ComplaintsforHeaven's Best Carpet & Upholstery Cleaning

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is the worst company to deal with. They hounded me during the incident of my house that occurred on May 2022 with tree damage. They gave assurances that job will be completed by October, then november, then December and we go on to next year. Finally, I was able to move in in April/May with half a** work and today marks 14th month after the incident and the poor service from ******************* and his team speaks a thousand words. I had sent Multiple emails to him with no response from him. Their contractors kept deficating in the house with no water. The entire work, if not micromanaged goes astray. They have managed to kept a good ****** Review through some means that is beyond me. I have asked them numerous times to clean up the driveway and hundreds of nails that we keep finding around the house. This was after the poor gutter guard installation and sidings that have still not been removed from around the house. Insulation has not even been installed above the kitchen area that was discovered during a home inspection that I had hired. I do not know what happens next, however because of them, I was forced to move at least 4 temporary accommodations due to them pushing deadlines, not once, not twice, but 5 times a week prior to completion. I am not even going to explain how much of personal/professional hardship this has caused myself and I am appalled by them with the baggage they bring with their name. See below a list of emails that is just 5% of my headache caused by Spartans:Ah yes, before I forget: They were moving me in to the house with no bathroom, and it will give you chills if I share the pictures.Fri, Mar 24 at 3:36 PM ***,I have not received a single response from your team in over 32 hours. After multiple calls and pushing it to *************************, I get an ill text message from **** , "Is there anything you need from me? I am out of office today?Who is there to assist? Your company has guaranteed myself moving back in within 6 days and the place is a complete sham and in ridiculous shape. Perhaps, 80% has already been paid out. I need to have someone from your team meet me on site within 24 hours or I continue to escalate this. The weekend excuses and no phone calls after 5 pm will not work.************ ************************* <*****************************>To:*********************************** Fri, Mar 24 at 3:36 PM ***,I have not received a single response from your team in over 32 hours. After multiple calls and pushing it to *************************, I get an ill text message from **** , "Is there anything you need from me? I am out of office today?Who is there to assist? Your company has guaranteed myself moving back in within 6 days and the place is a complete sham and in ridiculous shape. Perhaps, 80% has already been paid out. I need to have someone from your team meet me on site within 24 hours or I continue to escalate this. The weekend excuses and no phone calls after 5 pm will not work.************

  Customer response

  08/10/2023

  Attached documents as requested

  

  Business response

  09/15/2023

  In response to the note from ****************:
  Thank you for the note, and we have received and successfully handled all issues brought up in the post below. **************** was able to successfully move back into his newly renovated home a few months ago and is happy to be back home. At Spartan we take this note and complaint very seriously, and handled quickly once issues were brought to our attention.Spartan did have a few hiccups and potential delays along the timeline of the project, but there was never any point where **************** went 48 hours without someone from Spartan communicating with him.
  
  In a project such as the one that **************** unfortunately faced, happened to be a massive ******-********** that went through the middle of his home and caused catastrophic structural damage to his home and deck. Our team helped the homeowner throughout the process; removal of the tree and *****, to doing an extensive board up through the evening until 3am to ensure no additional water got into the home and then we handled the rebuilding of his home. When dealing with a large claim such as this, there are multiple factors, not under the contractor's control that we deal with on each project (i.e., we waited 11 weeks for the adjusters engineer to finalize structural plans for county submission, retaining permits back from Prince ******* County once they had the structural plan took seven weeks due to county being overwhelmed with reviews from the same storm). Saying all of this does not take Spartan out of some of the delays in the project, such as long lead items for windows, delays in vinyl siding selection, cabinets, and appliances.Once Spartan knew we would be delayed in these areas we reached out to the homeowner to inform him and either he would let his adjuster know that we need a housing extension, or we reached out on our end. Unfortunately, this is not uncommon when working on such a large claim, as there are many factors outside of the contractor's control.
  
  **************** expressed his concerns to Spartan multiple times, and multiple times we handled each problem quickly and efficiently. However,Spartan does take accountability with our delays we realize there were some items we could have been more efficient with that *** have moved the homeowner back in a month earlier and for that we are truly sorry. Due to this, Spartan management decided to waive the homeowners $2500 deductible payment that he owed us for any delays on our end as a sign of good faith. We have been in touch with **************** multiple times since this post, and he made it clear he was happy with the work completed and mentioned he would attempt to take it down as he was satisfied with the final results and end product of his new home. We appreciate the homeowners notes and candor and are taking it very seriously on all projects moving forward. Spartan will strive to do better on each, and every project we come across, even when all the factors are not under our control. Thank you.
  
  Spartan Management

  Customer response

  09/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  Dipank (aj) Gulati
  
  
  
  

*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. ↩