SPECIAL TOUCH CARPET CLEANERS

Well what a disappointment. I spent a lot of time getting ready for this cleaning, making sure to move everything and wanted all the corners of the room done. The guy came in and sprayed some solution on the traffic areas and then used some type of brush thing over it. I expected the carpet to be steamed cleaned, which is was not. The corners of the rooms aren’t even touched and the walkway into the entrance into the dining room is totally dry, so not touched at all. I have cats so definitely wanted the corners of the rooms cleaned as they have done some damage there. Fortunately I have cleaned it very well, but still. Wanted it done professionally, which this was not. It was cheap, but not worth the money. I was never told they offer 2 types of cleaning and I guess she quoted me the cheaper ones. I would have paid more for a better job for sure.

I had Mark from Special Touch Carpet cleaners at my home on 12-28-2019 to clean 4 areas. When I called on 12-16-19 and made the appointment I set up for my family room, stairs up to the 2nd floor, the upstairs bridge area and the master bedroom to be cleaned. I specifically stated that my family room was going to free of all furniture as it was the room that has the most traffic. When I was called by my friend Jimmy and told Mark was going to be early I told him what was going to be cleaned and to move the TV from the family room. I was back at my home in less than 20 minutes after speaking with Jimmy. Mark the guy cleaning the carpet was on the upstairs bridge as I walked in. As I walked over the family room carpet and then up the stairs the carpet was very wet. I asked my friends how much he had been done and they said he had done the family room the stairs. He was doing the bridge when I told him we had some furniture to move and he said it was ok to walk on the wet carpet. He started on the master bedroom and we started to move a bed. I was Looking over the railing down at my family room carpet an asked Mark if he was hitting the family room since he a apparently sprayed it with some form of cleaner. He stated that he had already done the family room. I said to Mark how was the family room carpet cleaned if it looks like it’s never been touched. All the while I had 4 other people in my home at the time moving furniture between bedrooms listening to us. He started off saying he has been doing carpets for 20 years and it will never be cleaner than what I was looking at. I was in disbelief of what I was hearing and I was not at all happy what he was saying and the attitude he was giving off. He said with what I took as a disrespectful tone “I will take off $20 bucks” I paid him just to get him out of my house with all intentions of calling Monday morning to dispute the charges for this non cleaning. The machine he brought in did nothing more than swirl around some cleaning spray he put down and cleaned nothing as the pictures I have included will show. I had a friend bring his wife over the very next morning with a home Bissel carpet cleaner and run a line up the carpet Mark said was as clean as it would ever get. (View Pictures below). I called on December 30 at 9:55am and spoke with a Diana and explained the situation and she stated she could not do anything and the office manager was not coming back until next week. I waited over a week for a call back that never came. So I called back on 1-8-2020 at 10:16 am and left a message for the office manager. 1-8-2020 at 12:18 pm the office manager Diane called back. I stated to her what had happened and that I had witnesses and pictures to verify what had gone on. She was relentless in defending Mark and went as far as stating the pictures I had were not of the same room. That was the end of trying to reason with her as it was apparent that she is not going to own up to their failure to clean my carpets as one would expect. My dispute is for a service that was not provided in any way shape or form. I hired M&M carpet cleaning on 12-31-19 who provided what carpet cleaning is supposed to be. Clean looking carpets as the pictures will show as he cleans the family room floor. I had him do everything Mark did as I knew none of what he did was clean. To think that I was told by Mark that my carpets were as clean as they were ever going to be is despicable. I am not gullible enough to think I am the only person he is telling these lies to. Pictures attached below. If you want clean carpets do not call this company.

unknown

unknown

unknown

unknown

unknown

unknown

Only one person arrived and he didn't move all of my furniture that I wanted to be moved. My couch was moved but he said my coffee table was too heavy to be moved. He were cleaned adequately, there was some areas that he could not remove the stains.

unknown

They did a really good job and got most of it. They did a bedroom, a hallway, a living room and a bathroom. Our hallway is 47 ft. long. The price and everything was fantastic. Our living room is like two living rooms. So they really did a great job. I was going to get a steam cleaning and he told me that with the stains and stuff they would do the dry cleaning instead, so it wouldn't come back up. He really paid attention to the carpets and what it needed and not just make it worse. It took him a little while to get here.

