Liberty All Floor Care

May 1, 2014Dear [redacted] (BBB),The following is a response to the complaint of [redacted] , who resides at [redacted] , PA [redacted] (Assigned ID of [redacted] ), on April 15, 2014 at 11:10:510 AM, regarding the carpetcleaning business services he did not... receive: [redacted] stated in his complaint letter to the BBB that he got an ad in [redacted] sic] from liberty inc. [sic] that states any five rooms carpet steam cleaned for 89.00...” However, what [redacted] failed to include in his statement is that the advertisement, in fact, states: “Maintenance Steam Cleaning. [redacted] failed to read andor interpret the actual meaning of the words in the advertisement. The word Maintenance” is defined as the process of keeping something in good condition.” [redacted] s carpets were NOT in good condition when the Liberty All Floor Care technician assessed the job and offered an estimated cost of services; therefore, the technician would not have been able to provide the advertised service of maintaining carpets that were already cared for, because, **. [redacted] s carpets were heavily soiled and in need of an initial service of Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc.Liberty All Floor Care will only attempt to provide services it can actually provide. Steam cleaning services are just that: One definition of the word Steam.” - as it applies in this case - is to clean or otherwise treat with steam .. the vapor into which water is converted when heated.”The coupon is not, as **. [redacted] accuses in his complaint letter, a bate and switch... to a higher price.” The coupon clearly states what the discounted service is for. The coupon is written in plain English, yet, in his complaint letter, [redacted] *. [redacted] states, This kind of phony ads have sic] got to stop.” I will be more than happy to forward a copy of the coupon, to which [redacted] is refering, for clarification purposes. There is no use of lofty vocabulary on the coupon. If [redacted] was not able to accurately interpret the words printed on the coupon, the person who received his call, when he set up the appointment, would have accurately informed him of the meaning of the words printed on the coupon: “Maintenance Steam Cleaning” and the services thereof. Liberty All Floor Care offers free estimates” to people who are interested, yet unsure of the floor or carpet services it provides. [redacted] was in no way obligated to receive cleaning services beyond Maintenance Steam Cleaning, nor was he obligated to accept any carpet cleaning services at all, once the technician had arrived at his home, in the same way that the technician is obligated to refuse money for services that he can not provide. The technician suggested other services to clean [redacted] s carpets, but could not dupe [redacted] by performing a routine maintenance steam cleaning service, as advertised, because the carpets would have been left with an undesirable odor, one that already existed and would have been enhanced by steam vapors without the suggested Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc. [redacted] refused these services, as his right, but it is not his right to insist that Liberty All Floor Care provide a service to which it cannot stand behind. It is not in Liberty All Floor Cares best interest to leave a customer unsatisfied. We could not justify taking [redacted] s money, just to simply make a quick buck" after traveling to his house. [redacted] s carpets would have been left in the same condition, if not in worse condition, from just a routine maintenance steam cleaning service. The coupon is not deceitful" as [redacted] accuses in his complaint. He made no prior inquiries about the services provided, regarding the coupon, when he called our office for an appointment. His carpets had not been routinely cared for. Liberty All Floor Care is not deceptive in its advertising coupons: They are written in plain English. And, Liberty All Floor Care will not provide a cleaning service that will potentially add damage to already soiled, stained, andor odorous carpets.Sincerely,Liberty All Floor Care

