Complaints

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  sent December 30th:shortend to fit your format, happy to send the original. * ***** *** ******* **** ** ***** * ******* ****** **** ***** ***** ********* * ** *** **** ***** **** **** ********* ******* * ****** ***** ****** ***** **** ********* ***** *********** ***** *****  **** ** **** **** Kyle my last technician asked me twice to call in my recommendations to your office regarding his work *** ********* **** **** **** **** ** *** ** ********* ************ **** *** ***** ** ******* *** ******* ** *** *** **** *** *** ********* *********  I did happily call in a Kyle compliment to Cindy after his first visit to my home. Dec 15 email to Cindy: Thank you Cindy, I do appreciate your help over this long and frustrating issue. Very ironic that the yellowish blotchy stains inadvertently left behind by Kyle [as they could not be seen when the area was still wet and the sun was not out] are the Only reason I am asking for additional help. * ******* **** *********** ********* *** ***** after my last phone call to you I read what Kyle had written and was very disappointed to see that he did not take ownership of the yellow blotches left behind from his cleaning job but rather talked about the area that my area rug had obviously discolored, I had never discussed a concern with that area with you or your technicians nor did I every ask for it to be cleaned or recleaned on any of their visits. * *** *** *** **** **** ** **** *********** *** *** ***** ****** *** **** ****** ** ***** **** ******** ** *** ******** ****** **** **** ****. I would appreciate your forwarding this email to your owner. no way was I asking for something to be corrected except for what the initial technician missed cleaning, and then for what that same tech damaged in my carpet tile/texture by aggressively digging at the carpet pile with a flat ended metal tool, Kyle came to correct this issue but then used too much cleaner that left behind yellowish blotches******** ********* ***** *** ******

  

  Business response

  19/01/2023

  Good afternoon, 

   

  Please be advised the original work for this client was done August 31, 2022. Since that time we have been back on 4 occasions at no cost to the customer. As per the last and final re-clean for this client provided December 6, (over 3 months after the original job was done), we concluded the clients carpet is 25 years old. The concerns the client has is a wear and tear issue from the age of the carpet. We also documented that visit was our last and final attempt at a re-clean and any further 30 day guarantee would be void. The client signed off on this. Invoices have been attached for your reference. They include details of why we were originally called for the service followed by each individual technician’s notes, and the client’s signature.

  We feel a refund is not necessary as we have gone above and beyond for this client. We have provided the client service several months after the original job was done and also dispatched 3 different technicians who have concluded similar post inspections notes.
  
  Regards, 

   

  Cindy D****
  Quality Control Manager
  Citrus-O Carpet Care INC. 

   

  Customer response

  20/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: First as discussed with CitrusO I as out of town October 4-26, a followup appt was booked before I left for Oct.27 due to issues with the initial cleaning. I accepted the reports that the technicians prepared as I did believe the technicians and their expertise what they told me, one tech told me that once I had vacuumed the area a few times that had been damaged by the tech gouging with a blunt metal instrument the texture in the carpet would return , the damage to the texture has not returned after numerous vacuuming.  When I was told that when the carpet dried after cleaning my concerns about the carpet discoloration  would not be evident,this again is not the case as there is still yellow blotchy discoloration from the last tech's cleaning . This is NOT the area the tech mentioned that is discolored from the area carpet, I have never complained about the area rug area that is a obvious rectangle shape from the area carpet to the tech's or to customer service Cyndi. 

  I have used Citruso for my carpet cleaning for VERY many years and have never had a problem incident like this wherein the Only reasons tech's were called back was in response to the damage that the tech's made to my carpet.  This is a high quality carpet well maintained by CitrusO in the past and has no concerns because of its age due to is care and quality of fabric.

  I asked Cyndy if the owner/manager would like to come to my home to see my concerns but I was refused a visit by them
  

  * **** ** **** *********** **** ******* ****** ******** ******* *** ********** *** *** *** ***** ********* *** ****** ******* *** *********  * **** *** ******** ** ******* ** ***** **** *********** ********** *** ****** ****** * ********* ***** *** ******
  Sincerely,
  
  ***** *** ******

• Initial Complaint

  13/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 15th, 2022 my boyfriend and I hired Citrus O Carpet Cleaning to come clean our carpets and patio. Unfortunately, we were not satisfied with the cleaning job for a few reasons: 1. The cleaner advised that the machine was too big to fit in the walk-in closet in the master bedroom; and 2. There were numerous dirty spots left all around the apartment, which we were told would not come out. Which we later learned was not true.Please see word doc attached for further details.

