ComplaintsforTeasdale Fenton Carpet Cleaning & Restoration

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted with Teasdale Fenton (Company) for cleaning of two oriental area rugs. Initial work date 9/11/2023. Problem concerns one 6'x9', 100% wool pile Peshawar rug (s**********)for which we paid $2,300 on 5/16/2010 purchase date. Company was informed of dissatisfaction with the service and removed the rug for a second cleaning/treatment. We were dissatisfied because the rug had changed color (significantly darker) and seemed to be beat up, with damage to the pile. This was not corrected during a second cleaning. My wife contacted Company to express her continued dissatisfaction and the Company their representative ("***) hung the phone up on her. That afternoon, I drove some distance from ****** ** to the Company plant and requested business insurance information. I was told that nobody could talk with me and they would call me. At their request, I provided my contact information so they could, or would, get back with me. To date I have had no response, and the ordeal indicates to me that I should not expect one. I will address the matter of **** treatment and disparaging comments to my wife about the carpet being “filthy,” and accused her of yelling or hollering at people before he hung up on her, in a different forum.

  

  Business response

  10/12/2023

  Hello ********

  My name is Troy P****** I am the manager here at teasdale fenton. I apologize for the disconnect. Our area rug employee ** has been out of the office ( his mother passed away ) if you can give me a day or so i will be more than happy to look into this for you and see what we need to do to move forward. I have not currently seen the rug but i would be more than happy to view the rug to see what your talking about and if we need to move ahead furthar together then we can do that together. if you dont mind reaching out to me via email with your contact information i would be more than happy to assist you with this. my e-mail is ************************

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  October 13, 2023 
  BBB 
  1 E. 4th Street Suite 600 
  Cincinnati, OH 45202 
  RE: Complaint #******** 
  

  To Whom It Concerns: 
  

  Please accept this letter in response to your 10/12/23 email requesting additional information concerning the above referenced complaint. 
  

  Has the company addressed the issues of this dispute? NO. My first, last and only personal communication with Teasdale Fenton was on Wednesday October 4, 2023. As mentioned in my complaint, after their representative hung the phone up on my wife, I drove to their Cincinnati business address (a good distance from ****** *** to discuss the problem and gather business insurance information. My wife did have phone conversations with the company to discuss her dissatisfaction with the quality of work they performed (all prompted by her because the company did not call her back as she requested). In her last phone conversation with the company their representative ("C"), made a comment about the carpet being "filthy" and my wife "hollering" at everyone and then hung the phone up on her. I was not listening to the phone conversation but in the next room and can assure you that while my wife was justifiably not happy, but she was NOT hollering at anyone. 
  

  If not, why? That is a question that only Teasdale Fenton representatives can answer. It may have been nice to know why I could not talk to any responsible company representative. 
  

  If an offer of resolution was made, has the company fulfilled the proposed offer? No offer of resolution has been proposed and there has not been any response/communication since I visited the business on October 4, 2023 and at their request left my contact information with the office staff. 
  

  I have spent a career dealing with issues and problems for significant organizations and I can tell you from experience that Teasdale Fenton has some major issues with customer relations, aside from their problems with quality of service. 
  

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

  
  

   

  

  Business response

  10/18/2023

  *******, 

  I was hoping to get an email from you regarding this during my last response. I did not see anything come thru my email but I now have your number from this response. I will reach out to you tomorrow. Today is 10/18/23. I will reach out tomorrow 10/19/23. Look forward to getting this resolved with you. 

   

  Thank you 

  Troy P***** 

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  Re: BBB Complaint#********
  External
  Inbox
  
  
  As you might recall, You advised on 11/2/2023 that you were working"diligently" on the rug issue. I have waited "patiently" with no further communication from you or any representative of Teasdale Fenton since 11/2/2023. Can I assume that your diligence and my patients are waning and other approaches to the resolution may be in order? Please advise.
  
