Complaint: [redacted] I am rejecting this response because: I contacted living social like you requested but they stated you marked it usedPlease get in contact with them and let them know NOT used so they can give me a store credit for amount paid with themThank you Regards, [redacted]
Good morning...thank you for your feed back as I read this Monday morning I see your service was Sat 12/Im not concerned about the time as much as I am about you not being satisfied with your cleaning ...The Mgr you spoke with was correct to ask for hrs as the carpet does ligten and we cant reclean with them still being damp ...I see you called within minutes of us leaving ...just so your under no impression you never spoke with [redacted] as he was not here Sat ...we also see you filed this complaint before hours as well ...now that it is Monday morning and hours has passed please call us within a reasonable amount of time Tues or Wed as we need to return before Fridayif we do not hear back ill assume the carpet lightened and your satisfied ...Thank you
Complaint: [redacted] I am rejecting this response because:Like I've been saying the room was not cleanedIt was completely dry I will not waste one more minute on this god awful lying company Regardless of what's on the invoice I paid your guys $to clean a third roomI don't care about the third room I know and the guy knows I paid him cash I'm done with you all Regards, [redacted] ***
The Livingsocial coupon is for two rooms steam cleaned with truck mounted equipmentYour apartment is to far away we can not reachIt would need to be steamed with a portable machineThat is extra to steam with a portableYou can contact Livingsocial we did not steam your carpet so livingsocial will give you your money back
Complaint: [redacted] I am rejecting this response because: you left before 5:and I have proof of that; I also had to pay the rental company a cleaning fee to clean up what you did not clean - they had to clean all the window sills; they had to clean the shower and the burners on the stove This was NOT a hoarder house as you suggest The tiles in the shower came clean when they were finished I did not get a Level cleaning that you had promised I guess this situation will never get resolved I wish I had gone to [redacted] before I called you because there are very few people that were satisfied with your work I will NOT be recommending your company Also, the fact that you charge my credit card extra times that I did not authorize is fraud and I have notified my bank that I did not authorize those extra charges [redacted]
I have attached the copy where we cleaned two roomsThe invoice is singed there is nothing about three rooms the tech said he cleaned the two rooms for you
Complaint: [redacted] I am rejecting this response because: Thanks for finally responding & I agree that the time to resolve the issue is immediately or within reasonThat is why I called the same day the job was completed, again, because this was the only available day I had to resolve it Your business voice mail does not indicate that someone would call back the NEXT BUSINESS DAYIn fact, it states that if you need immediate assistance, please leave a message so I did Again, I don't want to harp on this however it's a HUGE issue that you have yet to address and that is:Even on the Monday following, THE BUSINESS NEVER CALLED USWE had to call back AGAIN to attempt to find a resolutionYour statment leaves me wondering if I had not taken the initiative & called back again that Monday, would your company contacted me? And can you honestly say that expectation is REASONABLE? It's not my fault that the floors NEED to be fixedA simple steam clean to the tile and grout should not have left the floors in the state they are now inI agree they do not appear permanently damaged, however if you review your pictures, the stains left behind are not clear in color, they are chalky in some areas and SUPER shiny in other patches, indicating that there was some sort of glossy coat that must have been applied or leaked somewhereIf ***'s pictures do not show this, I took plenty of pictures as well the same night and would be happy to send those to youAt this point I am asking for a refund of an amount you feel is REASONABLEPlease note that simply because you state you are offering "resolution", you are not allowing any options for meYou only want me to agree to have your guys come and the floorsI simply CANNOT agree to that Regards, [redacted]
Thank you for your feed-back however Ive found the following ...your service on 4/at am to 5:pm was compleated ..inspected and singed for that same dayonly at a later date did you with out notice not pay for your service ...and not allow anyone to come look at what you were claiming ...we are always here to help providing cleaning services however its difficult when you recieve a service approve the service then not want to pay for the service I did listen to the phone calls to our office and find all of my respoces supported ...Thanks again for your feed-back...I did attach a copy of your invoice stating the issues with the home...Thanks again
You paid for a two room Livingsocial coupon ( Not a Groupon ) to get carpets cleanedWe cleaned two rooms for you deep steam clean with NO pet treatmentWe got a call from you four hours after job was doneYou never paid for an extra room just for the livingsocial for two rooms only
Complaint: ***
I am rejecting this response becauseI called times to their business and left messages on their machine I wanted to reschedule Finally a man called me back this was approx ten days before my appointment and told me no problem! He rescheduled my appointment to the following Saturday at am This appears to be a scam on the part of the business owner here I want a refund I will put negative reviews on Yelp and everywhere I can find to warn others about ya ll This is not right You told me it was fine to reschedule or I would have kept the original appointment I am not a liar I am a year old working woman new to Austin that wold have been a repeat customer.I was not a no show Why don't you believe me?dont you keep outgoing call logs and messages?? very unprofessional.you are scamming Austin customers.shame on you!!!