I contracted Liberty All Floor Care to clean and stretch my carpets, rooms They verbally stated they would move all furniture to clean underneath and all I had to do was to remove all breakables They arrived 12/28/ When they started cleaning the carpets upstairs they asked for a water supplyThey put a bucket in the kitchen sink to fill their machineWhile removing the bucket from the sink they splashed water on the wood kitchen floorAfter a quick walk around when finished they presented me with a bill We were going to pay with a credit card, but when we were giving him a charge card they stated we had to pay the 4% fee they are charged for using the charge cardThis was never stated in the AD, nor explained to us prior to starting the jobOriginally when giving the estimate, the owner stated we needed the living room stretched as wellWhen showing us he kicked the living room carpet with his work shoes which made the carpet ripple The co-owner who did the job stated we didn't need the living room stretched and stated that when the carpet dried the ripples would disappear When they left we noticed they had spilled water at the entrance linoleum floorDue to the acrylic waxing the floor turned white and had bubbled up We called them a few days later to explain to them the living room carpet still had ripples in it and we would like to discuss the issue of charging us for the stretching of the living carpet which the co-owner stated it didn't need and also to discuss several other concerning problemsIn the mean time we discovered they emptied the old dirty water at the end of our driveway and all carpet fibers as well as chunks of carpet strands were all over the drivewayWe also discovered the carpets were not tacked under the base boardsAfter 4-calls of which we were asking for a refund for the living room which was never stretched, we finally got a response and the owner and co-owner came to our house After going over our concerns the visit turned uglyThe owner started raising his voiceI explained that I would never recommend his company and the owner stated that he didn't care about recommendations because he had enough business He ranted that he didn't care about the BB Bureau because they only wanted money and his complaints didn't matter to himThe co-owner started raising his voice at meI told the owner that I didn't want his partner in my house ever again and his partner cursed and stormed out of the houseThe owner started raising his voice and stated he was not giving us a refund but would clean our carpets in May for nothing He wrote this down on the back of his business card After seeing the unprofessional attitude of both he and his partner I will not be doing any further business with this company and certainly would not recommend them

July 11, 2016Dear *** *** (Revdex.com),The following is a response to the complaint made on June 23, and was assigned an ID of ***, by *** ***, who resides at *** * *** ***., Feasterville Trevose, PA ***.*** ***'s Husband requested services for two rooms, carpet cleaningWhen
arrived, *** ***'s husband was not there*** *** showed me the two roomsBoth rooms' carpets had urine stains and feces stains from *** ***'s dog (she explained).*** *** agreed to pay $for a deep cleaning of both carpets(One carpet was years old, and the other carpet was less than years old)explained to *** *** that the older carpets have stains that caused permanent discoloration of the carpet*** *** understood that I could not reverse the discoloration - just deep clean itI also needed to apply a urine-stain treatment, deodorizer.After we (me and a co-worker) were through with the job, *** *** said that she would only pay me $and not the $she had agreed to pay before the work began.I told her that a payment of $was "unacceptable" and I called the policeWhen the police arrived, the officer explained to *** *** that what she was doing was called "Theft of Service." *** *** lied to the police officers regarding the original cost of service-insisting that she had agreed to pay $rather than $At that time, told *** *** that she was "lying to a police officer." The police officer asked to see the carpet cleaning job that we had performedWhen he saw the extent of work that was done, the officer said that $was a "good and fair price." The police officer then told *** *** that he was going to write her up for a $citation when she still refused to pay the full, agreed-upon amountAt that time, I explained to *** *** that it would benefit her to pay the $100, rather than to receive a $citation from the policeThereupon, *** *** agreed to pay the full amount of $100, and the police officer did not issue her a $citation.At Liberty All Floor Care, no estimates are given to customers until an actual appointment is scheduledAll coupons and advertisements are explained to each potential client*** *** had a coupon for "Maintenance Steam Cleaning." The word "Maintenance" is defined as "the process of keeping something in good condition." One definition of the word "Steam" - as it applies in this case - is "clean or otherwise treat with steam the vapor into which water is converted when heated." The coupon is not, as *** *** accuses in her letter, used "to get in people's houses and attempt to rip you off." The coupon clearly states what the discounted service is forThe coupon is written in plain EnglishThere is no use of lofty vocabulary on the couponThere is no ambiguity or mixing of words either.In addition, I did not threaten *** ***, as she recklessly accuses in her complaint; simply called the police and the authorities arrived to assist with the disputeThe police concluded that *** *** was lying about the priceThe police accused *** *** of attempting to commit the crime called "Theft of Service.” They told her that they were going to write her up on a $citationIn the end, she paid and had no complaint about the actual carpet cleaning serviceWe deep cleaned her carpetsThe stains were not stains but rather areas that were discoloredAll of this was explained to *** *** before the work commenced, and she agreed to pay $100.Sincerely,Liberty All Floor Care

