The owner came on SATURDAY, July 6th, to clean the carpet in two bedrooms and two area rugs; he also has a "cleaning crew", who was going to clean the whole house.
He was very nice, accommodating, responsive and personable, UNTIL THERE WAS A PROBLEM WITH HIS WORK- a LARGE STAIN/MARK that was left on my rug.
I pointed out the discoloration before he left that day. He said "it would dry". It is wool and have had it cleaned before, and I know wool takes time to dry, so I let it go at that... I paid him in CASH. Big mistake!
Two days later, July 8th, I sent a text asking if he his cleaning crew goes to Sunrise. NO response. I texted two more times, July 23rd and July 30th, because I found a duster his cleaning lady left here (not cleaning crew). Again, no response to these two texts. It was NOT a "Swiffer" type duster, it was a more expensive metal handled duster.
The fourth text, on August 4, I texted a picture of the discoloration on the rug and again asked about the duster. He told me to throw the duster away. I asked "What about the large mark in the carpet?" and he asked "What's happening with the area rug?", "That's weird." Then I texted "It was there when you left, I thought you said it would dry or something to that effect. It is not because the fibers are pushed one way of the other." He said: "Yeah, but that looks like discoloring". He said: "It's supposed to Have you vacuumed it? I told him I had vacuumed it that day and asked that he call me, which he did. On that phone I told him when I was available, he said he was booked the rest of the week and was going out of town, but would contact me when he got back. So I waited...
Until August 19th. I texted him again and told him this was disappointing, and I would like for him to keep him word and inspect the rug. I asked him to contact me and he did call me back. I texted him August 22 and told him my schedule and to let me know what is a good time for him. He texted back: "I will try to go by after (the time I told him I could be home by) next week. This weekend I can't". I replied: "Just let me know what day you can", and I waited again....
So on September 6th, I texted him: "haven't heard from you. Second time now... just tell me if you r not going to come". His response was: "Hi. I don't have a problem with passing by, it's just the time you are available that makes it difficult. I can pass by anytime during the week before (30 minutes before I get home from work). I have to pick up my kids in school after that. Weekends are an issue for me (he originally came on a Saturday). I have been trying to be very accommodating but we have not been able to agree on a courtesy visit that would work for both of us. Please, tell me when you would be home on a weekday, during a reasonable hour so I can pass by for a courtesy cleaning".
I texted back on September 10th: "This is the first time I am hearing about the times I am available as being a problem. This is what you said the evening of August 22" (I copied what he had said). I went on: "Nothing stated the times I was available were a problem. I realize there was a hurricane, which is why I waited the rest of the week. I was being accommodating- waiting for you to contact me for another week. I asked you to just let me know the day when you can (come). I did not hear from you until this message. You also never stated the weekend was a problem when you initially came to clean the carpets.
Now you r talking about cleaning it again. I thought you were going to look at it to see what was wrong. Please let me know when you can come to inspect it. Here are your hours as listed in Yelp" and I sent a screen shot of his: OPEN 24 hours/day Monday- Sunday in the Info section of Yelp.
No response again... so September 11th, I texted: "?"
NO response again... so September 14th, I texted: "So.... now nothing? No response?"
September 14th: his response was:
"I tried, and I don't want to argue. I can pass by during a work week during regular hours, but I will not fall into a back and forth. You contacted me almost one month after the service, and still, I tried to work with you, to provide a great customer service. Please tell me a good day, during the week, for me to pass by to take a look and hopefully find a solution to this issue."
Needless to say, I did not respond to this. I WORK during the week, and now the times I told him I work, are the only times he can come to clean/inspect???!
My response is this YELP review. The problem WAS originally pointed out to him the day he cleaned them and he said "it will dry". I understand it is a wool carpet and takes time to dry and I was giving it time to dry. I sent the picture when the sun was shining on it so the discoloration could clearly be seen.
As I said, he was very nice before there was a problem. He was NOT accommodating after there was a problem. This is not good customer service. I am very disappointed. read more