McHugh's Chem-Dry Carpet Cleaning

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I had researched on Angie 's list as well as had imput from the Southern York County Facebook group. I had been told that 2 men would arrive to clean the carpets when I asked about moving furniture but only one man came to complete the job. the technician Greg arrived a few minutes early - he measured the areas and we agreed on the price etc. He moved the one coffee table out of the living room. first he vacuumed the rooms. He brought up some type of canister and sprayed the carpets, then he raked them with a carpet brush, I noted that he hadn't moved the couch, end table or 2 chairs when he was working in the living room and I asked him if he was planning on cleaning under the furniture and he acted surprised that I would have expected that. He did move the furniture after that. he then used some type of mop bonnet attachment to the machine and was using that to go over the carpets. At that point I started looking back online on the McHugh's website about their cleaning process and I was confused that their advertised 'superior carbonated hot extraction' was not the method that was being used on my carpet. I did more looking on the internet and discovered that the bonnet cleaning method had not been approved by Shaw Carpets and that it was now named the 'legacy' cleaning method and had been replaced by the newer and accepted hot carbonated extraction method. At that point I asked Greg about the hot water extraction method. he tried to tell me that this was a NEW machine, not like the one online and that the initial spray solution was the carbonated method. I replied that I didn't agree that this was a hot water EXTRACTION method and not what I had expected based on the information on their website. He told me that he made a professional DECISION to use the bonnet method based on the carpet condition. I said it was not what I had expected. Greg was rather unpleasant but did agree to use the truck mounted extraction equipment to do the carpet as I had expected. He went outside and then came in with hoses and an attachment for the machine which allowed for the hot extraction cleaning method. He mentioned how much more time this would take him. I felt very uncomfortable but I think that if the technician makes a decision to use a process not shown on the website as an option, he should have communicated it with me ahead of time. He completed the carpets, did just the areas around the bed in the master bedroom, not the 6 ft hallway to the master bath?? I wasn't up for more discussion at that point. I paid the agreed price.
I was disappointed with the experience and I sent this review to the company. The owner of the company responded the next day and apologized for the problem. He met with the technician and has put in place better ways to communicate with the customers. The owner has offered to provide a free cleaning for me in the future if I do desire. I am pleased that he is very responsive and willing to do whatever it takes to make the customer happy. I believe that good customer service is most needed when there is a problem, I feel much better about Hugh's Chem Dry and I think the difficulties I had will not happen again.

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It went very well. We would use them again.

It went very well and we were very pleased with the services.

Wonderful A++ service. They responded quickly and professionally to my call and were able to get the blood out of the carpet. Mike and Todd were top notch! I would highly recommend this company and this team!

They were okay. They really tried to up-sell my wife when they came, I wasn't home, by 700%. They did a good job and everything but I don't really like the fact that they tried to up-sell my wife when I was the one who did all the arrangements and we had an agreement before they came out. They put down something to prevent the pets from urinating on the carpet. I'm sure they were good products, but I had already agreed on the price with them. They were on time, they did a good job, and they ensured that we wouldn't have a problem with stains on the legs of the furniture. But again, I was very irritated by that high pressure sale with my wife. I know if I was there, it wouldn't have happened.

It went well. Very professional.

They did arrive on time - I was able to go to work on time - the details were taken care of & the results were great.

They did a very nice job.  We have used them quite often.