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Pro Kleen Services Inc.

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Reviews Pro Kleen Services Inc.

Pro Kleen Services Inc. Reviews (8)

Complaint: ***I am rejecting this response because:
The matter at hand is that we had a 9:am appointment which was scheduled from the nigth before I don't believe that it us our responsibility to pay after hour charges for an appointment that was made during business hours As stated before are the after hour charges on the bill and regular hour charges which were quote from the owner (David K***), I'm asking for their business to be fair and honor their word If they were not going to be able to make it that day they should have let me know earlier than pm so could have found someone else rather than waiting all day on them
Sincerely,*** ***

On Dec. 9th at approx 8;15 am I took a call from Mr. [redacted] stating he had a water damage over night and that he needed services.  He also stated that he needed a plumber but couldn't get anyone to come out till maybe later that day.  At that time I informed him we had a plumber...

and that I could send him with our water damage technician.  This particular Friday - it was snowing and 3 degrees outside.  The reason I mention this is because we usually don't send out our truck-mounting cleaning units unless its an emergency and someone needs services because these trucks need to be left running - otherwise our equipment could freeze up and be damaged. So I dis[ateched our guys they met up at the shop - fueled up - loaded up drying eqipment - fans - de-hu's and wood floor dring mats because he had wood floors.  He said he had most of water mopped up but was very concerned about his wood floors. Mr. [redacted] was well aware that I was sending a plumber - he even talked to the plumber before he got to the job site explaining what was going on.  I spoke to Mr. [redacted]  again after he talked to our plumber - that was about 9:30 - he said after talking to our plumber he would still need to get another plumber as our guy maybe didn't have the right equipment. ( He didn't really call us for a plumber but I thought it would be helpful and had to send 2 guys anyway.)  At 10 am his wife called and I assured her that they would be there any second and they were. At no time in speaking with Mr. or Mrs. [redacted] (3x) that morming did they express wanting only an estimate so  when my guys went in,  he turned them away as these guys don't do our estimating.though they had everything there to get started. As they were leaving a competitors van did show up before they even got out of the driveway.  We have been doing this for over 30 years.  When some calls for an estimate I send someone who gives estimates.. I would not send 2 guys and a cleaning truck out for a estimate in freezing snowy weather.  So yes I did call Mr. [redacted] back and explained I would have to charge a service call as that was what he asked for.  I have to pay our guys the minute they come to work - they don't go out on jobs for free and our trucks don't run on air.  I am sorry for his loss but if anyone was "SLAPPED IN THE FACE" it certainly was us.  A minumum service call for water damages starts at $150.00, I only billed him for 85.00.  My plumber charged me for 1/1/2 hrs with travel time as did my water damage technician. VERY FAIR CHARGE

We responded as quickly as we could as that was when the storm in August hit and tried to service as many clients as possible in the order of which calls were received. Client originally called our company for a carpet cleaning but did not realize it was a sewage back-up. We attempted to reschedule...

services for the next morning but client refused. Our technicians were there until late that evening. This claim was submitted to clients insurance which did not have any disputes with our bill. Client disputed a minimal removal item which our company took off the bill as it was a communication error. We spoke with client many times and tried to come to a civil agreement but has proven difficult to come to an agreement. Client has been paid in full from insurance company whereas our company has not received any funds for services rendered.

We came to an agreement with [redacted] to change the after hour service to a during hour service call. We still sent our guys out after hours with was considered after hour work. The remainder of the bill stands as we had to pay our technicians after hour and overtime rates since he did not want us to come first thing the next morning. We feel our charges are fair as did his insurance company.

Complaint: [redacted]I am rejecting this response because:
      Like stated by Pro Kleen we came to an agreement to change the after hours to during hours service, but Pro Kleen has not changed the charges that we are asking for listed in the initial complaint.  As for their employees being sent out after hours was their choice, we had an appointment at 9 am and there was two hours of work preformed and 1.5 hours of travel time, they way if figure that would all be during regular business hours.  I don't believe that is our responsibility if they were over booked and short handed.  But the matter at hand I think was answered in their last statement by quoting them "we came to an agreement with [redacted] to change the after hour service to a during hour service call",  now by acknowledging that statement, we are asking to please change the bill to during hours service like stated and prices as stated in the initial complaint.
Sincerely,[redacted]

Review: As a visitor from Souther California, who also loves Great Falls I was shocked to be treated so rudely by both the owner [redacted] and his assistant who answers his phones.

