Las Vegas carpet cleaner offers solution to complaint

Las Vegas carpet cleaner offers solution to complaint

Member complaint:

I hired Carbonated Solutions of Las Vegas to clean carpet in four rooms and my stairs and stretch the carpet in the master bedroom. I hired them because they used a non-toxic solution, and the owner assured me it would work fine.

I was leaving town and had rented my home, so I wasn’t there when the work was done. I spoke to the carpet tech after he completed the work, and he said it went well and they were the best he could do.

The next day, my contractor, renter and neighbor all said the carpets looked like they hadn’t been cleaned, except for the stairs. The tech said he had cleaned the carpets, but it was obvious to all that he did not.

I paid another carpet cleaning company to redo this work, and the tech from that company told me Carbonated Solutions should have given me a refund. I would like them to refund the $200 I paid the second carpet cleaner to finish the work.

Gene Panella, Carlsbad, Calif.

Provider response

We regret that you are unsatisfied with our service. We offer all customers a 30-day guarantee of any issues, which is unheard of in our industry.

However, we never received a call from you stating there was any issue. Had you given us a call to voice your concern, we would have come back to reclean any areas of concern. Sometimes, carpet that is 9 years old and has not been cleaned in more than five years, the results may not be what you expect.

But this is the first time I have ever heard someone say “the carpets were never cleaned.” I respectfully disagree with your comments about our tech. He is a great employee and person. He has been employed here for seven years and if you look through our reviews on Angie’s List, you will see nothing but great reviews about him and our service.

We would like to refund you $150 for the carpet cleaning, excluding the price of the stairs as your contractor, renter, and neighbor told you the stairs look clean. Once again, we are sorry that you were not happy with our service. Our goal is complete customer satisfaction.

Chris Cassidy, president

Status

Resolved

Editor’s note: Panella accepted this counteroffer and considers the matter closed.

Have a complaint?

Our Angie’s List complaint resolution team attempts to mediate disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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