I recently responded to carpet cleaning ad by Americlean Carpet & Air Duct Cleaning, Inc. Located in Hoffman Estates, IL. Their ad states, Any 5 Rooms Steam Cleaned & Deodorized $24.75 No Size Limit. For that price, I assumed it wouldn't be the best job in the world, but I wasn't really concerned about that. I just wanted the carpets clean enough that my young nieces and nephews could put sleeping bags on them when they slept on the floor after a family reunion that month.
When we called to make an appointment they assured us that $24.75 was the total price. We specifically asked if there any additional costs, and the girl told us there were none. After we hung up, I had my wife call back and ask about a possible trip charge. This time the same girl told us, yes there was a $10 fee. (Ten dollars doesn't sound like much, but that's a 40% increase over the original total cost.). When we asked why she didn't tell us about that cost when we specifically asked about additional costs the first time, she answered that she's not supposed to mention that cost. As we continued to ask her about additional expenses, we learned that each stair would be $1 to $3 additional. If areas were extremely soiled, they'll recommend we use a preconditioner at 25 per sq. Ft. Scotchguard could also be added for an additional fee. Despite the extra $10 trip fee we decided to have the carpet cleaned for the $25.75 special.
On the date of the service, two young men for Americlean reported to the house to begin the job. I had already removed most of the furniture on the first floor so they had easy access to most of the carpet. They took a look around at the five rooms and then told me they wanted to begin on the second floor. Since I had expected them to begin on the 1st floor, I now had to hurry upstairs to move some more stuff while they brought in their equipment. While I was upstairs, they took it upon themselves to clean a 3 x 3 area right in the middle of my living room using their preconditioner. (Remember, I didn't order the preconditioner method.) The team leader then proceeded to tell me how he was going to give me a deal and complete the five rooms for only $261.48. He tried to act like this was no big deal and that I should sign the contract right away. Needless to say, I wasn't happy or impressed with his offer. I didn't need a $261 cleaning. I explained that the requested $25 cleaning was a temporary measure, and that I wasn't planning to keep the carpet much longer. He then dropped the price to about $220. He refused to clean it for the $24.75 that we hired him for and tried to pressure me into signing up for the $220 cleaning. I told him he had three options: 1) I'd give him $100 for the more thorough job, 2) he could just to the steam cleaning for $25 as we agreed to on the phone, or 3) he could just leave. After much arguing and a call by him to his office, I finally agreed to pay $130. They then proceeded with the cleaning. They only used the preconditioner in two rooms and on the stairs.By the way, (surprise, surprise) the stairs were $3 each, not $1. At one point, they were going to charge me $3 even without the preconditioner.
So just to recap exactly why I'm making this complaint:
1) They advertised a $24.75 cleaning job. I agreed to that price, and then they used high pressure and unfair tactics to get me to change my order.
2) They lied about their fees, (trip charges, etc.) even when they were asked directly.
3) Without my permission, they used a preconditioner to clean a large sample section (9 sq. Ft.) in the middle of my living room, thus leaving an obvious spot. If they would have asked for my permission, I would not have given it. I would have suggested that they do a very small test in a less conspicuous place to compare their two cleaning methods. Because of this tactic, I was forced to spend about $100 more than the price we were quoted on the phone.
4) When they cleaned the dining room, rather than ask me about moving the table, they just cleaned around it, leaving the dirtiest spot untouched. When I noticed it, he admitted that he thought it should have been moved, but it was too late now. (In other words, he had already emptied his cleaner and was packing up.)
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