My basement flooded on Thursday, April 20th and we had over 18 inches of water. We pumped the water out ourselves, and on Friday April 21st I called and spoke to the manager, Chris Cala, who quoted me a price of $810 for the services requested, and promised they could do the job the same day. As the only company who could get to us the same day, I chose to use SuperClean - even though their price was higher than quotes I received from larger competitors. For the fact that the service was provided same day, and the workers who did the job were efficient and very nice through the 90 minute job (I have a small 450 sq foot unfinished basement), I was very grateful and happy with the service. The employee Mike advised that someone would contact me Monday, April 24th to discuss picking up the equipment. Unfortunately, one of the two floor fans which I paid for was dead the next morning when we woke up, to what sounded like a blown motor. I called the General Manager Chris at 10:35 AM on Saturday, April 22 to advise of the broken fan and asked for a replacement. I was advised that the company was very busy dealing with flood calls all around town and he would call me when he could get a new fan out to us. I never heard from anyone. In the meantime, I took the working fan and dehumidifier and through the weekend, moved them around the basement to ensure all moisture was removed. On Monday, April 24th my basement had been dry over 24 hours and there was no moisture anywhere. At 2:15 PM, I called and spoke to Chris again to inquire when the equipment would be picked up, and to request a refund for a portion of my purchase. I was invoiced for 2 fans and 1 dehumidifier, and that since I only had 1 working fan for Saturday, Sunday and Monday, I requested an itemized breakdown of the cost per day so that I can have that amount refunded for those three days. He advised me they do not provide itemized statements, it is a flat price, but he will be unable to provide a refund. Instead, he advised that he already cut me a discount on the price because I was not going through insurance and if it were an insurance job, the price the insurance company would have paid them would have been $1500+. I again attempted to explain that regardless if he charged me a discounted price, my agreement with the company was 2 fans and 1 dehumidifier and with one of those not functioning, it is unfair for me to pay the price for 2 fans. After a 10 minute conversation, Chris still refused to provide me a refund, and also refused to provide me the itemized breakdown of what my $810 paid for over the three days. Chris did offer to clean one of my carpeted bedrooms to make up for the fan, which I declined because we do not need carpets cleaned. Chris ended this conversation advising that because they were so busy, they were unable to come pick up the equipment that day, Monday, and that I should just let the equipment that is working run for another day to make up for the fan that was down. I advised Chris I did not need the equipment on longer because my basement was completely dry and cleaned. He advised that someone will contact me when they can pick up the equipment. Chris was in contact with me after this through text message - and the interactions we had was unprofessional. Still unhappy that he refused to work with me on a refund for the fan that was paid for that did not work, I requested the contact information and name for the Owner of the company. Chris advised that he was the owner and General Manager. I requested to speak to Kevin McFall whose name is on my receipt as the owner of the company. I was told he is a co-owner who is not involved with the daily business. See notes below on the interaction that occurred through this texting conversation: 1) Rude and unprofessional communication. 2) Accusing the customer for breaking the fan but that he didn’t ask any questions as to what actually happened to the fan as a courtesy. 3) Comparing my purchase and business interaction to going to a buffet when they run out of a menu item. 4) Claiming that because they were too busy to pick up their equipment that remained at my house for 2 days longer than originally discussed (the equipment was not running for those 2 days as I turned them off Monday evening at the original agreed upon pickup time), that he did that as a courtesy to make us even. As of 1:30PM on Wednesday, April 26, the equipment was picked up by an employee of SuperClean. I showed this employee the broken fan, let him know it sounded like a blown motor and made sure he knew that I advised the Owner/Manager of this fan being broken on Saturday morning. His response to me was that the fans get used a lot, so he is not surprised if the motor did blow. As far as the employees of SuperClean - I was very pleased with them and the work they performed at my home. With that being said – the ownership and management of this company is severely lacking on how to run a business and have to handle customers appropriately. I will never use, nor recommend this organization to anyone for anything with the way I am being treated.