  ** *****
  
  
  

  

  Business response

  12/05/2023

  From: Troy P***** <************************>
  Date: Mon, Dec 4, 2023 at 10:16 AM
  Subject: RE: BBB Complaint#********
  To: B*** ***** ******************>, Better Business Bureau <***********************>
  
  
  ****,
  
   
  
  Solution 1 will not work as stated before this particular rug even though being sold at bed, bath and beyond is currently out of stock and I can not get a solid answer from them on when it will be back in stock and I know that you want to get this resolved as soon as possible so waiting for a rug to possible get re-stocked is a non-issue for both parties involved.
  
   
  
  I have received your e-mail and I will take your suggestions into consideration. I would expect something from me no later than by the end of the day tomorrow. I am currently in a meeting as I am typing this but I will work on this today and we will try to get resolution no later than tomorrow.
  
   
  
  Thanks,
  
  Troy

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. While we have had communications my problem/issues have not been resolved or properly addressed. The matter remains open.
  
  Regards,
  
  ******* *****
  

  

  Business response

  12/07/2023

  ****,
  
   
  
  I have taken some time to think about the proposed solution and I believe this is fair. I will get you a check cut today for the $1,400 that you proposed.
  
   
  
  Once the check is cut I can either drop it off, you can pick it up or we can mail it out to you whatever you prefer just let me know.
  
   
  
  Thank you,
  
  Troy P*****

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has not fulfilled transaction, does not follow through with dates, has not replied to messages, have been out of my house for over four months because of this

  

  Business response

  04/14/2023

  *******,

  My name is Troy P*****, I am the operations manager with teasdale fenton. I am not aware of your job at the moment but let me look into this and i will get with you as soon as possible to work thru this with you. Please expect a call from my office in the next day or so. I am going to look in our system and try to piece together all of the paperwork we have associated with your account and then i will work with you to get this resolved. 

   

  Thanks,

  Troy P*****

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-2-21 Teasdale Fenton cleaned my ************ linen Double Sofa - the cleaning left discoloration marks on the sofa so I called and on 5-10-21 employee #2 came to reclean the sofa and HE REFUSED TO EVEN TOUCH IT!!! - he looked at all the stains, said it was cleaned with the wrong product and he didn't want to be involved with the problem so, he left without doing a thing - then the "more experienced" Troy came and cleaned it on 5-16-21 to get rid of the stains but the entire couch became discolored from his cleaning job - Finally, Troy and owner Jim O******* came to look at my sofa - they brought a special hand held lighting device which accentuated the staining and we all agreed their company, Teasdale Fenton, was responsible for the damage - my girlfriend asked them what could have caused such terrible discoloring and they said it stayed wet for too long - that's because it's linen and should have been dry cleaned - I told O******* I was sorry it happened because it's a very expensive couch to replace but "I'm sure your insurance will take care of it" - and THEN O******* LIED and said "I DON'T HAVE INSURANCE" - O******* PLAYED THIS DISHONESTY CARD FOR 5 MONTHS!!!!! until I emailed him in early November accusing him of lying and on 11-7-21 he finally relented and emailed me that he had insurance and gave me the name and phone # of the adjuster at Selective Ins. - but, I'm sure you can imagine what happened : O******* LIED TO THE ADJUSTER AND TOLD HER HIS COMPANY DID NOT DAMAGE MY SOFA - the insurance company won't send an adjuster to look at the sofa, will provide no coverage and advised me to (prediction come true) take Teasdale to Small Claims Court - why, you ask - ordering a new ************ sofa will cost between $15,000 - $20,000 - so, he and his insurance company are trying to wear me down and hope I'll do Small Claims where your maximum award is $6,000 - so, be prepared when you talk to O******* - HE IS A LIAR

  

