K & M Steam Cleaning

Hello ***, It looks as though we have serviced your home times nowWe appreciate your patronage First time in 2012, then again in 2013,and now I appreciate the call to revisit the homeAs you know We warranty everything we touchWe are sorry to hear about your experienceAfter we assessed the spot we understand that the chair was bumped off of its protective blocks after our team leftI offered to fix it for you free of charge so if you change your mind to my offer please call us back within your free warranty time of days of your original service and I will have this done for you? When you and I got off the phone this morning your last statement was you did not need us to do anything further and that you just wanted us to know why this stain was thereWe put the chair up on blocks for a reason and left instruction not to remove them for obvious reason Even though it is clear that this was an accident on your part, we offered to help you fix the situation but it is clearly up to you in taking responsibility for your families actions We do hope you understand this and even though you expressed your disappointment we will not be refunding any monies for work that was performed with extreme professionalism as we always doThank you,KM

I am thankful for this email and communication Mr [redacted] has used K&M since and our relationship started in an apartment where we did our first service for him The date was 3-10- We cleaned a Living rm,dining rm,and hallway and we pet disinfected rooms We waived the 2nd floor fee since he was a new client and I chose to honor him with an extra discountWe give a day warranty with all work performed by my business and it is typed and written with specificity on all invoices During this first visit Mr [redacted] chose to call us to use this free warranty and called back on 3-20-@3:41pm Now since it was the 10th day when he called we actually booked him for a few days out and the date we agreed to was 3-24- This may be where his mistake is saying that the last time we did a day return During his most recent call (3-8-2016) He used a word Guarantee which is not in my agreement or receipts for obvious reason We can not ever guarantee any stain or odor to come out because some things are just permanent or has some damage from how its been maintained When he called back asking us to return for pet issues, one of my assistants Alicia, informed him that he was passed his day warranty This was not acceptable to Mr [redacted] so she came to ask me to take the call As the owner of K&M Steam cleaning I was happy to assist As I picked up the phone I stated my usual Greeting>Thank you for holdingThis is [redacted] how may I help you Mr [redacted] stated I don't know can you I paused and felt this was his way of saying I am dominant and I will have my way I asked if this is Mr [redacted] and stated that I was looking at his file He stated that he had used us recently and would like us to return to touch up some areas and when he used the word Guarantee I interrupted him just to say we have a warranty but not a guarantee and in the middle of my sentence he voiced not to interrupt him while he was speaking I paused at his request and his next words were If I don't return to clean his carpet then he would call the credit card company to dispute charges and I would be out of the money I was paid to perform the service as he requested He said without interruption that he would let me think this over and If I didn't want this outcome to call him back and hung up without allowing a conversation to pursue This is my 18th year of starting K&M steam cleaning and I give 125% to my business, my employees, and my clientele My own family gets my 2nd best at times because of the dedication that is required to run this company smoothly I gave it about minutes and I called Mr [redacted] back serveral times and when I didn't get an answer I chose not to leave a message My response was going to be simple and I will still offer it so our client has a resolution He does not have to pay my service fee to return of $ He will only have to pay the disinfectant charge of $35.00/rm since he is outside of his warranty date We may have been able to work this out over the phone but I was not able to communicate while I had the chance So to recap: I am so grateful to all of our clients for the time and effort they take to choose our services After years in the business we are #in what we do and our clients realize this..Please allow us to come to a resolution with my aggreement above If you choose to not have us back out then I apologize for thisand My highest choice is to wish you well in all that you do.Than you,***

To whom it may concern, We sent a team out to this property August 4th We arrived approximately at 2pm and completed the job @ 3:40pmWe have cleaned the carpet in her home 2001,2003,and then this year as I have mentioned above She called in the next day @ approx 9am She told me about the issue of her carpet being wet @ 10pm I asked her if the carpet was still wet and she said she didn't know I asked her to check on the carpet and her statement was that's not the point I want it recleaned My statement was if she could check the carpet then I will know what to do When she checked the carpet the carpet was dry by her admission I was not there to check it myself so I went with what she stated was true She mentioned her main issue was that she expected the carpet to dry sooner because her brother was staying with her In my industry I cannot control drying times so once I found out that the carpets were dry without odors or stains I knew that we did our job I asked my team if anything was outside the box with this property and they said only that the carpets required stretching They presented this bid for stretching to client bc of the severity of the carpets They also mentioned that the carpets were fairly cleaned so they didn't have to do a Heavy clean on them I mentioned this to my client and explained to her that when the carpets are loose they may take longer to dry and in her case this may have been the issue but as long as they were dry now then it's all normal This was not acceptable to the client for an answer but I can only explain to her as a professional this is common We did our job as promised We took her booking, we showed up inside our window, and cleaned the carpet My team explained that she was pleasant and thanked us for a job well done when we left

