ComplaintsforSafe-Dry Carpet Cleaning

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired safe dry to clean carpet, in the process, they knocked a hole in drywall, sent pictures and they will not contact me

  Business response

  02/08/2023

  We have looked at the pictures , and have found it would be nearly impossible to do so ! We where notified some days after the the cleaning that a hole was in the wall . There was no way for us to determine that our guy did or could have done it . With timing on how long after cleaning , customer done walk through after ********************** and signed invoice everything was satisfactory.  How every from a customer satisfaction point we would be willing to offer $100 just to show that we care how our customers feel . 

  Customer response

  02/11/2023

   
  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.
  
  Sincerely,
  
  ******* Golden

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff DC Consumer  contacted the business to come clean an area rug, 2 runners and a mat, not the carpeting. Did not want the carpet cleaned.  Consumer asked to take products outside to clean because consumer didn't want the carpet messed up. The salesperson said they would comply with the request.  Sent the person out to clean the area rug, 2 runners and a mat and the person would not take area rugs outside. The carpet was messed up due to using a machine on the carpet to clean the area rugs. Quoted $152.00, upon arrival increased the amount to $168.00. Consumer states the business was very rude and didn't want to listen to the complaint. Their website states if carpet, rug and upholstery cleaned to your satisfaction or it's free. Wanted $88.00 to come back out to clean the carpet.

  Business response

  11/29/2022

  Sorry for you experience, but it is total natural for carpet to be cleaner under a rug ! This is seen in almost all cases where there is a rug on top of carpet . Reason being is because you cant walk on the carpet under the rug , so when you look under a rug on carpet it will look cleaner or lighter ! If the is any problems with the rug cleaning as stated we will return and clean it free . That doesnt include carpet that wasnt cleaned and paid for . 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A technician, ******* J******, from Safe-Dry came to our house on 9/27/22 to clean the upholstery of our sectional couch. During the cleaning, part of the machine he was using dislodged and landed across the room. After he had finished and left, I noticed the couch did not appear clean and the couch had been damaged. The threads had been snagged and pulled out on one of the cushions. I contacted the manager, *****, the following day and he said he would send another technician out to re-clean the couch and repair the damage. The next day a technician came out and cleaned the couch and said, "This is as good as it's going to get." No repairs to the damage were made. I contacted the manager again on 9/30/22 requesting a refund since the couch had been damaged during their service and I did not think it could be repaired. I sent him a picture of the damage and he said he would speak with the owner of the company the following day and call me back. Two days later I received a text message from him that said that they could "definitely repair it" and he would contact me Monday 10/3/22 to do so. After no one came to make the repairs and I had not heard from the company, I called back on Tuesday 10/4/22 to follow up. At that time the manager, *****, told me he would come do the repair the following day 10/5/22 at 1pm. I arranged my schedule to insure that i would be home at that time. At 12:37pm on 10/5/22 the technician, *******, called me and denied causing the damage and stated he did not believe it could be repaired and "didn't see any point in coming out a 3rd time." I asked him to discuss this with the manager, *****, since he was the one that insisted it could be repaired. ******* said he would speak with ***** and that one of them would call me back. No one from the company called me or showed up to attempt the repairs. That evening, I sent the manager, *****, a message about the situation and again requested a refund. He has not responded.

