Marsh USA Inc

I am rejecting this response because: The entre job was NOT done to my satisfaction. It took an entire week to get the final result and we did not have use of the living area with carpets as all the furniture was moved out and the carpet was wet. It was broken promise on appt's after broken promise. They did not offer any compensation for our inconvenience. I think the frosting on the cake was when I called the office to find out if one of the promised appt's was going to show up, the receptionist hung up on meWhen I tried calling back she turned the phones off and I got the closed message! This was during business hoursThe final guy came, *** and he was professionalI told him the issues I had with the first technician and the customer service personHe said he has received complaints on her, but the owners keep her on for some reasonI think this business should offer me some compensation for not being able to use our living area for an entire week. A dinner gift card or something as a token of good customer will would seem appropriate, but I am not holding my breath
Sincerely,
*** ***

Initial Business Response /* (1000, 13, 2015/07/30) */
I have contacted the customer and I let them know that I would love to go back out and rectify the situationWe could redo the whole thingShe was very attament about us not going backI let her know that we would do a partial refund***
*** said that she would talk to her husband and let me know
I have not given her a monthI do not want to bother her and upset her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Suffice it to say that ***'s account of what transpired is in very large part not accurateAs to my mother's job they showed up without the proper equipment, had to re-schedule it and the discount communicated to me was not communicated to the techI had to chase *** down on a Satmorning to get that resolved prior to the work being completedThe result was mar***l however, I didn't take issue with it & paid themThe results they promise are not deliveredThe tile job at my home is clearly & accurately described in my letter / complaint. Their equipment broke down, once repaired they went over the areas I had concerns with again and still no improvementShe was apologetic however, I told her that I'd lost confidence in them but that I was agreeable to having a tech out to inspect it (not to re-clean it!)The first tech wore black boots, marked up both bath tubs, destroyed shower liners, etcand the condition of the bathrooms were worse than before he started; it cost me $to have them restored! I was not going to go through that fiasco again! And again, I had to chase her down a week after her tech had inspected it and took photos for her! There are communication problems / issues company wide which I also made clear to the owner *** Hursh in emails which were never replied toI waited well over a month for them to resolve thisI was cordial and patientI treated his employees with respectThen I receive a belligerent voice mail from him accusing me otherwise and refusing both the refund and cleaning costThat's the way it went; and in light of all of that, I'll be satisfied when my cleaning costs are reimbursed also and not until that time *** ** ***
Sincerely,
*** Cass

Steam Pro has refunded the amount that the customer askedHowever the carpets were soiled and the technician had to give a little bit more elbow grease, therefore we had to clean over the areas more than what was expectedWe really try hard to do the best and the carpets turned out really nice.If
you should have anymore concerns please let me knowThank You***
***

To Whom It May Concern:I want to let you know that we have refunded *** *** the $that he had asked for.In the beginning of this whole thing we had completed a job for his mother and we gave her a significant discountWe had went to ***'s house and gave him an estimate and he was happy
to have us do the jobHe called us back to let us know that he was not happy with our workWe went back out to redo the job however he did not want us to complete anything.He wanted a refund and I had discussed that with *** (the owner) he informed me that we credited back the amount for the job.If you should have any questions please let me know and I would be more than happy to answer any further questions that you may have,Thank you and I look forward to talking to you soon. *** ***

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, [redacted] who inspected the carpets two days later said the carpets were not cleaned to his satisfaction and offered to do it again - which I declined.  He said the original representative did the job too quick and did not spend enough time removing the moisture so it the carpets would dry quicker.  I am satisfied with the refund of the quick dry charge.
Sincerely,
[redacted]

To Whom It May Concern: I want the Revdex.com to know that we are heading over July 23, 2016 to rectify the browning. We have contacted the customer and we are more than happy to fix the problem. We suspect that this is a previous problem that has used soap products in the carpets. We use nothing but steam...

and an all organic citrus based product.Please let me know what else I can do or if you have any more questions. Thank you[redacted]
[redacted]

To Whom It May Concern:[redacted] was correct on the aspect of his carpet being browned out. We did have some mis-communication and I take full responsibility.I sent over [redacted] our lead technician. He deep cleaned and deodorized [redacted]'s carpets and they came out perfectly. I reached...

out to [redacted] as a follow up call to make sure it was to his satisfaction. If you should have any questions please let me know. Sincerely, [redacted]