Hello... you bought a 2 room living social coupon and service performed 2/3/15 requested reciept ..it was emailed to you on the requested day Friday 2/6/15 at 1:33 pm showing recieved and opeded.. to email address given to us [redacted]@neto.net please check that email...
account for your reciept or maybe the spam file ...if you like we can provide another copy to you .. Thank you
Hi and thank you for your feed-back I take your complaint very serious and looked into your matter by speaking with your tech ..office manager and replaying our phone conversations ..Im showing your service to be a add on from the 29th Nov (add on is same day service where a customer calls in...
for service that same day) our play back and scheduling system show a 1-2 pm arrival time and our computer tracking system in each van shows our company arriving at 1:14 pm ..the reason I bring this up is so we have no false perceptions as I take your complait very serious. Listening to your inital complait I heard you thought you were getting a shiny finish on your floor when compleated ... our work order shows we were to clean your tile and grout and clear seal your grout ...we can put a floor finish on your floor if you like but we never got to this point... our office manager did offer to come fix any issue you may have or offered a partial refund for any inconvenience or apply your clear seal charge towards color sealing your grout or floor finish .. after speaking with your husband on friday he agreed all of these options sound good but wanted to talk with his wife before he moved forward. We replied that demaning $300 was very excessive and he agreed that was very "steep" ... our inital offer still stands and hope we can resolve this matter in a timly manner with you ... again thank you for your feed-back
Complaint: [redacted]
I am rejecting this response because: I contacted living social like you requested but they stated you marked it used. Please get in contact with them and let them know NOT used so they can give me a store credit for amount paid with them. Thank you.
Regards,
[redacted]
You paid for a two room Livingsocial coupon ( Not a Groupon ) to get carpets cleaned. We cleaned two rooms for you deep steam clean with NO pet treatment. We got a call from you four hours after job was done. You never paid for an extra room just for the livingsocial for two rooms only.
Complaint: [redacted]
I am rejecting this response because: If you thoroughly read through my complaint, I don't harp on the arrival time of the tech. His arrival time is simply mentioned because this begins the "less than average" customer service. Your computer system may have read a 1p-2p arrival time, however when we called in we were told you guys could have someone out around lunch time. The tech called my husband @ 12:14pm (per the call log) to say he would be there "in about 30 minutes". My husband asked, "So by 1:00?" the tech answered, "yes". THIS is where my statement regarding the late arrival time originates from. I have yet to receive a direct response from you as to why NO ONE ever called us back. You state you are taking this complaint seriously, but what does that entail on your part? As it stands, we did what we were supposed to do per your website and we called within the initial 24hrs to report the condition of the floor. We NEVER received a call back. NEVER. The next time we spoke to someone in the office was Monday afternoon when I had to call back again to ask if anyone ever even received the message. Thursday when we were supposed to receive a call back from the manager regarding [redacted]'s pictures we didn't. Once again, we had to call the office to get any feedback from the business. When I spoke with [redacted] I was assured that he would relay the message to [redacted] to call me asap. Instead of [redacted] contacting [redacted], he contacted my husband to see if he could re-negotiate a deal. This is EXTREMELY unproffesional and underminded in nature. [redacted] tried to offer a "grout coloring" service into the deal as part of the re-do. Once again, our perception of this is that he was unprofessional to simply try and offer another service to cover up the initial problem rather than truly listening to the customer. Furthermore, to quote my husband as agreeing the refund price was "steep" is a flat out lie. [redacted], the owner addressed a complaint on Y.E.L.P. 8 months ago urging the person making the complaint to at least be fair and honest. Practice what you preach. There is absolutely NO reason to put words in anyone's mouth.Finally, as per your statement, this was indeed a same day service request because as mentioned in my complaint, we can no longer accomodate ANYONE coming out to do the floors because of our busy schedule. This was the one time and day that we could fit it in. As it stands now, we will have to go clear through the holidays with the floor looking this way because of the poor quality job. We gladly would have accepted a re-do on that next Sunday if anyone would have bothered to call us back, but to have 3 separate occurances whereas someone was to contact us, however no one ever did is unacceptable. I feel that the situation as it stands now is no fault of our own, we didn't aim to ask for our money back, but truth be told, the lack of customer service and response from the company has left a very negative mark on Steam It. I am still requesting $300 refund for the lack of response, the unproffesional demeanor of the staff & most importantly, the awful condition of the floor that we will ultimately have to pay out of pocket to have repaired.On a side note, there is no indication of who is responding to the complaint here or if [redacted] was ever even notified of the entire situation.