Regards,
*** ***
We are not here to scam youWe went to your house April 23rd at 9am to do the job, We needed a hour notice in our system to reschedule jobWe did not get a hour noticeOur system canceled grouponI am sorry this happened to youI f you would like a refund just contact groupon and when they call me I will tell them we did not preform job for youGroupon will give you your money backAgain I am sorry
Complaint: ***
I am rejecting this response because: No one tried to contact meYou showed up minutes late then tried to get the tech to charge me $more dollars to clean my apartmentYou can either set up a time to clean my apartment for the price promised OR you tell living social to reimburse the $back onto original paymentIts unacceptable that you first show up on the wrong day, and then do not even bother to contact, and I had TOLD the guy the first time I was on the 3rd floorAlso, I had my phone on next to me and I had tried to reach out to you but only got VM - no one attempted to contact me at allI have left you guys negative reviews on Yelp and Google on top of this Revdex.com this is unbelievably terrible service and business practicesI will only accept cleaning of my carpets as per the groupon or the full reimbursementLet me know what you are going to do
Regards,
*** ***
Hello we offered to come back because in your first complaint you stated we didnt offer but you are correct as we explained re- cleaning will not restore the poures grout back to its original color as it is stained in the high traffic areas as explained ..tile and grout is just like anything else if properly maintained it will look great with a deep steam clean however if not you might get staining in your grout lines but you can restore that issue with a color seal ...as far as addressing your warranty and honest points please read the the warranty statement again as it clearly states for color seal customers you did not purchase a color seal so any maintenace and or warranty would not apply to your floor you purchased a clear seal witch we do not give a free life time warranty this is only for color sealed floors only and in those cases we provide or recommed a non acidic cleaner to prolong the life of the floor...please just let us know if you have any questions or need anything else to be more further explaining ...Thanks again
Thank you for your response the fact is you were not charged for anything you did not auth inspect and sign forIm more than happy to forward before and after pic to you ...Im not surprised there were issues as we explained we can do the best we can but this is a hoarder house and as your invoice states everything needed re-caulked ...carpets needed replacing and walls and baseboards had some staining again Im more than happy to forward the before and after picsyou paid $for a cleaning service am to 5:pm and we did not leave until you did a walk thru and was satisfied with the service ...only to try to not pay later without even calling us,,, ...we are always here to help but need both parties to be honest and if there was an issue ofcourse we would jump to fixagain thank you for your time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Your man did not come to my house. He called me the morning of the 23rd and I told him I had already rescheduled it for the 30th the week before. He never came to me. He said oh okay no problem. You are not accurate in your facts. I will contact Groupon and request a refund
Regards,
*** ***
Complaint:
***
I am rejecting this response because: First of all I called exactly hours not I have it on my call logThe second room was completely dry it had not been steamed. I paid the guy $in cash to clean the third roomHow do you think the $service fee was paid?? He took it out of the $and cleaned the third room and kept the changeMaybe you should be thinking about how honest your employees are??? I've had my carpets cleaned plenty of timesI know when they have/have not been cleanedThe second room WAS NOT cleaned! You are correct about one thingI used living social not groupon
Regards,
*** ***
Hi thank you for your concerns as discussed earlier the tiles will always look great after cleaning as they are a non pourus surface the issue will always be the grout as it is very pourus and depends on how well its been maintained over time (sealed) as discussed earlier you wanted a clear
