Swanson Enterprises, Inc.

Initial Business Response /* (1000, 12, 2014/07/10) */
[redacted] 6/17/14
[redacted]'s Carpet Cleaning
On Wednesday 6/11/14, I fulfilled my commitment to [redacted] and [redacted] by hot water extracting (steam cleaning) their sofa, ottoman and area rug at their [redacted]...

[redacted] in [redacted] Maui Hawaii. The appointment was made the week prior by [redacted] via a telephone call, it was originally for 2 pm in the afternoon of 6/11/14, I called at 8:30 am that same day to request an earlier time (12 noon) to accommodate my changing schedule, you said that would be ok and that you may not be there but someone would be to let me in. The area rug was owned by Ms [redacted], a friend in common who asked both of us if it would be ok that I clean her area rug while I was at this location. We both agreed to this favor.
I arrived at 12 noon on this day, was let in to your residence by a young man, set up and did the job I was hired to do, namely hot water extract the sectional sofa, two ottomans and the area rug. Underneath the sofa I was cleaning was another area rug, two thirds of this rug was under the sofa, one third was exposed (approximately), this is a common placement of rugs but exposes that rug to foot traffic of sofa users and to my cleaning process. In this situation I always clean the area around my cleaning process by drying hard surfaces with a towel and hot water extracting carpet, this is to remove any residue leftover from the cleaning process. I finished my job, and began putting away my equipment. [redacted] and [redacted] returned home at 2pm during this putting away of equipment, [redacted] came in and began to aggressively move sections of sofa around and smelling cushions seemingly looking for some indication of my performance. Few words were exchanged at this point so I returned to my truck and continued end of job activities and created an invoice for my work that I performed. I returned to Apartment #[redacted] and presented my invoice #[redacted] for $158.33 to [redacted]. During this time [redacted] was on his knees and pulling individual tufts of fabric from the area rug under the sofa. It was at this time that you refused to pay me for my services citing "a big problem" with the area rug under the sofa. You said that I was told to not clean the area rug, this is not true, I was not told anything about that rug, clearly if you did not want it cleaned or exposed to my walking or upholstery cleaning process you should have removed it from the area or verbally indicated your desires to me.
Later, via multiple phone messages [redacted] said that I ruined the rug and wants me to pay for it. For the record, I have been the sole technician for my company "[redacted]'s Carpet Cleaning" for eight years, I average three jobs per day and one thousand jobs per year, I clean area rugs just like the one under your sofa nearly everyday. The rinsing I gave your area rug was in line with most manufacturers care suggestions, and often a yearly prerequisite for retaining warranties. When I finished the job you hired me for everything was fine and reflected good cleaning technique, if something was wrong or done incorrectly and created damage I would have stated so at the time and taken responsibility for whatever went wrong. I operate with honesty and integrity, my business is very important to me, it is how I put food on my families table and a roof over my children's head.
I did not damage your rug, please pay my invoice for services rendered. Sincerely, [redacted]
Aloha
[redacted]