Russell's Quality Carpet & Tile Cleaning

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Yes, Russell emailed me to contact [redacted]. I contacted [redacted], they agreed to issue a credit but they said it takes a week to be posted to my account. I am waiting for the credit to be posted. Thank you very much for your help!

We have never worked on or the day after Thanksgiving. So I find this to be impossible. There is nothing on our books for an appointment for Friday the 28th. If that's a technical error, fine. But everyone here was given the day off as far as I'm concerned. I have spoke with the Secretary, and she...

can't seem to locate any information about Mrs. or her son. I will look further into it, however for the time being, they can refund their coupon through the company they bought it from, or we can offer extra services for free of charge at my time to either one of them. All I can do is apologize and continue to research what happened to the info for this appointment, as it must have been scheduled for all this to occur. Our scheduling software automatically blocks out our days off, so if there was an appointment that day, my guess is that it either got moved, or erased by the system.

I am rejecting this response because: The statement the owner made is inaccurate. I didn't ask the technician to remove any stains. My carpet is in very good condition and mostly needed cleaning in the high traffic area where there is normal wear and dirt. I asked the tech to concentrate cleaning the high traffic area. There was absolutely no stains on my carpets before the cleaning. Additionally in the fine print of the [redacted], it did not specify "pre-spray" is not included. The pre-spray the owner is referring to that the tech did is standard procedure for carpet cleaning (a standard service performed by any carpet cleaner). Unless the standard cleaning by this company is only to use plain water. If this is the case, I didn't see that in the fine print on the [redacted]. If you have a policy that the previous tech has to go back to fix the problem, I understand that. However, it was not explained to me when I called the first time. You only mentioned that in your email response when I emailed you about the tech didn't show up for the Jan 8th appointment. Furthermore, you didn't even have the decency to respond to my second email, voice message, and phone  calls when your tech didn't show up the second time. If you really want to provide good service, you'd have responded to my emails or answered my calls and sent a reliable tech to come out fix the problem. Keep sending a non trust-worthy tech, keep making empty promises to your customers, and keep wasting your customers time waiting for your tech are not good services. You should not be in this business. Not to mention you made false statements to try to make your case or get out of this case and not own your responsibilities. You should come out to see it for yourself and assess before judging or listening to your tech's BS.My husband called yesterday and [redacted] (the person who answered the phone) did tell my husband to get a refund from [redacted]. You should know that [redacted] only issue refund within 7 days of purchase. With that said, we will not be able to get a refund from [redacted]. You should issue us a refund because your company has a hook with [redacted] and you're the one who provided the service and earned the business from your customers. If you really want to resolve this issue, why are you making your customer jump through hoops???You're in bad business and provide bad services overall in my experience and opinion. Additionally, someone or the Revdex.com should investigate you business practices and ethics to protect the consumers. I not trying to take advantage of you or your business. I simply just want you to remove the stains your tech left behind and reimburse us for the time we wasted waiting for the tech twice. Then we can move on. If you really want repeat customers or referring customers, you should look into improving your services and business ethics.

Unfortunately the technician was spoken to, has a different story, and he is not willing to return. Once again, all I can offer is to get a refund.

The technician went to the residence and completed the cleaning. Technician cleaned the carpets, and was requested  to get some stains out, and at no extra charge, be pre sprayed the areas. Ms. [redacted] had a [redacted] coupon that does not include pre spray, so the technician went above and beyond in...

the service provided. Ms. [redacted] called when stains did not come up, and requested another appointment but did not want the same technician that was sent previously, however our policy is that whoever originally services the appointment has to be the one to do the service. At that time, they were told to go ahead and refund their coupon with [redacted].

