Master's Touch Cleaning Company

Good morning, it was great speaking with you. Our company was informed by Dr.[redacted] this was resolved April 4, 2017 he is the owner of the company and you may contact him at ###-###-####.  These reviews were left by an employee of his company on her personal accounts so he asked her to remove...

them.    Thank you, [redacted] Master's Touch Cleaning

Mr. [redacted] wife, Mrs. [redacted], contacted us and requested carpet cleaning services for a 4 bedroom home. We quoted our cost to deliver the service and asked if any other areas/rooms in the home needed cleaning. Mrs. [redacted] said only the 4 rooms requested as well as a hallway and set...

of stairs. We dispatched our service technician professional at the scheduled time of service. Upon our service technician professional entering the home he immediately was taken back by the overwhelming pet odor smell/aroma in the home. After entering the home he was greeted by Mr. [redacted], the wife of the individual that had called to order Mrs. [redacted]. He began to show our service technician professional around the home and showing him the rooms and areas that he wanted to be cleaned. After the home walk-through our service technician professional went through standard procedure be verifying the service that was ordered and told the individual that during the walk-through our service technician professional noticed he had an extra-large 200-300 sq. ft. walk-in closet in the master bedroom that was not asked to be cleaned at the time his wife ordered the service. The individual immediately became angry with our service technician professional that is was not on his service work order and that we as a company should know he had and needed his extra-large walk-in closet cleaned. Our service technician professional notified him that at time his wife called and ordered service to be done that she did not notify us of this area nor order the additional work to be done. As well as informed him that we ask if there are any closets of hallways that need to be cleaned at the time we schedule a service appointment and his wife declined that any others areas needed to be cleaned. The individual continued to be angry and said we should just include it for free at no charge. Our service technician professional informed him that we could not oblige his request for free service due to the fact that the closet was larger than the size of his bedrooms. It was offered to clean his walk-in closet at the time of service for the cost of an additional room, since indeed it was an additional room. The individual declined went from being angry to aggressive towards our service professional technician. The individual began by screaming and yelling that he did not have anymore money and began sharing his personal financial problems with the cost of moving and having to prepare the home to but on the market and had expenses from having to paint, replace ceiling fans, lights, fixtures, etc. At that point our service technician professional made a call to company upper management and shared with us the events that had transpired with this individual. Upper management gave the service technician professional authorization to take care of the cleaning of the large walk-in closet at no cost due to the fact that the individual’s behavior was so aggressive and confrontational. This is why the individual mentioned in the complaint that “they tried”.  Our service technician professional noticed the overwhelming pet odor smell/aroma in the home as well as large amounts of dog hair in the home. The individual informed that he had two large breed dogs that lived in the home and roamed through-out the home on a regular basis. Again, the individual started to engage in personal discussion of financial issues and that he did not want to spend any money on the home because he had already gone over budget. As well as that his only focus was to get the home “good enough” to get on the market. The individual mentioned in his complaint that “they offered”, and that is correct. Our service technician professional never forces or pushes additional services. When we see a direct need we offer a service that is optional for the customer. The individual declined this service as he stated in his complaint. Although it was recommended for best results. Our service technician professional proceeded to deliver the requested service and completed the job correct and as ordered. The individual inspected our work and was pleased and showed us out of the home. The individual proceeded to then call our company back and demand that we go back out to the home and deliver a “pet odor neutralizer” at no cost because he felt that the carpet cleaning should have eliminated the pet odor. Also again his personal issues of the tenants were in the driveway to move in and he needed someone to go right that minute. He further proceeded to attempt to extort services from our company by threating to leave negative reviews if we did not give him free service. We offered the individual  that we would go back out to the home if new service was ordered for the pet treatment that needed to be done. He began to inquire about our service guarantee. We informed him that we do guarantee our work and correct any issues at no charge on services that are ordered. We did not provide a pet odor treatment service to guarantee due to the individual declining this service at the original first visit to the home. We explained to the individual at the time he called back that it would have been cheaper to have done the service correct by taking care of the pet odor then because now he is needing us to come back to conduct the service he declined the first time. This was no fault of our company but the fact that the customer wanted to take the cheapest route as he was moving out of the home. At the time our service technician professional returned back to the home per the individual request we found the new tenants proceeding to move in the home. The home owner which was the individual we had dealt with before was not present at the home. The new tenants moving in were very pleasant and voiced their concern with the situation. They were shocked to learn that the individual had declined pet odor treatment on the carpet cleaning as the smell of pet odor was overwhelming. They were disappointed that the individual had declined having the carpets cleaned with a pet odor treatment originally as that was promised to them by the individual prior to moving in the home. The tenants voiced the concern of dog hair on the non-carpeted areas as the carpet was clean but had the pet odor issues that had been declined. We informed the tenants moving in that we had not serviced any of the non-carpeted areas where they saw dog hair. The tenants discovered during our visit that the dog hair was due to the lack of cleaning of the home by the house cleaners, which was outside our service provided. The tenants were pleased with the pet odor service that was delivered and said they would personally use our company in the future.  Company management has pulled the phone recording to our office as all calls are recorded and monitored as we inform the caller upon calling our office. Our office was never disrespectful, rude, nor delivered poor customer service. The individual contradicted himself by stating that he declined the service and then called us back to deliver the service. After all of this the individual continues to share his personal financial troubles that he was hoping to recover some moving expenses by getting a refund.  Our company was requested to deliver services by this individual on two separate occasions in which the details of our service was explained and this individual made a choice of his own free will to allow us in his home and even called us back and paid for additional service. If we had done a unsatisfactory job the first time why would he agree to pay for more services? He chose to do business with us a second time and paid for service a second time because he knew he had made a poor decision by refusing to take financial responsibility to ensure he was cleaning the home properly for his new tenants.  The State of Texas does not require carpet cleaning service technician’s to be certified but us as a customer have sent our service technician professional to recognized industry leading schools to become certified in carpet cleaning for the knowledge of carpet fibers, odors and best practice cleaning methods. As our service technician professional is certified and educated he then tries to recommend cleaning based on the benefits for your home and health, overall well-being. Our company is not out to financially take your money for nothing. That goes against the our integrity, morals and ethics as a company. Our goal is that every customer is satisfied and we do our job on delivering the service as ordered to the best of our ability. In this situation we refuse to be bullied, extorted, or defamed in an effort to make financial gain by means of theft of services from our company. Looking back the only mistake that we made was at the beginning of the first original job we allowed the individual to bully us into giving free service by preforming carpet cleaning on the large walk-in closet free of charge. I believe if that mistake was not made we would have never encountered further issues from this individual. At this time company requests this individual to pay the cost of the large walk-in closet carpet cleaning that was not paid for. Our customer in our database was Mrs. [redacted]. Mr. [redacted] did not order service and was not our customer at the time of service. Mrs. [redacted] has not reached out to us in anyway.

