Complaints

This profile includes complaints for Teasdale Fenton Carpet Cleaning & Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Teasdale Fenton Carpet Cleaning & Restoration

  12145 Centron Pl Cincinnati, OH 45246-1704

  
• 

  Teasdale Fenton Carpet Cleaning & Restoration

  5905 Green Pointe Dr S Ste B Groveport, OH 43125-2007

  
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  Teasdale Fenton Carpet Cleaning & Restoration

  5905 Green Pointe Dr S Ste B Groveport, OH 43125-2007

  
• 

  Teasdale Fenton Carpet Cleaning & Restoration

  5905 Green Pointe Dr S Ste B Groveport, OH 43125-2007

  
• 

  Teasdale Fenton Carpet Cleaning & Restoration

  5905 Green Pointe Dr S Ste B Groveport, OH 43125-2007

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Teasdale Fenton to clean our couch, and the technician came out on October 14, 2024. He asked if we had any stains that he needed to be aware of so he could treat them. I showed him 3 very small and very light stains. We paid $201.38. We were told the couch would be wet for the rest of the day. The next day it had a bad odor, similar to what the old vacuum bags smelled like when they were full of dust and dirt. We waited a couple more days to see if it just needed to dry more and the smell would go away. No such luck. My husband called the company and told them that our couch, which didn’t smell at all initially, now smells like dust. They sent out another technician on 10/24/24. This technician asked us how long the couch was wet after it was initially cleaned, and we told him not until the next day. He told us that what more than likely happened was the technician got it too wet the first time because it should have been dry within 2 hrs. He stated that it might get worse if he was to re-clean it and he suggested that he use a deodorizer on it that would neutralize the dust smell instead of cleaning it for a 2nd time. He said it would be dry in a couple of hours. The next morning the couch was dry, but a sticky substance was all over the couch and the smell was not any better. We called the company and E**** said she would leave a note on either M***** or T***’s “computer screen which would be seen the next morning and one of them would call us back”. No one called. We have called several times since then and we’ve sent 2 emails. No reply. I called today at 11:30 am, and I was told that one of them left for the day and one was on a lunch break. No return call. The initial cleaning was a month ago and no one will contact us to rectify the situation. We have a nice couch that we take very good care of, and I would like this resolved asap. The couch smells so bad that it makes me sick to even sit on it. It’s 4 years old and smells like it’s 40 years old.

  

  Business Response

  Date: 11/13/2024

  i have responded thru e-mail. I would like to setup a day and time to be able to come look at the sofa and see if we can rectify the situation. please see email below: 

  Hello,
  
  My name is T*** P*****, I am the Vice President of Teasdale. I was slightly aware of the situation with the sofa however, I believe there was some miscommunication with my team. I told them to find out a day that I could come out and look at the sofa which unfortunately fell through the cracks. I would like to schedule a date with you where I am able to come look at the sofa and see what is going on and rectify the situation. I am not sure what is causing the sofa to have an odor but I believe I know how to fix it. I have been in the business for over 20 years and getting my eyes on the sofa would be the first step in trying to rectify the situation for you.
  
  Do you have a good time and day that I may come out? I am available this week or Monday afternoon.
  
  Let me know what works best for you and I will make sure to get this taken care of for you. Sorry about the miscommunication and we are here to help.
  
  Thanks,

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10 Sept, an employee from Teasdale Fenton came to my home and cleaned the carpet in several room. In my living room I had an odd discoloration around my larger sofa which I thought my home cleaners caused. TF employee worked very hard and this stain he appeared to have gotten out. However, now it appears to have returned. I called TF to see if they could come out and work some more on this particular area; however, I was told it was past their 10 day repeat service. I was never told they only gave 10 days and would have expected 30 or 60 day guarantee on their work. I would have to pay them full price to come out again. I’m not happy they are unwilling to offer any better guarantee on their service.

