ChemDry of Richmond

Review: On 03/05/2016 a Chem-dry employee came to my house to clean my mattress. During that time the employee has ripped my mattress in a spot which cannot be repaired. I have attempted to contact the company several times to figure out a solution on how they want to proceed for a replacement mattress since this mattress was just bought in January 2016. I have not heard from anyone from this business. I have also emailed them VIA there website.Desired Settlement: Replacement Mattress of the same model to be provided from Chem-dry due to their employee error during cleaning or Chem-dry to provide customer with a refund for the amount purchased for this mattress in which I can provide a receipt for.

Business

Response:

As part of our agreement through [redacted]. (our parent company), we take photographs before and after our cleaning, and the "tear" that Ms. [redacted] is referring to does not appear in either. Further, I did speak with Ms. [redacted] 2-3 days after the service when she first lodged her complaint. I explained that I did not have access to the photos and that I would need to speak with her technician before I could do anything. I also explained that, based on her description of the "tear" , that it sounded like a stitch thread and not a tear, and that would be considered a defect. In any case, I did not see the photos until Ms. [redacted] escalated her concern to [redacted] demanding that we replace her mattress, at which time I responded to Mark S[redacted] at our corporate offices. He agreed that he did not see the damage in the mattress in any of the photos as well, and he said he would respond to Ms. [redacted]. I have been assured that Mr. Seigel has responded to Ms. [redacted], and since she did not receive satisfaction (ie; a new mattress), she is now inundating my office with calls, when she has already been told that there is nothing more that we are willing to do.Terry A. M[redacted]General ManagerChemDry of RichmondChemDry of WilliamsburgGreen Dog ChemDry

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The tech that came out to clean the mattress did not take any photos in re: to the cleaning of the mattress. I also notated on the paperwork that there was a tear in the mattress as well. I would like to see these photos of my mattress that show no damage on this ask the Technician that came out to do the work agreed that it was torn by him. I have already contacted the manufacturer and this is not due to the stitching of the mattress and it is clearly torn and not a manufacturers defect. I also have not received and correspondence from the company who has cleaned my mattress. I would like a prompt response submitted with proven facts showing no damage from their tech. Their prompt response to this matter would be greatly appreciated.

Regards,

Review: On April 3, 2015 Chem Dry of Richmond came to my house for a scheduled carpet cleaning of my living room, dining room and hallway under the 40$ a room special with a minimum of three rooms. When I made the appointment I told the customer service rep that we were going to be moving soon and we were just looking for a basic carpet cleaning. We have used Chem Dry of Richmond for the past 4-5 years and they have always done a great job. The day of the cleaning the technicians described what they were going to do and asked if we wanted to add the three bedrooms (which are very small) for an added 70$, we agreed. The cost should have been 40$ x 3, plus the added 70$ and a 7$ disposal fee= 197.00$ After the carpets had been cleaned we were given a bill of 287.00$ and was told only after the work was completed that they also added the protection and sanitizer to our carpet cleaning. We were never asked if we wanted to add those items on for an added fee or we would have said NO. We did pay the bill of 287.00$ since they did a great job but really feel like they are misrepresenting the 40$ a room special. I did call the company and let them know I was not happy about being charged more than what we had discussed over the phone while making the appointment. They took three days to get back with me, to tell me there was nothing they could do. This will make me not use this company in the future.Desired Settlement: Would like to see a refund of 90 dollars that was overcharged for service that we did not agree to.

