Butler Restoration

Randy Stewart, Regional Mgr of Butler Restoration, came to our house Dec 6 to dry out carpet from a small flood (due to clogged main drain line) the night before. Randy pulled back the carpet affected, moved furniture, and set up dehumidifiers. To this point, all the service seemed very professional. Randy came back Dec 9 to remove equipment, clean the carpet (damaged area and rest of house), and put back the furniture. However, all he did that day was remove the equipment. He said that he just received an emergency call to repair water damage 60 miles away and that he had to leave right away. He said he would come back in a few days to do the rest and he offered to give us discounts on cleaning the carpet in the rest of the house because we would have to wait a few days. He would not even clean the sewer-water-damaged part of the carpet because it would take a lot of time to pull out cleaning equipment for such a small area (about 2 square yards). He said he would clean the damaged area later when he does the whole house.  He asked for payment Dec 9 for restoration and the cleaning the carpet in the damaged area. Even though he did not yet clean any carpet, I paid the $857 fee, which included cleaning the damaged part of the carpet. Randy said he would be back in a few days, but it took until Dec 20 before he could schedule a time for me. An hour before he was scheduled to show up on Dec 20, he called me to say he could not make it because he had to take care of another flood situation in Kansas and that he could not come to my house to clean the carpet and put back the heavy furniture....and who knows how long that would take. With company coming over to our house this week, I was left with uncleaned carpet and furniture in the middle of out master bedroom. Since Randy considered my job low priority relative to other restortation jobs that came along, I decided to call Andrea Romero, Dir of Client Relations at Butler. She offered to refund the portion of the payment for cleaning the damaged section of the carpet, but she did nothing else for me. She seemed to think it was acceptable to have my cleaning job as low priority relative to jobs coming in and that it is OK to cancel scheduled appointments even an hour before the appointment  --- even though I spent all morning preparing our house for carpet cleaning. Now I have to go find somebody else to clean my carpet. I was so disappointed with Butler's service, that I decided to join Angie's List right away to communicate my story...and to find somebody I could trust to show up. I wish I would have joined a long time ago.