Regards,
[redacted]
Thank you for your response ..as you can see we can only email when given proper address attached is another copy and yes it was sent to net 0 not net zero please find another copy attached to this response ...Thanks again
I have attached the copy where we cleaned two rooms. The invoice is singed there is nothing about three rooms the tech said he cleaned the two rooms for you.
Hi Thanks for your responce and feed-back I will agree to dis agree on some of your comments to help move forwrd and do feel as a few options were presented from the beginning and apologize none were adequate ... with out returning we will offer a refund in the amount of $100 to help you move forward and hope this is a adequate resolution for you ....Thanks again for your feed-back Take care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thanks for finally responding & I agree that the time to resolve the issue is immediately or within reason. That is why I called the same day the job was completed, again, because this was the only available day I had to resolve it. Your business voice mail does not indicate that someone would call back the NEXT BUSINESS DAY. In fact, it states that if you need immediate assistance, please leave a message so I did. Again, I don't want to harp on this however it's a HUGE issue that you have yet to address and that is:Even on the Monday following, THE BUSINESS NEVER CALLED US. WE had to call back AGAIN to attempt to find a resolution. Your statment leaves me wondering if I had not taken the initiative & called back again that Monday, would your company contacted me? And can you honestly say that expectation is REASONABLE? It's not my fault that the floors NEED to be fixed. A simple steam clean to the tile and grout should not have left the floors in the state they are now in. I agree they do not appear permanently damaged, however if you review your pictures, the stains left behind are not clear in color, they are chalky in some areas and SUPER shiny in other patches, indicating that there was some sort of glossy coat that must have been applied or leaked somewhere. If [redacted]'s pictures do not show this, I took plenty of pictures as well the same night and would be happy to send those to you. At this point I am asking for a refund of an amount you feel is REASONABLE. Please note that simply because you state you are offering "resolution", you are not allowing any options for me. You only want me to agree to have your guys come and re-do the floors. I simply CANNOT agree to that.
Regards,
[redacted]
Hello, We did reschedule the job for September 10th at 12 noon the tech was running behind. We tried to call you to let you know we were running behind but are still going to come to clean carpet. The tech arrived at your place at 12:45 your apartment is to far for our hoses...
to reach we would need to do the job with a portable machine and would need to charge extra. With the livingsocial coupon it is only for carpet we can reach with our hoses. I am sorry and if you need us to clean with a portable just let us know.
Complaint: [redacted]
I am rejecting this response because: you left before 5:32 and I have proof of that; I also had to pay the rental company a cleaning fee to clean up what you did not clean - they had to clean all the window sills; they had to clean the shower and the burners on the stove. This was NOT a hoarder house as you suggest. The tiles in the shower came clean when they were finished. I did not get a Level 3 cleaning that you had promised. I guess this situation will never get resolved. I wish I had gone to [redacted] before I called you because there are very few people that were satisfied with your work. I will NOT be recommending your company. Also, the fact that you charge my credit card 3 extra times that I did not authorize is fraud and I have notified my bank that I did not authorize those 3 extra charges.
[redacted]
Complaint: [redacted]
I am rejecting this response because: the rental company actually charged me for cleaning the house AFTER Steam IT did NOT complete the service. We had already moved out after I inspected the residence on April 27th. They were also NOT authorized for the extra charges on my credit card.
