Terry's Carpet Cleaning

Initial Business Response /* (1000, 5, 2016/01/04) */
I have been in the carpet cleaning business since in the Bloomington Illinois areaThis is the first time I have had to answer a complaint registered with the Revdex.com in over years of business! I was contacted
by this customer about cleaning the carpet in their home residenceI had cleaned carpet for this customer several times before at a rental property that they ownedThey had never voiced any complaints about my services in the pastIn fact I was told that they were not satisfied with several other carpet cleaning companies that had cleaned carpet for themBut they were very happy with the results they got on some very heavily soiled carpet at their rental
I was contacted by her wanting an estimate to clean all the carpet in their own houseI quoted her a price of $for everything -$off for a special that I was runningShe said that $was more than they wanted to spendThat they were both on disability and could not afford to pay that priceConsidering that I had done work for them in the past, I said I would take an additional $off the jobWhen I arrived to clean the carpet he told me once again that they had been unhappy with several carpet cleaners in the past but they were impressed with my workTheir carpet was in pretty good condition compared to what I usually seeThere were no visible pathways in the carpet except for the living room, which appeared to be older then the rest of the carpetIt was a bit worn and a spot by the couch had some dark black soil as well as some cigarette burnsI spent about a half an hour vacuuming the carpetI applied a pre-spotting agent to loosen up soil and debris throughoutIn the upstairs hallway I noticed a discolored area and thought it looked like a pet urine stainIt also smelled of dog urineI applied extra spot removing agent to that areaIn the basement area there were some stains in a few areas so I applied additional spot remover to those areas as wellI spent the rest of the time I was there shampooing the carpetI also applied an enzyme in the hallway to counteract the dog urine smellThere was a small bedroom upstairs that had a tanning bed in itThis room had a orange dye spot in itI tried to use a spot remover specifically for dye on it but was unable to remove itThe time that it took me to complete this job was quite normalOther then moving a couch and a chair in the basement and the tanning bed, there was no other furniture to moveWhen I was finished with the job I informed them that I was unable to do anything for the cigarette burns or the black marks by the couch in the living roomI told them about the spot by the tanning bedI told them about the dog urine in the hallwayI did not charge them any extra for the enzymeThey indicated that they did not believe it was from their dog but another dog that they had been taking care of recentlyThere was no indication of dissatisfaction at the time I left the job
They have indicated in their complaint that it took me two days after they complained to respondNormally I would respond immediatelyHowever I was in Chicago with my wife's family for ThanksgivingShe sent me a text on Friday, November I did not respond back with a text because that seems to impersonal to deal with a complaint that wayThe following Monday after the holiday weekend I responded with a phone call but got an answering machineLater on that day I got another text stating that they wanted their money backThey thought that I had overcharged themAlso they indicated the carpet wasn't even wetThe method of carpet cleaning I use does not take very long to dryUsually between two and four hours depending upon how much spot remover is used and how heavily soiled the carpet isMy prices and information on the type of method I use for cleaning carpets is all listed on my websiteterryscarpetclean.comIf they had used a carpet cleaning company that used a truck mounted extractor system in the past their carpet would probably be wet for a day or two after it was cleanedMaybe that is why they thought it would be more wet when I finished
I am the sole owner/operator of this companyI am always honest with my customers and do the best job possible the first timeI was being honest with this customer when I said "your carpet did not show signs of being heavily soiled"This is not being " unprofessional " , it is called being honest
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
all most everything mr*** said is true, except for shampooing the carpets, which he did not doyes we did use him two other times on rental property that we use to have, which the properties was empty and we were not there, so we thought that he did a nice job, so for this time at shampooing are own house, which my wife and I were both home, we were sitting at the kitchen table, which from there we could see two sets of stairs and the basement clearly, which mr*** stated about working on about five stains that we do have, we do have two large dogs, which every knows, if they have pets accidents do happen and the cigarette burns in front of couch we were aware of, and we know that certain stains can not come up, but my wife to to mr, *** on the phone about shampooing are carpets, he said that the cost were be $200,dollars, we told him that it was a little bit more than we wanted to pay, than he said that he will do it for $if that was durable to us, and we said ok, I fill that when mr*** arrived at are home fifteen minutes late from doing another home, that he probably thought that he under charged us, because we have three in are home, which has six rooms of carpets, one hall way, and three sets of stairs which has a total of twenty one steps, and if that would be the case he should have told us that he under charged us, but instead he started vacuuming the carpets, I watched him buff up the carpet on the stairs, which was suppose to be shampooed and wasn't, and for that two hours at are home, he stood in are kitchen, and talked about his wife loosing her job, about his rental property, about he would like for his customers to pay him cash if possible for tax purposes, and about his brother fell of of a two story high platform and became paralyzed, so from the remaining one hour and forty minutes in are home we could see the basement from were we were sitting, where we have a large carpeted family room, which he did not shampoo, and the stains which he said that he worked on is all still there, like the big dark stain in front of are couch, which he said that he tried the best he could to remove itSo after Mr*** left our home, the next day I shampooed the living room carpet with our carpet cleaner a small hoover that we had boughtI emptied the dirty water container times in which we took pictures of the filthy water that came off the carpet.It took hours to clean the carpet in the living room and the stain in front of the sofa was removed with our little shampooerAnd the only thing that was mentioned to Mr*** about other cleaning business was that they had hidden chargesWe have used only one other carpet cleaning business and was satisfied with their work but unhappy with the hidden chargesThe only part of the carpet that was wet from Mr***'s shampooer were where he tried to remove the stainsI called one other company after Mr*** said he was finished and was told for the size of our home it would take to hours to clean the entire houseTwo weeks prior to having our carpets cleaned my daughter had her sofa cleaned and it took Mr*** almost the same amount of time to clean her sofa as it took to clean our entire homeWe have referred Mr*** to several people because yes we have been pleased with the job he has done before but this time our carpets were not cleaned in a professional order that they should have beenIt is not about the money it is about the unprofessional way we were told that he didn't do refunds without even offering to correct the problemAnd whether the carpets were heavily soiled or not we paid to have them professionally cleanedWe have tried several times to leave a testimonial bit have been unsuccessful of getting it postedBut I did make a statement on a web site where someone asked about Mr, ***'s carpet cleaning business only to have it being hidden so no one can read the postThe only way to settle this matter professionally would be to honor a refund and gauentee his workI'm asking the Revdex.com what is the next step I need to do to end this matterSincerely *** J***