Scenic Mountain View Americas Best Value Inn

Initial Business Response /* (1000, 5, 2016/10/27) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yahoo.com
My company was asked by *** *** to come in and give an estimate for cleaning all the flooring in her home located at *** N *** ***
Warsaw INShe also told us to deal with her realtor *** *** of Remax and that he would be making the decision on what needed to be done
I sent *** a written proposal and quoted all the flooring which included all carpeting, tile & grout, Linoleum and wood floorsI also informed him in the written quote that the carpeting was very dirty and stained and could possibly have some permanent stainingI also stated that the linoleum had yellowing on it that may not be removed during the cleaning processI gave them several options to choose from and they/he picked the realtor packagebut Mr*** told us not to do the hard floors as Mrs*** was going to clean them herself
On Octthe 7th the realtor met us at the home to let us in I again asked him about the hard floors and reiterated my concerns about the huge stains in the upstairs carpeting that we would do the best we couldWe spent hours in the home trying to get it as clean as possible I even put extra products on to try and removed those heavy (unidentified) stains but to no availthe final product we put on them before we left is designed to continue to work on them over a hour period to try and remove the remaining spot
Mr*** called me and asked me why we had not cleaned the hard floors? I explained that we were told several time not to by his realtorhe then told me that they were not happy with the upstairs carpetingThat some of those large yellow stains were still presentI explained that we did all we could think of at the time but not to worry that if there was anything else we could do that we would be happy to come out and give it another tryAnd we were more than happy to come back and do the hard surfacesI just kept being to not tooMr*** asked me if I could come on Friday or Saturday when they were there and I told him absolutely that way we could talk face to face and see what the concerns areI did apologize to him and asked if they had a dog there and he told me no (so stains still unidentified) and I was never told it was a rental by himso everything was set for me to meet them on Saturday
I called there realtor *** *** and asked him if I could get access to the home as I wanted to see the results of the cleaning and see if there was anything else we could try*** then informs me that Mrs*** told him to tell us not to come that she was going to have another company come in and do the work
I immediately sent an email on the 13th to Mr& Mrs*** as I was told they were not in the same state at the time and things were getting confusedI told them that I was a bit confused that we spoke on the phone and that we were going to meet on Saturday and finish the work that was not done and check or possibly redo the carpeting if possibleBut that there realtor was told to tell us to stand down that they were having another company come outI did tell them this seem to be how the confusion started in the first place
After not hearing anything I finally get a response from Mrs*** on the 17th stating that regardless of what floors did not get done they were very dissatisfied and talking about the amount of the quote
After speaking with there realtor Mr*** about the situationI learned that they have not been happy with anyone he has recommendedBased on our conversation I sent an email back and told them that I did not believe the dissatisfied customer bit I stated everything right up front in the quote that there could possibly be permanent stainingBut also that I was more than willing to come back out and see what the problem was and redo the areas to try and get it better
Here is my defense in the matter I have been in business for over years nowI know possible permanent stains when I see itWe were also not given the opportunity to come back out and address any concerns or to even see what the problem if any might have beenthey stated in this complaint that they had Stanley Steamer come out at a third of the cost and were pleased with the resultsIf they did have Stanley Steamer come out and redo the carpet the only part I believe is at a third of the costI know beyond a shadow of a doubt that if we could not get a stain out Stanley Steamer definitely cantRobs Carpet Care has been behind them way to many times
I also spoke to there realtor when I got this complaint and asked if he has seen the home since the said they had it doneHe told me he did not have to let anyone in so he is not sure if they had it redone or not but that it looked the same all the staining was still there
I am not a bit surprised that they have made this complaint but all I can say is they never gave us an opportunity to even look at the so called problem or make it rightAs I told them in the email I just think they are trying to get out of paying the billWe are human and all make mistakes but you have to give me an opportunity to make it right or at least look at it which they never did
God Bless
*** ***
Robs Carpet Care
Initial Consumer Rebuttal /* (3000, 7, 2016/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The e-mail that Mr*** sent to us was not very professionalHe gives all kinds of excuess about why he didn't do what he side in his quoteIf the job was to large for him then he should not have quoted it in the first placeSecond on threaten us with a lean on our home when we never said anything about not paying him was very unchristian in my bookOne should read their bible about casting the first stone at someoneSince we are leaving Warsaw I will tell everyone of my veteran friends to watch Mr*** if they are thinking of using his services