ComplaintsforKiwi Carpet Cleaning

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The full complaint is in the upload of the Word Doc titled "BBB Complaint - Kiwi Services" Summary 10/15/21 - Kiwi Services came to steam clean 600 square feet of tile and grout and the carpet on the stairs for a quoted $377.67. By the time they left they had added in charges leading to a total bill of $944.67 with tax. The technician did not disclose additional charges prior to the additional services of sealant and sanitization and deodorization. There is no pricing structure on the website leaving no transparency to the consumer. The sanitization service was provided without consent. The technician gave me a receipt, asked for a card, charged the card and left quickly without explaining the receipt or answering questions. His rep id and name were not on the receipt to avoid accountability. I attempted to call Kiwi and they gave me the run around since Saturday 10/16/21 and have not provided resolution. We want a refund of $535.84 with tax for additional charges.

  Business response

  02/03/2022

  Business Response /* (1000, 9, 2021/11/15) */ November 15, 2021 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm St. Ste 3838 Dallas, TX XXXXX Attention: *** ********* Re: ***** ******* COMP ID: XXXXXXXX Dear Mr. ********* - In regards to the above referenced complaint, these are the facts as we see them - In regards to the additional work that was approved by Ms. *******. Per the work order the add on charges were signed for and paid by Ms. *******. We received a complaint the next day from the customer that the add on charges were not thoroughly discussed, even though she agreed, signed and paid for the services rendered. We did convey to the customer that as soon as the invoice was uploaded, we would review the invoice to see if the add on charges were in line with what we standardly charge. Once the invoice was uploaded, we did leave a voicemail for the customer to call us back. At this point we did agree that the sealant was above what we normally charge and we agreed to refund 140.00. All the other add on charges were in line with what we charge as a company. Ms. ******* called us back explaining her family's tragedy and expressed that she expects our company to do more as a resolution in order to avoid any further recourse on her end. We sympathized with her circumstances and agreed to a resolution as a customer care gesture. Again, we would like to apologize to Ms. ******* for any inconvenience and thank her for her patience and understanding regarding this issue. Please let us know if you require any further assistance from us. Best Regards, Customer Care Department Kiwi Services, Inc. Consumer Response /* (3000, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kiwi Services was not specific in their response. We spoke to Kiwi Services on November 3rd. They offered to refund $285 plus tax ($308.51). They will refund the $145.00 for the sanitation/deodorization as well as $140.00 for the grout sealing. Although we asked for $535.84, we accepted the $308.51 as we are going through a family tragedy. Otherwise, we would have fought it further. We ask the BBB to keep this complaint open until we receive our refund check and are successfully able to deposit it. This is important considering that others have had issues receiving refund checks from this company.

*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. ↩