True Fitness Spa & Wellness

To Whom It May Concern, I am responding to complaint ID- [redacted] On May 15th We (Wow Total Cleaning & Restoration) rendered a service to the complainant; our technicians (who have 11+ years of training and experience) cleaned the carpets with our truck mounted Butler Direct Drive system with the wand attachmentIn the cleaning process we apply a solution and use this machine to remove the solution and the dirt and debris that comes with itThis machine design simultaneously shoots out the hot water from one reservoir and sucks it right back up into a separate reservoirThe complainant, in the formal complaint, states that the team did the cleaning and then used a "squeegee" to move water aroundOur technicians do not have "squeegees", once the cleaning has been done; our team uses a carpet rake to open the fibers of the carpet to enhance the drying process, which, unassisted is approximately 3- hours of timeThe customer is then presented with the invoice, copy enclosed, stating that the work has been done to their satisfaction and that they can report any issues involving the service within daysAt the complainants location all of these steps were takenOn the following Monday, the complainant called us to say that the carpet had "molded" over the weekend and that he cut the carpet up and wanted to know how we ( Wow Total Cleaning & Restoration) were going to resolve the issueAt that time the damage had already been done to the carpet at the discretion of the complainantQur estimator, who is IICRC Certified in Water Damage Restoration and also a Texas Department of State Health Services licensed and authorized Mold Remediation Contractor (License # [redacted] ), went to assess the situation and determined that the issue with the carpeting was not done by our servicesHe contacted the complainant on May 215t to advise the complainant of this by phone, subsequently causing the complainant to use foul language arid become upsetI was then brought into the situation and have a recorded phone conversation with the complainant in which the story that is in this complaint was different in detail (he very dearly stated that his wife was home alone)He advised that he hadn't but would be contacting the realtor that referred him to us (whom I had spoken with by this time, regarding the incident) and said he would be happy to receive more services from us at a discounted rate to compensate the damage he made to his own carpetI asked him for photographic proof, which was provided and could only determine that there was a high traffic marking in the area of the service with the "issue"The complaint also states that I advised the customer that we "tested the machines"; this was not what I said in the phone conversation with the customerI advised the customer that we were not responsible but I would try and work with him and some of our contacts to see how we could assist themHe agreed at that time but then via our email correspondence following; stated that he did not wish for this option any longer, He also requested that we use our insurance for the issue (which is essentially, a customer damaging their own property)I advised him that this was not an option and went on to give him a rough estimate on the services he requested as compensationHe did not reply again, and now I am responding to this complaintAny monetary liability for this situation does not lie with Wow Total Cleaning arid RestorationPlease let me know if you have any questionsThank you for your timeRegards, [redacted] ***

Complaint: ***
I am rejecting this response because:The water damage to our carpet did not magically appear immediately following the services rendered by Wow Total CleaningThe 11+ year experienced technicians were professional/courteous, but they made a mistake Experience will not remove the opportunity for error Wow Total Cleaning is deflecting responsibility for this error, which is precisely why I am reporting the situation to the Revdex.com Other consumers have the right to know Wow Total Cleaning destroyed my carpet and neglect responsibilityTheir estimator (mold remediation specialist) accused me of fraud in a telephone discussion stating "your just trying to get someone to replace your carpet for free" Perhaps they also recorded that telephone conversation without my permission and are willing to share?This business was recommended by a friend and our real estate agentAs a courtesy I extended the opportunity for Wow Total Cleaning to remedy the situation with additional services I never imagined they would completely neglect responsibility for an issue that was very obviously caused by faulty equipment or technician errorI've attached photos originally shared with Wow Total Cleaning You can clearly see in *** * *** where the puddle left by Wow Total Cleaning techs marked the concrete
Regards,
*** ***

