I just can't recommend their service in the Inland Empire/ Los Angeles area. When calling the number from their website to make the appointment, the customer service representative was helpful and explained what kinds of carpet service they provide as well as their treatment methods. I was able to make my appointment with no issues. So, that part was great.
Upon arrival, the technician was on time, but wasn't in uniform (minor issue), didn't have any sort of a badge or identifying attire (again, minor), and also never identified himself as being from USA Clean Master (kinda minor). I asked him if he was a subcontractor, and he said that he wasn't. I find NO reason to not believe him, but nothing in writing was ever provided to me that actually said he did, in fact, work for USA Clean Master. Even the invoice didn't say USA Clean Master. Instead, it said J & M Carpet and Drapery Cleaning. It's just not very comforting to a customer that is essentially letting a stranger into their home. Again, the technician seemed like an honest and experienced guy, but the encounter just didn't seem representative of the company image from their website in which the work trucks had company labeling and the technicians wore uniforms. In any case that's just aesthetics.
As far as the service, they didn't vacuum the carpet first (I don't know of that's uncommon or not) and the carpets took WAY longer than the quoted 5 hour dry time. It was more like 10 to 12 hrs. As I understand it, that's not uncommon, so no real worries there, but they really shouldn't be so far off on their quoted drying time. (I have kids and had to get them to bed). Regrettably, the carpets looked EXACTLY the same as they did after drying as they did before cleaning. The technician even recommended I pay an extra $15 per room to pre treat the high traffic areas so that the discoloration would be noticeably affected (which I did as the carpets had never been cleaned), but no visual difference was apparent after drying. None. Even the couple of stains I pointed out prior to service remained unaffected. I didn't pay extra for spot removal, so that's not a major issue.
To be honest, there were no major issues, just several small issues that left me unsure if I really got what I paid for. The only real benefit I think I got is that the carpet no longer gives off that horrible old dust smell that it used to when vacuuming. That's why I'm giving them the 2 stars. I'm going to call the company and see if I can at least get the extra money back for the high traffic areas. If they agree to that, I'll gladly update this review with additional content and change the star rating to three stars.
[Update 12/8/13] I just called the company and, as before, their phone staff was very helpful. They said they would contact the technician, whom they addressed by first name, and discuss the matter of the extra $15 per room vs the lack of results. I'll report back when they follow up with me in a couple days.
[Update 12/9/13] The company agreed to refund $30 ($15 shy of what I requested). Let's see how long it takes them to actually follow through.
[Update 3/5/14] After two emails inquiring about my refund, they FINALLY refunded the $30. My initial intent was to raise the start rating to 3, but the length of time it took to process the refund, the fact that they didn't refund the full $45, and the fact that I believe they purposely stall to infinitum of you don't contact them showing that you're paying attention, I will leave the review at a 2. The bottom line is, don't bother with them in the LA area. read more