They quoted me a good price. They arrived on time. He introduced himself, and he looked very professional. They came right in and got the job done quickly. It was very well done.  He is very friendly. They are the only ones in town that I will call.

unknown

unknown

This particular home was one of my rental homes and I told the woman on the phone that the gas was not turned on so I was in need of them to bring a truck which would allow them to steam clean the carpets with hot water. The woman stated she would note that on the order which she did.  When the technician arrived he stated he knew there would be an issue because Special Touch does not own this type of truck.  I called the office to question why there was confusion.    The woman that answered this day was not the same person who took my order, this woman stated she was the office manager.  I attempted to discuss with her the situation and she stated that I was lying and no one there would tell me that they could supply hot water.  I said this is not true, look at the work order, it states to bring hot water.  Again she called me a liar.  I asked to speak to the owner.  She said I was not allowed.  Really!  I was not looking for anything free just an explanation and maybe we are sorry for the confusion.  I have used Special Touch several times in the past and was always satisfied, I have even referred them to others.  Now because of this rude, unprofessional "office manager" I will take my business elsewhere. It seems obvious to me that the owner must feel this is an acceptable professional way of doing business since my comments concerning the office manager are not unique.

They were very responsive when scheduling my appointment, and very good when I had to change the appointment.  The Cleaner called before hand, and arrived when he said he would.  They chose to use a Dry Cleaning Method rather than Deep Steam Extraction.  I don't think that was the best choice as my carpet was filthy.  I had pet stains, lots of dirt, and areas where the dirt accumulated due to cold air return ducts.    I did not inspect his work that day because I did not want to walk on the carpet while it was damp with my dirty shoes and feet.  However, I could see the work he was doing in the Master Closet and had to ask him to go over a certain area because it was not clean when he said he was done.  That should have been a clue for me to go look elsewhere and I wish I had.  The next day, I came back to look and was terribly disappointed.   The carpet was fluffed up very nicely, but there were many areas that were not clean.  I know my Bissel would have done a better job.  But because I was moving, I did not have the time, nor the energy to do the full condo.    Places where I pointed out before he began, and was assured they would come clean, were not clean.  Even areas that were not that bad did not look much cleaner to me.  The dry cleaning method may work well for lightly soiled carpet, but I think it did a horrible job on mine.  I did not have time to call them back because I had to do my walk through with my landlord the day after they were there.  If I would have had the time, I would have called and insisted they come out and redo it or perhaps request a partial refund.  I believe if the cleaner had concentrated on certain areas, it may have turned out better.  But he was in and out of my place in a little over an hour.
Overall, the scheduling, punctuality, pricing and punctuality were great.  However, I think the cleaning was truly terrible and not worth the money I spent.  I was disappointed because they came highly recommended on Angie's List and from two other people I know.  Unfortunately, due to my experience, I do not feel I can recommend them.

I got exactly what I paid for.  I responded to an ad/coupon from the Parma Heights Town Money Saver.  All went well.  The person who came out to do the job was very nice and very professional.  He explained everything he was doing.