While visiting my daughter my puppy accidentally peed a few times on her carpet, so I decided to have her Living room rug and walkway cleaned and sanitized.

There were many Carpet Cleaning companies to choose from - most with prices under $50. I chose Pro Kleen because they were able to come at 2pm the next day which was the only time I could be available. When I asked for a quote I was told $3.50 per foot which was ok because it was in the price range of all of the others.

First of all they called and had to change the time because they had overbooked themselves. We had planned our day around that arrival time so it wasn't ok and they arrived 11/2 hours late.

I was shocked to be told after they were done that even though our room and walkway was only about 14'x 9 it would cost us $99.00 because that was their minimum charge! NEVER was this mentioned to me by [redacted]. When I called to complain to [redacted] about the cost and the fact that the carpet smelled of dog urine I was told. "Lady its your fault that you didn't get an accurate quote!" "And that the carpets often smell worse after cleaning!" What would be the point of having them deodorized then??? When I later spoke to the female who answers his phone she told me "I sounded as if I was Rded! And it was entirely my fault for not getting the correct quote - even though I asked for one on my first call to them.

Pro kleen has very unscrupulous business practices- isn't this why the Bait and Switch laws were put into practice? In addition, before I hung up she made some nasty threat about looking me up in my home town!

In their advertising they "guarantee satisfaction". This Is a "Guaranteed Satisfaction" in Great Falls!?!???

Every other experience during my second visit to that beautiful city was wonderful!!!UDesired Settlement: Refund so that I may have the carpet re cleaned and deodorized as I was promised

Business

Response:

In response to Ms. [redacted]'s claim:Ms. [redacted] called to get a price of what we charge for carpet cleaning. She was told we charge .35 cents a square foot - not the 3.50 she quoted in her statement. When she got the quote she simply stated she had traffic areas that needed cleaning and did not mention any sizes nor that she had pet urine. Davie told her when she scheduled that our guy would measure all areas and charge accordingly. Even at this time failed to mention the size of her area and that she had pet urine throughout the areas she wanted cleaned - had she mentioned that we would have told her that would be and additional charge for pet treatment. When [redacted] ,our cleaner (who has worked for us for 15 years) went there, both Ms. [redacted] and her daughter were present, and BEFORE we did any cleaning [redacted] measured the areas and told them it would be a minimum charge of 99.00. They agreed to have the job done and [redacted] cleaned the areas they wanted done. She signed the work order and paid with a credit card on Feb. 26th, 2015. On March 3rd she called ranting and raving that she should have told (on the phone) that there was minimum charge and that we were doing a "bait and Switch" which is completely ridiculous - we've been doing this for over 30 years and this is first time I've ever had such a complaint . Again, she was told the minimum charge BEFORE we cleaned, she agreed and wanted it done and we did it. At that time she could have refused the service or addressed any issue she may have had about the charge but that did not happen. [redacted] said they were happy when he left and all was fine. Services were rendered and price was given ahead of time. No refund is warranted in this matter.Sincerely,Pro-Kleen Services, Inc.Copy of signed satisfaction by Ms. [redacted] is on file and can be emailed to you per your request.