seal on your grout ...this helps for future issues ( spills) but will not make your floor look uniformed if you have staaining in your high traffic lanes in your groutI apologize for any confusion as we did offer times ( listen to our calls ) to return to reclean we also explained you need color seal not the clear seal you ordered and even offer to return and apply the dollors you paid for the clear seal towards a color seal if you would like at no charge to strip up the old seal ...again we are more than happy to reclean any areas on your floor ( wia reasonable amount of time) ...just give us a call thanks again and please let me know if you have any questions
Hi Thanks for your response all I have to go on is the to reply the phone calls involved ....your service was Sat we were not in the office on Sun spoke with you on Mon offered to return that same day ( Mon ) for any issues ...your first aval time was Wed ay pm ...you had your tile and grout steam cleaned and a clear water base clear seal for your groutif you had any water spots or excess seal out side the grout lines this would be the time to resolve this issue ...never an option from the beginning the only resolve was 80% refund ...your floor is not damaged and we are here and trying to help with in reason ...again thank you for your response
Complaint: [redacted]
I am rejecting this response because:The business owner is not offering any concrete resolution to the problem. Stating over and over again that they offer to return (only to get the same result) will not help anybody. If the business owner is not willing to refund part of the money I spent with the expectation I'd get the grout way cleaner than they delivered, then I don't want to continue on this back and forth messaging and I'd like my complaint to stand as unresolved so others can be aware of what happened to me and make an educated decision before hiring them.
Regards,
[redacted]
Hello and Thank you for your review. In the fine print in the groupon it has in there Steam It need a 24 hour notice for a groupon. In our system It says we had no 24 hour notice from you. We have no notes saying you talk to anyone about changing your appointment. I am sorry your groupon was...
canceled it is out of my hands if we do not have a 24 hour notice.
Complaint: [redacted] I am rejecting this response because: I contacted living social like you requested but they stated you marked it usedPlease get in contact with them and let them know NOT used so they can give me a store credit for amount paid with themThank you Regards, [redacted]
Good morning...thank you for your feed back as I read this Monday morning I see your service was Sat 12/Im not concerned about the time as much as I am about you not being satisfied with your cleaning ...The Mgr you spoke with was correct to ask for hrs as the carpet does ligten and we cant reclean with them still being damp ...I see you called within minutes of us leaving ...just so your under no impression you never spoke with [redacted] as he was not here Sat ...we also see you filed this complaint before hours as well ...now that it is Monday morning and hours has passed please call us within a reasonable amount of time Tues or Wed as we need to return before Fridayif we do not hear back ill assume the carpet lightened and your satisfied ...Thank you
Complaint: [redacted] I am rejecting this response because:Like I've been saying the room was not cleanedIt was completely dry I will not waste one more minute on this god awful lying company Regardless of what's on the invoice I paid your guys $to clean a third roomI don't care about the third room I know and the guy knows I paid him cash I'm done with you all Regards, [redacted] ***
The Livingsocial coupon is for two rooms steam cleaned with truck mounted equipmentYour apartment is to far away we can not reachIt would need to be steamed with a portable machineThat is extra to steam with a portableYou can contact Livingsocial we did not steam your carpet so livingsocial will give you your money back
