Kroger

To who it may concern: On December 4, we had Mr& Mrs [redacted] on schedule for carpet cleaning arriving between 10AM-Noon When the office staff spoke with Mr& Mrs [redacted] they scheduled three areas living room, dining room, and front room, which we gave them our special we was running at that time was $for traffic areas only no furniture moved and the rooms cannot exceed sqft per room, at that time they added pet deodorizer for $in all three areas and they wanted fabric protector in all three areas for $The ticket was for $before the tech went out for the cleaning When the tech arrived he noticed stains and urine smell so he suggested that the rooms needed an OSR treatment (this is an odor stain removal specifically for pet urine stains) which is $per room After discussing this with Mr& Mrs [redacted] they a decided to have the tech to do the OSR treatment in the living room and front door The process of the ORS treatment you have to saturate the carpet with OSR chemical and it has to set for minutes, after it sets you then extracted and then steam clean it After the tech was finished with the OSR treatment and the carpet cleaning he then went to speak with the *** After the [redacted] reviewed the carpet cleaning they was not happy with the living room so they ask for him to take the charge off for that room, the tech said he would have to call the office to okay that he took the charge off their bill The tech called the office and explained what happen and then the Office Manager spoke with Mr [redacted] on the phone explaining to him that if he was not happy with the one room we would not charge him for it but he would be charge for the treatment in the front room because the treatment worked in that area Mr [redacted] then responded that he didn’t feel he should have to pay for the front room since the living room didn’t turn out right The office manager has been with our company for years and has never had a complaint about her customer service, I cannot tell you exactly what was said on that phone call, however I can assure you PHD and their employees do not call names or be hateful to their customersAs far as the time spent at Mr& Mrs [redacted] house, we do have GPS on all of our company vehicles and after future review the technician was at the [redacted] house for hours and minutes, which would have been plenty of time to complete the job in a thorough manor Stacy R [redacted] Office Manager PHD Carpet & Janitorial Services, Inc./Professional Carpet Systems Main Street, Suite A Whiteland, IN

As of this time we are in contact with MrRossi about his complaint

We disagree that the flooring was properly installed due to the fact that it sat for months after completion while other items were being completed by the ownerThese items were not part of our contractI instructed the owner to keep the space conditioned due to the type of flooring
installed.After the owner contacted me, I went to inspect the flooring in question and found only one area in the living room that was showing signs of problemsAfter close inspection, I determined that the problem was caused by moistureI detected a smell of animal urine in that areaHe did inform me that the new tenant had dogsWe do not warranty spills, pets or other issues similar to this natureThe flooring installed was a very low end second run product that we would not care to install again in the future. I asked the owner to contact the flooring company where the product was installed to determine the problemI did not hear back from either one of themI was also unaware of any request from the owner to pay for the repairs until nowI disagree that we have improperly installed this flooringWe have installed many thousands of sq ft of laminate type products and have had zero complaintsThe only time I have ever seen this happen was in properties that had moisture due to poor conditioning or moisture permeation caused by an outside source.I appreciate the work given to us by the customer but cannot warranty what his tenants do or the pets they may have residing inside.I would gladly consider a written statement from the flooring manufacturer as to what the actual cause of this faulty flooring would beIf they have determined this is due to faulty installation, I will make arrangements to pay for the repairsHowever, I do not feel this is caused by faulty installation

The customer's car was towed at the request of the Butler County police departmentThe fee police tows is $As such he was not overchargedYou may retrieve your car following full payment.Should you have any questions regarding this matter please contact:***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have involved my Credit Card company for reimbursement of the extra $The business response is inaccurate as it does not have my vehicle, I am in and have been in possession of my carMy complaint is only for the $overcharge
Regards,
*** ***

First fact that is critical is that Mr***’s car was towed in after he was arrested by the Butler County Sherriff’s office on September 5th, 2016. All vehicles that are impounded by the Sherriff’s department get charged uniformally. The towing charge is $and $daily
storage. Mr*** called and talked to me within hrs of the initial tow and was made aware of the charges and fees his car was incurring. The confusion on what price he was charged came when he had an identified female call our store and ask for charges on a Cadillac. She had no other information of where or when the vehicle was towed. My aunt, who helps out with running our cash register and dispatching, gave her the charges for a Cadillac that was involved in a crash on September 6th, 2016. The charges for the accident were higher because of the labor needed to recover vehicle and clean up accident site. Mr*** then contacted the Sherriff’s department and said we were charging too much for his vehicle. The Liutenant in charge of vehicle impounds contacted me and I explained to him the error and offered to allow Mr*** to recover vehicle for $and proper release paperwork as a goodwill gesture. He never showed up to get vehicle. Never once has he or anyone associated with him came to our place of business and presented release paperwork for his vehicle. It is with that necessary paperwork that we are able to look up and match up tow impound sheets to get necessary information for billing. His inquiry’s have always been via phone and he has talked with me personally on several occasions and he is very rude to me and my employees when he calls. He threatens and curses at us and makes wild accusations that we want to keep his Cadillac for ourselves and that he ain’t paying us nothing. Mr*** is fully aware that I am the owner of this company and every time he calls and talks with me the conversation is full of seething insults and vitriol in which I respond with disconnecting the call. My employees and I do not deserve to be threatened and Verbally abused by anyone. I would hope the Revdex.com would also not condone such behavior. If Mr*** wants to know what is owed on his car the math is simple, : $for initial tow and $for every day it is here beginning on September 5th, 2016. Since I am in Christmas spirit I will entertain a reasonable offer from Mr*** to retrieve his car if he as proper release paperwork from BCSO and I would like for it to be accompanied by apology letter to me and my staff for the numerous times he has called to insult and threaten us. I understand that he is upset his car is in impound but we are not the reason he was arrested. We held his car with no malice toward him and maintained the vehicles integrity and condition as it was when it was first towed in. Sincerely, *** ***