Thank you for letting me know how my team didWe did bid the carpet I am not sure how our men could assure you of any stains would come out unless we work on them In fact, it is company protocol that we cannot assume any stains would come out until we are cleaning.Our team that originally bid the tile mentioned to you about the damage to the grout lines during the initial visitSomeone handpainted the grout lines and this is why they mentioned that they would start with a basic cleaningWhen our team went out to perform the work they did their test and the basic cleaning wasn't enough for any results.As you know that all results will be determined by how it's been maintainedThe reason for poor results are not because of any workmenship Only because of how it's been maintained in the past I don't use any products that will remove a color dye from carpet so I am not sure why you mentioned a bleach stain....If my company offered refunds we would have offered it to you No where in my aggreement that you signed does it say if you're not satisfied we will refund any monies to youIt states that if you're unsatisfied with results we will come out to re clean any areas that you are not satisfied with as long as you call us within days You could have chosen that option with my assistantsIn stead you chose to discredit my team by saying they offered you side business This employee has children and works very hard for his pay When I asked him about your accusations he told me that he would never risk his job for something as common as money.If you would like us to reclean an area then call and ask for [redacted] I will send an entirely different team out to perform the work again and make sure that it is done with PrideI do feel that our first team did this for youEvery once in a while I get a client that thinks it's our fault because their results aren't perfect even though it wasn't us that caused this wearThat doesn't work like that with my company.We do the job right the first time and that is why we continue to grow over these last years We may havec a few clients on Yelp that have felt this way but as you mentioned There are a few unsatisfied clientsBut doing jobs per month over the last decadeI would say this 5-clients ratio is outstandingI feel that our Revdex.com rating represents our hard work and rewards us for obvious reasonWe're out here Honoring each client and their homes and families daily We love our job and exist only because of our dedication to one thing Getting results for clients and keeping them safe in their environment.So to conclude: We will offer you the same aggreement that you signed on your receipt and you aggreed toWhich is to redo an area if you're unsatisfied with.Thank you, [redacted] **

Complaint: [redacted] I am rejecting this response because: the business is not accepting responsibility for ruining my carpetAt no point did I, or any family member, remove the blocks from the rocking chairHow do you propose to fix it? You have already said the stain is permanent and I do not have any extra carpet for it to be repatchedUnless you have another suggestion for fixing the stain you caused, I would like a refund since I did not receive the services I paid for Regards, [redacted] ***

