SERVPRO of Desoto, Tate & Tunica Counties

Servpro of Desoto, tate & Tunica counties3480 highway 51 southP.O. Box 873Hernando,Ms. 38632 On 8/16/14 this co. picked up 6 Rugs from my house to be cleaned. when they were brought back to me, the largest one had large discolored spots in the blue field. I had them take it back to see if they could correct this problem. When it came back again, the spots were still there. I sent it back again, and just received a letter from a Miss [redacted] that says, " That I said that the rug was not clean enough. I never said that, I addressed only the new spots. They need to replace the rug It left my house, with only a small amount of dried dirt on it and came back with discolored spots all over it. [redacted] Rd.Hernando, Miss. XXXXX My phone # is XXX-XXX-XXXX Please contact me if you need further info.Business Response Contact Name and Title:[redacted] Off mgrContact Phone: [redacted]Contact Email: [email protected] were dispatched to the customer's house to pick up his rugs by his insurance adjuster. We cleaned the rugs and returned them. He had an issue with one of the rugs, so we brought it back to our shop and cleaned it again. The customer was still unhappy with the rug so we brought it back to our shop and called his insurance adjuster and explained what was happening. His insurance adjuster assured us that he would take care of it. His adjuster came out to our shop last week and inspected the rug and stated that he could not see where our cleaning process would cause the spots on the rug that the customer was upset about. We asked the adjuster if we needed to remove the cost of cleaning the rug from our invoice and he said no, that he would pay for our attempts to get it clean. He also asked us to store the rug in our shop until he could decide what he was going to do with it. As far as Servpro is concerned this is a matter between the customer and the insurance company.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The rug left my house with no spots.Final Business Response The customer's rug was picked up and brought back to our warehouse to clean because it got dirty from other contractors repeatedly walking on it. There were faint brown and yellowish spots in the blue field of color before we began cleaning the rug. We have before pictures that depict this, however most spots are so faint that you have to be right up on the rug to even see them. The customer is claiming there were discolored spots in the blue field that were not there when we picked the rug up. This is clearly not the case. The customer's statements are contradictory. On the initial complaint, he stated there was dried dirt on the rug, then on 10/28/14, he said there were no spots on the rug.The explanation is clear, these spots were pre-existing and were not caused by our cleaning process. If a rug had been discolored due to cleaning, bleeding or bleaching of the color would be present. I have included examples from the internet of bleeding and bleaching of color on rugs. Neither issues are the case with the customer's rug in question. The insurance adjuster has relayed to our office that the rug will be replaced under the insurance claim. I am not sure how we are to correct a situation, when we did not cause it and insurance has already taken care of the customer's concerns. I would appreciate the Revdex.com marking this complaint "closed" as we have gone above and beyond to clean the customer's rug on three separate occasions. We even offered to remove the charge from the bill and the insurance adjuster said he would pay us for one attempt to clean the rug. As far as we are concerned this matter is closed and this is our final response.Owner