Complaints

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called professional clean carpet & vents and set up an appointment for yesterday at 10 o’clock. They called at 8am and I explained to him that the girl said she would get it too close to 10 as possible. When **** called, he said no we work. We start at 8 to 10. That was the start of the day I was told on the phone by the girl and I verified what the cost is how many vents am I allowed? She said you can have as many vents as long as it’s on one system one furnace one thermostat so 8, 9 or 10 vents are still $59. then **** gets here and says oh no it’s gonna be 400 and something and I said what are you talking about? Oh no we have to do the main line we have to do this and then he got it down to $250 and I agreed The interesting thing is they have you pay before they start the work that was my wrongdoing. Start to finish cleaning the vents. He was no longer than a half hour in my house. I’m saying 20 minutes maybe a half hour the coil of the vacuum hose was almost all in the living room, except When he had to stretch it into the bedrooms, I watched his work. He stuck the hose and maybe a foot a little more. I don’t know. Certainly didn’t uncoiled that role in the living room. He opened the furnace and I said what are you doing in there and he said nothing and I said where is the charge for all this work $200 extra well that’s the main line I said what’s the main line run around the house you didn’t do around the house you did the vents ONLY! I I told ****, which I learned Who is the owner and said to him, I feel duped and he said why and I told him why, and he just walked away so then I called and the girl I spoke to was not very pleasant. She was arguing with me instead of listening to me as a customer she said she had to talk to **** to find out where the main line was. she would get back to me well she never got back to me. I called again this morning and said please call me, and I’ve heard nothing. I would like my $200 back

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer called the business and they sent someone out today, 11/29/23. She was given a price of $99 for 4 rooms and hallways would be free. She found their ad in Valpak. She states he gave her a hard time and did not do what he was supposed to. He didn't have any equipment, except a small pump with water in it. He told her the price she was given was wrong and she had to pay $107.00.

  Business response

  11/30/2023

  She actually called us first ans was complaining about the tax on the services and our coupon does not say 99 it states *****. She said individual was a very nice person but didnt understand what level of cleaning she was getting as well. The hours later an officer called me and told me that this lady does this alot and she is one of their regulars. We did nothing wrong she definitely needs to stop making calls to companies. She should not be left alone. The officer was very nice and told us just wanted to give you heads up. Thanks Professional Clean

• Initial Complaint

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had a coupon When told me over phone certain price When came they added on all kinds of prices on what had to be done to clean a love seat and couch despite what was told me over the phone False advertisement No services were performed It is a bait and switch and even tried to charge me a $25 travel charge I desire no further contact from this business No charge with billing adjustment And discontinue false advertisement

  Business response

  12/09/2022

  I was the one who booked her appointment .. She called us over 5 times to make this appointment and asked many questions. I specifically told her over the phone the coup0on is for a basic steam clean to help freshen up the upholstery also told her up to 6 ft. told her we offer a deep scrub cleaning for $5 -$10 per foot for heavy soiled areas , I also told her we charge as our coupon states for loose back cushions coupon also states specialty fabric is additional. Not sure how more thorough we can be. After going over all that with her not once but twice she asked me ok then the two pieces will be $90? And I said for that level of cleaning only and if the pieces measure up to 6 ft. I also told her that I spoke to her the night before and told her the same thing.  So there is no bait and switch. When you have red stains kool aid stains a basic steam clean will not take care of it. I told her on the phone not to call us back bc she has waster my time over the phone and the techs time at the house. The traveling charge is on coupon as well. So there is  no false advertising. Gas isnt free and my coupon does not say free estimates. Have a good day. I am asking again to make sure she does not call our office again we have been at her house now 3 times and has not done anything.  Perhaps she should not be making appointments to companies and wasting there time.  Perhaps someone else needs to make appointments for this consumer. Thanks ********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a terrible experience with this company today and tried to call and come up with a resolution but was unsuccessful. I had a coupon for $14.95 per room and when he came to my home I was at work and he told my husband that coupon was only good for people who regularly clean their carpets and that we couldn’t use it and he even took the coupon. I ended up paying $180 for one room to be so called deep cleaned. We have only had this carpet for about a year and he told my husband do to the shape the carpet was in that it needed to be deep cleaned. The guy added pre condition, sanitizer and Teflon stain shield to our bill none of which was discussed. I told the lady on the phone before he came that I just wanted the 2 rooms to have a basic steam clean and due to me not being home they tried to say my husband said it was ok to add those charges in which he most certainly didn’t, he said it was never brought up once. And when I called to discuss the situation they were both very rude and came up with no resolution at all besides refunding the $12 tax. I don’t know how this company is still in business!! On my receipt they circled color spots, greasy oily spots, heavily soiled ground, water marks or stains, excess wear, NONE of which is true. I would like a refund. Now I have to call another company to actually clean my carpets, my carpet is now just wet no clean smell whatsoever, a loss of $180!

