Kleen Rite Corp.

I ordered 2 X 24 packages of little tree air fresheners at $12 and $14 and when I was sent the final statement, I was charged $58.19 for the shipping which was already billed to my credit card. I sent an email to Kleen-Rite customer service asking how and why this was going on only to no avail. The package was 7" X 7" X 14" and weighed approx 1lb.Kleen-Rite made a sale, definitely lost a customer.

Had a question about their billing and was treated rather rudely. CSR wouldn't listen to what I was saying and I just gave up, figured if there was an error I would just dispute it through visa. It was a very simple issue and right up until that point I had no complaints about them. I guess I shouldn't have called to ask my silly little question.

I called and e-mailed Mr [redacted] again today His wife [redacted] received the e-mail and called back I have sent an ARS label for the pump and when returned they will receive a full credit along with the shipping charges I also asked about the damaged product She did report it took weeks to receive her bucket of chemical as the the first replacement bucket was damaged in shipping She has received the replacementI appreciate all your assistance in this mannerThank youDeb R***Kleen-Rite Corp###-###-####

Good Afternoon, We were disappointed to hear that we had an unresolved complaint that we did not satisfy in houseI spoke to my customer service supervisor and she was not given the opportunity to resolve [redacted] 's issue after he did not agree with our initial course of action** [redacted] placed the order on a Saturday, we are closed on Saturday and SundaysThe item that was ordered on the website [redacted] states that it is a week lead time on the websiteNone the less we sent an e-mail on Monday May 12th the 1st business day we were open after recieving the orderSee attached stating that his order that was marked for a day delivery is out of stock and has a standard week delivery to our door and we would ship it out upon recieving the itemIt would normally take weeks because the pumps are made to order from [redacted] the manufactuer and this particular model is not a stock item for Kleen-RiteThe item took an extra week to arrive and became available to ship on June 4thThere was additional correspondence to an e-mail he sent after close of business on Friday May at 6:51pm as soon as we had insurance that the item would arrive on June 4th on Monday afternoon June 2nd at 4:07pm stating we would ship on June 4th It is not our policy to pay expedited shipping to clear up a delay in the supply chain but we always work to insure the customer is satisfied, this could have been us paying for regular ground or possibly giving a discount on the productAt this time I see we have $in shipping charges on his invoice [redacted] We would be happy to split the charge with [redacted] and return $to the credit card the item was purchased on if this would be agreeableI see there may be a problem with the pump recieved and will work personally with the customer to insure the pump issues are resolved We try to communicate at a high level and will always work to do a better jobKleen-Rite has been in business for over years and we strive to make every customer want to return for another purchase Thanks, [redacted] Vice President/Owner

To Whom It May Concern,Thank you for bringing the correspondence from this consumer with reference to case # [redacted] to our attentionFollowing is a summary of the steps taken with reference to this matter in our office.KleenRite was contracted by Neves Group to service a property belonging to [redacted] & [redacted] at [redacted] in June 2014, in response to fire damage at this property [redacted] & [redacted] (who lived out of town) had hired Neves Group to manage their properties in the areaNevas Group contracted us to handle fire remediation & mold (due to water damage from the fire) remediation on this property on [redacted] & [redacted] 's behalfWe were in constant contact with Neves Group through this entire process, and they approved all work.We also maintained contact with the adjuster from Auto Owners Insurance through this processImportantly, Auto Owners did NOT inform us that they would only be making a partial payment for the entire loss UNTIL they sent us their final checkBefore that time, they had led us to believe that they would be paying in fullWhen we were finally informed about their intention of partial payment, we contacted them to try to find out what happened, but the adjuster would not provide us with a definite reasonWe did let the adjuster know that due to the partial payment, we would need to bill the owners for the remaining amounthe agreed that was OK.We had also been updating [redacted] & [redacted] themselves regarding our progressAs soon as we discovered that Auto Owners only intended to make a partial payment, we contacted the owners about the situation and about the remaining balance owedAt that time, they told us they were going to contact the adjuster themselves to see if they would have better success in finding out why that happened.that was the last communication of any substance that we had with either [redacted] or [redacted] , We were playing phone tag for a while, but we were never able to actually reach them after thatWe did send a letter to [redacted] via Certified Mail on May to remind him of the remaining unpaid balance, but we received no response and no payment by the end of the year, we enlisted the aid of Midstate Collection Solutions to helps us collect the balance on January 12, 2016.Midstate Collection Solutions reports that they did receive a letter of dispute from [redacted] claiming that KleenRite had agreed to accept the partial payment made by Auto Owner Insurance as payment in fullPlease note that as mentioned above, this claim is incorrect.Midstate Collection Solutions reports that they attempted to mail a response several times, but it kept being returned by the USPS as "Temporarily away." Last month (after quite a few months of attempts) the response was again returned - this time with an updated address for [redacted] (in Arkansas) provided.Because Midstate Collection Solutions is not licensed to collect in Arkansas, they are cancelling [redacted] and [redacted] 's account from their office [redacted] and [redacted] will each receive a letter of cancellation from Midstate Collection SolutionsAs part of the cancellation process, the account will be also be removed from both [redacted] & [redacted] 's credit reportPlease allow days for this process to complete.Due to complications arising from [redacted] & [redacted] 's relocation to Arkansas, we have also agreed to cancel this account.Thank you for your considerationWe would like to request that you please keep us updated as to the outcome of this complaint.Sincerely, [redacted] ***Administrator & Operations Coordinator