Complaint: [redacted] I am rejecting this response because: you left before 5:and I have proof of that; I also had to pay the rental company a cleaning fee to clean up what you did not clean - they had to clean all the window sills; they had to clean the shower and the burners on the stove This was NOT a hoarder house as you suggest The tiles in the shower came clean when they were finished I did not get a Level cleaning that you had promised I guess this situation will never get resolved I wish I had gone to [redacted] before I called you because there are very few people that were satisfied with your work I will NOT be recommending your company Also, the fact that you charge my credit card extra times that I did not authorize is fraud and I have notified my bank that I did not authorize those extra charges [redacted]
I have attached the copy where we cleaned two roomsThe invoice is singed there is nothing about three rooms the tech said he cleaned the two rooms for you
Complaint: [redacted] I am rejecting this response because: Thanks for finally responding & I agree that the time to resolve the issue is immediately or within reasonThat is why I called the same day the job was completed, again, because this was the only available day I had to resolve it Your business voice mail does not indicate that someone would call back the NEXT BUSINESS DAYIn fact, it states that if you need immediate assistance, please leave a message so I did Again, I don't want to harp on this however it's a HUGE issue that you have yet to address and that is:Even on the Monday following, THE BUSINESS NEVER CALLED USWE had to call back AGAIN to attempt to find a resolutionYour statment leaves me wondering if I had not taken the initiative & called back again that Monday, would your company contacted me? And can you honestly say that expectation is REASONABLE? It's not my fault that the floors NEED to be fixedA simple steam clean to the tile and grout should not have left the floors in the state they are now inI agree they do not appear permanently damaged, however if you review your pictures, the stains left behind are not clear in color, they are chalky in some areas and SUPER shiny in other patches, indicating that there was some sort of glossy coat that must have been applied or leaked somewhereIf ***'s pictures do not show this, I took plenty of pictures as well the same night and would be happy to send those to youAt this point I am asking for a refund of an amount you feel is REASONABLEPlease note that simply because you state you are offering "resolution", you are not allowing any options for meYou only want me to agree to have your guys come and the floorsI simply CANNOT agree to that Regards, [redacted]
Thank you for your feed-back however Ive found the following ...your service on 4/at am to 5:pm was compleated ..inspected and singed for that same dayonly at a later date did you with out notice not pay for your service ...and not allow anyone to come look at what you were claiming ...we are always here to help providing cleaning services however its difficult when you recieve a service approve the service then not want to pay for the service I did listen to the phone calls to our office and find all of my respoces supported ...Thanks again for your feed-back...I did attach a copy of your invoice stating the issues with the home...Thanks again
You paid for a two room Livingsocial coupon ( Not a Groupon ) to get carpets cleanedWe cleaned two rooms for you deep steam clean with NO pet treatmentWe got a call from you four hours after job was doneYou never paid for an extra room just for the livingsocial for two rooms only
Complaint: ***
I am rejecting this response becauseI called times to their business and left messages on their machine I wanted to reschedule Finally a man called me back this was approx ten days before my appointment and told me no problem! He rescheduled my appointment to the following Saturday at am This appears to be a scam on the part of the business owner here I want a refund I will put negative reviews on Yelp and everywhere I can find to warn others about ya ll This is not right You told me it was fine to reschedule or I would have kept the original appointment I am not a liar I am a year old working woman new to Austin that wold have been a repeat customer.I was not a no show Why don't you believe me?dont you keep outgoing call logs and messages?? very unprofessional.you are scamming Austin customers.shame on you!!!