May 1, 2014Dear [redacted] (Revdex.com),The following is a response to the complaint of [redacted], who resides at [redacted], PA [redacted] (Assigned ID of [redacted]), on April 15, 2014 at 11:10:510 AM, regarding the carpetcleaning business services he did not...

receive:[redacted] stated in his complaint letter to the Revdex.com that he got an ad in [redacted] sic] from liberty inc. [sic] that states any five rooms carpet steam cleaned for 89.00...” However, what [redacted] failed to include in his statement is that the advertisement, in fact, states: “Maintenance Steam Cleaning. [redacted] failed to read andor interpret the actual meaning of the words in the advertisement. The word Maintenance” is defined as the process of keeping something in good condition.” [redacted]s carpets were NOT in good condition when the Liberty All Floor Care technician assessed the job and offered an estimated cost of services; therefore, the technician would not have been able to provide the advertised service of maintaining carpets that were already cared for, because, **. [redacted]s carpets were heavily soiled and in need of an initial service of Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc.Liberty All Floor Care will only attempt to provide services it can actually provide. Steam cleaning services are just that: One definition of the word Steam.” - as it applies in this case - is to clean or otherwise treat with steam .. the vapor into which water is converted when heated.”The coupon is not, as **. [redacted] accuses in his complaint letter, a bate and switch... to a higher price.” The coupon clearly states what the discounted service is for. The coupon is written in plain English, yet, in his complaint letter, [redacted] states, This kind of phony ads have sic] got to stop.” I will be more than happy to forward a copy of the coupon, to which [redacted] is refering, for clarification purposes. There is no use of lofty vocabulary on the coupon. If [redacted] was not able to accurately interpret the words printed on the coupon, the person who received his call, when he set up the appointment, would have accurately informed him of the meaning of the words printed on the coupon: “Maintenance Steam Cleaning” and the services thereof. Liberty All Floor Care offers free estimates” to people who are interested, yet unsure of the floor or carpet services it provides. [redacted] was in no way obligated to receive cleaning services beyond Maintenance Steam Cleaning, nor was he obligated to accept any carpet cleaning services at all, once the technician had arrived at his home, in the same way that the technician is obligated to refuse money for services that he can not provide. The technician suggested other services to clean [redacted]s carpets, but could not dupe [redacted] by performing a routine maintenance steam cleaning service, as advertised, because the carpets would have been left with an undesirable odor, one that already existed and would have been enhanced by steam vapors without the suggested Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc. [redacted] refused these services, as his right, but it is not his right to insist that Liberty All Floor Care provide a service to which it cannot stand behind. It is not in Liberty All Floor Cares best interest to leave a customer unsatisfied. We could not justify taking [redacted]s money, just to simply make a quick buck" after traveling to his house. [redacted]s carpets would have been left in the same condition, if not in worse condition, from just a routine maintenance steam cleaning service. The coupon is not deceitful" as [redacted] accuses in his complaint. He made no prior inquiries about the services provided, regarding the coupon, when he called our office for an appointment. His carpets had not been routinely cared for. Liberty All Floor Care is not deceptive in its advertising coupons: They are written in plain English. And, Liberty All Floor Care will not provide a cleaning service that will potentially add damage to already soiled, stained, andor odorous carpets.Sincerely,Liberty All Floor Care

Review: Classic 'bait and switch.' Ads and estimates quote one price, the actual price 4X higher. As you will see from online ratings, when consumers complain the company sometimes offers a cash 'discount.' Unprofessional and unethical behavior. (And I teach advertising ethics.)

I trust this complaint will be acted on.Desired Settlement: Apology and refund of cost above estimate.