Review: I purchased a groupon from Russell's Quality Carpet and it was the worst carpet cleaning experience I ever had. The technicians didn't seem to have much experience or want to provide good services. Before he started to pretreat the carpet with the chemical solution, I requested [redacted] (the tech) to concentrate cleaning the high traffic area. His immediate response was "it is a soiled area, there is not much I can do." I didn't appreciate his response. I am a meticulous person and keep my house and carpet very clean. My carpet is not that dirty nor soiled. The tech very quickly applied a thin layer of shampoo, didn't even allow enough time for it to breakdown the dirt before cleaning. The high traffic areas look no different than before the cleaning. He left the carpet supper damp and wet. It took 4 days for the carpet to dry with fans on and windows open all day long. Worst of all, the tech left brown stains throughout the carpet where it used to be perfectly clean and white (I have white carpet). It now has brown spots all around the area that was covered by furniture. I think the stains are from the rusted metal attached to the hose being water down and dripped on to my carpet. The tech also didn't give me a receipt. I had to call their office for it to be emailed to me. Regarding the stains, I called the office and requested they resend the tech to remove. At first, the women who answered the phone was friendly and apologetic. She promised to send a tech on Thursday Jan 8th 12:00-2:00 to cleanup the stains. On Jan 8th, the women called and told me the tech is running late but will be there between 3:00-3:30. THE TECH NEVER SHOWED UP! I tried calling their office but no one pick up because they close at 3:30, so I sent them an email. They responded to my email, apologized, and promised again to send a tech on Wednesday Jan 14th 2:30 to resolve the issue. Again, the tech didn't show up. I called their office from 2:45 through 3:30, left voice mail and subsequently sent an email, no answeredDesired Settlement: I would like the owner to send a trust worthy technician to remove the stains, refund the $59 I paid for the groupon as an reimbursement for the time (two days) we took off from work to wait for the technician who never showed up.I also would like the bureau investigate this business for its business ethics and whether or not they should be granted an "A" grade. There are many similar complaints already filed against this business.

Business

Response:

The technician went to the residence and completed the cleaning. Technician cleaned the carpets, and was requested to get some stains out, and at no extra charge, be pre sprayed the areas. Ms. [redacted] had a [redacted] coupon that does not include pre spray, so the technician went above and beyond in the service provided. Ms. [redacted] called when stains did not come up, and requested another appointment but did not want the same technician that was sent previously, however our policy is that whoever originally services the appointment has to be the one to do the service. At that time, they were told to go ahead and refund their coupon with [redacted].

Consumer

Response:

I am rejecting this response because: The statement the owner made is inaccurate. I didn't ask the technician to remove any stains. My carpet is in very good condition and mostly needed cleaning in the high traffic area where there is normal wear and dirt. I asked the tech to concentrate cleaning the high traffic area. There was absolutely no stains on my carpets before the cleaning. Additionally in the fine print of the [redacted], it did not specify "pre-spray" is not included. The pre-spray the owner is referring to that the tech did is standard procedure for carpet cleaning (a standard service performed by any carpet cleaner). Unless the standard cleaning by this company is only to use plain water. If this is the case, I didn't see that in the fine print on the [redacted]. If you have a policy that the previous tech has to go back to fix the problem, I understand that. However, it was not explained to me when I called the first time. You only mentioned that in your email response when I emailed you about the tech didn't show up for the Jan 8th appointment. Furthermore, you didn't even have the decency to respond to my second email, voice message, and phone calls when your tech didn't show up the second time. If you really want to provide good service, you'd have responded to my emails or answered my calls and sent a reliable tech to come out fix the problem. Keep sending a non trust-worthy tech, keep making empty promises to your customers, and keep wasting your customers time waiting for your tech are not good services. You should not be in this business. Not to mention you made false statements to try to make your case or get out of this case and not own your responsibilities. You should come out to see it for yourself and assess before judging or listening to your tech's BS.My husband called yesterday and [redacted] (the person who answered the phone) did tell my husband to get a refund from [redacted]. You should know that [redacted] only issue refund within 7 days of purchase. With that said, we will not be able to get a refund from [redacted]. You should issue us a refund because your company has a hook with [redacted] and you're the one who provided the service and earned the business from your customers. If you really want to resolve this issue, why are you making your customer jump through hoops???You're in bad business and provide bad services overall in my experience and opinion. Additionally, someone or the Revdex.com should investigate you business practices and ethics to protect the consumers. I not trying to take advantage of you or your business. I simply just want you to remove the stains your tech left behind and reimburse us for the time we wasted waiting for the tech twice. Then we can move on. If you really want repeat customers or referring customers, you should look into improving your services and business ethics.

