ComplaintsforDad’s Carpet Care

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was quoted $330 to clean my carpets via phone. ****** arrived 6/28 and re-quoted me $550 after I specifically told him the size of my home and what I had paid to other companies for the last two years, but he still insisted that he had to charge me almost $200 more than the phone quote. I agreed as I had already prepped my house for this to be done and I had family coming to town. that is the only reason I used his company and not the one that I use otherwise. He was in and out within 1.5 hours. I contacted him 10 days later with photographs of my dirty carpet and asked for him to come back and re-treat the carpets he said no he could not do that because he only offers a seven day warranty and I contacted him on day 10. I used a home carpet cleaner with hot water only in a low traffic area and extracted a ton of dirt which I sent him photos of. He told me that due to four people living in my home and two dogs. That amount of dirt is expected And that nobody will ever get my carpets completely cleaned. I have talked to other carpet companies and they said that is fault that is not the case at all. He even contacted my previous carpet care companies and asked if they fired me as a client. I have asked for a refund. He has not responded. Checking with many social media outlets. I have met many local people in my area who have ran into the same issues with this company. The carpets are dirty and they do not even smell clean , he has told myself and numerous other people that he does not honor anything outside of his seven day warranty not even if it means customer retention. I dont even know that he used anything more than hot water on my carpet as there was no sort of scent left behind the carpets feel rough and the picture show. I have extracted a significant amount of dirt out of a low traffic area with a home carpet cleaner, and only water. Attached are photos of the dirty water within 10 days of him cleaning and a text message where he agrees to $330.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Dads Carpet Care on June 5th to polish and clean my hickory floor. After the job was completed I noticed he missed spots and some spots had puddled when dried. I let him know that day and he came back on June 12th to fix things. First he said hed try to fix it and come back later on and clean and polish it all over again and charge me .75 cents a square foot. I told him I would not be putting more money into the floors and he needed to make it right. The floor still has puddles, but I dont want him back in my house. A few days later I noticed my tv console had the same puddling on it as my floor. He had set the polish bottle on it and it leaked on the console. He also tried to wipe it off as I can see it smeared which then messed the wood up. He asked for a receipt for the console. He said he would pay me $375. I paid $428.99. He said he would only pay me that because my console had depreciate. My console was in brand new condition.

  Business response

  10/14/2021

  We received both complaints from this customer and offered a discounted service option at a later date. The customer preferred immediate resolution for the hickory floor and we provided the requested repair.
  
  Regarding the ** console we offered a depreciated amount which she described accurately. She wanted us to purchase a new console at nearly twice the price of what she originally paid. The customer declined to accept our good faith depreciated offer of $375.

  Customer response

  10/14/2021

  I am rejecting this response because:

  I hired this company to come and clean and polish my hickory flooring, shampoo my carpets, clean the tile in my shower, tile countertops and tile flooring. When we came to check on it we noticed the polish not right, the tile flooring was not clean and he missed cleaning basically every corner. The carpet smelt dirty. We vacuumed the stairs and our canister was full of dirt. He said he thought the tile was coming clean, but would clean it again and also clean the carpet again. I told him he didnt need to clean the carpet again and to focus on the tile and the hickory. After he came back and saw all the places he had missed or had puddled he said he could try to fix what he could and come back at a later date to strip the hickory and polish for a discount. I told him I would not be putting anymore money into the job. A reputable company would of never suggested that. After completing the job for a second time I still noticed puddling, but dont want him back in my house again, so I let it be.  He suggested that he had used an old bottle and thats why if must of puddled. Must not of been true since it happened again. I then noticed that my tv console had the same puddling and noticed it looked like he had tried to wipe it off, so it smeared and took some of the wood finish off. I reached out to him and he denied it at first, but then admitted he had. He asked for the receipt for the piece. I did not have one, so I had to drive to ****** which is an hour away to get him a receipt. He also asked if I could send him a link for the console. I sent him a link of the newer console that ****** was selling because mine is no longer available and that is where I had purchased it. I never asked them to purchase a new console at double the price. He told me he was going to be turning it into his insurance. He then offered me $375. Saying my console has depreciated. My console is a little over a year old. It was in brand new condition. I dont want him to buy me a console twice as much. I want him to pay me what I payed for the console with my husbands hard earned money. I had to drive an hour to get him a receipt, so technically I should ask to be reimbursed for my gas I had to use. Since he charges a travel fee to come to where Im at. Which is a shorter distance them how far I had to go. Be a responsible business owner. Have respect for your customers belonging. We all work hard for what we have and for someone to come in ruin it and put a random depreciating amount on it is something I can not comprehend. I paid a lot of money to him for a service. The least thing he could do is own up to what he did and pay for the console. Im being very reasonable about all of this. 

