ComplaintsforEco Clean Carpet and Tile Care

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had two carpets cleaned by Eco Clean carpet and tile care on December 22, 2022, the service was completed around noon that day. I mentioned to the technician when he was finished that the carpets seemed really wet compared to several other times this same company had cleaned them. He told me he did a little extra work on them and keep the ceiling fans on and the heater below ******************************** 8 to 24 hours **** he then left. On December 24, 2022 the carpets were still wet so I called the office around noon and spoke with a lady and told her the carpets are still wet. She responded the same, that he probably did some extra work and to keep fans on and not to turn the heat up past 75 or so to prevent mildew from forming, I said ok and did just that. Sunday was Christmas and Monday I left out of town for work to return Tuesday night and discovered the hardwood flooring beneath one of the carpets they cleaned was buckled approximately 2" high that is caused me to trip when I walk into the room. I was shocked. I called the carpet company first thing Wednesday morning to report the damage, they sent out the same technician that same day to extract as much water as he could again. The employee ******** admitted to me that the buckle definetely was not there when he cleaned the carpets two days before. Then the owner ************************* called that afternoon to speak about what the remedy would be. I told him I want to pull the carpet back to see how bad the damage is and see if he would like to be there, he said yes he would send out someone on Thursday the 29th. Two guys came out, we pulled back the carpet, the hardwood floor and the carpet pad were wet to the touch 7 days after the work was performed. I have pictures to show moisture meter reading at the wood flooring for documentation. Since then the owner has seen the extent of damage he had told me via text and phone that he is not responsible. My carpet and floors are now ruined.

  Business response

  01/18/2023

  Tell To whom it may concern, 
  
  
  This is a response to complaint ID ********, ****************************** 
  
  
  Upon arriving at ********************** house, the technician completed a walk-through and recommended a deep cleaning package that would remove heavy traffic lane issues. ****************** declined and asked for the special he saw advertised for repeat customers. This price was $79 total for the entire home for a light cleaning. We offer this price for customers that have used us within a 6-month period, and most customers use this special every month or every other month. ***************************** used this hi frequency cleaning even though it had been almost a year since our last cleaning. We declined any warranty and let him know the real expectations of the job. He signed the warranty declined section, and we just tried to make the customer happy if you will. 
  The next morning, less than 24 hours after the service was completed, ******* called the office complaining about wet carpets. We explained that we had to work at the carpets more than normal due to heavy traffic lanes, because he did not purchase the recommended package. With heavy scrubbing and trying to please the customer we had to go over those areas multiple times. The drying process would be at least 24 hours. If we used stronger chemicals as the recommended package offered, we would have been able to clean the carpets with far less moisture and steam. The chemicals have a strong effect on heavily soiled carpets, and let us clean using 1 stroke methods for the lowest amount of steam possible. 
  Nearly 1 week later **************** calls back and says he has wet carpet problems. He told me that he has a new job and he's the insurance person for a carpet company. He used a moisture measuring tool and sent us a picture of a wet carpet area. W explained the area was heavily soiled and required a much deeper cleaning, but we gave it our absolute best to make him happy. 
  ******* then stated if we just would spend around $1000 dollars, we could finish this problem and he would be happy. I Let ******* know that we would be happy to help him pull the carpet back and bring a blower system to rapidly dry the carpets. I also offered a backpack sprayer using Microban to help with any mildew that might be present, and ******* agreed. 
  We showed up at ********* house and pulled the carpet back. We found stains caused by animal urine and water that had been there for months if not years. We also asked ******* why he did not tell anyone there was hardwood under the carpet. ******* replied no one asked him. This is not normal and not a carpet cleaning process. The customer would always let us know when they have hardwood under the carpet. In this case, he said nothing and called to complain within an hours of leaving the job. I explained in the nicest way possible, that I felt like ******* was trying to blame us for a problem his dog had made. The floors are ruined with paint, scratches and urine *****.  
  I feel we are being scammed as a small business, and with learning his new job as a carpet inspector, I believe he is trying to get us to replace carpet and wood floors that we are absolutely not liable for. ******* has called and texted with vulgar and belligerent language, threatening our locally owned business.  
  This is a pre-existing condition the customer has had and used our *********************** to blame it on us. Eco Clean has over 10 years of experience cleaning over **** homes a year. This problem is obvious to us, and ******* needs to accept responsibility for the problems he has on his floors. 