Business

Response:

After discussing it with the Carpet Care Manager who was in your home and after reading your concern, I understand where the misunderstanding took place. As a company we pride ourselves in cleaning for your health, consequently our tech our trained to offer complete carpet care on every job. Our warranties transfer from one owner to the next in the case of move outs and over 70% of our customers receive complete carpet care. In consideration we are refunding you the $90 in question, because we always want our customers to be satisfied. Please understand that in reviewing your invoice all the related expenses where clearly stated and acknowledged by the customer. The CSR staff is instructed to review the invoice for all signature’s and notes and came to the conclusion that there was nothing that could be done. I apologize for any inconvenience this may have caused. [redacted] Chem-Dry of Richmond

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I called chem dry to set up an appointment to have my carpet cleaned for the coupon price of $40 x 4 rooms. I spoke with a representative of the company that assured me the price would be $160 to clean and remove pet odor. When the manager arrived he was very condescending and arrogant. He stated that my wife and I needed to replace our carpet which was 6 yrs old and our house smelled horrible. Our carpet had very minimal stains which were removed upon cleaning. I explained to him that our carpet did not need to be redone but just cleaned and that's what was agreed to upon my first call to their office. Upon inspection of our home, he handed me an estimated bill of $4000 to replace our carpet and $1400 to clean and remove pet odor. I told him what I was quoted and he stated to me that they don't give prices over the phone. I told the manager who arrived with the carpet cleaner that they were misleading people and using "bait and switch" tactics. He disagreed with me on this. My parents gave us this as a gift to help welcome our first child and were very surprised at how there money was used. Upon him speaking to the president of the company, he stated they would do everything for $650. Again, I said that was still too high and unacceptable. I asked him what he could do for $160 and he said nothing, but he could clean and sanitize the carpets but not remove the pet odor for $250. My parents and I reluctantly agreed. The reason for my complaint is that Chem-Dry is deceiving it's customers. If they can't tell you how much it'll cost over the phone they should tell you that upfront and state they'll have to send someone out to do an estimate/review. I am very disappointed in this company and will never use them again for carpet/or pet odor removal.Desired Settlement: I was told as mentioned above that this covered everything and there wasn't additional charges for pet odor removal. Since we were misled and not told the full truth, I would like chem dry to come back to my residence and do the odor removal for the $160 that was initially agreed to. In other words we have already paid them $90 more than what was agreed to, so they should do this service for free.

Thanks,

Business

Response:

Tell us why here...As a company, we provide to all of our customers a “good faith estimate” over the phone. They are also toldthat pet urine treatment is considered damage, and has an additional cost. We cannot estimate that cost without performing an odor evaluation on site due to the many variables (ie; amount of urine, type of carpet, type of animal, etc.).Odor evaluations are offered for free with any cleaning. The “good faith estimate” is the discounted price for cleaning only. It also does not includecarpet protection, but the majority of our customers choose that option. Like any good company, we offer options to our customers tailored to fit theirneeds. It clearly states on all of our advertising, as well as by our customer service representatives, that an area is up to 200 square feet. Some of therooms in question exceeded that. In this case the customer had a total of 5 areas @ $40.00 and 5 areas sanitized @ 10.00 which is the $250 herefers to. (Sanitizer is not an option when urine or other bodily fluids are present.) The customer was informed about the large amount of urine deposits inthe carpet and declined the PURT (Pet Urine Removal Treatment), and initialed off on the back of the invoice to that effect. In the carpet cleaning industry,urine is not considered soiling, rather it is carpet damage as it is a bacterial infection the permeates beyond the carpet and down into the pad andsub floor. I regret that Mr. [redacted] either didn’t listen to, or ignored both my customer service representative and my carpet care manager, as I believe allof this could have been avoided. I do have the written documentation of his service. All of our customer service representatives are trained andmonitored for their accuracy, and I am absolutely confident that he was properly informed.[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good afternoon,The representative I spoke with over the phone did not inform me that this was a "good faith estimate". I explained the situation to her and was told that Chem Dry could do four rooms for $160. I even asked her if there was additional charges and she said no. Again, this is a very deceitful tactic that this company is using. As mentioned earlier, I did not get anything done that was agreed to when I called and made the appointment. I was told $160 to clean and remove pet odors and instead had to pay $250 for just cleaning. The initial price to remove the pet odors was over $1400 but then after speaking with the owner and management the price was reduced by $800. My request again is to have my uptairs rooms have pet odor removal at no additional charge due to incorrect information provided to me. As I told the carpet care manager, if I hired a contractor to do work on my house and was quoted a price of $400 and he showed up and w/out doing any work and stated it would be $900, he wouldn't be offered the job. This is a scam practice or "bait and switch" scheme.

