Catering By Mark Di Feo

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] keeps talking about the jello stains and the grease marks.  We discussed these before he started and he said he did not think they would come out.  I spoke with [redacted] on the phone and when he arrived at my house and showed him what I needed cleaned and after stating the jello and grease stains would not come out [redacted] stated the chairs and sofa would look like new.  I did not make this up I believed him.  I didn't think they would look like knew I just wanted them to look clean .I am not sure about all this moving of furniture and cleaning my carper.  My apartment is under 500 square feet.  I am not sure where he moved the furniture to do this carpet cleaning.I dry vacuumed the furniture and the carpet and even after he arrived I vacuumed behind the couch.  There was no reason for him to do that.  Also if he cleaned my carper wouldn't it have been wet?  He said  for me to wait until they were dry and call him back and he would come back and do it again.  The chairs were not wet.  There was no plastic under anything. Not sure where that came in.  That was not done.I am not sure what his concerns were about myself and my sister's financial or medical condition.  I told him we had both been ill and that was why I wanted the furniture cleaned.  The financial reason he was concerned about makes no sense.  I asked him before arriving if he wanted cash or debit card.  I was willing to pay for the job but I expected him to do a good job.  He said 2 hours I say 1 and 1/2 hours.  He is pretty fast to move all my furniture clean 3 pieces of furniture, clean carpet vacuum furniture and carpet move furniture in and out.He promised to come back.  He made 3 appointments to come out and do the job.  He never showed up or called saying he would not be there.  As far as harassment [redacted] gave us his cell phone and if he would have returned calls I would not have kept calling.  One of those day's I waited for him was a day I was supposed to be at the hospital with my sister who has since passed. If we are getting personal I think that trumps a phone call he did not return while he was at his daughters dance competition.  The only time he spoke with me was when he did not realize it was me calling from another number.[redacted] has proved to be untrustworthy and has missed 3 appointments.  I would not trust him in my house now because of my past experience with him.  Over 3 months have passed and this is still not resolved.  This is not a courteous way to conduct business.  He ignored me the day he was at the house to clean and would not come back in to see what I was talking about.  He would not return phone calls and that is why I had someone else call him in my behalf.After this length of time and all this trouble I feel the only fair thing is for him to return my money  so I can get someone else in to do the job correctly.

To Who It May Concern;We were contacted by [redacted] to complete Upholstery Cleaning at [redacted] Dr. Apt.*; [redacted], SC with a scheduled date of 10AM February 20, 2015.  We were instructed to clean an off-white oversized sofa, and 2 arm chairs.  We quoted $125 for the sofa and $50...

apiece for the arm chairs for a total of $225.  What we were presented with were 3 formal upholstery pieces as such: red jello stains on the sofa and grease and wear on the headrests of the arm chairs which she was aware of prior to the cleaning and was relayed verbally to us.  We would never guarantee "like new results" although the Chem-Dry process has at times provided such results, but anytime you're dealing with damaged furniture as this was such an outcome is always the discretion and opinion of the customer.  As provided with the invoice to Mrs. [redacted] on February 20, I feel that the services provided were consistent with the monetary amount received, $225 and that was:  clearing the entire den of obstructions in particular, a coffee table.  We dry vacuumed the actual floor carpet of the den with a commercial vacuum, we dry vacuumed the entire furniture pieces of the sofa, and two arm chairs, including moving all of the loose cushions.  Using Chem-Dry extraction and carbonation cleaning and the truck mount system, we cleaned the sofa, and 2 arm chairs, which using sliders were brought to the center of the den where the coffee table usually was located and as such we cleaned the entire pieces: back, front back, sides, arms, platform, skirt, and loose cushions.  This would constitute a "Standard Clean" and in this case $225.  As shown on the invoice the check box of "Specialty Stain Removal" was not selected nor paid for, but we attempted to clean the jello stains and arm rests with a Solvent Pre-spray at no charge as we were aware of a tight budget and it seemed like the right thing to do and may have provided a more satisfactory outcome, as well as a sanitizer was applied at no charge.  Hence, 3 premium services were provided at no additional charge to the $225, we didn't advertise it nor embellish it, we just did it.  After completing the work, we cleaned the carpet of the den with the floor wand and used extraction cleaning at no charge, again a $50 service that we provide as a courtesy.  The furniture was then returned to it's original location and we put plastic under the legs of the sofa, 2 arm chairs, and coffee table to protect the carpet.  Mrs. [redacted] had been in the neighbors apartment while we did the work which was about a 2 hour job, and we have as completed at around 12 noon.  At that point she verbally expressed her displeasure at the results, and she had paid us at the beginning of the work as we had required in this case because it was a first time customer and due to her expression of financial and medical issues of both her and her sister we had unconscious concerns about receiving payment and wanted that cleared, and I had verbally heard from her that the furniture was received as a gift or at a discounted price and it was very nice upholstery.  However, with jello stains and wear and grease on the arm rests and the situation as such I never would have guaranteed like new and having owned the franchise for 6 years such an implication is not on our invoice or contract and it never has been and she received the agreement that we issue to all customers.  The only "guarantee" is new furniture.  In conclusion, she received clean, sanitized furniture, that was promised consistent with the pre-product that we were presented and agreed to attempt remediation for the $225.  In return we returned the furniture to its original location with clean carpet that was completed at no charge.  Unfortunately, the results of like new furniture were not received in the opinion of Mrs. [redacted] despite the above and beyond premium initial attempts we made such as solvent spray to arm rests, and sanitizing at no additional charge and as such not shown as paid or checked on the invoice for $225 despite the premium services being done.  And yes after her displeasure of said results on $225 we conveyed that we would attempt a 2nd cleaning at no charge, which is a courtesy not a requirement because we are not contractually obligated to such a favor.... especially when that's what it is.... a courtesy worked in with our paying customers on our time and without knowing what the expected result should be for furniture that was initially cleaned with every product for upholstery that we have at our disposal.  Where do we draw the line?   Again, this is a courtesy 2nd cleaning that I'll do when I have time and will honor, yet has been postponed as such because that's what it is... a courtesy not a requirement.....and we've prioritized it as such because Mrs. [redacted] didn't appreciate our initial efforts and has harassed us with text messages in evenings and on weekends over the last 4 months in addition to attempting normal business channels of resolution.....and again her friend texted me on my personal cell phone with a request for "resolution" ....it doesn't matter if it's evening, weekend, or during my daughters dance competition.  As far as trustworthy, 75-80% of my customers are repeat customers or referrals and I've had the business for 6 years and I don't feel we do anything other than deliver a top notch service and treat our customers with integrity.  And I feel we gave it our best effort for the product we received and gave it our best.  Please advise and see attached and note caveat for "Upholstery Cleaning".  We'll resolve this how you see fit. Sincerely,[redacted]OwnerChem-Dry Of The Golden Strip[redacted] SC 29607864-[redacted] or 864-[redacted]