Professional Clean Carpets and Vents

Called to have two rooms cleaned arrived with a a small portable charged more then double for a small rug I agreed to the cleaning upon leaving I noticed on bill I was charged sanitizer placed on bill after I sighned would not pretreat like advertised called and was yelled at by owners then Joey the tech called and yelled at me called BBB my bank to stop payment a val pack to stop advertiserment Very bad barely cleaned wanted to upsell deep clean whatever that means with a rental machine

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ This customer called after tech left about min later and you could hardly understand her, so I proceeded to tell her that once I review the contract I can go over services with her, then she told me not to bother she just wanted to let us know, so I told her when I see tech tomorrow I can review contract and I will call herThen she said fineI was not in the next day due to a family emergency and I called her the following day in the morningThen I see this Revdex.com complaint and I will tell you exactly what we have told her as wellNO WHERE on here receipt does it say she pd extra for pre treatment which would be in the preconditioner boxShe paid for sanitizer and additional dollars for a odor removalShe needed pre conditioner BUT DID NOT PAY FOR THAT SERVICESo there is no refund entitled, if she purchased pre conditioner and there was a problem we would come back to her home to reclean something if neededWe have spoke to her on the phone and she is persistent that she bought pre treatment and we are going by what our receipt and contract sayShe is complaining about a service that she did not receive bc she did not pay for it.Thanks, Professional Clean Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the technician arrived at my home and looked at my carpet, he told me that there were spots that would not come out unless I purchased pre-treatmentAlthough the spots were very minor, I agreed and told the technician that I would pay the addition for the pre-treatmentAt no time during that visit did we discuss sanitizerI would never have agreed to pay for sanitizing because my carpet did not need sanitizingThe Technician is well aware that we discussed pre-treatmentHe clearly marked the receipt to indicate that I had requested sanitizing of square feet at per square foot AFTER I complained that my carpet was still dirtyThe issue here is not simply the issue of the pre-treatment versus sanitizing, the issue is that my carpet is dirty just as it was before the cleaningI called the office after the technician left because he was argumentative and would not listen to the fact that I was telling him (BEFORE he left my house) that my carpet was still dirtyIt is clear to me that this business purposely runs these Ads with no intention of cleaning carpetHow in the world can a legitimate business run an Ad to clean three rooms of carpet up to square feet EACH and then show up with a small portable unit, fill a bucket with water from my kitchen sink and expect to get three rooms of carpet cleanThat's not logical to me and that is why I believe this business knowingly runs this advertising so that they can continually find unsuspecting consumers like me who will purchase the deal only to be left having to pay someone else to clean up their messThe fact that they advertised cleaning up to three rooms square feet each and then show up with a bucket and portable unit says to me that he had no intention of cleaning my carpetAt this point, the issue has moved much further than just a "spot" in the carpetRegardless of whether I Paid for pre-treatment or sanitizer, the fact remains that my carpet is still DIRTY in all the areas that he supposedly cleanedThe company keeps trying to justify their action by saying that I paid for sanitizing because that's what the receipt saysI don't care how the receipt is marked, there was NO discussion about sanitizing which convinces me that the Technician marked it incorrectly so that he would have an excuse for my carpet to still be dirtyI don't have pets, my carpet is not that old and it is certainly not "worn" which was the Technician's excuse for it to still be dirty after his cleaningThis company needs to realize that you cannot run a business and retain customers by cheating and lyingBusinesses are built based on reputation, honest business practices and customer retention (trust)Once again, this is no longer about a "spot" or "sanitizer"My carpet is dirty, it was dirty when the Technician leftI have consistently told this company about the Technician purposely marking the receipt incorrectly and they have continually called me a liar, they have resorted to insults (on the Living Social Website)I want nothing more to do with them because they can't be trusted and I want a refund of the that I paid to have the carpet pre-treatedA refund is the only option that is feasible for meI have never dealt with a company that was willing to lie and deceive in such a manner as thisThis company has yet to speak to the fact that my carpet is dirtyThey continue to focus on the "receipt"Why is there so much focus on the receipt when I have told them repeatedly that my carpet is dirty? The answer is because they have no excuse for the poor work that they do and focusing on the receipt helps them in their effort to make me look as though I'm incompetent and don't know the difference between sanitizing and spot removingI want a refund and I want no other contact with this business Final Business Response / [redacted] (4000, 9, 2015/08/21) */ When you called, after the technician left, you thought the girl on the phone was being rude to you because she told you she needed to look at the contract because you wanted something done right thenYou hung up on herWhen she called you back to see if you still wanted her to contact you after she looked at the contract is when you "changed your mind and said ok." You wrote a bad review and a Revdex.com complaint before we even had a chance to get back to you to let you know how we were going to handle your complaintLess than hours after your original call to usThe girl taking your complaint was out of the office the next day with a sick child and called you Wed morningYour one and only call was Monday after 12pmLike I told you in the other forum this was the path you chose to takeNot usWe would have sent someone out to try and get the spots out or re-clean something if needed, but you didn't even give us time to get back to you before filing a complaintSo what is my motivation to do anything for you? I should come out and make you 100% happy and still have a Revdex.com complaint on MY record? How's that fair? If you would have let us respond and didn't like our response and then filed a Revdex.com complaint I could completely understandBut you didn't place a phone call to us the next day and instead filed a complaintI'll send someone back out to re-clean or try and get the spots out even though I really don't feel I need to, but I'm not refunding $for something you didn't pay forI'm going by what is documented on the contract with two of your signatures

