Second II None Carpet Care

Worst experience of my 38 years of existence!!!! My scheduled cleaning was at 5:30pm. I left several messages and finally heard back from [redacted] after 6pm. She explained that they had trouble finding my address (? Weird since GPS works and I have lived here for over 10 years, in addition she stated that she didnt have my number, however I provided it on two messages while trying to make the appointment last week, not to mention that the number their business number is a cellphone that has a call log) After several hours of waiting I asked about some type of resolution for the extreme lateness. [redacted] said it was a deal already even though the same deal was on [redacted] two months ago for $75. She apologized and basically said thats all that she could do. [redacted] who also happened to be the owner arrived around 10pm. When I inquired about using a [redacted] he initially stated that he just needed the barcode. After coming back inside he would only allow me to utilize the [redacted] if he charged me a $60 after hours fee due to their tardiness. I dont understand how a customer could be penalized for the mistake of a company. I asked him how could it just change from walking outside and he said, Because I am the owner and I can do that!!!! (Is that tactic approved by the Revdex.com?) Upset with the horrendous customer service I angrily asked [redacted] to leave. I asked [redacted] did he spray the chemical in my driveway on the floor and he denied that anything was sprayed on my carpet, however his assistant admitted to spraying a compound on my floor yet he refused to extract it. He said its non-toxic! I asked him multiple times to take care of it due to the safety and welfare of my children and pet but he only repeated that I asked him to leave. When I initially asked [redacted] to leave I stated that he would receive a poor rating due to the horrible customer service and he said very boisterously "I have been in business for 10 years, do you think I care about you"! Wonder why [redacted] doesnt care about his customers or maybe its just me the person who patiently waited for 5 hours to be treated extremely poorly! Second II none is last in customer service!!!!!!Desired SettlementServices were not rendered because the owner changed the price after walking to his van! He added an additional $60 for an after hours fee that was due to their tardiness! I was told that he would be there at 5:30 and then around 8. I would like the service to be completed at the cost that he refused to accept which was $76 on [redacted]. My time was of no concern of theirs and I should be compensated in some fashion. Arriving at 10pm after waiting since 5:00pm is not acceptable. In addition, [redacted] (owner) refusal to extract the chemical sprayed on my floor is a serious health concern in my opinion. If he lied about it being sprayed on the carpet how can I be assured that it is a non-toxic substance?Business Response Contact Name and Title: [redacted] OwnerContact Phone: [redacted]Contact Email: [redacted]Customers appointment was with an estimated arrival time of 4:30pm-5:30pm. When Mr. [redacted] called to set up his appointment, we had taken down the wrong address and did not store his phone number which was our mistake. Mr. [redacted] was kind enough to call us later that day, where we explained what had happened and he gave all indications that he was fine with the late arrival and even elated that we would be able to do it the same day at anytime and did not have to reschedule since his kids would not be home till the next day and his furniture was all stacked up. All issues with Mr. [redacted] began when he asked for a discount via text message. When he was told that we could not give him any additional discounts he got extremely agitated. It is our belief that his bringing up the [redacted] coupon to make his payment, was out of pure spite since he had booked his appointment with no [redacted] purchased. We tried to explain that we would gladly accept the [redacted] coupon only if he was willing to pay the $60.00 fee we have for afterhours services, this is when everything blew up. [redacted] coupons are not profitable so there are a list of criteria as to hours, locations and services provided, this is when Mr. [redacted] began raising his voice and asked if the service he was receiving was because of his ethnicity?!? Mr. [redacted] was also very rude, used a lot of profanity and asked us to get out of his house. It is our belief that we went above and beyond to try to service Mr. [redacted]. What other company, regardless of being right or wrong, would be out doing a job at 10:00pm. We did not intentionally plan to do this. We are 100% satisfaction guaranteed company and only provide 100% customer service to all of our clients. Mr.[redacted] has filed complaints, threatened law suits for everything under the sun. If anything we have learned a lesson with this situation, next time life happens, we will reschedule.Consumer Response I'm not sure how someone can say 100% customer satisfaction when through their own fault my information was lost; they arrived a 10pm, not 5:30 or 8pm like I was told. I blame myself for even allowing them to come that late however I had already missed my prior engagement so it only made since to complete the work. I asked for a discount for the inconvenience that was caused by their poor organizational skills, because anyone in business knows that inconveniencing a customer that is patronizing their business to this degree deserves some sort of resolution. I wanted to use the [redacted] for two reasons and none of them had to do with spite! 1. I did not feel comfortable giving my card information over the phone. If they lost my address and telephone number how could I be assured that my information would be protected. 