  Business response

  01/10/2023

  We did in fact clean a sofa for *** ***** and he had called into our office and requested a re-cleaning at that time we sent 
  another technician out to the home and that technician was a newer technician not familiar with textiles so he did not touch 
  the sofa because he was not 100% sure what *** ***** wanted us to do with the sofa. At this time Troy did get involved and go 
  look at the sofa and during that meeting Troy Scheduled another tech to go out and do a dry cleaning on the sofa. After that 
  cleaning the customer was still not happy with his sofa so Troy got Jim O******* the owner of the company involved, and they went 
  out together to look at the sofa. During that visit Jim and Troy looked at the sofa and there were no visible spots that were 
  caused by the cleaning from our technicians however, due to *** ******* brash attitude and previous encounters with our 
  technicians we knew that he was not going to be reasonable, and we would probably not be able to come to a conclusion with him. 
  We told *** ***** that we would figure out a claim price and we would get back with him shortly. At that time *** ***** said he
  was going on vacation and he would get with us when he returned from vacation. We Never received a call back from him within that 
  time. About 5 months later he started calling our office multiple times a day and Jim called *** ***** back and he didn't answer 
  the phone. We left *** ***** a voicemail and we told him that we would get a price together for him and get back with him the 
  following day, before we had a chance to get back with *** ***** he sent an email and threatened us basically saying if we didn't
  give him what he wanted he would get online and damage our reputation. At that time Jim called him and told him that we didn't 
  appreciate being threatened and we were going to turn over to the insurance company and let them handle it as we didn't believe
  there would be a fair conclusion made if we tried to settle with him as he was already making claims that he wanted more money
  than what his sofa was worth. He was quoting prices for sofa's that were not the same dimensions as his as well as pricing
  leather sofa's when he was linen. We made an insurance claim and the insurance company got involved and after consideration 
  denied *** ******* claim as there was no damage caused by our company. I would also like to state that we never told him 
  that we didn't have insurance we told him if there was a claim, we would handle it directly with him and also, we asked him for a
  receipt of purchase for the sofa which he does not have as the sofa was left at the home when he purchased it. This is very 
  similar to buying a new car, after 10 years the value of the car is considerably less than the purchase price and it does not 
  seem that *** ***** understands depreciation. Teasdale Fenton nor Jim O******* controls the insurance company or what their 
  deciding factors are. 

  Customer response

  01/18/2023

  The Teasdale Fenton response is just full of more lies and nonsense - sentence 1 says I called to schedule a recleaning of my sofa because of discoloration stains caused by the first cleaning (true) then, later in the same sentence, they claim it was unclear to the second technician employee what I wanted done with the sofa - let me state the obvious : I wanted the sofa cleaned again to, hopefully, get rid of the discoloration marks left by the first technician employee - the first sentence also claims that, after the company received my call for a second cleaning, they sent an employee who didn't have experience with textiles - that is completely bizarre - does anyone believe that?!! - listen, the second employee wouldn't touch the couch because it was cleaned improperly the first time and he didn't want any part in getting the blame - by coincidence, I've run into a friend who told me owner, Jim O*******, charges employees who make mistakes by deducting the cost of a mistake out of their paycheck - so, no wonder employee technician two wouldn't touch the sofa
  
  In sentence 2, they claim that senior management employee Troy came to my house to inspect the sofa and scheduled a new employee to come and dry clean the sofa - EXACTLY TRUE!!! - it's a linen sofa and the first employee cleaned it with the wrong product as stated by the second employee who wouldn't touch the sofa for fear of getting eventual company losses deducted from his paycheck - Also, when Troy viewed the sofa, the first thing he did was point out the stain on the arm rest that he claimed was caused "by people resting their heads there" - we, I had a witness with me, immediately corrected him because that was one of the stains left by the first cleaning and we weren't going to tolerate any employee of the company changing the facts of what happened during the first cleaning - 
  
  Sentence 4 is just another dishonest compilation of lies and dishonesty - once again, I had a witness with me to observe the entire meeting - the second cleaning left discoloration stains throughout the entire sofa - O******* and Troy brought a special, hand held lamp with them that accentuated the discoloration - my witness asked owner, O*******, "how could so much damage like this be done?" and he answered "the linen material was allowed to stay wet for too long" - O******* and Troy walked back and forth for 10-15 minutes looking at the sofa and finally I spoke up saying "I'm sorry for this mistake being made because these kind of sofas are very expensive to replace but I'm sure your insurance company will take care of the cost" - THEN THE LIEING AND DISHONESTY STARTED - owner, O******* looked right at me and my witness and said "WE, (the company), DON'T HAVE INSURANCE" - it's worth repeating - O******* JUST FLAT OUT LIED by CLAIMING THERE WAS NO INSURANCE TO COVER THEIR MISTAKE - the rest of that sentence, claiming I was disrespectful to their employees, is nothing but another lie and a cheap CYA attempt 
  
