To say I am displeased would be an understatement. I made the first appointment of the day and was told there was a 2 hour window but the technician would arrive at 8am since it was the first appointment. ABRAHAM was the technician who arrived more than an hour after I expected him. This was the first disappointment, although one I could have lived with if everything else went well. Abraham was in a white van with no company logo (I thought this was odd). His shirt was wrinkled and looked like he picked it up from his floor and/or slept in it. His overall hygiene left much to be desired, as he smelled of stale cigarette smoke and his shoes were filthy (yet he is supposed to clean my carpets).
I went with this company for the $59 four room special (this is the bait). I showed Abraham the 4 rooms (for $59) and the 16 steps ($2 each) that I wanted steam cleaned. He said he would do a demo on my steps so I could see how it would turn out and then I could make a decision. He spent a few minutes on two steps and then showed me a quote more than triple what I was expected. (Here is the switch) He was trying to sell carpet shampooing ($49), carpet pre-conditioning ($69), and carpet sanitizer ($67)... All in addition to the $91 total steam cleaning I originally asked for. When I said I only wanted the steam cleaning, he tried again to sell me on the additional products. I explained that I've had companies only steam clean before and was satisfied and I only wanted the steam cleaning. Apparently that was not good enough because he had to call his manager to tell him/her that I did not want the additional services. I reiterated my points again and explained he could leave if he did not want to perform the service I requested. He filled out the form and asked me to sign in 3 spots (including the one that said the work was satisfactory). I said I would sign that 3rd spot at the end. He asked for payment and appeared agitated that I wanted to use a check. He was insistent on a credit card and I explained I've had issues in the past with my credit card number being stolen. He seemed confused why this would make me sensitive to giving him my credit card information, but he ultimately accepted my check. He said I could make it payable to ServiceMaster or Silver State Carpet Care (This too seemed odd.)
At 9:44am he began steam cleaning my carpets. 11 minutes later he came and told me he was finished! This is no exaggeration. I specifically checked the time when he started to ensure I wouldn't get ripped off for not purchasing the additional services. He asked me to sign the form agreeing I was satisfied, which I refused. I told him that I spent more time vacuuming my carpets in preparation for his visit than he spent cleaning my carpets. Considering I had 5 areas total, he spent approximately 2 minutes in each area! Words cannot describe my agitation with this poor quality of work. To make matters worse, he tried stating there were no guarantees of how clean the carpets would be since I did not purchase the recommended services. Well, had he actually performed the service I paid for instead of just saturating my carpets with water, then they would have been better. I wasn't expecting them to look perfect, but there is ABSOLUTELY NO WAY he can say he cleaned 4 rooms and 16 steps in 11 minutes. It's absurd.
I asked Abraham to call his manager because I wanted to speak with him/her. Abraham said I could call the number on the form (the form with no company name... It just says Carpet Cleaning Service), as the manager was in the office. I told Abraham to not even cash my check, as I was putting a stop payment on it with the bank because he did not perform the service I paid for. He again tried to point out how this was my fault for not having purchased the upgraded services. I had to tell him to leave my house. He had me so enraged that I cursed at him, telling him my Dyson vacuum cleaner does a better F'ing job. (My apologies. My words were not appropriate. I was wrong for cursing, but that shows how upset I was with this entire situation). I then called the number on the form and DID NOT get the manager as promised. I was advised the manager would call me on Monday. I spoke with Christine, she was very friendly; however, nothing could change the horrible experience I just had with Abraham.
As promised, I did put a stop payment on my check. I'm sure we can all agree that we don't get the best service from time to time; however, this was totally UNACCEPTABLE. Actually, I did not receive a service! I could have hosed down my carpets and received the same effect. Now, since I spent so much time clearing my rooms of furniture and vacuuming the carpets in preparation to be STEAM CLEANED, I will now have to go out and buy a carpet cleaner myself so that all of my efforts weren't a total waste of time. Although cleaning the carpets myself will consume more than the 11 minutes Abraham exerted, at least I know I will perform the actual work that is intended to be done.
As a Las Vegas resident, I try to support local business whenever I can. However, with experiences like this one, it's all too much a reminder of why I went with a large chain like Stanley Steemer last time. I purchased the steam cleaning, much like I did today, and I assure you they were in my house A LOT longer than this company and the results were far superior. Stanley Steemer is much more expensive, but apparently you get what you pay for. Or in this case, you DON'T get what you pay for. Since when is average service not even attainable? It seems to be the case more and more these days. What makes it worse, no one cares. And if they do, it doesn't matter because nothing changes.
I just read a post on here today that another customer wrote about Abraham recently. He did to her what he did to me today. Clearly the company hasn't counseled Abraham on his conduct, or maybe they just condone it as their business practice. If this is not the type of service they intend to provide and they have an employee continually failing to meet company standards whom they've counseled... Here is some free advice from an HR Director... It's time to separate the relationship with Abraham. Silver State Carpet just lost a customer because of Abraham. I only had part of my house (not) cleaned today. Had Abraham performed the job he was hired to do, I planned to make another appointment to clean my remaining rooms. Clearly I will not be making another appointment. Dissatisfied Customers = More Customers Refuse to Pay = Less Repeat Customers = Less Revenue. Sounds like a failing business plan if something doesn't change!
I took the time to provide this feedback so other customers do not have the same horrible experience. I hope Silver State Carpet reads this post and uses this feedback to make change in their service and organization.
0 comments