Regards,
[redacted]
Good morning...thank you for your feed back as I read this Monday morning I see your service was Sat 12/19 Im not concerned about the time as much as I am about you not being satisfied with your cleaning ...The Mgr you spoke with was correct to ask for 24 hrs as the carpet does ligten and we cant...
reclean with them still being damp ...I see you called within 30 minutes of us leaving ...just so your under no false impression you never spoke with [redacted] as he was not here Sat ...we also see you filed this complaint before 24 hours as well ...now that it is Monday morning and 24 hours has passed please call us within a reasonable amount of time Tues or Wed as we need to return before Friday... if we do not hear back ill assume the carpet lightened and your satisfied ...Thank you
The Livingsocial coupon is for two rooms steam cleaned with truck mounted equipment. Your apartment is to far away we can not reach. It would need to be steamed with a portable machine. That is extra to steam with a portable. You can contact Livingsocial we did not steam your carpet so livingsocial will give you your money back.
Complaint: [redacted]
I am rejecting this response because:Like I've been saying the room was not cleaned. It was completely dry . I will not waste one more minute on this god awful lying company. Regardless of what's on the invoice I paid your guys $20 to clean a third room. I don't care about the third room .. I know and the guy knows I paid him cash . I'm done with you all.
Regards,
[redacted]
Thank you for your feed-back however Ive found the following ...your service on 4/25 at 9 am to 5:32 pm was compleated ..inspected and singed for that same day... only at a later date did you with out notice not pay for your service ...and not allow anyone to come look at what you were claiming...
...we are always here to help providing cleaning services however its difficult when you recieve a service approve the service then not want to pay for the service ... I did listen to the phone calls to our office and find all of my respoces supported ...Thanks again for your feed-back...I did attach a copy of your invoice stating the issues with the home...Thanks again
As I stated before, they said they sent me an email which I never got. I called them and told them I never got there email and then never heard back from them. All I wanted is the receipt that the guy that did the job said he could not give me that we had to call the office and get it from them. I think I saw were the said the sent and email , I guess with the receipt but it was the wrong email address. It went to [redacted]@net0.net not the correct email which would be [redacted]@netzero.net. [redacted]
Hello... you bought a 2 room living social coupon and service performed 2/3/15 requested reciept ..it was emailed to you on the requested day Friday 2/6/15 at 1:33 pm showing recieved and opeded.. to email address given to us [redacted]@neto.net please check that email...
account for your reciept or maybe the spam file ...if you like we can provide another copy to you .. Thank you
Hi and thank you for your feed-back I take your complaint very serious and looked into your matter by speaking with your tech ..office manager and replaying our phone conversations ..Im showing your service to be a add on from the 29th Nov (add on is same day service where a customer calls in...
for service that same day) our play back and scheduling system show a 1-2 pm arrival time and our computer tracking system in each van shows our company arriving at 1:14 pm ..the reason I bring this up is so we have no false perceptions as I take your complait very serious. Listening to your inital complait I heard you thought you were getting a shiny finish on your floor when compleated ... our work order shows we were to clean your tile and grout and clear seal your grout ...we can put a floor finish on your floor if you like but we never got to this point... our office manager did offer to come fix any issue you may have or offered a partial refund for any inconvenience or apply your clear seal charge towards color sealing your grout or floor finish .. after speaking with your husband on friday he agreed all of these options sound good but wanted to talk with his wife before he moved forward. We replied that demaning $300 was very excessive and he agreed that was very "steep" ... our inital offer still stands and hope we can resolve this matter in a timly manner with you ... again thank you for your feed-back
Complaint: [redacted]
I am rejecting this response because: I contacted living social like you requested but they stated you marked it used. Please get in contact with them and let them know NOT used so they can give me a store credit for amount paid with them. Thank you.
Regards,
[redacted]
You paid for a two room Livingsocial coupon ( Not a Groupon ) to get carpets cleaned. We cleaned two rooms for you deep steam clean with NO pet treatment. We got a call from you four hours after job was done. You never paid for an extra room just for the livingsocial for two rooms only.