2. They refused to give me a discount however [redacted] was running a special which would have provided a $20 discount. I would have found even that break worth allowing them to render service. However when I asked about it and he stated that he only needed the barcode and changed his mind after walking back from his van I was extremely insulted and felt discriminated against. ("I'm the owner I can do that!" Change the agreed upon price after you are beginning to render services! I find that hardly legal or professional!) I did advise [redacted] about making slanderous statements about me on [redacted] that would result in legal recourse if it had a negative impact on my character as it relates to my public position. I'm not sure if she understands what it means or is being too spiteful to realize that she cannot use hearsay to degrade a person's character. I asked her to edit that portion of the comment with no action taken. I was being amicable and she was being as rigid about that as she was as it relates to a simple discount for their mistake. I have a company coming out next week to test the areas that were sprayed to ensure that the chemical that was not extracted is in fact non-toxic. If it is toxic this will be a different matter altogether because I implored him to remove it before leaving. I do not believe that there is a resolution in this matter because clearly they do not understand the concept of 100% customer service!Final Business Response We just don't understand what Mr. [redacted] is seeking as a resolution. The Revdex.com is not a forum for this type of behavior and this will be our last correspondence. We cannot refund something he never paid. Yes, the customer was never charged, not a penny!If he indeed purchased a [redacted], he can contact them to get his money back. In reference to the toxicity of the chemicals used, we can assure Mr. [redacted] that the products are safer than the animal feces he hired us to clean. The service was not completed because he ordered us out of his house using very colorful language. So, we did as we were told; we picked up our belongings and left the property.Keep in mind we are discussing an issue where the customer has not paid a penny! Mr. [redacted] has slandered us on our [redacted] page and claimed he will go to great lengths to smear our company name. We have several private messages where he uses the language mentioned above. There was nothing wrong or out of place with our response that could have any impact on his character. If he was offended by the ethnicity comment, maybe he should not be so quick to assume everything is race related. Does he even know the ethnic background of the people who were servicing him or did he just resort to race as an excuse for his poor behavior. Mr. [redacted] has been out of place from the beginning; he has been a poor judge of character and assumed they were judging him due to his ethnicity. Who was the one who was yelling profanities on his front lawn, who was the one to assume this had everything to do with ethnicity? He is behaving like a school yard bully! He has been doing everything he can to impact our character, never once realizing we are all minorities working really hard to make our place in life.If the customer would have maintained his composure and allowed the crew to do the job he hired them to do, I am sure he would understand what our company is all about, we are truly Second II None.

The service provided was poor and not to my satisfactionI knew I should not have went with this company when I had to text them to see if we were still on for my appointment, she replied back saying who are you, did we have an appointment, etc. Bad sign! After calling them (no response) to see if they were on the way (they were an hour late) the lady finally answered and stated that due to having to call the sheriff on the previous customer because they would not pay made them late. Once the gentleman arrived he apologized for being late, he asked for his money upfront before the job was completed, which I was hestitate to give him, considering the conversation with the lady. I wanted to see the job first before payment, anyway I did give him the payment. My husband then proceeded to ask him about discount or maybe cleaning a piece of furniture for free due to his lateness, he was not going to do it as first but finally agreed. Needless to say he did a horrible job, all he did was wet my carpets, the stains were still visible as well as the dirt, in one room he did not even clean a spot because it was dry. No, I did not ask for my money back because I did not need him calling the sheriff to my home as well. I them posted a review of their horrible services on their business [redacted] page on 09/12/2015, so other potential customers will know what they were getting into.She responded to the review and we went back and forth for a little while, until I finally thought let me be the bigger person and not respond again, however I received an email from [redacted] on 09/21/2015, I guess she reported the review and had it removed from her page, considering that this is a business customers should be allowed to leave a review as long as it was not threatening, people need to know where not to spend their money. I am reporting the horrible service once again to the Revdex.com in hopes that potential customers will read it. She did offer to come back out and clean it, but I did not want them back in my home, I really just wanted my money back so I could hire true professionals to redo the job that they failed to do, in my opinion Second II None, is Second II Nothing!!! Desired SettlementI would love if this company send me back my money in the amount of $160, however I know that this will not happen. Business Response On Saturday September 12th, 2015, we serviced Mrs. [redacted] Her appointment was with an estimated arrival time of 12:30pm-1:30pm for a 3 room, 1 hallway, a sofa and loveseat cleaning for $159.00. The day of service, we were late and called the customer with more than enough time to inform them of the situation we had with my previous appointment. I should have never shared the reasons for the delay, but we did