ComplaintsforLava Steemer

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I paid this company to clean my couch on Saturday, April 6, 2024. I noticed after the couch dried that the couch was still dirty and had a significant amount of shampoo left in the fabric causing the fabric to be stiff. I contacted them again to come back to fix this and they cancelled on me multiple times/did not show up during our scheduled time and did not communicate with me about anything. When I attempted to get a partial refund due to the continued issue of dirt and shampoo in my couch, they at times lied about the state of the couch and denied that there was shampoo. Additionally, they would not tell me the owner of the company or who I could contact to request a partial refund. They lied to me about their names and who worked at the company consistently and kept saying they would come to fix the issue, even though they had promised this multiple times to do this in the past and had not shown up. I declined them coming by again due to all the lies they had told, as well as the way they were speaking to me and continued to ask for a partial refund. They hung up on me multiple times and then started screening my calls and not answering. I am seeking a full refund. I have text evidence of our communication and phone records which I am happy to provide upon request. Pictures, unfortunately, are of little use as you cannot see the shampoo clearly, but it was obviously there based on the feeling of the couch.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made an appointment to have couch cleaned on *****. They quoted me 50 dollars but did not confirm 50 per couch cushion. My sectional plus small area rug totaled $500. Despite being misled I paid without issue and per their request left a review on Yelp. Review stated they charged me 500 and were four hours late but other than that were polite. Monday morning received a response from owner stating I was being false and that the price was my fault because I was high and drunk which was not true and even if it was it can be argued you all took advantage of me and then tried to slander me publicly by casting blame on to me. This has caused me emotional and financial turmoil as I had to pay $500 dollars to be insulted and have my character attacked for sharing my personal experience which is well within my right and does not warrant such an attack simply because it does not line up with the false perception the company is teething to give. I will never use or recommend them again and if I didnt think it would cause more stress I would try to get my money back. Any assistance is appreciated.

  Business response

  02/28/2024

  Dear customer,
  I hope this message finds you well. I'm writing to address the concerns you've raised regarding your recent experience with our company. Firstly, I want to express my sincere apologies for any misunderstanding or dissatisfaction you may have experienced.

  Upon reviewing your account of the situation, I understand that there seems to have been a miscommunication regarding the pricing of our services. I want to assure you that it was never our intention to mislead or deceive you in any way. We strive to be transparent and upfront about our pricing to ensure our customers feel informed and valued.
  Regarding the timing of our service, I apologize for any inconvenience caused by our team arriving later than expected. We understand the importance of punctuality and will take steps to improve our scheduling and communication processes to prevent similar issues in the future.

  In response to your concerns about the Yelp review, I want to clarify that our intention was not to cast blame or discredit you in any way. We value all feedback from our customers, whether positive or negative, as it helps us improve our services. If there was any misunderstanding or miscommunication, I apologize for any offense caused.
  Please know that we take customer satisfaction very seriously, and we are committed to addressing your concerns and making things right. I would appreciate the opportunity to discuss this matter further and find a resolution that meets your satisfaction. Please feel free to contact me directly at ************ so we can discuss this matter in more detail.
  Once again, I apologize for any inconvenience or frustration this situation may have caused you. We genuinely value your business and hope to have the opportunity to regain your trust.
  Thank you for bringing this matter to our attention.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 24, 2022 said company came to "clean" spots on a carpet. A serious pink spot from a stained cloth near a humidifier had leaked water - colored pink from the cloth. There was one moderate sized stain. This company was chosen since they claimed to not use chemicals, etc. and were "safe" cleaners. After they left it was VERY CLEAR THAT THE **** WAS WORSE. The workers did not soak up the stain first, they simply sprayed it with whatever...and began using a machine to "clean" the carpet, and this simply spread the stain...and to this day, we are having to continue to work on it to improve on the mess they left. We have tried several times to contact the company and they do not respond. We paid $200 for this and we did the job after they left. I have contacted them over and over...We do have photos of the "job" before and after and since this is a new computer, I am uncertain as to how to send them to you.I do not want this kind of "service" happen to anyone else...and please contact me. I'm happy to work with you for a resolution which helps us all...and addresses the fundamental issue - that is the incompetence of the company and the additional damage to the carpet.

  Business response

  02/28/2024

  I hope this message finds you well. I appreciate you reaching out to share your concerns regarding the carpet cleaning service provided by our company. We take customer feedback very seriously, and I sincerely apologize for any inconvenience or dissatisfaction you experienced as a result of our service.

  Upon reviewing the details you provided, I understand the gravity of the situation and the disappointment you must feel regarding the outcome of the cleaning process. Please know that this is not the level of service we strive to provide, and I want to assure you that we are committed to resolving this matter promptly and to your satisfaction.
  
  I want to extend my sincerest apologies for any inconvenience or frustration this situation has caused you. As a gesture of goodwill and to make amends for the subpar service provided, I would like to offer you follow-up cleaning service. Additionally, I assure you that we are taking steps internally to prevent similar incidents from occurring in the future.

  Please let me know how you would like to proceed, and I am committed to working with you to ensure that we resolve this matter to your complete satisfaction. Your feedback is invaluable to us, and we appreciate the opportunity to make things right.
  Thank you for bringing this matter to our attention, and I look forward to hearing from you soon.

*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. ↩