BIO-Clean

Roger arrived promptly however seemed rushed to get to next job based upon his conversation with his assistant. The total job time was 45 minutes. Nothing was worn on their shoes while cleaning and stepping on cleaned carpets after cleaning. However the two were very polite and explained the process of the restorative service I was getting while doing the job. I asked Roger if the second floor hallway was dirty due to I have two dogs and one of them tends to potty on that rug repeatedly resulting in a strong odor. I was very concerned that he treat that area well. He said that it wasn't that bad because the fluids from the clear tube extracted germs more than dirt. Then Roger begin cleaning the area rug and runner. I told him I didn't see a difference on the section that is heavy traffic. He stated that I wouldn't because it is heavy traffic area. The same was commented on the runner. He stated that a lot of dirt came out of both rugs however it was the pile or rug fiber that was being pulled from the rugs because the beige area was still dingy looking. I accepted what he said that it was going to get any better because of high traffic. The next and final stage of cleaning was the living room carpet. This was done extremely quick because both area rug and runner pretty much covered this section. He also cleaned a very small section of my family room carpet that gets stepped on when entering into the house that is not covered with an area rug. I asked Roger if he would add that in although that room was not on the price and he did as a favor. The problem. After he left I could still smell a hint of the dog urine at the front entry of the master bedroom. This is one of the areas that the dog would urinate in addition to the top of the back steps leading down to the kitchen area. I repeatedly asked Roger if he cleaned that area well because that's where the smell needed the most treatment. He stated that it wasn't as bad as I thought. Well the next day which is Thursday the smell was slightly still there! You could still smell the dog treatment spray he applied but the urine smell was evident. To be certain, I knelt done to smell that area and it was pronounced! I immediately called Roger and explained my concern. He replied with I have never had a complaint in the entire 25 years I've been cleaning rugs. This is the best system out there and I used the dog treatment spray. If the smell was there I would have smelled it when cleaning and I didn't. It's in your padding and you need to replace it and that's all I can tell you. I replied with the dog urinates in two areas, the front and the back and the back gets the worst. I've steamed cleaned those areas and have been successful at removing the smells. What I don't understand is why the back area is ok but the front area isn't and the back area is where she potty the most? He replied that the padding and heavy traffic area could be the result to the reason why. The padding may be thin and the high traffic area could have resulted in the smell remaining. We went back and forth me explain that didn't make sense especially when I'm able to use a residential steam cleaning to remove the smell compared to his equipment is commercial, better, and stronger than mine and that area still has an odor. He continued that his system is the best, he never had a problem until me, and that I needed to replace the padding. I asked him shouldn't he have spent a little more time in that area since I told him it was my concern with the smell. Roger stated no. It would not have done anything more because the system only cleans to the base of the carpet and will not go beyond that point. I said so, I have to use my steam cleaner to the clean that area? He replied with the method he uses should have worked, he has had no other complaints. I said it doesn't make sense that I spent over $200 with you and still have the same problem I called you to resolve. So I have to use my steam cleaner when your system which is better should have taken care of this, this makes no sense! He replied with then you have to replace your padding that's the only thing I can tell you. Roger did not attempt to resolve this by at least coming back and reclean that area. He has not even attempted to contact after our conversation to ensure customer satisfaction. I spent over $200 on professional service and received unprofessional care. The address of where my payment was sent according to my AMEX statement is 1310 Birchwood Avenue, Abington, PA 19001. The telephone number where I contacted him 610-202-2294.