share that we had to call the authorities for nonpayment with the previous customer, but this had nothing to do with the services provided. For this reason we felt that the review left on our business [redacted] page was inappropriate. The information we shared with Mrs. [redacted]was not a reflection of our service, but a problem that unfortunately happens in our profession. Customers often ask for discounts or try to use coupons (that have clear restrictions) to pay after services have been rendered. We are far from a large business; we are a family owned small business that relies on our reputation. A review is an option given to customers to rate a company's services, not an avenue to disclose information that was given to her or to bring up a situation that she has no first-hand knowledge of. We have proof that the incident was not service related.We allow our customers to communicate with us in any way that is convenient for them. When Mrs. [redacted]contacted us in reference to her complaint, she did not call, texted and/or messaged us through [redacted]. She wrote a one star review, which she has every right to do, but what she cannot do is share any information that does not relate directly to her service. We replied trying to understand why she was upset. Why she felt this way about the carpet cleaning, but had nothing bad to say about our upholstery cleaning and why she felt it was necessary to advise any potential customers of the horrible service we provided? To this day we are still puzzled why she did not express her concerns directly to our carpet professional the day of service, before or after payment, if she felt that the carpets were not cleaned to her standards. Things can be discussed and remedied on the spot, but she chose to do things in a very unprofessional way. Regardless of what Mrs. [redacted]may think, we are a 100% satisfaction guaranteed company and we offered to fix the situation by coming back out to her residence within the 24 hour of service, but she declined. We rendered service and will not reimburse her payment.Consumer Response Thank you for your response As far as speaking on the issue of having the authorities called I was only stating information given to me by the company. Hopefully, your customers would want to pay your company for a job well done. Also whatever the reason given I did not receive a call until I tried to contact the company after [redacted] did not arrive within the time frame agreed upon. Considering that your company is far from a large business and you operate it as family owned, with me being a new customer and could potentially forward you more business, the reasonable thing to do would have been to service the carpets to my satisfaction the FIRST time, you should not have been offering to come back in 24 hours because you did a disservice. This leads me to the reason why you should stop saying that you provide 100% satisfaction service ALL THE TIME, because if that were the case you would not receive bad reviews and then have them removed so only good reviews will be displayed. Again why give customers the option to provide feedback only to have it removed? As a business owner you should understand that every customer is not going to be pleased with your services rendered. Your company may benefit from the ability to receive constructive criticism and apply it in order to do better for the next customer you service. I was already dissatisfied in the beginning due to [redacted] lateness and then to get penalized by having to pay him prior to service being rendered due to the incident with his previous customer was not fair to me. The reason that I did not ask [redacted] not to render service and leave the premises was my family had took one week moving everything out of the three rooms in order for your company to provide a good deep cleaning of the carpets (which was not provided). In order not to escalate things further the gentleman at the residence chose not to ask for the money back, stop all further conversation and send [redacted] on his way. Again considering your company rendered poor service the first time I certainly did not want to provide your company the opportunity the second time, that would have been a waste of my time, your time, my energy and your energy. I made a decision to allow this experience to be a lesson learned and to not use your company for services again. In closing, please don't be puzzled because I provided your company with the WHY I did not express concerns with [redacted] via [redacted] and now via Revdex.com. Your company have the right to view my actions as unprofessional, just like I have the right to my opinion concerning the services you provided. Final Business Response It is our pleasure to respond to all corresponded . . . Let me start by saying, We ARE a 100% satisfaction guarantee company. The lack of communication between your family member, yourself and our company is what has led to this impasse. At the time of the appointment there was no mention/ indication that there was any dissatisfied with the service and when we did receive a message (via [redacted]) we offered to go back and you refused. Your reasoning for the refusal makes no sense, we cannot refund a service merely based on a customer saying it was not done to his/her satisfaction, but you can't come and see what you did wrong. Penalized for paying prior to service?? We don't see it as penalizing our customers, we showed up to do the service didn't we? Whether you pay before or after, the transaction would have taken place and in the event of any dissatisfaction, we would hope, the customer would share their concerns immediately. We stand by our standard of work, we have bent over backwards to try and rectify this issue that you keep claiming, but your lack of cooperation and resistance to letting us go back and see why you are claiming to be so dissatisfied has basically made this a mute subject. We wish you the best of luck and are truly sorry for your dissatisfaction.