Complaints

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First transaction was in Sep 2023. The company came and cleaned the basement carpet after a storm outage caused the sump pump to not work. The charge at that time was $209. At this time, the carpet was wet, dirty and had mold/mildew odor.The second transaction was in Dec 2023. The same issue occurred and they came to perform the same service. Despite what the company states, the circumstances and needs were the same both times. Wet, dirty carpet and mold/mildew odor. Yet this time, they added a "Special chemical" which they either can't or won't state how much they used. The charge this time was over $700. This chemical did not take care of the issue as the odor it was supposed to address returned the following day.The company also did not leave any "air movers" as the state they did.My mother has paid roughly 1/3 of the "billed" amount once the visit in December was completed which the payment term was offered by ********************** sent another technician on Jan 5th to clean the stains that were not removed on the visit in Dec. This technician stated that he is their "commercial tech" and is called in to fix residential issues. He further stated the visit in Dec was not performed correctly and the we should make a complaint to the owner *****. We have never been contacted by the owner, just the Ops Manager, *****, who is also the one that sold the job.We would simply like the company to cancel the remaining balance they show as due and to put this issue behind us.

  

  Business response

  01/19/2024

  We accept the terms of the settlement agreement.

  The desired settlement amount says $200.00.

  We showed $290 as the remaining balance and we agree to wipe that away.

  I also acknowledge that as a company we could have done a better job communicating.

  Please accept our apology.

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

  Customer response

  01/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The total billed was $790.  My mother paid $200 by check.  That left $590 or 2 payments of $295 due Feb 12th and Mar 12th in accordance with what ***** originally told my mother.  The business stated they would accept the offer of $200 and wipe the remaining balance.  Yet they charged my mothers credit card $295 the same day as agreeing to the offer.  *********** ran the Feb payment early and then agreed to "wipe the remaining balance due" to make it appear they were complying with the request to wipe the remaining balance due.  That is not in the spirit of what was being asked.  They are manipulating the circumstances to try and save face on this public platform and still get every dollar they can.  ************ is not honest nor trustworthy in their business dealings.
  
  Regards,
  
  *************************
  
  
  
  

  
  

  

  Business response

  01/23/2024

  The payment plan was structured for 3 payments.

  Day of the cleaning on Dec 12th, $295 Jan 12th and $295 Feb 12th.

  Either way, I will refund the $295.00 that was billed and posted recently and will consider this resolved.

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********.  Though the offer does suggest acceptance of our requested resolution on the part of ChemDry of Richmond, we have yet to receive the indicated refund of $295 that was charged to my mother's credit card.  Until this refund is processed, we will not consider this matter resolved.  The longer it takes to process the refund, interest may start to be assessed on the amount charged.  If we do not hear back in the next day or two, we will consider this to be a fraudulent charge and notify the credit card company as such.  There was no communication as to a different form of refund, so the expectation on our part has been that the charge to the credit card would be refunded to the card.  We realize this can take a few days for the banks to process.  The response from ChemDry was made on the 23rd of Jan.  If a refund was issued on the 23rd, we would have expected to see it processed or at least show as a pending credit by now.
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  01/30/2024

  Chem Dry of Richmond

  2361 ************

  STE B

  *********, ** 23146

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

  1/29/2024 9:35:26 AM

  ====REFUND====

  Reference Number: 569007826

  Total: $295.00

  Transaction Type: Refund

  Transaction Status:Settled-283

  Card Brand:

  Visa

  Card Number:

  xxXXxXxXXXXx1204

  Entry Method:

  Keyed

  Approval Code:

  058123

  Approval Message: APPROVAL 058123

   

  This was processed 1/29/24.

  Depending on the bank, it may post immediately, or it may take a few days.

  Customer response

  02/06/2024

  Better Business Bureau:
  
  In reference to complaint ID ********, the refund has been received and I consider this complaint resolved.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  S. from ChemDry came to my property to assess if stains could be removed from the carpet. I told him at the time that I wanted an assessment because if f the stains could not be removed I would replace the carpet. He confidently told me that it could be done and took my money only to leave the stains in the carpet. When I called to ask for reimbursement he lied about what he initially told me about cleaning the carpet and hung up on me.

  

  Business response

  12/06/2023

  On or about Nov 17th ******************** called to speak to someone about a rental property that had some pet damage.
  She had asked for an in-home estimate.
  I had asked for her to meet me there for the inspection.
  Instead of showing up to the inspection she sent her property manager and stated that he would be able to handle it.
  I showed up in the afternoon that day and inspected with *** (I believe his name was).
  During the inspection, we noticed furniture stains caused by an animal urinating on it.
  I explained that we had many products to try and help these and felt confident that we could make it look better,
  But there was no way for me to guarantee that every spot would come out.
  The carpet was many years old and had hundreds of pet stains.
  I did say that we will do everything we can to make the carpets look as good as possible.
  After the initial cleaning she called me the next day and she said her husband visited the house and some of the spots didnt come out all the way.
  I was traveling at the time but I did say I wanted to check the techs note and  would get a crew back out there to try and again and see if they can make it better.
  The tech arrived as scheduled and made many attempts to the level of getting on his hands and knees and tried to scrub them out all by hand.
  On both visits, the technicians did note that there were some permanent spots.
  On the initial cleaning neither the homeowner or property manager were present to witness the cleaning or do a final walk through.
  
