August 19 4.22 PM
Policies and procedures on filing a complaint.
KIWI Services
3230 Commander
Carrollton, Texas 75006
Subject: Complaint
Invoice # 521460 Carpet Home
Invoice # 571460 Rug - KIWI
Date cleaned August 9
Per conversation with *, Friday, 8/19 a written request for a full return due to the following:
* Procedures were not explained on initial call.
Only procedure explained was the Tech would contact the office to obtain charges on an area rug...
General cleaning was not mentioned when appointment was scheduled.
Tech discussed General Cleaning post using a brush that cost an additional $35.00. This was approximately 1.5 hours after the Tech arrived.
* Additional charges below, stated by Tech, were not discussed on initial call. Quoted $128.28 for carpet to be cleaned
$9.00 per stain
$35.00 per room, for brush usage
$42.00 deodorizer per room
Tech stated numerous stains @ $9.00 per stain. Offered to treat entire home for $60.00. Did not mention that there would be an odor.
Tech moved couch and chairs along wall and stated and documented on invoice would clean upon returning rug.
Tech stated he used brush on living room that cost $35.00 per room. This was stated after he did the room.
Tech was asked to contact office for charges on cleaning rug in home.
Stated that the rug would be cleaned front and back if allowed him to take to the site. Quoted $50.00. No questions or suggestions were given regarding treatments.
Stated that if I allowed him to take the rug he would treat the entire home with chemicals that would protect home from future stains.
Stated that rug should be back as soon as Friday, August 12
* Carpet was treated with chemical that left an odor.
Tech requested to open windows after treatment. Windows and doors were open along with A/C temp. Lowered to 60 degrees.
Tech stated that odor would dissipate when carpet dries.
Initial phone call and advertisement stated carpet dries in 15 minutes
Tech stated I needed to leave the home for at least 2 hours.
* Odor was horrendous for 10 days and continues to reek
An Unpleasant smell is noticed the moment you open our door and very apparent in rooms where chemicals were used.
Odor affected grandchild, 2 years of age due to history of asthma (No warnings given)
August 18 3:37PM
Call from Rug Center
Tech stated that he had cleaned the rug and due to an odor he would like to keep the rug and place in an O-Zone room. He stated that this was due to chemicals used to treat spots. (CHEMICALS WERE NOT AUTHORIXED) Nor were any request made by KIWI to treat the rug.
The chemicals that were used were the same as the Tech used in the home that made a child ill and the home have a horrendous smell
Chargers for the O-Zone room were $75.00
The charges for the rug are over the price of the rug which the Tech was aware of before taking the rug out of the home.
When the Tech understood my frustration in hidden charges he offered to reduce the charge to $35.00, and then offered to do it for FREE.
The rug can not be brought back in to the home due to the odor.
The tech asked if he could have a manager contact me due to the mishaps since the original phone call.
August 18 4:22 PM
Call from *
Mr. * introduced himself as a new representative with KIWI that had managed to resolved 15000 complaints that were over a year old in a period of 3 months.
Mr. * stated that it was terrible that KIWI had so many complaints but with his expertise he has manage to decrease them on-going.
He pointed out how great he was before asking how could be of help.
He continued to demonstrate sales instead of resolution.
He did not offer a resolution until I insisted that I was the customer and the one that has an issue.
He stated that the Tech would be written up and terminated immediately.
He stated policy is to send another Tech and refund afterwards.
He stated that I was difficult due to not wanting another Tech in my home.
He continued to speak without listening to the customer.
He laughed and continued to laugh when I asked him to be quiet so I could speak.
When I reminded him of the chemicals triggering the asthma, explaining the refusal of another tech, he stated I was not allowing him to help me in resolving my problem.
Mr. * stated that I berated the previous caller and I was berating him.
Mr. * would not allow me to speak to a supervisor.
Mr. * was asked his last name, he stated he did not have to give it out and I should have been listening at the beginning of the call.
Mr. * stated that he had over a page of notes and had documented that I refused help and would not accept a refund.
Mr. * stated that some of the people you can help but people like me you can never help.
Mr. * stated he laughed because I told him to shut up so I could talk.
Mr. * stated that he was great at his job and I was a terrible person.
Mr. * stated that his call would not be recorded.
Mr. * stated that he could say what ever he liked because at the end of our call he would not remember my name.
Mr. * hung up
I immediately called back the number that was listed on my caller ID. However, there was no answer. This call lasted over 30 minutes and unfortunately I was on my cell phone which cost additional minutes and even more dissatisfaction.
Since then I have spoken to two different representatives with KIWI including Director of Customer Service* assistance, *. All have been astounded of the actions of *.in fact, it was stated by the assistant, he is no longer employed with KIWI. I hate to see anyone lose their job but as an experience Administrator for the last 22 years I would have made the same choice. The front line is the most valuable part of an organization. Then if you gain the trust of a new customer you must hold on to that trust. An individual that takes a complaint and begins the conversation speaking of his/hers accomplishments is not the best candidate for that position. If I may, please allow me to suggest. Be silent, let the individual speak and get what has bothered them off their chest. Sarcasm and patronizing only adds fuel to the fire.
The refund amounts listed below are requested due to the above mentioned complaints. The carpet in my home continues to smell and prior to KIWI using chemicals an odor was not present.