  The remainder of O********* response to my complaint is what you would expect from someone who is O********* age and incredibly guilty of lying to and about a customer - he lies again claiming he didn't tell me and my witness that the company didn't have insurance - he lies by claiming I sent him threatening emails about disparaging their reputation - he lies about me trying to get more money than the sofa is worth (I have emails from the ************ company with cost estimates for replacing the sofa) - I have sent all the emails to the BBB for them to review - I sent O******* emails on November 2nd and 3rd asking him to make me an offer to settle this complaint and saying I didn't believe he had no insurance - he never made an offer and, only then, did he finally admit that he had insurance and gave me the adjuster's name and contact information - during my second call to the adjuster, she told me O******* told her YET ANOTHER LIE - THAT HIS COMPANY DIDN'T CAUSE ANY DAMAGE TO MY SOFA - then, the adjuster told me I WOULD HAVE TO TAKE THE OWNER TO SMALL CLAIMS COURT!!! to recover any damages!!
  
  This should all be easy - a reputable company would admit their mistake, apologize and cover the cost of replacing the sofa - unfortunately, we must see that Teasdale Fenton is a disreputable company led by a completely dishonest owner named Jim O******* - it is now about 8 months of being put through this hassle by completely dishonest owner, Jim O******* - please use a different company for these services - hopefully, the BBB will sanction this company in an equivalent way that they have treated me
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Teasdale Fenton carpet cleaning about two area rugs that I wanted to get cleaned. I specifically told them that the rugs smelled and I wanted to make sure before I had them cleaned that they could remove the smell. I told them I had two 8x10 feet rugs one was wool and the other synthetic, the lady on the phone assured me that they could get the smell out of the rugs and that there was a two for one special on area rug cleaning, she quoted me a price of 250.00 over the phone. The man who picked them up said he could smell the odor on the rugs and I asked him if it could be removed, he said they could use a special enzyme and it would get the smell out no problem. He then told me it would be one hundred dollars more for the enzyme treatment. I agreed to the enzyme treatment and he took the rugs. The rugs were dropped off after being cleaned, the date of the invoice is 10/21/22, and the cost was $377.29. I put the rugs back in the house and about four days later the wool rug had that same odor again. I called and asked for a refund and the person told me that the manager would have to call me back, this was on a Saturday. I hadn’t received a call by Thursday so I called back and again was told that a manager would have to call me back. The manager called me back that afternoon and told me that the glue and fibers that the rug was made from can cause an odor and he offered to re-clean the rug. As soon as he picked it up the next day he called me at work to tell me it was the way the rug was made that it was cheap and he didn’t want to get it wet because it might fall apart, so I asked him how he cleaned it the first time? Didn’t he get it wet then? I also asked why his staff would assure me that they could get an odor out of a wool rug when after his explanations he basically told me that all wool rugs have an odor, he called it out gassing. I would like a refund because they assured me they could remove the odor and weren’t able to do so.

  

  Business response

  12/02/2022

  *****, Monday morning we will issue a full refund for your area rug cleaning. Sorry for any inconvenience this may have caused you. 