  On the 2nd visit someone who represented the owner did show near the end of the cleaning and witnessed the effort for themselves.
  We were then able to do a walk through and point out what we couldnt get out all the way.
  The representative was very thankful and understanding at that time and thanked us very much for our effort.
  
  I believe the afternoon of the 2nd attempt is when ******************** called me and stated her concerns of all the spots not coming all the way out.
  We communicated that some of the spots were permanent to her and her representatives in person that day and in our notes on both visits.
  
  I believe had ******************** been at the initial inspection, 1st cleaning or 2nd cleaning she would have been witness to just how hard we worked on that carpet and this would not be an issue.
  
  *************************** 12/6/23

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 12/9/22 (work: cleaning of 3 carpeted rooms)12/9/22 - Technician from Chem-Dry of Richmond, came to my residence (417 ********** **********, ** *****) to clean 3 rooms of carpet (1st flr. family rm, 2 3rd floor bedrooms). During performing the carpet cleaning, technician moved 3 pieces of furniture in my 1st flr. family room (leather ************* leather ottoman). Once the tech. completed cleaning the carpet and moved the furniture back after, he noticed that the carpet had become stained where the legs contacted the freshly cleaned carpet. I was present in the room and observed the stains (sample photos of stained carpet attached aprox. 12 stains. Can provide additional photos). Note: family room carpet had no stain damage until the tech. moved and placed the furniture on the wet newly cleaned carpet. Upon noticing the stains, the tech. apologized and acknowledged that he should not have moved the furniture during his cleaning. He attempted to use stain remover to correct the issue but was unsuccessful. He contacted the office to be advised on what to do and was advised not to charge me for the cleaning. Tech said that someone would contact me about what could be done to resolve the damage to my family room carpet. I was never contacted. After several follow *** (calls/email) initiated by me, I was informed that ***** would come by my residence to attempt to resolve the stain issue.1/5/23 - ***** (Chem-Dry of Richmond) arrived at my house and attempted to resolve the stain issue. However, he was unable to. He again apologized and said *************************** (Mgr.) or *********************** (Owner) would call me.1/9/23 *************************** called and denied any responsibility by Chem -Dry for the stains on my Family Room carpet. When I stated the stains did not previously exist and resulted from the technician's actions, he denied responsibility and state he did not know what caused the stains.

  

  Business response

  02/14/2023

  After speaking to ******************, I do acknowledge that we moved the furniture at his request.  As ****************** was made aware by signing the Invoice that preexisting conditions cannot always be seen by the naked eye.  Therefore, neither Mr. ******* or any Chem-Dry employee could have anticipated that brown stained furniture legs would produce BLUE stains.  There was something blue that was preexisting on the bottom of the furniture, that caused these stains to appear.  This is why we make the customer aware that preexisting conditions may happen, and this is why we are not responsible for the damage.

  See our disclaimers attached.

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

   

  Customer response

  02/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr. *************; characterization of the sequence of events are inaccurate. I did not at any point request or give a directive to the ChemDry of Richmond Technician, who cleaned my carpet, to move the furniture in my Family Room. The furniture was moved by the employee at his own discretion. There were no preexisting conditions on my carpet or my furniture (i.e. no existing carpet colored stains, no attachments to the furniture legs). As I shared in my original complaint, the strains resulted from independent actions of the ChemDry of Richmond employee who cleaned the carpet and moved the furniture. Therefore, I reaffirm my claim that the damages were due to the employees independent actions and negligence. Thus, I assert that ChemDry of Richmond is liable for the damaged carpet.     
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  02/27/2023

  We are sorry that brown stained furniture legs left a blue stain.  This happens when an unknown pre existing condition is present.  We did not charge ****************** for the service.  We also returned to try to treat the stains.  

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

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ********************** speculation that there may have been some unknown pre-existing condition is groundless. As previously stated,there were no pre-existing conditions on my carpet or my furniture  (i.e.no existing carpet colored stains, no attachments to the furniture legs). ChemDry of Richmonds decision to not charge me for carpet cleaning services rendered, due to a service quality issue, does not relinquish them of liability for damages to my carpet resulting from the independent action of their employee. Thus, my position remains unchanged. To restate for the record, the damages, previously described in this complaint, were due to the employees independent actions and negligence. As a result, I assert that ChemDry of Richmond is liable for the damaged carpet. 
  Regards,
  
  *************************
  
  
  
  
  

*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. ↩