Pacific Grove Apartments

Letter addressed to:Revdex.com,Ref.: MrsW [redacted] , address unknownedComplaint ID: 10720209To Whom It May Concern:We acknowledge receipt of a consumer complaint about a carpet cleaning service performed on July 14, Here is our reply.We have served MrsB [redacted] for many years doing her carpet cleaningWe never cleaned her sofasOur guarantee is days on returning spots on carpet cleaningMrsH [redacted] complaint was about sofas that we have never cleanedThe carpet cleaning was done on July 14, MrsH [redacted] called the morning after to let us know that the carpet was still damp, which is - it can take up to hours to dry totallyHowever, during the same conversation, MrsH [redacted] told us she was happy with the carpet cleaning but the sofas were dirty and she mentioned that our staff had soiled the sofasMrT [redacted] told MrsH [redacted] he will come and an appointment was made with our scheduling staffMrD [redacted] went to MrsB [redacted] residence to look at the areas of concern MrsH [redacted] had MrT [redacted] is a master textile cleaner, IICRC Certified with many designationsThis is the highest level education and credibility in our industry He provided an inspection of the areas of concernFirst thing was done was to determine if there were any stains that could have been caused by our staffMrT [redacted] did a soil test and observed that the sofa had not been cleaned for a long period of time, The level of soiling was deep into the fiber and on all surfacesMrT [redacted] indicated to MrsH [redacted] that the sofas were simply soiledMrsH [redacted] pointed out again that we were responsible for the dirt on the sofaOur observation was that the sofa did not have any spraying of produc and it was simply soiled and needed to be cleanedWe can assure MrsH [redacted] that we are not in the business of soiling sofas and that we have a great reputationAlso, we told MrsH [redacted] that we would be glad to clean her sofa but there would be a chargeMrsH [redacted] was unfortunately very disappointed and offendedWe apologize if MrsH [redacted] felt we were accusing her of being dishonest, which we never meant We have looked at the service history of MrsB [redacted] , her mother who is our clientWe had never met her daughter before and she felt we were too expensive even if she did not know about MrsB [redacted] service record, level of service she received and about our reputation We told her that last time her mother had her carpet cleaned, on March 4, 2012, that she paid $for the same premium service of 12-step including all spots cleaning -- we explained that our prices changed since so we could keep the same level of service MrsB [redacted] total invoice was $and we gave a special price to MrsH [redacted] in consideration of MrsB [redacted] past business relationship and this, with the same level of serviceWe gave complimentary discount of $So her total invoice was $400.00.We would like to mention that MrsB [redacted] had never had her sofa cleaned by usA white sofa needs to be cleaned at least every years and soil accumulates not only on the surface but deep inside the fiberThe observation MrT [redacted] made on the seating areas, arms, back cushion of the sofas, lower upholstery (near the carpet) were soiled and not only surface stainWe are sorry that MrsH [redacted] did not appreciate that we do not clean her sofas for freeThe part of our money back guarantee is for the service we provided and not for any furniture in the houseMrsH [redacted] obviously is uninformed about the fact that purchasing periodic professional upholstery cleaning services is essential to keep your home clean, and she simply did not notice how soiled those sofas were We feel that unfortunately MrsH [redacted] requests for a refund of $cannot be fulfilled.In MrT***'s opinion, these sofas had not been professionally cleaned in at least yearsThe carpet and rug institute states that "all carpet, rugs and furniture should be professionally cleaned at least every two years."We hope this communication will clarify the event that took place on July 14, My best regards,S [redacted] , Vice-PresidentFour Seasons Rug, Carpet & Upholstery CleaningFlynn Road, Suite ECamarillo, CA 93012Tel: ###-###-####

Complaint: 10720209
I am rejecting this response because:
The company did put dirt on the sofa. However, there is no point in continuing this. You can close the complaint. Thanks for your help.
Regards,
[redacted]

Letter addressed to:Revdex.com,Ref.: Mrs. W[redacted], address unknownedComplaint ID: 10720209To Whom It May Concern:We acknowledge receipt of a consumer complaint about a carpet cleaning service performed on July 14, 2015. Here is our reply.We have served Mrs. B[redacted] for many years...