Complaint: [redacted]
I am rejecting this response because: If you thoroughly read through my complaint, I don't harp on the arrival time of the tech. His arrival time is simply mentioned because this begins the "less than average" customer service. Your computer system may have read a 1p-2p arrival time, however when we called in we were told you guys could have someone out around lunch time. The tech called my husband @ 12:14pm (per the call log) to say he would be there "in about 30 minutes". My husband asked, "So by 1:00?" the tech answered, "yes". THIS is where my statement regarding the late arrival time originates from. I have yet to receive a direct response from you as to why NO ONE ever called us back. You state you are taking this complaint seriously, but what does that entail on your part? As it stands, we did what we were supposed to do per your website and we called within the initial 24hrs to report the condition of the floor. We NEVER received a call back. NEVER. The next time we spoke to someone in the office was Monday afternoon when I had to call back again to ask if anyone ever even received the message. Thursday when we were supposed to receive a call back from the manager regarding [redacted]'s pictures we didn't. Once again, we had to call the office to get any feedback from the business. When I spoke with [redacted] I was assured that he would relay the message to [redacted] to call me asap. Instead of [redacted] contacting [redacted], he contacted my husband to see if he could re-negotiate a deal. This is EXTREMELY unproffesional and underminded in nature. [redacted] tried to offer a "grout coloring" service into the deal as part of the re-do. Once again, our perception of this is that he was unprofessional to simply try and offer another service to cover up the initial problem rather than truly listening to the customer. Furthermore, to quote my husband as agreeing the refund price was "steep" is a flat out lie. [redacted], the owner addressed a complaint on Y.E.L.P. 8 months ago urging the person making the complaint to at least be fair and honest. Practice what you preach. There is absolutely NO reason to put words in anyone's mouth.Finally, as per your statement, this was indeed a same day service request because as mentioned in my complaint, we can no longer accomodate ANYONE coming out to do the floors because of our busy schedule. This was the one time and day that we could fit it in. As it stands now, we will have to go clear through the holidays with the floor looking this way because of the poor quality job. We gladly would have accepted a re-do on that next Sunday if anyone would have bothered to call us back, but to have 3 separate occurances whereas someone was to contact us, however no one ever did is unacceptable. I feel that the situation as it stands now is no fault of our own, we didn't aim to ask for our money back, but truth be told, the lack of customer service and response from the company has left a very negative mark on Steam It. I am still requesting $300 refund for the lack of response, the unproffesional demeanor of the staff & most importantly, the awful condition of the floor that we will ultimately have to pay out of pocket to have repaired.On a side note, there is no indication of who is responding to the complaint here or if [redacted] was ever even notified of the entire situation.
Regards,
[redacted]
Thank you for your response ..as you can see we can only email when given proper address attached is another copy and yes it was sent to net 0 not net zero please find another copy attached to this response ...Thanks again
I have attached the copy where we cleaned two rooms. The invoice is singed there is nothing about three rooms the tech said he cleaned the two rooms for you.
Hi Thanks for your responce and feed-back I will agree to dis agree on some of your comments to help move forwrd and do feel as a few options were presented from the beginning and apologize none were adequate ... with out returning we will offer a refund in the amount of $100 to help you move forward and hope this is a adequate resolution for you ....Thanks again for your feed-back Take care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thanks for finally responding & I agree that the time to resolve the issue is immediately or within reason. That is why I called the same day the job was completed, again, because this was the only available day I had to resolve it. Your business voice mail does not indicate that someone would call back the NEXT BUSINESS DAY. In fact, it states that if you need immediate assistance, please leave a message so I did. Again, I don't want to harp on this however it's a HUGE issue that you have yet to address and that is:Even on the Monday following, THE BUSINESS NEVER CALLED US. WE had to call back AGAIN to attempt to find a resolution. Your statment leaves me wondering if I had not taken the initiative & called back again that Monday, would your company contacted me? And can you honestly say that expectation is REASONABLE? It's not my fault that the floors NEED to be fixed. A simple steam clean to the tile and grout should not have left the floors in the state they are now in. I agree they do not appear permanently damaged, however if you review your pictures, the stains left behind are not clear in color, they are chalky in some areas and SUPER shiny in other patches, indicating that there was some sort of glossy coat that must have been applied or leaked somewhere. If [redacted]'s pictures do not show this, I took plenty of pictures as well the same night and would be happy to send those to you. At this point I am asking for a refund of an amount you feel is REASONABLE. Please note that simply because you state you are offering "resolution", you are not allowing any options for me. You only want me to agree to have your guys come and re-do the floors. I simply CANNOT agree to that.