Review: We had a flood caused by mother nature in our basement. We called Pro Kleen that night and they told us they would be there in the morning. We moved all the furniture out of the basement and mopped up all the water that we could remove. We have a floor drain in the basement so all of the water was gone in the morning other than One bedroom with carpet and a small living room with carpet. Pro Kleen showed up late Saturday morning and started doing a job without giving us any details on what would be done and without informing us of any cost whatsoever. They just had us sign a paper saying they could collect any money received from an insurance company reflecting the basement flood. They went ahead and extracted water from the carpets and pads and then set up drying fans and a couple of dehumidifiers. They then proceeded to destroy my house by cutting sheetrock out of every wall and ripping vinyl flooring out of the other bedroom. All this was done without first asking and telling us that they would not be replacing the sheetrock causing more destruction than the original flood. They overcharged for work that was not done and hours of travel time that are fraudulent. They also worked on my brother-in-laws house and did not give us a split charge for mileage and travel time. The final bill was emailed to me which I thought was weird because I have never received a bill via email. The total bill was $10965.20. Of that amount there was a 10% overhead charge plus a 10% profit charge. I complained about the bill and he said he would take those 2 charges off leaving the bill at $9062.12. I told him there were still charges for work that was not done and destruction of my home that was not repaired. I agreed that I would pay $5500.00 dollars which is still high considering the work they did. They also destroyed my entryway floor going into the basement from all the traffic back and forth. I was told when the insurance adjuster came that Pro Kleen was not liked by insurance companies because they rip the insurance companies off. My flood was not covered by my insurance as it was an act of mother nature. I was forced to remodel my entire basement caused by the destruction of Pro Kleen. I would have only had to replace flooring if they would have informed me. This remodel was done by me out of my pocket. I also have to pay Pro Kleen out of my pocket which I have no problem with as long as I am billed a fair amount. Trying to take advantage of people is completely against my belief and it disappoints me when somebody does it to me.Desired Settlement: Of the final bill I agree to pay $5500.00 of the $9062.12 billed. I feel that is more than fair for the work done and the extra damage caused.

Business

Response:

[redacted] called Pro-Kleen to assist with a water damage that happened in their home. Our technicians, [redacted] and [redacted], arrived at their home and spoke with [redacted]. [redacted] had him sign a work authorization form that is mandatory with every job we preform. This is to verify that the client is authorizing Pro-Kleen to start the necessary means of removing water and fixing the damage done by the water damage. [redacted] then proceeded to speak with [redacted] about the work they would have to preform to undo the damage from all the water.

[redacted] was very compliant and okayed our technicians to get to work and do what had to be done. Unlike the complaint you received, our technicians had to suck up a lot of water that the [redacted] claim was not there. Water had already started to wick up the walls so our technicians removed only what needed to be replaced, which was only 3" up the wall to minimize waste and cost for the [redacted]. [redacted] discussed every issue with [redacted] before any action was taken and he again okayed all work to be done. [redacted] was also standing right there when [redacted] okayed the vinyl flooring removal which was also saturated with water.

As for the furniture issue, they did not remove all furniture. They simply moved it into one large lump pile which our technicians had to move and remove to get to the affected areas. We had to remove the laminate flooring because it was on a floating floor where the laminate was set on pad. The pad had also become saturated due to their water damage - it had to be removed as the laminate was trapping moisture in and would never dry properly, it simply had to come out- otherwise it would have been a stinky moldy mess if left alone.

An accidental charge was billed to the [redacted] in the equipment area, but the [redacted] brought that mistake to our attention and it was rectified. It was not written on their file that some of the equipment was removed and taken to another job. We immediately took that charge off of their bill and split the fuel charge with another job in the area as requested. We also took the profit and overhead charges off their bill to try help them with the bill as this was not going to covered by their insurance company - even though [redacted] initially tried to get [redacted] to write on the file that the damages were due to his" roof leaking as it needed to be replaced anyway". [redacted] informed him we could not do that for him - [redacted] also heard this statement. The next day he tried to use the hot water heater as an excuse to get coverage with a different employee [redacted].

I understand their frustration when you have damages and do not have insurance coverage for expenses, however, Pro-Kleen did not cause these damages as they are now claiming. We did everything to try and help them. We are a certified water and mold damage specialist company, we have been doing this kind of work for almost 30 years now, we know what has to be done. [redacted] and [redacted] have been with us for over 15 years they know their jobs and are also I.I.C.R.C certified in their fields. We bill everyone the same regardless of insurance or not. We use the same program and pricing insurance companies and adjusters use when billing for these kind of damages.

We are trying to be as fair as we can, we billed exactly for what was done to the T, but we can not except their offer for only $5500.00. If they would like to settle this here and now we would accept final payment in full for $7500.00, otherwise we will have to seek alternative avenues for collection.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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.]