  
  

  Business response

  10/20/2021

  Dad's Carpet Care takes every customer concern seriously. When concerns are communicated we take action to resolve them. 

  
  The customer first raised a concern about animal fur from the previous homeowners. We use industry standard agitation and steam rinsing with truck mounted equipment along with deodorizers to bring exceptional results. The only concern communicated about our carpet service was the stairs still having too much animal hair from the previous owners after we cleaned it twice. We were about to discuss refund options when she declared she was going to have it replaced. Our company completes around 500 jobs per year, and have never had a customer so dissatisfied, and opting for replacement without discussing other paths to resolution. Had issues of odor been communicated, we would have resolved them.

  
  The customer did express concern about the polish on a section of the hardwood we serviced. We offered a choice of either discounted service at a future date, deferring to her self admitted busy schedule or immediate resolution. She opted for immediate resolution on the next available date. It was during our busy season, so I offered my next day off, Father's **** which she immediately agreed to. She never raised any concerns about the hardwood after the repair was complete. During my third visit for additional services, I again reminded her about our 30 day warranty and wanted to ensure she was happy with our previous work and asked her to please call me if she wasnt. She never raised any subsequent concerns about the hardwood flooring, leading me to believe she was happy with it.  

  
  As for the console, the photos submitted here are not what I was sent. They are wholly different. When polish drips or runs down the bottle, it traces the shape of the bottle, creating a ring. The photos sent to me were irregularly shaped small droplets. The damage she described were droplets, not a smudging or smear as shared here, in a satin-semi gloss finish. The floor finish we applied was matte, which is the only sheen of finish we carry. The customer admitted she tried to fix the issue, and further damaged the console. In either way, our tradecraft includes training on never placing polish bottles on furniture for this very reason. Due to our strict adherence to these standards, we know that we did not cause the damage. We tried numerous times to explain our policy, but she refused to accept it and initially requested we replace it with an item of higher value.

  
  As for console replacement, she initially sent a link for an item at ****** that was nearly twice the price of what she had initially paid, claiming it was of comparable value. I have text messages confirming this. We also never admitted fault, contrary to her claims. Said amount is an unreasonable request for settlement. We consulted with our insurance agent and attorney on the matter. Due to the value being below our deductible, we were advised to offer the depreciated amount of $375. This offer was rejected. We tried explaining to the customer that the condition of an item does not determine it's value, the date of purchase does, but she refused to accept it. Depreciation is standard in the insurance industry for determining value. We contacted several furniture restorers as far as **********, looking for someone to repair the item at a lesser cost to all parties. They all declined due to its low value and mass manufacture from ******. We offered a depreciated amount of $375 and, contrary to industry standards, we graciously opted to let her retain the console. In doing so, she could keep the piece, or sell it to purchase something else.

  
  Furthermore, we feel its important to note that the client had recently moved and contracted a moving service. She had previously told us about how the moving company had allegedly damaged her couch during the move this same console was a part of, and how she had gotten the company to buy her a brand new couch. To determine the value of her console, we requested a copy of the receipt to determine age and subsequent value. She stated she could get a copy the next time she went to ******. We assured her that we were in no rush, and we're committed to doing everything possible toward a good resolution. We received a copy of the receipt about a month later. Which shows she paid $425 for the item from ******.

  
  In summary, we have been accused of damage we did not cause and have been harassed with threats of legal action for refusing to replace an item we did not damage. In an attempt to put an end to her unreasonable demands, we have been more than reasonable in offering a fair market settlement that any insurance company would pay and any judge would demand. In addition, contrary to industry standards, we opted to let the customer retain the item to do with it as she sees fit: keep it at a deeply discounted price, or sell for an additional profit to purchase a more expensive piece. She declined our settlement, demanding more money for damage we never caused.

  
  Any further attacks on the reputation of Dad's Carpet Care or its employees will be defended using all legal options. The window for settlement has closed. There will be no further interactions on this platform. 

  
  

  Customer response

  10/23/2021

  I am rejecting this response because:

  I am not going to go back and forth with the owner of this company anymore. The accusations he is making are completely false. First one would be that the moving company never damaged my couch or console. We can contact them over that accusation too. Im not going to go into detail of all the other lies he has stated. If anyone is being harassed in this matter it would be me. If he would like to take more of a legal action I am more than willing to go to court over this. 

  
  

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