  

  Business Response

  Date: 02/18/2025

  *****, I apologize that there was some confusion about our guarantee policy. Teasdale Fenton's policy has remained the same since we opened our business 20 years ago. If the spots come back within 10 days so do we. In your complaint you mentioned that we should guarantee our work for 30-60 days which is a very long time specially when you have animals in the home. When we cleaned for you there were some pet issues present and after 30 days it would be hard to tell if the pet stains in any home were old stains or new ones. This is why we offer a 10 day guarantee, if the spot comes back and it is caused by a cleaning issue the spot will come back within 24-48 hours during the drying process of the carpet. You will not have spots that we get out and then come back weeks or months later. When carpet is drying it dries from the top down which means as the top of the carpet dries it will pull or wick from the bottom of the carpet and if there are stains in the pad this will sometimes cause the spot to come back but again that happens within 24 hours of the carpet cleaning that does not happen 30-60 days after the intial cleaning. This is another reason we offer a 10 day guarantee on our work because if there were issues related to the cleaning you would see them way before the 30 day mark. Also, i have a signed copy of the estimate and if you read your estimate it talks about our 10 day return policy along with our slip and fall policy when you sign your signature. When the technician hands you the phone to sign you have to read through our slip and fall policy as well as our return policy and select next and then you sign. i have the signed estimate which was signed at 3:02pm. Also, i have pictures of the stains in the carpet that you are talking about. we ask our technicians to take before and after pictures of the carpet when they are there and they get uploaded to a customer profile so we can go back and look when issues arise. we have the pictures and you can see that the pet stains in the carpet did not come out all the way on the cleaning, these were not stains that went away and came back these were stains that damaged the carpet due to the high acid content in the urine. The salts,urobla and uric acid in the urine will often times stain the carpet with a brownish or yellow and once this has damaged the carpet we can only help with any bacteria elemination and odor elimination. I have no problem coming back out to re-clean your carpet at a discounted rate however, i can not come back out for free. Our office was correct when they stated you were not within our guarantee window and there are also pet spots in the carpet. if you would like me to come back at a discounted rate please let me know and i will set that up for you. once again i apologize for the inconvenience. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024, the company rep cleaned my tile. As a result the initial crack in the floor was already across the floor. Troy P***** did and disclaimed responsibility but did not explain how the company was not responsible for repair or replacement for a crack that expanded during cleaning. P***** has been unresponsive to my September 2024 two emails. He claims since there was initial crack yet did not address the change in the crack during cleaning as shown by the pic his tech took after cleaning. The pre and post pics show the lengthening of the crack. The pre and post cleaning pics clearly show the growth of the crack after cleaning. I told the tech after the job who said someone would follow up. The company should explain how as a result of their cleaning the crack expanded, which has not been addressed and offer repair or replacement.

  

  Business Response

  Date: 10/30/2024

  Hello *** ****. This is Troy P***** again, We spoke thru email about the crack in your tile and you are correct our technician did come clean your tile and grout floor and thankfully took pictures before and after the cleaning of the floor. The pictures that you see before the cleaning the tile has dirt on the floor. The post pictures show the floor clean and you can see the crack more clearly because the soil has been removed from the floor. Our cleaning did not cause the crack like you initially stated and it has not made the crack larger from cleaning the floor. The crack is the same length and size in both pictures the only difference in the second picture shows the crack in the floor more visable in the before picture because the soil has been removed from the floor so you can see it more clearly in the picture. This is why we have not taken responsibility for the floor. If we would have damaged your floor from the cleaning or even made the crack worse or pulled up tile from the cleaning then we would work with you to fix the issue, we are not repairing the crack in the floor because we did not create the crack in the floor. Imagine your car has a small scratch or scuff and you went to the car wash the car was cleaned and now you could see the scuff more clearly you would not hold the car wash responsible for scratching your car they just cleaned the car and removed the dirt, salt and grime from the car so now you are able to notice the scuff on the car because the soil/dirt was removed. Your flooring is very similiar to the situation described above. 

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Teasdale Fenton came to clean my carpet on 6/20/2024. After the cleaner left, I realized that the grass in my yard had been killed in the area where his truck was. I paid an "environmental fee" for "wate disposal". Either the waste from the cleaning or the chemicals he used were deposited on my lawn, killing the grass. I do not know what chemicals these are, but have children and pets who have been exposed to this. I have tried by telephone at least 3 times to have this rectified, each time being told "supervisor is out of office". I have also sent an email requesting a response.

