ComplaintsforCarpet Masters

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/28/2022 and 12/9/2022 paid $275 To start this is the second time this company came and redid my carpets due to the fact that it was not done correct the first time. We asked for a refund however the employees including the owner refused and told me he himself would come back to redo the work as he had to have proof it was not done properly. Well the owner never came! He sent the same employee who came the first time. I also noticed that he used a machine he did not use the first time. Now when he was done I took my carpet cleaner and went over every room with no water just the cleaner. Please see the disgusting pictures attached. I reached out to the owner the same exact day after telling him about my concerns and sent these pics and he has not responded to me. Please DO NOT use this company as they are unprofessional and crooks.

  Business response

  12/16/2022

  We serviced the customer on October 28th the amount paid was $250 for 5 areas, she tipped are technician $25 on top of the total coming out to $275. Assuming she was happy with services as she tipped and we received no complaint. On November 19th we received a one stair review, that she went over the carpet with her home carpet cleaner and was not happy that she got dirty water. We gave her a call to address any issues, we offered to come out and reclean it that we don’t guarantee your carpet cleaner will not get dirty water. She then cancelled and stated she wanted a refund. We told the customer we could not give a refund as we have not had a chance to see if there was an issue caused by us. She threatened to go to the BBB and leave more reviews. After going back and forth explaining that we where not giving a refund unless we where able to come out and look at it with our eyes and see if there was an actual issue as she had no issue until 3 weeks after the cleaning, when she tried to clean them herself. When the tech arrived December 9th to reclean he said there where common traffic on the carpet. As there would be a month in a half with pets. We recleaned anyways to try and ease the situation. The customer immediately messaged saying she wanted a refund after the free cleaning. We see no need for a refund and I have stopped communicating with the customer as she only wants one outcome and that is a refund no matter the outcome we would have given her. We are a highly rated local company and we strive to keep it that way. We do not take advantage of customers and we expect them not to take advantage of us as well. If there was a problem after the original cleaning it would have been handled differently. Thank you, Carpet Masters 

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