Sears 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.

The business's response is a complete fabrication.  The tile that was damaged was in front of the master bedroom and was crushed by the equipment used to clean the carpet.  It wasn't cracked - it was crushed into many pieces and was clearly and obviously the result of the people that cleaned the floor.  The company was contacted immediately the following day and when [redacted] came out to look at the tile he specifically stated that they would replace the tile and that they would take care of it.  Never once did he state that it wasn't their fault or that it wasn't their problem.  Furthermore, [redacted] took a piece of sample tile with him so that he could use it to find a match.  Why would he take that tile if he didn't intend to repair the damaged tile.The bigger problem arose when the company refused to return my calls or give me any information as to when I could expect the work to be done combined with them putting me on speaker phone and mocking me when I called in to speak with someone to attempt to determine when the work would be done.  Their actions have been disgraceful throughout and their response is further proof.  All I want is the one tile replaced that they damaged.  That isn't too much to ask.

Regards,

The technicians burglarized the house by breaking 2 roofs vents. We told them they were not doing a good job, because they cleaned all the vents grills with the same dirty towel without Clorox. We put notes on the invoice when signing. In retaliation, they broke two vents covers on the roof. Logically, as expected, when they came to take a look after we complained, they did not accept responsibility. We don’t understand why they sent the same guy that did the damage to evaluate. It makes no sense. I also tried to review with the original invoice number 204319, and it did not give me the option to put a review. What a coincidence!

Be careful when confiding your home o strangers. We never imagined someone from Sears would do such a thing. Their names are Jonathan and Darryl. Crooks.

They also increased the amount to sell services unnecessary services.

Good Morning, I am writing in response to your findings on this matter.  My manager Will did not realize he had to reply again.  Sorry about that.  This customer has foundation cracks in her tiles at her bedroom door and I have included pictures of her tiles in front of her  master bedroom.  You will notice where the crack is and then when you look under the table the same crack starts back up in the same direction and manner.  In the other picture you will notice that one of the tiles is sitting higher than the others.  This means there is a crack in the concrete slab and instead of this tile breaking it raised with the slab breaking the grout instead of the tile.   Our machine that we clean carpet with is truck mounted so there is no heavy machines in the home.  We have a titanium wand that weighs only about 1 pound and it is hooked up to a vacuum hose and solution line.  It would be impossible for the weight to crush tile.  When [redacted] went out he inspected the tile and showed the customer other cracked tiles (7 total) and expressed that this was  foundation cracking and settling.  He did say that as a good faith gesture if we can find a piece of tile we would have one of our guys install one tile piece for free.  She was happy with this offer and said if we found the tile she authorized us to buy an entire box of this tile and she would pay us to replace the other broken tiles.  We have spent countless hours trying to find her tile for her and we cannot find it.  The tile looks to be discontinued.  It was our every intention to find the tiles for her.  It would have made her happy and we would have gotten additional work from her by replacing the other 6 broken tiles.  It was a win-win for both of us.     I hope this puts more light onto the matter.  Again I’m sorry [redacted] did not respond the second time I think he thought it was already taken care of and was a duplicate.  He is new to taking care of Revdex.com complaints.  Please let me know that you received this and reviewed the pictures.   [redacted]Phoenix Az 85040###-###-####  Cell###-###-#### OfficeSears Carpet & Air Duct Cleaning

