Pro Rental & Sales Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** I AM still dissatisfied with 1) "misunderstanding" -- per Sears) about the pricing expressed; 2) the failure to explain at the time of service; and 3) the disinterest in considering my approach provided BEFORE they came to the house!! I was very clear about my interests and understood the pricing to be different than what occurred when they actually provided the billNot before then had the price 'actual' been given to me.My upset remains

I am sorry but I cannot accept this as a solution I was renting the place and upon my move-out, I had to get the carpets cleaned and since *** did not do a good job The management copy of the place I was renting said that I have to have carpets done by one of their places they have chosen and I have to pay for it againSo, as a solution I need my money back from *** They did not do the job they were sent to do and plus the guy that came to do it was very rude and very unprofessional and because of this and me not being able to have the carpets re-done by your copy, I must request my money back since the job was not done right the first time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business's response is a complete fabrication. The tile that was damaged was in front of the master bedroom and was crushed by the equipment used to clean the carpet. It wasn't cracked - it was crushed into many pieces and was clearly and obviously the result of the people that cleaned the floor. The company was contacted immediately the following day and when *** came out to look at the tile he specifically stated that they would replace the tile and that they would take care of it. Never once did he state that it wasn't their fault or that it wasn't their problem. Furthermore, *** took a piece of sample tile with him so that he could use it to find a match. Why would he take that tile if he didn't intend to repair the damaged tile.The bigger problem arose when the company refused to return my calls or give me any information as to when I could expect the work to be done combined with them putting me on speaker phone and mocking me when I called in to speak with someone to attempt to determine when the work would be done. Their actions have been disgraceful throughout and their response is further proof. All I want is the one tile replaced that they damaged. That isn't too much to ask
Regards,
*** ***

I apologize Mrs. [redacted] is unhappy about the cleaning and that is why we offer a guarantee.  The guarantee is noted on the invoice that she signed I have enclosed a copy of the invoice (front and back).  All cleanings which have a problem must allow us to see and fix the problem.  If the cleaning was not good enough she could have called our office and we would have worked with the landlord and made sure the job was as clean as it could get and have them there during the cleaning.  They can not legally say you have to use our company when someone has already paid to have it cleaned.  It is odd we did not get a call for a re-clean or a call for a complaint.  Especially now since it is to late for us to re-clean since its after the first of the month and most likely it has been re-cleaned already.  Maybe if we spoke to the landlord and asked them how the cleaning turned out after they had it cleaned and how much that was I would feel a little more at ease with this situation.  We clean for multiple landlords and property managers and come highly recommended.  Not sure why the issues with this job again I apologize but that is again why we have our guarantee.  If I can get the name of the landlord and speak to them I can see whats going on and what they have decided the results are on the carpet and deposit are I would be more willing to find a happy medium with Mrs. [redacted].

Revdex.com Complaint# [redacted]Mr. [redacted] ordered carpet cleaning service on 5-29-2015 also requesting when the technician comes out to measure and give a free in home estimate for cleaning the tile and grout. The appointment was booked for 6-20-15, one of our senior techs [redacted] came out to service Mr. [redacted] home. During the walkthrough [redacted] measured and gave Mr. [redacted] a cleaning quote of $320.00  based on sq/ft Mr. [redacted] requested to have cleaned. Mr. [redacted] agreed to the cost of the cleaning service on his tile and grout. [redacted] preformed the cleaning for both his carpets,tile and grout spending over 2 hours at Mr. [redacted] home.On 6-25-15 Mr. [redacted] called our office requesting a reservice on his gout stating there were some areas that did not look uniform. Mr. [redacted] reservice was booked for 7-1-15. We try to send the same tech back but 7-1-15 was [redacted]'s scheduled day off,so [redacted] came out to reclean whatever Mr.[redacted] needed (per our satisfaction guarantee). At the time of the reservice we were prepared to reclean all of the tile.Mr. [redacted] asked our technician if he was going to do the same process,which [redacted] told Mr. [redacted] that we would.That's when Mr.[redacted] told [redacted] that he doesn,t think that would get it clean,and in turn just wanted a full refund for the tile cleaning. Per our satisfaction guarantee 11We must have a chance to inspect and remedy the customers concerns". Mr.[redacted] did not let [redacted] try to reclean.In conclusion per our guarantee that Mr. [redacted] signed we must have a chance to remedy before any other steps like refund/policy adjustment can happen. Because Mr. [redacted] did not give us that chance and that is why we will not be refunding tile cleaning at this time. We would be willing to go out and clean it again if he would allow us to,but returning the full cleaning cost we would not be willing to do at this time.Sincerely: [redacted] (Sears Shop Manager}

We offer a 30 day guarantee on all of our work and we have never gotten a call about this job with a complaint.  Our guarantee states that if the customer is not happy we will come back and re-clean for free.  We can not do a refund without being allowed to fix the problem first. ...

