Mean Machine Carpet Clean, LLC.

[redacted] Mean Machine Carpet Clean, LLC (hereinafter “Mean Machine”) has been in operation since 2012, with a combined experience of nearly fifteen yearsMean Machine has always been, and will continue to always be, sensitive to the needs of its clients, and as such, Mean Machine fully intends to treat this complaint with the same respect and diligence that it exercises in all its customer service efforts The individuals bringing forth this complaint (hereinafter “Complainants”) allege that Mean Machine’s technicians damaged the travertine flooring in their home, and are seeking a $2,settlement for damages, which Mean Machine believe are unwarranted On May 12, 2016, Mean Machine quoted the Complainants a flat fee of $to clean the tile and grout at their homeOn May 13, 2016, after Complainants agreed to the fees and services quoted by Mean Machine, Mean Machine arrived at the Complainants residence and commenced cleaning the travertine floor in their dining roomUpon moving into the cleaning into the kitchen, Mean Machine’s technicians noticed that the floor had started to look dull, and as if a wax had been starting to peel itself from the floorFully aware that this was an atypical result from the cleaning, Mean Machine’s technicians immediately ceased all cleaning efforts and made the Complainants aware of the present situation with the dining room floorWell outside the business protocol, and what had been agreed upon by Complainants and Mean Machine for services to be rendered, Mean Machine, in an effort to provide the utmost service to their clients, contacted a hard flooring specialist for further information regarding what type of product may have been previously applied to the floorAfter reviewing with the flooring specialist, Mean Machine immediately contacted the Complainants to inform them that per the flooring specialist’s determination, the top coat sealer that was originally applied to the flooring ten years ago, was in fact the incorrect product, and that the floor should have been properly honed, polished, and treated with an adequate impregnating sealerMean Machine’s technicians proceeded to discuss the matter in greater detail with the flooring specialist, who advised Mean Machine that if the previous (and incorrect) top sealer maintained its integrity prior to professional cleaning, it would likely hold up if the floors were cleaned and sealed in the same mannerThis was presented by the flooring specialist to Mean Machine, as an effective way to control costs for the Complainants, and mitigate the original effect the cleaning had on the improperly sealed floorAfter the Complainants were properly advised of the details presented by the flooring specialist, Complainants agreed to have Mean Machine strip the original (and improper) sealing from the floors, and apply a new coat of the same style (as originally used) sealer, which Complainants were aware was not the proper application, albeit one that should workAs such, per the Complainants request, Mean Machine purchased said product from [redacted] and commenced the stripping and re-sealing process in the dining roomAfter completing the aforementioned service, which consisted of Mean Machine stripping the entire dining room floor, cleaning, and reapplying the previously applied, although incorrect, sealer to the floor, Complainants were satisfied with the resultsThe method advised by the flooring specialist, and agreed upon by the Complainants, was successfulAs such, the Complainants then requested that Mean Machine continue the same protocol for the remainder of the travertine floorsAfter a second flooring specialist advised Complainants that the floor should be properly honed, polished, and sealed with an impregnating seal, Complainants continued to request that Mean Machine move forward with their work for the remainder of the flooring, using the same method that was previously executed (and successful) for the dining roomMean Machine agreed, and continued to work as authorized and advisedThe quote for cleaning the travertine was revisited by Mean Machine, and a new estimate of services was generated to include the cost of additional stripping, resealing, and laborComplainants agreed to the estimate and Mean Machine returned on May 31, 2016, to finish stripping and resealing the floorsAfter stripping and cleaning the floor, and after several additional hours of drying time, the sealer was properly applied to the remaining sections of floor, in the exact same fashion in which the dining room had just been successfully treatedHowever, the sealer that was recently applied in these new areas of flooring, began to separate and not bond properly to the floorExercising its due diligence, Mean Machine immediately contacted the manufacturer of the sealer, and was again advised (now by the third flooring specialist), that the sealer the Complainants insisted on using was not the correct sealer for the job, further reiterating that the floors should have been honed, polished, and sealed with an impregnation sealer, which at this point, Complainant was well aware of, but chose to have Mean Machine implore the improper methodAt this point, Mean Machine had exhausted all its efforts and capabilities in trying to treat the travertine floors and provide its best customer service to ComplainantsMean Machine, in an effort to maintain its longstanding reputation of quality customer service, continued to work with and help the Complainants find the right solution to complete their floorsMean Machine spoke with Complaints again about the proper way to move forward, reiterating the same information shared on multiple occasions by the multiple flooring specialistsMean Machine met with another flooring specialist at the Complainants home during the week of June 6th, While there, the flooring specialist expressed that because of the Complainants heavy foot traffic from children and pets, he recommended the proper method of honing, polishing, and impregnating be administeredThe flooring specialist further confirmed that no damage was done by Mean Machine to floor itself, contrary to what the Complainants stated in their complaintThe last professional interaction between Mean Machine and the Complainants was during said meeting, where Mean Machine advised Complainants to direct all further inquiries, questions, and concerns about the flooring to the flooring specialist, as there was no further service Mean Machine could provideIn response to Complainant’s desired settlement, Mean Machine does not feel a settlement in the amount of $2,is warranted or justified based on the meritless assertions Complainant has made in their statementAll work performed by Mean Machine for Complainants was previously discussed, and consented to by the ComplainantsAt no time did Mean Machine take any liberties in the treatment of Complainants floors, and Mean Machine properly advised Complainants of the risks, side effects, and proper channels to exercise in regard to the job itselfThe Complainants were advised by multiple flooring specialists as to the correct protocol to treat their floors, and Complainants made a conscientious decision to move forward with Mean Machine performing the work, as explicitly dictated by Complainants in both fashion and practiceThe Complainants are now seeking for Mean Machine to pay the costs to properly hone, polish, and impregnate seal their floors, a burden which should not fall to Mean Machine, as Mean Machine simply performed the tasks in which they were advised, by the Complainants, to doFurthermore, Mean Machine has made reasonable attempts to amicably resolve the conflict at issue in this Complaint, but unfortunately, Complainant has only responded with unjust, misinformed, and slanderous accusations against Mean Machine with multiple online social media accountsAdditionally, and outside of any resolution that Mean Machine has pursued with complainants, Mean Machine, to date, has not yet been compensated for their time, materials or labor in regards to services rendered ($700)

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Mean Machine Carpet Clean, LLC (hereinafter “Mean...

