ComplaintsforSuper Value Home Services

• Initial Complaint

  06/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used this company i* ******* **** and the services were fine but it’s been almost 5 years and I’ve been asked to be removed from their call list and they say they will but yet I continue to receive calls I even blocked their number so they have resorted to calling from other numbers and just today texted me. I would like them to completely remove my information from their system **** ** ***** **** *** ***** I don’t know what else to do to get them to stop contacting me

  

  Business response

  10/04/2023

  We are terribly sorry to hear that this has been Ms. *********** experience. We reach out to all our previous clients twice a year when our seasonal promotions are active, however, our intention is not to be bothersome, only to make them aware of our sales. We subscribe to the National Do Not Call list and abide by the regulations set in place by the CRTC to ensure we are not contacting clients more frequently than desired. Furthermore, this client contacted our office to express her concerns and as a result was placed onto our Internal Do Not Call list which, as per CRTC regulations, prevents any unprompted contact from our company for 3 years. If the client receives contact from us after this time she can ask to be placed onto the list once again and the file will be updated again. As a token of our apology, we have also added a $** credit to her file which will never expire and can be used towards any of our services. Once again, we apologize for this experience and hope for the opportunity to earn her business back!

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The ducts cleaning took place on Saturday, April 23, 2022. I was quoted $299.95 for duct cleaning; I was charged $775.95. We thought we were getting a deal. I have their original email indicating that the regular price was $ 330 but they will charge $299.95. We did not know until my wife was presented with the invoice that they were charging us $775. They completed the job within about one hour. They charged us $175 for disinfecting the vents which they used a hand sprayer and disinfecting the opening of the vents in the rooms which was supposed be included in the price. They have to return the money **** **************** The actual price, according to their initial email was $299.95 plus tax which is $338.94. So, they have to return the rest of it. I sent a couple of emails to let them know that we were not happy with the fact that they treated us in this way. I tried to be as reasonable as possible to allow them to process the situation and come up with a solution to the problem, they have ignored us.

  

