Initial Business Response / [redacted] (1000, 8, 2015/09/21) */ Last cleaned by us 2-8-- very happy with results 4-23-Ms [redacted] scheduled appt 5-19-Cleaned the carpets 5-21-Ms [redacted] called ServiceMaster talked to Deb and said that she is not happy with how the carpet turned out this timeShe did say that Matt told her that it may not clean up very well because of the heavy wear on the carpetHe did go over it three times when he was thereMatt said that he could try to use a bonnet on it but not sure it will do any better 5-21-Deb Called Ms [redacted] and told her we would be there sometime around or after on 5-22-for a reserviceDid mention again that it may not clean up but we will try our best 5-29-Janice called to see if the carpet was better, [redacted] said it lightened a bit but that was it, [redacted] also said she used Dawn dish soap on it and it came better in the area she did, [redacted] also said the wear pattern was still there and when Matt did it years ago, it looked like brand new and now it still looks terrible, [redacted] did not want Matt to come back, she also said she would not hire us again, I listened and apologized, as nothing I said she would listen to, so I quit trying FYI - using Dawn dish soap on carpet is not recommended and will attract dirt - it may look clean when using it but the only way to get that soap out of the carpet is to extract with water - if that wasn't done I am sure its more dirty now then it was before In recap - we pre-warned her before we started cleaning on the first day we were there that the carpet was very dirty and would probably not clean up - we still went back when she called and tried to clean it again for her which it did lighten up a bit according to Ms [redacted] Ms [redacted] comment about Matt "Not being happy to be there on a Friday" I just want you to know that Matt is one of the nicest guys you will ever meet - he never shows frustration and will always have a smile on his face We have done everything we possibly can for the carpet in the age and condition it is in Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) In I decided to have my carpets cleaned and sought a professional company with a good reputationUltimately, I chose ServiceMaster even though they were more expensiveIt should be noted that I was pleased with the workmanship and results of the carpet cleaning provided in and I called and told them so Therefore, when I decided to have my carpets cleaned in 2015, I contacted ServiceMaster and arranged to have them clean my carpets When I saw the results of the cleaning this time, I was extremely disappointed, and indicated that to the cleanerHe said that once it dried it would look much betterI waited a few days for the carpet to dry and when it still looked dirty, I contacted ServiceMaster and filed a complaintI tried to have the manager/owner come out and view the terrible workmanship that was provided, but she refusedHowever, she did agree to send the same worker back to clean the carpets once againI thought that she should send a different worker out as this worker was not able to clean the carpets the first timeShe refused to do so and the same worker came out again, After the carpets were cleaned again, the carpets were just as dirtyIt should be noted that the worker was only here for about minutes and it is not possible to clean these carpets in a professional manner within this period Since the carpets have been supposedly cleaned by ServiceMaster, I continue to get black dirt or some form of crud on the bottom of my feet when I walk around the house in my bare feet or on my socks when I am not wearing my shoesThis never occurred prior to ServiceMaster coming out to my home By its very name, this company is supposed to be providing a professional service to the public and to guarantee customer satisfaction revolving around the services they hired out to performThis company has failed miserably and when you cannot get the owner/manager to care enough to personally review customer complaints, you begin to wonder about this management's ability to provide professional services and customer satisfaction that they pretend to offer Final Business Response / [redacted] (4000, 12, 2015/10/05) */ The condition of this carpet is what we consider a salvage stateIn knowing this, our technician stated to the homeowner before he started cleaning that it may not clean upWith this said Ms [redacted] still had him proceed with the cleaningThe traffic area's of this carpet are beyond soiling level for a routine cleaningCarpet fibers have a memory and after a period of high traffic the fibers will break down and loose their original shape, color and textureCleaning these areas will help to lift the fibers some but because of the memory they will return to the pre cleaned condition Ms [redacted] said that our tech was only there for mins for the re service cleaning - that is not true - he was there for hours from when he pulled in the