Revdex.com:
I and both the owners, have reviewed the response made by the business in reference to complaint ID [redacted], Master's Touch has promised a law suit from their attorneys ([redacted] ) if all reviews and complaints were not removed and stopped. Therefore, Myself and both the business owners are no longer interested in any form of business matters with this company as it is not worth the detriment of our company. If any further information is required, Dr. [redacted] can be reached at ###-###-####, Dr. [redacted] can be reached at ###-###-####, and I can be reached at ###-###-####, otherwise please consider this matter resolved.Kind Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I found the response from Master's Touch a piece of humorous fiction. Which doesn't surprise me based on what I've dealt with from this company. They claim my closet was 200-300 square feet?! That's insane; it's a basic walk-in closet. The technician stated the closet, which is separated from the bedroom by a tiled bathroom, wasn't on the original order and he'd have to add it for the cost of an additional room (because of the separation from the bedroom, not because my closet "is larger than the size of his bedrooms.") I never became "angry" or "aggressive" and I certainly never began "yelling and screaming" at the service technician; nor did I share personal financial information with the service technician. They claim I stated I didn't have any more money which is funny because I paid their extortion fee just a few days later. They claim I was getting the house ready "to put on the market" which is also a lie, my home wasn't going on the market, I had renters literally waiting to move in. They claim I spent all my money replacing ceiling fans when I don't even have a single ceiling fan in my home. Then the company states that their service technician made a call to "company upper management" where authorization was given to clean my closet for free. Master's Touch claims in their response they were able to review the phone calls I placed to them, (which I'm glad they still have because those recordings will actually help my case) they should be able to review the phone call the service technician made to "upper management" where we can all hear this supposed call and hear "upper management" give the authorization. They won't be able to produce this phone call because it didn't happen, just like the cleaning of the closet didn't happen because I turned it down.Master's Touch quotes me as saying I was trying to get the home "'good enough' to get on the market." Again, a lie because my home wasn't going on the market. Nor was I able to inspect the home after cleaning was done where I was supposedly "pleased and showed us out of the home."I never attempted to force Master's Touch to provide the pet odor neutralizer at no cost by threatening to leave bad reviews. My new tenants called me to complain about the carpets. That's when I called Master's Touch to let them know they did a poor job on the carpet and my tenants are sitting in the driveway waiting to move in. Check the phone recordings Master's Touch was so graciously willing to reference in their reply. I said they should re-do the carpets for free since they did a poor job the first time, but add in the odor neutralizer this time which I would pay for. Again, let's hear these phone recordings.The downstairs of the home is hardwood and tile. Master's Touch says the tenants were moving into the home, which is correct, but they must have mistakenly left out the part they were only moving items onto the wood and tile. The tenants were not pleased after the second poor attempt of cleaning the carpets, which is why I had to go to another carpet service. I never called and spoke of financial troubles. Why would someone attempting to get a refund for poor service tell the company that I was actually trying to "recover some moving expenses?" That doesn't make sense. I thought Master's Touch would deliver a quality product and they didn't. My only mistake was telling them my renter's couldn't move onto the carpeted areas of the home until they came back. That's when the extortion mentality took over Julia and she claimed she was being forced by management to ask for additional money. Julia is listed as the owner of the company but kept differing to some management as the ones pulling the strings. I'd love for the Revdex.com to hear these phone recordings since you state "all call are recorded." The Revdex.com needs to hear the recording where the technician calls and asks about the closet, and the phone call where I speak of my financial troubles and demand you provide the odor neutralizer for free. I don't know what the penalty is for lying to the Revdex.com, but I believe Master's Touch should find out. Their response to my legitimate complaint only furthers my case that Master's Touch isn't a reputable company and they do not stand behind their work. What a joke.  Regards,
[redacted]