Mass Carpet Care

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 owner of Mass Carpet should contact Revdex.com for a definition of the process I have to reject his response as he is questioning the process I can only accept or reject the response from the business Regards, [redacted]

Mass Carpet Care really went out of there way to work with us when we had them out this springWe had a emergency come up, (nothing serous) just before they arrived for our 8am appointmentWe were unable to keep the appointment but the tech called his office and told of our situationAfter a little back and forth we were told that the van would return later that afternoon after the other jobs for the day were doneThey did indeed return and did a fabulous job on our kitchen floor as well all the carpets in the homeWe highly recommend and thank you Mass Carpet Care !

It seems *** is a unhappy , we do appoligize sir but just a quick recapYou hired us through a coupon website where we offer our regular service at half price just to get new people to try us out, and the reson we offer HALF OFF our price is because we are that sure that once you see our work you will be a happy customer for life and 99% of the time this is the caseWe have been in business since and we are 100% grown and owned right here in MadisonWhen *** called us and said he had a problem we were more then ready to back it up and take care of problem as we ALWAYS DO but were informed that this was impossible because they had moved outWe then directed you to the website we partner with and you receved a full refund for your purchaceWe only partner with stand up partners that will indeed work with an unhappy clientAs you can see we have a pretty clear record for years in business because we really do try and do the best job possible because that is the company we are, the one that stands behind there work. I really don't know what else you would want us to doAgain we apoligize sir and in an attemp to be frends I can offer you half price off your next residential service should you be so kind as to give us another try

I just read this full page rant from [redacted] and am having hard time making sense of what he is trying to say? What is he replying to , where is our response? We don't get many complaints and have done 1000s of jobs where no one is there commercial and residential, I don't get it, why would he say something like this about our company?  Please help us understand how this process works.
Thanks

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 owner of Mass Carpet should contact Revdex.com for a definition of the process.  I have to reject his response as he is questioning the process.  I can only accept or reject the response from the business. 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
 
I called the company on Sunday after finding debris in each room and not any improvement in the wax on the floor.  The reason for the delay is that I was moving out of my house and did not have the time to review the work done.  Yes, I am suggesting that a tech came and appears to have done no work.  I called on Sunday, did not receive a response back on Monday, I called again on Tuesday, the receptionist apologized and said she was "off on Monday:.  She took my information and said she would get back to me.  I told her the urgency, that I had already moved out of the residence and that the landlord wanted the issue resolved.  By thursday I still had not received a response back.  Calling back on Friday I left another message.  On Sunday I filed the complaint with Revdex.com and suddenly all sorts of activity occurred.  The owner replied that his admin/receptionist had called me back on that Friday yet I have no record of it nor any message.  It wasn't until I filed the complaint did I get any feedback from the company.  I stand by the facts as I have listed them:  There was no improvement in the wax in the family room.  There was debris from a small piece of Doritos to other debris in the other rooms.  There was absolutely no smell or humidity in the house that to me would be a tell tale sign of steam cleaning.  The house was lock up tight with no windows open.  I have now heard three different answers to the lack of wetness in the carpet.  When I talked to the receptionist she said 3 hrs.  When I said I was there 2 hrs later she said 2-3 hrs.  Now in the response back I hear 30 min.  I have saved the voicemails I received from the owner and they are pretty nasty towards me the customer to the point that I was called a liar.  I am reporting what I found.  It also seems like the owner is getting conflicting information as he started his voicemail to me saying he understood the problems with my job.  I never mentioned anything about my job nor am having any problems.  I just want other customers to know what can and did happen to me.  I appreciate the apology but wanted to set the record straight on the event and the lack of response I received from the company when I stated the urgency I had.  The landlord has since hired another company since it sat with the company for over a week and took me filing a complaint to get any attention to my complaint.  I have received my money back from Living Social and will never do business with this business again.  Again, I would strongly urge other customers looking to use this company to be onsite when work is being completed to make sure the job is completed to their satisfaction.  That is the one lesson I have learned from this event.  I take the responsibility for allowing the technician to complete the work while I was not there.  I will never let that happen again.
Regards,
[redacted]