  Customer response

  01/18/2023

  I am rejecting this response because: Mr. ******************** response that the technician recommended a deep cleaning is false.  After showing the two carpet areas to be cleaned the technician (********) said that the carpets were in fairly good condition and the $79 deal would be sufficient.  We have had our carpets cleaned by this same company 4 or 5 times since we moved into the area in June 2018.  Every cleaning done was that same $79 package, which was not done every six months or less, more like **** months.  There was never any discussions or mention of a warranty or declining of a warranty.  The statement I called in 24 hours after is incorrect,  They cleaned the carpets at 11:00 am on Thursday the 22nd of December 2022, I called in Saturday just after noon on the 24th which is 48 hours later to tell them the carpets are still wet to the touch.  I was never told they were wet because I did not purchase the recommended package.  There were not any heavy traffic areas in the carpet as stated by ****************, please see attached photo of the carpet in place showing no difference between the walk path and where a desk was placed.  The desk is not in the photo but you can see there is no path he speaks of, it had been cleaned already but if the condition was as poor as **************** speaks of then it would be visible still.  I did not wait 1 week to contact *****************  The time line was they cleaned my carpet Dec. 22nd at 11 am, then I called after noon Dec. 24th and was told they did extra work and keep the ceiling fan on, the next day was Christmas and Monday I left out of town for work and returned Tuesday evening the 27th to find the carpet raised so high I tripped over it and that is how I found it.  Wed morning I called first thing 8 am to report the floor condition, they sent out the same technician that afternoon to extract more water out of the carpet.  ******** apologized probably 5 or 6 times that he caused this.  I received a phone call from **************** that evening and we discussed his guys coming out to pull the carpet back see the damage and put a fan on it, this was Thursday the 29th.  So it was 7 days from the day the cleaned it to when we pulled the carpet back, not a week later that I called as stated.  The condition of the hardwood floors appeared not perfect even before the cleaning with paint on it but they were not warped 1 - 2" high in 5 different areas as they are now.  The floors, and the carpet pad were wet to the touch and verified by the two workers he sent out.  My line of work is not a insurance carpet guy as **************** states, but I am a roof consultant and my company does deal with moisture claims from time to time so I am familiar with some of the procedures for water mitigation.  I had a moisture meter and took readings to show if the fan that **************** wanted to leave on the carpet for 2 weeks would work, by comparing the moisture levels daily it would tell us if this procedure is effective.  There are a lot of inaccuracies in Mr. ******* statements, but beyond that it is irrelevant what package I purchase for the cleaning, there should not be water in a carpet for 7 days.  It also doesn't matter if there was paint and the finish of the wood floors were not perfect and it all laid flat before and it does not now.  If you left carpets saturated for 7 days it would not matter what the flooring underneath the carpet was, if it was plywood it still would likely damage it.  This is a clear case of either the equipment not functioning correctly and/or not extracting all the water from the carpet or negligence of his employee not knowing if he did extra work and put more water in then it needs to come out.  That is why I hired them is to know these things, otherwise I would have done it myself. **************** has stated my dog urinated on them, I declined the recommended package, I didn't let them know there were hardwood floors underneath and that I set him up because I am a carpet inspector.   The simple fact is I have proof the floors were wet and buckled 7 days after the cleaning, there is no way that can be the fault unless I personally did the cleaning myself.  
  

  Business response

  01/24/2023

  To Clinton, 

  Eco Clean always tries for 100% satsifaction all of the time. It's extremely rare that we are put in situations like this one.  Are posistion remains the same and we do not agree with your statements as this was handled. We did excactly what you paid for and even offered to help you find a resolution that you refused.

  Respectfully *************************

  Customer response

  01/30/2023

  I am rejecting this response because: My position remains the same as I do not agree with ******************** statements or as this matter was handled. I received face to face apologies from all three of ******************** employee's that were involved and at my residence when they saw the moisture damage that was created by there company.  **************** has not excepted responsibility or offered any resolution to fix the moisture damaged flooring.  Mr. ******* offering of putting heavy weights on the buckled hardwood flooring and cleaning the carpet again is not a viable means of repair or a standard practice for flooring that has been saturated for 7 days.  This is not acceptable and surely not 100 percent customer satisfaction as proclaimed in the companies advertisements.  

  Thank you,

  *****************************

  
  

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