ComplaintsforChem Dry of Roanoke

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Keith(says he's the owner) came 11-14-22 to clean carpet in 2 large rooms and took only 20 min. Charged $220. Next day when I vacuum I pulled out 10x more dust/dirt from carpet. Called them so he came back 11-16-22 with an awful attitude and brought in nasty vacuum and used it then went over the carpet in 20 minutes again. Next day I was vacuuming up even more dust/dirt up. I sent him the pics each time to prove how much I was getting up and I have never seen this before. He not only accused me of lying about the pics he said he wasn't going to do anything else to remedy the problem. I offered to send him the time and date stamped version of the pics to prove it to him since he called me a lier, he didn't want that and didn't care that I was unhappy about the service. I told him I had my carpet cleaned by another professional, ******* *******, in June and I didn't have this issue and there were 2 men and they spent an hour and a half cleaning my carpet and it was clean when they were done. I was certainly not vacuuming up this mess after they left. I proceeded to ask Keith for a refund because he said he wasn't going to do anything else and not only did he refuse but he was extremely rude and nasty. He had the worst attitude coming back the second time cleaning my carpet, my mother can vouch for that. More importantly I think if you can't deliver on a service you guarantee then as a consumer I should be refunded so I can get somebody else out here to do it right. $220 is a whole lot of money especially for me because I'm disabled and live on a fixed income. (In pics I also include one to show how I clean out canister between vacuuming and these pics are of the 2 rooms after the 2nd cleaning)

  Business response

  12/06/2022

  To whom it may concern,I arrived at Mrs ******** house on 11/14/22 greeted Mrs ******** saying Good Morning introduced myself as Keith ask her to show me what she would like cleaned. Quoted her the price for the 2 rooms she wanted cleaned, disinfected and protected. When finishing the job and cleaning up I looked at the waste filter. The waste water was dirty. Went back thanked her wished her a good day and received payment. The next day I was informed by my office that she had called and emailed with pictured of the vacuum canister. She told my office she was unhappy with the results. I told my office to contact Mrs ******** and schedule a time for me to go back and clean again. I returned on the morning of 11/16/22 to do a second cleaning. Again greeted her at the door and said Good Morning. Had a commercial grade vacuum with me she asked me if I was going to vacuum. I told her yes I was. I vacuumed the carpet with a commercial grade vacuum with HIPPA filter. Again I pre-sprayed the carpet even though I was there two days prior. I cleaned the carpet and gave it two extra passes to insure that everything was clean. Wrapping up the job again I looked at the waste filter and there was very little discoloration of waste water. Went back into the house to let her know I was done she was not available I spoke to her mother told her mother that I was done cleaning. She thanked me and asked if I cleaned duck work I told her no I do not. I  thanked her again and wished her a good day. Upon receiving the second email she requested a phone call from the owner/ manager so I called and spoke with Mrs ********. During our conversation I told her that the second pictures looked almost the same as the first pictures. She then accused me of calling her a lier. I told her I was not that lier never came out of my mouth. I also told her I put six passes on her carpet when cleaning it. She called me a lier. She was very aggressive and threatened to tarnish the reputation of my company in several different ways. I informed her there was nothing else I could do and I was done. Through out the conversation I remained calm and use the proper language and did my best to explain everything to her. My office staff can agree to what I say as they heard the conversation. I have been in this business for over 34 years with extensive training through out the years in the aspects of cleaning and the manufacturing of fiber and carpet and have even testified in court on behalf of a client. We have always strived to be the best in the business and uphold the standards of ChemDry. We have cleaned hundreds of thousands of square feet of carpet and have customers that are still using us after 30 years of business.RespectfullyKeith Reynolds

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