Regards,

Business

Response:

In response to [redacted]:

Pro-Kleen did not bill "inappropriately" and no one has been dishonest, and his statements in his response are offensive. We came there to help when he was overwhelmed with his "natural disaster". I again spoke to all 3 employees to confirm what was done and what was said. When [redacted] presented the work authorization he did date incorrectly - he is retired military and reverses month and day. He did spell the names wrong also it should have been [redacted], not [redacted]. The address on the file is what we went by when the initial call came in, if this was incorrect, one of them could have brought that to our attention and we would have changed it. Honest mistakes. Mrs. [redacted] signed the work authorization but is now saying she was not authorized to do so as they do not own the house. She went as far to send us an email saying the following.

" I have a work authorization sheet dated 7/9/13? Did not ask for you in July? It then says the undersigned [redacted]? Who is that? That is not my last name. [redacted]? Incorrect physical address. Signed by [redacted]. Neither one of us is the owner of the house. We are not allowed to authorize work to be done to a house that is not owned by us." When we get an email like that it makes you think they don't want to pay for the services or are looking for a way not to take responsibility.

Anyhow, [redacted] insists he went over everything that needed to be done with [redacted] as stated in previous response, and [redacted] agrees. [redacted] is very good at his job and he would have no reason to lie about this. However, I would like to clarify, that after speaking with [redacted] today, that [redacted] had said the Insurance would cover his roof but not this damage done by the microburst,- it was a casual conversation saying too bad it wasn't the roof. Regardless of what he or she said is, the fact is we did the work that needed to be done and it was very clearly explained.

They had significant water damage and the floors were wet with water, and water was wicking up their walls. [redacted] explained why the sheetrock was necessary to remove, please be aware they were home all the while the work was going on. [redacted] recalls [redacted] specifically coming up to him addressing the vinyl/laminate flooring saying " I'm sure there is water under there and it probably has to go." So we proceeded to remove. I, [redacted], who is the one responding to all of this, assumed there was a thin foam pad under the laminate as there usually is, and it would also be water damaged also. Laminate is mostly made out of particle board and when is gets wet it swells and will start to peak - this does not repair itself. This could have never been saved as [redacted] claims. We have had to replace new laminate flooring in the past just because clients used too much water cleaning and thus would peak and not go down.

As for the hot water heater issue, it was [redacted] that pointed out to him that it was leaking and [redacted] later simply made the comment to [redacted] that " I wish this could have been the problem", and [redacted] responded that he didn't think that was gonna happen after seeing all the mud under staircase. Our guys have no reason to lie about this, and [redacted] admits himself he made comments to our guys in regards to both his roof and his hot water heater.

Our offer to settle at $7500.00 will expire March 7th at 5pm, which they are aware of. For the record to the [redacted], we do a lot of pro bona work for the less fortunate who desperately need our services. We are not out screw anyone, not our style - we care about our clients and the community we live in. We are a preferred contractor with several insurance companies because we have been doing this since 1989. I am sorry for their loss but this was not our fault and we came out to help them. We are trying to be as fair as we can and want to resolve this issue but we simply can not afford to deduct any more.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.]

Regards,

[redacted] Lie as much as you want. I am telling the truth. My wife did not send you the email about the work authorization sheet, I did. And it is not the correct physical address and we do not own the house. Your bill was outrageous for what tiny bit of work you did. You have charges on the bill that were not performed. The laminate floor is vinyl, no wood at all in it, vinyl. Yes it could have been saved. All your crew did was suck up a water which took about one hour and cut some sheetrock off the bottom of some of my walls. The insulation behind the sheetrock is spray foam so no moisture was even soaked into anything. [redacted] did not explain that the sheetrock needed to be cut out. Did it? What factor gives your employees the assumption that the sheetrock needs to be cut out. In the bar room of the house they just drilled small holes and dried it that way. Why did they only cut some of the walls? Not as bad as they thought? Are they all licensed professionals? When they left I had a bigger mess than when they came. If you want to handle this in a civil way, then start by sending a civil bill. You say you do alot of work for the less fortunate? Well I am fortunate enough to be healthy and work for the money I have, so are you billing me more because of my lifestyle? A bill should be the same charge to everyone. I did call for your help and I will pay you for your services, but I will not accept that you did $7500.00 worth of work. Maybe it will cost me more in the long run but I will take my chances. I will pay $6000.00 right away to settle this dispute now or I will seek other alternatives.