Complaint: ***
I am rejecting this response because: First of all the timings are totally inaccurate as we had swim lessons for my son at 2pm and had to leave the house before then. So there is no way this time is accurate. They came in at pm and left at 1:pm. Secondly the years are not correct. Yes we have called them multiple years but the house was built in and we moved in at the end of 2003. So we did not use them here at or 2003. In our old house maybe. But then after we have used them a few times.I understand that they cannot control drying times but in all our years of getting the carpets steam cleaned, it has never taken over hours. So why is this year different with around -hours. My husband went upstairs and checked the carpets at AM the next day and they were still damp. That is what could potentially create a mold problem in the future. Keep in mind they claim that the carpet was not dirty to begin with. That is why when I called at AM I stated I did not want to go check as it did not matter at that point in time as till AM they were still damp and that was already hours. This tells me that they missed something or did half the work or did sub-standard work. All I know is that it took A LOT longer than what it generally takes as well as what their cleaning representatives stated when they were here, who of course I would assume are trained and would know what to say, unless they missed a step.Now for the attitude on the phone! Like any dissatisfied client, I proceeded to tell him that I was very upset that it had taken so long for the carpet to dryHe asked me whether I have gone upstairs to check and I said that I have notHe told me that if I am not going to show the courtesy of checking then he can't help me. To that I told him that his team had clearly informed me that it takes to hours to dry and especially with the way they dried, it would take hoursAt that point, the owner, *** ***, asked me to stop telling stories about his team and that they would never say anything like thatWhen he said those words to me, I was really shocked because no one in the service industry dismisses an existing client in such a rude mannerHe also told me that he did not have time for my drama and hystericsI was so taken aback that I did not know what to sayFinally, I proceeded to ask him very politely that why had it taken so long for it to dry as in all the years of being a homeowner (roughly 20) and getting our carpets cleaned at least every year of two, this has never happened beforeTo that he responded by saying that he was going to put me on hold until I calmed downI felt so degraded that I did not know what to doSo I just kept on holding and he never came back on lineAfter a few minutes, I called back and he told me that his team had told me that I had been very nice to them when they had cleaned my carpetsI told Mr.*** that I had no problem with his team either but maybe they had not dried the carpet enoughI started to say "Listen, your team" (very politely) and to that he cut me off and said, 'Don't tell me to listenI am not your boyDon't talk to me like that." That shocked me even more because using the word 'listen' and that too politely, is an expression.He told me once more that he did not have time for my dramaHe would not let me finish what I was saying and all I wanted was a reassurance that my carpet was going to be fine and not moldy after being wet for over hoursHe asked me how did I know that it was very wetSo I told Mr.*** that when I went upstairs to check at 2am that it was still soaking wetHe interrupted me again and said, 'what? soaking? Do you know what soaking means?' I told him that when I stepped on the carpet my feet got pretty wet and I had to wipe them before I stepped back on the stairs which are wood so I would not slip on the stairsI asked him why had his team not said that since the carpet needed to be stretched, there might be a longer waiting period for the drying timeIn addition, the carpets did not need that much stretching and there are pockets here and there in need of itEven then, they said it with a lot of confidence that it would take hours*** *** asked me what was the big deal if it took a few extra hours and I politely informed him that it was not a few extra hoursIt was about extra hoursTo that he said that he had nothing more to say to meThe only "impolite" statement which I made to him was that "I can't believe you talk to your customers like that" and I hung up.All throughout the conversation I was so sad and shocked that someone from the service industry can actually speak to a client like thatI actually thought that I was part of a phone prank and any second somebody would start laughing and shout out 'fooled ya'All I wanted was maybe a sincere apology or a reassurance
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: the business is not accepting responsibility for ruining my carpet. At no point did I, or any family member, remove the blocks from the rocking chair. How do you propose to fix it? You have already said the stain is permanent and I do not have any extra carpet for it to be repatched. Unless you have another suggestion for fixing the stain you caused, I would like a refund since I did not receive the services I paid for. 
Regards,
[redacted]

To whom it may concern, We sent a team out to this property August 4th 2016.. We arrived approximately at 2pm and completed the job @ 3:40pm. We have cleaned the carpet in her home 2001,2003,2006 and then this year as I have mentioned above.  She called in the next day @ approx 9am.  She...

told me about the issue of her carpet being wet @ 10pm.  I asked her if the carpet was still wet and she said she didn't know.  I asked her to check on the carpet and her statement was that's not the point.  I want it recleaned.  My statement was if she could check the carpet then I will know what to do.   When she checked the carpet the carpet was dry by her admission.  I was not there to check it myself so I went with what she stated was true.  She mentioned her main issue was that she expected the carpet to dry sooner because her brother was staying with her.  In my industry I cannot control drying times so once I found out that the carpets were dry without odors or stains I knew that we did our job.  I asked my team if anything was outside the box with this property and they said only that the carpets required stretching.  They presented this bid for stretching to client bc of the severity of the carpets.  They also mentioned that the carpets were fairly cleaned so they didn't have to do a Heavy clean on them.  I mentioned this to my client and explained to her that when the carpets are loose they may take longer to dry and in her case this may have been the issue but as long as they were dry now then it's all normal.  This was not acceptable to the client for an answer but I can only explain to her as a professional this is common.  We did our job as promised.  We took her booking, we showed up inside our window, and cleaned the carpet.  My team explained that she was pleasant and thanked us for a job well done when we left.

