Green Steam Carpet Cleaners

Service Provider Response

[Member Name Removed], Again, we apologize that you were not satisfied with the work performed! It is never our intention to lose a client because they think our work was unsatisfactory or wasn't as good as a service as the first time we cleaned. I am sorry we couldn't not provide you with the outcome you had hoped for, despite our best efforts. We have thoroughly discussed our cleaning process and what that does and does not include with you. There have been some miscommunication regarding your service, the preparation details we provide to you and the use of your restroom. First, the service your hired us to perform does not take care of pet damage or air filtration stains. These two procedures are very different cleaning methods and cannot be resolved with a standard cleaning. As your technician discussed with you during the walk through, we were happy to provide additional estimates for this type of work and service same day, but you declined. Second, You were concerned about your sofa not being moved during the cleaning. As we clearly state in our preparation details (over the phone as well as email) all pieces of furniture that you want moved during the cleaning need to be told to your technician at the beginning of the appointment otherwise all furniture is left in [Member Information Removed] and only visible carpet is cleaned -we will clean up to or under as far as the equipment will allow. If the technician asks "what pieces of furniture would you like moved" and you don't say the items you want moved we assume everything is to be left in [Member Information Removed]. We offer the opportunity of pointing out areas of concern, pointing out the furniture you want moved or a chance to address any questions at the very beginning of the appointment during the "walk through". The sofa was not told to the technician until the end of the cleaning when they were tearing down and putting away the equipment. Your technician gladly moved the sofa though and vacuumed and cleaned underneath it before wrapping up the equipment and leaving the job. Lastly, This was your initial concern and the concern your emphasized the most on -Our technicians used your restroom to wash his hands without asking for your permission first. We have apologized for this inconvenience to you and have assured you that our technicians will always ask to enter someones facilities prior to doing so going forward. To reiterate we have never had a client tell us that a technician couldn't use the restroom to wash their hands after assessing pet damage. The technicians often touch the contaminated area, so washing their hands is necessary- as it is with any cleaning job. Green Steam did not have the mentality of "your word against mine". I believe we adequately addressed your concern eliminating confusion or uneasy feelings of trespassing. We did have to offer our technicians the same respect and understand the accusations in full by hearing their thoughts too. We apologize for this experience. Again, it was not our intention. We go above and beyond to ensure our clients are satisfied. How we do this is by making sure all our clients have thorough instructions provided over the phone and through email - once with the preparations details and second with the reminder email. We provide a throughout walk through at the beginning of the appointment to make sure there are no questions or concerns any client has and if there is we try to address them prior to beginning. We want to eliminate any surprises and provide our clients with possible outcomes the cleaning might have. When a technician uses a clients facilities they use their own hand towels for drying - they are clipped to them at all times. They ensure they put the seat down (if applicable) or clean up any mess they may have made like water around the sink - and now our technicians ask to use the restroom or sink. I am happy to reached out so we could address your concerns. We always will try our best to resolve any problems or confusion there might have been regarding a cleaning or estimate. I feel I have resolved the miscommunication, we have provided all of our cleaning procedures during and after the appointment and we have made adjustments to policies going forward regarding your feedback.