Pure Flow Clean

Mrs. *** called me to have her carpets clean; she added that she could only spend $100 for 4 rooms. Even though our price is $60 an area, we decided that we wanted to help her out. Also while talking to her on the phone, she mentioned that they have a small dog that while potty training had a few accidents in the front room and in her daughter's bedroom. However, when I arrived at her home, the home smell strongly like pets and urine - especially her living room and her daughter's bedroom. The carpet was extremely soiled and contaminated. And not only did she have a small dog but 2 other large dogs. I proceeded to darken the rooms to look for urine. I could not darken the living room but Mrs. said the dog had urinated only in a corner; I was able to darken the daughter's bedroom. The urine amount was extreme especially in that room; I showed Mrs. how bad the urine was; she was totally surprised by all the urine throughout the carpet.

At this point I explained the services we have to clean urine contamination and that the least expensive was a topical enzyme treatment at $25 per room. Mrs. said that it was too expensive for her. Once again I offered to help her and said I would discount the topical treatment to only $10 per room. She agreed. I explained to her that urine and pet odor can intensify after adding cleaning due to moisture that activates the bacteria. I told her if there is a strong odor after the cleaning, it would have to be dealt with a more aggressive process.

2 days later, Thursday February 27, Mr. called me and said that the carpet had an odor. I said I would come over and take a look. I did it shortly after the call came. When I arrived, I noticed that they had not only a medium size dog but also 2 other large dogs. I explained to Mr. what I had informed his wife, the day of the cleaning, that when moisture hits pet odor and urine, it activates the bacteria and can cause a mal-odor to exist after the cleaning. I said it is not a problem and would re-clean the carpet. I had to check our calendar for a time to come back. Within an hour of leaving his home, I gave him a call to schedule the cleaning for the next morning. He agreed. He called me that evening to cancel the next day appointment and reschedule for Monday March 2 in the morning.

Today, as I was preparing to go to his home, he called and once again cancel the appointment and said he would get somebody else to clean the carpet. We have done far and above our due diligence with this family. We are willing to return the $140 asap.

In her complaint she says that we were late to our appointment which is not true because, as a service business, we have her a window time. We arrived within that time.