Poor carpet cleaning performance and overall serviceI ordered my carpet cleaning on November 2nd for 11/23. On 11/23 my daughter was home when the Sears carpet cleaner arrived. He was in the house to do 4 rooms, one room upstairs. he came in at 3:10pm. while there my daugghter called me and said that he was not going to be able to get up the stains in her room, I said fine because these were finger nail polish stains- no problem. At 3:28 she called me again for my credit card number because he was done. I commented to her that he was done cleaning 4 rooms in less than 20 minutes- she said yea. What I got home I saw why- he just wet the floor and left. My carpet was not cleaned at all. I called him to complain and he just said to call the 800 #, I felt someone should have contacted me; I asked him for the number he said to look at your order. I called the next day and tried to talk to someone; the rep I talked to tried to convince me that my carpet is so worn out that it is beyond cleaning. I explained that if his rep felt that way he should have called me and explained that to me prior to cleaning the carpet. He tried to integgregate me with a thousand questions- I explained that there are two people that live in my house, we do not have pet- the main areas are hardwood; the rep just did an awful job of removing dirt- you cannot tell at all that any carpet cleaning was done. I tried to be reasonable because they have done it before and was great but it was obvious he was not going to take responsibility for the poor performance his rep had done. So I told him that that I wanted some refund; he then offered to come back after the holidays to inspect the carpet-not redo- I explained the reason for scheduling 3 weeks in advance was because I had visitors coming and after the holiday was too late; he still didn't try to do anything to accommodate my needs. The way he talked to me- I am not comfortable with him in my house. The service and performance received does not warrant a payment of $110- any no named carpet service could have done better.Desired SettlementI want my full refund

I had my carpet cleaned on June 12, 2015, when my wife returned home the carpet looked fine. but as the carpet begin to dry spots began to surface in places. T the front door, in the dining room and the hallway spots begin to surface. it appears that dirty water from the machine was wasted or leaked all through the house. We have made numerous calls since the first spots showed we either did not get and answer or no response. both my wife and I spoke to [redacted] and he promise to get back with us to no avail.we would like for someone in management to response to this problem. I realize it has been a month but we have tried to no avail . Thank you , [redacted]Desired SettlementCarpet to be cleaned and a response from management.

Review: I contracted with Sears to clean carpeting in my home on 7/13/13. Due to an ill animal, part of the carpet had to be pulled up and discarded. I paid the workmen an additional fee along with the fully quoted price for cleaning and left to run errands. I received a call 15 minutes later, saying that I had pests and they were going to abandon the job. They left my house in disarray with a bookcase in my bathroom blocking access, and told me I would be receiving a call from their supervisor that day. 2 days later, I called the supervisor, leaving a message to call me back. 4 days later, I was charged in full and called again asking for the supervisor inquire about it. Again, I was told that I would be called by that person. One week later, I called again asking for the Regional Manager to phone me. I left a message asking him to call me to discuss this transaction before I escalated and never received a call back. My money was refunded in full but I still have torn up carpeting in my hallway and a bookcase sitting in my bathroom. The fact they refuse to call me back is disappointing at the least.

There are other details stemming from the gentlemen who came to my home and I would like to discuss it with them. This was a poor experience from start to finish and I will be contacting Sears directly to let them know the kind of people they contract their name to.Desired Settlement: I want an apology for the way I've been treated and a refund for the money I've had to spend with another carpet cleaning company.

Business

Response:

I am not sure why there was a lack of communication with this job. I have on record that we went to the home and spent an hour and a half (this is on the vans GPS) and we left without finishing the job. This was due to a insect problem. There were hundreds if not thousands of bugs coming out from the carpet. Our tech lifted up the carpet if the hall and took a picture of the bugs. It was not something that we wanted to deal with. This customer needed an exterminator. We are just simply carpet cleaners. We had put in for a refund right away. It had to go through corporate and it took about a week. They saw the van was there for 1.5 hours and we charge by the hour if we are not cleaning. So I had to clear that with our corporate office. Customer was given a full refund and not even charged a service call. We should not have even gone out there with that kind of an issue. We have to pay gas and our technicians for their time. I can and will say sorry for what ever lack of communication there was. Sorry.I can not pay for this customers carpet to be cleaned by another company. There is no reason to. The customer has not paid us a dime now and they had their carpets cleaned. They should pay someone for their carpets to be clean. We did not cause the dirty carpets, pet stains or bugs. We should not have to pay to have them cleaned.

Consumer

Response:

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 have asked for a return phone call several times. This call was promised to me by the "gentlemen" who came to my house. They left hurriedly but left furniture in my bathroom and carpeting torn up This is not acceptable business. The fact that I was charged a full 4 days after the call denotes deceptive business practices and the fact it took over a week to get those funds back without so much as a return call, leaves me with a bad taste in my mouth. Your own employees committed you to a follow up, which you did not do. ASIDE from the fact that I have a pest problem, which is now resolved, you have demonstrated that you do not care for my business. Clearly Sears doesn't know how you treat your customers and maybe they should.