doing her carpet cleaning. We never cleaned her sofas. Our guarantee is 60 days on returning spots on carpet cleaning. Mrs. H[redacted] complaint was about 3 sofas that we have never cleaned. The carpet  cleaning was done on July 14, 2015. Mrs. H[redacted] called the morning after to let us know that the carpet was still damp, which is normal - it can take up to 24 hours to dry totally. However, during the same conversation, Mrs. H[redacted] told us she was happy with the carpet cleaning but the sofas were dirty and she mentioned that our staff had soiled the sofas. Mr. T[redacted] told Mrs. H[redacted] he will come and an appointment was made with our scheduling staff. Mr. D[redacted] went to Mrs. B[redacted] residence to look
at the areas of concern Mrs. H[redacted] had.  Mr. T[redacted] is a master textile
cleaner, IICRC Certified with many designations. This is the highest level education and credibility in our industry.  He
provided an inspection of the areas of concern. First thing was done
was to determine if there were any stains that could have been caused by our staff. Mr. T[redacted] did a soil test and observed that the sofa had not been cleaned for a long period of time, The level of soiling was deep into the fiber and on all surfaces. Mr. T[redacted] indicated
to Mrs. H[redacted] that the sofas were simply soiled. Mrs. H[redacted] pointed out again that we were responsible for the dirt on the sofa. Our observation was that the sofa did not have any spraying of produc and it was simply soiled and needed to be cleaned. We can assure Mrs. H[redacted] that we are not in the business of soiling sofas and that we have a great reputation. Also, we told Mrs. H[redacted] that we would be glad to clean her sofa but there would be a charge. Mrs. H[redacted] was unfortunately very disappointed and offended. We apologize if Mrs. H[redacted] felt we were accusing her of being dishonest, which we never meant.  We have looked at the service history of Mrs. B[redacted], her mother who is our client. We had never met her daughter before and she felt we were too expensive even if she did not know about Mrs. B[redacted] service record, level of service she received and  about our reputation.   We told her that last time her mother had her carpet cleaned, on March 4, 2012, that she paid $283.00 for the same premium service of 12-step including all spots cleaning -- we explained that our prices changed since 2012 so we could keep the same level of service.  Mrs. B[redacted] total invoice was $502.40 and we gave a special price to Mrs. H[redacted] in consideration of Mrs. B[redacted] past business relationship and this, with the same level of service. We gave complimentary discount of $102.40. So her total invoice was $400.00.We would like to mention that Mrs. B[redacted] had never had her sofa cleaned by us. A white sofa needs to be cleaned at least every 2 years and soil accumulates not only on the surface but deep inside the fiber. The observation Mr. T[redacted] made on the seating areas, arms, back cushion of the sofas, lower upholstery (near the carpet)  were soiled and not only surface stain. We are sorry that Mrs. H[redacted] did not appreciate that we do not clean her sofas for free. The part of our money back guarantee is for the service we provided and not for any furniture in the house. Mrs. H[redacted] obviously is uninformed about the fact that purchasing periodic professional upholstery cleaning services is essential to keep your home clean, and she simply did not notice how soiled those sofas were.  We feel that unfortunately Mrs. H[redacted] requests for a refund of $240.00 cannot be fulfilled.In Mr. T[redacted]'s opinion, these sofas had not been professionally cleaned in at least 5 years. The carpet and rug institute states that "all carpet, rugs and furniture should be professionally cleaned at least every two years."We hope this communication will clarify the event that took place on July 14, 2015.  My best regards,S[redacted], Vice-PresidentFour Seasons Rug, Carpet & Upholstery Cleaning1330 Flynn Road, Suite ECamarillo, CA 93012Tel: ###-###-####

Complaint: 10720209
I am rejecting this response because:1. After having our carpets cleaned by your company, our sofas were dirtied along the back, sides, and front.2. I did not make this up in order to get the company to clean the sofas for free.3. I made an offer of how the company could make right the situation considering what was done to the sofas.4. I took a photo afterward that shows a round spot of dirt. Unfortunately, the photo is not that clear.5. I have no other way that I can prove what happened, so it is up to the company to resolve this issue.
Regards,
[redacted] H[redacted]

This customer has somehow imagined that we have put
together some sort of scheme to spray dirt on people's furniture so that we can
them charge them to clean the furniture after we clean our carpetIn her complaint
she describes all of these conclusionsActually she openly admits that we did
a great job on her carpetWe would never do something like what she is suggesting
However as much as we do appreciate her business, and all our customers'
business, we cannot make every customer happy by placating every unreasonable
requests as in this caseOur company has been cleaning carpet and upholstery
for years and we have a very good reputationThis reputation is good
evidence that we would never do something like what this lady is suggesting
When we visited the work site to investigate MrsH[redacted]'s complaint, we saw
that no cleaning agent had been accidently sprayed on any furnitureHowever,
as previously stated, the areas that MrsH[redacted] pointed out to us were
extremely soiled, presumably from many years of neglect