  Business response

  04/20/2022

  Wow **** I spoke to you and you even apologized not realizing your husband was the one who ok'd the full restoration deep cleaning which included sanitizer for the pet odor and teflon protection. I explained to you over the phone you had  240 square ft of carpeting and that $96 of your bill was at 20 cents per square foot on 240 sq ft for sanitizer and teflon so $48 on easn of those services. The way he charged you was not charging you the $45 cleaning because if he did that your bill would have been $117 before the teflon and sanitizer and before tax. but what he did to help you our charged you for the deep scrub and precondtioner and the other 2 services.  You choose to say how rude I was and he was but you were not at the house. We gave you the tax back because **** forgot to include that on the estimate sheet. So your bill now is $168 and not $180.  When I explained it all to you even said oh ok I had no idea my husband ok'd this heile you were driving home from work, originally you were saying that he was doing the cleaning for only 8 minutes. And that certainly was not the case. I also told you when you get home if there was any problems we can certainly come back out to reclean at no charge. but that that has not even been discussed. Now you are saying that you want a refund back bc you need to call a different company out bc there is no clean smell. Not sure what that means if you need us to come out again to spray sanitizer we can certainly do so at no charge. I have included the estimate sheet and contract as well Thanks ******

  Customer response

  04/20/2022

   I am rejecting this response because:
  
  I cleaned my own carpet and the water was still black which goes to show no deep cleaning was done. And yes I did say I didn’t Realize my husband said ok to adding things until I got home and spoke to him and realized it was never even brought up to him. I think it’s only fair to at least refund the $96 we were charged for extra that we never asked for. Your website specifically says deep clean for $25 and that you offer as an EXTRA, pre clean, sanitize and Teflon for an extra cost which was never discussed or approved. 

  Business response

  04/20/2022

  Our website there are minimum charges as well and it reads this : $25 Per Room Plus Pre-Conditioner @.20 Cents Per Square Foot you -the minimum charges still would apply. And as I said we would have cleaned it for you again if needed. You can keep on cleaning the carpet 3 to 4 more times to get the cleanest possible water. You have not once complained about it being dirty you were complaining that  it doesn't smell good. The precondtion is our deep clean. As I told you over the phone your husband signed the estimate sheet before we began work he authorized the cleaning. If he did not want the sanitizer or the teflon he could have told us that or ask those questions. We offered you to come back out and all you kept on saying you never had  to pay that much and I explained that to you on the phone. We are still offering to come back out if needed for no charge to reclean.  Thanks, ******

  Customer response

  04/20/2022

   I am rejecting this response because:
  
  No thanks obviously I am getting no where with this company as well as many others who have complained about the same exact issues. You will continue to rob people of their hard earned $ and nothing will be done about it. I am done with the conversation!!

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the company to have my love seat steam cleaned. The owner came out sprayed water on the the love seat soaking it and told me that it was $300 to clean the loveseat and that it needed to be calculated by square foot of the loveseat and after review of the coupon and conversation booki g the appointment for the agreed price of $44.95 I was immediately taken back that if I didn't have any service I would be charged $25 for them coming to my home. That information was never disclosed when booking the appointment. When I called the company back to talk about the experience and the service was not provided, I was told by the owners wife that I ordered a "freshen up" as I quickly corrected her that the coupon is specific to "steam cleaned". I could buy a bottle of fabric spray and freshen up my own furniture., she told me that the definition of steam cleaned means warm water and vacuum. My loveseat was soaked by a water bottle and then vacuumed with a shop vacuum which was pulled out of a small unmarked car. The experience is a complete disaster and once the owner gets in your home I felt bullied to have a service done which was nothing more than a spray bottle and vacuum and did not remove anything from my love seat.

  Customer response

  03/31/2022

   I am rejecting this response because:
  
  He sprayed loveseat down with water bottle filled at her sink and wasn't soiled and then use a shop vac. There is no possible way that a commercial cleaner came out of his little car. The coupon is misleading it clearly states 1 sofa or 2 chairs up to 6 ft for 44.95 it doesn't state linear ft. When I called to book the cleaning I discussed that it was a love seat clearly under 6 ft. At that time she guaranteed me the price would be 44.95. I was shocked when he quoted me 300 to clean the love seat. 
  

