Thoroclean

"Thanks for your review and the 2 A's and B given, with the 2 D's average would be C+ to B+. As there are 3 months between service & review discrepancies exist. Heavy torrential rain began falling 12/22 ended late 12/23, service performed 12/23 shortly after noon. In fact most work performed 12/23 was extracting water from basements. This customer the only one paying us to wet clean their basement, one of the six areas. Both techs about same age, with Thoroclean nearly 20 years each. Customer asked Age of carpets? answer 18 years. Asked Last cleaning? answer 10 years ago. Asked Who last cleaned? Customer answer; they had a portable. Asked again Who? No response. Noted on signed invoice. Customers schedule services they want when calling in, 70-80% Scotchgard and 70-80% Microban disinfect. Both techs walk with customer through areas to be cleaned. Then before starting, we review expectations with customer and precautions to be taken. Detailed above customer signature on the invoice. Basically this scripted; As cleaners the condition of the protector before we arrive effects the out come of the cleaning. When the finish wears off permanent wear, color loss and staining occurs. (We service all flooring and upholstery and drapery produced) Next we explain servicing soft fibers is like doing laundry. Cleaning is the washing machine, Microban disinfecting is cooking in the dryer. Take clothes from the dryer and wear for part of a day, run through the washer, leave in some days as little as an hour lift the lid, you may smell a musty odor. That is not from the washer, but microorganisms. Also told we recommend shoes over bare feet, no socks. Told to walk on carpet after pretreat applied to clean them. Told to watch step when walking from damp carpet to surrounding surfaces. Right after being told customer ignored recommendation given. Customer not listening/paying attention since question #2. Noted on invoice; Air filtration along walls, wear on stairs, color loss on basement carpets. Went over stairs heavy. It is very rare to clean carpets over 10 years, let alone 18 year old carpets last cleaned 10 years ago. No recommendations were given except to inform the customer it could take up to 2 days to dry in the basement especially with the heavy rain and flooding. If a recommendation would have been given it would have been to disinfect location,due to age, service history and weather. Regarding advertising since opening Feb 14, 1956 Thoroclean has never advertised anything with regards to drying time. Flip over any cleaning machine, turn on and pour bottled spring water into vaccum, now check the recovery. Tell me does it look like light coffee? Would you drink it? Yes, and I wouldn't. Thoroclean has a 10 day guarantee, simply call and we return. If any dirt left in the carpet cleaning lines would occur where wand over lap, none were there when we finished. Amount paid is lower than listed on the review, need only check the invoice. When Scotchgard is applied after cleaning, rate is 1/2 gallon every 100 feet. We steam in 2 to 3 gallons per minute while cleaning. Not saying believe statement about a gallon extracted. Do not recall anything being tracked in by foot, some may have came in on the hoses. We clean from the furthest area working our way out the door, our feet exit followed by the wand. Regarding Growling, is that what she describes as talking over the equipment noise, like talking over a vacuum. If that is, then she began growling/asking questions while the equipment was running. Sounds like a vacuum cleaner. Copy of signed invoice available for review."

"We provide service 6 days a week (Monday - Saturday), We do take requests for AM or PM, and make every attempt to fill as many requests as practical. The routes are put together in the morning the day before, and constantly are changing till put together, then called and confirmed. Once a job is confirmed that is that clients time of arrival. The confirmed window of time is for arrival, how long the work will take is additional."