Review: On July 15 2013 this company came out to "clean" 3 carpets in my house. After they left I noticed that the rug did not look clean and the furniture was not moved so that it could be cleaned under. I called the company the same day and I told them that the person who cleaned my rugs did a crappy job. I also asked her if they were to remove furniture and clean the rug under the furniture and she told me yes and I told her that was not done. She said they can come back on July 17 2013 between 2-4 and I said fine. Well 2-4 came and went and I called again and she said that appointment has been cancelled (without letting me know) and it was rescheduled for July 30th between 2-4 and once again I said fine. As it turns out they came out earlier than 2-4 when nobody was home, someone was here between 2-4 when they said they would come out. So, I called yet again and she told me they will be out on August 1 between 8am-10am, well guess what they never showed and I called yet again and they woman told me she will call me back and has not. At this point I do not even want them to clean my carpets, I just want my $323.24 back that they stole from me.Desired Settlement: I would like my $323.24 back either by check or cash.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: MY mother is an 84 year old that currently has a nurses aid living with for heath reasons. I control most of her financial needs. Without me knowing she called Liberty All Floor Care from an advertisement to have her bedroom rug cleaned and two chairs cleaned. Their ad has very low prices. On a visit I found a receipt for $502. I could not believe it. I contacted two rug companies in the area. [redacted] which is National company, their estimate was $225.00 and a local rug company and their estimate was $148.00. They really took advantage of an older women on a fixed income. I have called Liberty four times to try and get a refund but they never call back. I used my address. The cleaning happened at [redacted], PA [redacted].Desired Settlement: I'd would like to get $250.00 back.

Business

Response:

April 20, 2014Dear [redacted] (Revdex.com),The following is a response to the complaint made on March 29, 2014 at 10:18:17 AM (Assigned ID of [redacted]), by [redacted], who resides at [redacted] PA [redacted] is the son of the paying customer [redacted] (who purchased services from Liberty All Floor Care) [redacted], who resides at [redacted] PA [redacted] made a complaint regarding the cost of the carpetcleaning business services that his mother received on March 20, 2014.[redacted] requested services to have her bedroom rug and two chairs deep cleaned; that is, sanitized and deodorized (including heavily trafficked areas), to have oily spots and water marks removed, and to have color spot discolorations removed. [redacted] was made aware of the price of the job before the Liberty All Floor Care technician began services. [redacted] agreed to the cost of the service, as indicated by her signature on the service receipt that reads Customer Signature To Begin Work, before the service began. [redacted] was pleased with the job after the service was complete – again, as indicated by her signature on the service receipt that reads: “Customer Service Work Has Been Satisfactory Completed.”[redacted] stated in his complaint that he thinks that his 84 year old sic] mother" paid an unfair price for the services she requested. [redacted] stated, "I have called Liberty four times to try and get a refund but sic] they never call back.” However, I (the ownermanager of Liberty All Floor Care) did call him back several times. If the Revdex.com requests a copy of the phone bill details from Liberty All Floor Care, in order to confirm the times, dates and phone numbers of this matter, then Liberty All Floor Care will provide the phone records, as they are available. [redacted] called from two different numbers among the several occasions he has stated. I spoke to [redacted] upon one of my return calls who insisted that she was very pleased” with the services that Liberty All Floor Care provided for her. She also stated that her sons complaints should be ignored.[redacted] stated in his complaint to the Revdex.com that his elderly mother "currently has a nurses aid living with sic] for health reasons” and that he controls most of her sic] financial needs.” I am assuming that he means that controls his mothers financial needs, but the phrasing in his letter indicates that he controls most of the nurse’s financial needs. This may be a pronoun reference error, but it is not exactly clear in meaning, as stated.Liberty All Floor Care gave [redacted] a senior citizen discount for the services she received (see receipt). [redacted]'s complaints are unfounded. He claims that he received an estimate for cleaning services from other companies for the same job, for a cheaper price; however, the other companies he listed did not examine the extent of work that was to be performed for a specific cost. This claim makes no sense. At Liberty All Floor Care, no estimates are given to customers until an actual appointment is scheduled. All coupons and advertisements are explained to each potential client. At the meeting of estimation, no customer is required to agree to the services offered by Liberty All Floor Care. We at Liberty All Floor Care are not guilty of ageism; we have the highest regard and respect for the elderly. If **. [redacted] is not pleased with his mother's independent purchase, then that is something that he should perhaps discuss with her and her full-time, live-in nurse's aid.Again, [redacted] was satisfied with the services performed by Liberty All Floor Care. She told me, during one of my return phone calls that she “loved” the outcome of our work.Sincerely,Liberty All Floor Care