  Business response

  03/31/2022

  On 3 /29 this customer called at 2:03 and owner was there most likely closer to 10:30.  Her coupon was 44.95 up to 6 Linear ft for a basic steam clean, we use a mild detergent, brightener all in one chemical to help freshen up the carpeting. I also told her when we booked appointment that we offer a deep scrub cleaning for $5 to $10 per linear ft. is needed for heavy soiled areas. I tell all the customers same info. I retold her all this over the phone again when she called on Tuesday.  She asked me if we steam clean and I told her yes and she said he did not do this. I said a steam clean is a hot water extractor were my EXACT words. I never told her it means "warm water and vacuum."  Then she says he used a water bottle, incorrect he used a pump sprayer where the mild detergent was, she also was upset about the so called SHOP VAC  as I told her its not a shop vac  its a commercial grade portable unit we use and there was a hand upholstery tool that we use to clean upholstery. She asked me if I was his wife and I told her NO I am not his wife I am one of the customer service managers. I am getting annoyed with her saying that I am his wife I am not!  His wife is a nurse a Cleveland clinic her name is ******** ******** look it up if you do not believe me. She was going back and forth with me and said this does not seem right I did ask her why she waited so long to call and she said she works in her house. I did inform her if she was unhappy on the coupon as you could see it states there is a $25 travel charge if no service is performed. No where on coupon does it state free estimates. I also had to inform her that our company name is not Pro clean I informed her its Professional Clean as it states on coupon and his receipt. Not sure she got upset and said something is not right here. I told her that I would have ****  call her and he did and she never called back .   she forgets to inform you of all of this in her statement above.   Oh yes she was upset that our techs drive out of their own vehicles and I said we do not have truck mount systems they do drive out of their own vehicles. If price of gas still keeps on increasing you may see many truck mount companies go back to portables then driving the big VANS to fill up. I have enclosed pics of our equipment and next to the pump sprayer his hand tool is on the seat. We do not use vacuum cleaners they are called Ninjas as I told her commercial grade portable units. We did not agree on any prices if that was the case the coupon would not say under prices about specialty fabric and I would not know how soiled her piece is or how long the linear foot is not square ft as she states above. I am sorry she is not happy but she most likely needed a deeper clean. The owner never quoted her $300.00 He did tell her she needed a deeper cleaning and she declined. It would have been roughly $140.00. As a matter of fact she said he quoted her 3 times out so 300.00 is no where near  3x out on a $44.95coupon.

  If you need any other questions answered please let me know. ************* ******* ******* *******
  

  Business response

  03/31/2022

  I am sorry but when you take out a measuring tape or use your utility app on your phone these days if you are measuring the length of something and if its 12 inches long that is called one linear foot in length. It certainly is not by the square ft. because that is when we measure carpet cleaning length x width gives you a square foot. You have not addressed my  response at all other that this small car with commercial cleaner that he brings to home. I am confused on what you are saying about it wasn't soiled. If your loveseat was not soiled you would have not called us back to say there was a problem. Owner did write on contract Basic only not liable for heavy soiling. And you signed the receipt as well. Even our regular pricing is on our website for all of our services. And it is written as well  there and our website is on the coupon as well just in case you want to say I did not tell you that either. Its written on the coupon as the travel charge is on there in a nice font size not small letters. As I told you the other day I tell all my customers over the phone when booking appointments the same info please feel free to have all your family and friends call company and see how informative I am when booking appointments. There was no agreement on price bc you even state in your last response you stated it was clearly under 6 ft. I did tell you we offer a deep scrub cleaning if needed for $5 to $10 per ft. Do not want to confuse you regarding linear ft. The owner said it was indeed soiled with even some kind of grease from your husbands work. When I told you the owner was going to call you, I need to ask you why did you NOT  feel the need to to talk to him about your concerns when I told you this is alot of he/ she back and forth. Hmmmm.....I never will give any one exact prices over the phone not knowing what material it is and how long it is.  WE have had plenty of customers say a sofa is not over 6 ft. and it ends up being 84 inches ( 7 linear ft)  . or 7 ft and we charge for over 6 ft. You say $300 in today's emails and on Tuesday you said it was 3 times amount of coupon. You keep on saying bottle and shop vac I sent you pictures of pump sprayer and Yes that BIG commercial cleaner as pictured in the last response as well fits in his small vehicle. Have you noticed I have not disagreed with you that he has a small vehicle. His car seats fold down and machine goes inside his small car. And another reason we use portables as I told you over the phone , we do many high rises in Downtown Cleveland and truck mounts can not service them. The company does not own shop vacs. I can certainly send you a picture of his machine inside his vehicle if needed. You obviously needed a better level of cleaning and chose not to. Thanks- *******

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