Again this is the first time we have been notified of an issue.  We could have came back out the very next day.  I hope this reply helps with this situation and we can get this taken care of.

On 4-16-15 [redacted] and [redacted] serviced Ms. [redacted] carpet. She had 3 areas to be cleaned and added enzyme in master bedroom and protector on all. (See invoice Three days later Ms.[redacted] called our office stating that are techs cracked on of her tiles in front of her master bedroom.On...

4-22-15 [redacted] the service manager came out to do an inspection on the cracked tile by the master bedroom. During the inspection it was found to be that the tile Ms. [redacted] states we cracked was on a foundation crack. [redacted] moved the little table next to the tile in question to find another broken tile as a direct result of the foundation cracking. Due to the preexisting foundation crack it was found by [redacted] that the reason the tile was not a direct result of our carpet cleaning.During the inspection [redacted] found with Ms. [redacted] a total of 7 cracked tiles throughout due to the foundation. [redacted] took a tile sample to try to match and get some for Ms. [redacted]. [redacted] told Ms. [redacted] that if we can find the tile then he [redacted] send his tile guy out to replace one for free if she paid for the remaining tiles to be replaced. [redacted] also explained because the tile was out dated and discontinued that it would be a challenge to find.For the next few months [redacted] looked local at, [redacted], [redacted], [redacted], [redacted], [redacted],[redacted], and other vendor around town to try to match the tile with little luck. This was a service we provided with no charge just to try to help the situation. In conclusion our offer to provide labor for that one tile to be replaced still stands and in no way are we accepting full responsibility for the tile that is cracked. This offer was in good faith to make our customer happy with our service.

We are sorry about the misunderstanding here but I will clarify.   When a customer books a job they get a total and then an email is sent to them confirming the invoice.  Mrs. [redacted] booked for $350 in tile cleaning and sealing, 4 rooms of carpet cleaning for $119.00 and there is a...

$9 Service charge.  Total on the invoice is $478.00.  You will notice on the invoice that the computer printed the dollar amount of $478.00 and the technicians did not change the amount and means that there was no bait and switch.  (We are not that kind of company).  All pricing is computer printed.  You will also notice that we have included the status history report that details the minutes of the phone call and the dollar amounts spoken about.  The phone call lasted for a total of 15 minutes and it looks as thought Mrs. [redacted] got quoted for tile first for the $350 and then about 5 minutes later she added the 4 areas of carpet cleaning that then changed the total to $478.00.  So the complaint that the total changed is inaccurate.  As far as the technicians doing it their way.  We spoke to the tech while he was at this job and we told him we would not allow him to do it the way Mrs. [redacted] wanted him to do it.  There is a reason why we do things the way we do.  We are certified and professional.  Mrs. [redacted] wanted us to clean the tile first when the bedrooms were further away from the entry.  After cleaning the tile it is slightly damp still and if we did the tile before the carpet we would then have to drag our equipment and hoses over the tile freshly cleaned tiles.  This would cause two issues 1.  Someone could slip on the wet tile (with other workers in the home this is very unsafe).  2. The tile would get footprints all over it and the customer would not be happy with the cleaning.  People hire us to clean their home.  They need to trust that we know what we are doing.  I am sorry Mrs. [redacted] does not agree with how we did the job.   The way we did the job conformed to osha guidelines and our policies and procedures.We do not have record of Mrs. [redacted] calling back to complain about the price.  If we missed this we apologize.  We record all phone calls and I have searched for Mrs. [redacted] phone number after the cleaning and I can not find it anywhere.  I used the [redacted] number as well as the [redacted] number.  If there was a problem with the cleaning we would have no problem doing a touch up.  We guarantee our work.  As far as the complaints listed here we will not be offering any compensation.

Mr. [redacted] hired us to clean his carpet and tile.  Our technician cleaned the carpet and tile.  Mr. [redacted] called us back to complain that 15% of the tile was not not clean enough and showed a little darker than the other areas so we sent a tech out to reclean. Upon arriving Mr....

[redacted] did not let us reclean he stated that he did not have confidence in the cleaning process and we told him that it most likely needed a second clean to get it clean.  We told him grout is very porous and if it hasn't been sealed it can be hard to clean.   We did tell him if the second cleaning didn't work that the grout was most likely stained and he could always recolor the grout with a colored sealer (that process is extra).  However the recleaning would be free and we are 99% positive that we can get it cleaned perfectly Mr. [redacted] refused to let us clean.  Our policy is to reclean before we do anything else.  We do not have a money back guarantee when we are not able to reclean.  I just spoke to Mr. [redacted] and explained everything to him again and he still will not let us come out and relclean the tile.  I explained I would send a manager with a stronger solution and it would not cost him any extra.  He still told me no.  At this point only thing I can offer is another recleaning to fix the problem.