After reading your complaint it seems that the basis to your complaint is that you are saying we went to your job, preformed no work and left a bill on the counter? I do not think we would be in business over 20 years in Madison if this how we did things. The integrity of our employees are so high I...

don't even think they would do something so dishonest even if we told them too and as I understand it , the food item was one doreto ? First off,  we require all carpets to be vacuumed prior to our arival becuase our equipment is not made to pick up debre of any sort. It is sucking straght into the rug and steaming from within. Any debri just gets pushed around while the carpet under it is cleaned. The tech should of picked it up or sucked it up in the hose and we appoligise for that but this in noway means it was not steamed. Our truckmounted systems are so powerful and our steam so hot (evaporation)  it is not uncommon for carpets to be dry in 30 minutes.  Facts  are you called us on a Sunday 5 days after the job was done. We did call you back Monday with no answer but we did leave a message. You then called back Tuesday and relayed your complaint but told us in was to late to look at it because you had moved out 5 days prior. I'm sure you can see our position sir. We are willing to work with you as we told you but a full refund after waiting 5 days to notify seems a bit unreasonable. Please call us to work this out at your earliest conveyance. Sorry again for any trouble , complaints are very rare with Mass Carpet Care.

Review: Had appointment setup for 3p and received a call at 1:30p indicating the tech was running ahead of schedule and could he come over. I was moving out and had a door open also I was working 45 min away. When I stopped over the carpet was not wet and the "wax" area I specifically asked to be worked on appeared to not be touched. I also found an invoice on the counter like someone had actually performed work. Later the next day while finishing my move out I found pieces of food and other small items in rooms that should have been cleaned. It became clear that the technician did not rooms. I called on Sunday and left a message. No call on Monday, I called on Tuesday and talked to someone. I explained that I was "moved out" and this would be impacting my security deposit and also the owner is looking to sell the house. No call on Wednesday so I called again today, no one available until Monday due to holiday. To date I have no resolution and the owner is asking me daily on resolution.Desired Settlement: I want the job finished ASAP and I will need to be there to actually see the person cleaning the carpet.

Business

Response:

After reading your complaint it seems that the basis to your complaint is that you are saying we went to your job, preformed no work and left a bill on the counter? I do not think we would be in business over 20 years in Madison if this how we did things. The integrity of our employees are so high I don't even think they would do something so dishonest even if we told them too and as I understand it , the food item was one doreto ? First off, we require all carpets to be vacuumed prior to our arival becuase our equipment is not made to pick up debre of any sort. It is sucking straght into the rug and steaming from within. Any debri just gets pushed around while the carpet under it is cleaned. The tech should of picked it up or sucked it up in the hose and we appoligise for that but this in noway means it was not steamed. Our truckmounted systems are so powerful and our steam so hot (evaporation) it is not uncommon for carpets to be dry in 30 minutes. Facts are you called us on a Sunday 5 days after the job was done. We did call you back Monday with no answer but we did leave a message. You then called back Tuesday and relayed your complaint but told us in was to late to look at it because you had moved out 5 days prior. I'm sure you can see our position sir. We are willing to work with you as we told you but a full refund after waiting 5 days to notify seems a bit unreasonable. Please call us to work this out at your earliest conveyance. Sorry again for any trouble , complaints are very rare with Mass Carpet Care.

Consumer

Response:

Mass Carpet Care really went out of there way to work with us when we had them out this spring. We had a emergency come up, (nothing serous) just before they arrived for our 8am appointment. We were unable to keep the appointment but the tech called his office and told of our situation. After a little back and forth we were told that the van would return later that afternoon after the other jobs for the day were done. They did indeed return and did a fabulous job on our kitchen floor as well all the carpets in the home. We highly recommend and thank you Mass Carpet Care !