The technician was on time. He recommended the crystal dry method so the carpets would dry quickly. What I found out is that this entails spraying the carpet with the cleaner and going over it wih a scrub brush machine. It must be an amazing machine because it only took him 10 minutes to clean the upstairs carpets and about 15 minutes to do the carpets in the living room and about 10 minutes to clean the stairs (which they charged another $30 to do). The issue is that I did not see how the machine actually pulled the dirt out of the carpet as the machine was just a rotating brush. But the carpet cleaning was not my main issue. I did pay $55.00 to get the couch cleaned, $90 for two love seats, and another $15 for the ottoman, oh, and there was an additional $40 to include a deodorizer n the cleaning solution. So you would think for that much money that the furniture would be steam cleaned to pull any dirt out of the fabric, but here is the process that was followed. The technician sprayed the furniture with the same solution that he used to clean the carpets and the wiped the down with a washcloth. That's it. Not sure how that cleans the furniture, sure it might make them smell good for a little while, but I could do the same thing with febreeze and a rag. If I knew this was the process I would not have had the furniture done. It took him less than 5 minutes to "clean" each piece of furniture. I asked the technician how long he had been working for special touch and he said 15 years, so it's not like it was a new person on the job. So $346.81 for an hour of work. I would not recommend this company to anyone I know based on my experience. If you do use them make sure you get steam cleaning done if you want the dirt pulled out of the materials being cleaned.I should have taken my money, bought or rented my own machine, and did it myself.

The representative who scheduled the appointment was knowledgeable and answered all of my questions. They were able to schedule an appointment within a few days and arrived promptly. I had four years of pet stains on my carpets (which were only four years old), and they were able to remove nearly all of the stains. The results were far better than when I tried to do this myself with my Bissell carpet cleaner. My carpets looked nearly new when the technician was complete. My only question is why did I wait so long to hire somone to do this?!

Fine But preferred to have steam cleaning instead of dry cleaing

I managed to knock over a half glass of milk onto the living room carpet last night.  I tried to clean it up as best as I could, but no matter what I did, it just seemed to soak in further.  After seeing numerous online postings of nasty sour milk odor horror stories, I decided to get the carpet professionally cleaned - it had been a year since the last cleaning so it was time for it anyway.  I also decided while I was at it to get the sofa and recliner cleaned.  I checked Angie's List as always and decided this time to go with Special Touch Carpet Cleaners.  Last year I'd used another company and truthfully I couldn't really see much difference after the carpet was cleaned, so this time I wanted to try someone else.  I contacted Special Touch, and they were able to send someone out the very next morning between 9 - 11 AM.  I got a call at 10 AM this morning from Eric W. to let me know he was on his way.  He arrived a half hour later, well within the estimated arrival time frame.  He walked with me from room to room to see what needed to be done, and even moved dining room chairs into the kitchen for me to get them out of the way.  Since I'd had cats for many years (both now sadly passed away), he suggested it'd be a good idea to deodorize the sofa and recliner (which had belonged to the cats, not me, of course) as well as the carpet.  I took him up on it and he gave a price break on the cost of adding that to the cleaning.  The carpet now looks MUCH better and this time you can definitely see a difference.  Eric did a great job, and I appreciate that the company was able to send someone out the very next day.  I will stick with Special Touch from now on!

We've used Special Touch for years prior to joining Angie's list. They always do a great job.

We have three dogs and 3 cats - so there have been several accidents over the years.  The carpet was pretty soiled.  I was able to schedule an appointment for the day after I called. The gentleman that came to the house was very prompt and professional.  He recommended the appropriate method of cleaning for the carpet (berber) and helped move some furniture.  He did a great job and the carpet looked like new.

Called on Monday for cleaning. Was able to get a Tues. AM appt.  However, we had floods in the area early Tue. morning which made the technician run late to our appt.  I had to call the office to find out where or when they were arriving since they were already late. Feel that they should have called me and either rescheduled, or just told me they were running late.  The technician was great.  I got odor control added to my service because they were late.  They said that was a $20. value.  Over all, I am satified.

I called on Sunday and left a message. I received a phone call Monday morning to discuss the cleaning. They answered all of my questions and I said I had a coupon to use. They said the areas I needed cleaning worked for the coupon and honored it. They called the day before and left a reminder message. The cleaner came during the 2 hour window I was told about. He walked through each room and we discussed what needed to be done. I had done a lot of prep work-vacuuming and moving items off the floor- and he was very appreciative. He was honest about not being able to totally remove a red stain from a carpet. He then worked quickly and quietly. He put back all the furniture he had to move. He determined I needed the dry clean method due to having pets. The carpets are now dry and look great. I would definitely use them again.