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/10/07) */ I would like to help with this matter, but customer has to be able to talk about the job ! I would be willing to refund some for the service , no problem, but customer has to respawn or call office ! It was $250 , willing to refund $125 Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with the manager, *****, on Friday 10/7/22 who said he was unable to view the invoice at that time and that he would call me first thing in the morning, Saturday 10/8/22 at 8am. I confirmed that time would work for me, but he never called. Not did anyone from the company. I messaged ***** that afternoon letting him know I had not heard from anyone, but he has not responded or called me back. My couch was ruined during a service provided by this company, I am requesting a full refund. Business Response /* (4000, 9, 2022/10/11) */ A refund has been issued! Consumer Response /* (2000, 11, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was issued.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worst ever! The $88 3 room special was quoted $350 because I added a hallway & sofa. That quote ended up costing me almost $500 by the time it was over. I would have been okay with that if they did a good job. The carpet stains are still there. The sofa stains are still there as well as extra stains from excessive water. Equipment scratches all over the sofa. Loosened the stitching. Left a gritty film on the sofa that feels like sand. Tons of lint and trash left behind. And it stinks! Smells like a wet dog. I have over 100 photos of the damage, lint/trash and stains left behind that I'd be more than happy to provide. I contacted ***** with no response. I've also messaged into the website and keep getting the run around. Also, it's supposed to be a dryer cleaning. Not the case. My floors were soaked in some areas and dry to the point of not being cleaned in other areas. The sofa was absolutely soaked and when dried tons of large water spot stains left behind. They arrived in an suv with handheld equipment with a huge disc that pushes the dirt into the carpet rather than removing it and a trashbag. My cheap ****** shampooer does a better job. I cleaned the carpet afterwards and the water was filthy. Definitely didn't appear to be a freshly cleaned floor.

