Complaint: The man who came to clean my drapes on January 3, 2014 was not satisfactory. After signing a release form, I found a some areas that he neglected to clean. He had to be told a number of time to replace the furniture that he had moved because he neglected to put things back where he found them. He also spent a great deal of time on the phone and kept me waiting far longer than anticipated in order to finish the job.
Product_Or_Service: drapery & sofa cleaning
Initial Business Response
Contact Name and Title: Paul Freeman/Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ********************@gmail.com
Ms. ****** originally called to have some drapes and a sofa cleaned in her home. It was going to be a lot of work and cost a lot of money. I wanted to come out and meet with her to quote her firm, but she refused and insisted that I "ballpark" her over phone. So I did, and did the best I could, based on the info I got from her. I think that was issue #1. The cost exceeded what I had quoted her over the phone. To be honest (because I have been in this business for 23 years) I think the entire complaint was designed to get money off her bill. I know there were some things that *** did wrong, but they weren't anything that we couldn't have taken care of if we were dealing with a more reasonable customer.
So I sent my tech ***, who has been in the carpet cleaning business since 1996 to her home to do the work. He recently came back to work for me as he had been gone for about 2-1/2 years working for another company. He was with me for 3-years before that. He is an excellent carpet tech and there isn't much he can't do.
As far as the issue of him being on his phone, that was explained to Ms ******. His wife had his phone because the ringer didn't work and he couldn't hear when someone was calling him, so she was getting it replaced for him, and *** had her phone, and he was being interrupted by people that were trying to get a hold of her.
She didn't sign a release form. She simply signed our invoice agreeing to the quote that she was given once *** got there and did the walk through with her. All of our customers sign our invoice both before and after the work is done. She did note near her signature that she wasn't happy that the drapes couldn't be steam cleaned, but no company steam cleans drapes. They are always dry cleaned while hanging. I told her that on the phone the first day we spoke.
And *** did move a couple pieces of furniture back and forth in order to get to the drapes. He didn't put one piece back exactly where it was and she could see the indentations on the rug where it had been sitting originally, so she complained about that. Now *** should have put the furniture back in place properly and we agreed on that.
The worst thing he did was he slid a hutch of some kind away from the wall to gain access to the drapes and she said he scratched her wood floor. I went out to meet with her within a day or two and the first thing she did was hand me a long list of all these things *** did wrong. I looked at the floor and fortunately it wasn't scratched, it just had small, barely noticeable scuff marks from the little plastic feet that were nailed to the bottom of each leg. Again, *** was wrong and we also agreed on that. And one other note, after I got there, and walked through with her I noticed that everything *** had cleaned looked really nice. The overall result of his work was good, but for her, getting there seemed to be the problem.
So by the time I left she was asking me how much money I was going to give her off her **** for her anxiety. I told her that our policy is to make the job right at no cost to the customer, and that I couldn't put a dollar amount on her anxiety. This is what makes me think that she was just looking for a smaller ****.
So I think the day I came out was a Thursday or Friday and I told her I would have a company that we deal with come out to touch up the scuff marks on the floor and to please give me until Monday or Tuesday of the next to week to arrange that, and she agreed. Now, late (around midnight) that Saturday I received a call from one of my older brothers from the east coast and he told me my other older brother had passed **** from cancer. He had been in the hospital for several weeks.
So that Monday I made arrangements for a flight out of town and was going to be gone all week. As part of my planning to be gone, I got with **** **** (one of our top guys) and asked him to handle the wood floor repair in my absence. I would like to mention that even though my brother had just died, and I had to leave town in a hurry, I made sure that Ms ****** was not forgotten.
I flew out on Tuesday and **** went to see Ms ****** the same day. I didn't know **** was going to try and remedy the floor himself, but he did. She called him the next day, Wednesday, and left him a voice mail saying that she still wasn't happy, and that it looked ok the day he did it, but not after the finish dried. She had also asked **** for 1/2 of her money back. He told her it was not up to him.
When I got back into town I called her to follow up with her, and at that point she didn't want us to bother with the floor even though I suggested going back to plan A and let me get an actual flooring company out there to fix it once and for all. She refused, so at this point I felt like there was nothing else I could do, so I talked to the owner and I suggested giving her $200.00 back so she could get the floor worked on by another company of her choosing. The guy I know was going to charge us around $150.00, so I felt $200 would suffice.
She agreed to the $200, and I asked her to send us a letter stating that she would be ok with the refund and exempting us from any further wood floor issues. We received the letter a week or so later and I put a check in the mail to her within 2-days after that. The check we sent has since cleared our account.
As far as TLC Carpet Cleaning is concerned, this matter has been handled and closed. Thank you for taking the time to read this response.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
His response was not really accurate since I had to clean up after their technician when he left since he did not even bother to dust the top of the cornice boards. However, if he had not left dark marks on my floor because he failed to use gliders for the furniture he moved, I would have let this go. In the end, I agreed to have my own man repair the floor if they would pay for it.
Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.