  

  Business response

  21/12/2022

  
  We are always saddened to hear about an unsatisfied customer, as Citrus-O operates on referrals and results with that being said, one of our main selling features is that we have our 30 Day Guarantee which means if you are unsatisfied with the cleaning results, we send a technician out to you, free of charge to rectify the issue and some of the time the less than favourable results are out of our control, for example, a rotary may not be working at full capacity as we understand that this is the nature of the business, we offer this service to all of our clients as we put their satisfaction first and are always willing to correct our mistakes. 
  It is stated on the invoice that our remedy of what may be considered insufficient or unsatisfactory results are honoured by our 30 Day Guarantee and that we will come out and rectify the issue, that is essentially our return policy. As it is stated prior to booking. 
  After speaking with our Quality Control Manager, who has been referenced in the previous email, the timeline looks as such the services were completed November 15, and the customer did not email us until November 27. We then followed up that email with a phone call to *************************, the client on file, the one who contracted us for the service, with that being said, we had no contact information on his partner ******** on November 28.
  We have attached a record of our phone log below. 
  After finally getting in touch with our clients girlfriend about her concerns we were very quickly informed that shed rather be refunded so she could take her funds and hire another carpet cleaning company which is contrary to the previous email, as it sounded like another day off of work wasnt a viable option, as stated above customer satisfaction is very important to us, we tried every possible date/time (evenings, weekends, mornings,) to send a senior technician to address her concerns and rectify the issue. We did offer her an additional discount to the one she did already receive in addition to our reclean and between money and scheduling issues our quality control manager was unable to reach a resolution with the her resulting in this complaint. 
  We do not feel a refund is a just resolution at this point as we havent been able to rectify the complaint, the cleaning was completed and our offerings align with our policy as stated on the invoice. 
  
  
  
  
  

  Customer response

  23/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  I do confirm we didnt make our original complaint until November 27^th,a week and a half after our cleaning. As you will recall, we were not living in our apartment as we had just purchased it. My partner, **** was there for the cleaning on November 15^th,and then we both didnt make it back to our apartment until November 24^th as we were waiting for other things to be completed before going back. Nevertheless, it doesnt matter when we originally made our complaint, as it still happened within the 30-day guarantee period that you offer. What does matter is how long it takes a business to respond. According to your website, it states you are open 7-days a week meaning you had a full 2 weeks to respond, in which you never did. You mentioned the phone call again, but you will note in my partners email of December 13^th we confirmed no voicemail was left. You cant expect a return phone call when youre not going to leave callback number,which is why my partner never did. However, I did call on November 29th,twice to follow up on my initial email. The first time I let ring out, then I called a second time where I left a voicemail with my phone number on how to reach me. I've attached a screenshot of the calls here. Meaning you cannot say you didn't have my contact information as my email was used for the initial complaint and phone number was left in the voicemail. I would also like to remind you that I am the one again who followed up on December 9th, requesting to speak to a manager about our complaint. Your company still wouldn't have reached out had I never followed up for a third time. If you responded within a timely manner, having your company come back could have been an option, as our move in date wasnt until December 10^th.  Also,as mentioned in my partners email dated December 13^th you were advised that we will not be cleaning our carpets again as we cannot schedule it due to our work schedules and it is not possible with all our furniture that is unable to be moved. We will not be seeking to get it re-cleaned with your company, or with another. It was mentioned on the phone as a way to get the attention of the employer I was speaking with as she was being very disrespectful, not listening to me while I was talking and always trying to speak over me, and just overall not handling my complaint in a professional manner. The only way I was able to get her attention was when I brought up getting another company to clean. However, this is not a solution that is possible even if we wanted it.  

  
  Sincerely,
  
  *********************************

  

  Business response

  05/01/2023

  Please note the customer who called into the make the appointment was **. ************* and only his contact information was provided on file. We had no record for ************************************* nor her contact information in our database records. Which makes it difficult for us to follow up with a client when the information provided is not in our database. Our call logs indicate an outgoing call was made to **. ******** number and given the duration of the call and additional information provided by our Quality Control team, we are confident a voicemail was left at that time.
  
