Chem-Dry of Brentwood

"First our cleaning process does not bleach carpet or we would not haVe a 4.8 Google rating. We have offered to return to inspect his claim but were denied so we have no way to validate the claim or to attempt to correct any issues. We do not clean with dirty water and our process cannot do the damage claimed. We suspect that when we cleaned and removed the soiling from a spill it revealed that there was an underlying discoloration which we did not cause. We have made a good faith effort to resolve this and the BBB found in our favor but unfortunately he has refused to cooperate."

"We regret that you felt like we were "baiting and switching" but that is not the case. We offer the basic service which does remove most stains. And our Hot Carbonating Extraction process does have the highest rating for dirt removal as rated by the Carpet and Rug Institute. However some stains require additional attention which requires additional time and materials for which we must charge for this added service. Unlike most carpet cleaners, our vans are stocked with a wide variety of Specialty Stain Treatment products so that we can provide a superior service to our clients where others cannot. These might include rust, ink, urine, red dyes, water marks, coffee, make-up, oil, grease, etc. And if anyone can get these out, we can. When we do encounter a stain that our professional technician feels may not come out with the basic service we are upfront with this and discuss the options with our client before any cleaning is done so that they can make an informed decision as to how to proceed. Again we regret that you feel that in doing this we were engaging in "bait and switch" tactics. We like you do not like these tactics and strive to be an honest and ethical provider of service even if we lose jobs by doing so."

"We would gladly return to re-clean the carpet but we have not been contacted with a complaint. Please let us know if we can take care of this for you as we do want you to be satisfied!"

"We had a problem with the first technician who did your cleaning. Without going into details he was intending to quit and was intentionally trying to make us look bad which is why I have terminated him and replaced him with a much more experienced technician who I can trust to represent my company as I expect it to be represented. I was very disappointed with the firs technician as he had been a good employee in the past but became a problem and I did not catch it in time to avoid a problem and is why we sent a second technician to correct the situation. Considering this and the quality of the final service I am asking that you consider upgrading the quality rating from a C to one that reflects the final service. It would be greatly appreciated and I feel reflects the true quality of our service."

"As soon as we saw this we contacted (removed member name) to discuss this problem and to offer to return to redo the project at no cost. We would have done this sooner but were unaware of the problem until we saw this review as (removed member name) had not contacted us direct. There is no question that the carpets should have not been as wet as described and we can only assume that there was an undetected equipment problem making the vacuum extraction not as effective as is required. Had we known this sooner we would have gladly returned to clean at no cost. We take great pride in our quality and customer service and have extended an offer of free service to (removed member name) to make this right. And obviously this is an unusual situation as we would not be in business if this happened on every job. We hope to make this right for her."

"I regret that you had a bad experience but the service must have been provided by another Chem-Dry of by the prior owners. I opened this business in March of 2007. We would welcome the opportunity to show you our level of service."