We CleanCarpet

We set a time to revisit the customer as part of our guarantee Customer was unavailable for this appointment Customer can set a new time with Service Manager Excessive pet hair does inhibit the cleaning process and should be vacuumed by customer prior to our arrival

Complaint: [redacted] I am rejecting this response because:When I originally set up the appointment, I told the rep that I had the furniture in the room and she did not tell me that the cleaning person would not be able to move the furnitureI am also upset because the manager told me that that they would come back to my apartment, MOVE THE FURNITURE and re steam my carpets free of charge on 08/22/and that never happenedI took off of work to meet him at my apartmentI never received a phone call from him on his ETA and when I tried reaching out to the business number repeatedly, I didn't receive an answerThe only time I was able to get through to anyone was when my husband would call and do a way call with meI was later told that because my husbands phone number is not associated with my profile, whenever he calls, he gets through because it appears that he calling in as a new customerI was not happy when I was told that by a manager named ***I would like the money I paid for the servicesI was not happy with the services and they never kept their word to me as the customer when they said that they would come and re clean my carpets and they never cameAs a company, even if they came and did the job and I (as the customer) was NOT satisfied and they said they would rectify the situation and DIDN'T, I think I should be entitle to receiving my money backI looked at the comments on Google.com and it's sad to see that ALL of the reviews about the business was bad!!!! They should be shut down or seek better direction from their corporate locationRegards, [redacted]

RE: Complaint ID# [redacted] We refunded this customer 100% of the amount she was charged on April 11, when it was brought to our attention that we did not complete the service.Please see attached refund receipt.Thank you

We apologize for the delay Your refund has been sent 11/14/ You should receive a separate email receipt for it and the refund will take business days to appear in your account

This customer found our company onlineOur FAQ page discusses the moving of furnitureSee Below Please understand that technicians cannot move heavy furnishings (ie: dressers full of clothing) into a separate room for the customer The reason heavy pieces cannot be pushed out and cleaned underneath and returned to their original position on blocks or pads is because the weight of the item would crush the protective blocks and leave varnish stains from the wood coming in contact with damp carpetFurther, if the customer had preparation questions and asked them during the scheduling process she would have been given the same information that was available online and given to her by the technician It is an industry standard practice to work around large or heavy pieces of furniture to avoid creating varnish stains on the carpet This practice is necessary to avoid complaints about damage to the carpet from placing heavy furnishings back onto damp carpet There was nothing further we could do to satisfy this customer.Q: What do you do about the furniture? Do you move the furniture? YesWe move the pieces you want moved and work around what you do notMoved pieces will be dry or steam cleaned underneath and put back correctlyWe do tend to work around larger, heavier pieces as they do crush our protective blocks and could cause varnish or rust stains on the carpet

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
Regards,
*** ***

RE: Complaint ID#[redacted]We refunded this customer 100% of the amount she was charged on April 11, 2018 when it was brought to our attention that we did not complete the service.Please see attached refund receipt.Thank you

We apologize for the delay.  Your refund has been sent 11/14/17.  You should receive a separate email receipt for it and the refund will take 5 business days to appear in your account.

Complaint: [redacted]
I am rejecting this response because:When I originally set up the appointment, I told the rep that I had the furniture in the room and she did not tell me that the cleaning person would not be able to move the furniture. I am also upset because the manager told me that that they would come back to my apartment, MOVE THE FURNITURE and re steam my carpets free of charge on 08/22/2017 and that never happened. I took off of work to meet him at my apartment. I never received a phone call from him on his ETA and when I tried reaching out to the business number repeatedly, I didn't receive an answer. The only time I was able to get through to anyone was when my husband would call and do a 3 way call with me. I was later told that because my husbands phone number is not associated with my profile, whenever he calls, he gets through because it appears that he calling in as a new customer. I was not happy when I was told that by a manager named [redacted]. I would like the money I paid for the services. I was not happy with the services and they never kept their word to me as the customer when they said that they would come and re clean my carpets and they never came. As a company, even if they came and did the job and I (as the customer) was NOT satisfied and they said they would rectify the situation and DIDN'T, I think I should be entitle to receiving my money back. I looked at the comments on Google.com and it's sad to see that ALL of the reviews about the business was bad!!!! They should be shut down or seek better direction from their corporate location. Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: According to [redacted], the second cleaner I hired, my carpet was not clean to industry standards.  They were merely perfumed to try and hide any pet odor.  Further, the issue was not that the original odor returned.  It was that as a result of their failure to properly clean my carpets, the entire house had an overwhelming rancid smell and there were large stains all over my carpets that were not present before.  My realtor witnessed this and can attest to the condition of my carpets both before and after the initial attempted cleaning.  The second company I hired was able to successfully correct the issues, eliminating the smell and stains from my carpet.   Regarding my contact with the company, they are being completely dishonest in how they handled my calls to them. The damage to the carpets was first noticed on Sunday 6 June and I made contact with them first thing on Monday morning, the next business day.  I made at least six calls to them throughout this day each time I was told I would be called back within 10 minutes. On my final call I clearly stated that if I was not promptly called back I would be refuting the charge on my credit card and hiring another cleaner.  The woman on the phone stated she understood this and promised I would be immediately called back by their service manager. I didn’t receive a call back until the following afternoon at which point I had already hired another cleaner and contacted my credit card issuer. I am attaching photos to show the condition of my carpet before being improperly cleaned, after being improperly cleaned and after the second company corrected the damage.
Regards,
[redacted]

This customer found our company online. Our FAQ page discusses the moving of furniture. See Below.  Please understand that technicians cannot move heavy furnishings (ie: dressers full of clothing) into a separate room for the customer.  The reason heavy pieces cannot be pushed out and...

cleaned underneath and returned to their original position on blocks or pads is because the weight of the item would crush the protective blocks and leave varnish stains from the wood coming in contact with damp carpet. Further, if the customer had preparation questions and asked them during the scheduling process she would have been given the same information that was available online and given to her by the technician.  It is an industry standard practice to work around large or heavy pieces of furniture to avoid creating varnish stains on the carpet.  This practice is necessary to avoid complaints about damage to the carpet from placing heavy furnishings back onto damp carpet.  There was nothing further we could do to satisfy this customer.Q: What do you do about the furniture? Do you move the furniture? Yes. We move the pieces you want moved and work around what you do not. Moved pieces will be dry or steam cleaned underneath and put back correctly. We do tend to work around larger, heavier pieces as they do crush our protective blocks and could cause varnish or rust stains on the carpet.

We set a time to revisit the customer as part of our guarantee.  Customer was unavailable for this appointment.  Customer can set a new time with Service Manager.  Excessive pet hair does inhibit the cleaning process and should be vacuumed by customer prior to our arrival.

The carpet was cleaned on June 3rd and the service was performed properly according to what the customer purchased. On the 6th of June the customer called to complain that the smell had returned, which was discussed as a possibility prior to the service. The customers calls were returned the...

following day, June 7th. At that time the customer informed us they had already taken care of the problem and there was nothing we could do to rectify the situation. The customer waited 2 days to call us to inform us of the problem. Their concerns were attempted to be addressed within 18 hours of their initial complaint. Our work is guaranteed 100% and if the customer was so concerned about the problem and it was so urgent than we would have expected the customer to reach out to us within 48 hours of the work being completed, which did not happen. We followed industry standards as well as the Revdex.com guidelines in our dealings with this customer.