\ In the rejection, it is stated that the issue did not "magically appear immediately'. Should a puddle of water have been left on the site, which is the complaint, why would the complainant not notify us as soon as possible for assistance? The complainant clearly states there was an issue the same day and that the representatives put a fan on the "area of concern". Our tech had that representative, on site, check the work and sign our documentation, stating that the work, was done to satisfaction before leaving the job site. If, at that time the representative felt that the floor was "saturated" or overly damp, that is a valid concern that could have been addressed. This concern was brought to our attention 2 3 days after service and after the complainant destroyed their own property and called us (Wow Total Cleaning & Restoration). The paperwork signed on site states that we will return to a cleaning, free of charge, up to 8 days after rendered service. We had someone who is licensed and knowledgeable at the site, after the cutting, to determine that there was no "mold", The photos depict the markings of a "high traffic area" which is common in older carpeting. It is understood that there is human or mechanical error from time to time, but as I explained to the complainant in our phone conversation, that same team did the same type of cleaning both before and after the complainants service and there was not an issue on our part. The original complaint stated that the "wand was leaning against the wall over the damaged area". Our wand is activated by a trigger, and as explained the machinery distributes and suctions the water simultaneously. We (Wow Total Cleaning & Restoration) do Water and Mold remediation on a regular basis and in the same month of this cleaning, we completed 12 water extractions. We are certified and experienced in all areas of cleaning and water extraction, as well as mold remediation. Had the complainant called us once the issue was noticed (same day), we would have had a specialist there as soon as possible to address any concerns. Instead the complainant made the decision to destroy his own property. At that time, we were no longer liable for the cleaning service provided. When the complainant and I discussed this issue by phone, I made it clear we had no liability and offered to get assistance from a flooring company to repair or replace the carpet at a discounted cost to the complainant. The customer rejected this offer and asked for additional services at a discounted rate. The customer then rejected the offers( which were made in good faith, not as a acceptance of liability) and decided our service was "dissatisfactory" and placed a complaint with The Revdex.com. For these reasons, we (Wow Total Cleaning & Restoration) have no further action to take on this issue.Regards,             [redacted]

To Whom It May Concern, I am responding to complaint ID-[redacted]. On May 15th We (Wow Total Cleaning & Restoration) rendered a service to the complainant; our technicians (who have 11+ years of training and experience) cleaned the carpets with our truck mounted Butler Direct Drive system with...

the wand attachment. In the cleaning process we apply a solution and use this machine to remove the solution and the dirt and debris that comes with it. This machine design simultaneously shoots out the hot water from one reservoir and sucks it right back up into a separate reservoir. The complainant, in the formal complaint, states that the team did the cleaning and then used a "squeegee" to move water around. Our technicians do not have "squeegees", once the cleaning has been done; our team uses a carpet rake to open the fibers of the carpet to enhance the drying process, which, unassisted is approximately 3- 4 hours of time. The customer is then presented with the invoice, copy enclosed, stating that the work has been done to their satisfaction and that they can report any issues involving the service within 8 days. At the complainants location all of these steps were taken. On the following Monday, the complainant called us to say that the carpet had "molded" over the weekend and that he cut the carpet up and wanted to know how we ( Wow Total Cleaning & Restoration) were going to resolve the issue. At that time the damage had already been done to the carpet at the discretion of the complainant. Qur estimator, who is IICRC Certified in Water Damage Restoration and also a Texas Department of State Health Services licensed and authorized Mold Remediation Contractor (License # [redacted]), went to assess the situation and determined that the issue with the carpeting was not done by our services. He contacted the complainant on May 215t to advise the complainant of this by phone, subsequently causing the complainant to use foul language arid become upset. I was then brought into the situation and have a recorded phone conversation with the complainant in which the story that is in this complaint was different in detail (he very dearly stated that his wife was home alone). He advised that he hadn't but would be contacting the realtor that referred him to us (whom I had spoken with by this time, regarding the incident) and said he would be happy to receive more services from us at a discounted rate to compensate the damage he made to his own carpet. I asked him for photographic proof, which was provided and could only determine that there was a high traffic marking in the area of the service with the "issue". The complaint also states that I advised the customer that we "tested the machines"; this was not what I said in the phone conversation with the customer. I advised the customer that we were not responsible but I would try and work with him and some of our contacts to see how we could assist them. He agreed at that time but then via our email correspondence following; stated that he did not wish for this option any longer, He also requested that we use our insurance for the issue (which is essentially, a customer damaging their own property). I advised him that this was not an option and went on to give him a rough estimate on the services he requested as compensation. He did not reply again, and now I am responding to this complaint. Any monetary liability for this situation does not lie with Wow Total Cleaning arid Restoration. Please let me know if you have any questions. Thank you for your time. Regards,[redacted]