Rehab People

Initial Business Response /* (1000, 12, 2015/10/02) */
Contact Name and Title: *** ***, Partner
Contact Phone: XXX-XX-XXXX
Contact Email: ***@coxinet.net
On 07/31/2015, our office received a phone called from the *** ***, wanting an
Estimate on cleaning carpet in her home, at
that time an appointment was set with our estimator for August 4, between 1:and 1:30pm to estimate the carpets in the home Our Estimator met with the homeowner and measure out the rooms and also indicate will apply pet odor treatment to the effective areas due to previous home owner had a pets, according to *** ***
The job was schedule for 08/05/@ 12:30pm
On August 6, spoke with *** *** to do a quality control check on the carpet cleaning and was told they did a great job, but had a concern about a few spots, that did not come up
These steps were taken to clean the carpet professionally
Heavy duty vacuuming:, A high speed, commercial vacuum was performed to maximum dry soil
Removal
Preconditioning: Apply (Traffic lane) remover to loosen up soil that will come out, and then remove any spots that have not become a stain
Steaming Cleaning: Which entails the truck mount unit unit which is industry standard, which come in a 600psi lbs of water pressure and extractionAfter the cleaning process we apply a rinse to remove any residue
On Saturday morning, 08/08/the on call technician received a phone call from *** *** saying she had some concerns about some of the carpet Immediately the on call technician notify his supervisor and his supervisor wanted to meet with technician and customer at the residence and at that time the customer concern was address To redo the carpet in the homeFor the 2nd time
This is the first I have heard of the comment that the Gold carpet turned Brown, in my years of experience I have never ran across this, It was not a different color upon the 2nd tripI never told the customer the carpet was ruined, that is very un-professional We re-cleaned the entire carpet that
were original agree upon and treated the spots she has concern with If the carpet has spot, it will come up and if it has a stain it will not come upSince *** *** stating SPI is a rip-off company, a rip-off company will not come back out to redo anything especially on a Saturday; all SPI tries to do is the right things and are our top priority is our customers without our customers, we would not have been here for years
The statement by the husband is mis leading; we did offer to come back out as a 3rd time to look at the area they said were still dirty but was told by the husband he has already contacted another carpet cleaning company and to take up the collection with his attorney
Initial Consumer Rebuttal /* (3000, 14, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company SPI or whatever their name is (it appears this company goes by several different names which is telling in itself) was required to respond to this Revdex.com complaint by several specified dates and they did not complyWhen they finally did they claimed they had been out of town for over a monthThis alone speaks volumes about your company, your responsiveness, your integrity, and your fallacious claims in your responseIt seems a little far fetched that no one in your company was available for over a month to comply with the Revdex.com's requirements in a timely mannerEven in your response you give an erroneous phone number
The bottom line is you sent an estimator to come out and look at our carpetShe spoke highly of the carpet and made no note of spots, stains, or traffic wearWe have a copy of this estimate as proof.The two carpet technicians you sent out commented on how nice the carpet was and made no comment of spots, stains, or traffic wearWe also have a copy of this receiptIn fact, the technicians stated the company typically just cleans very short commercial carpet and that normally when they clean carpet as thick as ours they would need to use a shampooer or scrubber, but our carpet was so nice and clean, they would not need to use it
As a matter of fact,we were told by the previous owner that the carpet had recently been cleanedDue to my child's allergies and the high cost of movers we wanted to ensure the carpet had in fact been cleaned prior to moving any furniture inErgo, the hiring of your companyIt turns out that another professional carpet cleaning company had, in fact, cleaned the carpet shortly before it was put on the marketWe contacted the company and they had noted how nice the carpet was and there was no note of spots, stains, or traffic wear before or after their cleaningNo one lived in the home after the carpet was cleanedIt was also looked at by a local well known carpet retailer, who commented on how nice the carpet was
For your understanding, the carpet is Karastan nylon and is very high quality and very expensiveThis ordeal involving your company has caused my family undue stress and mental anguishDue to your ruining our carpet we were not able to move inWe were not prepared to replace the expensive carpet, which incidentally, cannot be matchedThe expensive replacement of the carpet alone will be thousands of dollarsAdd this to thousands of dollars more for mortgage and utility costs and you get a very unhappy customerWe still are unable to move in until this is resolvedHad your company performed their due diligence we would never have been placed in this positionYour company caused us to be in this situation! The supervisor who came out to clean the areas due to your negligence was an extremely large man and very intimidatingHe continuously argued with me throughout his time at my homeBullying appears to be your credoWe checked your company's reviews after the cleaning and they had dismal ratings across the board on well known company for hire websitesWe had checked website's on business ratings on your company prior to hiring you but could find noneObviously, we would never have hired you for any kind of work had we known previously what your ratings areIt is easy enough for anyone to look at the company for hire websites to locate thisThere seems to be a pattern during the summer months of of very poor service by this companyWe reached out to the company to resolve this and got no responseThis must be a practice typical of their companyThe supervisor who only attempted to reclean one small area gave upThere was never a 2nd cleaning of the whole house, or any attempt to do soMy husband responded in kind to both the supervisor and the woman trying to collect money
The company will need to replace or repair this very expensive Karastan carpet with the sameIn addition, they need to pay for all costs we have accrued pertaining to their negligence
Final Business Response /* (4000, 16, 2015/10/28) */
We are responding to the case# XXXXXXXX
Service Professionals, Inc is also known as SPI, for the last years in Oklahoma City, OK We have comply with the Revdex.com for responding to a complaint.Again we don't; know where the customer is getting his info from stating that we didn't respond You stated that we were out of the office for a month, Unfortunley you have contacted our office XXX-XXX-XXXX during the hours of operations and closing our phone line is answered 24/You also contacted our office on a Saturday morning and we responded by phone and in Person We never guarantee carpet cleaning can look like new carpet; we give it our best effort and try to please our customers The carpet was not new and it had signs of wear in the traffic area from the previous homeowner, this info was given to customer from the estimator and the Owner at both meetingPer the homeowner the carpets were cleaned month prior to our estimator meeting with them We are a certified carpet cleaning company in which we clean residential and commercial carpets for over years and we use the state of the art equipment
Our Supervisor was there on 08/08/to address some concerns the customer had about the carpet, once again no visble spots, so the supervisor (which is one of the owners) made a decision to clean the carpet again for the 2nd time On Monday, 08/10/we were notified of stop payment being issue on the checkYou call our company a rip off; Just to inform you a rip off company does not come back a 2nd time or does not response to the Revdex.com Complaint We felt that we were being taken advantage of because we have not been paid for the services that were rendering on 08/05/
% of people we can please and % are never pleased
The customer had told the supervisor they wanted wood floors in the dining room if it didn't clean up to their satisfaction, at that time she was inform of the wear of the high traffic areas After the 2nd cleaning the supervisor informs the customer that SPI have done the best they can do
At no way do we feel we were negligent