Report: #1004730

Complaint Review:

  • Submitted: Mon, January 28, 2013
  • Updated: Tue, January 29, 2013
  • Reported By: Lancy — Raleigh North Carolina United States of America
    1251 NW Maynard Rd #113
    Cary, North Carolina
    United States of America A scamer and purposed to take credit card info and left Cary, North Carolina

*REBUTTAL Owner of company: Set The Record Straight-The Truth

Show customers why they should trust your business over your competitors...

I purchased Hardwood Floor Cleaning and Polishing via twongo website. When attempting to schedule service , the owner of business was very rude and short tempered. He refused to answer any of my questions and just kept telling me to refer to the website and even yelled at me when he said "I told you many times to look at the website". I took one day off from my job and cleared alll areas in the morning on 1/28 per his request, he arrived my house wearing his business suit, and small Van, I was wondering why no worker come with him, he checked my area and asked me to pay more for the whole floor, I paid credit card and he charged me $126 extra and then only two min later , he told me , he can not do the job because the floor has been polished before, I didn't realized what he is talking about, he already left my house and said he he waste his time come to my hourse and left.

This business need be investigate , because he is acting like a scamer and purposed not to work and took credit card info and left
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#1 REBUTTAL Owner of company

Set The Record Straight-The Truth

AUTHOR: Oxy Green Raleigh - (United States of America)

I am the owner of this business. I am the person who went on this appointment. This appointment was booked about 2 weeks ago by me. 

When this appointment was booked this customer was quite resistant to my instructions on the preparation needed and said she could handle it.

In addition to her initial resistance, we had a severe language barrier that added to our lack of
communication as this customer was not a native English speaking person.

I personally book all of our appointments and I do all the work. This is how we maintain our consistency and quality.

I also call to re-prep and confirm all of our appointments the night before every job and make sure every customer is ready and didn't forget about us.

We do this because we work by exact appointment times and provide our customers definite appointment times. When the customer is prepared it helps everybody. 

Two nights ago, the night prior to her appointment I called this customer to confirm and prep her. Since we had a language barrier and she once again kept insisting she was ready, this troubled me.

I advised her, as I do with all of our customers to please read our "Hardwood Info" page on our website.

Simple, one page explains it all and since I wrote this website, I know it covers just about anything that can happen or will happen during preparation.

When I showed up the customer had not pre-vacuumed properly as instructed. No biggie, her husband who was quite calm, offered to do a better job, I said no need, Im here I will
be doing it anyway, dont worry about I will do it.

The customer and I did a walk through to look at the job, I used a very precise measuring device to
measure the customers job and this particular customer was way over her allotted square footage she had pre-purchased through a vendor for $54.

I went over this with this customer, clearly explaining every detail and providing her in writing, exact measurements.

I informed her that the total would be $136; she was not happy and felt she did not get a good value and was actually mad at me because she did not read or understand what she had purchased.

At this point and based on my experience of over 3500 jobs, I offered to get her a refund from the vendor she purchased the deal from and just take a loss on my travel 45 minutes, gas $15, job revenue $136 and revenue lost from vendor $27.

She said. No, do the job.

I said OK, thats fine, we except checks as payment. She said, I dont have no check, I dont use no checks She offered to give me a credit card as payment. She did.

As always we are quite careful with our customers information and the card number is only recorded on our one back copy of our multi-part invoice.

As I was pre-vacuuming I noticed a lot of residue on her floor from what looked like some type of over the counter, do it yourself floor polish. I have seen this many, many times and know exactly what it looks like.

On our website it clearly says in 2 or 3 different places that the use of this polish needs to be
mentioned prior to booking a job as we need to assess the situation and may reject the job.

I stopped vacuuming, started to pack up my vacuum because I knew I could not do the job and I also knew based on her behavior this customer was going to freak out on me and I needed
to make a fast exit.

I called the customer down from upstairs and asked her if she has used any type of floor polish on her floor. Both her and her husband came down and said, yes.

I asked if they had the bottle so I could confirm the source of residue and her very calm husband opened the cabinets under the sink and sure enough they had two used bottles of a product known the leave heavy residue.

I informed the customer that I could not polish over her polish and that this fact is clearly stated on our website and if she had listened to my instructions in the first place, this could have been avoided.

I then said I am sorry, we both lose, you dont get your floors done and I have no job plus I drove all the way here from Cary for nothing.

At this point, the customer totally loses it and started screaming at me again. I had had enough, she had been yelling at me since we first booked the job and I had had it. I never had a
customer act so irrationally in all my years of providing services to home owners and have never been more verbally abused.

I literally had to run for my truck with her in hot pursuit screaming at me and my vacuum in one hand.

I drove away.

Our appointment was 9:30 AM, by 10:00 AM I had already called the vendor the customer had purchased the voucher from and requested a refund for the customer, which I did not have to
do. It was granted with zero issue.

I also ripped up my copy of the invoice destroying the credit card information and customer information and drove off to me next job, a nice, normal customer.

Just when I thought this nightmare was over, I got an email from a lady from the vendor the customer bought the voucher from and she said the lady kept calling them and freaking
out saying I charged her $136. I could not believe how insane this lady was.

Just 90 minutes before, at her door, I told the customer there was no charge because we were not doing her job and I would get her a refund.

At this point I just wanted my life back. I called the customer and told her that I have not charged her anything, will not be charging her anything and if you didn't run me off, I would have given her both copies of the invoice.

I apologized for not being able to do the job, reaffirmed that we both lost out and she once again started with her verbal abuse even more aggressively. I had it, I hung up.

Now this morning I awake to this report and have to waste an hour writing this rebuttal letter and this lady is not even a customer and never paid us one thin dime. 
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