Lone Star Carpet Care and Restoration

Complaint: [redacted] I am rejecting this response because: No resolution has been offered by the business The business merely replied with bad information and attempted to blame the damage they caused to my grout on me During the time in question the company explained to me that the damage had been caused by a bad productThen they later came back and said that my tile had never been sealed so when [redacted] initially cleaned the tile, he used an acidic cleaner and that had caused the white residue and when they returned it was to reclean the tile/grout with a different chemical that was less acidic to counter the first chemical After that didn't work [redacted] began to imply that it was caused by something we had doneThe company began their response stating that I was "concerned the service take place ASAP, as his wife was returning from active military duty and he and his son "dirtied the carpet, tile and grout" and was concerned it be professionally cleaned prior to his wife's return in order to stay in her good graces In addition to our service, he had secured professional housecleaning service, etc., to restore the home's appearance to that prior to her active duty service." VERY OFFENSIVE AND VERY UNTRUE! First my spouse is not in the military, she was away from town for training At no time did I ever indicate that anyone had "dirtied the carpet, tile, and grout", nor did I or have I ever secured any professional housecleaning services More importantly I inquired about weekend work after purchase the coupon through Groupon because I have a difficult time taking off work and I preferred the services be provided on a weekend And yes I did indicate that I wanted to get it finished before my wife returned but only because I wanted to surprise her as we had been looking into having the carpets, tile, and grout cleaned (Our home is approximately years old and we had not used these services before this attempt.)After purchasing the Groupon coupon I contacted the company to see if weekend work was available and to inquire about additional services on top of the coupon I had purchased Mr [redacted] contacted me and volunteer to honor the coupon on a weekend (stating they normally do not do that) but because it sounded like I wanted several other services he would have [redacted] out the following weekend There was never any discussion that anything had been "dirtied" and I find that extremely offensive As a matter of fact, [redacted] and [redacted] both made comments while in our home about what a nice home we had and how well maintained it was.Furthermore, the company stated that I was indeed satisfied with the results after having the tile re-cleaned and it was after my wife returned that I became unsatisfied That is an outright lie! I have text messages to show that at no point was I satisfied I began exchanging text messages with [redacted] the night he initially cleaned the tile, the following morning, and those text message continue until the company no longer would return my calls or answer my text Of the supposed "over trips to this customer's house", it was actually the initial cleaning and return trips, of those return trips took place while my wife was still out of town Additionally, there is reference to "recleaned and resealed the grout numerous times", the tile and grout was re-cleaned twice because the company was trying to rid the grout of the discoloration The grout was only sealed once - total After the re-cleanings, I asked the company to hold off on resealing the grout because I was still unhappy with the discoloration To date my grout is still not sealed.As the company does indicate I did show them my upstairs tile to let them see the difference between the grout they had cleaned and the grout upstairsThe grout upstairs shows no pitting which seems to contradict that the pitting was something caused by the builder that went unnoticed for years Additionally the "same white powdery substance" that was found upstairs was only found in one restroom around the toilet And I did agree that more harsh chemicals, such as Windex, had been used to cleanaround the toilets I also emphasized that my wife normally took care mopping the house and she normally just used water and a Rubbermaid device that had washable pads I even showed Mr [redacted] and his witness the Rubbermaid device and the cleaning padThe company's response portrays me as a customer that cannot be satisfied and makes it appear as though they have gone above and beyond This is not the case My home looked better before they ever cleaned in our home and I have pictures showing that I volunteered to accept a partial refund and just pay someone else to re-grout the tile This was after it was evident that the attempts made by the company were not working During his last visit [redacted] stated he would be back out to clean again and to re-grout where needed However, rather than keep his word, his text became more of blame on others and then he just quit answering text and no longer returned my phone calls.This is the first time I have ever experienced anything like this Prior to this, I have never submitted a complaint to the Revdex.com and I can't even remember a time that I have asked for a service to be re-performed in my home The bottom line is this company provided a service for $(and no, a detailed invoice was never provided from the company so I am not in possession of any such invoice, only two lump sum receipts were provided as I used two payment methods.) and now the groutin the downstairs portion of our home looks worse than it ever has Did I mention that at one point the company even told me if I ever needed the carpet touched up just give them a call and they would stop by at no charge because for all the problems we had? Not sure that would be an offer I would make to such a difficult customer that had caused the problemRegards, [redacted]

When the customer first booked the appointment he was very concerned that the service take place ASAP, as his wife was returning from active military duty and he and his son "dirtied the carpet, tile and grout" and was
