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Signed: Very Dissatisfied
************** WARNING !! THE COMPANY DOES NOT STATE THIS IN THE DEAL DESCRIPTION OR IN THE FINE PRINT OF THE COUPON/VOUCHER. IF YOU HAVE/OWN AN ANIMAL, THEY WILL REFUSE TO DO YOUR CARPETS UNLESS YOU PAY AN EXTRA $147.00 FOR WHAT THEY CALL A PET TREATMENT. *********************
I WAS NOT MADE AWARE OF THIS POLICY UNTIL THE TECHNICIAN ARRIVED.
Here is the only statement regarding pets taken directly from the coupon:
"Extra charges may apply for heavily soiled carpet or pet relate issues."
There is nothing that states that pet treatment is MANDATORY if you OWN a pet.
Initial Call (11/14/13):
When I called to make my appointment , I was asked if I had pet and I said that I did, but the pet has never been in the carpeted area. At that time, I was NOT told that, because I owned a pet, I would be REQUIRED TO GET THE ADDITIONAL $147.00 PET TREATMENT even if the pet has never been in the carpeted area of the home. No additional pet related costs were mentioned.
In addition, because I stated that I had cleaned the carpets previously with the rug doctor and that that there was some soil and stains, she stated that we were possibly in, "Category 2", and there could be an additional cost of approximately $27 to $97. At that time, I told Adoria that we had a strict budget for the job and would not want it done if the cost over budget. She then stated that she would make a note of it and that she would DO THE JOB HERSELF AND KEEP THE COSTS DOWN.
However, some other technician showed up to do the work. She did not mention this in the message she left me when she called the day before my appointment, 11/23/13, to confirm nor did she mention it when I called her the morning of the appointment. She just sent someone else.
When the technician arrived:
Because he heard a dog barking in the garage, he politely refused to do a general cleaning ( $79.00 for rooms, $3.00 per stair, $6.00 landing) . He politely insisted that he was obligated to do the pet treatment because I OWNED a dog. I explained to him that the dog was not allowed in the carpeted area of the home, sleeps in a kennel at night and is kept in the garage when we're not home.
While the technician was there, I called Adoria to clear up the matter concerning the PET TREATMENT. I don't remember the conversation verbatim, but she basically said she had nothing in her notes that indicated that I had a pet. Yet, the technician, who stated that he was a PET SPECIALIST, said that she contacted him the night before to do the job. She also stated that I could refuse their services that day and talk to them at a later date about rescheduling.
I suggested that the technician take a walk through with his detection tool to check the carpet. He insisted that the spots his flashlight illuminated on the carpet were from the dog even though I told him that the dog is always supervised and has never been in the carpeted areas of the home.
AT THIS POINT I WAS VERY DISAPPOINTED AND A BIT PEEVED WITH THE SITUATION. I TRULY FELT THAT I WAS INTENTIONALLY MISLEAD. However, I decided to proceed with the cleaning because my carpets needed to be cleaned and I had already waited two weeks, plus paid $79.00 for the voucher.
During the cleaning process :
I asked the technician why he did not vacuum the carpet first and he stated that there was no need to vacuum because the machine he was using would extract the dirt. However, the coupon states that the deal includes: vacuuming, pre-spray, agitate deep clean, hot steam extraction, carpet grooming, and post cleaning inspection.
After the cleaning process:
The technician stated that my carpets were not heavily soiled so the $27-$97 charge for Category 2 that Adoria had mentioned did not apply.
I asked the technician if he was going to groom my carpet and he stated that my type of carpet did not require grooming.
Suggestions to avoid inconsistencies, misleading statements, miscommunications:
1. The coupon/voucher needs to clearly state that, IF YOU OWN A PET, YOU ARE REQUIRED TO PAY AN ADDITIONAL COST OF $147.00 FOR A PET TREATMENT, NO EXCEPTIONS !!!! This gives the customer a choice BEFORE they purchase the discounted coupon.
2. The technician needs to be made aware of what services the coupon includes and the terminology used so that he/she can discuss them with the customer.
