• Report: #1121740

Complaint Review: National Carpet Care

  • Submitted: Fri, February 07, 2014
  • Updated: Mon, May 12, 2014

  • Reported By: Carrie H — Altamonte Springs Florida
National Carpet Care
Altamonte Springs, Florida USA

National Carpet Care, Cindy, Sam, Clint V Bowling SCAM, Terrible Customer Service, Poor Quality Altamonte Springs Florida

*Author of original report: Security Deposit

*REBUTTAL Owner of company: The Facts are as follows

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I have never been this disappointed with a company before. I hired National Carpet Care to clean my carpet since I was moving. The tech, Sam, showed up with a machine that I could have rented from Publix. He charged by credit card before the service was provided and repeatedly told me that he cannot guarantee stain removal. He took an hour to clean 2 rooms, a stair case, and hallway. The carpet looked exactly as it did before he started. Dark stains were not a shade lighter. The tech kept emphasizing that urine does not come off of carpet and it was not possible to remove the stains. I was not pleased because I knew at that point that I would not get my security deposit back. However, I signed for the service because I was moving out and did not have the time to argue and  make a fuss. The next day I returned to the apartment with a $7 Oxy product from Target. I got on my hands and knees and scrubbed the stains for 2 hours. The stains were 80% lighter at this point. This is when I realized that this tech did not do his job.I paid extra for "corrective" treatment, yet the stains were untouched and the carpet was not visibly cleaner. The tech was also supposed to instruct us to turn on the AC and fans to properly ventilate the carpets. He did not. Now the place smells musky and we may be facing water damage.

I called the office the next day and complained about the service, exlpaining what I was able to accomplish on my own. Cindy was not sympathetic and kept repeating to me that stain removal is not guaranteed. Finally, once I threatened to dispute the charge with my credit card, she said she would send another tech over the next day. This tech arrived at the location and called me to say that he couldn't do anything because the power and water had been turned off (I am now being told by reputable carpet cleaners that they should have been able to plan and work around this). He said he could not re-clean the carpets but suggested I pay for an odor treatment. I asked if I could get this service for free since he was unable to assist me with the carpet cleaning. He said he could not because I turned down this service the first time. He went on to say that they are a business and could not give me a service for free. I don't see how I was getting anything for free.

At that point, I was a disgruntled customer, but the technician did not care. I asked him to have the office, AKA Cindy call me back. She did not. I called her and Asked her why she did not call me. She said it was because the tech told me everything I needed to know and there was nothing more to tell me. She told me she could not do anything for me and said if I wanted to, I could call the manager the next day. I am now hiring another carpet cleaning company to do the job this company should have provided in the first place. I am not only dissatisfied with the quality of work, but even more dissatisfied with the customer service. I don't know how these techs, office workers, and managers are able to sleep at night knowing they are hurting people. The company I hired to clean up the mess said that this is the 4th job this year they have been hired to perform because National Carpet Care did more harm than help. I will make it my job to blast this company for what they have done. They will not get my money because I am disputing the charge.


This report was posted on Ripoff Report on 02/07/2014 10:51 AM and is a permanent record located here: http://www.ripoffreport.com/r/National-Carpet-Care/Altamonte-Springs-Florida-32714/National-Carpet-Care-Cindy-Sam-Clint-V-Bowling-SCAM-Terrible-Customer-Service-Poor-Qu-1121740. 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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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
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#1 Author of original report

Security Deposit

AUTHOR: Carrie H - ()

Update: I hired another company to re-clean the carpets and received my security deposit in FULL. My Landlord was very displeased after National Carpet's "service," but was beyond pleased after I hired the 2nd company.

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#2 REBUTTAL Owner of company

The Facts are as follows

AUTHOR: Gen Mgr - ()

The first incorrect depiction of the actual circumstance is that you can rent industrial equipment from a grocery store. The contract reads as follows under "noted conditions" ..Urine Stains on carpet are permanent. The customer was moving, they seemed annoyed that they would have to address the issues existing in their rental. Using the proper enzyme treatment and pet odor remediation to address the extensive damage that existed was not an option that the customer was willing to pursue. The customer purchased and insisted upon a cleaning for "NORMAL'' conditions and usage. The carpets (as the customer themselves noted) were so soiled that they would not receive a return of the deposit, National Carpet noted that the service was inadequate for the circumstances existing in that home. The customer also mentions that they should have received "free" odor control even though a complete assesment of their carpets was done prior to service and all recommendations for the severe conditions were declined. National carpet care does not comment on other services delivered by other companies for the simple yet hard fact that we did not see the origional condition prior to service. Any company that would make comment or assesment of that kind will not pass scrutiny and their business practices are suspect.

 It is the goal and the mandate of this company to provide quality service at a fair price, standing behind our services with 30 years of quality and professional service to our valued customers. With the advent of the internet we see new challenges. This includes postings like this one, a customer who faults or lashes out against a legitimate business who has earned a good reputation and has been servicing homes since 1984. Anyone can use the word "Scam" whether they have the right to do so is a question of personal ethics. This is certain, demanding more service for "free" or face an unfair report is unethical.

 

 

 

 

 

 

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