Clean Image of Orlando

Hello, my name is Carl M and I am the owner of Clean Image of Orlando. Thank you for taking the time to advise us of your recent service. It is only through feedback that we are able to maintain and improve the services we provide to our valued customers.

I am very disappointed to read of your experience with us. While an apology will not fix the outcome of your floors, I do extend one. In regards to the points you raised in your review, I would like to address them here again.

" I had my floors re-grouted the week before they arrived so my floors/grout would be nicely cleaned & sealed ". This may be the culprit for many of your concerns/ problems you have experienced.

First, You never mentioned to us that that you were going to have your floors re-grouted. If you had, we would have recommended to have it done after deep cleaning. You're asking new grout to adhere to grout that is heavily soiled, this results in a weak bond. In addition, the spreading of the grout on the floor (standard procedure for installing/ floating grout into the joints) will mix with soils on the floor creating possible weak grout joints and discolored/ inconsistent grout color.

Second, re-grouting also requires more then just floating the floor. To perform the procedure correctly, it requires that 2/3 depth of the original grout joint be removed to allow the new grout proper bond and thickness in order to cure hard. You have a Castle/ French pattern Travertine with chiseled edges, this can be very labor intensive removing existing grout without damaging the travertine. Grouting over existing grout without proper preparation will result in a fragile and brittle thin layer.

Finally, If the floors were re-grouted with a sanded grout, this may explain how they may appear duller, as sand in sanded grout is very abrasive and may dull polished travertine. This may explain why you have a loss in shine that may not have been noticed untill after we deep cleaned the entire floor.

As you can see, our results are going to depend on the quality and results of the new grout installation you had installed a week before our arrival.. If those grout lines were installed properly, our deep cleaning process would not of damaged or possibly "removed" them. We clean over 250K square foot a year with out issue. The deep cleaning we perform is widely recognized as the industry standard as the best cleaning process available for stone, and does not "strip" the natural polish from the stone. It will however remove years of build up, soils, and old cleaners that may be hiding the true condition of the stone.

In regards to the finish of the travertine, both technicians whom completed the job said it was as "shiny" if not "more shiny". They asked your husband upon completing, whom was there during the entire service, and he agreed with technicians.

If you change your mind, our offer still stands to return to your home and remedy the issues you've addressed. You can call the office or call me on my cell phone (***) if you would like to discuss your options. We sincerely appreciate your business and feedback. Again, please accept my apology, and I hope that you will allow us to make you a happy customer.

Owner,
Carl M

Terra, I will address your points below:

- "Missing grout was not a concern"
- You stated in your original response, and on phone call, that "last week I had my entire floors re-grouted". So as I stated in previous response, this may be root cause of problems and concerns your having.

-floors were shiney when we left because they were wet.
-The floors could not have been wet(moisture on top of the stone- the part that exhibits the shine) when we left do the fact we dry buff with a 120# floor machine/ pad on the bottom. This machine, when running dry, will bog and "fight you" if there is any pockets of moisture on the surface. The friction created also is designed to pull up any latent moisture right below the surface and creates friction/heat to further dry. In addition to this, as standard procedure on castle Travertine installations, air movers (powerful fans) are used to speed dry floors between process.
-That said, there may have been some residual moisture in the stone that may only measured with a moisture meter. Most of the moisture would have resided in the grout lines and recessed filled(grout) holes in the stone, certainly not on the stone surface itself, the only part of the floor that exhibits a shine(grout does not have a shine/ reflection).
- I will add that both technicians stated both your husband and daughter were walking on the floor after we completed while we were still there. He commented on how good the floors look.

-Communication and request to restore shine.

-Kerri did agree with you when you initially called with your concerns, after the job was completed. That is part of the information gathering process. That was also before speaking the lead Technician, whom provided both the estimate for you and performed the service.
- New information, which is unusual, is when a customer decides to have their entire floor regrouted a week prior to cleaning. This was a red flag for us.
- Yes, when you originally called and spoke to Kerri, you wanted to have your floors polished. However, when Chris went to your home to inspect, measure and provide a free estimate, he met your Husband, and your Husband specifically stated he did NOT want the floors to be polished. Clean and seal only. That is how the work order was written up, and it clearly states on there that we were not Polishing, no diamond honing, and there was no charge for this service. This work order was signed before scheduling and signed again by you husband prior to us starting the service that day.
-Not sure if this is a case where Wife wants Polished and Husband does not, however written/signed contract trumps verbal goals during initial conversation.
-I do not know what we could have done to make it more clear.

-Your not going to pay us to remedy the issues
- We offered to compound polish your floors at ½ the price. You declined.

- As a small local business owner, I do everything I can to provide the best customer experience and results. I have 30 years experience in floor care, and I still try to improve every year. My team and I do everything within reason to make every customer happy.

Carl