  

  Business Response

  Date: 07/08/2024

  Hello,

  I would like to start by apologizing for any inconvenience that this may have caused you. I can tell you without doubt that the dead grass was not caused by any chemical or waste being dumped in your yard. We have all green chemicals that are all water based chemicals. I did send someone out to the home to take a look at the grass and we believe it is from the exhaust of the van. This can happen especially with as hot as it has been lately and not a whole lot of rain leading up to this. if the van is parked to close to the edge of the yard this can happen. I am almost positive that you have a reimbursement that is going thru out system as we speak. I am not sure why the communication was broken down but we will get this refund issued and sent out to you as soon as possible. The good news the grass will grow back as it is just burn damage and not chemically damaged. i know thats not a great resolution but i will make sure you get the refund as soon as possible. 

   

  thank you 

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted with Teasdale Fenton (Company) for cleaning of two oriental area rugs. Initial work date 9/11/2023. Problem concerns one 6'x9', 100% wool pile Peshawar rug (s**********)for which we paid $2,300 on 5/16/2010 purchase date. Company was informed of dissatisfaction with the service and removed the rug for a second cleaning/treatment. We were dissatisfied because the rug had changed color (significantly darker) and seemed to be beat up, with damage to the pile. This was not corrected during a second cleaning. My wife contacted Company to express her continued dissatisfaction and the Company their representative ("***) hung the phone up on her. That afternoon, I drove some distance from ****** ** to the Company plant and requested business insurance information. I was told that nobody could talk with me and they would call me. At their request, I provided my contact information so they could, or would, get back with me. To date I have had no response, and the ordeal indicates to me that I should not expect one. I will address the matter of **** treatment and disparaging comments to my wife about the carpet being “filthy,” and accused her of yelling or hollering at people before he hung up on her, in a different forum.

  

  Business Response

  Date: 10/12/2023

  Hello ********

  My name is Troy P****** I am the manager here at teasdale fenton. I apologize for the disconnect. Our area rug employee ** has been out of the office ( his mother passed away ) if you can give me a day or so i will be more than happy to look into this for you and see what we need to do to move forward. I have not currently seen the rug but i would be more than happy to view the rug to see what your talking about and if we need to move ahead furthar together then we can do that together. if you dont mind reaching out to me via email with your contact information i would be more than happy to assist you with this. my e-mail is ************************

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  October 13, 2023 
  BBB 
  1 E. 4th Street Suite 600 
  Cincinnati, OH 45202 
  RE: Complaint #******** 
  

  To Whom It Concerns: 
  

  Please accept this letter in response to your 10/12/23 email requesting additional information concerning the above referenced complaint. 
  

  Has the company addressed the issues of this dispute? NO. My first, last and only personal communication with Teasdale Fenton was on Wednesday October 4, 2023. As mentioned in my complaint, after their representative hung the phone up on my wife, I drove to their Cincinnati business address (a good distance from ****** *** to discuss the problem and gather business insurance information. My wife did have phone conversations with the company to discuss her dissatisfaction with the quality of work they performed (all prompted by her because the company did not call her back as she requested). In her last phone conversation with the company their representative ("C"), made a comment about the carpet being "filthy" and my wife "hollering" at everyone and then hung the phone up on her. I was not listening to the phone conversation but in the next room and can assure you that while my wife was justifiably not happy, but she was NOT hollering at anyone. 
  

  If not, why? That is a question that only Teasdale Fenton representatives can answer. It may have been nice to know why I could not talk to any responsible company representative. 
  

  If an offer of resolution was made, has the company fulfilled the proposed offer? No offer of resolution has been proposed and there has not been any response/communication since I visited the business on October 4, 2023 and at their request left my contact information with the office staff. 
  

  I have spent a career dealing with issues and problems for significant organizations and I can tell you from experience that Teasdale Fenton has some major issues with customer relations, aside from their problems with quality of service. 
  

  Sincerely, 
  
  ******* ** ***** 
  

  
  

   

  

  Business Response

  Date: 10/18/2023

  *******, 

  I was hoping to get an email from you regarding this during my last response. I did not see anything come thru my email but I now have your number from this response. I will reach out to you tomorrow. Today is 10/18/23. I will reach out tomorrow 10/19/23. Look forward to getting this resolved with you. 

