Sears Carpet & Air Duct Cleaning

We are sorry about the misunderstanding here but I will clarify.   When a customer books a job they get a total and then an email is sent to them confirming the invoice.  Mrs. [redacted] booked for $350 in tile cleaning and sealing, 4 rooms of carpet cleaning for $119.00 and there is a...

$9 Service charge.  Total on the invoice is $478.00.  You will notice on the invoice that the computer printed the dollar amount of $478.00 and the technicians did not change the amount and means that there was no bait and switch.  (We are not that kind of company).  All pricing is computer printed.  You will also notice that we have included the status history report that details the minutes of the phone call and the dollar amounts spoken about.  The phone call lasted for a total of 15 minutes and it looks as thought Mrs. [redacted] got quoted for tile first for the $350 and then about 5 minutes later she added the 4 areas of carpet cleaning that then changed the total to $478.00.  So the complaint that the total changed is inaccurate.  As far as the technicians doing it their way.  We spoke to the tech while he was at this job and we told him we would not allow him to do it the way Mrs. [redacted] wanted him to do it.  There is a reason why we do things the way we do.  We are certified and professional.  Mrs. [redacted] wanted us to clean the tile first when the bedrooms were further away from the entry.  After cleaning the tile it is slightly damp still and if we did the tile before the carpet we would then have to drag our equipment and hoses over the tile freshly cleaned tiles.  This would cause two issues 1.  Someone could slip on the wet tile (with other workers in the home this is very unsafe).  2. The tile would get footprints all over it and the customer would not be happy with the cleaning.  People hire us to clean their home.  They need to trust that we know what we are doing.  I am sorry Mrs. [redacted] does not agree with how we did the job.   The way we did the job conformed to osha guidelines and our policies and procedures.We do not have record of Mrs. [redacted] calling back to complain about the price.  If we missed this we apologize.  We record all phone calls and I have searched for Mrs. [redacted] phone number after the cleaning and I can not find it anywhere.  I used the [redacted] number as well as the [redacted] number.  If there was a problem with the cleaning we would have no problem doing a touch up.  We guarantee our work.  As far as the complaints listed here we will not be offering any compensation.

This customer was done on 10-6-2014 and he called and complained a few days after the cleaning.  We offered to come out and clean again and we were scheduled on 10-22 and Mr. [redacted] cancelled the appointment he said someone else had already came and re-clean it.  We were not given the...

chance to see the carpet and fix it.  Our guarantee states if your not happy with the cleaning we [redacted] come back and re clean.  We give our customers 30 days to do this.   5 months later we are getting a Revdex.com letter about the situation.  So to make things right even though this is well beyond our guarantee we [redacted] offer to go back out and re-clean for this customer.   This comes after Thanksgiving, Christmas, New Years and a few months of living on it.  I really think they should have let us come and clean it when we were supposed to instead of cancelling the appointment and dragging it on to where the carpet is dirty again.  To be a good company we think offering to come back and clean again would be a very fair offer.  [redacted]Phoenix Az 85040###-###-####  Cell###-###-#### OfficeSears Carpet & Air Duct Cleaning

I have reviewed the 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.Business (Sears) doesn't want to listen to customer nor wants to resolve the issue. But it wants to portray the customer negatively all the time. Since I was unsuccessful in working the issues with merchant, I reached out to credit card company, sears corporate office and Revdex.com. 

