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Report: #1406431

Complaint Review: Brimley's White Glove Chem-Dry - Mesa Arizona

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  • Reported By: Apachescout — Sun Lakes Arizona USA
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  • Brimley's White Glove Chem-Dry 320 So. Nina #17 Mesa, Arizona USA

Brimley's White Glove Chem-Dry After cleaning our sofa sectional 3 times, it was ruined by incompetent technicians. Mesa Arizona

*Author of original report: Brimely's Customer Service is now hitting rock bottom

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Prior to this cleaning, I contracted with Brimley's White Glove Chem-Dry to clean carpeting & furniture twice to our satisfaction. On 9/26/17 I contracted with them to clean our sectional sofa and our 9'x10' rug. unfortunately the prior technician was no longer worked for them. After the cleaning and later examining the sectional I denoted tremendous amounts of discoloration and staining in the bottom portion and streaking on several cushions. The stains & discoloration was not there prior to the cleaning, After complaining to the GM JoAnn Talbott, she would send out her #1 technician to take care of the issues.

The actual person that showed up had less than 3 years experience and brought a newbie trainee with him. I kept an eye on them and when the trainee was cleaning the cushions I denoted that he was applying a lot of pressure. After the cleaning they said they look great but check them out after they dry which would take 3-5 hours. It took over 2 days for the cushions to dry at which time I denoted a tear in one of the cushions plus there was still a lot of stains and discoloration. Again I complained to the GM only to be assured that this time her trainer/expert would be sent out to take care of the issues.

Upon arriving  and after examining the sectional, the expert informed me that the stains on the lower section must have been caused by my wife's calves or our pet Schnauzer. My wife's calves?? Our pet is never allowd on the sofa, groom weekly and has her own two separate doggys beds to sleep in. He then insisted that it was the lighting that made the sectional appear stained. After it was cleaned and dried I examine it again only to find stains and discoloration throughout. I sent an email to the GM & complained & she requested pictures which I thn forwarded to her; She replied: It is clean and cleaned propery and offer to refund the cleaning price because of the inconveniece to two additional appointments and repair our torned cushion. 

The following morning (Saturday 10/14/17) we moved part of the sectonal outside so we could shoot some pictures in the bright sun. Lots of stains & discoloration!!  wqe then  took part of the sectional and some cushions to 'Customers Own Fabric" where we had some other items upholstered previously. We met with the owner JR Ordinez, who has been upholstering furniture for over 40 years. He indicated that the fabric in the lower part felt crusty which indicated a problem. Without knowing the exact cleaning process and chemicals used, he indicated that it was either cleaned with water that it was too hot or the chemicals weren't properly mixed which resulted in either burning and/or staining the fabric.

Bottom-line: The sofa cost $4600 from Pottery Barn and is ruined and they won't take responsibility for their incomptence. I'm pursuing this company for reimbursement of the cost of the sofa as well as for the cleaning charges. I wouldn't recomend this company to clean even a dog house let alone anyone's fine furniture or carpets.

This report was posted on Ripoff Report on 10/15/2017 02:44 PM and is a permanent record located here: https://www.ripoffreport.com/reports/brimleys-white-glove-chem-dry/mesa-arizona-85281/brimleys-white-glove-chem-dry-after-cleaning-our-sofa-sectional-3-times-it-was-ruined-b-1406431. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Brimely's Customer Service is now hitting rock bottom

AUTHOR: George - (United States)

POSTED: Monday, November 06, 2017

Since filing my initial review on Brimley's White Glove Chem-Dry in Mesa, several things things have changed which I wanted to clarify. In the past couple of weeks I have received feedback from three professionals regarding the condition of our sofa-sectional & they have all been unaimous in thier opinion. After inspecting the sofa, an independant insurance adjuster (approved by most insurance companies) provided me a written statement indicating the sectional was ruined beyond repair because of improper cleaning and/or improper chemical balance. After reveiwing detailed pictures, I received a verbal confirmation form a senoir customer service representative with Willams Sonoma (owner of Pottery Barn where we purchased the sofa) indicating the same conclusion. I also had Mr. JR Ordonez, owner of Customers Own Fabric, an upholstering store, fiscally inspect the sofa. He too indicated the same.

Mr. Court, owner of Brimleys indicated that I refuse to allow them to clean the sofa a 4th time and he's right, After cleaning it twice, they sent out their expert techinican for a third cleaning. Cleaning the sofa a 4th time is a waste of time especially when the sofa was ruined beyond repair by their first technican.

I requested the owner to file an insurance claim only to be told he would, only if I remove all negative reviews first. Then he told me he did but couldn't remeber when he did it.  As of today I haven't heard from their adjuster.

According to the Pottery Barn the cost to replace our ruined sofa-sectional is approximately $5200 and Brimley's offer to reimburse me $160 for the cleaning is an insult to my intelligence. Throughout this horrific process, their employees have been offemsive, unporfessioanl and have exibited an extreme lack of follow-up. I've come to the conclusion that an insurance claim was never filed and I believe Mr. Court felt his dishonest rebuttals to other social media outlets would be sufficient in insuring doing business with potential customers.

Ironically, I have contracted with them twice before with great success. Oviously their professionalism and integrety no longer exist. I would not recommend this company to anyone to do any type of work in your home.

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