I have talked to ***, we will be going out next week with the owner to address the issues. KleenRite offers a "Free" Reservice with in the first weeks of the initial cleaningAnything farther out than weeks could be subject to additional fees, but that is upon inspection from the
General Manager or Owner. I did tell *** that while I couldn't promise anything over the phone the owner would be out to look at things and we would go from there. This problem should be resolved on Wednesday May 24th as her appointment is that morning.Thank you,***

Good Afternoon,
We were disappointed to hear that we had an unresolved complaint that we did not satisfy in house. I spoke to my customer service supervisor and she was not given the opportunity to resolve [redacted]'s issue after he did not agree with our initial course of action. **...

[redacted] placed the order on a Saturday, we are closed on Saturday and Sundays. The item that was ordered on the website [redacted] states that it is a 2 week lead time on the website. None the less we sent an e-mail on Monday May 12th the 1st business day we were open after recieving the order. See attached stating that his order that was marked for a 3 day delivery is out of stock and has a standard 2 week delivery to our door and we would ship it out upon recieving the item. It would normally take 2 weeks because the pumps are made to order from [redacted] the manufactuer and this particular model is not a normal stock item for Kleen-Rite. The item took an extra week to arrive and became available to ship on June 4th. There was 1 additional correspondence to an e-mail he sent after close of business on Friday May 30 at 6:51pm as soon as we had insurance that the item would arrive on June 4th on Monday afternoon June 2nd at 4:07pm stating we would ship on June 4th. 
It is not our policy to pay expedited shipping to clear up a delay in the supply chain but we always work to insure the customer is satisfied, this could have been us paying for regular ground or possibly giving a discount on the product. At this time I see we have $81.05 in shipping charges on his invoice [redacted]. We would be happy to split the charge with [redacted] and return $40.53 to the credit card the item was purchased on if this would be agreeable. I see there may be a problem with the pump recieved and will work personally with the customer to insure the pump issues are resolved.
We try to communicate at a high level and will always work to do a better job. Kleen-Rite has been in business for over 50 years and we strive to make every customer want to return for another purchase.
 
Thanks,
[redacted]
Vice President/Owner

THANK YOU THANK YOU THANK YOU KLEEN-RITE FOR BEING SO PROMPT & PROFESSIONAL. I ORDERED A BOX OF CAR CAN SCENTS AND HAD NO PROBLEM GETTING THEM.(ONLY A COUPLE OF DAYS) IT IS SO VERY AMAZING TO BE ABLE TO TRUST A COMPANY ONLINE THESE DAYS, I ORDERED FROM TEXAS AND YOU GUYS WERE SO QUICK ABOUT SENDING MY ORDER OUT, GOD BLESS YOU!! AGAIN THANK YOU FOR MY SMELL SO WONDERFUL CAN SCENTS, EVERYONE THAT GET IN MY CAR FIRST THING THEY ASK IS..."WHERE IS THAT AWESOME SMELL COMING FROM", AND I JUST SMILE AND POINT @ THE CAN. THX AGAIN KLEEN-RITE...UR ABSOLUTELY THE BEST!!
SINCERELY, ORKESHIA FROM LOUISIANA BUT LIVE IN TEXAS :)
I WOULD RECOMMEND KLEEN-RITE CORP. ALL DAY EVERY DAY...

I called and e-mailed Mr [redacted] again today.  His wife [redacted] received the e-mail and called back.  I have sent an ARS label for the pump and when returned they will receive a full credit along with the shipping charges.  I also asked about the damaged product....

 She did report it took 2 weeks to receive her bucket of chemical as the the first replacement bucket was damaged in shipping.  She has received the replacement. I appreciate all your assistance in this manner. Thank youDeb R[redacted]Kleen-Rite Corp###-###-####

To Whom It May Concern,Thank you for bringing the correspondence from this consumer with reference to case #[redacted] to our attention. Following is a summary of the steps taken with reference to this matter in our office.KleenRite was contracted by Neves Group to service a property belonging to...