I hired Sears to clean my Air Vents and the carpet. I was so surprised that 2 different crews showed up. In my opinion I thought the equipment for the Air Ducts was impressive. Most other companies said they sent out only one van to do all the work.( which seemed fishy to me)The crew was in uniform and was pleasant to work with and answered all my questions. I ended up cleaning my air handler, which was an additional charge but the techs were up front on this cost and I did not feel like I was taken advantage of. I will certainly use Sears again, but only after a few more years. The techs taught me I only have to clean the vents every few years and not every year-which I think is nice.

Review: On the call to request service, I indicated that other contractors would be in the house during that time. Because time was of the essence to me in my needs, I confirmed the possibility of having others in the home during the bedroom carpet cleaning and front rooms tile/grout cleaning. As understood, I could direct the workers on approach as to areas to start in order to decrease problems. Further, this matter was assured to be an acceptable approach. My quote for services was $378 (or less).

On arrival, the workers said they were not going to do the service my way and that they would do so in their fashion. One worker placed me on his cell phone to a 'manager' who said he would call me back after reviewing the call. Work was done while I was busy with others and they proceeded regardless in their chosen fashion. The 'manager' did not return my call.

I was subsequently billed for $478. At no time had the increased fee been provided to me except at the job end. I attempted return calls to Sears (since the manager' did not return my call ever), but each effort was directed to an expected return call. I have never heard from Sears.

I am angered as to the intent to sell me services and do the bait & switch method on arrival by ignoring my requests at phone inquiry; disturbed by the bully behavior of the workers to do it their way without valid explanation; exasperated by the chosen failure of the 'manager' to speak with me or to return calls; and outraged as to the last-minute gouging of the prices.

I had been concerned about intentional bad work, but others did not note any problems and quite frankly, I just could not tell any difference. I am willing to accept the work, but not the interactions and the unexpected price increase.Desired Settlement: In the least, adjust my bill to reflect the phone quote.

Business

Response:

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.

Consumer

Response:

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.

Review: I had a choice between Stanley Steamer and Sears and selected Sears for carpet cleaning. The person that arrived at the condo did not greet me nicely, and was very rude after finding out he had to clean the stairs in the condo and said would break his back, etc. I had to call manager to ask why they did not list stairs on the job and let him know as well. The carpet was not in bad shape actually, and the service person wrote up an invoice as if the carpet was in horrible condition now possibly allowing me not to get my $1700 deposit back. He said there was a bleach stain where sofa was, but actually the carpet is white under a sofa that has never been moved so it will look whiter than rest of carpet. His rudeness and unprofessionalism has left bad taste and I am out $183 for cleaning, and possibly out my deposit for the house. I would like to have my money refunded and will never use Sears Carpet again, and other friends have also said they would never use Sears. They are there to do a job, make a customer feel good about getting things clean in their stressful move out time, not make them feel worthless and like white trash.Desired Settlement: I would like a full refund of my money for this un-professionalism.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

I apologize Mrs. [redacted] is unhappy about the cleaning and that is why we offer a guarantee. The guarantee is noted on the invoice that she signed I have enclosed a copy of the invoice (front and back). All cleanings which have a problem must allow us to see and fix the problem. If the cleaning was not good enough she could have called our office and we would have worked with the landlord and made sure the job was as clean as it could get and have them there during the cleaning. They can not legally say you have to use our company when someone has already paid to have it cleaned. It is odd we did not get a call for a re-clean or a call for a complaint. Especially now since it is to late for us to re-clean since its after the first of the month and most likely it has been re-cleaned already. Maybe if we spoke to the landlord and asked them how the cleaning turned out after they had it cleaned and how much that was I would feel a little more at ease with this situation. We clean for multiple landlords and property managers and come highly recommended. Not sure why the issues with this job again I apologize but that is again why we have our guarantee. If I can get the name of the landlord and speak to them I can see whats going on and what they have decided the results are on the carpet and deposit are I would be more willing to find a happy medium with Mrs. [redacted].