Business

Response:

Unfortunately the technician was spoken to, has a different story, and he is not willing to return. Once again, all I can offer is to get a refund.

Consumer

Response:

Customer states: I have not received my refund as of yet.

Consumer

Response:

Yes, Russell emailed me to contact [redacted]. I contacted [redacted], they agreed to issue a credit but they said it takes a week to be posted to my account. I am waiting for the credit to be posted.

Review: Provided payment in form of a Groupon and service provider requested additional payment in form of a check. Paid via both.

We purchased a Groupon for this service for an up to 2500 square foot house (our home was 1850 sqft). We scheduled an appointment for 6/27 for standard carpet cleaning, no additional stains, just straight up cleaning that the Groupon covered. For some reason the man who cleaned the house not only accepted and kept our Groupon, but also asked for an additional $150 for payment of services. My husband not understanding that Groupon was a pre-paid service voucher, paid the additional $150. Now we've left numerous messages, and the owner will not return our calls. Desired Settlement: I would like a refund of the $150 paid via check.

Business

Response:

Consumer's Final Response

Was refunded money by [redacted] 7/19/13. Complaint resolved.

Review: Scheduled carpet cleaning for Friday, November 28th at 12:00 pm. My son was moving out of his leased home and needed carpets cleaned so I purchased (it was a [redacted])and scheduled the appointment for him. He wasted precious moving time waiting for them for over 2 hours without a call back from the business even though he left two voice messages. It was after 2:00 pm when I tried to contact them and had to leave another voice message. I requested a call back and to be rescheduled the next day, Saturday November 29th due to my son needing to vacate the house by Sunday November 30th. We've never received a call back, I've already paid for the services and have requested that [redacted] refund me my money (outside it's normal refund policy) due to the circumstances. Then my son had to rent a carpet cleaner and do the carpet cleaning himself on Sunday which added a lot more stress, time, inconvenience and expense on his part for the machine and cleaning solutions. We are hoping that the landlord will be fair on the cleaning deposit but without a professional job he most likely will be docked some. My son asked me didn't you check on YELP there's a lot of bad reviews about this company? I hadn't but when I did I was shocked how often people received such bad service from them which included no shows, no call backs, bad service people and poor quality of service. I hope that you can check YELP to review some of the comments and the return comments from the owner. He was extremely rude. I'm requesting that an investigation is launched on this business and how they treat their customers as well as the quality of their work. It may seem trivial but it wasn't to us. Thank you.Desired Settlement: An investigation on how this company handles their clients which includes training material for the receiptionist/office staff, list of the training and qualifications of the staff who go out to clean the carpets and/or tile for their clients, and a list of maintenance logs for their trucks. I would like copies of this information to be provided to me or a reason why it's not required or an acceptable request.

Business

Response:

We have never worked on or the day after Thanksgiving. So I find this to be impossible. There is nothing on our books for an appointment for Friday the 28th. If that's a technical error, fine. But everyone here was given the day off as far as I'm concerned. I have spoke with the Secretary, and she can't seem to locate any information about Mrs. or her son. I will look further into it, however for the time being, they can refund their coupon through the company they bought it from, or we can offer extra services for free of charge at my time to either one of them. All I can do is apologize and continue to research what happened to the info for this appointment, as it must have been scheduled for all this to occur. Our scheduling software automatically blocks out our days off, so if there was an appointment that day, my guess is that it either got moved, or erased by the system.

Review: they will not call me back to give me my reciept. they didnt show up the day my appointment was.

We had an appointment July 30 to have our carpets cleaned. Our appointment window was between 10-12. By 12:00 no one had shown up. I called the office and she said she would call the tech and get back to me to see where he is. About 20 minutes later I still hadnt heard so I called again, no answer, I left a message. About 10 minutes after that I finally got a call stating that there was a hang up on the first job and the tech was running behind. The receptionist then told me the tech would be at my house in 20 minutes. About 15 minutes later the tech called and said he would be atleast an hour. So bottom line we did not get our carpets cleaned on the day of our appointment. I had missed 2 hours of work between 10 and 12 waiting for him to show up . So the tech came out the next day on July 31 @ 8 am. Got the work done and we asked for a receipt and he said he would email it to us. All that was emailed was a note stating carpets cleaned and treated $99.00. It was not on an invoice or even company letter head. I called the office and sent two emails on August 1st trying to get a real invoice/receipt and was not sucessfull to get through to anyone. I left messages and called about 6 times through out the day. I still have not heard back from anyone. This is the absoult worst service I have every had with a company. Not very professional at all. Desired Settlement: At this point I just want my receipt. I will not use this company or recommend it to anyone.

