Public Mediation

My Claim vs. All Green Carpet Cleaning Dispute

K. M. vs. All Green Carpet Cleaning / Alexandria Carpet Cleaning Pros
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 5114423
    • Amount Involved: 449.00
    • Filed On: May 22, 2014
    • Posted On: Jun 02, 2014
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (7) - View
Claimant says:
"I looked online for a local Carpet Cleaning Service. I was impressed with a company called All Green Carpet Cleaning because of their attractive website. I called and spoke with Allie. She told me that it would be $29.00 per room to clean and nothing else. (This totals $ 116.00) I made the appointment, scheduling it for Friday May 16, 2014. I took the day off to meet their technician. On Friday the 16th at 11:00 AM about an hour before their slated arrival I received a phone call from a man named Owen ( I noticed it was a Texas number) He was calling to confirm the time of the technician's arrival. He also asked what I was quoted on the phone for the carpet cleaning. I told him 29.00 / per room and he said that if I had any spots that needed treating it would be $149. rather than the $116. About 12:00 PM a technician arrived, but he was wearing a shirt that said "Duct City" and the same was identified on the van he drove. I answered the door and he asked if I had made an appointment. Or at least that's what I thought he said. His English was not very good. I told him that I scheduled a carpet cleaning not a air duct work cleaning. He said that they also cleaned carpeting. I felt uncomfortable, that the driver nor the van were identified as All Green Carpet Cleaning. But I had taken the day off for this appointment and let him get to work. I showed him the rooms that I wanted cleaned and spotted areas. He said "no problem!" He also kept saying how beautiful my house was and asked if I lived here with just my wife. He walked outside multiple times to check his equipment and never took his shoes off as he walked across the wet carpeting. He also never placed pads under the furniture legs as he moved them into the wet areas. When he got to the living room, I asked him where his All Green Carpet Cleaning truck was, and he did not understand what I was asking. He said that this was his last job for the day and that my carpeting would be beautiful when it was dry. he said he had been cleaning carpeting for 8 years and that's how long he had been in the US. They told me that it would take 2 hours to dry and it took over 6. The carpeting looked worse than when he arrived, but I presumed it was because it was wet. He was done with three rooms and a small hallway in less than 45 minutes. He wrote the invoice and I gave him a check for $ 149. The invoice said Duct City on it and nowhere on the list of services did it say Carpet Cleaning. He checked under the Air System Treatment: Sanitize, Anti Bacteria, Mildew Eliminator, Deodorize and Oder Control. Owen's phone number was written on the receipt too. By mid afternoon the of following day, I realized that the carpeting had dried looking more dirty than it was prior to the cleaning. The tech had told me that they were closed on the weekends, so I called All Green Carpet Cleaning first thing Monday AM ( May 19, 2014) Allie, answered again and I explained that I was not very happy. I asked why the technician came in a truck other than a All Green Carpet Cleaning Truck. She told me that their truck had broken down. I voiced my concerns and she said that she could not help me. I told her that I wanted to speak to her boss, whom she said was the manager. Her name was Nadia, and that I would need to call back to speak with her. When I called later, Nadia answered and was not very helpful or even agreeable. I challenged their "wonderful" claims listed on their website and she said "I did not create the website." She told me that she "was not present at the time of the cleaning so she could not help me." She did say that Allie should have never told me that their truck had broken down. She also said that I only asked for steam cleaning which does not clean the carpet, but only removes the dust. I needed to get the Carpet Shampooing which of course was never offered to me over the phone and of course it's more expensive. She kind of apologized and said that she would have her boss; Tom call me. That was four days ago and Tom has not called. Their website states that they are "The best in the Business" with "professional and highly skilled technicians" I have called everyday since Monday to discuss this and Tom is never available to talk. On Wednesday, when I did speak to Nadia again, I asked what their physical address was in Alexandria and she said that they had multiple addresses. I asked her for thier zip code, and she would not give it to me, but finally said that they are an " answering service and not a carpet cleaning company." I asked her to give me Tom's number so I could call him to discuss the matter. She could not give me his number. So I asked to have Tom's boss call me and she said that the owner was out of town and she would give him the message to call when he returned this week and Yesterday when I called, they put me on hold for over 35 minutes. I have decided to file this complaint because of the false advertising and misrepresenting themselves. I see that they also have a website listed for Washington, DC carpet cleaning. I don't want others to experience what I have and would like to have this resolved by having a clean carpet. I feel that I was ripped off of my vacation day as well as my $ 149.00 at this point it's less about the money and more about the principle of the matter!"
...
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Remove false or malicious web content, business reviews, etc.: State on website that you are a broker of these services. State how cutomer service isseus and complaints will be resolved. Change the website to reflect actually what you do rather than the perception there of. Add contact info more than phone numbers, street address and an area for xcustomers to write their reviews in person. Jun 30, 2014 N/A
2. Complete project: Clean my carpet so that it looks cleaner than before you came originally. Jun 30, 2014 N/A
Cash
1. Refund: Steam Carpet Cleaning Jun 30, 2014 $149.00
2. Pay me for my time: VAcation Day / Missed work Jun 30, 2014 $300.00
3. Other – Copy claim to regulators Jun 30, 2014 $14.99
4. Other – Pay for claim posting cost Jun 30, 2014 $7.99
Just make me happy!
Claimant invites All Green Carpet Cleaning / Alexandria Carpet Cleaning Pros to make a fair offer to resolve this complaint.
Cash total : $471.98
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from All Green Carpet Cleaning / Alexandria Carpet Cleaning Pros. This claim will remain posted until resolved
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