Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this business to do carpet cleaning throughout my house. They performed a good job however their hose left burn marks in my front yard. I contacted him about it and he told me it was only partial and it could be fine in a few weeks. The grass ended up burning mostly all out in the lines it was in and is still visible weeks later. I contacted the owner and he proceeded to raise his voice and tell me its just grass and told me I dont understand how grass grows and became more vocal as the conversation went on. He said just take me to court then even though nothing was mentioned of the sort. I am frustrated about the damage but even more upset with his conduct in how he carried himself.

  Business response

  06/02/2024

  When ***** first contacted us about his lawn on May 13th, a week after we had done his carpet cleaning job, the first thing he demanded was a refund for his carpet cleaning. At that time we stated we would immediately come over to his home to take a look to see what the situation was. When we arrived at his home we assessed the situation and stated it appeared the heat from our hoses had left marks, but after we analyzed the grass it appeared that after a couple of weeks the grass will grow, as it didnt appear to leave any major issues. We requested he contact us after 2 weeks, once we got a little rain and the grass was able to be mowed and that should remedy the situation and, at that time, if there were any additional issues, we would address them then. ***** contacted us in the evening a week later on May 21st stating the issue hadnt resolved itself and again demanded a refund for his carpet cleaning. At that time, we stated again the carpet cleaning itself wasnt the issue. While on the phone with ***** we stated we were calling Uncommon Ground, a highly reputable lawn care service company who provides services for the annual prestigious **** Deere Classic and requested them to contact ***** and assess the lawn situation. On May 22nd, the following day, at 12:15 pm we followed up with ****, the owner of Uncommon Ground to see if he had an opportunity to contact ***** yet and **** responded at 1:04 pm that he hadnt yet, but would be calling him on the way to his next appointment. In less than 24 hours after ***** contacted us and the day of this complaint, ****, the owner of Uncommon Ground, contacted ***** and requested to go onto his property to take a look and see what, if anything, needed to be done. ***** agreed. **** contacted us after assessing the situation and we have been working with Uncommon Ground directly to remedy any situation we may have caused. A refund for the carpet cleaning is not warranted, as ***** even states in his complaint that we did a good job, but instead the lawn needs to be remedied, which is exactly what we did.

  Customer response

  06/08/2024

   
  Complaint: 21746330
  
  I am rejecting this response because:

  I am no longer requesting a refund which is stated in my initial response. Also I am not sure what you thought you heard on the end of either conversation. I asked your assistant for a refund the first time but no demand was made. In the second conversation I didnt even get the chance to talk because the owner was yelling at me and talking in a condescending tone. Uncommon ground did come over and look at the yard. They stated that there were burn marks caused by the cleaner and that they would not want to look at that when they came home.

  You may have attempted to resolve the issues but that was after berating me on the phone. Your concept of a demand is completely delusional. It appears there is a systematic issue with your behavior after reading reviews online about customers experiencing similar behavior from you.

  As I stated in my email from you I hope you take an opportunity to learn from this and become a better person but based on your response it appears you are missing the point.

  Your behavior is the issue not the refund. How you treat customers is the issue not the burn marks in my yard. You refuse to take accountability for your actions and just try to play them off like they dont matter. Attempt to improve and be better for your future customers.

  
  Sincerely,
  
  ***************************

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