Regards,

This appointment was scheduled for an arrival window of 130-430.  We have GPS on the trucks and the truck started its cleaning unit at 4:14pm on 11-12.  This is within our time frame.  Half way through the job the customer asked us to leave because she felt mosquitos were going to...

come into the home.  We were reluctant to leave when the job was half way done because we were in the busiest month of the year and it would cost us double to do the job a second time.  Normally we would have to charge for this.   Even though this put us in a bad situation we agreed to take care of her on another day.  [redacted] a night time closer scheduled Mrs. [redacted] for Tuesday and I ([redacted]) spoke to Mrs. [redacted] on Monday and felt that the Tuesday appointment would run later than she wanted due to the fact it was a big day.  So I scheduled her for Thursday morning.  We went out on Thursday morning and finished the job.  Our prices are on the website as well as on coupons.  They both say 9 vents and 1 cold air return for 159.00 with a 9 service fee.  Additional vents are $20 each and additional cold air returns are $30 each.  The coupons say can not be combined with any other offer.  There is one coupon allowed per home.  However we are willing to give her back $31 as requested to take care of this situation.  We will return the $31 today 11-20-15.  We will return the money to the person that paid for the job.

Mr. [redacted] hired us to clean his carpet and tile.  Our technician cleaned the carpet and tile.  Mr. [redacted] called us back to complain that 15% of the tile was not not clean enough and showed a little darker than the other areas so we sent a tech out to reclean. Upon arriving Mr. [redacted] did not let us reclean he stated that he did not have confidence in the cleaning process and we told him that it most likely needed a second clean to get it clean.  We told him grout is very porous and if it hasn't been sealed it can be hard to clean.   We did tell him if the second cleaning didn't work that the grout was most likely stained and he could always recolor the grout with a colored sealer (that process is extra).  However the recleaning would be free and we are 99% positive that we can get it cleaned perfectly Mr. [redacted] refused to let us clean.  Our policy is to reclean before we do anything else.  We do not have a money back guarantee when we are not able to reclean.  I just spoke to Mr. [redacted] and explained everything to him again and he still will not let us come out and relclean the tile.  I explained I would send a manager with a stronger solution and it would not cost him any extra.  He still told me no.  At this point only thing I can offer is another recleaning to fix the problem.

Revdex.com Complaint# [redacted]Mr. [redacted] ordered carpet cleaning service on 5-29-2015 also requesting when the technician comes out to measure and give a free in home estimate for cleaning the tile and grout. The appointment was booked for 6-20-15, one of our senior techs [redacted] came out to service Mr. [redacted] home. During the walkthrough [redacted] measured and gave Mr. [redacted] a cleaning quote of $320.00  based on sq/ft Mr. [redacted] requested to have cleaned. Mr. [redacted] agreed to the cost of the cleaning service on his tile and grout. [redacted] preformed the cleaning for both his carpets,tile and grout spending over 2 hours at Mr. [redacted] home.On 6-25-15 Mr. [redacted] called our office requesting a reservice on his gout stating there were some areas that did not look uniform. Mr. [redacted] reservice was booked for 7-1-15. We try to send the same tech back but 7-1-15 was [redacted]'s scheduled day off,so [redacted] came out to reclean whatever Mr.[redacted] needed (per our satisfaction guarantee). At the time of the reservice we were prepared to reclean all of the tile.Mr. [redacted] asked our technician if he was going to do the same process,which [redacted] told Mr. [redacted] that we would.That's when Mr.[redacted] told [redacted] that he doesn,t think that would get it clean,and in turn just wanted a full refund for the tile cleaning. Per our satisfaction guarantee 11We must have a chance to inspect and remedy the customers concerns". Mr.[redacted] did not let [redacted] try to reclean.
In conclusion per our guarantee that Mr. [redacted] signed we must have a chance to remedy before any other steps like refund/policy adjustment can happen. Because Mr. [redacted] did not give us that chance and that is why we will not be refunding tile cleaning at this time. We would be willing to go out and clean it again if he would allow us to,but returning the full cleaning cost we would not be willing to do at this time.Sincerely:
[redacted] (Sears Shop Manager}