• Initial Complaint

  04/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  About 2 weeks ago I contacted Teasdale Fenton to have my 2 8x12 polyester area rugs cleaned using their clean 1 get 1 cleaned free offer. The customer Rep gave me a price of $220. but wouldn’t accept my military service in Vietnam nor my 70 yr old age for a discount on top of the clean 1 clean 1 free offer. Anyway she told me the rugs would be picked up in 2 days, and returned in 1 week. I rolled both up, and placed them in my living room by the front door. The pickup guy arrived on time. As my 4 pound dog sat on the couch inches from the guy he put on a pair of cotton gloves and asked “Do you have a dog ?”. Perplexed I said of course and pointed at my dog. Then he exposed a 3 inch corner of a single rug end.. the end that sits 3 feet behind the couch, and never was exposed to a dog or human traffic, then touched the rug backing with his gloved hand, and told me “It’s sticky with dog body salts, and said your rugs need a doggy treatment in order to clean them. Smelling a upselling I told him “ No, just do a basic cleaning with soap or whatever you use.” He replied “No, I will not take them away unless doggy treatment is used”. When I asked him is it free he said “NO ! It’s $80 per rug extra.” Panicked to get both clean before Easter I reluctantly agreed, and let him know this was a obvious scam, and would report this. I immediately contacted the customer service phone person about this, which she immediately slothed off as she seemed to expect this. It’s very obvious Teasdale Fenton does not care about customer service and would rather make a quick $420 while losing thousands by warnings to others by a current customer to never use them, and future business. I’ll never call them again, nor want them to offer discount coupons or ever contact me.

  

  Business response

  04/25/2022

  Hello ****** my name is Troy P I am the manager with teasdale fenton. I took some time to look into your invoice as well as talk to my cleaner. I want to let you know that we typically do not do business this way and i want to make it right. I am going to refund any of the additional services that you were sold. You said you had an additional $80 per rug added on so we will refund you $160 plus tax. Once again i want to apologize for any inconvenience that this may have caused but we will make it right for you. I will sign off on having a check refunded to you this week. Thank you for reaching out to us and bringing this to our attention

  Customer response

  04/26/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ******
  

  Customer response

  05/10/2022

  The consumer has notified BBB that they have not received the refund. Please provide a status. Has the refund been processed? If so, when was it processed? If not, when will it be processed?

  

  Business response

  05/11/2022

  The refund is coming, we have a process where we refund via check. the check has been authorized and signed off on and then goes thru our accounting department to get issued. I have checked on the check and the check should be in the mail and to the customers home within the week. 

  Customer response

  05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09-10-2021 and 12/02/2021; Teasdale Fenton cleaned the air ducts to a brand new furnace at our home. IMMEDIATELY ! Everything we owned was covered with a heavy layer of slime and filth, everywhere. I called Teasdale Fenton and addressed the problem and to report that the workers had destroyed the register covers. Terry paid for replacements himself, Teasdale Fenton did not care. The filth covering everything had us mass cleaning the home daily and we were forced to throw a lot out of expensive items to the garbage, as it was unusable. I called several times with no call back from Teasdale Fenton. I have a severe skin infection from the filth coming from the ducts, which require 4 Doctors to treat the sores. Terry called and requested inspection and a REDO, as we expressed we were not satisfied with the first cleaning. The Furnace Men inspected their furnace job and told us to contact duct business. I called Lyndy? on 12-08-21; who was passing info to Marcus. He said he would talk to workers and get back to us. No reply. I feel the second cleaning, which cost 457.99 ! be returned, which included commission of 35% to the workers and $80. in extra additive. Also the men were off the clock and this was a side job to them. The first cleaning cost around $300. or so. BEWARE! The entire thing is shocking and dishonest business practices. We are still fighting the fight with clean up. Thank You.

  