When I had booked customers job I explained to her that the included the heating and air conditioning ventsThen I explained to her that we offer cold air returns as well to get cleaned out and that you get one included with the coupon and any additional $dollars I also proceeded to tell her regarding the furnaceThe coupon states what is included and what is also availableIt states on there as well in the also available "mains, furnace, sanitizer, and any additional cold air returns are priced separatelyI am not sure where the confusion is when the tech comes into home he explains to you your system and when he was explaining to you regarding the cleaning method For the $we do clean inside of your lines but whatever is in your main lines will still be thereHe was also explaining to you regarding the main line that he would hook it up to the main and blow the debris down to the main and whatever was pushed down in the main would get extracted if you are cleaning the main and vents He was informing you of the different ways we clean it if you do the main or not do the mainThe price was for the heat main and the coupon special of cleaning the heating vents NOT just the main.We do not scam our customers EVERYTHING is written on our coupon plus the traveling charge is on there as wellYou could have called us if you were concerned about the traveling charge or any of this when tech was in home or even as soon as he leftBut no phone call has been done yet I am not sure whyWe do not carry cash on us to break change for a customerHe took it out of his own pocket if you were concerned with the cents discrepency you could have called when he was still in the houseI do have the receipt that you were not willing to sign and estimate sheet that is why you did not receive a copy of the receipt bc you would not sign itBut I also do not know where the $price is coming thru, it says $for main lines cold air return (free) and unlimited vents for for the cleaningIf sanitizer was offered that is another optional service that customer could make a decision on at time of service but it is to get odors or kill mold or bacteria issues it is not part of every cleaningI would be happy to send you receipt if needed but a signature is required by customer for her to receive her copyOur coupons do not say free estimates on them we do collect traveling charge for any reason a customer does not want to do serviceAny questions feel free to call us at 330-253- Thanks Melissa Professional Clean

