Complaints

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6th I contracted Society Carpet Cleaners to clean my new home prior to closing. Then on September 12th they also came to clean my rental at ***************************************************************************. *****, the owner never sent me an invoice for the first cleaning at my new home, which I requested and didn't receive. Upon service at 1612 *********, I paid for their carpet cleaning services and I requested an invoice for services so I could show proof of carpet cleaning to landlord.On Saturday September 14th, my son and I did a walk through with my former landlord,***** *********. The walk through went well except ***** still complained about " dog smells" The invoice doesn't say anything about worn carpet,tears or pet stains,which there were no rips or tears. ***** ********* went behind my back and called ***** in regards to the services done to said address. When I found out I called her 3 times during normal business hours before 5:oopm to question if she did talk to my former landlord, why she sent him an invoice, and questioned her about her saying that she sent me an updated invoice due to the holes and tears. I did a 1 star review on ****** with my dissatisfaction and ***** called me at 7:49pm on Saturday the 14th of September and was threatening to sue me over defamation of character. I told her that my review was accurate due to her unprofessional handling and texting my former landlord with a screen shot of an invoice. The invoice that she sent was not even mine, it was another customer's invoice. ***** said to me " I have a lot more money than you do and I will see you in court for damages." ***** said she had pictures and time/date stamped photos of the damage and would use those in court. I asked to see them and she refused. I am requesting my $200.45 that was paid for the services at ********************************************** ***** created a clear violaton of truct and acted in an unprofessoinal manner. Clearly a client breech as well. I was the client not *****.

  

  Business response

  09/16/2024

  We did in fact lean this residence twice, the first time 9/5 at 1612 *********, that was without incident, small wear was noted on that account, second cleaning was 09/012 ************************************************************************** the garage,  the 3 br were cleaned and ****** was walking down the driveway when we were packing up our equipment.  I explained the extensive soil, wear and damage. She paid for the service and invoice and our billing program automatically generates a receipt.  It is customary for my team to make notes in our system when extensive damage is present. 

  I did not hear anything from ****** the next day. On Saturday the 14th at 3:17 I received a phone call from ******** landlord **** ********. He was wondering about the condition of the carpet and the dog smell and hair. I explained that I did not want to get in the middle of this situation I could send him a paid receipt, in which I did however it was a Saturday I did not have my glasses on and sent him the wrong invoice as I was not in office or working but wanted to respond to his request. He questioned the condition of the carpet, I explained that when a carpet has not been professionally cleaned for years, subjected to pets, and extreme soil and extreme wear a 1 time cleaning will not resolve the overall condition or issues with the carpet. He asked if recleaning will resolve some issues I explained that the carpet in one of the bedrooms had begun to seperate from the backing and were already holes in as well as the living room. He then asked regarding the dog odor, he then stated that she had 3 dogs in that rental, which made sense to the amount of wear, odor and dog hair. After we hung up ****** called me stating that she had talked to her landlord and he was going to take her deposit due to the condition of the carpet, I again stated to her I did not want to get involved. She was upset that I had talked to him and I stated again I did not want to get in ivolved but he does own the house and I felt I had a responsibility to respond to general questions regarding the state of the carpet. She did state I sent the wrong invoice and I stated I know, I didn't have my glasses on the print was small because I sent from my phone, I resent the correct one.  From there I talked to her 2 more times each time she became more and more irrational and abusive stating there was no damage and it was average wear, demanded that I tell her the address to each place that I cleaned for her again I determined that the conversation needed to end as it wasn't making any sense,  so it did. At no time did she ask for a refund, although she did state she shouldn't have had it cleaned if the landlord was going to take her deposit. Her landlord called me back and apparently their conversations had gotten out of control as well. He apologized profusely for the situation. He authorized me to leave his name and phone number to verify all situations stated above.  **** ******** ************. 

  Customer response

  09/17/2024

   
  Complaint: 22288722
  
  I am rejecting this response because: Society Carpet Cleaners have the wrong dates addressed in the invoices and the orginal invoice stated no damges to the carpets. Society Carpet Cleaners is making assumptions that I have never had the carpets professionaly cleaned at 1612 ********* in the past. There is also the matter of customer confindentiality in the landlord contacting Society Carpet Cleaners without my knowledge and the unprofessional conduct when I left a 1 star review, resulting in said company calling me and threating to sue me for defemation of character. Also, They provided no pictures to me that are date stamped, or timelined for proof of said damage calims, which I requested. I request a full refund of the service that happend on 9/12/2024 due to their neglect in providing the incorrect invocies and incorrect information to the landlord, which resulted in the landlord threating to keep my deposit due to the mistakes made by Society Carpet Cleaners.
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/19/2024

  Customer ****** ****** called August 8/20 stating she had 2 properties to be cleaned as she was going to be purchasing a home at ****************************************************** and needed it cleaned September 5, 2024. She also needed 1612 *********, Beloit, WI cleaned per agreement with landlord. Appointment was booked for September 11, 2024. Customer called September 9, 2024 stating she needed to move the ********* appointment from the 11th to September 12, 2024. Property #1 was cleaned without incident.

  Customer messaged our program on the day of her appointment that her son would let us in. 

