Purofirst of Metropolitan Washington

Review: Purofirst cleaned our carpets following a hurricane where flooding was sustained. During the cleaning, they damaged my antique furniture leaving gouges in the wood -- and failed to inform me prior to leaving. I have reached out to them several times -- by phone to file a complaint (at which point the gentleman informed me that someone would be in touch with me shortly to follow-up), by email to send pictures of the damage per the representative's request, then by email another two times given the lack of response -- to no avail.

The damage to my furniture was done when one of their staff members moved a lamp with a brass base from the shorter vanity to the taller dresser. The lamp must have fallen between the two and subsequently gouged the wood on both sides.

This company damaged my furniture, lied by omission by not telling me prior to leaving, and are now further lying about their culpability. Amends must be made by covering the cost of fixing my antique furniture. This is an extremely poor example to be setting for the hundreds of other residents residing within my condominium complex.

Purofirst did NOT make a good faith and reasonable effort to resolve the issues. Revdex.com needs to *actually* thoroughly review the complaint without discrimination.Desired Settlement: Purofirst must repair the gouges in my antique furniture that their personnel made when moving things around.

Business

Response:

Hi **. [redacted], Below is our response to the letter dated July 18, 2013. I have also included additional thoughts. I am sending this via e-mail in hopes that the attached pictures will be clearer. 1.) We performed the carpet cleaning November 26, 2012. The customer states she contacted this office regarding her furniture March 25, 2013. Why did she wait four months to complain? As a homeowner, if a company completed a carpet cleaning wouldn’t you look closely at that room at the time of completion; not four months later.2.) Why would we need to move a lamp from a shorter table to a taller dresser in order to clean carpets? 3.) The customer claims a $500.00 credit card payment was made as payment in full. This job was called in by the property manager of the [redacted] and the unit owner was not billed nor did she pay for services. 4.) As you enlarge the picture 1 and look closely at it, you can see many scratches in the front of the desk. This picture was taken by our crew at the completion of the job.5.) Looking at the pictures supplied by the unit owner of the desk there are many scratches and gauges under the glass top of the desk and behind the glass cover. Obviously this desk had been damaged previously. Also, in this picture you can see cracks in the wood as well. This would not have been done by dropping a lamp any more then this lamp would have been able to damage the top of the desk which is under the piece of glass.6.) Looking at the line up of the gauges in the last picture it would be impossible for the lamp in question to fall and hit that large of an area. Again, we are sorry that the unit owner believes the damage was caused by our crew but we can’t pay to repair furniture that Purofirst did not damage. Sincerely,[redacted]

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]

Review: [redacted]

I am rejecting this response because:

Review: Purofirst cleaned our carpets following a hurricane where flooding was sustained. During the cleaning, they damaged my antique furniture leaving gouges in the wood -- and failed to inform me prior to leaving. I have reached out to them several times -- by phone to file a complaint (at which point the gentleman informed me that someone would be in touch with me shortly to follow-up), by email to send pictures of the damage per the representative's request, then by email another two times given the lack of response -- to no avail. I have received no response whatsoever.Desired Settlement: I want the damage to my antique furniture to be repaired.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The damage to my furniture was done when one of their staff members moved a lamp with a brass base from the shorter vanity to the taller dresser. The lamp must have fallen between the two and subsequently gouged the wood on both sides.

The company included 2 images with random office furniture, stating that they were included to demonstrate usage of the wand. However, the damage they did was by moving the lamp, not using the wand.

The company did *not* provide a 'before' photo in their response. They state that they 'printed and enclosed that photo for your review.' If there is an actual 'before' photo why did they not attach it to their response along with all the other images? Obviously they would need to include that alleged image *within* their response for *me* to see.

This company damaged my furniture, lied by omission by not telling me prior to leaving, and are now further lying about their culpability. Amends must be made by covering the cost of fixing my antique furniture. This is an extremely poor example to be setting for the hundreds of other residents residing within my condominium complex.