Midwest Carpet & Duct Cleaning

Complaint: [redacted] I am rejecting this response because: The rug is white and now has grey discoloring in some spots and the original stain was not completely removed The rug was a super soft shag material and now the majority of it feels rubbery There is also damage in some spots on the outside of the rug [redacted] admitted that she did not touch the rug when she saw it I did say that I would like $refunded to credit me for the rug that did not look clean at all and for the inconvenience of them just dropping the rugs on my porch when they knew I was home (unable to lift the rugs) [redacted] conveniently forgot the part of the conversation in which I stated that I want to be reimbursed the $that I paid for the rug they ruined It is a 7xround shag rug made by [redacted] that I bought from Rugsdirect.com I will not be satisfied until reimbursed for this rug Sincerely, [redacted] ***

We cleaned for Mrs*** on January 24thToday, March 14th, is the first I've heard about the job not being completed correctly as we stand behind our work 100%Our record speaks for itself about the quality of work we provideMrs*** also stated that she believed that there was misplaced items
such as aged suits and a teddy bearWe have and will continue to cooperate any way possible with these accusationsThe gentleman that were at her home both have over years tenure with us and this is the first complaint I have received about either of the guys on the jobObviously with the reputation we uphold this is not OK with us

First of all, we aren't a shampooer company, we use a steam clean. Second, when the customer called to book the job, they wanted it the same day so we fit them in our schedule and cleaned the carpet according to their instruction. When our salesman took the call, there was no
mention of urine removal so the total for the job would be $135. If we had known there was urine removal, that is an additional $therefore the job would have cost $255. When our technician arrived, there was no mention of urine removal so he cleaned accordingly. And, our salesman would not mention degrees as we all know it gets to degrees. We feel we did the job right according to the information given to both the salesman and the technician who did the work. We did offer to come back and treat it with an additional charge but the customer refused

$100 is the agreement that we came to in our last conversation.  [redacted] and her husband have exploded this whole situation and refused to let us do our part in letting the owner come back to look at the rug and determine the next step.

We did clean three area rugs and yes, the customer said if we couldn't clean the white rug then don't.  Our technician cleaned the rug (because we knew we could) and it looked great when I left work on Friday, the day before we delivered the rug.  After a few days, the customer called...

and said the rug felt "rubbery".  As I wasn't sure why, I told her I would talk with the technician.  After speaking with our technician he wasn't sure either.  I called Emily back to let her know we weren't quite sure why the rug felt that way and offered for us to come back to her house and look at it.  She immediately asked for a half her money back.  I stated that we just don't give refunds without given the opportunity to come back and rectify the situation.  She refused our service and then asked for $100 and call it good.  I told her I needed to speak with the owner and when I did he said do go ahead and send her a $100 check so I did.   Yesterday she called and showed her disappoint in the $100 and said she wanted $200.  I explained the last conversation she and I had she asked for $100 and she knew that conversation.  She proceeded to tell me that she would rip Midwest a new ae and hung up on me.  Midwest Carpet feels we did what we could to make this customer happy.  She has used us multiple times and this is the first time she has ever complained.

Complaint: [redacted]
I am rejecting this response because:  The rug is white and now has grey discoloring in some spots and the original stain was not completely removed.  The rug was a super soft shag material and now the majority of it feels rubbery.  There is also damage in some spots on the outside of the rug. [redacted] admitted that she did not touch the rug when she saw it.  I did say that I would like $100 refunded to credit me for the rug that did not look clean at all and for the inconvenience of them just dropping the rugs on my porch when they knew I was home (unable to lift the rugs).  [redacted] conveniently forgot the part of the conversation in which I stated that I want to be reimbursed the $400 that I paid for the rug they ruined.  It is a 7x7 round shag rug made by [redacted] that I bought from Rugsdirect.com.  I will not be satisfied until reimbursed for this rug.  
Sincerely,
[redacted]