I have reviewed the 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 statement of the business is wrong, here is what happened:On the second attempt and visit, the technician  made a test and there was no difference in the area where the test was performed. We then called the local manager that then confirmed that if the test was not better, there was then no reason for the entire cleaning to produce any better outcome. This is why I  told the local manager that there was no need to invest the time in performing that second cleaning, and it was better to refund me, since the grout was still not clear, like in the other areas. Basically, the darker areas (around 20%) were still darker! Worse, he told me they had a different system they could use, for an additional fee.It is when the regional manager called me the next day or so, to have someone coming to my home for the 3rd time, that I told him that at this time, that I didn't have any confidence in the ability for them to perform the service I paid for, which is to clean the tile/grout, because of the go-around I received and simply being unable to agree that when cleaning grout, if the outcome is that the 20% dark part remains as is, then there is no real benefit there.To me, the outcome of cleaning the area has not been delivered, and if I would have been explained by the company that there was a possibility that the grout would not end up clearer than originally, I would not have spent $320 for having it cleaned! I don't need a company to come to my home to clean my tiles, I do this weekly with a bucket of water myself.

Regards,

This is in response to a complaint for [redacted].We cleaned the carpet in April. Sears has one of the longest guarantees in the industry and as per the invoice SEARS must be permitted to come back out and rectify the situation prior to cleaning by others. This customer never contacted Sears to...

come back. The first time Sears was notified is when the customer tried to get a refund on their credit card. Sears found there was no grounds for a return on monies, again due to not letting Sears come and try to fix any problems. The customer then bashed Sears on [redacted] so the Corporate office contacted the customer to hear the complaint. Again corporate found No fault of Sears. The customer then called the office.( the attachment for taped phone call )[redacted](crew manager) tried talking with the customer, but with no success. When the customer starts cursing at us, it was time to end the relationship.

List of grievances:
1. Carpet was damp more than 4 days after cleaning.
2. It still feels musty
3. The carpet is more 'matted' that it was before the cleaning.
4. I had two properties cleaned. One man left with the van in both cases for about 20 minutes. I'm not sure why. He left the other man behind who asked to used our bathroom (in both properties) w/in an hour of each other. I feel he was rummaging through our items. In my mother's home the bathroom was empty so he wasn't in there long. In my bathroom he walked out holding our toothpaste and asked "Where did you get this? I have sensitive teeth and I want some." (pretty peculiar behavior, right?!)
5. While servicemen were in the home (after completing my mother's) they said their machine broke. They cleared a clog and left the big ball of hair in front of our house.
6. I don't believe the vacuum system/machine worked properly at my home. My mothers was not wet for an extended period of time. And, when I went in to vacuum a couple days later, I pulled up very little dirt.
7. We could not say in our home for 3 days and 3 nights after our carpets were cleaned. They were too wet. We left fans on and stayed with my sister for 3 days. (To be fair, it was humid and rainy for 2 or 3 of those days)
8. When I vacuumed my home 4 days later I pulled up TONS of dirt, hair and debris. More than I have ever sucked up in my vacuum before. (Note: our house was empty during this time, so we didn't track in any new dirt after your crew left). I filled a 16 oz glass twice with hair and debris immediately after the company left (and after the carpets had dried, though we had not walked on them.) I took photos. It was disgusting. Can you imagine filling a 32 ouncer of filth immediately AFTER paying to have your carpets cleaned?? And the dirt was different than ever before. Heavy, darker, and seemed like darker hair.
I'm happy to send photos of the glass full of dirt if you wish.
I was charged $85 for one job and $75 for the other. I'd wish to be refunded for both due to my costs, efforts and necessity to reclean (at greater costs) the carpets in my home.
Will, Roberta, nor Steve every emailed me or called me back. I emailed them 3 times and called them at least 4 times. They even lied when questioned about the service when my credit card reached out to them and said they offered to fix the problem and I declined.
Plus, the guy who came to our house to clean the carpet was creepy and bailed in the middle of the job twice. (He said to get gas)
I'd be happy to discuss this horrible company with anyone. Every word is true. Email me if you don't believe me. Do not use them. beforedave (at) [redacted]

Mr. [redacted] hired us to clean his carpet and tile.  Our technician cleaned the carpet and tile.  Mr. [redacted] called us back to complain that 15% of the tile was not not clean enough and showed a little darker than the other areas so we sent a tech out to reclean. Upon arriving Mr....

