CHEM DRY OF CHAPEL HILL DURHAM

"Customer called me on a Thursday, requesting we clean her carpet the on Friday or Saturday. We're usually booked a day or two out. I had no one scheduled to work the weekend, so I did the job myself. Customer agreed to my approximate phone estimate price, based upon the amount of carpet I thought would be cleaned. When I arrived at her large house, which was still undergoing major interior renovations, the key wasn't in the lockbox like she said it would be. After calling the cleaning service that referred me and then calling the customer, we still couldn't find the key. Rather than leave, I decided to look around and found a key in the construction permit box. The customer called and claimed that we cleaned her carpet 3 weeks prior, and the stains returned; she actually said every stain returned (this implies she knew where every stain was located, even though she was still living out of state at the time when I cleaned and while the construction work was being performed). I advised her that 3 weeks is pushing our stain return policy. I looked up her invoice (11 Jun 11) while she was on the phone, and I actually cleaned her carpet 6 weeks prior to her phone call. I said 6 weeks is excessively long to perform guarantee work. I find it strange that someone who is so bothered by stains, which she made clear I didn't do a good job of removing, would wait 6 weeks to complain about stains that occurred 3 weeks prior. At no request of the customer, I provided a 10 percent discount from my phone estimate. At no additional cost to customer (normally at least a $24 fee), as noted on the invoice, I either removed or improved numerous colored stains (most carpet cleaners could not remove/improve such stains). I also removed numerous other soil-looking stains during the cleaning process. The soil-looking stains were not serious, and I am sure they didn't return. If there were stains that showed up after 3 weeks, then they had to be new stains, caused either by the customer or during the on-going construction process. As noted by the customer, she easily removed "a couple of mishaps" sometime during the move in, including an ink stain. This is testament to the efficacy of the Chem-Dry co-applied stainguard--it worked as advertised. I maintain the other stains that the customer claimed returned were, likewise, "mishaps." Due to the above scenario, and due to her comment, quote: "my husband is a lawyer" (she said this to me and used it when referring to the house cleaner), I will not return to this customer's house. Note: Customer wasn't charged "$4.00/sf" for the basic cleaning--customer was charged $0.28/sf."