   

  Thank you 

  Troy P***** 

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  Re: BBB Complaint#********
  External
  Inbox
  
  
  As you might recall, You advised on 11/2/2023 that you were working"diligently" on the rug issue. I have waited "patiently" with no further communication from you or any representative of Teasdale Fenton since 11/2/2023. Can I assume that your diligence and my patients are waning and other approaches to the resolution may be in order? Please advise.
  
  ** *****
  
  
  

  

  Business Response

  Date: 12/05/2023

  From: Troy P***** <************************>
  Date: Mon, Dec 4, 2023 at 10:16 AM
  Subject: RE: BBB Complaint#********
  To: B*** ***** ******************>, Better Business Bureau <***********************>
  
  
  ****,
  
   
  
  Solution 1 will not work as stated before this particular rug even though being sold at bed, bath and beyond is currently out of stock and I can not get a solid answer from them on when it will be back in stock and I know that you want to get this resolved as soon as possible so waiting for a rug to possible get re-stocked is a non-issue for both parties involved.
  
   
  
  I have received your e-mail and I will take your suggestions into consideration. I would expect something from me no later than by the end of the day tomorrow. I am currently in a meeting as I am typing this but I will work on this today and we will try to get resolution no later than tomorrow.
  
   
  
  Thanks,
  
  Troy

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. While we have had communications my problem/issues have not been resolved or properly addressed. The matter remains open.
  
  Regards,
  
  ******* *****
  

  

  Business Response

  Date: 12/07/2023

  ****,
  
   
  
  I have taken some time to think about the proposed solution and I believe this is fair. I will get you a check cut today for the $1,400 that you proposed.
  
   
  
  Once the check is cut I can either drop it off, you can pick it up or we can mail it out to you whatever you prefer just let me know.
  
   
  
  Thank you,
  
  Troy P*****

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Has not fulfilled transaction, does not follow through with dates, has not replied to messages, have been out of my house for over four months because of this

  

  Business Response

  Date: 04/14/2023

  *******,

  My name is Troy P*****, I am the operations manager with teasdale fenton. I am not aware of your job at the moment but let me look into this and i will get with you as soon as possible to work thru this with you. Please expect a call from my office in the next day or so. I am going to look in our system and try to piece together all of the paperwork we have associated with your account and then i will work with you to get this resolved. 

   

  Thanks,

  Troy P*****

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-2-21 Teasdale Fenton cleaned my ************ linen Double Sofa - the cleaning left discoloration marks on the sofa so I called and on 5-10-21 employee #2 came to reclean the sofa and HE REFUSED TO EVEN TOUCH IT!!! - he looked at all the stains, said it was cleaned with the wrong product and he didn't want to be involved with the problem so, he left without doing a thing - then the "more experienced" Troy came and cleaned it on 5-16-21 to get rid of the stains but the entire couch became discolored from his cleaning job - Finally, Troy and owner Jim O******* came to look at my sofa - they brought a special hand held lighting device which accentuated the staining and we all agreed their company, Teasdale Fenton, was responsible for the damage - my girlfriend asked them what could have caused such terrible discoloring and they said it stayed wet for too long - that's because it's linen and should have been dry cleaned - I told O******* I was sorry it happened because it's a very expensive couch to replace but "I'm sure your insurance will take care of it" - and THEN O******* LIED and said "I DON'T HAVE INSURANCE" - O******* PLAYED THIS DISHONESTY CARD FOR 5 MONTHS!!!!! until I emailed him in early November accusing him of lying and on 11-7-21 he finally relented and emailed me that he had insurance and gave me the name and phone # of the adjuster at Selective Ins. - but, I'm sure you can imagine what happened : O******* LIED TO THE ADJUSTER AND TOLD HER HIS COMPANY DID NOT DAMAGE MY SOFA - the insurance company won't send an adjuster to look at the sofa, will provide no coverage and advised me to (prediction come true) take Teasdale to Small Claims Court - why, you ask - ordering a new ************ sofa will cost between $15,000 - $20,000 - so, he and his insurance company are trying to wear me down and hope I'll do Small Claims where your maximum award is $6,000 - so, be prepared when you talk to O******* - HE IS A LIAR

