Complaints

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• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our carpet cleaned since we just moved into a new home. We had the service done and after 3 days the whole house had a wet mildew smell (and was still damp) and it damaged our entire home. The enite home was left damp for 3 whole days and ruined the padding and carpet. Because of that, we had to order new carpet to replace what we already had in the home. The damage was done and there was no way of cleaning the carpet again to fix the smell throughout the home. We tried getting a different cleaning service out there to fix the error but his professional opinion was damage was done and can not fix. We are livid because we thought we would just have to clean the carpet but instead we had to replace the carpet and it is very unfair we have to pay for that because Pro Cleaners did not clean properly and damaged our carpet. We reached out to him and he is blaming the previous owner of the home and is not helpful at all. We would like a refund on our carpet we had to purchase which was $17,000. A $400 job turned into a $17,000 fix. Not right!!

  Business Response

  Date: 09/09/2022

  Tell us why here...First off lets review the facts: 
  1...The previous homeowner said they had NO ANIMALS IN THE HOUSEyet I pulled out 2 baseball sized ***** of hair from your carpet ( which I did show your wife )
  2...There were pet stains prominently in the MASTER & LIVING ROOM where you said is where most of the smell was coming from.
  3...There were marks from what looks like a rug doctor or some home carpet cleaning machine being used (PRIOR TO ME BEING THERE) (which I also pointed out to you ( **** )    during the initial walk through. I also told you how bad they are, and how people mis-use them and potentially ruin the carpet by over saturating the padding with water and     driving the contaminants into the padding.
  4...So we know that the carpets were cleaned (PRIOR TO ME COMING) by the previous home owner. ( who also said they didnt have an animal.which they obviously did) They were obviously trying to cover up the fact they had an animal and point blankly lied to you saying that they didnt. ( proof from the 2 ***** of baseball sized hair I got out of your carpeting ) But yet Im the bad guy here for being honest and upfront with you.
  So why is it so hard to believe that they were at fault here and not me. I NEVER lied to you, I explained everything up front and was very honest with you both. So here then is my ACTUALresponse to the customer when they originally blamed me for this damage.
  Think of a wet nasty stinking sponge. Once that sponge dries however....that nasty stinking sponge won't smell so bad, especially if it has a layer of carpeting on top of it. Now add a little bit of moisture to that sponge, and it will start to stink once again. Your padding is just a big sponge. Any amount of moisture added would fester it. I just happened to be the guy that festered it up. People do not use them properly. Most cleaners would have cleaned your carpets at minimum 300psi....most likely 500psi. I cleaned it at 150 through most of the house, 200 in a few places. My tank holds 12- 13 gallons. I had at least 2-3  gallons left in my tank.  I recovered and emptied 6-7 gallons after extraction ....it is impossible im sorry. There is no way I could have ruined it with that little water put down...its simply not enough to saturate to the padding. I may have festered it...(it was inevitable) but I didn't do the "actual" damage.  There is now way of me knowing how much chemicals they used, or how much they may have over saturated the padding or an area trying to get a stain out.  With the amount of water I used, vs the amount I got back...its just not possible.Sorry, I didn't cause this. Iv been doing this a long time. When I see those marks, I "specifically" use less of everything just to be on the safe side.
  
  So again, I did not cause this damage, this was done before I cleaned it. It is simply impossible to saturate the padding to the point where it would damage and smell with the amount of water I put down. I have been doing this job for over 15 years.and I am one of the best at what I do. I know when I see those markings..I DO NOT CLEAN DEEP, NOR DO I USE MUCH DETERGENT THE **** MINIMUM PERIOD!  I did not cause this problemit was there before I got there.