driveway to when he left Manufacture warranties on carpet recommend carpets be vacuumed frequently and cleaned professionally every 12-monthsIt was over years since the last cleaning In regards to us not coming out to look at the carpet - for someone to come and "look" at the carpet after we cleaned it would not have been beneficial as we have to try cleaning it againOur policy is to re service if for some reason a customer is not satisfiedWhich is what we didIt is not uncommon for carpet that is heavily soiled for the soil deep down in the carpet fibers to work their way to the top of the carpet fibers as it did in this situationEven knowing that the carpet was not going to clean up to Ms [redacted] 's expectations we went back and re serviced the areas again at no chargeMs [redacted] did say it did lighten up some In recap, because of the condition of the carpet when we first arrived at the house, the homeowner was told up front that the carpet may not clean up, knowing this she still had us proceed with the cleaningWe feel that we have done everything in our power to clean these carpets including providing a re service at no additional charge
Initial Business Response /* (1000, 8, 2015/09/21) */
Last cleaned by us 2-8-12 - very happy with results
4-23-15 Ms [redacted] scheduled appt
5-19-15 Cleaned the carpets
5-21-15 Ms [redacted] called ServiceMaster talked to Deb and said that she is not happy with how the carpet turned out this...
time. She did say that Matt told her that it may not clean up very well because of the heavy wear on the carpet. He did go over it three times when he was there. Matt said that he could try to use a bonnet on it but not sure it will do any better.
5-21-15 Deb Called Ms [redacted] and told her we would be there sometime around 3 or after on 5-22-15 for a reservice. Did mention again that it may not clean up but we will try our best.
5-29-15 Janice called to see if the carpet was better, [redacted] said it lightened a bit
but that was it, [redacted] also said she used Dawn dish soap on it and it came better in the area she did, [redacted] also said the wear pattern was still
there and when Matt did it 2 years ago, it looked like brand new and now it still looks terrible, [redacted] did not want Matt to come back, she also
said she would not hire us again, I listened and apologized, as nothing I said she would listen to, so I quit trying.
FYI - using Dawn dish soap on carpet is not recommended and will attract dirt - it may look clean when using it but the only way to get that soap out of the carpet is to extract with water - if that wasn't done I am sure its more dirty now then it was before
In recap - we pre-warned her before we started cleaning on the first day we were there that the carpet was very dirty and would probably not clean up - we still went back when she called and tried to clean it again for her which it did lighten up a bit according to Ms [redacted]
Ms [redacted] comment about Matt "Not being happy to be there on a Friday" I just want you to know that Matt is one of the nicest guys you will ever meet - he never shows frustration and will always have a smile on his face .....
We have done everything we possibly can for the carpet in the age and condition it is in
Initial Consumer Rebuttal /* (3000, 10, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In 2012 I decided to have my carpets cleaned and sought a professional company with a good reputation. Ultimately, I chose ServiceMaster even though they were more expensive. It should be noted that I was pleased with the workmanship and results of the carpet cleaning provided in 2012 and I called and told them so.
Therefore, when I decided to have my carpets cleaned in 2015, I contacted ServiceMaster and arranged to have them clean my carpets.
When I saw the results of the cleaning this time, I was extremely disappointed, and indicated that to the cleaner. He said that once it dried it would look much better. I waited a few days for the carpet to dry and when it still looked dirty, I contacted ServiceMaster and filed a complaint. I tried to have the manager/owner come out and view the terrible workmanship that was provided, but she refused. However, she did agree to send the same worker back to clean the carpets once again. I thought that she should send a different worker out as this worker was not able to clean the carpets the first time. She refused to do so and the same worker came out again,
After the carpets were cleaned again, the carpets were just as dirty. It should be noted that the worker was only here for about 35 minutes and it is not possible to clean these carpets in a professional manner within this period.
Since the carpets have been supposedly cleaned by ServiceMaster, I continue to get black dirt or some form of crud on the bottom of my feet when I walk around the house in my bare feet or on my socks when I am not wearing my shoes. This never occurred prior to ServiceMaster coming out to my home.
