La Amestia

RE: ID# [redacted] As stated by Mr [redacted] in his complaint, the stain was already there.Upon entering the home, the crew pointed out the stain and told Mr [redacted] it was a discoloration from pet urineHe told us that this was from the previous ownerThis stain cannot be removed, it becomes a permanent part of the carpet.We made a second trip to the home(at no charge)and made an effort to remove it, and also went over another area in the Dining room that wasn’t even asked of us to be re-cleanedThe stain is not something that Quick-Kleen placed on the carpet, it was already there prior to cleaningWe are unable to refund the money as requested because there is no justification and also no guarantee as stated on our order form.Mrs [redacted] went onto Yelp and placed two negative reviews in her name and one with a nameThis should show the level of integrity and honesty of the person we are dealing withYelp has since removed both reviews as unreliableThere is not anything further that we can do for Mrs [redacted] .Quick-Kleen Home Service

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This issue is the rug was over saturated with waterStaff did not abstract the water like they should have The carpet it a berber carpet not a thick piled rug It should have taken 24hrs to dry but took a little over 48hrs with fans and air conditioningWhile in the drying process the carpet was sticky and malodorous because the soap was not extractedThe carpet was worse when they left because now the soap/urine are trapped under the carpetingThe carpet will need redone in the meantime the windows in the room have to stay open due to the odor [redacted] ###-###-####ACCT: # [redacted] Regards, [redacted]

RE: ID# [redacted] We have reviewed the response from the customer and stand by our recommendations in our previous letter.The carpets were completely covered with urine and stainsWhen we went inside her home, we immediately suggested she deep-clean and sanitize the carpetsWe told her it would take anywhere from 24-hours to dry because we had to use twice the amount of shampoo to remove all the urine stains.We STRONGLY recommended on the day of service that she sanitize the carpets, she refusedThere is not much we can do when a customer chooses not to take the advice of the representativeWe are still willingly to come back out and sanitize her carpets at the same price she would have paid on the original date of service.If we can be of any other service, please do not hesitate to let us know.Quick-Kleen Home Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Prior to the treatment the stain was barely visibleAfter Quick-Kleen treated it, they turned a stain that was not an issue for us into an ugly problemPlease see attached image and let me know if it did not attachI do not know why the complaints on Yelp were removed by Quick-KleenMy wife and I are disgusted with this company and each posted on the site without knowing the other did as well [redacted] *

RE: ID# ***Ms *** states that her carpets were saturated and now smell and that she contacted other carpet cleaners regarding her problems.We can not comment on how long it takes carpets to dry with other companies, but we can with our two-step deep cleaning process that she purchased
Our two-step process of shampooing the carpet and steaming it under conditions can take up to hours to dryThe customer was also told to keep the AC running to keep the air moving to help the carpets dry and even place fans on the rooms to help air circulateIf these instructions are not followed, it will take more than one day to dryThis is also the reason the carpets have an odorOn that same day, we did other customers and no one else had that issue, a machine malfunction is not a possibilityThe only reason would be from poor air circulation.We offered many suggestions to correct the problem, one being that we would come out and sanitize the carpets, but there is a charge for this service.She refused to follow any advice we had to offer, the only thing she would accept is a full refund, she even tried to stop payment before contacting usUnforutnately, under the above circumstances and instructions that were not followed and refusal for us to correct the problem, I feel that we have done everything we can to rectify her concerns.Quick-Kleen Home Service

RE: ID# ***Ms*** states that she had to ask what time her appointment was amongst many other issues.When a customer schedules an appointment(some schedule a month in advance) schedules are not set up with appointment timesOur policy is to tell the customer that they will be called two
business days prior to let them know the window of their appointmentThis has been our policy for over years.We had called her on Thursday and Friday and could not leave a message because her voice mailbox was full and unable to accept any messagesWe were not able to confirm her appointment because she did not answer the phone the many times we attempted to call her and her voice mailbox was full.Unless a customers appointment is verified, we are unable to keep the appointment or we would have crews going to jobs that may not be home or had wanted to change their appointment due to various circumstancesAs a courtesy for her inconvenience, we offered to give her an upgrade on two rooms(which we normally charge for) and she declined.She wanted to talk to someone else, so she was told to contact customer service thru our e-mail and that her e-mail would be answered promptlyNever was she told that she would receive a phone callAll problems are handled thru e-mails for various reasons.Please keep in mind that this customer never even used Quick-KIeen but yet said she would write a bad review on Yelp, contact the Revdex.com and get her money back from Groupon, all of which she didYet, we continued to get e-mails asking what we are going to do for herHer money was refunded and she did not want us to come out to clean the carpets even with the free servicesThere is not anything further that we are able or willingly to do for Ms***.Quick-KIeen Home Services