Review: Service was horrible and an inconvenience to my five year old child whom was sick on the day of service. The service men were not the issue. It was the service being provided by [redacted] whom indicated he didn't care that ( was not his problem) that my child was sick after I already paid him. $358 in full. He gave me incorrect time that employees would be here which infested my home with mosquito's.( 5-6 pm)

I had to insist they come out another day to finish the bottom portion of the home,which upset him. ([redacted])

I was also over- charged for the service provided which proved fraud in this case. The company has false advertising . A refund of $31 dollars was to be refunded for the inconvenience, but he now says he will not do it.Desired Settlement: Refund on the promised amount of $31 per [redacted] and Helen. [redacted] disagreed. I informed [redacted] and [redacted] because I was given a fraudulent amount and he overcharged me that I would report them to Revdex.com. It didnt seem to matter to him. He was fine with it.

Business

Response:

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.

Review: I had my house in chandler cleaned by Sears carpet cleaning on April 2014. The carpet was very dirty and stains didn't go after the cleaning. Crew tried to clean within an hour and rushed to get my signature and credit card. I didn't have time to check when the crew was there. I tried to reach out to Sears Carpet cleaning for refund / reservice which I was not successful. I filed a dispute in credit card company. They tried to reach out on behalf of me which was unsuccessful either. Then I called another carpet cleaning company to clean out the carpet. I tried reaching out to Sears in [redacted] which was unsuccessful eitherDesired Settlement: I would request Sears to refund $161 I paid for the service.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: Sears came to our home to clean our carpets on 12/12/13. During the cleaning process their hose left blue streaks throughout our carpets. The office manager, [redacted], demanded payment from us. We refused to pay, as our carpets were ruined. Additional technicians came out on 12/13/13, in an attempt to re-clean their stains. [redacted] guaranteed that their blue stains would be removed. However, not only are the stains still intact, the carpet is poorly frayed from the repetitive motions from the process, and payment continued to be demanded. Our carpet is ruined. We documented with photos.Desired Settlement: We [redacted] be getting estimates for replacing our carpet and we want Sears to be the responsible party and pay for the new carpet.

Business

Response:

This issue is being taken care of. The hoses we use are non marking and for some reason a new batch of hoses we received somehow left blue streaks on the carpet. We [redacted] be taking care of her issue and then dealing with the hose company on our own.

Review: Sears Carpet & Upholstery Care cleaned my carpet on April 16, 2015. While cleaning the carpet they damaged the tile floor in front of the master bedroom with their equipment. I notified the company immediately and they indicated they would fix the damage. I have contacted the company numerous times and they either refuse to take my call or tell me they [redacted] call back, but never do. In one instance, a manager took my call on speaker phone and I would hear a number of people laughing and smirking in the background as we spoke. To date, no efforts have been made to repair or replace the tile.Desired Settlement: I would like the tile replaced and I would like an apology from the business for their rude and arrogant treatment.

Business

Response:

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.

Consumer

Response:

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 business's response is a complete fabrication. The tile that was damaged was in front of the master bedroom and was crushed by the equipment used to clean the carpet. It wasn't cracked - it was crushed into many pieces and was clearly and obviously the result of the people that cleaned the floor. The company was contacted immediately the following day and when [redacted] came out to look at the tile he specifically stated that they would replace the tile and that they would take care of it. Never once did he state that it wasn't their fault or that it wasn't their problem. Furthermore, [redacted] took a piece of sample tile with him so that he could use it to find a match. Why would he take that tile if he didn't intend to repair the damaged tile.The bigger problem arose when the company refused to return my calls or give me any information as to when I could expect the work to be done combined with them putting me on speaker phone and mocking me when I called in to speak with someone to attempt to determine when the work would be done. Their actions have been disgraceful throughout and their response is further proof. All I want is the one tile replaced that they damaged. That isn't too much to ask.

