Hydro-clean, a carpet cleaning company [certified restorer and member of the Professional Cleaners Association], originally came out on October 17 to work on some stains in my basement as well as spot treatments in other locations. They got the water stains up in the basement, but left a pantry cabinet [at over 100 pounds and 6ft tall] in the middle of the only exit to the basement. Ironically, the Fire Marshall came out that day after their visit to inspect my home for foster care, so I wasn't happy.
I called the company to express my concerns about this and also how the pet stains now smelt worse. They informed me that this usually happens, they should have told me and also apologized for the furniture placement. I had window installers to move the giant piece of furniture and once the outside light streamed in, I was upset to discover they failed to open doors and clean the thresholds - causing dirt to gather everywhere a door was hung.
I called again and was offered a small discount, I think $10 off the next visit, but I insisted they come back out for a redo. Second visit on November 21 resulted in orange streaks and areas of orange spots on my cream colored berber carpet. This was not visible until the carpet had dried. I called again and spoke to a few people including the owner, Chuck Arnold. I explained this last person they sent out stained my carpet orange. Hydro-clean signed me up for another redo on December 30th. This time, they sent out their chief technician, Mr. Brown.
After discussing the orange tint, he eluded that it might have been caused by the previous tech using too much of their orange colored pre-treatment.By the time they left, I was delighted; the carpet looked great from a distance, but I couldn't walk on it until it dried. However, once dry, I discovered the orange streaks had now expanded to new parts of the carpet and the carpet now has a strange odor.
When I called the week of the January 11, I was told they could send someone out again, but I would be charged for another redo. I explained that this was a stain caused by Hydro-clean. The lady said I'd have to talk to the owner. Turns out he would be out of the office until January 20, so I left him a message. I didn't receive a return call. I tried again a few days after he would have returned, but was told he had come back but was out for a few more days, yet again. So I left another message on January 21, warning him that I was about to contact the BBB [Better Business Bureau] and I couldn't believe that he, the owner, had not returned my calls. The message said their office opens at 8am, so when I still hadn't heard anything by 10am, I called the office to see if he was even in. The woman who answered said he wasn't. I asked when he'd be in, she said Tuesday, January 27. I told her I've left him several messages regarding my ruined carpet and that he hasn't returned my calls. I asked her to inform him that he needed to check his messages because I was about to go ahead and contact the BBB. Her response was, "I can't make him call you back. Do what you have to do."
After I contacted the BBB in January, Mr. Arnold continued to ignore the original complaint and blame the orange stains on the water heater and pet stains. He continued to do this in his rebuttal responses, even though I told them they got the water heater stains out to my satisfaction, and it was explained to me later that the pet stains wouldn't come out. The orange is no where near the water heater and obviously has nothing to do with cat pee.
No one from the company came out to see the stains after I placed a formal complaint - Mr. Arnold responded to my BBB case with no first-hand knowledge. Their final response through BBB [which I was advised by a BBB rep not to accept] on 2/12/09 said: "Since there was pre existing damage to XXXXX carpet from a hot water heater leaking and urine damage caused by a pet Hydro Clean cannot be responsible for any reoccurring orange stains.
Hydro Clean has issued a check to XXXXX for the full amount XXXXX paid $104.55.
Thank You
Chuck Arnold"
As advised, I refused the check and wrote "return to sender." Through BBB, the complaint is now "unresolved" and I'm still out the money I paid for the cleaning. The next step is mediation and that will put me out another $100 because Hydro-Clean isn't accredited through BBB. Hydro-Clean does not have to agree to go to mediation either.
I called the company as soon as I saw the last response on February 13. I asked to speak to Mr. Arnold but was informed he was not in and would not be back until the February 24. I left him a message and asked for the company's permit and license number. The person who answered the phone did not know what I was talking about. I did some research and found that the owner is licensed under Maryland's Department of Labor, Licensing and Regulation as registration number 35016. I contacted them to see what they could do. I could only get advice. The complaint department suggested I ask for their insurance company. I called the office again today on February 18, and no one could give the name of their insurance company. I left Mr. Arnold another message. The only other suggestion was to call my homeowners insurance, but I have a $500 deductable. I have to make a decision about mediation in the next 7 days and I'm not sure what I should do at this point.
I'm very disappointed that I found out about this company from a Christian radio station and their site has the Christian symbols of fishes and crosses. Even their mission statement says "It is our goal to insure your complete satisfaction and we will back this up with a guarantee that we will return and make the job right or refund your money. You have our word on it." But what happens if the company stains your carpet? Returning my $104.55 for the original cleaning won't help me. I still can't believe they will not own up to their mistake, even after all this.
I think I've been more than reasonable with Hydro-clean and given them more than enough chances to fix this problem. I've had to take off work every time they come out and they wouldn't do redos on the weekend. I've spent hours on the phone. My carpet looks terrible. I've shown it to several people to make sure I wasn't crazy. I even talked to other carpet cleaning companies for their opinions, as well as the place I purchased my carpet... It sounds like the carpet will have to be replaced. It's only 2 years old. Mr. Arnold obviously doesn't care about his customers or the quality of service his company is offering. I just want them to fix their mistake. Thank you for your help!
0 comments