Business

Response:

Business' Initial Response

We do apologize for the misunderstanding. I do have proof of an invoice being sent out on August 2nd, a day after your request. We would be happy to resend that invoice if needed. We work hard to please our customers to the best of our ability.

Business' Final Response

We do have record of the invoice we sent out on August 2nd to [redacted] with our business letter head, much different than the one she described. There unfortunately was an issue with the truck that day but we made it out to her house as soon as possible to do the cleaning. I do not see any e-mails from her that were not responded to and we do are very best to return any missed calls.

Review: Lack of service on 2 separate dates. Money not returned upon agreement to do so.

I purchased a treatment through an online coupon for $59 to treat 2 rooms. Scheduled appointment w/company on 4/9/2013 and they did not come until 1 hour after proposed scheduled time. When the technician came out to clean carpets of 2 rooms (far less square footage than online deal promoted) he charged an extra $50 for "special treatment" (pet odor) - and guaranteed the result. The tech spent less than 20 minutes on the whole process. The odor remained, I contacted the company, and the owner said he would come back for a "re-treatment" free of charge. When the tech showed up for the retreatment appointment he said he was "unaware" and was not told of a retreatment and could not provide the service as he needed to charge us the full amount ("since he has his own business and is just helping his cousin out"). He left without providing any service. I contacted the company again, spoke with Raneesha (not sure of spelling) and she agreed to refund my $50 but also said to contact the online company to make see if I could get my money back. This I was unable to do, but Russell Carpet cashed the ADDITIONAL $50 check when they said they would not. I have been unable to get an answer from them since. The problem still remains in my carpet. Desired Settlement: Refund of $50 check for "guaranteed" service (not rendered) and $59 for coupon paid for for initial service that was delivered poorly and unprofessionally.

Business

Response:

Business' Initial Response

I will be sending a 50$ refund check as desired by the customer.

Review: I purchased a Living Social voucher for carpet cleaning. They tried cross-selling additional things, but I told them I only wanted what the voucher covered. The Technician asked for additional fees and seemed annoyed with the fact that I paid using a voucher. I called their office while the Technician was still in my home asking for additional fees and was told not to worry about and she would call him and take care of it and call me right back. She didn't call me and the guy wouldnt leave until I paid him the additional amount and the office "conveniently" stopped answering my calls and deposited the check!! I called numerous times and left several messages and they never called me back.Desired Settlement: Full-refund

Business

Response:

A 75$ check has been sent.

Consumer

Response:

I am rejecting this response because: This response from the business is truly ridiculous. Living Social contacted me last week stating they are still trying to resolve the issue and hope the business will refund me my $75. They did give me a credit for all the hassel I have had to put up with, but they stated they hope they can get through to the business and they refund me my $75. I called this business over 15 times and have been hung up on twice!! He lied to Living Social twice and told them he gave me a refund when he never did. I spoke with the owner personally who stated he would not give me a refund and to contact "whomever I wanted and hung up on me." This business HAS NOT given me a refund. They continuously lie and the owner initially stated he fired a receptionist and technician due to this issue and would give me a refund. This is hard to believe considering after I read former complaints with Revdex.com he told a different client the same thing. Living Social gave me a credit for the hassel I have had to put up with since I purchased this from their website. This business HOWEVER refuses to refund me.

Business

Response:

According to the LivingSocial merchant center website, they have refunded [redacted] a full $99. We had agreed upon a $75 refund before we were aware that LivingSocial had already refunded her. We cannot refund her another $75 since the service WAS provided and there was no damage. [redacted]'s reason for requesting a refund was simply because she felt she was overcharged $75 for additional services that she had done. She has now received a refund that exceeds the $75 she requested. We are sorry she feels her phone calls were ignored but we have no record of this.