Regards,
*** ***
We are not here to scam youWe went to your house April 23rd at 9am to do the job, We needed a hour notice in our system to reschedule jobWe did not get a hour noticeOur system canceled grouponI am sorry this happened to youI f you would like a refund just contact groupon and when they call me I will tell them we did not preform job for youGroupon will give you your money backAgain I am sorry
Complaint: ***
I am rejecting this response because: No one tried to contact meYou showed up minutes late then tried to get the tech to charge me $more dollars to clean my apartmentYou can either set up a time to clean my apartment for the price promised OR you tell living social to reimburse the $back onto original paymentIts unacceptable that you first show up on the wrong day, and then do not even bother to contact, and I had TOLD the guy the first time I was on the 3rd floorAlso, I had my phone on next to me and I had tried to reach out to you but only got VM - no one attempted to contact me at allI have left you guys negative reviews on Yelp and Google on top of this Revdex.com this is unbelievably terrible service and business practicesI will only accept cleaning of my carpets as per the groupon or the full reimbursementLet me know what you are going to do
Regards,
*** ***
Hello we offered to come back because in your first complaint you stated we didnt offer but you are correct as we explained re- cleaning will not restore the poures grout back to its original color as it is stained in the high traffic areas as explained ..tile and grout is just like anything else if properly maintained it will look great with a deep steam clean however if not you might get staining in your grout lines but you can restore that issue with a color seal ...as far as addressing your warranty and honest points please read the the warranty statement again as it clearly states for color seal customers you did not purchase a color seal so any maintenace and or warranty would not apply to your floor you purchased a clear seal witch we do not give a free life time warranty this is only for color sealed floors only and in those cases we provide or recommed a non acidic cleaner to prolong the life of the floor...please just let us know if you have any questions or need anything else to be more further explaining ...Thanks again
Thank you for your response the fact is you were not charged for anything you did not auth inspect and sign forIm more than happy to forward before and after pic to you ...Im not surprised there were issues as we explained we can do the best we can but this is a hoarder house and as your invoice states everything needed re-caulked ...carpets needed replacing and walls and baseboards had some staining again Im more than happy to forward the before and after picsyou paid $for a cleaning service am to 5:pm and we did not leave until you did a walk thru and was satisfied with the service ...only to try to not pay later without even calling us,,, ...we are always here to help but need both parties to be honest and if there was an issue ofcourse we would jump to fixagain thank you for your time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Your man did not come to my house. He called me the morning of the 23rd and I told him I had already rescheduled it for the 30th the week before. He never came to me. He said oh okay no problem. You are not accurate in your facts. I will contact Groupon and request a refund
Regards,
*** ***
Complaint:
***
I am rejecting this response because: First of all I called exactly hours not I have it on my call logThe second room was completely dry it had not been steamed. I paid the guy $in cash to clean the third roomHow do you think the $service fee was paid?? He took it out of the $and cleaned the third room and kept the changeMaybe you should be thinking about how honest your employees are??? I've had my carpets cleaned plenty of timesI know when they have/have not been cleanedThe second room WAS NOT cleaned! You are correct about one thingI used living social not groupon
Regards,
*** ***
Hi thank you for your concerns as discussed earlier the tiles will always look great after cleaning as they are a non pourus surface the issue will always be the grout as it is very pourus and depends on how well its been maintained over time (sealed) as discussed earlier you wanted a clear
seal on your grout ...this helps for future issues ( spills) but will not make your floor look uniformed if you have staaining in your high traffic lanes in your groutI apologize for any confusion as we did offer times ( listen to our calls ) to return to reclean we also explained you need color seal not the clear seal you ordered and even offer to return and apply the dollors you paid for the clear seal towards a color seal if you would like at no charge to strip up the old seal ...again we are more than happy to reclean any areas on your floor ( wia reasonable amount of time) ...just give us a call thanks again and please let me know if you have any questions
Hi Thanks for your response all I have to go on is the to reply the phone calls involved ....your service was Sat we were not in the office on Sun spoke with you on Mon offered to return that same day ( Mon ) for any issues ...your first aval time was Wed ay pm ...you had your tile and grout steam cleaned and a clear water base clear seal for your groutif you had any water spots or excess seal out side the grout lines this would be the time to resolve this issue ...never an option from the beginning the only resolve was 80% refund ...your floor is not damaged and we are here and trying to help with in reason ...again thank you for your response
Complaint: [redacted]
I am rejecting this response because:The business owner is not offering any concrete resolution to the problem. Stating over and over again that they offer to return (only to get the same result) will not help anybody. If the business owner is not willing to refund part of the money I spent with the expectation I'd get the grout way cleaner than they delivered, then I don't want to continue on this back and forth messaging and I'd like my complaint to stand as unresolved so others can be aware of what happened to me and make an educated decision before hiring them.
Regards,
[redacted]
Hello and Thank you for your review. In the fine print in the groupon it has in there Steam It need a 24 hour notice for a groupon. In our system It says we had no 24 hour notice from you. We have no notes saying you talk to anyone about changing your appointment. I am sorry your groupon was...
canceled it is out of my hands if we do not have a 24 hour notice.