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Review 10/24/2008
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One of the worst consumer experiences I have ever had.
*Misleading Advertising
*Bait and Switch sales tactics: $49 ad says carpet will look new... when technician arrives he insists that you need "Deep Cleaning" for hundreds of dollars. Their deep cleaning is the same process that they tell you to BEWARE of in their advertising.
*Technician Over-saturated my carpet, caused browning discoloration, and and his portable vacuum was not strong enough to remove the moisture leaving my carpet to mildew and smell horrible.
*No manager of supervisor ever offered to come asses the damage, my only option was to wait three days for the same technician to try and fix the problem... with the same portable vacuum that was not strong enough the first time.
*After giving the company ample opportunity to fix the problem they caused, my only option was to spend $977 to replace the carpet.
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Business's response - by Mike Lon 11/11/2008
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The customer called and set an appointment with Clean Dry USA on September 17, 2008 in response to an advertisement which included coupons for specials that were being run at the time including a free no obligation estimate. Upon arrival it was discovered that the carpets were extremely soiled and it was recommended by the technician to use a stronger formula and differnt method of cleaning which involves more liquid.Technician demonstrated the two different processes and what the results would be and the customer decided to go with the deep cleaning for $125. The customer called the company claiming that he was not satisfied with the job and a technician was promptly sent back in order to address the concerns of the customer as part of the satisfaction guarantee. There was then a stop payment placed on the check, freezing any further steps that could have been taken in the company’s satisfaction guarantee and automatically sending the file to collections. If upon assessment it was discovered that carpet was damaged by the cleaning then the company would have promptly taken steps in order to rectify the situation, including, if needed purchasing and laying new carpet. However the customer did not allow the company to take the steps in the satisfaction guarantee, making them not liable for the costs associated with new carpeting. Customer service is the company’s main concern which is why all phone calls were returned by a supervisor and a technician was sent back to the customer’s home in a timely manner
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