  On September 12th we arrived at 1612 ********* at approximately 3:25 PM as documented by ****** Maps time stamp. Myself and Mat were present.  Upon entry it was clear the home was empty, we began to prep the 3 bedrooms hall and living room. Cleaning finished at 4:38 PM. When Mat and I  were carrying equipment out to the truck ****** arrived. I told ****** some areas had no improvement with cleaning she stated she understood and stated the carpet was 10 years old. She willingly paid with a check for the agreed amount as told to her on August 20th. ****** stated she needed a paid invoice to leave for her landlord. Her check was entered into our billing system online and a paid invoice was generated. ****** and I talked for a moment regarding how tiring moving is and how excited she was to have her own home. 

  At no point in any contact with ****** did we enter into any sort of agreement that payment for services was contingent on whether she would or would not be receiving her security deposit back.  She requested a service two times. We provided that service two times. At no time Thursday the 12th or Friday the 13th did ****** try to contact the office regarding a refund or for any other reason as verified through cell phone history of ******** phone number.  

  On Saturday September 14, 2024  at approximately 11:19 AM I received a phone call from *** *********, he explained that he owned 1612 ********* and his former ******* ****** ****** had hired us and left an invoice to verify it was cleaned. Mr. ******** was upset regarding the condition of the carpet.  I explained  that I did not want to get involved. Mr. ********* apologized for the situation Society was in and explained the home had signifigant odor and severe traffic pattern staining and wanted to know if recleaning the property would make a difference. Since Mr. ********* owns the home and ****** no longer lives at that property I did tell him the very same thing I told ******, there is not anything anyone can do to improve the appearance the carpet had siginifigant damage. Any information changed between myself and Mr. ********* brief and was limited to a clinical nature being straight forward and verifiable to the current state of the carpet and if any other options were available to salvage the carpet.  Since I declined to get involved Mr. ********* stated he would have a third party come and inspect the residence and carpet. From that point on it is very clear that this is an issue between Mr. ********* and ****** ******.

  Approximately 15 minutes after I hung up with Mr. ********* ****** started calling stating her landlord was taking her deposit, she was upset and understandably so but still did not ask for a refund but eventually did state if she knew he was going to withhold her deposit she wouldn't have paid us. Our hearts go out to the situation but again payment is never contingent to a 3rd party approval. Payment is expected if services are rendered. Eventually the conversation turned ugly and I have not heard or talked to her since that Saturday.

  We live in a world where this is become all to easy for a disgruntled customer to turn to social media to disable a companies reputation or force an unwarranted refund through mediation with the BBB rather than take personal responsibility. Completely unfair and misuse of these entities. I understand every file and claim needs to be examined therefore I do not mind explaining the situation from start to finish as I would not change what or how my company performed for this customer. In fact I would rather have my explanation be transparent for anyone to read than refund a customer that used this and ****** to try to damage our companies reputation for a mere $200.  On behalf of all companies that care about the job they do and the customers they serve that have that 1 customer that used social media attacking as irrational warfare, this customer has no grounds for a refund therefore is not eligible for a refund nor will one be issued. Companies should not have to refund for no reason because they are fearful of keeping their reputation intact when they did nothing wrong. 

  Mr. ********* did however authorize his name to be mentioned is this report as a source of verification of the above statements  via ************ or via ******************************.

  Customer response

  09/20/2024

   
  Complaint: 22288722
  
  I am rejecting this response because:
    Society carpet cleaners was not hired by ***** *********- Landlord. I was the sole customer and payer for all ********************** services. My only mistake was not checking Society Carpet Cleaning credentials and that is why I am making sure that other customers are aware of their unprofessional, unethical, and having breeched the client/business trust that goes with a company who values the customer. My landlord did not hire **********************. I didn't have to have it professinally cleaned before moving out, he asked that I get a rug doctor.( which I have the text message from him) I could have done it myself because the breech of client confidentially and trust was not there, nor was it  the expected outcome for such poor quality of cleaning. They also arrived 35 minutes early to each house and commented on the time they had to wait even though I was specific on when to arrive due to working.. I am the one who  paid Society Carpet Cleaners and now this complaint, which wil stay, is to better inform other customers what type of business ********************** really is I still have no invoice and no pictures.  Society Carpet Cleaners talked to ***** ********* without my consent, therefore I am requesting my full refund and pictures that ***** claims to have taken and time stamped. I would love to schedule a walk through now since I 'm still paying until the end of September. So I will request that we all do a walk throuh before September 27th at 4:30pm at address *********************************************** with Society Carpet Cleaners and my former landlord ***** Froemming  so we can all be clear on what the carpet looks like and the condition. ***** did state that she didn't know the condition of the carpet when I moved in. She also assumed that I never had it professionally cleaned during my tenancy there. She contacted me after business hours on Saturday September 14 and threatened to sue me for making a ****** review. That's my right to do so when I am being threatened and harrssed by a company who breeched client confidentiallity. The problem with this whole situation is that Society Carpet Cleaners was hired by me and I paid them.  ***** had absolutly no business to talk with or communicate any information without my knowledge to my former landlord or call me and threaten me.

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

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