ComplaintsforVital Clean Carpet Cleaning

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jimmy cleaned my carpets on Tuesday Feb. 7 for a cost of 253.00. He knew I was concerned about a few specific stains which he was not sure he could get out. However, not only did the stains not come out they looked worse and the carpets he cleaned in other areas looked like they were not clean as well as soaking wet still the next day. We immediately texted the next morning with our dissatisfaction and he called and asked how he can make it right but not offering to come back and fix the issue himself. I then told him I would get back to him. A few hours later I contacted a company to come re clean the carpets for 144.00 and they said they could get the stain out. Not only were they half the price they were confident in removing the stain. I told Jimmy I would like 144.00 refunded of the 253.00 to get this done and he did not agree. He later (in multiple text messages) said if the other company can get the stains out he will refund the entire 253.00. The next day the stain was removed and we sent him all of the pictures and no response.

  

  Business response

  02/16/2023

  There was a treatment authorization and an acknowledgment That we might not be able to guarantee the results of the treatment %100 and still they agreed and pursued with the service. and we were harassed on the phone and antagonize by this customer to provide a refund when it indicated in the contract. No refunds will be provided for the treatment option that was chosen by the customer and it was solely their responsibility. We are not responsible for their pet making stains on the carpet, the issue did not come from us and we don’t use toxic cleaning chemicals most of our customers understand the acknowledgment and obey the contract, also she sent us a couple of pictures and seems like the other company patched out the stains not chemically remove them and that’s not part of the original chemical removal process, carpet repairs are completely a soul service of its own we could’ve provide the customer with additional options but the would cost more due to the fact that we are a a business and we don’t offer free services we are not entitled to give any refunds for a services provided, and there is a contract in place, and we have proof of the pictures because we altered the lighting and the hue to be able to find what the other company did . Which was patching the carpet I still can’t believe they went to that extent to have somebody patch the carpet to try and prove me wrong  to take the stains out, It was an option that I could have provided for them, but it wasn’t gonna come for free we charge for additional services. The normal price that we charged its the agreed upon the service they rendered with a signed contract and that’s where it’s at . We didn’t do anything wrong in my opinion, I protected my business from a predatory customer and that’s the pure opinion??

  Customer response

  02/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Jimmy turning the tables on us as he did with other customers while he was here. Bottom line, they do not stand behind their work the stain or the rest of the carpet!!!. Due to the waiver I signed (mid clean)I have nothing to stand on. The loss of him keeping a customer satisfied for 144.00 is beyond my comprehension.

  
  Sincerely,
  
  **** *****

*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. ↩