  

  Business Response

  Date: 01/10/2023

  We did in fact clean a sofa for *** ***** and he had called into our office and requested a re-cleaning at that time we sent 
  another technician out to the home and that technician was a newer technician not familiar with textiles so he did not touch 
  the sofa because he was not 100% sure what *** ***** wanted us to do with the sofa. At this time Troy did get involved and go 
  look at the sofa and during that meeting Troy Scheduled another tech to go out and do a dry cleaning on the sofa. After that 
  cleaning the customer was still not happy with his sofa so Troy got Jim O******* the owner of the company involved, and they went 
  out together to look at the sofa. During that visit Jim and Troy looked at the sofa and there were no visible spots that were 
  caused by the cleaning from our technicians however, due to *** ******* brash attitude and previous encounters with our 
  technicians we knew that he was not going to be reasonable, and we would probably not be able to come to a conclusion with him. 
  We told *** ***** that we would figure out a claim price and we would get back with him shortly. At that time *** ***** said he
  was going on vacation and he would get with us when he returned from vacation. We Never received a call back from him within that 
  time. About 5 months later he started calling our office multiple times a day and Jim called *** ***** back and he didn't answer 
  the phone. We left *** ***** a voicemail and we told him that we would get a price together for him and get back with him the 
  following day, before we had a chance to get back with *** ***** he sent an email and threatened us basically saying if we didn't
  give him what he wanted he would get online and damage our reputation. At that time Jim called him and told him that we didn't 
  appreciate being threatened and we were going to turn over to the insurance company and let them handle it as we didn't believe
  there would be a fair conclusion made if we tried to settle with him as he was already making claims that he wanted more money
  than what his sofa was worth. He was quoting prices for sofa's that were not the same dimensions as his as well as pricing
  leather sofa's when he was linen. We made an insurance claim and the insurance company got involved and after consideration 
  denied *** ******* claim as there was no damage caused by our company. I would also like to state that we never told him 
  that we didn't have insurance we told him if there was a claim, we would handle it directly with him and also, we asked him for a
  receipt of purchase for the sofa which he does not have as the sofa was left at the home when he purchased it. This is very 
  similar to buying a new car, after 10 years the value of the car is considerably less than the purchase price and it does not 
  seem that *** ***** understands depreciation. Teasdale Fenton nor Jim O******* controls the insurance company or what their 
  deciding factors are. 

  Customer Answer

  Date: 01/18/2023

  The Teasdale Fenton response is just full of more lies and nonsense - sentence 1 says I called to schedule a recleaning of my sofa because of discoloration stains caused by the first cleaning (true) then, later in the same sentence, they claim it was unclear to the second technician employee what I wanted done with the sofa - let me state the obvious : I wanted the sofa cleaned again to, hopefully, get rid of the discoloration marks left by the first technician employee - the first sentence also claims that, after the company received my call for a second cleaning, they sent an employee who didn't have experience with textiles - that is completely bizarre - does anyone believe that?!! - listen, the second employee wouldn't touch the couch because it was cleaned improperly the first time and he didn't want any part in getting the blame - by coincidence, I've run into a friend who told me owner, Jim O*******, charges employees who make mistakes by deducting the cost of a mistake out of their paycheck - so, no wonder employee technician two wouldn't touch the sofa
  
  In sentence 2, they claim that senior management employee Troy came to my house to inspect the sofa and scheduled a new employee to come and dry clean the sofa - EXACTLY TRUE!!! - it's a linen sofa and the first employee cleaned it with the wrong product as stated by the second employee who wouldn't touch the sofa for fear of getting eventual company losses deducted from his paycheck - Also, when Troy viewed the sofa, the first thing he did was point out the stain on the arm rest that he claimed was caused "by people resting their heads there" - we, I had a witness with me, immediately corrected him because that was one of the stains left by the first cleaning and we weren't going to tolerate any employee of the company changing the facts of what happened during the first cleaning - 
  
