The Plains Chem-Dry

The Plains Chem Dry:Nov.5/14: The owner [redacted] showed up for a quote to clean our basement carpet and remove all urine stains and smell. We were advised by other carpet cleaning companies that the smell would not be 100% gone, that there would be some odour that would linger and they recommended replacing the carpet and underlay. [redacted] from Chem Dry came in with some fancy moisture tester and black light so he could pin point the exact spots that needed addressing and that it should take 4-5 hours to complete. He gave us a quote and when we asked if it would be recommended to replace the existing carpet, he advised to replace the underlay only and that he guarantees to get all the cat urine out of the carpet. He was very professional with his quote and praised his product ([redacted]) that it would guarantee results. That is why we chose to get the carpet cleaned as opposed to replacing. We called him the next day and set up an appointment for Nov.24/14 for the cleaning. In the meantime between that date we removed our underlay and had everything ready for the cleaning.Nov.24/14: Appointment for 1 oclock to clean carpets. I took afternoon off as to help [redacted] move the furniture around and to be there. [redacted] did not show up. Around 2:45 I called him to see where he was and he advised that he was at home because his sitter cancelled on them and he had to stay home. I asked if a phone call would have been appropriate as I had taken time off work. He said, Oh I thought I called your wife. I rebooked another date with him for Nov.26/14.Nov.26/14: Second appointment for 1 oclock. [redacted] didnt show up until almost 3 oclock. I was at work and my wife was home. He was done cleaning the entire carpet in 2 hours even though he said at the quote that it should take between 4-5 hours. He advised to wait at least 48 hrs for the carpet to fully dry before smelling the carpet. My wife paid him and he left.Dec 01/14: We called him more than 48 hrs later and advised him that we could still smell cat urine. He advised that he would come back and reclean for Dec.04/14.Dec 03/14: [redacted] called said he couldnt come tomorrow to clean the carpets as he ran out of cleaner. [redacted] he has to reorder more from the States and he didnt know how long it would take. [redacted] He told us that he would call the [redacted] guy in Saskatoon and see if he could get some chemical from him and that he would even drive there and pick it up himself. We told him to keep us posted as we were having family in for Christmas and we needed our basement back. [redacted] called us back later that day and advised us that he couldnt get any from Saskatoon that we would have to wait about a week as its coming from the States.Dec.17/14: [redacted] finally got his chemical and came for 11 oclock for the reclean. He got on his hands and knees and smelt the carpet with my wife and said, I must of not used enough chemical last time. He finished and again advised to wait at least 48 hours to smell the carpet as it has to properly dry, then call him and let him know how it turned out. Dec. 22/14: After 96 hours we smelt the carpet again and it still reeked of urine. So I called [redacted] and left a message to call us back. No return call was ever made.[redacted] Called several more times after that and no calls were ever answered or returned.[redacted]Desired SettlementThis issue has been going on since the beginning of November and we just want our basement back so our two young children can play without smelling like cat urine. [redacted]