Regards,
[redacted]
Hello, We did reschedule the job for September 10th at 12 noon the tech was running behind. We tried to call you to let you know we were running behind but are still going to come to clean carpet. The tech arrived at your place at 12:45 your apartment is to far for our hoses...
to reach we would need to do the job with a portable machine and would need to charge extra. With the livingsocial coupon it is only for carpet we can reach with our hoses. I am sorry and if you need us to clean with a portable just let us know.
Complaint: [redacted]
I am rejecting this response because: you left before 5:32 and I have proof of that; I also had to pay the rental company a cleaning fee to clean up what you did not clean - they had to clean all the window sills; they had to clean the shower and the burners on the stove. This was NOT a hoarder house as you suggest. The tiles in the shower came clean when they were finished. I did not get a Level 3 cleaning that you had promised. I guess this situation will never get resolved. I wish I had gone to [redacted] before I called you because there are very few people that were satisfied with your work. I will NOT be recommending your company. Also, the fact that you charge my credit card 3 extra times that I did not authorize is fraud and I have notified my bank that I did not authorize those 3 extra charges.
[redacted]
Complaint: [redacted]
I am rejecting this response because: the rental company actually charged me for cleaning the house AFTER Steam IT did NOT complete the service. We had already moved out after I inspected the residence on April 27th. They were also NOT authorized for the extra charges on my credit card.
Regards,
[redacted]
Good morning...thank you for your feed back as I read this Monday morning I see your service was Sat 12/19 Im not concerned about the time as much as I am about you not being satisfied with your cleaning ...The Mgr you spoke with was correct to ask for 24 hrs as the carpet does ligten and we cant...
reclean with them still being damp ...I see you called within 30 minutes of us leaving ...just so your under no false impression you never spoke with [redacted] as he was not here Sat ...we also see you filed this complaint before 24 hours as well ...now that it is Monday morning and 24 hours has passed please call us within a reasonable amount of time Tues or Wed as we need to return before Friday... if we do not hear back ill assume the carpet lightened and your satisfied ...Thank you
The Livingsocial coupon is for two rooms steam cleaned with truck mounted equipment. Your apartment is to far away we can not reach. It would need to be steamed with a portable machine. That is extra to steam with a portable. You can contact Livingsocial we did not steam your carpet so livingsocial will give you your money back.
Complaint: [redacted]
I am rejecting this response because:Like I've been saying the room was not cleaned. It was completely dry . I will not waste one more minute on this god awful lying company. Regardless of what's on the invoice I paid your guys $20 to clean a third room. I don't care about the third room .. I know and the guy knows I paid him cash . I'm done with you all.
Regards,
[redacted]
Thank you for your feed-back however Ive found the following ...your service on 4/25 at 9 am to 5:32 pm was compleated ..inspected and singed for that same day... only at a later date did you with out notice not pay for your service ...and not allow anyone to come look at what you were claiming...
...we are always here to help providing cleaning services however its difficult when you recieve a service approve the service then not want to pay for the service ... I did listen to the phone calls to our office and find all of my respoces supported ...Thanks again for your feed-back...I did attach a copy of your invoice stating the issues with the home...Thanks again
As I stated before, they said they sent me an email which I never got. I called them and told them I never got there email and then never heard back from them. All I wanted is the receipt that the guy that did the job said he could not give me that we had to call the office and get it from them. I think I saw were the said the sent and email , I guess with the receipt but it was the wrong email address. It went to [redacted]@net0.net not the correct email which would be [redacted]@netzero.net. [redacted]