concerned it be professionally cleaned prior to his wife's return in order to stay in her good graces. In addition to our service, he had secured professional housecleaning service, etc., to restore the home's appearance to that prior to her active duty service. We made special accommodations to facilitate this particular clean on a Saturday, prior to the customer's wife's subsequent return. After the service, the customer called complaining of a white powdery substance remaining on the grout. Our technician, ***, returned to the customer's home on March 17th and re-cleaned the tile and grout. On March 18th, *** once again returned to the customer's home and upon approval of the previous day's clean proceeded to seal the tile and grout with the homeowner's verbal approval and permission. At this point the customer conveyed he was indeed satisfied with the results. It was only after the customer's wife returned home, that he once again became unsatisfied with the job (he said his wife was “OCD”). It was at this point that *** ***, the owner, intervened and made another appointment to go to the customer's house to personally assess and re-clean the tile and grout, now for the fourth time. The customer pointed out areas of "pitting" in the grout which were additionally of concern. While pitting could occur from our acid cleaning agent being un-neutralized, upon inspection, this particular type of pitting was NOT a result of our cleaning at all, but rather improper grout installation by the original home builder and likely not noticeable until the grout was cleaned. Pitting, in this case, occurs when air is mixed into the grout mixture and become air pockets -- and was in no way a result of our cleaning. Mr*** explained this to the homeowner, but as a courtesy, *** went and purchased grout (at our expense) and re-grouted or pin holes (roughly the size of the tip of a ball point pen) -- again which occurred NOT as a result of our cleaning, but we strive to go above and beyond to satisfy each customer. Further evidence of faulty original installation of the tile and grout could be seen in inconsistent levels of the tile and grout surface and very shallow un-level grout lines. After regrouting the tile, Mr*** returned to the customer's home for a fifth time per the customer's request. It was upon this visit that the homeowner took Mr*** (and a co-worker) to the upstairs bathroom to compare that un-cleaned grout with the downstairs grout that had been cleaned by our company. Upon inspection, the same white powdery substance was on the upstairs (uncleaned/untouched) grout as was present downstairs that the customer had attributed to us. The customer then disclosed to Mr***, in front of a witness, (Mr*** ***) that he has used Windex to clean his grout. Windex would result in a white powdery substance and damage to the grout. In all, we made over trips to this customer's house to try to satisfy him, recleaned and resealed the grout numerous times, even re-grouting areas. Furthermore, the total amount of $was not exclusively for tile cleaning rather the total to include carpets, mattress, etc. The tile cleaning was approximately $of that amount. The customer is in possession of a detailed invoice which shows the breakdown and cost of each service

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that Mediation is necessary
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  No resolution has been offered by the business.  The business merely replied with bad information and attempted to blame the damage they caused to my grout on me.  During the time in question the company explained to me that the damage had been caused by a bad product. Then they later came back and said that my tile had never been sealed so when [redacted] initially cleaned the tile, he used an acidic cleaner and that had caused the white residue and when they returned it was to reclean the tile/grout with a different chemical that was less acidic to counter the first chemical.  After that didn't work [redacted] began to imply that it was caused by something we had done. The company began their response stating that I was "concerned the service take place ASAP, as his wife was returning from active military duty and he and his son "dirtied the carpet, tile and grout" and was concerned it be professionally cleaned prior to his wife's return in order to stay in her good graces.  In addition to our service, he had secured professional housecleaning service, etc., to restore the home's appearance to that prior to her active duty service."  VERY OFFENSIVE AND VERY UNTRUE!  First my spouse is not in the military, she was away from town for training.  At no time did I ever indicate that anyone had "dirtied the carpet, tile, and grout", nor did I or have I ever secured any professional housecleaning services.  More importantly I inquired about weekend work after purchase the coupon through Groupon because I have a difficult time taking off work and I preferred the services be provided on a weekend.  And yes I did indicate that I wanted to get it finished before my wife returned but only because I wanted to surprise her as we had been looking into having the carpets, tile, and grout cleaned.  (Our home is approximately 5 years old and we had not used these services before this attempt.)After purchasing the Groupon coupon I contacted the company to see if weekend work was available and to inquire about additional services on top of the coupon I had purchased.  Mr. [redacted] contacted me and volunteer to honor the coupon on a weekend (stating they normally do not do that) but because it sounded like I wanted several other services he would have [redacted] out the following weekend.  There was never any discussion that anything had been "dirtied" and I find that extremely offensive.  As a matter of fact, [redacted] and [redacted] both made comments while in our home about what a nice home we had and how well maintained it was.Furthermore, the company stated that I was indeed satisfied with the results after having the tile re-cleaned and it was after my wife returned that I became unsatisfied.  That is an outright lie!  I have text messages to show that at no point was I satisfied.  I began exchanging text messages with [redacted] the night he initially cleaned the tile, the following morning, and those text message continue until the company no longer would return my calls or answer my text.  Of the supposed "over 10 trips to this customer's house", it was actually the initial cleaning and 5 return trips, of those return trips 3 took place while my wife was still out of town.  