  Business response

  12/30/2021

  We went to the home on 9/10 and cleaned the air ducts. Everything was fine and we received payment for the job and the customer signed off on the job. We then get a call that the air ducts were dirty and we scheduled a crew out to go look at the air ducts on 12/2. We have a 10 day policy on our work and we will even go over our 10 day policy if we did something wrong and we will correct any issues. Upon inspection of the ducts our crews found nothing and they took pictures which i have included a few and there was zero dirt in the duct work. Our technicians explained that its been 90 days and there is nothing wrong with the airducts. The cutomer wanted us to clean them anyway at that time our technician explained we would have to charge for another cleaning because 1. its been 90 days and 2. there is nothing wrong with the first cleaning and the inspection found no dust, dirt or debris in the duct system. The customer said go ahead and re-clean the system and we did. I have included a copy of the invoice that states there is nothing wrong with the cleaning and the first crew did a good job and because there was no negligence found and no dust, dirt or debris found in the system we would have to charge for the cleaning. The customer paid for that cleaning and signed the invoice stating they were going to be charged. I would like to also state that the complaint is incorrect and this was not a side job and our technicians did nothing incorrect or nefarious. This was a job assigned to these employees from our office and it was all done on invoices that were turned into our office along with payment for the job so the claim that this was done off the clock or on the side by our employees is completely untrue. The customer may be correct when stating that there was some dust on the furnace filter. This is a normal occurance. When we are done with the cleaning the dirt or dust is broken up in the duct lines it sticks on the furnace filter and once the cleaning is done you change your filter as normal monthly and the first time you remove the filter you may see some dust on the filter but these are normally removed and replaced with a new filter on your monthly maintenance. Please see pictures included these pictures are from the inspection after the first cleaning but before the second cleaning, i have also included pictures of the invoices from the 2nd cleaning.

  Customer response

  12/31/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  NO! I called Teasdale Fenton immediately, talked to office staff about the damaged register covers and asked for reimbursement from
  Teasdale Fenton and the fact that we were  not satisfied with their job.  Terry went to Lowe's and replaced them himsself. We explained to the staff that the home was covered with black slime on every surface after they left the first time. No response from Teasdale Fenton . We never received any calls from Teasdale Fenton and we called  the main number to the office staff more than 10 times.  We were always told a supervisor would return a call to us , never did they reach out to us.  The statement they submitted to BBB "They are mistaken or intentionally lying" The men from Teasdale Fenton that came to do a redo told Terry, "The were off the clock and it was a side job,  they charged extra for commission, and the billing was about $160. or so higher than the first time" $800. is not realistic to pay to have ducts cleaned on a new furnace on a 2 bedroom ranch home. Thank you BBB.   
  Regards,
  
  ***** *** ***** *****
  

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday November 19, 2021 a serviceman from Teasdale Fenton came to my home to clean my air duct vents and dryer vent. The young man was unable to clean the duct vents because the equipment was too bulky, making it impossible for him to maneuver the machine into the basement by himself. No problem. We agreed I would call to reschedule and he would ask them to perform a "brush cleaning" instead. I asked him to go ahead and complete the dryer vent cleaning. Meanwhile through all of this, I was in my office working. He returned within a few minutes and said he had completed the job. I was surprised and I commented that it was rather quick. However he assured me that I had only a short run from the basement to the outside window. The job only "takes 10 minutes". He said he only got a "hand full" of lint and it looked pretty new. I paid $50 + tax and a $9.99 environmental fee with a check and he left. About an hour later, I went out in the yard to check the outside dryer. The vent can be tricky to click back in place and thus, can sometimes falls off ---I assumed he had removed the cover to insert whatever hose/device is used to clean the vents. The vent cover was in place. Moreover, the window well cover was also in place and covered with leaves. There is only a small space between the basement window and the window well. To adequately reach the vent, you simply remove the plastic window well cover. Clearly this was not removed because the leaves would have fallen off. There is no way the serviceman could have removed the vent cover without removing the window well cover. The reason I requested this service is to avoid a fire. This is a new home. I have no knowledge of whether or not the service has ever been done. I am requesting that a senior technician come to my home to demonstrate how this service could have been done without removing the window well cover and the vent cover. If they can demonstrate this, I will be satisfied. Or they can redo the work.

  

  Business response

  12/15/2021

  *****,

  We hate to hear that this is how your service went. We would be more than willing to come back out and send one of our senior technicians to re-clean your duct work to ensure that they are clean. We even have a camera we can run thru the system to ensure that all of the debris, dust and dirt was or will be removed. Have you called our office to reschedule the cleaning? We guarantee our work 100% of the time. If can leave me your number or call my office to schedule a reclean and I will send ryan out who is our senior technician for air duct and dryer vent cleaning and we will make sure that we get you taken care of. 

