Pro-Tech Cleaning Services

"First, I'd like to mention that the work was completed last year, July 2013 and this is (Member Name Removed)second review. Again, I will clarify some of her statements. I never stated I would be coming alone. I had my main technician with me and another technician in training, which I explained. I assured her that we would be moving the large items of furniture, which we did. I asked her to remove small items from the floor and from the top of furniture to prepare for moving it. We have no control over how much time one spends preparing for our arrival. As for the cleaning, I assured her that cleaning does not change the color of the carpet. If the color has faded in the walking areas, cleaning cannot restore the original color. As far as drying times, there are many factors affecting dry times. Most carpets dry in 3 to 10 hours. Concrete basements with limited ventilation, as in her case, can take longer. An finally, I want to reiterate that we refunded her money 100% despite the fact that we did everything right."

"My crew and I steam cleaned [removed member name] carpets. We even came a bit earlier but called ahead to make sure it was ok to come. We moved all the furniture, including beds and dressers, and moved it back. We cleaned her dining room rugs and all throw rugs at no charge. We removed by hand all pet hair that remained after cleaning. We also used blowers to quick dry the carpet. Several days later [removed member name] called with several complaints. I came out the very same day to discuss the matter. [removed member name] was upset that I was not physically pushing the wand. I was present and helped move furniture while my two techs took turns cleaning. She felt that they did not do a proper job. Her first complaint was with the color of the carpet. She thought the carpet was more pink when it was first installed. I explained that carpets fade over time and that carpet cleaning does not alter the color of the fibers themselves. She felt the traffic areas had lost their color. I had her look carefully at the carpet from different angles to help her see that the berber loops in her carpet in the walking paths were matted down and therefore reflected light differently. This was not a cleaning issue, but simply a characteristic of olefin berber carpet after many years of use. The other complaint was regarding a stain on the curtain in the dining room. There was indeed a stain on the back side of the curtain running horizontally along the bottom, about an inch off the ground. Since the curtain was over an aluminum-framed glass sliding door, I deduced that the stain was caused by the door opening and closing and rubbing against the curtain. I showed her that metal shavings come off onto your finger when you rub the frame. I assured her that it was physically impossible for the carpet cleaning to cause the stain. However, she insisted that we were at fault since it was not there before we cleaned. I could see that she was visibly upset still and therefore offered to redo the work. I reminded her that further cleanings would not alter the color, but that I was willing to redo the work personally to show that my technicians did nothing wrong. She refused. I then offered to refund some or all of the money that she paid. She wanted a complete refund so I refunded the entire amount back to her card right on the spot. I apologized that we were not able to meet her expectations and wished her well. We performed this job exactly in line with IICRC standards as we do on every job, using the proper chemistry and equipment. There was no deficiency on our part whatsoever. Regardless, I dropped everything and came out immediately to discuss her concerns. In 15 years of business I have never dealt with someone that we couldn't work things out with. Although her particular expectations were unreasonable, I went so far as to refund 100% of her money. That is completely unheard of in business. People expect to be paid for their services. In our case, customer satisfaction and our reputation are much more valuable. I will bend over backwards to make things right."

"We took before and after pictures and send them to the owner to show the results. This was a plush white carpet with numerous difficult stains including many pet urine stains. We were able to remove all the stains. We also stretched the carpet for only $100 extra. This was a large circular room with a column and concrete subfloor. This makes stretching very difficult. Any other company would've charged at least $350 for the work. We discounted the work since we were already there cleaning. I thought the carpet looked fantastic after we were done."