3. When I pointed out that the voucher was unclear and misleading with regards to MANDATORY pet costs/services, I was told by Adoria that her company does not control what is printed on the voucher/coupon. She stated that the specific wording is chosen by Angie's List. Both Angie's List and
Price - I gave this a D because you are lead to believe that you can get your carpets cleaned for $79.00 and then, after the voucher is purchased, you are hit with MANDATORY pet fees.
Professionalism - The technician was polite, but he politely inferred that I was being untruthful when he insisted that the spots on my carpets were caused by my dog. Thank you Adoria for answering my phone call on the day of service and taking the time to discuss the situation and calling the day before to confirm the appointment. However, the omission of MANDATORY costs from the coupon content is not consistent with professional behavior/policy. During our conversation, Adoria did mention that she would possibly send text messages to customers informing them of mandatory pet fees. That is a start, but I still think it should be explicitly stated on any deal coupons and mentioned during appointment setting. Also, It would have been great if Adoria had followed through on her commitment to do my carpet herself or, at the very least, let me know beforehand.
Would I use this company in the future:
I was hoping to establish a rapport with a carpet cleaning company so that I could use them in the future.
My intent is not to bash your company. My intent is to give you insight on my experience as a customer so that you can you can use it to make improvements as you
Based on my experience concerning the
I like to be told everything up front so that I can make an informed decision regarding the company I select to provide a service.
I don't mind paying for excellent service, but I don't want to be made to feel as if I were lured in with low initial costs and then blind-sided with so called MANDATORY FEES on the back end.
12/10/13 Response to Provider's 12/4/13 comment
1. Adoria, I did tell you that I had a dog that was not allowed in the carpeted area during our initial phone converation. To avoid discrepancies like this in the future, I suggest that you consider sending written confirmation to customers indicating what items were addressed during the phone conversation. You mentioned a list, but there is no record of that actually being used. It's just basically the customer's word against yours and, in this case, you are basically stating that the customer is wrong.
2. As I told you on the phone during our initial conversation and explained to the technician on-site, we were 100% sure that we had no pet issues because the dog has never been in the carpeted area of the home. I told both of you that he's monitored 100% of the time he's in the house and otherewise he is kept in a crate or in garage which is where he was when the tech arrived.
3. You stated below that the voucher was for general issues after pet issues are addressed. WE HAD NO PET ISSUES. Whatever your ultra-violet light detected was not pet-related. THERE IS OBVIOUSLY A FLAW IN YOU DETECTION TOOL. We didn't inherit the carpet, we had it installed ourselves. So, as I repeatedly stated, THERE WERE NO PET ISSUES.
4. The VOUCHERS need to clearly state that the $79.00 ( or current price) is for general cleaning and, if you OWN a pet, you will have to pay an additional fee, because any spots detected by your ultra-violet device will be ASSUMED to be pet-related, even if the customers states and is 100% sure that they are not pet related.
5. The voucher states that the carpet would be pre-vacuumed . Can you explain to me why the technician did not pre-vacuum my carpet ?
Also, the voucher states that the carpet would be groomed. Can you explain to me why the technician did not groom my carpet ?
6. No one is more concerned about the indoor quality of my home than I am and we are keenly aware of the costs and concerns associated with pets. That is why we have taken the preemptive approach of not allowing it in the carpeted areas of our home.
Because it seems that your company is not going to be making any changes to address the issues that I ( and others) have brought up, we have concluded that your company is not a fit for us. ==============================================================================================
We had initially called them for carpet cleaning but we went ahead with the kitchen floor cleaning.
Two thumbs up for
We have small home, a little over 800sf. One of the rooms was excluded from the cleaning, so they did not have a large area to clean. The price for this house cleaning was $180, but the cleaning was not good. They missed several spider webs, they did not dust thoroughly, the oven was not cleaned properly and they did not move the refrigerator to clean behind or besides. 2 out of 7 promised windows were not cleaned at all. All that missing and yet they charged $180?? The carpet cleaning was good.
We called them back and asked them to do it right. They came back, hastily went through the house again, still missed dust and webs, cleaned the 2 missing windows sloppy and left.
We will not use this service again.
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