ProClean Cleaning Services, Inc

We are truly sorry that we were not able to come on the day of the appointmentWe tried to explain that we have a problem with the truck and we have to move our appointment for another dayCustomer insisted that we need to find a truck on that day and it was not possible at the
moment

Dear Revdex.com and anybody who is reading this,       As they say, every story has two sides, but this story has only one true side, which ours. And the real story is like this: Upon arrival, our technician provided an estimate for the carpet cleaning, which was for the amount of $190...

for 3 rooms and stairs. 3 rooms were basement counted as two rooms, one bedroom upstairs. The estimate was provided to the tenant who was the only person in the house. After the estimate, the tenant asked to wait for the owner who wanted to be present at the time of the cleaning. When the owner arrived, the whole estimate and complete description of all the ares needed to be cleaned was confirmed with the owner, no changes were made to the original estimate. Then the most interesting started, the owner started to argue with the tenant about the furniture that supposed to be moved and tenant (lady who carrying a newborn child all the time while confronting her owner) offered our technician to pay for the service herself, 'cos it was impossible for her to reach any agreement with her own landlord. The confrontation was so heated that our technician decided to intervene and offered to move all the furniture, just to stop the argument between the tenant and landlord. Finally, we reached to the point of signing the service invoice with the landlord and after that another argument started. Now it was the landlord and our technician. In order to avoid any surprises at the end of the service, our techs explain all the options of payment method prior to the cleaning. So, it was explained to the landlord, that we have a surcharge for the credit card transactions (which we are not supposed to have on any of the coupons, ads etc) and then our technician started the cleaning with customer permission. During the cleaning, our technician was approached by the tenant and was asked to add one more room (additional room in the basement which looks like bedroom). Technician explained that it will be $40 additional to the original estimate and was granted permission from the tenant to add this room. It happened while our technician was cleaning carpet and assuming that everything should be ok, he did not add this room to the written estimate. We usually work with honest and decent people, who can modify their choice of cleaning at any moment and then pay at the end for the service provided. It was not the case there. Then, the cleaning was completed, another argument started, the landlord started to say that the size of the cleaned rooms is too small and we need to recalculate the entire estimate. Our technician did not want to be involved in any altercation with the landlord and called the manager asking him to come and be present on the scene. Upon manager's arrival, the landlord claimed that all the issues with the technician were resolved and everything is paid according to the original estimate. Our manager checked the invoice which said $190 as it was in the beginning. So, the reasonable question that was raised by our manager was "What about an additional room, which was added by the tenant during the cleaning?" The landlord shouted to the tenant asking about additional room and the tenant confirmed adding the room. After that confirmation, the owner of the house, move towards our manager who just arrived and started to yell that our manager is blocking his movement around the house. It was the comedy at it's best, a surreal theme where one person is standing in the middle of the room and another yelling that the his movements are blocked claiming to call police. Our tech and his manager just had to leave, they went outside and moved towards their van. While on the driveway, they asked the landlord if he is willing to pay for the service provided (additional room). All they could here is "Get Out of my property". This is the true story with no exaggeration from our side. If asked, that tenant can verify how it's all happened even though she looked pretty scared by her landlord at that time.

The information that is provided is not true. All of our Trucks have built in fleet tracking devices and if needed we can provided detailed report for the time our vehicle was at the customers house. The report can include graphics, exact print outs of start and stop points etc. In order for us to...

set up all the truckmounted equipment we usually need around 15 min, the same time is needed to get everything back into the truck. So, the entire complaint is false. As for our response to any customers complaints, as usual, we are glad to send our technician and inspect the carpet conditions. If needed, we always ready to reclean the carpets. As for the customer threats about dispute of the payment, we did not receive any calls or request from this customer and if customer does not want to resolve the issue with our company, we just refer this case to our law office and collection agency.

Sorry to hear that nobody apologized for the delay and that we were unable to complete the service. Please accept our apology.

Complaint: [redacted]
I am rejecting this response because: I did not expect anything from this company when submitting my complaint. It was submitted solely to notify the Revdex.com and other prospective customers of my very negative experience. The Revdex.com can do what is wants with the information.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/16) */
Our Representative has already talked to the customer and explained that we have a warranty for the service that we provided and that our Company will send a technician to inspect the ductwork, do the video inspection or pictures inside. In case...

there is any dust found inside of the ductwork, we will reclean entire system free of charge. But we can not pay for the filter as we are not able to verify the age of the filter, when it was installed in the system or for how long it was used there. We also are not able to verify what were the conditions in the house after the cleaning was performed, such as remodeling, construction or any other condition that could possible happen.

Initial Business Response /* (1000, 13, 2015/10/31) */
Our technician came 3 times to that house, every visit we added more services, such as agent boosters, odor treatments etc. Our service invoice is showing what we can and can not do, what we are responsible for and so on. We suggested to...

check the description of the service invoice only after 3 attempts of making the customer happy and when the value of money paid to our company became much less in comparison with the cost of labor, solutions and gas that we spent. Customer was just not happy no matter what we do.
Initial Consumer Rebuttal /* (3000, 15, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Notice that the owner does not address the following :
1. There was no solution used the 1st visit leaving dirty streaks in carpet. This was verified by 2nd Technician.
2. Carpet was over saturated 2ND visit in living room causing damage to carpet pad and creating awful stench. 3rd technician acknowledged this.
3. The odor eliminator does not work for carpet pads. Some smell was improved but not all.
4. I was never apologizedto for having to stay home and move furniture 3 times.
As you can see by the owners response once the gas, solution and labor costs exceeded his profit he was done with the job. Damage to your home is acceptable to him as written in the invoice you are given AFTER the service. I want people to beware that there is no pride in workmanship or customer service at Proclean Cleaning Services
Final Business Response /* (4000, 21, 2015/11/12) */
Our Company provided all the services that are described on the service invoice and much more. There is a very detailed explanation of the services and our liabilities on the service invoice, as well as the exact description of our responsibilities. Our Company has already spent twice more that was paid by the customer, just to make the customer happy, even though we might refuse the second and the third visit. Somehow the customer decided that it's up to the customer to decide who we should send on the job site, even though our managers and owner are not involved in these type of activities and it's done by our technicians. Anything beyond of what we did in the house is usually handled by restoration companies. These type of companies can lift the carpet and clean and dry the pad underneath the carpet as well as treat the source of the smell. Our invoice also indicates that all sales are final and subject of no change and refund.
Final Consumer Response /* (4200, 23, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pro Clean did not provide the service as shown on the invoice. They did not use CLEANING SOLUTION the first time they came. There were dirt stripes after they left. I have PICTURES that I emailed to them. The next tech that came admitted that there was no cleaner used. Why should I pay for carpet restoration when Pro Clean caused the damage when they over saturated it! What company with any ounce of professionalism or integrity chooses to blow off the customer based on profit? BUYER BEWARE