The rug can not be returned to my home due to KIWI using chemicals that were not authorized. These chemicals cause an asthma reaction. AGAIN, No warnings were issued and there was no request from KIWI to use such chemicals.
It's unfortunate but my faith in KIWI is tarnished. Hopefully you will be able to resolve my complaint and to utilize the bad practices as an educational tool. Customers would become long term clients if you are up front with them from the beginning.
Since the events listed above, several attempts have been made to contact the Director. I spoke to the assistant, * and at her request I scheduled one final attempt to resolve this matter. Please see information below.
Date: Sat, 29 Oct 09:29: 19 -0700 (PDT)
From: View Contact Details Add Mobile Alert
Subject: RE: Attention * - COMPLAINT-
To: "Kiwi Customer Services"
This letter is to notify you of the PROMISED agreement from KIWI, once again was not fulfilled. Saturday, October 29Th the redo for cleaning the carpet and delivery of the rug was originally schedule between the hours of 8a - 10a. No one called on the 28Th to confirm s therefore I contacted KIWI to confirm. Speaking to the Representative it was stated the cleaning was scheduled between the hours of 10a and 12p. I informed her that this was not the schedule promised but it will suffice. I also confirmed that the rug would be delivered and she stated, "YES". Please feel free to verify this information as your message states the calls are being recorded.
I received another call from from Addison, * stating that the rug was not on the truck. Due to previous mishaps and continued mishaps I was very annoyed. I stated to speak to a supervisor and she stated she would contact a manager.
I then received a call from Addison, *informing me that the rug is scheduled for Tuesday delivery. This is the final straw. I requested to speak to a supervisor and it took 4TIMES before I was transferred. * came to the phone after several minutes explaining that the rug is at a sight that is to far away for the service man. She stated that to deliver the rug and to re-do the carpet it can only be set up during the 8A - 10a time. She also stated that the notes for this apt. Had a rug delivery.
Confirming once again another error from KIWI, I continue to be a dis-satisfied customer. I not quite sure that you have my rug any longer in your possession.
This apt. Was schedule as the last chance for KIWI before the refund that was promised since AUGUST is to be refunded. I feel I have waited more than an acceptable amount of time. Therefore, if restitution is not made with-in 10 days I will file with the courts and request three times the amount original promised. For the record as you can see on previous emails that amount to be refunded was $344.00. The amount request in small claims court will be $1032.00.
I have all emails, itemized phone records, receipts for the rugs and a copy of the check that was cashed by KIWI.in addition it is now 11:28 and the representative has not called nor arrived.
I expect a return call from you Monday, October 31.
Date: Sat, 29 Oct 10:26: 56 -0700 (PDT)
From: View Contact Details Add Mobile Alert
Subject: Fwd: RE: Attention * - COMPLAINT-
To: "Kiwi Customer Services"
This is being forwarded along with the complaint.
It is now 12:15P October, 29. The service man has not called nor has he arrived. I will be leaving and do not expect this to be listed as no one home to accept the re-do. The time stamped on this email will serve as a formal time of delivery...
I contacted *in Addison to inform her of the no show. While typing this letter she called and stated the reason for the delay is due to them picking up the rug. I informed her that someone should have notified me that our last conversation SHE stated the rug WOULD NOT be delivered today. She informed me that today will be the ONLY day to do the REDO for me to receive my refund. This is not the way to conduct business. You do not schedule on your on. The customer should be notified of ANY changes. I have waited the entire morning and have things to do. IF * would have contacted me after our conversation and NOT WAIT until I notified her that they did not show, I could have made arrangements.
Monday, I contacted the customer service department and requested to speak to the Director of Customer Service, *. The message I left was that I was filing theft charges and taking court action. That afternoon is the first and last time I have spoke to the Director. He stated that * informed him I refused service on Saturday and as you can see on my emails that was not the case. He agreed that there were several contradictions on KIWI behalf and he would draft a letter with-in TWO days to reach an agreement for a refund. That was on November 1.
I since then have attempted to reach him or his staff with no success. I am very dissatisfied and feel that I have no other to report KIWI to the BBB.
Please assist me in a resolution. As of this date my carpet is in worse condition than before KIWI attempted to service, PICTURES AVAILABLE ON REQUEST.in addition, KIWI states they are in possession of a rug that does not belong to them. RESTITUION is requested in the amount of $344.00. If this attempt fails, court action will be taken with restitution in the amount of $1032.00.
November 23
Spoke to * regarding BBB file. PLEASE NOTE this is the only time you receive a return call. * stated that the Director, his assistant and * will meet Monday, November 28 regarding my complaint. * stated that my complaint was justified and for me to please give her a chance before filing. I stated I would need an answer before noon and she replied, not a problem.
Monday, November 28
NO CALL FROM KIWI
Tuesday, November 29
Contacted *, not in. Requested to speak to the Director, not in. Spoke to his assistant, she stated she was not aware of the meeting on Monday. One more lie. She commented that there were meetings regarding complaints but did not recall my name. She commented that she would call me back with-in 45 minutes. That was 90minutes ago.
My intentions are to file with the courts.
Respectfully,
Kiwi Customer Services wrote
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