RE: Complaint# *** J&S services were requested to remove maspot on a loveseat that the customer attempted to remove with a store bought multi-purpose water-based chemical for carpet and upholstery under brand BissellBecause of the chemical residues of the non-professional chemistry
we needed to use water extraction to remove as much left over product as possibleAttempting to prevent more bad results from her attempt to home cleanOn March 8, the customer signed a release with permission to proceed on cleaning the loveseatThe document clearly states we are released from responsibilityDocument above signing clearly states she was explained the risks prior to authorizing the serviceWe have the signed document on file, and the customer was given her copyPlease review the document information as it is stated on the release below: "Because of the varying degree of stains often found In homes today, we are not able to guarantee either the removal of such stains or discoloration of such stains caused by spotting attempts to cleaned." Ect ."....Our company cannot be held responsible for the following:" Reiterating known areas of concern that we could have no control over.: "Aging & Deterioration Restoring white fibers Soil filtration Urine Contamination Browning Fading Water Marking Yellowing" The document is signed by customer, and initialed under Post -Cleaning as Satisfied on recordThe darker cleaned area, is because there was some source that prevented UV rays from contact with area of concern, resulting in protectionIt was perfectly square and looks and as if a throw was on itCustomer indicated others may have pointed out the condition and that a throw was thereOnce cleaned the fabric resembles the un-faded like fabric present on the back and inside sections of the loveseat & its cushionsResulting facts are, the professional analysis of the fibers was explained to the customer, being that it was not the outcome of negligence on be behalf our IICRC certified tech, who used only professional upholstery tools & PH appropriate products in the textile spotting processWe have pictures, statements, and signed releases on fileThe cosmetic chalk dusting I muting of the cleaned portion to match the UV faded fabric was complimentary and a reversible solutionAt no time was any painting application appliedJ & S Steamway
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted]I am rejecting this response because: the area that was initially spotted with a recommended cleaner by Basset and was shown to them when they came to my home the first time. They should have told me that this would be an issue however they dismissed it and assured me that they could get it clean. It also was far smaller than the area they attempted to clean and damaged (about 1/3 or smaller than the area cleaned). The area J & S cleaned was done with water, that was specifically noted ON the couch, NOT to be used. It was noted by the employee of J&S Steamway the third time the business sent someone out after having twice used water. The mention of the cover was done by the rep of the reupholster after they had already tried to clean it TWICE. J&S employees admitted they used the wrong products twice while standing in my hoe and said their representative was the one who stated they were the ones who damaged my couch. It is unprofessional and shows no integrity to back pedal when the cost of repairing THEIR mistake is higher than they wish to pay. I will be taking this farther if they continue to deny their responsibility for the damage to my couch.Sincerely,[redacted]
RE: Complaint# *** J&S services were requested to remove maspot on a loveseat that the customer attempted to remove with a store bought multi-purpose water-based chemical for carpet and upholstery under brand BissellBecause of the chemical residues of the non-professional chemistry
we needed to use water extraction to remove as much left over product as possibleAttempting to prevent more bad results from her attempt to home cleanOn March 8, the customer signed a release with permission to proceed on cleaning the loveseatThe document clearly states we are released from responsibilityDocument above signing clearly states she was explained the risks prior to authorizing the serviceWe have the signed document on file, and the customer was given her copyPlease review the document information as it is stated on the release below: "Because of the varying degree of stains often found In homes today, we are not able to guarantee either the removal of such stains or discoloration of such stains caused by spotting attempts to cleaned." Ect ."....Our company cannot be held responsible for the following:" Reiterating known areas of concern that we could have no control over.: "Aging & Deterioration Restoring white fibers Soil filtration Urine Contamination Browning Fading Water Marking Yellowing" The document is signed by customer, and initialed under Post -Cleaning as Satisfied on recordThe darker cleaned area, is because there was some source that prevented UV rays from contact with area of concern, resulting in protectionIt was perfectly square and looks and as if a throw was on itCustomer indicated others may have pointed out the condition and that a throw was thereOnce cleaned the fabric resembles the un-faded like fabric present on the back and inside sections of the loveseat & its cushionsResulting facts are, the professional analysis of the fibers was explained to the customer, being that it was not the outcome of negligence on be behalf our IICRC certified tech, who used only professional upholstery tools & PH appropriate products in the textile spotting processWe have pictures, statements, and signed releases on fileThe cosmetic chalk dusting I muting of the cleaned portion to match the UV faded fabric was complimentary and a reversible solutionAt no time was any painting application appliedJ & S Steamway
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted]I am rejecting this response because: the area that was initially spotted with a recommended cleaner by Basset and was shown to them when they came to my home the first time. They should have told me that this would be an issue however they dismissed it and assured me that they could get it clean. It also was far smaller than the area they attempted to clean and damaged (about 1/3 or smaller than the area cleaned). The area J & S cleaned was done with water, that was specifically noted ON the couch, NOT to be used. It was noted by the employee of J&S Steamway the third time the business sent someone out after having twice used water. The mention of the cover was done by the rep of the reupholster after they had already tried to clean it TWICE. J&S employees admitted they used the wrong products twice while standing in my hoe and said their representative was the one who stated they were the ones who damaged my couch. It is unprofessional and shows no integrity to back pedal when the cost of repairing THEIR mistake is higher than they wish to pay. I will be taking this farther if they continue to deny their responsibility for the damage to my couch.Sincerely,[redacted]