  Sentence 4 is just another dishonest compilation of lies and dishonesty - once again, I had a witness with me to observe the entire meeting - the second cleaning left discoloration stains throughout the entire sofa - O******* and Troy brought a special, hand held lamp with them that accentuated the discoloration - my witness asked owner, O*******, "how could so much damage like this be done?" and he answered "the linen material was allowed to stay wet for too long" - O******* and Troy walked back and forth for 10-15 minutes looking at the sofa and finally I spoke up saying "I'm sorry for this mistake being made because these kind of sofas are very expensive to replace but I'm sure your insurance company will take care of the cost" - THEN THE LIEING AND DISHONESTY STARTED - owner, O******* looked right at me and my witness and said "WE, (the company), DON'T HAVE INSURANCE" - it's worth repeating - O******* JUST FLAT OUT LIED by CLAIMING THERE WAS NO INSURANCE TO COVER THEIR MISTAKE - the rest of that sentence, claiming I was disrespectful to their employees, is nothing but another lie and a cheap CYA attempt 
  
  The remainder of O********* response to my complaint is what you would expect from someone who is O********* age and incredibly guilty of lying to and about a customer - he lies again claiming he didn't tell me and my witness that the company didn't have insurance - he lies by claiming I sent him threatening emails about disparaging their reputation - he lies about me trying to get more money than the sofa is worth (I have emails from the ************ company with cost estimates for replacing the sofa) - I have sent all the emails to the BBB for them to review - I sent O******* emails on November 2nd and 3rd asking him to make me an offer to settle this complaint and saying I didn't believe he had no insurance - he never made an offer and, only then, did he finally admit that he had insurance and gave me the adjuster's name and contact information - during my second call to the adjuster, she told me O******* told her YET ANOTHER LIE - THAT HIS COMPANY DIDN'T CAUSE ANY DAMAGE TO MY SOFA - then, the adjuster told me I WOULD HAVE TO TAKE THE OWNER TO SMALL CLAIMS COURT!!! to recover any damages!!
  
  This should all be easy - a reputable company would admit their mistake, apologize and cover the cost of replacing the sofa - unfortunately, we must see that Teasdale Fenton is a disreputable company led by a completely dishonest owner named Jim O******* - it is now about 8 months of being put through this hassle by completely dishonest owner, Jim O******* - please use a different company for these services - hopefully, the BBB will sanction this company in an equivalent way that they have treated me
  

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Teasdale Fenton carpet cleaning about two area rugs that I wanted to get cleaned. I specifically told them that the rugs smelled and I wanted to make sure before I had them cleaned that they could remove the smell. I told them I had two 8x10 feet rugs one was wool and the other synthetic, the lady on the phone assured me that they could get the smell out of the rugs and that there was a two for one special on area rug cleaning, she quoted me a price of 250.00 over the phone. The man who picked them up said he could smell the odor on the rugs and I asked him if it could be removed, he said they could use a special enzyme and it would get the smell out no problem. He then told me it would be one hundred dollars more for the enzyme treatment. I agreed to the enzyme treatment and he took the rugs. The rugs were dropped off after being cleaned, the date of the invoice is 10/21/22, and the cost was $377.29. I put the rugs back in the house and about four days later the wool rug had that same odor again. I called and asked for a refund and the person told me that the manager would have to call me back, this was on a Saturday. I hadn’t received a call by Thursday so I called back and again was told that a manager would have to call me back. The manager called me back that afternoon and told me that the glue and fibers that the rug was made from can cause an odor and he offered to re-clean the rug. As soon as he picked it up the next day he called me at work to tell me it was the way the rug was made that it was cheap and he didn’t want to get it wet because it might fall apart, so I asked him how he cleaned it the first time? Didn’t he get it wet then? I also asked why his staff would assure me that they could get an odor out of a wool rug when after his explanations he basically told me that all wool rugs have an odor, he called it out gassing. I would like a refund because they assured me they could remove the odor and weren’t able to do so.

  

  Business Response

  Date: 12/02/2022

  *****, Monday morning we will issue a full refund for your area rug cleaning. Sorry for any inconvenience this may have caused you.