Review: I contacted Pro Clean sometime in October and asked to set up a time to have someone come over and provide me with a quote to get my house cleaned. I was told at that time by [redacted] that Pro Clean did not provide quotes that they just charged $36 per hour. I expressed to [redacted] that I didn't want to spend over $500 and she told me that wouldn't be a problem and she would just make sure she told her guys that when they did the job. The work was supposed to begin on a Monday, but it didn't start until Wednesday. When the work was complete we had concerns with the quality of work and my husband called the owner and asked them to please come back and fix the issues. He was told originally that he could have them come over and fix the work, but they would charge more for it. They eventually did come back and fix the issues and as of yet, I havent been charged more for them fixing the mistakes. I have pictures and a video of the poor cleaning they did. I ended up just cleaning many of the items just to get it done and over with. Afterwards, I received a call from [redacted] informing me that the charges for the cleaning would be $1,400. My reaction at the time was absolute shock. Shortly thereafter I received the bill for over $1,400 of work for cleaning a 1500 square foot house that was vacant. This bill also included a $130 charge for all the carpets to be cleaned. I made phone calls to other cleaning companies to get quotes in order to do a complete comparison. I received a quote, for the same work, from a similar company ([redacted]) for $259. I talked to [redacted] today (11/21/2013) to try to resolve the issue. She would not sit down and talk with me and would not listen to me. She simply stated that I owed that money and if I didnt pay she would put a lein against my house and send me to collections. I really do want ot pay this bill, but feel that $1,400 is absolutely outrageous for cleaning a 1500 square foot house that was vacant. I told [redacted] I felt that though its still very, very high that $700 would be equitable and fair. She laughed and said shed take $200 off the bill, but that would be it. I felt that paying more than double the second quote would be more than adequate, though it was more than the $500 that we had agreed on over the phone. I told her I had talked to a number of people and anyone I had talked to had the same reaction I did which was that this price was outrageous. She said I shouldnt try to slander their company because they had a reputation in this community that was good. I clarified and told her I wasnt slandering her company I was simply telling folks the Pro Clean had charged me $1,400 for a house cleaning. If she felt that was a fair price then she had nothing to worry about as far as peoples reactions. Im disappointed that I have absolutely no recourse and am now facing the possibility that someone can put a lien on my house and sending me to collections. I have outstanding credit. I am asking for assistance in getting this matter resolved. Thank you for attention to this matter. I really do want to pay Pro Clean a fair amount and feel that fair amount (though still very high) is $700. I feel the $1,400 is absolutely and completely out of line.Desired Settlement: I would be willing to write Pro Clean a check today for $700. I still feel this is very high for a house cleaning, but want to put this behind me.

Business

Response:

[redacted] did contact Pro-Kleen to get a quote on what we charge to clean a home. I, [redacted], also one of the owners, informed her that we charged $36.00 per hour per person for cleaning which would include walls, toilets, kitchens, etc. I did tell her that we do not give quotes on general cleaning because every home has varying degrees of cleaning needs. I then gave her a quote on carpet cleaning and offered her a discounted rate that we normally reserve for realtors and rental agencies because she said the house was going to be vacant. She called back a few days later and scheduled a cleaning date with [redacted] our secretary.

We started her cleaning on the 16th of October. [redacted] left a 2 page note with the following instructions of what she wanted cleaned which include the following:

Kitchen - everything, plus 2 fridges inside and out, everything was taken apart and scrubbed down even with a toothbrush - Every cupboard inside and out which were sticky with grease - Oven inside and out. All walls in kitchen, floors , counters and sink.

Living-room - all walls and windows.

Upstairs hall all the walls.

Upstairs bathroom - everything except the walls. Bathroom cabinets inside and out. Closet inside also - shower - toilet- sink - window sills, floors and all the baseboards.