Machine”) has been in operation since 2012, with a combined experience of nearly fifteen years. Mean Machine has always been, and will continue to always be, sensitive to the needs of its clients, and as such, Mean Machine fully intends to treat this complaint with the same respect and diligence that it exercises in all its customer service efforts.   The individuals bringing forth this complaint (hereinafter “Complainants”) allege that Mean Machine’s technicians damaged the travertine flooring in their home, and are seeking a $2,500 settlement for damages, which Mean Machine believe are unwarranted.  On May 12, 2016, Mean Machine quoted the Complainants a flat fee of $350.00 to clean the tile and grout at their home. On May 13, 2016, after Complainants agreed to the fees and services quoted by Mean Machine, Mean Machine arrived at the Complainants residence and commenced cleaning the travertine floor in their dining room. Upon moving into the cleaning into the kitchen, Mean Machine’s technicians noticed that the floor had started to look dull, and as if a wax had been starting to peel itself from the floor. Fully aware that this was an atypical result from the cleaning, Mean Machine’s technicians immediately ceased all cleaning efforts and made the Complainants aware of the present situation with the dining room floor. Well outside the normal business protocol, and what had been agreed upon by Complainants and Mean Machine for services to be rendered, Mean Machine, in an effort to provide the utmost service to their clients, contacted a hard flooring specialist for further information regarding what type of product may have been previously applied to the floor. After reviewing with the flooring specialist, Mean Machine immediately contacted the Complainants to inform them that per the flooring specialist’s determination, the top coat sealer that was originally applied to the flooring ten years ago, was in fact the incorrect product, and that the floor should have been properly honed, polished, and treated with an adequate impregnating sealer. Mean Machine’s technicians proceeded to discuss the matter in greater detail with the flooring specialist, who advised Mean Machine that if the previous (and incorrect) top sealer maintained its integrity prior to professional cleaning, it would likely hold up if the floors were cleaned and sealed in the same manner. This was presented by the flooring specialist to Mean Machine, as an effective way to control costs for the Complainants, and mitigate the original effect the cleaning had on the improperly sealed floor. After the Complainants were properly advised of the details presented by the flooring specialist, Complainants agreed to have Mean Machine strip the original (and improper) sealing from the floors, and apply a new coat of the same style (as originally used) sealer, which Complainants were aware was not the proper application, albeit one that should work. As such, per the Complainants request, Mean Machine purchased said product from [redacted] and commenced the stripping and re-sealing process in the dining room. After completing the aforementioned service, which consisted of Mean Machine stripping the entire dining room floor, cleaning, and reapplying the previously applied, although incorrect, sealer to the floor, Complainants were satisfied with the results. The method advised by the flooring specialist, and agreed upon by the Complainants, was successful. As such, the Complainants then requested that Mean Machine continue the same protocol for the remainder of the travertine floors. After a second flooring specialist advised Complainants that the floor should be properly honed, polished, and sealed with an impregnating seal, Complainants continued to request that Mean Machine move forward with their work for the remainder of the flooring, using the same method that was previously executed (and successful) for the dining room. Mean Machine agreed, and continued to work as authorized and advised. The quote for cleaning the travertine was revisited by Mean Machine, and a new estimate of services was generated to include the cost of additional stripping, resealing, and labor. Complainants agreed to the estimate and Mean Machine returned on May 31, 2016, to finish stripping and resealing the floors. After stripping and cleaning the floor, and after several additional hours of drying time, the sealer was properly applied to the remaining sections of floor, in the exact same fashion in which the dining room had just been successfully treated. However, the sealer that was recently applied in these new areas of flooring, began to separate and not bond properly to the floor. Exercising its due diligence, Mean Machine immediately contacted the manufacturer of the sealer, and was again advised (now by the third flooring specialist), that the sealer the Complainants insisted on using was not the correct sealer for the job, further reiterating that the floors should have been honed, polished, and sealed with an impregnation sealer, which at this point, Complainant was well aware of, but chose to have Mean Machine implore the improper method. At this point, Mean Machine had exhausted all its efforts and capabilities in trying to treat the travertine floors and provide its best customer service to Complainants. Mean Machine, in an effort to maintain its longstanding reputation of quality customer service, continued to work with and help the Complainants find the right solution to complete their floors. Mean Machine spoke with Complaints again about the proper way to move forward, reiterating the same information shared on multiple occasions by the multiple flooring specialists. Mean Machine met with another flooring specialist at the Complainants home during the week of June 