Complaints

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• Initial Complaint

  Date:11/13/2023

  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.

  11/10/2023, 4:00, 3712 Yale Ave.
  
  The tech arrived and said my couch was very clean and asked why I called. I explained I wanted to get the dust out and he understood. I work from home and was present for the FULL "service" which took 15 minutes. I took my lamps down (as instructed) so the tech worked in the dark and used a white washcloth to wipe my sofa, he may have sprayed something in a bottle 5 or 6 times. When he said he was done I protested that he didn't use any equipment, I wasn't happy, this was not what I expected, and I would have never booked a service if this was what was provided.
  
  I asked he show me the white washcloth, which remained totally white, with no spots, and he responded "the magic was in the special cloth"... (huh?) I asked he call his supervisor and re-explained 3 times I would have never booked the service if I had known it was a spot-clean with a "magic cloth", not a "zero rez" upholstery cleaning... He stepped out and called his Supervisor (twice I believe?) and agreed my couch didn't need to be cleaned, but he had to keep the booking. Both times he reported I had to pay the invoice unless I could provide HIM "an invoice" that I did not order a spot cleaning. (Huh?...) I showed him my text confirmation which he did not understand. I asked him if this was a scam and he seemed to almost agree with me... I explained I would pay the invoice but would be filling a BBB complaint and the tech said he understood.

  Business Response

  Date: 11/18/2023

  I reached out to chris on Tuesday, I reached his voicemail and left my contact to reach back out to me so that we can work to a solution. As of today Saturday November 18th he has not called me back. That being said at the time of the cleaning the only complaint that was made was about price which was discussed prior to the cleaning. Robert called Jacob our leader tech and at that time a discount was applied too his service. At no point was there a complaint about the service. 

  Customer Answer

  Date: 11/20/2023

   I am rejecting this response because I fully disagree that there was no dispute of services before being told the job was done.  I communicated this throughout the "spot-cleaning", which is not what I was expecting (from the services you advertise), nor do I believe was the service was effective in removing the dust from my cushions, which is what I told the tech was my goal the moment he walked in the door.  He said I would be "very happy" if I let him complete the service.  

  My spouse works from home as well and heard all of this and can verify I said on multiple occasions as he was wiping my couch with a cloth "if I had know this is what I would get, I would never have booked this."   Please verify this with your technician as he will (should) confirm I said this multiple times, as well as me confirming that I was not blaming him if he was only doing what his boss told him to do, but, nonetheless, was not happy. 

  The dispute about the price or a discount arose after he finished the job and he quoted me "$125".  When I explained I needed an invoice to follow-up to dispute the charges (as he confirmed I should do) he returned from his truck and explained he quoted me the old price (which did not include the service fee), so it would be $140.  -It was at this time I asked he confirm this with his boss I was being charged for a full service, knowing I was not happy, disagreed any service of value was performed, and it was at this time he stepped out to call his supervisor.   I did not hear the conversation he had but he returned saying I should pay in full.  

  I again am requesting a refund as no service of value was performed. I was upfront when he arrived why I booked the services, was honest as the services were being performed that what he was doing is not what I expected nor wanted, and was unhappy no ZeroRez equipment was be used. 

  Sincerely,
  Christopher G******

  Business Response

  Date: 11/21/2023

  When I reached out to follow up in regards to this it was to establish 2 things. The first thing was to fully understand your side. While I have received your comments as well as the notes here, a verbal conversation will answer questions from both ends. the second part was to establish a time for me to personally inspect the areas prior to issuing a refund. This is our company policy too ensure we could address any issues and a opportunity to resolve said issue.