Additionally, there is reference to "recleaned and resealed the grout numerous times", the tile and grout was re-cleaned twice because the company was trying to rid the grout of the discoloration.  The grout was only sealed once - total.  After the re-cleanings, I asked the company to hold off on resealing the grout because I was still unhappy with the discoloration.  To date my grout is still not sealed.As the company does indicate I did show them my upstairs tile to let them see the difference between the grout they had cleaned and the grout upstairs. The grout upstairs shows no pitting which seems to contradict that the pitting was something caused by the builder that went unnoticed for 5 years.  Additionally the "same white powdery substance" that was found upstairs was only found in one restroom around the toilet.  And I did agree that more harsh chemicals, such as Windex, had been used to cleanaround the toilets.  I also emphasized that my wife normally took care mopping the house and she normally just used water and a Rubbermaid device that had washable pads.  I even showed Mr. [redacted] and his witness the Rubbermaid device and the cleaning pad. The company's response portrays me as a customer that cannot be satisfied and makes it appear as though they have gone above and beyond.  This is not the case.  My home looked better before they ever cleaned in our home and I have pictures showing that.  I volunteered to accept a partial refund and just pay someone else to re-grout the tile.  This was after it was evident that the attempts made by the company were not working.  During his last visit [redacted] stated he would be back out to clean again and to re-grout where needed.  However, rather than keep his word, his text became more of blame on others and then he just quit answering text and no longer returned my phone calls.This is the first time I have ever experienced anything like this.  Prior to this, I have never submitted a complaint to the Revdex.com and I can't even remember a time that I have asked for a service to be re-performed in my home.  The bottom line is this company provided a service for $688 (and no, a detailed invoice was never provided from the company so I am not in possession of any such invoice, only two lump sum receipts were provided as I used two payment methods.) and now the groutin the downstairs portion of our home looks worse than it ever has.  Did I mention that at one point the company even told me if I ever needed the carpet touched up just give them a call and they would stop by at no charge because for all the problems we had?  Not sure that would be an offer I would make to such a difficult customer that had caused the problem. Regards,
[redacted]

When the customer first booked the appointment he was very concerned that the service take place ASAP, as his wife was returning from active military duty and he and his son "dirtied the carpet, tile and grout" and was concerned it be professionally cleaned prior to his wife's return in...

order to stay in her good graces.  In addition to our service, he had secured professional housecleaning service, etc., to restore the home's appearance to that prior to her active duty service.  We made special accommodations to facilitate this particular clean on a Saturday, prior to the customer's wife's subsequent return.  After the service, the customer called complaining of a white powdery substance remaining on the grout. Our technician, [redacted], returned to the customer's home on March 17th and re-cleaned the tile and grout.  On March 18th, [redacted] once again returned to the customer's home and upon approval of the previous day's clean proceeded to seal the tile and grout with the homeowner's verbal approval and permission. At this point the customer conveyed he was indeed satisfied with the results.  It was only after the customer's wife returned home, that he once again became unsatisfied with the job (he said his wife was “OCD”).  It was at this point that [redacted], the owner, intervened and made another appointment to go to the customer's house to personally assess and re-clean the tile and grout, now for the fourth time.  The customer pointed out areas of "pitting" in the grout which were additionally of concern.  While pitting could occur from our acid cleaning agent being un-neutralized, upon inspection, this particular type of pitting was NOT a result of our cleaning at all, but rather improper grout installation by the original home builder and likely not noticeable until the grout was cleaned.  Pitting, in this case, occurs when air is mixed into the grout mixture and become air pockets -- and was in no way a result of our cleaning.  Mr. [redacted] explained this to the homeowner, but as a courtesy, [redacted] went and purchased grout (at our expense) and re-grouted 12 or 13 pin holes (roughly the size of the tip of a ball point pen) -- again which occurred NOT as a result of our cleaning, but we strive to go above and beyond to satisfy each customer.  Further evidence of faulty original installation of the tile and grout could be seen in inconsistent levels of the tile and grout surface and very shallow un-level grout lines.  After regrouting the tile, Mr. [redacted] returned to the customer's home for a fifth time per the customer's request.  It was upon this visit that the homeowner took Mr. [redacted] (and a co-worker) to the upstairs bathroom to compare that un-cleaned grout with the downstairs grout that had been cleaned by our company.  Upon inspection, the same white powdery substance was on the upstairs (uncleaned/untouched) grout as was present downstairs that the customer had attributed to us. The customer then disclosed to Mr. [redacted], in front of a witness, (Mr. [redacted]) that he has used Windex to clean his grout.  Windex would result in a white powdery substance and damage to the grout.  In all, we made over 10 trips to this customer's house to try to satisfy him, recleaned and resealed the grout numerous times, even re-grouting areas.  Furthermore, the total amount of $688 was not exclusively for tile cleaning rather the total to include carpets, mattress, etc.  The tile cleaning was approximately $200 of that amount.  The customer is in possession of a detailed invoice which shows the breakdown and cost of each service.