[redacted] & [redacted] at [redacted] in June 2014, in response to fire damage at this property. [redacted] & [redacted] (who lived out of town) had hired Neves Group to manage their properties in the area. Nevas Group contracted us to handle fire remediation & mold (due to water damage from the fire) remediation on this property on [redacted] & [redacted]'s behalf. We were in constant contact with Neves Group through this entire process, and they approved all work.We also maintained contact with the adjuster from Auto Owners Insurance through this process. Importantly, Auto Owners did NOT inform us that they would only be making a partial payment for the entire loss UNTIL they sent us their final check. Before that time, they had led us to believe that they would be paying in full. When we were finally informed about their intention of partial payment, we contacted them to try to find out what happened, but the adjuster would not provide us with a definite reason.. We did let the adjuster know that due to the partial payment, we would need to bill the owners for the remaining amount. he agreed that was OK.We had also been updating [redacted] & [redacted] themselves regarding our progress. As soon as we discovered that Auto Owners only intended to make a partial payment, we contacted the owners about the situation and about the remaining balance owed. At that time, they told us they were going to contact the adjuster themselves to see if they would have better success in finding out why that happened.that was the last communication of any substance that we had with either [redacted] or [redacted], We were playing phone tag for a while, but we were never able to actually reach them after that. We did send a letter to [redacted] via Certified Mail on May 15. 2015 to remind him of the remaining unpaid balance, but we received no response and no payment by the end of the year, we enlisted the aid of Midstate Collection Solutions to helps us collect the balance on January 12, 2016.Midstate Collection Solutions reports that they did receive a letter of dispute from [redacted] claiming that KleenRite had agreed to accept the partial payment made by Auto Owner Insurance as payment in full. Please note that as mentioned above, this claim is incorrect.Midstate Collection Solutions reports that they attempted to mail a response several times, but it kept being returned by the USPS as "Temporarily away." Last month (after quite a few months of attempts) the response was again returned - this time with an updated address for [redacted] (in Arkansas) provided.Because Midstate Collection Solutions is not licensed to collect in Arkansas, they are cancelling [redacted] and [redacted]'s account from their office. [redacted] and [redacted] will each receive a letter of cancellation from Midstate Collection Solutions. As part of the cancellation process, the account will be also be removed from both [redacted] & [redacted]'s credit report. Please allow 30 days for this process to complete.Due to complications arising from [redacted] & [redacted]'s relocation to Arkansas, we have also agreed to cancel this account.Thank you for your consideration. We would like to request that you please keep us updated as to the outcome of this complaint.Sincerely,[redacted]Administrator & Operations Coordinator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I hope that kleenrite is able to remedy the issue as my carpet did not look like this prior to the cleaning and it clearly can be seen that the marks are from the treated areas. I was not told this would or could happen. They have a 100 percent satisfaction guaranteed statement.

Review: On May 10, 2014 I ordered a pump from Kleen-Rite Corp. with the full intention of getting the pump in 3 days. I received an email from the company representative on May 12, 2014 2 days later. [redacted] said they were out of stock and it would take 2 weeks to their warehouse. I sent other emails pleading for the pump without response. This pump is for a fly spray system for a horse barn housing very expensive horses. I finally called the 800 number and the person who answered tried to put me off until I told her I wanted to file a complaint. She called me back and said the pump would be in their warehouse on the 4th of June almost one full month. I told her I desperately needed the pump and she said over night mail would cost approximately $75.00. I asked her if she could help with the cost of the delivery she said no. The pump did arrive UPS on June 5th. The pump was the correct serial number that I ordered but the wrong pressure. The interesting part is the label on the pump said it was made in Mexico on May 15, 2014, 5 days after I placed the order. As far as I'm concerned they had no pump at all and had to have it built. They could have easily ordered it from another company and satisfied the sale and 3 day delivery! This without a doubt is the worse form false advertising and pathetic customer service I have ever dealt with. All they had to do is tell me the truth and I could have gone elsewhere. I am going to use the pump any way but will never use or recommend this company to anyone. I almost lost a customer because of this outrageous scam.Desired Settlement: An unreasonable or excessive delay in completing service. They need to honor their on line sales and be honest to the customer. If they keep this up they will be out of business. They could have easily ordered it from another company and satisfied the sale and 3 day delivery!

Business

Response:

Good Afternoon,

We were disappointed to hear that we had an unresolved complaint that we did not satisfy in house. I spoke to my customer service supervisor and she was not given the opportunity to resolve [redacted]'s issue after he did not agree with our initial course of action. [redacted] placed the order on a Saturday, we are closed on Saturday and Sundays. The item that was ordered on the website [redacted] states that it is a 2 week lead time on the website. None the less we sent an e-mail on Monday May 12th the 1st business day we were open after recieving the order. See attached stating that his order that was marked for a 3 day delivery is out of stock and has a standard 2 week delivery to our door and we would ship it out upon recieving the item. It would normally take 2 weeks because the pumps are made to order from [redacted] the manufactuer and this particular model is not a normal stock item for Kleen-Rite. The item took an extra week to arrive and became available to ship on June 4th. There was 1 additional correspondence to an e-mail he sent after close of business on Friday May 30 at 6:51pm as soon as we had insurance that the item would arrive on June 4th on Monday afternoon June 2nd at 4:07pm stating we would ship on June 4th.

It is not our policy to pay expedited shipping to clear up a delay in the supply chain but we always work to insure the customer is satisfied, this could have been us paying for regular ground or possibly giving a discount on the product. At this time I see we have $81.05 in shipping charges on his invoice [redacted]. We would be happy to split the charge with [redacted] and return $40.53 to the credit card the item was purchased on if this would be agreeable. I see there may be a problem with the pump recieved and will work personally with the customer to insure the pump issues are resolved.

We try to communicate at a high level and will always work to do a better job. Kleen-Rite has been in business for over 50 years and we strive to make every customer want to return for another purchase.

Thanks,

Vice President/Owner