Carpet cleaning experience disappoints Chicago homeowner
Editor's note: Due to the high number of Angie's List Chicago members who have sought assistance from the Complaint Resolution Process, we'll be publishing a higher number of companies in the Penalty Box over the next few months.
See the entire list of Chicago companies in the Penalty Box below.
COMPLAINT: Morris Floyd, Chicago
"I hired ADR Carpet & Duct Cleaning to clean and apply a Teflon treatment to two area rugs and a sofa. Overall, the experience was very disappointing. Their worker arrived as scheduled, set up his equipment and got to work.
"There was a king-size bed on one bedroom rug, so we discussed how to move it so he could clean the whole thing rather than just the exposed area. He agreed it could be done, and charged me for cleaning the whole rug.
"He was quite cooperative and polite, and even helped move many pairs of shoes from under the bed. When he left, it appeared that the rugs and sofa were cleaned thoroughly. But after the rugs dried, this wasn’t the case.
"Some stains on a bedroom rug appeared to have been minimally cleaned. The following day, I called and asked he try again. Without complaint, he came back the next day. Things looked better, but the stains remained.
"But more disappointing was that the whole bedroom rug hadn’t been cleaned, which was contrary to what he agreed to and charged me for. Several shoe boxes remained under the bed and perhaps 25 to 30 percent of the rug hadn’t been cleaned at all.
"Before he left, the worker failed to discuss with me his inability to clean the whole bedroom rug and the poor results on it. Their work order shows they charged me for the whole rug."
DESIRED RESOLUTION: "I want a $100 refund."
RESPONSE: Antwan Reese, owner, ADR Carpet & Duct Cleaning
"As the member said, he knew there were 50 pairs of shoes and boxes in the room but didn’t move any of them before we arrived. We helped move some but told him it was up to him to move the rest.
"Second, as he said, a king-size bed was in the room. We don’t move beds unless they’re on wheels, and a king-size bed in a small room is hard to move, so how could we clean the whole rug?
"He told us to try and clean what we can. We did not charge him for moving the bed and shoe boxes. We didn’t charge for the whole rug and, like he said, we came back when he called about a stain problem."
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