First off the coupon includes a "Bonus Free Cold Air Return" and not free returns plural One free one Secondly we do not wipe off the vent covers That's not a service we even provide We clean the lines themselves We never declined to do the service That's absolutely false! Why would we send out ads to show up at customer's homes to tell them we refuse to do the work? To collect $25? Seriously? He declined to do the service not us I called him right after the technician left and he started telling me his story and I told him he was full of baloney! My technician never said those things because it makes no sense My technician, who's been with us for over years, said the man was upset because we weren't going to clean all the way up to the furnaceWe stop at the main line and the ad says that main lines are priced separately I told him that we didn't decline the service and told him that's just not true and I will send a technician back and we will clean it because we aren't declining to clean anything He said fine when do you want to do it I told him let me put you on hold and see what we have available While I did this the technician called him and asked what he was trying to pull because he knew exactly what he said to him The man got upset at my technician and hung up on himThen he told me he didn't want us back out to his home He was just trying to intimidate and bully my technician and my company because he knows someone at the attorney general's office and kept pushing that point I have to wonder how many complaints he makes on various companies with this technique Either way we never declined to do the service, he did, and my coupon clearly states "$Travel Charge If No Services Performed For Air Duct Cleaning Or Carpet Cleaning"So if he wants to do the $cleaning, that we never declined in the first place, then we'll come and do it If not then I guess he still owes us $ Just as we have to honor everything written on our coupon, so should he We don't come out to people's homes for freeMelissa

I am rejecting this response because:As you can tell by the response this company is unprofessional in its waysThey had this tech call me while I was on hold to reschedule the appointment to upset me further so I would not want the service done and they were successfull After all that was done I was at my wife's work and I got a restricted call from tech where he called me names and told me to tell a bunch of organizations Used the [redacted] and moreI then call the Revdex.com asking for suggestion of what to do about the continuous harassment had it not stopped I would have had the [redacted] police involved This coupon it's a bait and switch scheme that went bad for the company

This customer has never called us regarding the jobShe had water damage issue from an A/C and our coupon clearly states we offer water damage services, and it falls under a different tierWhen we go over services over the phone with people if they do not explain to us they have water damage we would go over prices for a regular cleaningThough we did have a lady call from an office and started to yell at us hours after the cleaning trying to say we did her next door neighbors hours for $and that we overcharged this consumerAnd I tried to explain to this other woman that the other individual did not have water damage and the same problems so she became very rude with me and hung on meI did tell this woman that if you feel as if we took advantage of this woman then she should be the one to approve services for her The lady I spoke to works for this complex areaThe lady of the house who paid never contacted us so I have to wonder if she is the one rally lodging this complaint since she never called the companyAny questions feel free to call us at [redacted] If woman needs us to come back out to reclean at no charge we can do that, but no money is granted as a refund since she had water damageThanks, Melissa B

We offered to come back out and you declined Period! The technician called on his own volition and was not instructed by the company to do so. He called because you lied about what he said and he didn't appreciate it. There's no bait and switch. You declined to do the service you called us out to do. We don't come out for free. I guess the bait and switch is by you the customer. Get us to the house then throw out a bunch of baloney about the attorney general to try and intimidate the technician/company to provide additional services at no charge so you won't call them? Absolutely ridiculous! The $travel charge was sent to collections and we consider this a closed matter. Melissa

Initial Business Response /* (1000, 6, 2015/05/18) */
After seeing this complaint I placed a phone call to the gentleman and asked him what the situation was since he never placed a call to the company. He began to tell me that he sprayed the carpets with something but did not know what it was. ...