[redacted] did not let us reclean he stated that he did not have confidence in the cleaning process and we told him that it most likely needed a second clean to get it clean.  We told him grout is very porous and if it hasn't been sealed it can be hard to clean.   We did tell him if the second cleaning didn't work that the grout was most likely stained and he could always recolor the grout with a colored sealer (that process is extra).  However the recleaning would be free and we are 99% positive that we can get it cleaned perfectly Mr. [redacted] refused to let us clean.  Our policy is to reclean before we do anything else.  We do not have a money back guarantee when we are not able to reclean.  I just spoke to Mr. [redacted] and explained everything to him again and he still will not let us come out and relclean the tile.  I explained I would send a manager with a stronger solution and it would not cost him any extra.  He still told me no.  At this point only thing I can offer is another recleaning to fix the problem.

when I try to book cleaning service online its show next day avaliblity but after you book the service I got call from sears after few hours and I been told next day service is not avalible in your area tommorrow ealriest opning we have ----- and its happend 2 times

I told them before you make reservation you took my name , e mail , phone number and gave me confirmation number now you telling me it snot avalible , see this is sears , now you decide

I am sorry but I cannot accept this as a solution.  I was renting the place and upon my move-out, I had to get the carpets cleaned and since [redacted] did not do a good job.  The management copy of the place I was renting said that I have to have carpets done by one of their places they have chosen and I have to pay for it again. So, as a solution I need my money back from [redacted].  They did not do the job they were sent to do and plus the guy that came to do it was very rude and very unprofessional and because of this and me not being able to have the carpets re-done by your copy, I must request my money back since the job was not done right the first time.

I have reviewed the 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] I AM still dissatisfied with 1) "misunderstanding" -- per Sears) about the pricing expressed; 2) the failure to explain at the time of service; and 3) the disinterest in considering my approach provided BEFORE they came to the house!! I was very clear  about my interests and understood the pricing to be different than what occurred when they actually provided the bill. Not before then had the price 'actual' been given to me.My upset remains.

I have reviewed the 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.

1. Sears Carpet never even alluded to their supposed policy to come back and fix damages or 'redo' their work.2. I never received a response from them in return of my phone calls and emails.3. I never set a follow-up appointment with Sears Carpet (due to reason 2), nor cancelled one.4. Sears Carpet was not truthful about the date or details in which an follow-up/return appointment was made.5. I would have accepted a follow-up appointment had it been offered initially. 6. I had additional costs/damages due to the wetness of the carpet that they did not respond to.7. I did not have another carpet company come back to clean (As they posted in their Revdex.com response. I has been waiting for this issue to be resolved with them.)8. This attached photo. (Taken the first moment we came back to stay in our home, after 3 days and the carpet was dry enough to walk on. I vacuumed up debris that filled 2 16oz glasses.)9. I would have liked a response in regard to their employee rummaging through our bathroom cabinet.10. I can send a copy of the emails I sent to them and evidence that Sears Carpet never responded. (Note: The only way I got their email address is b/c someone in their phone center gave it to me, evidence that they directed me to send the email and wait for a response.) [redacted]

Regards,

On 4-16-15 [redacted] and [redacted] serviced Ms. [redacted] carpet. She had 3 areas to be cleaned and added enzyme in master bedroom and protector on all. (See invoice Three days later Ms.[redacted] called our office stating that are techs cracked on of her tiles in front of her master bedroom.On...

