unfortunately 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[redacted]
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 response. If 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-cleaned. The 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 cleaning. This company owes me a full refund!
I would first like to thank Mr [redacted] for bringing us his rugs. He is one of our valued repeat customers. When he brought the wool rugs to our shop, we had him fill out as we do all customers a cleaning declaimer informing all customers while we are able to clean wool we are not able to...
reverse damage such as wear or permeant stains (synthetic or organic dyes) on natural fibers. The rugs had some areas composed of natural wool with no dyes or pigments. This type of wool is highly susceptible to permanent staining and wear and extremely difficult to clean. While we were able to remove the dry soil and the majority of stains, there was some permanent staining and traffic wear on the rug. We did explain this to Mr [redacted] on two occasions and it is stated in the disclaimer he read signed. To retain him as our valued customerI would like to offer Mr [redacted] a 25% off his next cleaning and thank him for his business. Thomas
Using our method all fine particulates were removed and the rugs were cleaned and washed. When 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 charge. Mr. [redacted]s rugs are clean and soil free. What he is complaining about is permanent staining and ware from years of traffic on a natural wool rug. We explained to Mr. [redacted] some stains and ware can be permanent to wool rugs and was clearly stated on the disclaimer he signed. As far as companies stating the can do better Mr. [redacted] does not mention any names nor is there any proof there can achieve better results. My original of 25% off any of our cleaning services still stands. Thank you