6th, 2016. While there, the flooring specialist expressed that because of the Complainants heavy foot traffic from children and pets, he recommended the proper method of honing, polishing, and impregnating be administered. The flooring specialist further confirmed that no damage was done by Mean Machine to floor itself, contrary to what the Complainants stated in their complaint. The last professional interaction between Mean Machine and the Complainants was during said meeting, where Mean Machine advised Complainants to direct all further inquiries, questions, and concerns about the flooring to the flooring specialist, as there was no further service Mean Machine could provide. In response to Complainant’s desired settlement, Mean Machine does not feel a settlement in the amount of $2,500 is warranted or justified based on the meritless assertions Complainant has made in their statement. All work performed by Mean Machine for Complainants was previously discussed, and consented to by the Complainants. At no time did Mean Machine take any liberties in the treatment of Complainants floors, and Mean Machine properly advised Complainants of the risks, side effects, and proper channels to exercise in regard to the job itself. The Complainants were advised by multiple flooring specialists as to the correct protocol to treat their floors, and Complainants made a conscientious decision to move forward with Mean Machine performing the work, as explicitly dictated by Complainants in both fashion and practice. The Complainants are now seeking for Mean Machine to pay the costs to properly hone, polish, and impregnate seal their floors, a burden which should not fall to Mean Machine, as Mean Machine simply performed the tasks in which they were advised, by the Complainants, to do. Furthermore, Mean Machine has made reasonable attempts to amicably resolve the conflict at issue in this Complaint, but unfortunately, Complainant has only responded with unjust, misinformed, and slanderous accusations against Mean Machine with multiple online social media accounts. Additionally, and outside of any resolution that Mean Machine has pursued with complainants, Mean Machine, to date, has not yet been compensated for their time, materials or labor in regards to services rendered ($700).

Complaint: [redacted]
I am rejecting this response because: It is inaccurate.Years experience didn't help this company when they did damaged the surface of our floor causing us to have to pay to fix it. It was a lack of experience and negligence by Mean Machine. We had our floors correctly fixed and finished by a profession floor company. It took him one additional day and a half in order to fix just the dining area in which Mean Machine had attempted to "fix". This area would not have had to be stripped and re-polished or "fixed" if the original errors were not made by Mean Machine's crew. The owner of Mean Machine went as far as to say he had contacted his insurance company because he would pay to fix the floor. He apologized that he had not realized that he was completely stripping the floor until it was to late and then had to watch a You Tube video in order to see how to "fix" his mistakes. You don't have to "fix" something without admitting you broke or damaged it. We should have realized at that moment that we hadn't hired a professional floor company. *I will attach the text messages I received from the owner as evidence of his "ability to work with us". Mean Machine continues to state that they did not "damage" the floor, therefore they shouldn't have to pay to fix it. Here is a definition of damage: "The loss caused by one person to another, or to his property, either with the design of injuring him, with negligence and carelessness, or by inevitable accident. 2. He who has caused the damage is bound to repair it and, if he has done it maliciously, he may be. compelled to pay beyond the actual loss." Mean machine caused us a loss of $2,500 and was both careless and negligent. All of which are considered in the definition of damage. Our floors would not have to have been completely repaired if they hadn't been damaged by Mean Machine.As for the accusation of slander; here is the definition: "oral defamation, in which someone tells one or more persons an untruth" also see "Words spoken over the air on television or radio are treated as libel (written defamation) and not slander on the theory that broadcasting reaches a large audience as much if not more than printed publications." Therefore there has been no slander or defamation since all information reported has been true and accurate. There are ratings on websites in order to protect other consumers from hurtful and unprofessional services. These ratings are to prevent and protect another consumer both the stress and financial burden we incurred by entrusting Mean Machine. Our floor has  been fixed by another flooring company. The total price was $2,500 to fix the damages that were caused by Mean Machine, the floors were polished and the holes were all filled. This crew stated that Mean Machine had used a machine that was way too hot and thus caused the floor to strip. It was in fact their mistake and that they did in fact damage the floor by doing so or they would not have been hired to fix it. We had originally agreed to compensate Mean Machine once the floor was completed, however they never completed the floor, refused to come back,  and it ended up  costing us seven times original price of $350 given to us by Mean Machine in order to fix their mistakes. Mean Machine has cost us money, time, and an incredible amount of stress. We have written this complaint in hopes that Mean Machine will in the future own up to their errors and do the right thing. "Fix what you broke".
Regards,
[redacted]