ComplaintsforCardinal Organic

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a man named "G" come clean my carpet June 1st. I spoke to him on the phone at 10:06am. I disclosed to him what the stain was (vomit) I explained to him the carpet was brand new (it was installed May 24th) I explained I did not want my other carpet touched aside from the designated staining I pointed out. I explained my hesitation with carpet cleaning and its effects on the integrity of the carpet. He gave me full confidence and assured me he could take care of it. He gave zero disclaimers on the outcome of this stain.I gave full disclosure on my wishes and/reservations, he promised nothing would be ruined and the stain would be removed. He said I have "nothing to worry about." .He said it would be 94 dollars for 30 mins of work. I trusted his company (which i found afterwards is solely just him) While he was working I went upstairs & smelled strong perfume from my children's room. I opened all the windows and didn't say anything at first because I could see he was nearly done, and I was uncomfortable having a confrontation. When he left the room, I walked in and saw he drove his machine through every inch of exposed floor in the room after I specifically asked him not to. I then came downstairs and pointed out missed spots I had previously shown already shown him and he implied I didn't show these and that he "doesn't move furniture"- another fact that wasn't disclosed prior. After, I told him several times about how upset I was about him going over my brand-new carpet with chemicals and perfumes- his response to the perfumes was "I wish you told me, I have an odorless option" This was also never disclosed to me, His excuse for this was to tell me he adds fragrance so that customers "feel like you did something". I explained my carpet no longer has the same sheen, feels cruddy and no longer soft as it was. He waited until 8pm to send an invoice and this invoice was the ONLY thing that gave disclaimers. I received nothing like this prior.

  Business response

  10/05/2023

  This response was provided verbally to BBB:

  • The consumer disclosed that an 'at-home remedy' had been used prior to your providing service and you disclosed to the consumer that this could affect the outcome of the service.
  • It was explained to the consumer that should bodily fluids have seeped through the carpet to the padding underneath, the carpet would need to be extracted.
  • A cranberry scented cleaning solution was used while cleaning the carpet to assist with the vomit smell. This solution would dry within a couple of hours and the scent would dissipate, however, at no time was made aware that the consumer had any allergies or sensitivities to any chemical scents or fragrances. 
  • The cost of the service came to a total of $99.00. This was paid by the consumer, and then later disputed with the bank siding with the business for the transaction.
  • The business states it will not be doing any further business with the consumer and would like no further contact.
    

  
  

  Customer response

  10/05/2023

   
  I am rejecting this response because:
  This gentleman is providing falsehoods. He sent me disclaimers that were attached to my invoice at 8pm (after the service). At that point there was nothing I would do, the job was done. My bank did not side with him, they couldn't rectify it correctly because the agent submitted the dispute incorrectly and it could not be resubmitted. That's why I came to the BBB as a last resort. I have gone to every length because this man is dishonest, he knew what the stain was. He also knew attempts we made to clean it. He assured me he could take care of it. He also could have avoided me talking to the bank and the BBB because my wife and I tried to talk with him civilly via emails, calls and texts and we received rude responses. This is not a reputable, honest business. 

  Business response

  10/06/2023

  This carpet was cleaned, the stain removed, the carpet fibers groomed for uniformity and DRIED within the hour. Once the job was done, they started asking for guarantees in case the stain comes back. When I informed them no one can guarantee stain removal they transformed into different people.
  She withheld paying me because her husband insisted on a written receipt. I told her very well, please text me your email, and Ill send it to you where you can pay it online. I waited for confirmation that she sent the email, it never came. She said she sent it..and confirmed my number yet NEVER SENT an email. They never intended to pay me! When 8pm rolled around and I have received a text with her email..it started to feel like theft of services!
  
  
  Treatment was $275.00 [that included hot water extraction] she declined, Cleaning the fibers was $94. That is what she approved, that is what was done as cleaning and removing a stain [although not guaranteed] would not address the padding nor require hot water extraction equipment. 
  It is my belief I was being scammed, they did a complete 180 once I finished and was returning equipment to the van, she told me she wants to replace all of the carpet, and 4 days after they were paying me only dispute the charge. Basically hoping that my small business would be blackmailed into settling knowing the effect social media can have on ones reputation.
  They are now using the BBB after Square processing and their bank settled their claim September 2023 in my favor. They just continue to slander my good name and service.
  The way they tag teamed me felt predatory.

  *I have pictures and screenshots as well, BBB size constraints wont allow upload 

  
  

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