  Customer response

  12/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********

  I will call and reschedule the service. This is not considered resolved for me until they return to my home and redo the work to my satisfaction. 

  I am hopeful that it will be resolved.

  I will follow up with after the service visit to let you know it is resolved.  
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we had water leak in bathroom. the company said they would dry it up & do the repairs. they came on 9/1/21 and in my bathroom set up 3 different machines, there was a dehumidifier and a heater they told me that it would get like at least 100+ degrees. they left it from 9/1/21-9/7/21, due to labor day. i had a huge electric bill from all of that running ( that is not the complaint) i have 2 spots in my bathroom that the paint peeling on painted tile. i called and spoke with dawn. she had the tech that did the work call me. i sent him pics and he sent on to restoration guy, who told us he would call out to our insurance and get back with us. i have texted him twice and not heard anything. i called dawn and left messages no response. i had my husband call dawn and she said he needed to speak to holly and hung up on him. he called holly who said she would get in touch with the restoration guy and we have not heard back from anyone. we would like to have the tiles repainted or fixed

  

  Business response

  10/09/2021

  We are aware of the issue and sometimes it can take a few days to get the insurance adjusters to reapond back due to a high level in claims and the current labor shortage. I will pass this on to russell who manages this department and we will have him.reach out to you monday to see where this claim is at with the insurance company. Thank you for your patience we will get this handled for you as soon as possible

  Customer response

  10/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

   

  if they are connecting with their insurance company then i accept this as long as the tiles get fixed. but if they are connecting with my insurance then i do not accept due to this being their mishap not mine and my insurance should not have to pay for this which would probably result in even higher rates for me. also i was told that they would contact the "insurance " on 9/17/21 from the restoration guy who called us and as of yet he has not done so if he is contacting my insurance. i do not see how it would take that long to connect with any insurance. even then a simple response to out requests would have been appreciated, rather than hanging up on us, giving us the run around and just not returning our calls.

  

  Business response

  12/01/2021

  I think there is some confusion here i am the contractor and this was not my property so i do not submit claims to insurance companies. It is normal practice that the home owner would submit the claim to their insurance company. Typically the loss would happen and the customer calls us out to the property and we will start the work while the customer files a claim with their insurance company. I would ask the homeowner their claim number and adjusters name. if i am reading this correctly this would be info they would be able to give you.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/21, I discovered water had overflowed from a sink in my finished bsmt, totally soaking a small area of a carpet. I am a 60 year old single female who unfortunately knows nothing about home repairs. In a panic I called several restoration companies, Teasdale Fenton was the one who could come the soonest. They came out pulled up the carpet in the small, affected area (carpet was not stapled, they just pulled it up) and removed the padding underneath. They then placed the carpet back down and left several pieces of equipment to dry up the area that was visibly affected. They also applied an antimicrobial. They advised that the issue had stemmed from a leak in a valve that was located under the sink. I should have realized at the time that was impossible, as the valve was UNDER the sink, however I was so shaken up and felt that they knew what they were doing. 11 days later, this occurred again. This is a long story, I am attaching a full description of what has occurred.

  

  Business response

  10/09/2021

  I believe our management team has reached out and offered a resolution. It is our job to mitigate any water damage however we normally do not fix any root cause of the issue this is typically left to a plumber. We did put equipment in which was turned off by the customer during the drying process however the charges for this particular job were very much in line with standard industry pricing. If there are still issues i will have our water manager reach out monday to try to explain and resolve the situation for you. Thank you for your patience

  Customer response

  10/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******

   

  10/11/201 - This response has been rejected as it is not true.  No one has reached out to me from Teasdale Fenton in regards to this issue.  I have not received a phone call, an email, or a text.  Nothing.  In addition there comment that the fans were turned off by the customer is correct, however incomplete.  The fans were turned off by the customer under DIRECTION given to the customer by the company, Teasdale Fenton.  The company was supposed to return to my home on that Thursday, however they did not show, nor did they call.  It is only after I made the outreach to them that I was given the direction to turn off the equipment.  I was told on their initial visit, which was on that Tuesday, that they would come out on Thursday to check and see if the carpet had dried.  If so, they would remove the equipment from my home.  As they were a "no-show" I had to check the carpeting myself.  When I did so, I discovered that it was dry, therefore the fans were turned off and kept off until they finally came out on Friday.  The fans were used for approx 1 1/2 days.  