Upstairs Master bedroom - all walls and baseboards - window sills and inside of closet cleaned.

Downstairs - hallway all walls and baseboards washed. Downstairs livingroom 2 white walls and floors washed.

Downstairs bedroom - all walls and baseboards and inside of closet walls washed.

Downstairs bathroom - everything - sink- toilet - shower. Also wipe down the washer and dryer . All walls and baseboards washed.

The carpeted areas that were cleaned totaled 646 sf @ .28cents a sf for $180.88, also 12 stairs at $4.00 ea for $48.00 for a total charge of $228.88. The general cleaning totaled 33.5 hours which took place on the 16th, 17th, and 18th of Oct. came to $1206.00, for a total of $1434.88. Mrs. [redacted]s husband called on Friday afternoon the 18th and asked if we could come back on Monday the 21st and do some touch -up work as the stainless steel appliances looked streaky - we did not have rubbing alcohol which was then used to get "streak-free". Also they had some streaky walls which were there before we started which would not come out - we did recommend painting to remove completely. There was also some crusted area around sink faucet that had to be razored off to satisfaction. We gladly came back and did not charge for the extra 2 hours spent. It was that afternoon I tried calling [redacted] to make sure everything else was good and to see if there was anything else, she didn't answer so I left that message with her asked for return call. I called the next day, no answer so I called her husband and told him I was trying to reach her and I also asked him if there was anything else they wanted done as I was getting ready to bill it out. He then said everything was good and that he was going to call her and have her call me back. She called me back the next and said everything looked good, she was happy with job and wanted to know what the charges were. I then went over the bill with her, she did say that it was a little more than she anticipated, but that she would get a payment right out and thanked us.

After 30 days and no payment, on the 21st of November I gave her a courtesy call to remind her that we had not received payment yet and that after 30 days we assess a finance charge on past dues but I would waive that if she paid by end of week. It was at this time, and this time only did she start to complain about the quality of work, said we only cleaned a few walls and the bill should only be $300.00, and she would only be willing to pay half of the billed charges. I was totally taken back and half laughed like she had to be kidding me. It was then when I started to tell her everything that we did according to the list and recalled the work that she wanted completed. She then demanded that I send her back the list - I think she was surprised that we kept it and attached it to her file. I promptly mailed her the list that afternoon. However, during the end of the conversation, I did offer to take $200.00 of the bill just to settle with her and told her she just pretty much got a free carpet cleaning. She was still said it was too much and she had another quote for the $300.00, but would settle for a $700.00 payment. After we ended the conversation I took a copy of her invoice, added the finance charges to original bill, and her 2 page note an mailed it to her. I did not feel, and do not feel, that she is entitled to any discount as all services were rendered to her satisfaction and she knew what we charged from the get go. That we had no phone call or note or anything until I called a month later for payment.

When she received my invoice and her list she must have realized I was serious because I did say we could turn this into collection and or lien her home for balance if she refused to pay for services rendered. It must have been the same day she fired off this other estimate and letter to you. As you can see, [redacted] "estimate" is after all the work was completed and was mostly for vacuuming, which we didn't even charge her for. She then goes on to say that she only requested $500.00 worth of cleaning - news to us - she never mentioned a dollar amount she wanted to spend on cleaning. IF she did we surely would not have done $1400.00 worth of cleaning and charge $500.00, we've been doing this kind of work for almost 30 years - we know better. Had she really said this, that is what her bill would have been and we would not be having this issue. It is my belief that she is making up lies to simply avoid paying her bill and or get it greatly and grossly reduced. If needed all 3 employees are willing to write letters stating the condition of the house, hours worked and that clients were satisfied upon completion of services.

I will only offer the original $200.00 discount originally offered even though I feel strongly she is not even entitled to it.