  It is never our intent to have our clients feel their concerns are not being heard and we apologize the clients feels this way.  We have a strict 30 day guarantee policy in place as already mentioned to the the customer. It is indicated as follows on the back of our invoice

   Citrus-O 30 *********** Guarantee
  All works comes with a 30-Day guarantee. Report any deficiencies to your service provider in thirty days. IF IT IS A CLEANING CONCERN, THE ***** WILL BE RECLEANED. If anything is damaged it will be repaired. If it cannot be repaired you will receive the present cash value of the item upon payment for original cleaning service. Without prior written approval, Citrus-O shall not be responsible for any expenses incurred to repair damages. If you have followed the above-mentioned steps but your service provider has not upheld this guarantee, please call the Citrus-O head office **************.
  
  We are a business which takes prides in providing satisfactory service to several thousands of customers, we strongly stand by our policy and have never had an issue when presenting our guarantee to our customers in a situation where they are not satisficed with the cleaning results of their service.  
  
  

  We feel a refund is not necessary as we have taken the rights steps indicated in our 30 day guarantee. We understand the work was completed November 15, 2022, however we are willing to extend the duration of that guarantee given then circumstances.
  
  

  Regards,

   

  *********************

  Quality Control Manager

  Citrus-O Carpet Care INC. 
  

  Customer response

  09/01/2023

  Hi there, 

  Attached is some of our correspondences proving Citrus O spoke to me. ***** continued to speak with me using my partners email address, regardless of having mine. I assumed it was convenient for her so I did not correct her. But all phone calls were done by me and ***** spoke to me directly on the phone as one of the emails shows that. 

  

  Business response

  11/01/2023

  Good Morning,
  
  With reference to our previous response submitted January 5.Please refer to our 30 day guarantee policy. Which I will list below again:

  
   Citrus-O 30 *********** Guarantee
  All works comes with a 30-Day guarantee. Report any deficiencies to your service provider in thirty days. If it is a cleaning concern, the areas we will be recleaned. If anything is damaged it will be repaired. If it cannot be repaired you will receive the present cash value of the item upon payment for original cleaning service. Without prior written approval, Citrus-O shall not be responsible for any expenses incurred to repair damages. If you have followed the above-mentioned steps but your service provider has not upheld this guarantee,please call the Citrus-O head office **************.
  
  As per our guarantee, Citrus-O has the right to reclean a carpet prior to offering any form of compensation. Therefore we feel a refund is not a necessary required action at this time. We would be happy to reclean your carpet at a time which best fits your schedule. 
  
  

  Regards,

  *********************
  Quality Control Manager
  Citrus-O Carpet Care INC. 

  Customer response

  16/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While I appreciate that every company has return policies that they must adhere by in order to protect their company, I do feel that there are times that when a company fails to uphold a standard of customer service or their end of the contract, such return policies should be void. Your company failed to supply a service that we paid for and when we reached out to make it right, which was numerous times before we ultimately heard back, we were gaslit and felt as if our experience did not matter to you.

  
  As I have stated, I do not want a full refund. I only want a refund for the carpet service. If your company handled the customer service complaint in an efficient way which involved emailing or calling us back without us calling you numerous times, then we would not be asking for a refund. Along with this, your company failed to do essential carpet cleaning jobs that we paid for. Such as, the walk-in closet, and a final walk-through. You mention that sometimes equipment fails and as a teacher I will be the first to admit and acknowledge mistakes happen. But when a mistake happens it is important to take accountability and make it right. Which your company has failed to do many times. If your equipment failed, a final walk-through may have caught that and a brief conversation with us to schedule another day when the equipment was working at full capacity could have been scheduled. But instead it feels as if your company hid their mistakes and do not want to acknowledge that you did not perform a service up to standard and did not supply proper customer service skills throughout this dispute. Now you are putting the accountability on us as if we are responsible for your shortcomings as a company. Why must we schedule another date for you to redeem yourselves? Maybe we would be willing to do so if your company took accountability for how you have treated us. Not being transparent, insinuating that your customers are lying, and not displaying customer service skills when a customer reaches out with a problem. I would also like to remind you that another carpet cleaning could have been rescheduled easier before our move-in day if you reached out to us. While I will acknowledge that you reached out to my partner, there was no excuse to why you also could not have reached out to me as I left a voicemail with my number and an email. The lack of effort is telling on your side.

  
  Sincerely,
  
  *********************************

  

  Business response

  19/01/2023

  Good afternoon, 

   

  In light of the clients unwillingness allow us to make things right. We have decided to provide refund of $311.50 to our client Ante Svornic as per the information in our data base records. 

  Please find attached a letter of release for the client to sign.

  
  Regards, 

  *********************

  
  Quality Control Manager
  Citrus-O Carpet Care INC. 

   

  Customer response

  27/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