I am thankful for this email and communication.  Mr. [redacted] has used K&M since 2015 and our relationship started in an apartment where we did our first service for him.  The date was 3-10-15.  We cleaned a Living rm,dining rm,and hallway and we pet disinfected 2 rooms.  We...

waived the 2nd floor fee since he was a new client and I chose to honor him with an extra discount. We give a 10 day warranty with all work performed by my business and it is typed and written with specificity on all invoices.  During this first visit Mr. [redacted] chose to call us to use this free warranty and called back on 3-20-15 @3:41pm.  Now since it was the 10th day when he called we actually booked him for a few days out and the date we agreed to was 3-24-15.  This may be where his mistake is saying that the last time we did a 14 day return.  During his most recent call (3-8-2016) He used a word Guarantee which is not in my agreement or receipts for obvious reason.  We can not ever guarantee any stain or odor to come out because some things are just permanent or has some damage from how its been maintained.  When he called back asking us to return for pet issues, one of my assistants Alicia, informed him that he was passed his 10 day warranty.  This was not acceptable to Mr. [redacted] so she came to ask me to take the call.  As the owner of K&M Steam cleaning I was happy to assist.  As I picked up the phone I stated my usual Greeting>. Thank you for holding. This is [redacted] how may I help you.  Mr. [redacted] stated I don't know can you.  I paused and felt this was his way of saying I am dominant and I will have my way.  I asked if this is Mr. [redacted] and stated that I was looking at his file.  He stated that he had used us recently and would like us to return to touch up some areas and when he used the word Guarantee I interrupted him just to say we have a warranty but not a guarantee and in the middle of my sentence he voiced not to interrupt him while he was speaking.  I paused at his request and his next words were If I don't return to clean his carpet then he would call the credit card company to dispute charges and I would be out of the money I was paid to perform the service as he requested.  He said without interruption that he would let me think this over and If I didn't want this outcome to call him back and hung up without allowing a conversation to pursue.  This is my 18th year of starting K&M steam cleaning and I give 125% to my business, my employees, and my clientele.  My own family gets my 2nd best at times because of the dedication that is required to run this company smoothly.  I gave it about 2 minutes and I called Mr. [redacted] back serveral times and when I didn't get an answer I chose  not to leave a message.  My response was going to be simple and I will still offer it so our client has a resolution.  He does not have to pay my service fee to return of $60.00.  He will only have to pay the disinfectant charge of $35.00/rm since he is outside of his warranty date.  We may have been able to work this out over the phone but I was not able to communicate while I had the chance.  So to recap:  I am so grateful to all of our clients for the time and effort they take to choose our services.  After 18 years in the business we are #1 in what we do and our clients realize this..Please allow us to come to a resolution with my aggreement above.  If you choose to not have us back out then I apologize for this..... and My highest choice is to wish you well in all that you do.Than you,[redacted]

Hello [redacted], It looks as though we have serviced your home 3 times now. We appreciate your patronage.  First time in 2012, then again in 2013,and now 2016. I appreciate the call to revisit the home. As you know We warranty everything we touch. We are sorry to hear about your experience. After...

we assessed the spot we understand that the chair was bumped off of its protective blocks after our team left. I offered to fix it for you free of charge so if you change your mind to my offer please call us back within your free warranty time of 10 days of your original service and I will have this done for you? When you and I got off the phone this morning your last statement was you did not need us to do anything further and that you just wanted us to know why this stain was there.... We put the chair up on blocks for a reason and left instruction not to remove them for obvious reason.  Even though it is clear that this was an accident on your part, we offered to help you fix the situation but it is clearly up to you in taking responsibility for your families actions.  We do hope you understand this and even though you expressed your disappointment we will not be refunding any monies for work that was performed with extreme professionalism as we always do.... Thank you,KM

Thank you for letting me know how my team did. We did bid the carpet.  I am not sure how our men could assure you of any stains would come out unless we work on them.  In fact, it is company protocol that we cannot assume any stains would come out until we are cleaning.Our team that...