Review: I got an ad in [redacted] from liberty inc. that states any five rooms carpet steam cleaned for $ 89.00 , two men showed up and they tried to bate and switch me to a higher priced

cleaning job, I told them I wanted the $89.95 job that the ad calls for he refused to do the job that the ad called for and again he tried to switch me to a higher priced job all I want is the

$89.95 JOB FOR FIVE ROOMS CALLED FOR IN THE AD THANK YOU [redacted] ( PLEASE THIS KIND OF PHONY ADS HAVE GOT TO CEASE)Desired Settlement: FIVE ROOM OF RUGS CLEANED FOR $89.00 DOLLARS AS CALLED FOR IN THE AD BY LIBERTY INC.

Business

Response:

May 1, 2014Dear [redacted] (Revdex.com),The following is a response to the complaint of [redacted], who resides at [redacted], PA [redacted] (Assigned ID of [redacted]), on April 15, 2014 at 11:10:510 AM, regarding the carpetcleaning business services he did not receive:[redacted] stated in his complaint letter to the Revdex.com that he got an ad in [redacted] sic] from liberty inc. [sic] that states any five rooms carpet steam cleaned for 89.00...” However, what [redacted] failed to include in his statement is that the advertisement, in fact, states: “Maintenance Steam Cleaning. [redacted] failed to read andor interpret the actual meaning of the words in the advertisement. The word Maintenance” is defined as the process of keeping something in good condition.” [redacted]s carpets were NOT in good condition when the Liberty All Floor Care technician assessed the job and offered an estimated cost of services; therefore, the technician would not have been able to provide the advertised service of maintaining carpets that were already cared for, because, **. [redacted]s carpets were heavily soiled and in need of an initial service of Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc.Liberty All Floor Care will only attempt to provide services it can actually provide. Steam cleaning services are just that: One definition of the word Steam.” - as it applies in this case - is to clean or otherwise treat with steam .. the vapor into which water is converted when heated.”The coupon is not, as **. [redacted] accuses in his complaint letter, a bate and switch... to a higher price.” The coupon clearly states what the discounted service is for. The coupon is written in plain English, yet, in his complaint letter, [redacted] states, This kind of phony ads have sic] got to stop.” I will be more than happy to forward a copy of the coupon, to which [redacted] is refering, for clarification purposes. There is no use of lofty vocabulary on the coupon. If [redacted] was not able to accurately interpret the words printed on the coupon, the person who received his call, when he set up the appointment, would have accurately informed him of the meaning of the words printed on the coupon: “Maintenance Steam Cleaning” and the services thereof. Liberty All Floor Care offers free estimates” to people who are interested, yet unsure of the floor or carpet services it provides. [redacted] was in no way obligated to receive cleaning services beyond Maintenance Steam Cleaning, nor was he obligated to accept any carpet cleaning services at all, once the technician had arrived at his home, in the same way that the technician is obligated to refuse money for services that he can not provide. The technician suggested other services to clean [redacted]s carpets, but could not dupe [redacted] by performing a routine maintenance steam cleaning service, as advertised, because the carpets would have been left with an undesirable odor, one that already existed and would have been enhanced by steam vapors without the suggested Deep Scrub Cleaning and Pre Condition Protection/ Sanitizer & Deodorizer, etc. [redacted] refused these services, as his right, but it is not his right to insist that Liberty All Floor Care provide a service to which it cannot stand behind. It is not in Liberty All Floor Cares best interest to leave a customer unsatisfied. We could not justify taking [redacted]s money, just to simply make a quick buck" after traveling to his house. [redacted]s carpets would have been left in the same condition, if not in worse condition, from just a routine maintenance steam cleaning service. The coupon is not deceitful" as [redacted] accuses in his complaint. He made no prior inquiries about the services provided, regarding the coupon, when he called our office for an appointment. His carpets had not been routinely cared for. Liberty All Floor Care is not deceptive in its advertising coupons: They are written in plain English. And, Liberty All Floor Care will not provide a cleaning service that will potentially add damage to already soiled, stained, andor odorous carpets.Sincerely,Liberty All Floor Care