Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked to have my carpets cleaned for a third time by this company. I told them to remember they needed a portable carpet cleaner since I was on the 5th floor of my building. Since they had done my unit before, I thought they knew what to bring to cover my two floors.I was quoted $298 for the 1700sqft unit.Once they came and dragged the portable unit to my apartment, they looked up the stairs and said "oh we cannot do the top floor". I needed all my carpets cleaned, but I also could not afford the time to find another company. They then told me to clean only the first floor it would be $255. So for almost half my unit it's only $40 more?I was not in a position to decline the service since I had waited hours for them to come. I am writing this to warn other customers of the poor planning by the company. I think it's only fair they adjust my billing to half the quoted cost $149 for half the work.

  

  Business response

  09/30/2024

  Although we find this complaint disappointing, it is always our intention to satisfy each of our customer. Most of our jobs are completed with our truck mounted system however the Saad's apartment was located on the 5th floor of a high rise. this required a portable unit that weights over 100 lbs. This only can be transported by an elevator and our technicians are only allowed to push no lifting. once inside the apartment the 2nd bedroom was located top of another set of stairs that had no elevator access. Following company protocol our techs informed them that they could not carry it up that set of steps safely.  Attempting to run vacuum hoses from the first floor level would diminish the suction power that removes the dirt and moisture, exposing the carpets and subfloors to excessive moisture and subpar cleaning. The original order was three rooms $220 and portable $75. ( Additional room would have been only $40)

  As respect to the job cost. Stanley Steemer has a minimum cleaning charge of $180 which is also our 2 room cleaning. On the invoice the technician cleaned a hall way at no cost, a value to customer of $40 The portable charge is additional $75 because the portable unit has  additional set up process and time. So by eliminating the $40 room we were unable to reach, the customer paid our minimum $180 and $75 for portable. The company has to have a minimum to stay in business with all the rising costs,

  We consider The Saad our valuable customer and will be willing to extend a one time discount on the portable fee of $30. As the manager/owner a call from the **** would have been addressed immediately, however we appreciate BBB for being a mediator in helping to resolved their concerns.  

   

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