  Business response

  10/03/2022

  Business Response /* (1000, 8, 2022/09/28) */ ***** ****** HAD A ONLINE ESTMATE OF $350.00 9-21-22FOR 3 ROOMS HALL SECTIONAL SOFA , SHE PAID $458.00 PLUS $20.00 FEE SHE GOT MIDDLE PACKAGE . ON INVOICE THAT SHE SIGNED STATES THERE ARE DISCOLOATION , WORN AREAS ,HIGH TRAFFIC AREAS BUCKLED RIPPLE CARPET ,PERMANENT STAINS PET STAINS AND OTHER ISSUES . PRICE IS CLEARLY WRIITEN AND SHE SGNED INVOICE TWICE , 1ST ONE IS TO CLEAN IT SECOND ONE SHE WAS SATISFIED ON 9/23\22 PAID WITH CC TO ANSWER COMPLAINT , HAVE YOU SCHULDE A RESERVICE , OUR OFFICE HAS NO RECORD OF THIS ! 2 ON PRICE YOU HAD OLINE ESTATE 350 , HE CHARGED 458 CLEARLY WRITTEN , SO NO REFUND BEING GIVEN 3 ON STAINS INVOICE STATES YOU HAVE PERMANENT STAINS, PERMANENTS ARE NOT GUAANTEED, WORN AREAS ARE DAMAGED AREAS ! OUR OFFER IS TO GIVE A RESERVICE FREE < 1 RESERVICE BECAUSE THE STAIN ARE PERMANENT BOTH INVOICE AND ONLINE BOOKING HAVE BEEN ADDED Consumer Response /* (3000, 10, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's more than 3 stains. Your site starts "100% guaranteed or free". When I signed, everything was soaking wet and wasn't showing the stains. Tons of stains. Like I said, my cheap******* shampooer cleans better. I was not happy with the higher rate but I agreed to it because I expected a clean floor and sofa. It is not clean. It stinks worse than before it was done. I have called ***** once and texted him 3 times, with no response and I can prove that. That's why I texted, so I would have proof. I have emailed through the sight and have had no response. My sofa was damaged by this company. And no stains were removed from the floor or sofa. The sofa has MORE stains than before the work was performed. Business Response /* (4000, 12, 2022/09/29) */ Permanent stains are permanent, no carpet cleaning company including us guarantees permanent stains ! Invoice states there are permanent stains ,worn areas, customer signed invoice saying she was happy with the work . Customer didn't contact us about this matter, we would have returned free of charge to try to correct any cleaning problems, However permanent stains can't never be removed or guaranteed. We stand behind our work , that's why we explain up front in writing! We would be happy to provide 1 reservice free of charge to resolve this matter.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called XXX XXX XXXX and spoke to******* to attempt to reach a resolution. When this didn't happen, I emailed ******@safe-dry.com to document this. I found this address on BBB in response from the company to a similar complaint as mine. Here is a summary of the email I sent 5/1/2022 to which I have yet to receive a response. I scheduled to carpet cleaning on April 16 because my dogs sneaked upstairs and urinated in two areas, one of which was the guest bedroom where we were soon having a guest. I gave the estimated square footage. There was a special of $119 for 3 rooms which is what we have. There would be $20 to $30 additional charge per room if treated for urine. The carpets would be dry in one hour. Based on that information of paying around $200, I scheduled the cleaning. The technician arrived 3 hrs late, he walked the rooms using feet as the measuring tool and gave estimate of $500. When I told him he could leave, he dropped the price. We settled on $300 for cleaning and urine treatment. When he left, the urine odor was worse than before and carpets took over 24 hours to dry and when they did the urine odor was strong. I gave it a few days to see if it would "go away",it did not. I called the number of the booking agent who said******* would call me back that day. I gave him the above information. He explained something about the technicians working on commission and something about a sliding scale so that was why the pricing can vary. He said that he would send the same technician back on Saturday, April 23rd at 10:00 to reclean the carpets with the pet odor solution and that maybe he didn't add enough to the mixture. On April 23rd, the technician arrived very early at 8:45, not 10:00. The technician asked what he was supposed to do which was weird to me since it seemed******* would have made that clear. He sprayed the spots and left in 5 minutes. He suggested to get Walmart Kids and Pets cleaner. Urine odor is still very strong to this day.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/05/10) */ Contact Name and Title: ****** **** Office Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@safedryclean.com Hi ***. I'm really sorry to hear that you've had a negative experience with our team. We pride ourselves on providing the best possible service, and it sounds like we have missed the mark this time around. I am forwarding your feedback to our General Manager. He will be in contact with you regarding your experience in the next 24 hours so that we can make things right. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not contacted at all as of today 5/13/2022. I do not have missed calls or voicemails. There is nothing in my spam email. Business Response /* (4000, 11, 2022/06/09) */ The manager that was handling the complaint for *** ****** is no longer with us. My apologies for this not having been resolved prior to his departure from the company. I am submitting this information to the new manager over this area so that it can be resolved within the next 24 hours. ****** **** Office Manager Safe Dry Carpet Cleaning Consumer Response /* (3000, 17, 2022/06/24) */ Safe Dry has yet to contact me. This is another delay tactic in a routine they seem to have down to a science based on other reviews of this company. I have yet to post my own review since I am hoping the BBB can assist with getting the requested $90 refund for urine odors that were enhanced instead of removed. Please reopen this case so I can get a refund. Thank you, *** ****** Business Response /* (4000, 19, 2022/06/30) */ Good afternoon! I am terribly sorry that there has been no resolution up to this point with the issues with your service. I am putting in for a $90 refund for you, and I will be getting the manager currently over this area to be in touch with you within 24 hours. If there is anything I can do for you, please let me know. Ashley H*** Office Manager Safe Dry Carpet Cleaning

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $150.00 for my sofa to be cleaned and deodorized and $100.00 for two rugs to be cleaned. The employee cleaned just the top parts of the sofa cushions and stated "That's all the price included." My carpets smelled worse after the cleaning than prior to the cleaning. I contacted the company and they scheduled another technician to come. He was scheduled to come Dec 11th but cancelled due to the tornados that occurred the night before. He rescheduled to Dec 17th. 1.5 hours before the scheduled time he called to cancel and asked to reschedule to the following day at 11:00. He was a no show and no call to cancel. When I contacted the company that afternoon, I was told I was not on the schedule. I have since had to purchase a carpet cleaner to clean the rugs. After multiple phone calls the week of 12/20, I was told a refund would be sent. As of 1/4/2021 said refund has not been received. The initial appointment was the first week in December. I paid a total of $250.00.

  Business response

  01/17/2022

  Business Response /* (1000, 8, 2022/01/17) */ We sent out a refund for $250 on January 6th.

*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. ↩