Complaint: [redacted]I am rejecting this response because:  No resolution has been offered by the business.  The business merely replied with bad information and attempted to blame the damage they caused to my grout on me.  During the time in question the company explained to me that the damage had been caused by a bad product. Then they later came back and said that my tile had never been sealed so when [redacted] initially cleaned the tile, he used an acidic cleaner and that had caused the white residue and when they returned it was to reclean the tile/grout with a different chemical that was less acidic to counter the first chemical.  After that didn't work [redacted] began to imply that it was caused by something we had done. The company began their response stating that I was "concerned the service take place ASAP, as his wife was returning from active military duty and he and his son "dirtied the carpet, tile and grout" and was concerned it be professionally cleaned prior to his wife's return in order to stay in her good graces.  In addition to our service, he had secured professional housecleaning service, etc., to restore the home's appearance to that prior to her active duty service."  VERY OFFENSIVE AND VERY UNTRUE!  First my spouse is not in the military, she was away from town for training.  At no time did I ever indicate that anyone had "dirtied the carpet, tile, and grout", nor did I or have I ever secured any professional housecleaning services.  More importantly I inquired about weekend work after purchase the coupon through Groupon because I have a difficult time taking off work and I preferred the services be provided on a weekend.  And yes I did indicate that I wanted to get it finished before my wife returned but only because I wanted to surprise her as we had been looking into having the carpets, tile, and grout cleaned.  (Our home is approximately 5 years old and we had not used these services before this attempt.)After purchasing the Groupon coupon I contacted the company to see if weekend work was available and to inquire about additional services on top of the coupon I had purchased.  Mr. [redacted] contacted me and volunteer to honor the coupon on a weekend (stating they normally do not do that) but because it sounded like I wanted several other services he would have [redacted] out the following weekend.  There was never any discussion that anything had been "dirtied" and I find that extremely offensive.  As a matter of fact, [redacted] and [redacted] both made comments while in our home about what a nice home we had and how well maintained it was.Furthermore, the company stated that I was indeed satisfied with the results after having the tile re-cleaned and it was after my wife returned that I became unsatisfied.  That is an outright lie!  I have text messages to show that at no point was I satisfied.  I began exchanging text messages with [redacted] the night he initially cleaned the tile, the following morning, and those text message continue until the company no longer would return my calls or answer my text.  Of the supposed "over 10 trips to this customer's house", it was actually the initial cleaning and 5 return trips, of those return trips 3 took place while my wife was still out of town.  Additionally, there is reference to "recleaned and resealed the grout numerous times", the tile and grout was re-cleaned twice because the company was trying to rid the grout of the discoloration.  The grout was only sealed once - total.  After the re-cleanings, I asked the company to hold off on resealing the grout because I was still unhappy with the discoloration.  To date my grout is still not sealed.As the company does indicate I did show them my upstairs tile to let them see the difference between the grout they had cleaned and the grout upstairs. The grout upstairs shows no pitting which seems to contradict that the pitting was something caused by the builder that went unnoticed for 5 years.  Additionally the "same white powdery substance" that was found upstairs was only found in one restroom around the toilet.  And I did agree that more harsh chemicals, such as Windex, had been used to cleanaround the toilets.  I also emphasized that my wife normally took care mopping the house and she normally just used water and a Rubbermaid device that had washable pads.  I even showed Mr. [redacted] and his witness the Rubbermaid device and the cleaning pad. The company's response portrays me as a customer that cannot be satisfied and makes it appear as though they have gone above and beyond.  This is not the case.  My home looked better before they ever cleaned in our home and I have pictures showing that.  I volunteered to accept a partial refund and just pay someone else to re-grout the tile.  This was after it was evident that the attempts made by the company were not working.  During his last visit [redacted] stated he would be back out to clean again and to re-grout where needed.  However, rather than keep his word, his text became more of blame on others and then he just quit answering text and no longer returned my phone calls.This is the first time I have ever experienced anything like this.  Prior to this, I have never submitted a complaint to the Revdex.com and I can't even remember a time that I have asked for a service to be re-performed in my home.  The bottom line is this company provided a service for $688 (and no, a detailed invoice was never provided from the company so I am not in possession of any such invoice, only two lump sum receipts were provided as I used two payment methods.) and now the groutin the downstairs portion of our home looks worse than it ever has.  Did I mention that at one point the company even told me if I ever needed the carpet touched up just give them a call and they would stop by at no charge because for all the problems we had?  Not sure that would be an offer I would make to such a difficult customer that had caused the problem. Regards,
[redacted]