  Business response

  30/06/2022

  Business Response /* (1000, 5, 2022/05/11) */ This Duct Cleaning service was originally scheduled in for April 23, 2022 by this client's wife. The appointment was scheduled for our Standard Residential Duct Cleaning service as we had never been on site at this location before to do their Duct Cleaning. Our Standard Residential Duct Cleaning includes the cleaning of 2 Main Ducts and up to 15 Vents and was on for a sale price of $299.95 plus taxes. Every time a client schedules in an appointment with us, an email is sent out the same day to indicate what service has been scheduled in, what is included in that service and at what price point to make sure that everything is clear and documented in writing. It also goes on to outline the following: Most homes fit into our Standard Package, however upon arrival we will do a walk through of your home to assess your system to ensure that you fit into this package. If your system is larger than the Standard Package, our Technicians will let you know and show you the additional components of your system that are accessible to clean. You would then have a choice on whether or not you would like to also have those components cleaned or to add on any other premium products for an additional charge. When the Technicians did the walkthrough of the system, it was discovered that the client had 5 Sealed Joists that were accessible to clean and had debris in them. Having Sealed Joists cleaned is a premium service at our company. It has a standard price of $50.00 per Sealed Joist to be done. This was brought to the client's attention on site, it was approved, and the work was done. The client was also given the option to have an Anti-Microbial Disinfectant Fogging applied to the Ventilation System. Typically, this is charged at $75.00 per Main Duct, but was given at a discounted rate for this client. I think that there was some misunderstanding as to the disinfecting process as this product is applied with a fogging machine to the interior of the main ducts once the cleaning has occurred. What the client is describing in this concern is a spray bottle on the vents. We do sanitize all vents in the regular standard package. There is no additional charge for that service, and it is not the same product being used for the vents as to what is applied to the main ducts. This client first notified us of their concerns on April 23, 2022, the same day as their service. They were informed that we needed to get the paperwork back from our Technicians to review, as the crew that was at their home was still out for the day. On April 27, 2022, one of our Owners reached out via email to the client to discuss their concerns and asked to set up a time to speak. They emailed back saying they would like the photos that were taken on site at their home. On April 28, 2022 the photos were emailed over to the client and again inquired to discuss their concerns. The next email we received from them was May 1, 2022 asking us to watch a video to beware of Duct Cleaners and asked if we have heard of a program on CBC called 'Market Place'. We, of course, know of this program as we email clients the link every time they schedule a Duct Cleaning appointment with us. We want to make sure that no matter which company a client hires, they are educated about their system and know that they are taken care of properly. We have been in business for 32 years now. We are a family owned and local Manitoba company. ********************************************************************** We pride ourselves on our business ethics and our customer service. If we make mistakes, we own up to them, apologize and do everything we can to earn our clients' business back. In this case, we followed all of the proper procedures. The client was emailed everything ahead of time, options were gone over on site, and any options that were approved, were done. The invoice was signed by the wife twice. The first signature indicates that the above services were authorized subject to the conditions stated on the invoice and the second signature line says that the above services have been completed to their personal satisfaction. We understand that the total price was higher than the husband would have liked to see, but costs are in complete control of the client by approving or not approving work. Should there be any concerns with the workmanship, we are happy to come back out for a Quality Control Inspection free of charge. But if the concern is strictly about pricing; our pricing is Standard for Residential components, and no billing adjustment will be made. Although no billing adjustment will be made, we are happy to apply a credit to this client's file. Our hope is always to maintain long term business relationships and we would love the opportunity to do work for them once again. Our credits never expire and can be applied towards any of our services. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) To answer your question on whether we are fine with the company's explanation, the answer is no! We strongly disagree with what the named company is claiming. They did not contact us as they have indicated within their response. In their response, mostly they talk about themselves ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** After the completion of the so-called cleaning of our vents (detailed at the bottom) and after they were done **************** my wife, *** called the company and wanted to speak to the manager. She was told that the manager would call her in 5 minutes, which they did not do. Helena called again and asked for the manager, but she was told the manager was gone for the day and somebody would be contacting her first thing on Monday. Again, NOBODY from the company contacted her. On Saturday, April 23rd, I sent an email to the company, bringing to their attention our dissatisfaction with how they had treated my wife. On Wednesday, April 27th (4 days after the cleaning), the company responded to my email, only stating that they were here to help but with no mention of the real issue that I had brought up. I sent another email, asking them to send me the pictures of our vents they had said they took, with the time and dates included on the pictures. I had a pretty good reason to ask for this since in the first 5 - 10 minutes of their arrival to our place, the technician showed us over 10 pictures showcasing 'how badly our vents needed cleaning'. The company sent me 6 pictures, none of which had dates nor time on them. ********************************************************************************************************************************************************************************************************************** *************************************************************************************** Who is going prove that they actually belong to our vents, having seen more than 10 pictures already on the technician's phone? Again, in their email, there was no mention of the problem that we had initially raised at all. On Saturday, April 23, when they cleaned the vents, they failed to cover one vent in my daughter's bedroom and one in the basement, both of which were still collecting dust. In the basement, when they cut two openings in the main vents, they made a small un-necessary whole, from what looks like to be a drill bit, which is still there. Each time the heater works, the air, including dust, comes into the basement. In their initial email, which I forwarded to the company as well as to the BBB, they have mentioned that they would be cleaning 2 main vents and 15 openings. It was also not explicitly mentioned to us that there would need to be holes created within the main vents. The entire cleaning took about an hour (I have recorded the time of arrival and departure). I have not gone through with any actions against this company yet except contacting the BBB.***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ********************************************************************************************************************************************************************************************************************************************************************************************* Business Response /* (4000, 9, 2022/05/28) */ This client was contacted on April 27th to schedule a time to discuss their concerns. They responded with the following: Thanks for the email. However, I would like to ask you kindly email me the pictures that your guys taken (as they said) before and after with the time and date on them, please. I have also taken some pictures after the cleaning was completed. I would appreciate it if you could send me the pictures by this Friday, please. The photos were emailed over to them on April 28, 2022. And the email asked again if they have any questions, or would like to discuss their concerns, to reach out. Since then, they have gone through this Better Business Bureau process. ***************************************************************************************************************************************************************************************************************************************** Since receiving this last correspondence from the client we tried calling the client, but they were at work. Their child said after 5 pm would be better to reach them. In which case, I told her I would have to call back another time. We then followed up by calling their cell phone on file and leaving a voicemail as well as sending another email. The email outlined that we think there are some misunderstandings. If there are any workmanship concerns, we are happy to come back out. Typically, reservices must be done within 14 business days from the original service date, but we are happy to extend it for them to address their concerns. We also emailed out instructions on how to verify date and