Discover has reimbursed me the $that I was overcharged; it told him that the actual towing fee is $It has returned the money to my bank accountBased on Discover's intervention I consider my complaint resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
. First of all the respondent’s response did not provide any proof or credibility that they carried out the job with integrity. 2. It is obvious that using their past history in search for self-credibility does not make my carpet any cleaner. 3. It was just a defensive flow of words hoping to bury the reality that they did not do the job or deliver the intended product.. 4. The respondent also equated time on the job with a successful conclusion. Just another deflection…..carpets were not cleaned 5. It appears they expect to be paid for going through the motions 6. The job was quoted based on results; not time and material. _______________________________________________________ The following is the accurate summary:.1. I expected to get rooms cleaned.a. The rooms were: I. living room, ii. dining room, iii. family room.b. None of these rooms were “clean.” c. They just receive wasted motion and energy2. The gentleman upsold us on additional treatment telling us it was necessary to get rid of the spots.a. It did not get rid of the spotsb. He did not attempt to put any additional effort into the job to resolve the problemc. He immediately told us without permission from his office that he would not charge me for the living room. d. He told us he would have to contact the office to reduce the additional charges. I. .3. When he contacted the office he put me on the phone.a. The office took the “attitude” position to reject my request b. The office never showed any concern for the failed resultsc. The office never demonstrated that I was being listened to.d. When I told the office person that I did not think I should be charged because they did not getting the job done, I was told that I was being “hateful”.e. There was no customer care demonstrated4. The living room was the most obvious problem.a. There are more spots on the living room carpet than before he came.b. This is because the person providing the service did not follow through with working the spots out.c. He trusted his magic formula and gave it a once over.d. He didn’t figure it required spending energy.5. The dining room also shows additional spots probably for the same reasona. All the spots plus are still there6. The family room didn’t have spots that were as noticeable as the living room and the dining rooma. The less noticeable spots are stil there7. Bottom line, nothing was accomplished except for a lot of wasted energy.8. I am not sure where the hours and minutes was spent but it was not spent working on my carpets.a. The service person brought the hoses and cleaning apparatus in at or about 10:20AM and had it all put away by 11:30. I. The living room was the first room he did. 1. He did not wait minutes for his magic solution to work and still do all rooms by 11:20.2. He had all the hoses and cleaning equipment on the truck by 11:30 ii. He started cleaning with the living room but not till about 10:30 iii. His total time spent cleaning was minutes iv. He got in and got out.b. He did not bother to ask us what we thought about the jobc. We went in and checked the work when we realized all the equipment had been put back on the truck and evidently he was finished. I. That was a little before 11:309. There was never anything offered or done to resolve their failed effort.a. It was all about getting in and getting outb. It would have been reasonable to do a redo,10. The respondent obviously had self-absorbed objectives with her response.a. Sweep this under the carpetb. Make this go away without any customer obligationc. Create pseudo credential to deflect from their failed effortsd. Misrepresent my commentse. Offer bling loyalty for the behavior of the office managerf. Hang on to the ill-gotten money they took from me. I. This is where their lack of integrity shows up11. It not my fault they didn’t do what they said they were going to do
Regards,
*** ***

To who it may concern: On December 4, 2017  we had Mr. & Mrs. [redacted] on schedule for carpet cleaning arriving between 10AM-Noon.  When the office staff spoke with Mr. & Mrs. [redacted] they scheduled three areas living room, dining room, and front room, which we gave them our special we...

was running at that time was $99.00 for traffic areas only no furniture moved and the rooms cannot exceed 250 sq. ft per room, at that time they added pet deodorizer for $36.00 in all three areas and they wanted fabric protector in all three areas for $45.00. The ticket was for $180.00 before the tech went out for the cleaning.  When the tech arrived he noticed stains and urine smell so he suggested that the rooms needed an OSR treatment (this is an odor stain removal specifically for pet urine stains) which is $125.00 per room.   After discussing  this with Mr. & Mrs. [redacted] they a decided to have the tech to do the OSR treatment in the living room and front door.  The process of the ORS treatment you have to saturate the carpet with OSR chemical and it has to set for 30 minutes, after it sets you then extracted and then steam clean it.  After the tech was finished with the OSR treatment and the carpet cleaning he then went to speak with the [redacted].  After the [redacted] reviewed the carpet cleaning they was not happy with the living room so they ask for him to take the charge off for that room,  the tech said he would have to call the office to okay that  he took the charge off their bill.  The tech called the office and explained what happen and then the  Office Manager spoke with Mr. [redacted] on the phone explaining to him that if he was not happy with the one room we would not charge him for it but he would be charge for the treatment in the front room because the treatment worked in that area.  Mr. [redacted] then responded that he didn’t feel he should have to pay for the front room since the living room didn’t turn out right.  The office manager has been with our company for 12 years and has never had a complaint about her customer service, I cannot tell you exactly what was said on that phone call, however I can assure you PHD and their employees do not call names or be hateful to their customers. As far as the time spent at Mr. & Mrs. [redacted] house, we do have GPS on all of our company vehicles and after future review the technician was at the [redacted] house for 2 hours and 6 minutes, which would have been plenty of time to complete the job in a thorough manor.   Stacy R[redacted] Office Manager PHD Carpet & Janitorial Services, Inc./Professional Carpet Systems 650 Main Street, Suite A Whiteland, IN 46184