Business ProfileforSteam Master Services, LLC

I was given a quote online without ever talking with someone at Steam Master Services. They texted me a quote. I texted them asking if they have a guarantee on their work. I texted him a link to see our house and carpet online. After texting back and forth and reading all of Allan's misspelled words, I called and talked to Allan. I introduced myself. I said we don't have any stains anywhere on our carpet. The carpet is 6 years old. We don't have any carpet smells or stains from previous urine or poop or anything. Our house slightly smells like pets played outside and came in the house and the house was not aired out, that's all. We guess that any smells in the air settled in the carpet. So we would like the carpet cleaned for that reason.
After being on the phone for like 3 minutes discussing our carpet cleaning need, here's exactly what Allan said to me next ... " well I'm Allan the owner of the company. I have a concern when a customer asks if we guarantee our work. I've been burned before in the past and I will not have my guys bust their butts for 2 hours cleaning your carpet and then you come home and say something's not clean and we have to come back out to do a service call for free. So what we can do is clean a strip of carpet while you're there and if you're satisfied, then you can pay us CASH up front and then we will clean the rest of your carpet. Now if that sounds ok with you we can move forward or you can find yourself another carpet cleaning company". So let me get this straight, now I'm a "MUST PAY CASH UP FRONT" customer Allan? I listened to this man talk for 3 straight minutes non stop and uninterrupted and until he was done saying all that he wanted to say. I don't yell, cuss or call names. Then told Allan that he has my name and number and he can ****** it to see who he's talking to. Then Allan cut me off and said "sir you need to find another company". I posted a review and photos of our texts on ******.

**. ******, it is unfortunate how you perceived the content of our conversation but you must clearly illustrate all which occurred for individuals who will see this review, to gain a better perspective as to what transpired.

First, as per the quote online without speaking to someone, we utilize a platform called (********* ***) which displays our pricing per service, establishes the overall cost (estimate), and aids in scheduling our customers for their desired day of execution. This places everything out front with no surprises and helps in stream-lining the operation. Many of our customers utilized this platform with ease and this you did knowingly by scheduling a date on 28 June for various services.

Second, per the guarantee regarding our work, I explained we do guarantee our work; however, it depends on the current condition of the carpet; especially if pets have been involved and any other stains which may be present. Not all stains can be dislodged from the fibers of the carpet, largely due to type of stain, length of setting time, and previous attempts to clean which could have damage the carpets structure; hence, why I requested photos be sent since no one resides in the premises. This would have helped to determine the current condition of the carpet which can not be accomplished by seeing old pictures of the home via. ******, especially since you were requesting a need for carpet repair too. Yes, I did say we could clean an area of the carpet and if you were satisfied, we can proceed, this is referred to as a (Test Clean). This helps you as the customer to see what the results would be ahead of time and aids in your
decision making while establishing expectations.

Third, there is no denying I requested payment up front, especially since you do not reside in the local area and requested hundreds of dollars worth of services. This is typical operating procedure our business and as a business, we have that prerogative to do such but never once did I say anything about CASH only. Hope you were not offended by this request but this is our normal protocol.

Lastly, referring to our conversation; like all of our customers, I and my staff hold all our clients in the highest regard. We have and will continue to always bend over backwards to help and come up with solutions, which was clearly presented to you. Sorry you had a bad experience but believe you just did not hear what you wanted and that was evident at the end of our conversation, with you name calling. Sir, respect goes both ways and that is why I thought it would be in the best interest for you to find another company. Wish we could have helped you with your carpet cleaning/repair needs but hold no ill will.