Hughes Dry Professional Carpet Cleaning

"We apologize that we were not able to complete all the tasks and challenges that confront us. Many companies "try" to clean items knowing full well that their success rate is negligible. Since it is impossible to see every single job that we are faced with, we do the best we can to be fair and honest, try to gather as much information on the phone as possible, and give the technicians latitude to judge whether we can achieve a successful outcome or not. Incidentally, the technicians are NOT paid when they don't complete tasks. But we would rather error on the side of caution and not take a chance on ruining a furnishing and run the risk of an upset customer who expects the job done. To summarize what I think the feedback amounts to : 1. We turned down cleaning of rugs which the customer could not describe over the phone BUT we give the customer a solution and try to make it easier by folding up the rugs (extremely rare occurrence.) 2. We attempt to clean upholstery which are stained. Though the upholstery is clean and healthy but not stain free, we are chastised for not removing stains. 3. We are further chastised for charging so much which was discussed on the phone even after giving a cleaning for free for one on the furniture pieces. 4. We failed to tell the customer in advance that there never is a charge when we can't perform services. 5. There are over 150 combinations of fiber types when it comes to upholstery. It is virtually impossible to know for certain whether stains can come out. We do the very best we can with the the most advanced equipment in the industry to remove all stains. But the shear definition of a stain, it is a spot that is not removable through ordinary means. It is not a matter of lack of effort or knowledge since our technician has been with us for over 8 years! What may have looked like an "ordinary" stain because it was not wine may very well be permanent. A less than professional company would not have turned down the rug cleaning and ruined the rugs and not given the customer another source by which to get those rugs cleaned. A less than professional company would have charged full price and not sympathized with the customer and not discount the price. In summary, we feel we made the best decisions at the time and in no way feel that anyone was "scammed." There was no bait and switch, no price gouging, and there was total honesty at every step. To label this a "disastrous" experience I feel is a bit overboard."

"I am grateful for the opportunities and overall patience to finally rectify and satisfy the carpet spot concerns for Mr. Schnell. In the 20 years of carpet cleaning, it is so rare to come across a cleaning issue that takes more than two visits. We realize the inconvenience that any customer goes thru in order to set up and schedule these repeat visits; however we are determined to deliver on our services toward complete customer satisfaction. I am most appreciative of Mr. Schnell’s willingness to trust our expertise and deeply respect the fact that a change of heart toward us was made."

"Thank you for your thorough report. In the 19 years in business, we consistently see the results of "over the counter" products used inappropriately on the wrong kinds of stains and the damages that result. We like to offer an extremely safe alternative to all of clients. The spot kit we recommend are the exact same products we use in our cleaning. We know these facts: it's Green Sealed approved, so it's extremely safe; our product will never take out color to their carpets which even the over the counter types can and do; and that our products will never set a stain in making it impossible for professionals to get out. When we see the damaging results of these other products over the years on many types of carpets, we feel that we should pass this information along and provide a viable alternative. Thank you again for your kind feedback. It was a pleasure serving you!"

"We regret the delay in meeting our original appointment time. For the first time in 19 years, we were dealing with a hoarder whose home was so cluttered that our 3 hour job turned into 7. Despite the fact that we confirmed our appointment the day before, the years of hoarding made it impossible for us to even begin cleaning a room without an hour of clutter removal. Our frustration level was at a peak dealing with this! Our catch 22 was leave the current client to be on time to the Member's which was not an option or to be late. I want to thank the Member for his patience and kind words about the cleaning results. But customer service to one customer (staying on the job, responding to an expanding needs, etc.) can result in customer disservice to the following customer. Unfortunately, I had no other manpower to be in both places at once."