Regards,

Business

Response:

I have listened to the recording of the phone call and a free odor evaluation was explained to Mr. [redacted]. We offer a free pet odor evaluation to all customers. If any urine is found the treatments are additional charges. We can not give a price over the phone for odor removal because a comprehensive evaluation needs to me done in the home. [redacted]

Review: I purchased a one year warranty with Chem-Dry after they cleaned my carpet in October of 2012. They refuse to honor the terms of their agreement after stains have appeared on my carpet within the year.Desired Settlement: I would like the refund of my warranty, as it was not honored by the company.

Business

Response:

I called yesterday and left a message. call today and talk to [redacted] and told her we will come out and take care of her spots. She said her husband will call to set up an appointment.

Michael and Collin arrived early this morning. Michael explained exactly what they were going to do, safety tips, cleaning and different options I could purchase. He was very professional, as was Collin. I will be sure to ask for Michael and Collin the next time I use Chem-Dry. They even cleaned the landing in the garage and vacummed the carpet. Excellent service and my carpets look fantastic. I even purchased a bottle of spot cleaner. A Chem-Dry fan for sure!!! Thanks Michael and Collin!

Fantastic experience, all around. Very courteous employee that scheduled me, and extremely kind and helpful employees that came out to do the job. Everything was clearly explained, and the carpet is CLEAN (had not been done in 2 years). They had a donation box for canned goods and I happily donated.

Review: I have an 18x12 rug in one room that needed cleaning.It is the main walk way in and out of the condo.Due to this traffic pattern it does get dirty.They immediately tried to blame it on pets&used many excuses;& I made up a story&they immediately agreed that was the cause. The coupon&technicians said the rug would be dry in 2 hours.At the end of 5 hours it is still wet. I left&came back in@5 hours of absence&there is a strong smell of wetness.I called&attempted tot alk to a manger&she hung up.The coupon said $60.00 for one room; and they wrote up a cleaning package of $287.00 which I refused. They then said the cheapest they could do it was $67.00 because there is a $7.00 disposal fee for the dirty water. NO WHERE ON THIS COUPON MAILED TO ME THROUGH [redacted] DOES IT STATE ANYTHING ABOUT A DISPOSAL FEE. It does state that the price inlcudes 15 minutes of free cleaning; such as wiping down the baseboards and your choice of one of 5 other items. None of that was done/or offered. The rug did come clean in the high traffic areas; but the smell is intolerable from it staying wet for so long. As of this writing which is 5:20 PM there are still areas that are wet. When I called the manager before she hung up on me; she said it can take up to 24 hours to dry. Again, that is no where in thea dvertisement. It is a bait and switch of the worse kind. They even tried to tell me that they could see wet cat urine when they walked in the door, That is impossible! I was sitting right there and the cat passed away 2 years ago. And, they advertise that they have an A+ rating as of 3/14 with the Revdex.com.It is one thing to have a problem, but another to be treated rudely and no resoulution. I know I will never use them again; and will do anything I can to let as many people as possible know about this.Desired Settlement: They have not fulfilled the guarantee; and I will be happy with half of the $60.00 returned to me. The carpet is clean on the surface; but I am currently trying to rid the house of the odor; from the wet smell.

Business

Response:

I refunded her [redacted]. I have spoken with her and told her that.

I received prompt and excellent service. The technicians were very knowledgeable and explained everything they were doing. I am very pleased with the service and would recommend this company to anyone interested.