RE: ID# ***Ms*** states that the Groupon advertisement is misleading and she was quoted an extra ten($10) dollars/room to move furniture or if the room was going to be empty.The Groupon states that is for the steam-cleaning of walkways and exposed areas of the roomsIf it were for rooms
that were empty and we moved the furniture at no extra charge it would not be necessary to state for walkways and exposed areas.Upon finding out, the potential customer called Groupon and got a full refund, she incurred no costs at all.Should you have any other questions, please feel free to call us.Quick-Kleen Home Services

Revdex.com: I hired Quick-Kleen carpet cleaning services to clean rooms in my house. They arrived in a beat-up, unmarked mini-van, which was a red flag to me, but the men were polite, and I gave them the benefit of the doubt. Unfortunately my intuition was correct. They absolutely saturated my carpets, and as a result, my house smelled horrible! I consultedwith other professional carpet cleaning companies immediately afterwards, and they told me the carpets should never have been as wet as they were, and the reason for the odor in my house was due to the saturation. It took about 2-days for the carpets to dry, and normally it should have taken no more than 12-hours when done correctlyQuick-Kleen has claimed that I didn’t follow their suggestions for proper carpet drying. Quick Kleen’s customer service representative claimed it was my fault if I was unhappy with their service and that "I had no one to blame except myself"…her exact words I informed her that my air conditioning was running prior to Quick-Kleen coming and has remained on ever since, which was their first suggestion at the time of service The second suggestion was to use fans to dry the carpets. I’m sorry but I don’t feel it’s my responsibility to go out and purchase fans for the sole purpose of drying my carpets. No other carpet cleaning company makes that suggestion. If my carpets weren’t so saturated then fans wouldn’t be completely unnecessary. Nor do other carpet cleaning companies make the suggestion of spraying Lysol on the carpets to eliminate the odor, which was the third Quick-Kleen suggestion. I shared these suggestions with other reputable carpet cleaning companies and Quick-Kleen’s suggestions were both unfamiliar and very surprising to them. This situation is clearly was not my fault. I am out well over $300, and I had to hire another carpet cleaning company to re-clean and deodorize my carpets and essentially fix the problem Quick-Kleen created which was an additional expense to me Quick-Kleen refused to accept my credit card when they arrived, although I had already given the receptionist my credit card information over the phone when I scheduled the appointment But interestingly enough they cashed my check on the very day they performed the service. I asked for a full refund and was denied. Quick-Kleen did offer to come out and deodorize my carpets but at an additional cost to me…hardly an appealing offer!! Quick-Kleen provides poor product service and the worst customer service I have ever experienced! They blame the consumer instead of taking responsibility for their own incompetence. According to the customer service representative, Quick-Kleen did other jobs that day. That’s an awful lot in one day… a perfect illustration of quantity over quality. After reading other reviews, saturating carpets seems to be what they do consistently well. If I’m guilty of anything, it’s not researching this company ahead of time
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]

RE: ID# [redacted]After reviewing the customers order form, he signed that the work was satisfactorily completed.We spoke to the cleaning crew that was at his home and they said that he had watched them clean every room and even asked them to go over several areas a second time, which they did. The...

problem is the walls have a build-up of nicotine from years of smoking. We explained that his walls might need more than one cleaning due to the nicotine and that we do charge for a second cleaning. This was explained to the customer when he scheduled the appointment and the crew also explained this to him when the arrived at his home(before the cleaning was started). The walls need to be painted.We would be happy to send our crew back to his home to do a second cleaning, however, there would be a charge for this service.Quick-KIeen Home Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don't accept their letter, as their advertisement is still false advertisement (please see the attached pictures of what was offered on the Groupon). Also, their letter stated that I didn't incur any costs -- please note that I never stated that I didn't get a refund because my complaint clearly stated that I wasn't seeking any money. I just want them to appropriately advertise the services that they're willing to offer. But clearly, by their Revdex.com rating, they are known to not be a great business and won't comply. I wish this to be closed, with the note that I am not satisfied with their response.
Regards,
[redacted]