Regards,

Business

Response:

Good Morning, I am writing in response to your findings on this matter. My manager Will did not realize he had to reply again. Sorry about that. This customer has foundation cracks in her tiles at her bedroom door and I have included pictures of her tiles in front of her master bedroom. You will notice where the crack is and then when you look under the table the same crack starts back up in the same direction and manner. In the other picture you will notice that one of the tiles is sitting higher than the others. This means there is a crack in the concrete slab and instead of this tile breaking it raised with the slab breaking the grout instead of the tile. Our machine that we clean carpet with is truck mounted so there is no heavy machines in the home. We have a titanium wand that weighs only about 1 pound and it is hooked up to a vacuum hose and solution line. It would be impossible for the weight to crush tile. When [redacted] went out he inspected the tile and showed the customer other cracked tiles (7 total) and expressed that this was foundation cracking and settling. He did say that as a good faith gesture if we can find a piece of tile we would have one of our guys install one tile piece for free. She was happy with this offer and said if we found the tile she authorized us to buy an entire box of this tile and she would pay us to replace the other broken tiles. We have spent countless hours trying to find her tile for her and we cannot find it. The tile looks to be discontinued. It was our every intention to find the tiles for her. It would have made her happy and we would have gotten additional work from her by replacing the other 6 broken tiles. It was a win-win for both of us. I hope this puts more light onto the matter. Again I’m sorry [redacted] did not respond the second time I think he thought it was already taken care of and was a duplicate. He is new to taking care of Revdex.com complaints. Please let me know that you received this and reviewed the pictures. [redacted]Phoenix Az 85040###-###-#### Cell###-###-#### OfficeSears Carpet & Air Duct Cleaning

Review: I have had a terrible experience with my local Sears Carpet & Air Duct Cleaning company. [redacted] (manager) [redacted] not call me back (I called 4 times) or respond to emails (sent 3 times). I am requesting a refund for horrible service.

My carpet is in worse condition than it was before the cleaning. Matted & musty and was so wet my house was uninhabitable for 3 days after the service.

This is the email I sent:

Dear Sears Carpet and Upholstery Care,

I voiced a complaint with your company a week ago. I spoke to [redacted]. She told me her manager, [redacted] would call back. He hasn't.

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). Please see the attached photo. That is a 16 ounce glass. I filled it almost twice.

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.

The addresses cleaned were [redacted] Mesa AZ 85201 (referenced in the email.) and [redacted], Mesa AZ 85205 (not appeared to be damaged)

I have since learned the the company filed a document that said they offered to come by and fix the problem. This is not true. The company asked if they could send someone out. I said I would allow, but it is not preferred. And I requested it be someone who had been with the company for a while or supervisor who could see the damage to my carpet and inspect the issue.Desired Settlement: I wish for a full $85 refund or a qualified tech to come out and clean the carpet properly.

And if it is true that inaccurate documents were submitted, I'd request that corrections and/or apology be made.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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]

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

Review: Contracted Sears to clean / remove stain from grout in bathrooms, where tile floor is at home.

Technician came and cleaned.

None of the stains disappeared.

Called a few days later Sears to dispatch a new technician (within 30 days).

Technician came and told me by cleaning again the floor, same process than the first time, the grunt would not look better.

I then called a manager telling them if I would have known in the first place, that there was a possibly that the grunt would not look better whatsoever, I would not have done this, and would have simply performed the carpet cleaning, as originally ordered.

The manager explained that:

1/ They could clean it again if I want

2/ they will not provide any refund, because they performed their cleaning task.

3/ If I want, they can add services and charge me more to paint grunt, etc... at which point I said it was a scheme, asking me more $ when in the first place, the initial task outcome was not completed.

I sent the technician home and told the manager I would complain to Revdex.com, asking for a refund, that he was denying me.

NO CUSTOMER SERVICE, and NO GRUNT CLEANING outcome properly performed.Desired Settlement: $320 of the cleaning to be refund (out of $545 that include carpet).

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

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,

Consumer

Response:

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,

Business

Response:

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}

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]