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 $in tile cleaning and sealing, rooms of carpet cleaning for $and there is a $Service charge Total on the invoice is $ You will notice on the invoice that the computer printed the dollar amount of $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 minutes and it looks as thought Mrs [redacted] got quoted for tile first for the $and then about minutes later she added the areas of carpet cleaning that then changed the total to $ 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 Someone could slip on the wet tile (with other workers in the home this is very unsafe) 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
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***
On 4-16- [redacted] and [redacted] serviced Ms [redacted] carpetShe had 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- [redacted] the service manager came out to do an inspection on the cracked tile by the master bedroomDuring 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 crackingDue 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 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] , and other vendor around town to try to match the tile with little luckThis was a service we provided with no charge just to try to help the situationIn 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 crackedThis offer was in good faith to make our customer happy with our service
This appointment was scheduled for an arrival window of 130- We have GPS on the trucks and the truck started its cleaning unit at 4:14pm on 11- 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 vents and cold air return for with a service fee Additional vents are $each and additional cold air returns are $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 $as requested to take care of this situation We will return the $today 11-20- We will return the money to the person that paid for the job
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 recleanUpon 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
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.
Revdex.com Complaint# [redacted] Mr [redacted] ordered carpet cleaning service on 5-29-also requesting when the technician comes out to measure and give a free in home estimate for cleaning the tile and groutThe appointment was booked for 6-20-15, one of our senior techs [redacted] came out to service Mr [redacted] homeDuring the walkthrough [redacted] measured and gave Mr [redacted] a cleaning quote of $ based on sq/ft Mr [redacted] requested to have cleanedMr [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 hours at Mr [redacted] home.On 6-25-Mr [redacted] called our office requesting a reservice on his gout stating there were some areas that did not look uniformMr [redacted] reservice was booked for 7-1-We try to send the same tech back but 7-1-was ***'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 cleaningPer 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 happenBecause Mr [redacted] did not give us that chance and that is why we will not be refunding tile cleaning at this timeWe 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}
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 performedWe 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 outcomeThis 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 areasBasically, 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 $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]
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 $in tile cleaning and sealing, rooms of carpet cleaning for $and there is a $Service charge Total on the invoice is $ You will notice on the invoice that the computer printed the dollar amount of $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 minutes and it looks as thought Mrs [redacted] got quoted for tile first for the $and then about minutes later she added the areas of carpet cleaning that then changed the total to $ 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 Someone could slip on the wet tile (with other workers in the home this is very unsafe) 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
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***
On 4-16- [redacted] and [redacted] serviced Ms [redacted] carpetShe had 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- [redacted] the service manager came out to do an inspection on the cracked tile by the master bedroomDuring 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 crackingDue 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 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] , and other vendor around town to try to match the tile with little luckThis was a service we provided with no charge just to try to help the situationIn 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 crackedThis offer was in good faith to make our customer happy with our service
This appointment was scheduled for an arrival window of 130- We have GPS on the trucks and the truck started its cleaning unit at 4:14pm on 11- 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 vents and cold air return for with a service fee Additional vents are $each and additional cold air returns are $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 $as requested to take care of this situation We will return the $today 11-20- We will return the money to the person that paid for the job
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 recleanUpon 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
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.
Revdex.com Complaint# [redacted] Mr [redacted] ordered carpet cleaning service on 5-29-also requesting when the technician comes out to measure and give a free in home estimate for cleaning the tile and groutThe appointment was booked for 6-20-15, one of our senior techs [redacted] came out to service Mr [redacted] homeDuring the walkthrough [redacted] measured and gave Mr [redacted] a cleaning quote of $ based on sq/ft Mr [redacted] requested to have cleanedMr [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 hours at Mr [redacted] home.On 6-25-Mr [redacted] called our office requesting a reservice on his gout stating there were some areas that did not look uniformMr [redacted] reservice was booked for 7-1-We try to send the same tech back but 7-1-was ***'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 cleaningPer 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 happenBecause Mr [redacted] did not give us that chance and that is why we will not be refunding tile cleaning at this timeWe 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}
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 performedWe 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 outcomeThis 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 areasBasically, 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 $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]