Review: Had my carpet cleaned in April and paid 420 upfront and the remaining balance was due in May which I didn’t paid because my carpet looked awful after it dried and it had an awful smell also. I called back the rep [redacted] and she transfer me to her Manager [redacted] had left several messages with her and she called me back 2 weeks later, told her the situation and nothing was done about it and then a General Manger by the name of [redacted] saying my bill was going to be sent to collections if I didn’t paid the remaining balance of 427.00 which I am not paying my carpet is damaged, it is stained where I will have to replace the carpet. The whole situation was handled unprofessionally , instead of the company trying to resolve the situation you send my bill to an collections agency which I refuse to pay. My bill should be PIF. Take care of this matter ASAP so it doesn’t put negative remarks my credit score. I had no problem paying the remaining balance if the job was done to my satisfaction but it wasn’t. I was better renting a machine for 39.99 and just cleaning it myself. First and last time dealing with a carpet cleaning place. Just an awful experience with your cleaning company altogether.Desired Settlement: I just want this matter resolve in a timely fashion. I just want a bill adjustment, I don't think this is too much as in exchange for the inconvenience this company has caused me. Customer Service is AWFUL

Business

Response:

Tell us why here... As to the carpet, and it’s condition, you weremade aware of any and all possibilities and limitations prior to the cleaningtaking place, as witnessed by your initials and signatures on not only theinvoice, but also the PURT sheet (see [redacted]). Our products are green certified, and do notcause “red stains”. More than likely, our cleaners reacted to over the counterurine remedies that you had attempted to clean with prior to our service. Ifeel it important to note here that we did not soil your carpet, or depositurine in it. We made a good faith effort to resolve YOUR problem/damage. Overthe past 20 years we have applied this cleaning solution to over 100,000 of ourcustomers homes in the same manner that it was applied in yours, and the onlytime that discoloration occurs is when it reacts with a store bought cleaner.Further, when that has happened, we have been able to come back and reverse thediscoloration by simply lowering the ph in the carpet. Since you would notafford us the opportunity to do this, and you have chosen to not abide by theterms of your signed agreement with us, you leave me no alternative but topursue legal remedies up to, and including placing a lien against your propertyfor the original amount owed as well as any fees and interest that accrues.Those terms are clearly stated on the back of your invoice and you initialedand signed them. After this e-mail, I will not correspond with you directly,rather any and all communication will be through legal/collection agents forour company. Lastly, I would urge you to abide by your agreement with us andforward your remaining balance to avoid any further expenses or collectionefforts.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted] Showing a copy of the contract does not clear the issue at hand, that the company has a resonsible to replace my carpet or paid me back my 420.00 that was given to them upfront. my carpet is damaged with red stains that wasn't there at first. I have seen other complaints with the same situation, so I am not the only one with this problem. I just want something done with this Company.

Business

Response:

Revdex.com spoke with [redacted] the business. The business is willing to come back out and address the carpet issues. This was offered to the customer but declined as she did not want to pay for the service provided. The business does stand behind their paperwork. They are not the business that added the damage to the carpets but their products do not leave red stains, it might be a white residue reacting with household clearings but nothing in their products are red.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Work order #[redacted]We recived a carpet cleaning from ChemDry of Richmond on 3/19/2015.

The crew that came to our house was South 2

The Rep was [redacted] On 3/18/2015 after speaking with ChemDry of Richmond we where given a qoute of $67 to have our living room cleaned.

When the technician came out he spoke with my wife and told us the service's he was going to perform. Clean the carpet,sanitize the carpet, and scotch guard the carpet as well.

Now the tech who cleaned our carpet was very nice and did his services well. The problem that we had was when we received the bill , at the end of the services the tech had charged us $20 extra for the scotch guard and $10 extra for the sanitizer. AT NO TIME did the tech ever say that thses services include an extra fee. He said that these where the services he was to proform, but ... he neglected to mention the added cost. So now we have a bill totaling $97 dollars .

