Zero-In Carpet Cleaning Company

I have done a thorough internal investigation as to the complainI will like to begin by addressing the issue of the odorWe have treated the carpet with OSR odor eliminator which can take up to weeks to completely eliminate the odorIn addition our technician left specific instructions to follow after cleaningThese instructions included to leave the A/C unit at a temp of Degrees Fahrenheit and to leave ceiling fans running until the carpet was completely dry to help with the both the ventilation and the drying processThis is the standard and highly recommended protocol to ensure that there is proper drying flow to the cleaned carpetsOn our second call which was four days later to the house our technicians noticed a foul smell in the carpet and it was obvious that the carpet did not dry properlyThe number one cause to this problem is lack of ventilationAs with any surface that gets dry it needs proper temperature, ventilation and time to properly dryOur technician retreated the area on the second visit and once again the costumer was advised about leaving the A/C unit running, ceiling fans on and how long it could take to completely eliminate the odor We utilized the most appropriate chemicals coupled with professional grade truckmount hot water extractorsThe cleaning process was appropriate but the costumer failed to follow the very last part of the process by not following directions stated by our techniciansFurthermore the gentlemen decided not to wait to allow for the chemicals to properly eliminate the odorHe was told that the odor could take up to two weeks to eliminateLastly, there were other issues with the carpet which our company eliminated such as stains and heavy traffic areas as well as a full deep cleaningWe have not failed to properly clean , utilize and provide instructionsHowever we are a very reputable company and I will refund the costumer a total of $for the odor treatment as listed in the invoice

Complaint: ***
I am rejecting this response because:The company is disclosing informationThe carpet already smelled bad that is why I called them to clean the carpetsThe technician GUARANTEED that the smell would be goneHe even stated he would come back the following day if the smell wasn't gone which was FALSEThe owner is the one I talked to and he kept saying give it until Friday, that's how long it takesFriday would have been days at the mostBut now it is apparently weeks?! Which I was NEVER told! The unit was set to the recommended temperature and the ceiling fans were constantly runningSomeone was checking on the house daily as no one could live there as the smell got worse after cleaning! The carpet was years old and did not have wear or stains like this company is statingSounds like the common excusesAs the landlord, I ended up replacing the carpet because my tenants couldn't live thereWere my tenants supposed to wait weeks to live there? I have numerous properties and business connections and have never dealt with an issue like thisI spoke with the owner and told him what I needed and that my tenants needed to move on fastI would not have went with this company if I knew it would be weeks, should have been upfrontThe owner should not guarantee their work and should have dealt with the issue with better costumer service as I expressed my concernsjust another business out to get money, once they have your money, they could care less about your satisfaction.
Regards,
*** ***

I have done a thorough internal investigation as to the complain. I will like to begin by addressing the issue of the odor. We have treated the carpet with OSR odor eliminator which can take up to 2 weeks to completely eliminate the odor. In addition our technician left specific instructions to...

follow after cleaning. These instructions included 1. to leave the A/C unit at a temp of 75 Degrees Fahrenheit and 2. to leave ceiling fans running until the carpet was completely dry to help with the both the ventilation and the drying process. This is the standard and highly recommended protocol to ensure that there is proper drying flow to the cleaned carpets. On our second call which was four days later to the house our technicians noticed a foul smell in the carpet and it was obvious that the carpet did not dry properly. The number one cause to this problem is lack of ventilation. As with any surface that gets dry it needs proper temperature, ventilation and time to properly dry. Our technician retreated the area on the second visit and once again the costumer was advised about leaving the A/C unit running, ceiling fans on and how long it could take to completely eliminate the odor.  We utilized the most appropriate chemicals coupled with professional grade truckmount hot water extractors. The cleaning process was appropriate but the costumer failed to follow the very last part of the process by not following directions stated by our technicians. Furthermore the gentlemen decided not to wait to allow for the chemicals to properly eliminate the odor. He was told that the odor could take up to two weeks to eliminate. Lastly, there were other issues with the carpet which our company eliminated such as stains and heavy traffic areas as well as a full deep cleaning. We have not failed to properly clean , utilize and provide instructions. However we are a very reputable company and I will refund the costumer a total of $50 for the odor treatment as listed in the invoice.