By its very name, this company is supposed to be providing a professional service to the public and to guarantee customer satisfaction revolving around the services they hired out to perform. This company has failed miserably and when you cannot get the owner/manager to care enough to personally review customer complaints, you begin to wonder about this management's ability to provide professional services and customer satisfaction that they pretend to offer.
Final Business Response /* (4000, 12, 2015/10/05) */
The condition of this carpet is what we consider a salvage state. In knowing this, our technician stated to the homeowner before he started cleaning that it may not clean up. With this said Ms [redacted] still had him proceed with the cleaning. The traffic area's of this carpet are beyond normal soiling level for a routine cleaning. Carpet fibers have a memory and after a period of high traffic the fibers will break down and loose their original shape, color and texture. Cleaning these areas will help to lift the fibers some but because of the memory they will return to the pre cleaned condition.
Ms [redacted] said that our tech was only there for 35 mins for the re service cleaning - that is not true - he was there for 2.75 hours from when he pulled in the driveway to when he left.
Manufacture warranties on carpet recommend carpets be vacuumed frequently and cleaned professionally every 12-18 months. It was over 3 years since the last cleaning.
In regards to us not coming out to look at the carpet - for someone to come and "look" at the carpet after we cleaned it would not have been beneficial as we have to try cleaning it again. Our policy is to re service if for some reason a customer is not satisfied. Which is what we did. It is not uncommon for carpet that is heavily soiled for the soil deep down in the carpet fibers to work their way to the top of the carpet fibers as it did in this situation. Even knowing that the carpet was not going to clean up to Ms [redacted]'s expectations we went back and re serviced the areas again at no charge. Ms [redacted] did say it did lighten up some.
In recap, because of the condition of the carpet when we first arrived at the house, the homeowner was told up front that the carpet may not clean up, knowing this she still had us proceed with the cleaning. We feel that we have done everything in our power to clean these carpets including providing a re service at no additional charge.
Initial Business Response / [redacted] (1000, 8, 2015/09/21) */ Last cleaned by us 2-8-- very happy with results 4-23-Ms [redacted] scheduled appt 5-19-Cleaned the carpets 5-21-Ms [redacted] called ServiceMaster talked to Deb and said that she is not happy with how the carpet turned out this timeShe did say that Matt told her that it may not clean up very well because of the heavy wear on the carpetHe did go over it three times when he was thereMatt said that he could try to use a bonnet on it but not sure it will do any better 5-21-Deb Called Ms [redacted] and told her we would be there sometime around or after on 5-22-for a reserviceDid mention again that it may not clean up but we will try our best 5-29-Janice called to see if the carpet was better, [redacted] said it lightened a bit but that was it, [redacted] also said she used Dawn dish soap on it and it came better in the area she did, [redacted] also said the wear pattern was still there and when Matt did it years ago, it looked like brand new and now it still looks terrible, [redacted] did not want Matt to come back, she also said she would not hire us again, I listened and apologized, as nothing I said she would listen to, so I quit trying FYI - using Dawn dish soap on carpet is not recommended and will attract dirt - it may look clean when using it but the only way to get that soap out of the carpet is to extract with water - if that wasn't done I am sure its more dirty now then it was before In recap - we pre-warned her before we started cleaning on the first day we were there that the carpet was very dirty and would probably not clean up - we still went back when she called and tried to clean it again for her which it did lighten up a bit according to Ms [redacted] Ms [redacted] comment about Matt "Not being happy to be there on a Friday" I just want you to know that Matt is one of the nicest guys you will ever meet - he never shows frustration and will always have a smile on his face We have done everything we possibly can for the carpet in the age and condition it is in Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) In I decided to have my carpets cleaned and sought a professional company with a good reputationUltimately, I chose ServiceMaster even though they were more expensiveIt should be noted that I was pleased with the workmanship and results of the carpet cleaning provided in and I called and told them so Therefore, when I decided to have my carpets