Business ProfileforBE Amazed Carpet Cleaning & Services

1: first day machine wasn't sucking anything out but was ran for almost an hour. With the door open and a/c on ( my bill will go up for that & it was hot) They finally said it wasn't working and they would rescheduled. ( makes me wonder if they hardly get any calls for this type of job 2: they showed up stated they would clean my air vents from crawl space once done with vents. They couldn't get my vents to open for maybe 30 min. Again machine is all running. They didn't have proper tools they asked us for it & we happened to have it a company should be prepared w/ everything they need for the job they offer especially if I pay 340.00 3: they never cleaned my dryer vent & never verbalized to be they couldn't fit crawl space which is on photos attached to email. 4:my dad ended up coming into town to meet my daughter. And notice that the vents weren't cleaned & even stated google doesn't even have them listed as the top vent cleaners & ended up doing the job having me and my daughter needing to leave for a few hours. 5: I did call the company and left an email didn't get a hold of anyone until I left a review & come today I spoked with Denise who offered 50.00 refund for the list of complaints I have which is a slap in the face & isn't even a 20% refunded & proceeded to tell me over the phone her opinion of how I handled the matter. I also made a review on Facebook & their page no longer pops up on my account, but I was able to find it on someone else's Facebook which makes me believe they blocked me off the company page. Very unprofessional

To: BBB, RE: Lesly ********* - Air Duct Cleaning Work
Attached is a copy of the notes from our CRM, our system calendar to show the work done for Lesly and the process we followed to try and satisfy the complaint:

Client:
Lesly *********
*****************************************************

CA 8/1/2022 Email response for Service: Air Duct Request / advised of prices per vent / asked for medical workers discount / FYI see email response
MT 8/3/2022 Email response to ********* - additional questions
DS 8/8/2022 Email rc'vd asking to schedule cleaning (Sat's email), DS responding @ 8am 8/8, sent msg asking for clients # to call, FYI this still needs to go through process info / set up questions
MT 8/8/2022 3:30 rc'vd email with client phone# , called & went over process info, confirmed 8/16 @ 3-330 arrival, techs call ahead
DM/NT - 8/16/2022 - Tech/Sup arrived and set up truckmount, hoses, etc. for cleaning. Cleaning fine and did not have equipment issue to start. Sup advised that 40mins into cleaning the truckmount shut down. Could not re-start equipment to complete cleaning that day. When on site advised Lesley of equip issue & advised office will call her to reschedule work. Returned to shop / found loose wire issue. repaired 8/16.
8/17 CA - rescheduled Lesly ********* Duct work for 8/23, moved reclean appt to 3pm 8/23.
8/23 DM/NT @ ********* / Exposition. Dryer vent opening is at crawl space, can't fit through opening:)! Too small for us. Can't clean dryer line b/c of opening size. All duct lines cleaned, re did all rooms, not just the ones that weren't done 1st trip
9/6 CA rcv'd negative review from Lesly - "says Dad came in town & had to finish cleaning vents" (?) review done Sat 9/3. Left vm for Lesley to call us and we'd come review and even redo all if needed. DS not sure if complaint is furnace related only or saying they still had dirt in line ventilation lines.
9/7 CA review on Google was 'edited' to add more info - complaint now that we did not respond - (biz closed 4 days for Labor Day weekend,
CA left vm on 9/6 and no CB as of yet, checked vm system, no after hour messages overnight.
9/8 CA rec'vd 2nd 'edit' of Google review -- responded & advised we'd be happy to reclean all, advised that dryer vent line cleaning is a complimentary add on that we do while on site and couldn't clean dryer line b/c of crawl space opening. A s of 4pm today no return call from client.
9/8 MT 3:37PM, rec'vd email from Lesley saying "we haven't responded" No missed calls from Lesly, no vm's in system (client's email copied: "I have yet to get a response from you via email or phone call after I tried both. Customer service is lacking"
9/8 3:44 PM DS response copied: On Sep 8, 2022, at 3:44 PM, Be Amazed Clean <**********************> wrote:
Hi Lesly -- we have responded twice. Carrie from my office tried to call you and left voicemail. And she also responded to your 2nd edited review this that we saw this morning. We can re do the job completely,.and yes, we realize your dad helped you but I would not assume that he has the air duct cleaning equipment similar to what we use. Again we've offered a reclean the job completely, to ensure your air duct systems in the best possible state it can be.
If you would like to schedule that you can call our office at 316-854-0558 / Denise Hall9/8/
Notes from DS 9/8: More edited review, more email & no phone call back from Lesly to discuss - need to know what she saw wasn't clean? Furnace? or lines?
9/9 10:51 am, another email - same thread, saved in system. Same info as previous, cannot get client to speak over phone so we know what was "left dirty"
9/9 DS responded to email & advised I'm out of office today, offered pers cell #, told Lesly to call ANYTIME, if she gets vm to leave msg & will call back asap - saved email in system
9/9 4:15 pm, see saved email in system from Lesly. s/w DS no phone call to her or office #, no vm left for office. EM states same thing again, saying her dad cleaned, etc. cannot get a call back from this client, only emails and reviews.
9/12 DS sent email - saved in system. We're not getting any phone call back from Lesly to date during biz hours, only social media reviews and emails after hours.
***NOTE for BBB - we are not licensed HVAC technicians, we clean from the trunk line to the opening in each room, not touching the components of the furnace system.
**Lesly advised she was dissatisfied for several reasons, but did not call us when she found a problem later saying cleaning was incomplete. Lesly advised she had a 'family member finish cleaning'. Denise s/w Lesly and advised we would have been on site to redo the cleaning had we known of any problem. Instead Lesly advised she wanted a partial refund. 9/13/22 DS refunded $50 to the card # Lesly provided over the phone. Lesly laughed as a response when the $50 refund was offered, but gave her ccard # for the refund.