Complaint Company was suppose to test a small are of the tile in our basement. Instead did whole area and spread stain making it worse. Our family just bought a home in Stillwater, MN and moved here March 26th, 2013. Found professional carpet cleaning co. online with guarantee of serv./BBB rating. Paid $848 -empty house carpet cleaning/upstairs tile cleaning. Company was asked to do tile in basement on initial visit but they couldn't - didn't have the supplies. Due to persistant odor in basement carpet, company had to come back out and reclean the basement carpet. At the second visit company owner (***) arranged for his guys to do a small area cleaning test on the tile in the basement, with concern that it may not come out. Instead, the guys did the full rectangular stained area (size of standard treadmill) and spread the stain further out - leaving circular markings out half way across the room. Basement carpet still had bad odor. Called owner (***) and was told to wait a few days to see if smell would improve. Also, reported to him what the guys did to the tile in the basement. *** stated that they would come out and finesse the tile area so it would be less noticeable and reclean the carpet if needed -customer satisfaction guaranteed. Today called *** back to let him know the smell was still persistent. We talked about options of pulling carpet up/cleaning both sides of carpet/replacing pad/cleaning cement with 10%bleach +/- kilz. verses replacing carpet new. I then reminded him of the basement tile issue - he then went on to say that they probably couldn't do anything else and since we didn't pay for that cleaning nothing would be done to improve/finesse the appearance. I reminded him that he told me when they came back out they were going to try to finesse the tile and again he declined offering fixing the appearance. We just spent $848 to have our house carpet/tile cleaned and are left with smelly carpet downstairs and a spread tile stain across half the room with visible circular markings. No we are not satisfied!
Original carpet cleaning/tile cleaning - March 28th. Second visit with reclean of basement carpet and basement tile test - April 9th. Called him back April 10th to let him know about the persistant smell in basement and the worsened tile stain. Today is April 19th.
Desired Settlement For company to come back out and improve tile appearance with the best of their efforts and offer better carpet cleaning option for pet odor in basement carpet. If they can't properly clean that area of carpet to refund us for that portion. We could have paid a cheaper company less but instead we paid professional carpet cleaning co more ($848 - knowing this was a high price) because we trusted them.
Business' Initial Response We understand that some stains and odors may require more than one visit to properly treat, and we are willing to revisit. Professional Carpet & Upholstery Cleaning would like to return to the Stillwater property as earlier agreed with the customer - the appointment date had been scheduled for Wednesday April 24, 2013 at 7:30am. This appointment would include time to assess the carpet odor by inspecting the pad and floor (to determine whether an additional cleaning or pad replacement or other techniques may be most productive to remove the odor); and to evaluate the tile spot for retreatment if necessary. If this appointment and follow-up is not agreeable to the customer, we are willing to reschedule the appointment or proceed with the recommended BBB process, as per our discussion.
Consumer's Final Response We did not want to argue anymore and settled with what the company wanted to do. They charge a min. of 195.00 to come out to a home. We split the difference for them to clean the tile. So, we paid 97.50 for something we should have got for free... They said they were going to test a small area to make sure it worked before they did the whole stain. When they did the whole stain instead, it made things much worst. Anyway, we paid 97.50 for them to do the whole tile.
Thank you for trying to help us out.
Business' Final Response (The consumer indicated he/she ACCEPTED the response from the business.)
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Minnesota and North Dakota. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Professional Carpet & Upholstery Cleaners, Inc. is in this range.
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