cleaned in 2015, I contacted ServiceMaster and arranged to have them clean my carpets When I saw the results of the cleaning this time, I was extremely disappointed, and indicated that to the cleanerHe said that once it dried it would look much betterI waited a few days for the carpet to dry and when it still looked dirty, I contacted ServiceMaster and filed a complaintI tried to have the manager/owner come out and view the terrible workmanship that was provided, but she refusedHowever, she did agree to send the same worker back to clean the carpets once againI thought that she should send a different worker out as this worker was not able to clean the carpets the first timeShe refused to do so and the same worker came out again, After the carpets were cleaned again, the carpets were just as dirtyIt should be noted that the worker was only here for about minutes and it is not possible to clean these carpets in a professional manner within this period Since the carpets have been supposedly cleaned by ServiceMaster, I continue to get black dirt or some form of crud on the bottom of my feet when I walk around the house in my bare feet or on my socks when I am not wearing my shoesThis never occurred prior to ServiceMaster coming out to my home By its very name, this company is supposed to be providing a professional service to the public and to guarantee customer satisfaction revolving around the services they hired out to performThis company has failed miserably and when you cannot get the owner/manager to care enough to personally review customer complaints, you begin to wonder about this management's ability to provide professional services and customer satisfaction that they pretend to offer Final Business Response / [redacted] (4000, 12, 2015/10/05) */ The condition of this carpet is what we consider a salvage stateIn knowing this, our technician stated to the homeowner before he started cleaning that it may not clean upWith this said Ms [redacted] still had him proceed with the cleaningThe traffic area's of this carpet are beyond soiling level for a routine cleaningCarpet fibers have a memory and after a period of high traffic the fibers will break down and loose their original shape, color and textureCleaning these areas will help to lift the fibers some but because of the memory they will return to the pre cleaned condition Ms [redacted] said that our tech was only there for mins for the re service cleaning - that is not true - he was there for hours from when he pulled in the driveway to when he left Manufacture warranties on carpet recommend carpets be vacuumed frequently and cleaned professionally every 12-monthsIt was over years since the last cleaning In regards to us not coming out to look at the carpet - for someone to come and "look" at the carpet after we cleaned it would not have been beneficial as we have to try cleaning it againOur policy is to re service if for some reason a customer is not satisfiedWhich is what we didIt is not uncommon for carpet that is heavily soiled for the soil deep down in the carpet fibers to work their way to the top of the carpet fibers as it did in this situationEven knowing that the carpet was not going to clean up to Ms [redacted] 's expectations we went back and re serviced the areas again at no chargeMs [redacted] did say it did lighten up some In recap, because of the condition of the carpet when we first arrived at the house, the homeowner was told up front that the carpet may not clean up, knowing this she still had us proceed with the cleaningWe feel that we have done everything in our power to clean these carpets including providing a re service at no additional charge
Initial Business Response /* (1000, 8, 2015/09/21) */
Last cleaned by us 2-8-12 - very happy with results
4-23-15 Ms [redacted] scheduled appt
5-19-15 Cleaned the carpets
5-21-15 Ms [redacted] called ServiceMaster talked to Deb and said that she is not happy with how the carpet turned out this...
time. She did say that Matt told her that it may not clean up very well because of the heavy wear on the carpet. He did go over it three times when he was there. Matt said that he could try to use a bonnet on it but not sure it will do any better.
5-21-15 Deb Called Ms [redacted] and told her we would be there sometime around 3 or after on 5-22-15 for a reservice. Did mention again that it may not clean up but we will try our best.
5-29-15 Janice called to see if the carpet was better, [redacted] said it lightened a bit
but that was it, [redacted] also said she used Dawn dish soap on it and it came better in the area she did, [redacted] also said the wear pattern was still
there and when Matt did it 2 years ago, it looked like brand new and now it still looks terrible, [redacted] did not want Matt to come back, she also
said she would not hire us again, I listened and apologized, as nothing I said she would listen to, so I quit trying.