RE: ID# [redacted]We have reviewed the response from the customer and stand by our recommendations in our previous letter.The carpets were completely covered with urine and stains. When we went inside her home, we immediately suggested she deep-clean and sanitize the carpets. We told her it would take anywhere from 24-48 hours to dry because we had to use twice the amount of shampoo to remove all the urine stains.We STRONGLY recommended on the day of service that she sanitize the carpets, she refused. There is not much we can do when a customer chooses not to take the advice of the representative. We are still willingly to come back out and sanitize her carpets at the same price she would have paid on the original date of service.If we can be of any other service, please do not hesitate to let us know.Quick-Kleen Home Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Prior to the treatment the stain was barely visible. After Quick-Kleen treated it, they turned a stain that was not an issue for us into an ugly problem. Please see attached image and let me know if it did not attach. I do not know why the complaints on Yelp were removed by Quick-Kleen. My wife and I are disgusted with this company and each posted on the site without knowing the other did as well. 
[redacted]

RE: ID# [redacted]As stated by Mr. [redacted] in his complaint, the stain was already there.Upon entering the home, the crew pointed out the stain and told Mr. [redacted] it was a discoloration from pet urine. He told us that this was from the previous owner. This stain cannot be removed, it becomes a...

permanent part of the carpet.We made a second trip to the home(at no charge)and made an effort to remove it, and also went over another area in the Dining room that wasn’t even asked of us to be re-cleaned. The stain is not something that Quick-Kleen placed on the carpet, it was already there prior to cleaning. We are unable to refund the money as requested because there is no justification and also no guarantee as stated on our order form.Mrs. [redacted] went onto Yelp and placed two negative reviews in her name and one with a false name. This should show the level of integrity and honesty of the person we are dealing with. Yelp has since removed both reviews as unreliable. There is not anything further that we can do for Mrs. [redacted].Quick-Kleen Home Service

RE: ID# [redacted]As stated in our previous response on September 18, 2015, we have gone back and recleaned the areas the customer requested. The stain was there prior to cleaning and we did everything we could to remove it for the customer. We have no guarantee, as stated on our order form that all stains will come out, so therefore, we are unable to refund any money.Mr. [redacted] has asked why Quick-Kleen removed the complaints on Yelp, we did not remove the complaints, Yelp removed them.If we should be of any further assistance, please do not hesitate to let us know.Quick-Kleen Home Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issue is the rug was over saturated with water.  The excessive water used to clean the carpet needed to be extracted.   The carpet it a berber carpet not a thickpiled rug.  It should have taken 24hrs to dry but took a little over 48hrs with 2 fans and air conditioning. While in the drying process the carpet was sticky and malodorous because the soapy water was not extracted. The carpet was worse when they left because now the soap/urine are trapped under the carpeting. The carpet will need re-cleaned.  In the meantime the windows in the room have to stay  open due to the odor.

RE: ID [redacted]Upon entering the home of [redacted] the carpet was completely covered with urine
stains. In addition, there were pieces of broken plastic all over the carpet that needed to
be picked up by hand. We usually charge a room preparation fee to pick up debris from
the carpet to prepare...

it for cleaning. We picked up all the plastic pieces by hand and did
not charge the customer for this service.
We suggested to sanitize the carpets because her carpets were covered with dog urine,
she refused. We cleaned her carpets with the same procedure used in every other house.
It was explained to Ms [redacted] her carpets may take longer to dry than normal because
we used twice the amount of shampoo to try and remove all ofthe urine stains.
We are able to come back and sanitize the carpet at the price she would have paid on the
original date of cleaning. If she wants go get rid ofthe pet odor, she would need to
sanitize the carpet as we previously recommended.
If we can be of any other service, please do not hesitate to let us know.
Quick-Kleen Home Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This issue is the rug was over saturated with water. Staff did not abstract the water like they should have.  The carpet it a berber carpet not a thick piled rug.  It should have taken 24hrs to dry but took a little over 48hrs with 2 fans and air conditioning. While in the drying process the carpet was sticky and malodorous because the soap was not extracted. The carpet was worse when they left because now the soap/urine are trapped under the carpeting. The carpet will need redone in the meantime the windows in the room have to stay open due to the odor. [redacted]###-###-####ACCT:  #[redacted] Regards,[redacted]