  Customer response

  10/13/2021

  I will have to mail in this documentation, because the estimate that the company gave me is extremely light and therefore will not scan properly.  I will mail this on Saturday, 10/16/2021, as that is the first opportunity to go to the post office.  PLEASE do not close my compliant, as again, I will mail this out on Saturday.

  As far as the invoice goes, I was not given one.  On the initial day that the company came out they advised what the total charges would be, but advised for me to only pay half at that time, because if the equipment was not needed for 3 days then the total charges would be reduced.  When they returned 3 days later, I was just told verbally to pay the remaining half.  When I pointed out the fact that the equipment was not even used for 2 full days, I was simply told that is the amount that the office advised the technician to collect.  So, foolishly I paid the other full half.

  As I don't have an invoice, I will be sending copies of my canceled checks.  Again, this documentation will be included in the documentation that I will mail out on Saturday. 

  I do want to point out, again, that the business has not made any attempt to contact me, as they have previously stated was the case.  I have received no contact at all from the business.

   

  Thank you,

  ******** ******

  

  Business response

  11/17/2021

  Our work was to mitigate the water damage not to fix or identify pre existing issues with the pipes or valves. We did dry the property with equipment during this process the equipment was shut off by the home owner. Our charges were well within industry standards. Curtis is the manager of of water division if you would like to reach out but the services to dry the home were done and within industry standards on workmanship as well as price

  

  Business response

  11/19/2021

  I have attached the work authorization with a signature from the customer as well as a final invoice ( which was the same as was quoted from the beginning ) also, the person who is writing on this is not our customer. The neighbor is the one who is writing the complaint on the BBB not the actual customer. During the job we removed the flooring (carpet and laminate ) we also placed drying equipment which was turned off by the customer in the middle of the job and we removed some drywall. we then cleaned and applied antimicrobial spray to stop any mold growth from growing. This job is below the average cost for a normal water remediation. please see attached documents above.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 17, 2021 @ 16:00 I had carpet cleaning services scheduled and started. I paid $157.37 to have my carpet wet up in 5 rooms + hallway+ stairs and no cleaning done. I couldn’t tell there was no difference until after the carpet had dried. Upon first look after the technician was finished, it ‘looked’ better but that is not the case! I called them last night about midnight (00:00 August 18, 2021) at 512.729.9793, the number on their that website states they have 24/7 service. No answer, left a voicemail. Checked my receipt and called the number listed on it at 513.797.0900, no answer so I left another voicemail. I then sent a message, with pictures and video, to their Facebook Messenger requesting a phone call as soon as possible! I called again this morning @ 7:00 513.463.1916 and was told they would try to work me in after 12:00, because their schedule is booked. I should be first priority! I already paid for a service I did not receive! I’m dissatisfied and inconvenienced!

  Customer response

  08/19/2021

  I filed a complaint earlier today about Teasdale Fenton. They sent a new technician out, Shane, before 12:00 and I am satisfied now with the cleaning. The complaint about the previous technician still stands and the advertisement about 24/7 service should be corrected on their site and all ads as they are not available after 19:00. Although I was inconvenienced, Shane’s service warrants full payment and I am not seeking any type of refund. Please adjust my complaint accordingly! (Or contact me if any further detail is needed) ###-###-####
  

  

  Business response

  08/19/2021

  We do guarantee our work and we will be more than happy to come back out and re-clean your carpet at no charge to make sure that you are satisfied. We are 24/7 however that is for emergency services such as your home catching on fire, your basement filling up with water or a tree falling on your roof. Carpet cleaning is not considered an emergency service so this is most likely why the carpet cleaning line was not answered at midnight. If you would like to give me a day and time you are free we would be more than happy to come back and re-clean your carpet. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