Also, they stated that the tech would

1. Swept our out side entry

2. Clean our entry rug

3. Whipe down our baseboards

4. Clean our return vents

5. Clean 2 of our car mats

NONE of these services where done at all!Desired Settlement: We wish to recive our money back for a job not completed as promised.

Consumer

Response:

Mr. [redacted] called and spoke with Revdex.com and said that the company had resolved the issue and he had received his refund.

I had a wonderful experience with my team from [redacted]. My 10 year old furniture had not been cleaned for a year and a half, nor had my carpet. Now it looks brand new! The crew was extremely courteous and punctual. All my questions were answered and the process was clearly explained. I am disabled and this crew went above and beyond their job descriptions, even cleaning a bird's nest out of my front porch lamp!
I will definitely call [redacted] again and would highly recommend them to my family and friends.

Review: Let me start by saying I called the office twice and tried to speak with a manager. It has been a week since I left the first message, and no one has returned my call. We had Chem-Dry out to our home on 3/25/2016 on the 3 room $40 special. We have 3 dogs, and knew there would be issues around the carpeted areas. The gentleman used the blacklight flashlight to show me all of the areas the dog(s) had urinated around the house. He also showed me the random drops around the house, and stated it was from our feet. We talked through everything, and I agreed to add on the PERT cleaning for those areas to address the issues from the dogs. There was also a small patch on our couch. The gentleman walked through the charges with me at $420 for the PERT cleaning. I was a little put off as it went from $120 to $420, but if it would take care of the urine issues from the dog, I was happy to pay. First, when I went to pay the price jumped up to $570 because they cleaned the couch, did the sanitize and protect. The way it was explained to me was by doing all of the PERT additions they would take care of (I only wanted a swipe around the bottom of the sofa not the entire sofa - $150). The technician's black light worked so well, I immediately purchased one over the weekend. It was delivered on Tuesday. As soon as I received the package, I opened and went to the areas the technician had shown me to sell the PERT treatment. Much to my surprise they were all pretty much there still. I was shocked and mortified. I felt like I had been taken complete advantage of and sold a fraudulent service. I have tried to reach out to the company for resolution but no one will return my call. The technician reminded me of the 1 year warranty as they were leaving, but was quick to throw in that it doesn't cover pets. Also, I feel like charging me for cleaning the entire couch when I literally asked for a swipe around the bottom to address the urine.Desired Settlement: I would like a substantial refund due to the PERT not removing the stains from the urine as the technician showed me with the black light. I paid to have those removed, and now any other company who comes to clean will be able to sell me the additional services by using the exact same presentation method. I would like a refund on the couch cleaning as that was not was asked they complete.

Business

Response:

First, I would like to address the PURT issue. When our technicians do an “odor evaluation”, they use a blacklight as well as a moisture meter to identify areas of urine deposits that will require treatment. The blacklight illuminates the proteins that are associated with the urine, and in and of themselves are harmless. After cleaning with PURT, the proteins will still show up much the same as before, under the blacklight, but muted or faded by the cleaning. The bacteria and the salt crystals have been eradicated, and the odor is eliminated. All of this is usually explained by our technicians at the time of service, but it is also covered on the PURT service report that we provide all of our PURT customers, as well as have them initial and sign for having received it. As for the sofa, all of my technicians are trained from the first day of work that we do not do “partial” cleanings of anything (carpet or upholstery), for many reasons not the least of which is liability. Further, all customers are shown their invoice and totals before work begins, and they are asked to sign the work authorizations before any work begins. At the conclusion of the service they are then asked for payment, and a signature on the bottom of the invoice stating that they are satisfied with the work performed. All of these initials and signatures were obtained. Not once in her complaint, does she say that she was unhappy with the service or the results. Her odor has been removed and she has a sanitary carpet. See attached signed invoice and PURT information sheet. Sincerely, Terry A. M[redacted] General Manager ChemDry of Richmond ChemDry of Williamsburg Green Dog ChemDry