4-22-15 [redacted] the service manager came out to do an inspection on the cracked tile by the master bedroom. During the inspection it was found to be that the tile Ms. [redacted] states we cracked was on a foundation crack. [redacted] moved the little table next to the tile in question to find another broken tile as a direct result of the foundation cracking. Due to the preexisting foundation crack it was found by [redacted] that the reason the tile was not a direct result of our carpet cleaning.During the inspection [redacted] found with Ms. [redacted] a total of 7 cracked tiles throughout due to the foundation. [redacted] took a tile sample to try to match and get some for Ms. [redacted] told Ms. [redacted] that if we can find the tile then he [redacted] send his tile guy out to replace one for free if she paid for the remaining tiles to be replaced. [redacted] also explained because the tile was out dated and discontinued that it would be a challenge to find.For the next few months [redacted] looked local at, [redacted],[redacted], and other vendor around town to try to match the tile with little luck. This was a service we provided with no charge just to try to help the situation. In conclusion our offer to provide labor for that one tile to be replaced still stands and in no way are we accepting full responsibility for the tile that is cracked. This offer was in good faith to make our customer happy with our service.

I am sorry this issue is still going on.  Mrs. [redacted] had her carpet clean on 4-1-2014.  We cleaned 4 rooms of carpet and she bought 3 rooms of scotch guard carpet protector because she was happy with how it turned out.  After the job was done we spoke to her and asked her to walk through the areas we cleaned and look at it all and let us know how it looked.  She was happy with the cleaning.  We keep track of these calls they are called QED calls (quality every day).  Our phone calls are tracked and recorded.  5 months later she called on 9-3-2014 to ask for a re-clean for free and that she was not happy with the cleaning.  We told her we give the longest warranty in the industry at 30 days.  Our competitors only give 7 to 10 days.  This call was 5 months or 150 days well past our warranty and we said sorry we can not do this.    We then asked why she waited so long and she said she was in the hospital for 3 days after the cleaning and then went on vacation for 2 weeks after that.  I stated well that would have still left you with another week and a half of warranty why didn't she call and she had no reason.  Companies can not guarantee carpet cleaning for 5 months.  Carpet gets cleaned by some people every 3 to 4 months.  We are a very respectful company and we win a lot of awards for quality and we will go the extra distance to make people happy but I can not see how we can be expected to clean someones carpet 5 months after the original cleaning.  Like I said all phone calls are tracked and we looked through our records and the first call back from her was 9-3-2014.  I am sorry Mrs. [redacted] is unhappy but we have done everything correct in this situation and I hope Revdex.com sees this as well.

We offer a 30 day guarantee on all of our work and we have never gotten a call about this job with a complaint.  Our guarantee states that if the customer is not happy we will come back and re-clean for free.  We can not do a refund without being allowed to fix the problem first. ...

Again this is the first time we have been notified of an issue.  We could have came back out the very next day.  I hope this reply helps with this situation and we can get this taken care of.

Sorry we have been having some issues with this email.  The amount of this customers job is only $80 and I would be fine to just refund his money.   Also I just spoke to a customer and they said they called Revdex.com and they said we were not an accredited company.  Would you let me know what's going on with this Thank you,[redacted]

Both Benjamin & Clint were at my home this morning and completely cleaned the air ducts in my home. They did an incredible job and advised on things being taken care of in the future, making sure all was well. They were wonderful and I can't thank them enough.

Sear Air duct cleaning service is no longer the same as it is 2 years ago when I have the first service performed. It is not as it is advertised on their current web site, that you get what you ordered to do. I have scheduled this weekend for and Air duct cleaning from Sear web site for 18 vents to be clean for $179.95+$15 trip charge, which come to total of $194.95. When the service guy came and looked around, told me that he is new never done one on the oil furnace so someone else will come for it later. As I understand and have this done 2 year ago, air Duct cleaning have nothing to do with what kind of furnace you have. I call the service department to find out why and I was told that they have to do a so call whole system cleaning (and some nonsense about Guarantee), and that will cost me some where $450 or more for it. I tried to call back to the service department and demand to talk to the manager and was intentionally put on hold indefinite that I have to hang up in the end. It is classic kind of respond and tell me how low their service has become. So I did not go through with the service. So consumer beware they are becoming one of those unprofessional and unethical practice that you heard so much about. So stay away or just become a victim of a con job for your hard earning money. Just stay far away and look somewhere else.