This appointment was scheduled for an arrival window of 130-430.  We have GPS on the trucks and the truck started its cleaning unit at 4:14pm on 11-12.  This is within our time frame.  Half way through the job the customer asked us to leave because she felt mosquitos were going to...

come into the home.  We were reluctant to leave when the job was half way done because we were in the busiest month of the year and it would cost us double to do the job a second time.  Normally we would have to charge for this.   Even though this put us in a bad situation we agreed to take care of her on another day.  [redacted] a night time closer scheduled Mrs. [redacted] for Tuesday and I ([redacted]) spoke to Mrs. [redacted] on Monday and felt that the Tuesday appointment would run later than she wanted due to the fact it was a big day.  So I scheduled her for Thursday morning.  We went out on Thursday morning and finished the job.  Our prices are on the website as well as on coupons.  They both say 9 vents and 1 cold air return for 159.00 with a 9 service fee.  Additional vents are $20 each and additional cold air returns are $30 each.  The coupons say can not be combined with any other offer.  There is one coupon allowed per home.  However we are willing to give her back $31 as requested to take care of this situation.  We will return the $31 today 11-20-15.  We will return the money to the person that paid for the job.

Good Morning, I am writing in response to your findings on this matter.  My manager Will did not realize he had to reply again.  Sorry about that.  This customer has foundation cracks in her tiles at her bedroom door and I have included pictures of her tiles in front of her  master bedroom.  You will notice where the crack is and then when you look under the table the same crack starts back up in the same direction and manner.  In the other picture you will notice that one of the tiles is sitting higher than the others.  This means there is a crack in the concrete slab and instead of this tile breaking it raised with the slab breaking the grout instead of the tile.   Our machine that we clean carpet with is truck mounted so there is no heavy machines in the home.  We have a titanium wand that weighs only about 1 pound and it is hooked up to a vacuum hose and solution line.  It would be impossible for the weight to crush tile.  When [redacted] went out he inspected the tile and showed the customer other cracked tiles (7 total) and expressed that this was  foundation cracking and settling.  He did say that as a good faith gesture if we can find a piece of tile we would have one of our guys install one tile piece for free.  She was happy with this offer and said if we found the tile she authorized us to buy an entire box of this tile and she would pay us to replace the other broken tiles.  We have spent countless hours trying to find her tile for her and we cannot find it.  The tile looks to be discontinued.  It was our every intention to find the tiles for her.  It would have made her happy and we would have gotten additional work from her by replacing the other 6 broken tiles.  It was a win-win for both of us.     I hope this puts more light onto the matter.  Again I’m sorry [redacted] did not respond the second time I think he thought it was already taken care of and was a duplicate.  He is new to taking care of Revdex.com complaints.  Please let me know that you received this and reviewed the pictures.   [redacted]Phoenix Az 85040###-###-####  Cell###-###-#### OfficeSears Carpet & Air Duct Cleaning

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The statement of the business is wrong, here is what happened:On the second attempt and visit, the technician  made a test and there was no difference in the area where the test was performed. We then called the local manager that then confirmed that if the test was not better, there was then no reason for the entire cleaning to produce any better outcome. This is why I  told the local manager that there was no need to invest the time in performing that second cleaning, and it was better to refund me, since the grout was still not clear, like in the other areas. Basically, the darker areas (around 20%) were still darker! Worse, he told me they had a different system they could use, for an additional fee.It is when the regional manager called me the next day or so, to have someone coming to my home for the 3rd time, that I told him that at this time, that I didn't have any confidence in the ability for them to perform the service I paid for, which is to clean the tile/grout, because of the go-around I received and simply being unable to agree that when cleaning grout, if the outcome is that the 20% dark part remains as is, then there is no real benefit there.To me, the outcome of cleaning the area has not been delivered, and if I would have been explained by the company that there was a possibility that the grout would not end up clearer than originally, I would not have spent $320 for having it cleaned! I don't need a company to come to my home to clean my tiles, I do this weekly with a bucket of water myself.
Regards,
[redacted]

Mr. [redacted] hired us to clean his carpet and tile.  Our technician cleaned the carpet and tile.  Mr. [redacted] called us back to complain that 15% of the tile was not not clean enough and showed a little darker than the other areas so we sent a tech out to reclean. Upon arriving Mr. [redacted] did not let us reclean he stated that he did not have confidence in the cleaning process and we told him that it most likely needed a second clean to get it clean.  We told him grout is very porous and if it hasn't been sealed it can be hard to clean.   We did tell him if the second cleaning didn't work that the grout was most likely stained and he could always recolor the grout with a colored sealer (that process is extra).  However the recleaning would be free and we are 99% positive that we can get it cleaned perfectly Mr. [redacted] refused to let us clean.  Our policy is to reclean before we do anything else.  We do not have a money back guarantee when we are not able to reclean.  I just spoke to Mr. [redacted] and explained everything to him again and he still will not let us come out and relclean the tile.  I explained I would send a manager with a stronger solution and it would not cost him any extra.  He still told me no.  At this point only thing I can offer is another recleaning to fix the problem.