I began to tell him that that was the pretreatment! He was upset about us charging for over sized rooms, which is stated on our coupon. And it also states we offer furniture moving as well. plus I told them you should either move furniture before we get there or we offer it for a nominal fee or you can leave everything as is. He was not there in the beginning of the job and he had room that was 392 sq ft. which is considered three rooms with our deal. When he came home he began to tell him that I told him the coupon says Whole house and I told him sir that is not correct the coupon ans I told him up to 4 rooms and a hall every room is considered up to 180 sq ft. So then he dropped one of the rooms and he then began to move more furniture and opening up more space. We were very explicit with our instructions regarding furniture moving. Then my tech also did the 5th room for free which he doesnt mention to you. As I was pointing him out on these things on the phone he decided to hang up on me. We offered to come back out there if he really needs us to plus we would send the same tech out their since he is one of our supervisors. And he has not called us back.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two of my rooms were 11x12 or smaller, both had furniture that wasn't moved which left large areas that were not cleaned both were very minimal cleaning feet of carpet the third room the dining area I moved all the furniture before they arrived, in the living room only two chairs and two couches were lift and were on sliders that a child could have moved. you can't move couches to other rooms and to complain I moved them creating more space was crazy because the first three rooms he cleaned were minimal, and he went around the furniture for even less space in minimal rooms. They brought portable equipment which didn't do a good job and left the carpet soaking wet for days. saying they cleaned a fifth room free is a joke for the amount of space they cleaned. They never said I couldn't move furniture. How was one person going to move furniture other than dragging it and possibly damaging the legs of it? These people quote one price and when they arrive another, the work was very shabby, my carpet is not clean and I will have someone else do it. The reason I reported it is so others don't get burnt like I did. I learned a lesson here to only get a reputable company in to do work and not try to skimp on things. no further action is needed. Again I have learned my lesson.
[redacted] J. [redacted]

I am rejecting this response because:As you can tell by the response this company is unprofessional in its ways. They had this tech call me while I was on hold to reschedule the appointment to upset me further so I would not want the service done and they were successfull.  After  all that was done I was at my wife's work and I got a restricted call from tech where he called me names and told me to tell a bunch of organizations.  Used the [redacted] and more. I then call the Revdex.com asking for suggestion of what to do about the continuous harassment had it not stopped I would have had the [redacted] police involved.  This coupon it's a bait and switch scheme that went bad  for the company.

When I had booked customers job I explained to her that the 39 included the heating and air conditioning vents. Then I explained to her that we offer cold air returns as well to get cleaned out and that you get one included with the coupon and any additional $25 dollars I also proceeded to tell her...

regarding the furnace. The coupon states what is included and what is also available. It states on there as well in the also available "mains, furnace, sanitizer, and any additional cold air returns are priced separately. I am not sure where the confusion is when the tech comes into home he explains to you your system and when he was explaining to you regarding the cleaning method  . For the $39 we do clean inside of your lines but whatever is in your main lines will still be there. He was also explaining to you regarding  the main line that he would hook it up to the main and blow the debris down to the main and whatever was pushed down in the main would get extracted if you are cleaning the main and vents.   He was informing you of the 2 different ways we clean it if you do the main or not do the main. The 189 price was for the heat main and the coupon special of cleaning the heating vents NOT just the main.We do not scam our customers EVERYTHING is written on our coupon plus the traveling charge is on there as well. You could have called us if you were concerned about the traveling charge or any of this when tech was in home or even as soon as he left. But no phone call has been done yet.  I am not sure why. We do not carry cash on us to break change for a customer. He took it out of his own pocket if you were concerned with the 50 cents discrepency you could have called when he was still in the house. I do have the receipt that you were not willing to sign and estimate sheet that is why you did not receive a copy of the receipt bc you would not sign it. But I also do not know where the $513 price is coming thru, it says $389 for 2 main lines 3 cold air return (1 free) and unlimited vents for 39 for the cleaning. If sanitizer was offered that is another optional service that customer could make a decision on at time of service but it is to get odors or kill mold or bacteria issues it is not part of every cleaning. I would be happy to send you receipt if needed but a signature is required by customer for her to receive her copy. Our coupons do not say free estimates on them we do collect traveling charge for any reason a customer does not want to do service. Any questions feel free to call us at 330-253-5040.  Thanks Melissa Professional Clean

Initial Business Response /* (1000, 5, 2015/08/19) */
This customer called after tech left about 30 min later and you could hardly understand her, so I proceeded to tell her that once I review the contract I can go over services with her, then she told me not to bother she just wanted to let us...