originally bid the tile mentioned to you about the damage to the grout lines during the initial visit.... Someone handpainted the grout lines and this is why they mentioned that they would start with a basic cleaning... When our team went out to perform the work they did their test and the basic cleaning wasn't enough for any results.As you know that all results will be determined by how it's been maintained..... The reason for poor results are not because of any workmenship.  Only because of how it's been maintained in the past.  I don't use any products that will remove a color dye from carpet so I am not sure why you mentioned a bleach stain....If my company offered refunds we would have offered it to you.  No where in my aggreement that you signed does it say if you're not satisfied we will refund any monies to you. It states that if you're unsatisfied with results we will come out to re clean any areas that you are not satisfied with as long as you call us within 10 days.  You could have chosen that option with my assistants.. In stead you chose to discredit my team by saying they offered you side business.  This employee has children and works very hard for his pay.  When I asked him about your accusations he told me that he would never risk his job for something as common as money.If you would like us to reclean an area then call and ask for [redacted]... I will send an entirely different team out to perform the work again and make sure that it is done with Pride.. I do feel that our first team did this for you. Every once in a while I get a client that thinks it's our fault because their results aren't perfect even though it wasn't us that caused this wear.. That doesn't work like that with my company.We do the job right the first time and that is why we continue to grow over these last 17 years.  We may havec a few clients on Yelp that have felt this way but as you mentioned.  There are a few unsatisfied clients.. But doing 1600 jobs per month over the last decade. I would say this  5-10 clients ratio is outstanding. I feel that our Revdex.com rating represents our hard work and rewards us for obvious reason... We're out here Honoring each client and their homes and families daily.  We love our job and exist only because of our dedication to one thing.  Getting results for clients and keeping them safe in their environment.So to conclude:  We will offer you the same aggreement that you signed on your receipt and you aggreed to... Which is to redo an area if you're unsatisfied with.Thank you,[redacted]

Hello and Thank you again for all of your time with this again. I choose to recognize my teams and what we do for over 1600 clients per month.  I am very proud of them and they all work very hard to get this accomplished.  My point is with this type of work load I only get about 6-10 redos a month.. this is phenomenal and 1 reason I believe why we're still # 1 in what we do after eighteen years of business.  When a client has a question about our workmanship we ask that they call in within 10 days and we communicate. This client did that and her focus was that the carpets seemed to take longer than usual.  When I spoke with her she did state that she didn't check it that morning.  Once she checked it for me her statement was that it was dry.  At this point there wasn't much for me to say. I have been a member of the Revdex.com since I began and we have an outstanding record.  The reason this is possible is because of what I do and how I demand excellence from all of my teams.  When I was speaking with the client she stated that since she had family in town and she was disappointed in her not being able to use the upstairs.  If this was the case then I cannot change what she had planned for the cleaned areas. I know the main function of this forum is to make sure consumers do not get ripped off.   My company cleaned the carpets and by the detail provided by the client her issue was that the carpets seemed to take longer than normal to dry and she didn't like my answers.  I hope you find this detail satisfactory that I provided the service that was promised in the time that was desired by both me and my client. I will add a few details as the business owner and a professional carpet cleaner.  If there is a mildew issue you would know it immediately. Why?,  Becuase there would be an odor. There will not be a potential mildew odor because the house was kept cool by her AC.. This was proven and documented by the clients first letter. She had her AC left at seventy degrees.  If there was an odor she would have brought this point out in her conversation via phone and complaint.  Since, her carpets were very loose. My team offered a bid to help with this issue.  When carpets are loose they simply take a bit longer to dry.  I explained these two points to her during her initial call back.  She said my team told her 3 hours to dry.  Not anywhere is this on my receipt that we left behind and my teams are trained to say 3-6 hours is normal depending on humidity and how dirty the carpets are.... So we can agree to disagree about this issue.... The clients last statement on her final letter to you states that she only wanted reassurance that her carpets won't mold and an apology.  So by her own desires.  I have again reassured her of the non mildew issue and I apologize for any miscommunication.  I trust this will help you in finding that my team and my company did out job without fault and that all work performed was a standard of excellence.  I believe she has proven this because there was not a mention of the carpets stil looking dirty.  The only issue is that the carpets took longer to dry and I have shown cause to why this can happen.  Thank you,[redacted].