Sincerely,

Consumer

Response:

I have reviewed the response made by Pro Kleen 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 charges are grossly out of line regardless of the level of service. The poor level of service just adds insult to injury over the price of $1,434.88 for a house cleaning. I did not agree to over $500 worth of cleaning. I would like to get this resolved and am willing to pay $500 for the cleaning, as agreed. Given that we didn't agree on a price for the carpet cleaning (even though [redacted]'s response said we did discuss a discounted quote) I would pay $350 for the carpet cleaning versus $228. This would be a total of $850, which is still completely out of line for a simple house cleaning. I find it surprising [redacted] said they do not provide quotes over the phone when I received a letter from her that stated, "Had you stated that you only wanted $300.00 worth of cleaning, that is what we would have done." I have attached a copy of that letter which was sent prior to me having to file this claim with the Revdex.com. The letter from [redacted] that I received on the evening of November 22, 2013 also stated that she called their competition, [redacted], and the competition said they charged $35 to $43 per hour. I have a quote from [redacted] that says they would charge me $259 for the same cleaning that Pro Kleen did, minus the carpet cleaning. I have attached that quote for your reference as well.

Again, I want to get this resolved and am wiling to pay $850 to do so.

Regards,

Business

Response:

In response to Ms. [redacted].

Ms. [redacted] was informed upfront that our hourly rate for cleaning is $36.00 per person, per hour. She was also informed that we charged .28 sf for carpet cleaning. Ms. [redacted] NEVER at any time stated any dollar amount that she wanted the cleaning limited to. Had she stated an amount, that is what we would have done. Any business would not be given a dollar amount and then go over that amount and expect to get paid. I assume before she hired us she called around to get rates and found out that our rates are very competitive and very fair.

However, Ms. [redacted] did leave a lenghty list of everything she wanted done with our employees. We did everything what was asked of us, to her specifications, in good the faith that we would be paid for our services. We called Mr. and Mrs. [redacted] after the job was completed to ask if they were satisfied and if there was anything else they wanted done. They BOTH said everything looked good ,and that they were happy with the services. When I was speaking to Ms. [redacted], we went over the charges and she said she would get payment right out to us. I would believe, as any rational person would, that had she really given us a dollar amount, this would have been the time to address it. ( I personally would have been irate at that moment, and you would have had a complaint filed with you the next day.)

We NEVER heard from her again until the bill was 30 days past due and we called her for payment. It was then, and only then, when she said she wasn't going to pay. She went as far to say she would tell everyone she knew that we "over-charge" and our work is poor if I didn't agree to come down to $700.00. Now she wants to overpay for the carpet cleaning and wants to pay $850.00? We did everything that was asked for per her written instructions and charged accordingly based on hours it took to complete. The quoted she received from [redacted] is without any merit, as all the cleaning was already performed and there was nothing left to clean. Their quote is not even remotely close to what was performed by our crew - it is apples vs. oranges and grossly unfair. Ms. [redacted] is not being truthful in this matter.

So, again, we do not believe any discount is warranted in the case- however, we will stand by the $200.00 discount originally offered just to settle this matter. No other offer will be presented. If account is not paid in full, collection proceedings and or lien will be filed. I am sorry it has come to this, this is not the kind of business we like to do.

Sincerely,

Pro-[redacted] Services, Inc.

Consumer

Response:

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.

I’m

confused. [redacted] originally stated in

her first response that, “I did tell her that we do not give quotes on general

cleaning because every home has varying degrees of cleaning needs.” However, in the letter she sent me she stated

“Had you stated you only wanted $300 worth of cleaning, that is what we would

have done”. She again contradicted

herself when she restated something similar in her most recent response to the Revdex.com; “Had

she stated an amount, that is what we would have done.” Now I’m being called a liar? The reason I did not respond immediately when

[redacted] told me my bill was over $1400 was because I was completely shocked

and horrified. I have had difficulty sleeping ever since. Why was I never called when the charges went

well above the $500 we agreed on? No legitimate

business would give a dollar amount and then go over that amount (almost 3

TIMES the agreed upon amount) and expect to get paid so why does Pro Kleen conduct

business that way and expect to be paid if they are an ethical business? If legitimate businesses ran things that way, businesses could charge

$5,000 or $10,000 for taking out the garbage. I could charge $36 per hour and say it took me

150 hours to take out that trash. Where

is the accountability here?

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Description: Janitor Service

Address: 325 10th Ave S, Great Falls, Montana, United States, 59405-4043

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