Tuesday, November 06, 2007
Bad Apple Alert
Jerry Prola takes special care of his cream colored carpet, getting it steam cleaned regularly. So when he saw a coupon from Premier Carpet Care for a $90 cleaning, he thought he'd found a deal. But the day after the steam cleaning, he noticed streaks and blotches, and a stain.
Prola said the carpet cleaners caused the stain by not putting blocks under the furniture. So Prola called Premier Carpet Care to fix the problem. They charged him another $35 for the second cleaning, and the stain still didn't come out.
"I tried calling them for over a week, and they didn't reply, and so I filed a complaint with the Better Business Bureau, and they didn't contact them either," he said.
That's when Prola got in touch with Consumer Watch. When Premier Carpet Care didn't call us back, we found Dry Master Carpet Care in Alameda. Joe Russell, owner of Dry Master, went to work on the stains, and less than an hour later, the blotches and the stain were gone.
"He had a furniture stain, and or rust stain, and it appeared like it'd been spot cleaned, cause it kind of spread out a little bit," said Russell.
Jerry was thrilled with the results. But he has a different message for Premier Carpet Care.
"Just more anger than anything at the company for not following through, for not even returning a phone call, it's absolutely ridiculous," he said.
Premier eventually called and said it emphasizes customer satisfaction, and offered to come back out to fix the problem. Since that was no longer necessary, they sent Prola a check for $90. The tip before hiring home cleaning services, ask friends and check out the company on the Better Business Bureau website.
It's ironic that the author states that the best way to prevent this from happening is to contact your local BBB. It's ironic because this guy called his local BBB to inform them of his problem. They did nothing. Just like his initial carpet cleaning company.
Calling your local BBB can't hurt. But the best way to prevent this from happening is to ask your cleaning company one question, How can you ensure my satisfaction?
As a side note, the first cleaning company could have done so many things differently. What do you think the first company should have done to change the outcome?