• Report: #955004

Complaint Review: Fullhouse Carpet Cleaning

  • Submitted: Sun, October 14, 2012
  • Updated: Sun, October 14, 2012

  • Reported By: EthanM — Denver Colorado United States of America
Fullhouse Carpet Cleaning
7142 Xavier Way, Westminster, Colorado United States of America

Fullhouse Carpet Cleaning Robert C. Bender Bait and Switch incomplete work Westminster, Colorado

*REBUTTAL Owner of company: False Report from EthanM

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I had called the above company to come for a quote.  I spoke to the "owner" (said he was, I have no reason to believe or disbelieve him) he said he would come out within a time frame for a quote. He was really rude on the phone, was not at all helpful, and was very hard to understand.  I figured, he was a local business so I would still try to support them.  I also figured as it was a "blue collar" business that great customer service was not always a part of the job. If he and his company could do the job well, they great.  I did not always need a "smile" with it.  Just a good job done!

So I took the day off of work to wait for him to come. I sat in my house all day waiting for his window of time arrival and for him to come.  He never came.  I called his office line, got a voice mail.  Two hours after he was due to come to my house, he showed up.  He was not at all "sorry" for being late, he was not at all in any apologizing.  I tried to talk to him about the tardiness and how it effected my day, he did not offer anything more than a basic (paraphrase) "things come up" response.  When I said "you could have called to let me know" he said (and quote) "oh yeah"

So, he came into my home, never offered to take his shoes off, never tried to wipe his feet.  Nothing. He walked through quickly and started just telling us what I would need to do immediately for him to do the job. Not in a pleasant manner, not in a way that was at all professional.  He just assumed he had the job.  It was moving basic furniture, etc.  I get that it had to be done, but the "service with a smile" was definitely missing.   He made his quote and said (quote) "Well, its up to you" I asked if there was a special rate, a time line the length of the quote was good for, etc.  He said (quote) "look this is the quote, take it or don't" 

I asked if he was licensed, insured and bonded, etc.  He said (quote) "the state does not require anything special so why would I?"

I got quotes from a few other companies and there is no doubt his was the lowest. But his service was not that great.  I figured it was letting him in my house for a couple of hours to do a chore that I did not have to do myself, the machine would be loud so I would not have to talk to him. So just let him do it. 

The problem, you get what you pay for. 

He showed up for the work, more than three hours late past his window.  I again tried to call his line. Got a voice mail.  We had moved everything exactly as he had said.  He walks in and again has no apology for being late and says nothing about it. 

We had moved everything - to the letter - as he had said.  He now starts adding "fees" for things not moved.  We pointed out what was on his list, he said it was "obvious" it was more and we should have considered that.  I had told him we had asked him when we hired him how exact the list needed to be his response (then) was (quote) "well, if its not on the list why worry about it?" clearly there is no reason to worry as he will just add it to his charges!

Now he is in my house he has his equipment there, he starts pointing out all kinds of other "up sales" and "additional" items.  How he did not initially "take into account" the specific fabrics of the carpet, the age of it (the house is less than 5 years old, he tried saying the carpet and house were more than 15) and all kinds of things.  He was wanting to charge for his equipment to be brought into the house to do the job! At every turn he was adding a fee!

I had finally said "where is MY fee for you being late, TWO TIMES?" he said (quote) "do you want the work done or not?"

He did the work, after all the house was ready, there was no way to replace him then, I had already taken all of this time off work.  He left, he gave no real instructions or anything else. The carpet was wet for easily six hours after he left.  We could not let the young kids play on the floor or anything! Even with their blankets down!

Two days later every spot he had "removed" reappeared.  I had called him and he said it was my fault for my kids being on the carpet! I told him it was the OLD spots, not new ones.  He said (quote) "hardly" 

In the end of it I had to call another company who said it was clear that he had used a "pre spotter" of some kind to just "cover up" the spots for the short term and not clean them. The new company said people like him do this all the time to get your money and look like they do the work and then do nothing. 

HORRIBLY rude, VERY unprofessional, and did not actually do the work! I called him for a refund, based on the written notes of the other company, he refused. PLEASE do not use someone like this!!

This report was posted on Ripoff Report on 10/14/2012 11:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Fullhouse-Carpet-Cleaning/Westminster-Colorado-80030/Fullhouse-Carpet-Cleaning-Robert-C-Bender-Bait-and-Switch-incomplete-work-Westminster-Co-955004. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

False Report from EthanM

AUTHOR: Robert - (USA)


The report submitted from EthanM is a fake, for the following reasons.

1.  A paying client would never know my middle initial, which indicates that it is was written by someone with a personal grudge.

2.  I NEVER provide a window of time.  I make scheduled appointments and if I am running late, I always call the client.  

3.  I NEVER schedule an estimate.  I am able to give an accurate estimate over the phone, and then I stand by that estimate.  My estimate only changes if the amount of work changes and is requested by the client.

4.  I NEVER upsale or have hidden fees.

5.  And I am NEVER rude over the phone.  

6. I am licensed through the IICRC and carry $1M liability insurance policy.

My customers satisfaction is the important to me and I have never received a negative review.  You can check my reviews on HomeAdvisor.



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