know, so I told her when I see tech tomorrow I can review contract and I will call her. Then she said fine. I was not in the next day due to a family emergency and I called her the following day in the morning. Then I see this Revdex.com complaint and I will tell you exactly what we have told her as well. NO WHERE on here receipt does it say she pd extra for pre treatment which would be in the preconditioner box. She paid for sanitizer and additional 40 dollars for a odor removal. She needed pre conditioner BUT DID NOT PAY FOR THAT SERVICE. So there is no refund entitled, if she purchased pre conditioner and there was a problem we would come back to her home to reclean something if needed. We have spoke to her on the phone and she is persistent that she bought pre treatment and we are going by what our receipt and contract say. She is complaining about a service that she did not receive bc she did not pay for it.Thanks, Professional Clean.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the technician arrived at my home and looked at my carpet, he told me that there were spots that would not come out unless I purchased pre-treatment. Although the spots were very minor, I agreed and told the technician that I would pay the addition 40.00 for the pre-treatment. At no time during that visit did we discuss sanitizer. I would never have agreed to pay for sanitizing because my carpet did not need sanitizing. The Technician is well aware that we discussed pre-treatment. He clearly marked the receipt to indicate that I had requested sanitizing of 200 square feet at .20 per square foot AFTER I complained that my carpet was still dirty. The issue here is not simply the issue of the pre-treatment versus sanitizing, the issue is that my carpet is dirty just as it was before the cleaning. I called the office after the technician left because he was argumentative and would not listen to the fact that I was telling him (BEFORE he left my house) that my carpet was still dirty. It is clear to me that this business purposely runs these Ads with no intention of cleaning carpet. How in the world can a legitimate business run an Ad to clean three rooms of carpet up to 200 square feet EACH and then show up with a small portable unit, fill a bucket with water from my kitchen sink and expect to get three rooms of carpet clean. That's not logical to me and that is why I believe this business knowingly runs this false advertising so that they can continually find unsuspecting consumers like me who will purchase the deal only to be left having to pay someone else to clean up their mess. The fact that they advertised cleaning up to three rooms 200 square feet each and then show up with a bucket and portable unit says to me that he had no intention of cleaning my carpet. At this point, the issue has moved much further than just a "spot" in the carpet. Regardless of whether I Paid for pre-treatment or sanitizer, the fact remains that my carpet is still DIRTY in all the areas that he supposedly cleaned. The company keeps trying to justify their action by saying that I paid for sanitizing because that's what the receipt says. I don't care how the receipt is marked, there was NO discussion about sanitizing which convinces me that the Technician marked it incorrectly so that he would have an excuse for my carpet to still be dirty. I don't have pets, my carpet is not that old and it is certainly not "worn" which was the Technician's excuse for it to still be dirty after his cleaning. This company needs to realize that you cannot run a business and retain customers by cheating and lying. Businesses are built based on reputation, honest business practices and customer retention (trust). Once again, this is no longer about a "spot" or "sanitizer". My carpet is dirty, it was dirty when the Technician left. I have consistently told this company about the Technician purposely marking the receipt incorrectly and they have continually called me a liar, they have resorted to insults (on the Living Social Website). I want nothing more to do with them because they can't be trusted and I want a refund of the 40.00 that I paid to have the carpet pre-treated. A refund is the only option that is feasible for me. I have never dealt with a company that was willing to lie and deceive in such a manner as this. This company has yet to speak to the fact that my carpet is dirty. They continue to focus on the "receipt". Why is there so much focus on the receipt when I have told them repeatedly that my carpet is dirty? The answer is because they have no excuse for the poor work that they do and focusing on the receipt helps them in their effort to make me look as though I'm incompetent and don't know the difference between sanitizing and spot removing. I want a 40.00 refund and I want no other contact with this business.
Final Business Response /* (4000, 9, 2015/08/21) */
When you called, after the technician left, you thought the girl on the phone was being rude to you because she told you she needed to look at the contract because you wanted something done right then. You hung up on her. When she called you back to see if you still wanted her to contact you after she looked at the contract is when you "changed your mind and said ok." You wrote a bad review and a Revdex.com complaint before we even had a chance to get back to you to let you know how we were going to handle your complaint. Less than 48 hours after your original call to us. The girl taking your complaint was out of the office the next day with a sick child and called you Wed morning. Your one and only call was Monday after 12pm. Like I told you in the other forum this was the path you chose to take. Not us. We would have sent someone out to try and get the spots out or re-clean something if needed, but you didn't even give us time to get back to you before filing a complaint. So what is my motivation to do anything for you? I should come out and make you 100% happy and still have a Revdex.com complaint on MY record? How's that fair? If you would have let us respond and didn't like our response and then filed a Revdex.com complaint I could completely understand. But you didn't place a phone call to us the next day and instead filed a complaint. I'll send someone back out to re-clean or try and get the spots out even though I really don't feel I need to, but I'm not refunding $40 for something you didn't pay for. I'm going by what is documented on the contract with two of your signatures.