FYI - using Dawn dish soap on carpet is not recommended and will attract dirt - it may look clean when using it but the only way to get that soap out of the carpet is to extract with water - if that wasn't done I am sure its more dirty now then it was before
In recap - we pre-warned her before we started cleaning on the first day we were there that the carpet was very dirty and would probably not clean up - we still went back when she called and tried to clean it again for her which it did lighten up a bit according to Ms [redacted]
Ms [redacted] comment about Matt "Not being happy to be there on a Friday" I just want you to know that Matt is one of the nicest guys you will ever meet - he never shows frustration and will always have a smile on his face .....
We have done everything we possibly can for the carpet in the age and condition it is in
Initial Consumer Rebuttal /* (3000, 10, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In 2012 I decided to have my carpets cleaned and sought a professional company with a good reputation. Ultimately, I chose ServiceMaster even though they were more expensive. It should be noted that I was pleased with the workmanship and results of the carpet cleaning provided in 2012 and I called and told them so.
Therefore, when I decided to have my carpets cleaned in 2015, I contacted ServiceMaster and arranged to have them clean my carpets.
When I saw the results of the cleaning this time, I was extremely disappointed, and indicated that to the cleaner. He said that once it dried it would look much better. I waited a few days for the carpet to dry and when it still looked dirty, I contacted ServiceMaster and filed a complaint. I tried to have the manager/owner come out and view the terrible workmanship that was provided, but she refused. However, she did agree to send the same worker back to clean the carpets once again. I thought that she should send a different worker out as this worker was not able to clean the carpets the first time. She refused to do so and the same worker came out again,
After the carpets were cleaned again, the carpets were just as dirty. It should be noted that the worker was only here for about 35 minutes and it is not possible to clean these carpets in a professional manner within this period.
Since the carpets have been supposedly cleaned by ServiceMaster, I continue to get black dirt or some form of crud on the bottom of my feet when I walk around the house in my bare feet or on my socks when I am not wearing my shoes. This never occurred prior to ServiceMaster coming out to my home.
By its very name, this company is supposed to be providing a professional service to the public and to guarantee customer satisfaction revolving around the services they hired out to perform. This company has failed miserably and when you cannot get the owner/manager to care enough to personally review customer complaints, you begin to wonder about this management's ability to provide professional services and customer satisfaction that they pretend to offer.
Final Business Response /* (4000, 12, 2015/10/05) */
The condition of this carpet is what we consider a salvage state. In knowing this, our technician stated to the homeowner before he started cleaning that it may not clean up. With this said Ms [redacted] still had him proceed with the cleaning. The traffic area's of this carpet are beyond normal soiling level for a routine cleaning. Carpet fibers have a memory and after a period of high traffic the fibers will break down and loose their original shape, color and texture. Cleaning these areas will help to lift the fibers some but because of the memory they will return to the pre cleaned condition.
Ms [redacted] said that our tech was only there for 35 mins for the re service cleaning - that is not true - he was there for 2.75 hours from when he pulled in the driveway to when he left.
Manufacture warranties on carpet recommend carpets be vacuumed frequently and cleaned professionally every 12-18 months. It was over 3 years since the last cleaning.
In regards to us not coming out to look at the carpet - for someone to come and "look" at the carpet after we cleaned it would not have been beneficial as we have to try cleaning it again. Our policy is to re service if for some reason a customer is not satisfied. Which is what we did. It is not uncommon for carpet that is heavily soiled for the soil deep down in the carpet fibers to work their way to the top of the carpet fibers as it did in this situation. Even knowing that the carpet was not going to clean up to Ms [redacted]'s expectations we went back and re serviced the areas again at no charge. Ms [redacted] did say it did lighten up some.
In recap, because of the condition of the carpet when we first arrived at the house, the homeowner was told up front that the carpet may not clean up, knowing this she still had us proceed with the cleaning. We feel that we have done everything in our power to clean these carpets including providing a re service at no additional charge.