Beware of Kiwi Service. They do not know what customer service is! They only know how not to handle problems.
I had them "no show" on a warranty cleaning scheduled for April 14th between 1-3:00 pm. I was going crazy since my house was going to be put on the market the next day and I needed my carpets to look their best. When I called and spoke to Crystal, she said "It's only 3:03 and they are running late". I told her that someone could have called me to let me know this, but that I would still be at home for the rest of the evening and that the carpets must get cleaned since my house was going up for sale the next day.
7:00 pm that night, I called back and after telling person #1 my issue, I was transferred to Aubry and he said they were "running very behind" and could we reschedule. I said no problem. I would be at the house the next day and they could come as early as 8:00 am. He said this was not possible and at that point I asked for a refund.
I did this because my level of acceptance with Kiwi was done at this point. I had called in March to schedule the warranty cleaning, and I was given April 14th as the earliest day. While I knew this was cutting it close to the day the house was going on the market, I also figured it wouldn't give my kids enough time to dirty the carpets before the house was for sale.
When they "no showed" "no called" and "no cared", I had just had it. I had originally chosen to overlook the sub par performance from my initial dealings with Kiwi. Back in November 2005, I made my first mistake in calling Kiwi to come clean my carpets.
I had received many mailings and had seen the commercials and with a 1 year old running loose in the house, the appeal of having unlimited warranty cleanings seemed very appealing.
I informed the person I spoke to that overall, my carpets were very clean, but my family room had multiple juice, coffee and other misc stains and was in bad shape. I told the person on the phone that I wanted a "full quote" since I knew the reputation of other carpet cleaning companies. I was given a price and I agreed to it.
When the technician arrived (in his beat up looking car -that should have been a warning), he tried to vacuum, but he realized that his didn't work. Part of the deal is that on the first cleaning, they are supposed to vacuum. I let him borrow mine, no big deal I thought.
After he did the family room, I told him I could still see the juice and coffee stains. He told me that stain removal was extra. I was angry, but I agreed to pay him an additional amount to do the stain removal. I believe he sprayed some "solvent" from an unmarked spray bottle and wiped the stains with a white rag. I was also a little uncomfortable with the technician commenting on items in my house. I've never felt that way about any other service personnel who has been in my home.
Overall, the cleaning that day was adequate, but I was left with a bad taste due to the additional charges and the unprofessional technician.
Fast forward to March of this year when I called for the warranty cleaning. They no showed and I was so angry I drafted a letter to the president of the company, Angela Eideh, on April 17th. Just today, September 1st, I received their response saying that I had to give them a "2nd chance" as stated in their policy. I can't find this info any where on their paper work and I have attempted to call them and have been given the run around for the past 4 months. I no longer live in that house. My realtor ended up calling another company to come and clean the carpets after we moved in June.
Kiwi wants me to give them a "2nd chance". Yeah, I'm writing to the president again and I'm posting this message here. I'm serioulsy thinking about whether I should sue them. I've never ever felt that way about any company. Their blatant disregard for customer service is appalling.
I will make sure I tell everyone I know about Kiwi and what a HORRIBLE company it is!
Wake Forest, North Carolina