I am rejecting this response because:
Simply this will not be resolved. It's not possible to resolve issues with the way this company responds. They always blame the customer or prospective customers. Then want me to trust they know what they are doing. They may but my trust is at a zero.

This customer has never called us regarding the job. She had water damage issue from an A/C and our coupon clearly states we offer water damage services, and it falls under a different tier. When we go over services over the phone with people if they do not explain to us they have water damage we...

would go over prices for a regular cleaning. Though we did have a lady call from an office and started to yell at us 7 hours after the cleaning trying to say we did her next door neighbors hours for $80 and that we overcharged this consumer. And I tried to explain to this other woman that the other individual did not have water damage and the same problems so she became very rude with me and hung on me. I did tell this woman that if you feel as if we took advantage of this woman then she should be the one to approve services for her .  The lady I spoke to works for this complex area. The lady of the house who paid never contacted us so I have to wonder if she is the one rally lodging this complaint since she never called the company. Any questions feel free to call us at [redacted]. If woman needs us to come back out to reclean at no charge we can do that, but no money is granted as a refund since she had water damage. Thanks, Melissa B.

First off the coupon includes a "Bonus Free Cold Air Return" and not free returns plural.  One free one.  Secondly we do not wipe off the vent covers.  That's not a service we even provide.  We clean the lines themselves.  We never declined to do the service.  That's...

absolutely false!  Why would we send out ads to show up at customer's homes to tell them we refuse to do the work?  To collect $25?  Seriously? He declined to do the service not us.  I called him right after the technician left and he started telling me his story and I told him he was full of baloney!  My technician never said those things because it makes no sense.  My technician, who's been with us for over 15 years, said the man was upset because we weren't going to clean all the way up to the furnace. We stop at the main line and the ad says that main lines are priced separately.  I told him that we didn't decline the service and told him that's just not true and I will send a technician back and we will clean it because we aren't declining to clean anything.  He said fine when do you want to do it.  I told him let me put you on hold and see what we have available.  While I did this the technician called him and asked what he was trying to pull because he knew exactly what he said to him.  The man got upset at my technician and hung up on him. Then he told me he didn't want us back out to his home.  He was just trying to intimidate and bully my technician and my company because he knows someone at the attorney general's office and kept pushing that point.  I have to wonder how many complaints he makes on various companies with this technique.  Either way we never declined to do the service, he did, and my coupon clearly states "$25 Travel Charge If No Services Performed For Air Duct Cleaning Or Carpet Cleaning". So if he wants to do the $39 cleaning, that we never declined in the first place, then we'll come and do it.  If not then I guess he still owes us $25.  Just as we have to honor everything written on our coupon, so should he.  We don't come out to people's homes for free. Melissa