White Water Inn

Complaint: ***
I am rejecting this response because:
The resolution now being offered by M&J was all that we were asking for or would have expected at the time of the incident. Unfortunately our house is, and has been, for sale the entire time. We did not have the luxury of waiting six weeks to have all the new stains in our off-white carpeting fixed. Since realtors were showing the home regularly we had to have an immediate remedy! Offering to the cleaning now, long after we had to open a Revdex.com complaint, and when it has been fixed is of absolutely no value to usThe M&J’s owner made reference to not using their after-hours number. We definitely did use it on Thursday, the first night, as evidenced by several text messages we still have. I know of no reason we wouldn’t have used it again on the weekend, but my phone calling history does not go back that far, and there are no text messages from that period so I can not say absolutely we did use it again. Our chief complaint is not that they didn’t come back on the weekend, it is that they refused fix the problem without charging us againThe affected area was centered in the most prominent part of our main living room. Friday night we were most focused on trying to find any suitable way to draw attention away from the brown stains, because of the Real Estate Open House occurring the next morning. There was no time to fix it for Saturday, even if M&J would have been willingWhatever number we called we left a message indicating the stains had re-surfaced, and now in additional areasFurther, what number we called is essentially irrelevant since when they did return our call on Monday morning, they declined to fix the problem without charging us again anyway. I repeatedly asked their Business Manager to inform the owners of all of the information I provided in the original complaint. When she called back again, she said she had done so, and they would only come back if we paid them for another service call; and then would not return before Thursday (nearly a week after the problem arose).
Now over six weeks have passed. We have had the stains fixed. Apparently a more thorough moisture extraction was sufficient to not have the problem again. We do not feel we were treated appropriately, but we will “let it go” if our payment is fully refunded. Anything less will be unsatisfactory, and we will have to resort to whatever other available remedies we can use to get some satisfaction from a totally unsatisfactory experience
Regards,
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ID #***M & J Carpet, Upholstery and Air Duct CleaningDear Mrand Mrs*** ***,After reviewing your letter, we wanted to first apologize.We can understand your disappointment and frustration regarding the cleaning done on June 2, 2016.Especially since you were having your open house and needed the carpets to look nice.At first from looking at the photos we were not sure what was the cause of the stains coming back up in the living room.There does appear to be issues with the area in the living room, since the rest of the carpet we cleaned there was fine.We are not completely sure of a machine malfunction, because after checking with other clients we cleaned that daythere were no issues at any of those jobs.It is possible however, if there was residue, or previous products in the carpet from another method,it would stand to reason that this would effect the suction of the vacuum on our machine.With the carpet being extra wet as you said, that leads us to believe the suction was not full power as it should be.In cases such as that, we have a de-foamer product to cut down on the amount of soap coming up when we rinse the carpet.We can also apply non-browning to help with marks or discolorations that you described, this helps to restore the PH in the carpet.So there are more additional steps than just rinsing the carpet that need to be taken.Rarely has this problem occurred but we can understand your disappointment.We would prefer to send the owner of M & J to work on this problem and correct the issue.We are not sure why you did not call the after-hours number when there was an issue after the was done on 6-3-16.I would have been happy to talk with youSince your messages were left on the business phone after hours on the week end,Kim did call as soon as she received them on Monday morning.As far as the charge to come back is concerned, Kim was following company policy to charge $for the 2nd time.It was marked on the receipt regarding this information that you had initialed, so this information was noted.Your satisfaction with our company is important to us, so we will be happy to waive that charge, come back and applyde-foamer and non-browning and work on correcting the issue with the carpet.The owner, Marwan C*** will be happy to come back, work on your carpet to correct the problem and also inspect therest of the work that was done in your home.He will be available the first week of August, if his schedule allows an earlier time, we would be happy to notify you.I can call you, or you are welcome to call me at *** to set up a convenient time and get this resolved.Sincerely,Jeanette C***

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Hello Mr. [redacted] -In relation to my complaint #[redacted], I made an...

error in stating the amount of the purchase price / amount in dispute.  I indicated it was $305.00, but it was actually $300.95.  I do not see anyway for me to correct it, but wanted to notify you of my error.  All other statements are true and correct to the best of my knowledge.  Thank you.[redacted]

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Copy faxed to Revdex.com - Attention: Marcus [redacted]
ID # [redacted] July 21, 2016 Dear Mr. [redacted],
We are truly sorry for your inconvenience, and will be happy to refund you the cost of cleaning the living room, plus extra since you were unhappy with our service. Please find enclosed a check for $125.
We try to provide the best service, and it is unfortunate you had a bad experience the first time using our company.
From now on we will be more diligent on following up on situations where there is a problem. We will look at improving our policies when it is needed to go back and re-do cleaning.
Thank you for your efforts in addressing this issue, and we hope we have resolved it now. Sincerely, Marwan & Jeanette C[redacted] Owners