When a Customer calls to book a job with our office staff we attempt to give them accurate pricing based upon what they can tell us over the phone. In this case and in many others that involve pet urine or biological contamination in the home, we inform the customer that the Technician will...
have to quote that service when he arrives in order to accurately assess the level of treatment needed. In this case the customer received a quote when the Technician arrived to remedy extensive contamination due to pet urine in the carpet. At this point I do not know if the customer agreed to fully address all of the issues in the home. Pricing may have been a barrier to a complete decontamination.When the Customer called our office asking for a refund we simply let them know of our policy, which states; If there is a problem with our service we will gladly return to remedy the the problem without hesitation. This helps us to assess the problem, identify the solution and give the customer what they originally requested. It also helps us to know if the problem they are having is directly related to our work or something that is out of our control or scope. [redacted] was not interested in allowing us the opportunity to return and redo the cleaning which she is assuming never happened. Her statement that we only wet the carpet is simply not true. The Employee who performed her clean is a veteran carpet cleaning Technician with a very good record of customer satisfaction.I do believe [redacted] is experiencing buyers remorse for having to spend so much to remedy the contamination issues in her home. If she would allow us to come back we would be happy to work with her and make certain that the work we do is the best that can be performed under the circumstances in her home. Our policies are designed to take care of the customer and their needs.
Complaint: [redacted]
I am rejecting this response because: The company completely misses the issue of the use of the word "MAY" in their advertisement. Because the additional charge is always applied there is no "MAY" about the charge. It should read "WILL". That is why there is bait and switch involved. You are baiting people to call based on one price and then charging another. The question then becomes when "MAY" you NOT charge the additional fee? Obviously never. Be up front about your ad and the charges so there is no question. Let your reputation and your work speak for itself regardless of what you charge. Again, be up front about everything. No one likes to be hit with hidden fees.
Sincerely,
[redacted]
This Water Processing and Transportation Fee is fully communicated during the booking call, allowing the customer to accept or reject the pricing. Bait and switch is an entirely different concept. We do not offer one thing and deliver another. We fully communicate everything about...
our pricing upfront allowing customers to chose before booking or buying.
When a Customer calls to book a job with our office staff we attempt to give them accurate pricing based upon what they can tell us over the phone. In this case and in many others that involve pet urine or biological contamination in the home, we inform the customer that the Technician will...
have to quote that service when he arrives in order to accurately assess the level of treatment needed. In this case the customer received a quote when the Technician arrived to remedy extensive contamination due to pet urine in the carpet. At this point I do not know if the customer agreed to fully address all of the issues in the home. Pricing may have been a barrier to a complete decontamination.When the Customer called our office asking for a refund we simply let them know of our policy, which states; If there is a problem with our service we will gladly return to remedy the the problem without hesitation. This helps us to assess the problem, identify the solution and give the customer what they originally requested. It also helps us to know if the problem they are having is directly related to our work or something that is out of our control or scope. [redacted] was not interested in allowing us the opportunity to return and redo the cleaning which she is assuming never happened. Her statement that we only wet the carpet is simply not true. The Employee who performed her clean is a veteran carpet cleaning Technician with a very good record of customer satisfaction.I do believe [redacted] is experiencing buyers remorse for having to spend so much to remedy the contamination issues in her home. If she would allow us to come back we would be happy to work with her and make certain that the work we do is the best that can be performed under the circumstances in her home. Our policies are designed to take care of the customer and their needs.
Complaint: [redacted]
I am rejecting this response because: The company completely misses the issue of the use of the word "MAY" in their advertisement. Because the additional charge is always applied there is no "MAY" about the charge. It should read "WILL". That is why there is bait and switch involved. You are baiting people to call based on one price and then charging another. The question then becomes when "MAY" you NOT charge the additional fee? Obviously never. Be up front about your ad and the charges so there is no question. Let your reputation and your work speak for itself regardless of what you charge. Again, be up front about everything. No one likes to be hit with hidden fees.
Sincerely,
[redacted]
This Water Processing and Transportation Fee is fully communicated during the booking call, allowing the customer to accept or reject the pricing. Bait and switch is an entirely different concept. We do not offer one thing and deliver another. We fully communicate everything about...
our pricing upfront allowing customers to chose before booking or buying.