time of the photos, which can be seen in the properties of each photo, to alleviate their fears of thinking we use fake photos. We are not in business to scam or take advantage of anyone. Everything we do is verifiable and transparent. If we make a mistake, we will address it as quickly as possible. In this email, we also outlined why it took 4 days to reach out to them initially and how most businesses are short staffed and how our response time is longer than normal, but that they are important to us and we want to resolve their concerns. The email also listed the Owner cell phone so that hopefully we could connect quickly to address their concerns. The Owner had a missed call from them at 6:09 pm on May 27, 2022. Their call was returned at 9:14 am on May 28, 2022. Both Helena and her husband were on the line. They were explained the reservice policy and how we would be happy to come back out to address any workmanship concerns, and Helena declined saying they will not be doing that and was upset by how long it took us to respond to them initially. Both clients hung up the phone on the Owner. This is not at all how we want any interactions with our clients to go. We always want to address concerns as quickly as possible. It doesn't seem that we can make this client happy. We are always trying to improve as a company, but it is a large constraint having a labor shortage and that does impact a businesses ability to respond as quickly. We have made multiple attempts to make this better and prove that we are a good company. If this client changes their mind and will allow us back out, we would love to do so. If they will not have us back, we are happy to apply a credit to their account. When we have missed the mark, we always want the opportunity to earn their business back and change their opinion of us. Consumer Response /* (4200, 11, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: Thank you very much for forwarding the company's response to us. We are grateful for what you are doing to resolve this issue. While this company has lost my respect and confidence, I also feel all the time and energy put in by us and the BBB for this matter is far too much. ***************************************************************************************************** During this period of time, and in the many emails exchanged between us and company, not once have they mentioned the real nature of the complaint, an issue which I have raised from day one. Yes, it is true that they called us recently and unfortunately, we were not at home. I also received an email from the company saying that they had called and left a message with our daughter. My wife called back but this time, the manager was not available. The manager called again on Sunday, and we spoke briefly and regrettably, I had to hang up. I cannot communicate with an individual who does not listen, is aggressive over the phone, and does not allow me to speak. Like in her emails, she kept insisting that their company was wonderful and that they ran a great business. ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* Before the cleaning, the company had called a number of times and they were confronted by my wife who had said they never had provided their services, at any time, in the past. We have lived in this house since 1998. We have never had any business with this company. The company still kept repeating the same thing over and over on the phone, that we were living at a different address, and they had cleaned our carpets.************************** The company has been disregarding and ignoring the main issue, which I have raised and continue to bring up since my first email.******************************************************************************************************************************************** I brought this issue to their attention by sending a couple of emails in the first week. I also mentioned the issue in my first email to the BBB. My wife called a few minutes after the company's servicemen had left our place. In all these emails and phone calls, we have made our complaint *********** very clear. Yes, it is true the company offered to come to our place and re-evaluate the situation. However, let me be clear by saying they are not coming back to this house. ********************************************** The company offers one price on the phone / email but provide different prices after the work has been completed. My wife trusted this company and the technicians. When the technicians completed the 3 bedrooms with a large living room and full basement in about one hour, she was given a bill to sign it. Having signed the bill, she realized that the bill did not match with the quote provided/advertised. ************************************************************* While yes, she should have checked the bill more carefully, she had been provided with the quote and naturally believed the company would live up to their end of the bargain. Based on what the contract said, she trusted the company to do a good job. That is why she called immediately the same day, making several attempts to reach the company when she saw the error in the pricing. However, the company never responded to her phone calls. This is part of the company's initial email. They wrote: We are emailing you regarding the Duct Cleaning appointment that you have scheduled in for April 23, 2022. We will give you a call the business day before with a time frame of when you can expect our Technician(s) to arrive for you. We will be completing the service at ********************* As per discussed quote: Standard Residential Duct Cleaning: Regularly priced is $330.00 but, I can get it done for you at the discounted price of $299.95 . This includes up to and including: o 2 Main Ducts o 15 Vents ********************************************************************************************************** They have utterly ignored the real issue. ***************** this is what I expect to be done in regard to my complaint: as the original quote was $299.95 plus tax, for a total of $338.94, the company will return the overcharge amount of $417 back to us. I have asked for pictures from the company, and I have my own pictures, with the time frame of their technicians' arrival and departure, as well the mess they left behind (a hole in our vent etc.) I have collected enough information. If the company does not come clean and return our money ****************** ************************************************************************************************************************************************************************************************************************************************************************************** Business Response /* (4000, 17, 2022/06/29) */ We do not have a money back guarantee based on clients thinking that our price is too expensive. Our guarantee is that if there are any workmanship concerns, we will come back free of charge to go over any components of concern. **************************************************************** It is our privilege to be able to have business relationships with our clients and our job to continue to try to earn their business each and every time they allow us to come do work for them. ****************************************************************************************************************************************************************************************************************************************** We service thousands of clients each and every year, so those number speak for themselves. We are truly sorry that we cannot make this client happy. We cannot apologize that we have options available for our clients, should they choose them and value them enough to get them. We pride ourselves on the options we have available and no matter what options, if any, a client goes with, we do the very best job possible. If the client wanted the bill to stay at the Standard Residential Duct Cleaning Package Rate, then they would have had to decline having additional components cleaned and having the Anti-Microbial Disinfectant applied. We consider this mater closed. Should this client want a credit on their file, again, we are happy to do so and hope to repair the relationship.

• Initial Complaint

  28/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Super Value Home Services (SVHS) did not honour their pledge to provide satisfactory service for the carpet cleaning they did at our home February 26, 2022. As explained to them by telephone one business day after they'd cleaned our carpet, the carpet now has deep grooves spaced about a centimeter apart throughout the entire area they cleaned. Unlike what they told us, those grooves have not disappeared in the past two months, even in high-traffic areas. SVHS told us that they'd send out someone "only to look at the problem", and they arrived March 2nd, in spite of us saying we were leaving town almost immediately for a month and did not want any work done then. When SVHS reps arrived, they said the grooves had been introduced by them "raking" the wet carpet after cleaning. They tried to remove the grooves for a few minutes using a hand brushing method in several places on the carpet. This method was unsuccessful, and they stated that the only way to remove them was to re-steam the carpet. Because our suitcases were packed to leave for a month and we wouldn't be able to move the furniture again at that time, nor did we want to leave the carpet wet while away, we agreed with the SVHS workmen not to do the necessary steam treatment at that time. We agreed to a date of April 5th for them to do the steam cleaning. After the workmen left, we got a call from the office of SVHS stating that they would not correct the problem without us paying for the needed steam cleaning or any other corrective measures, unless the workmen returned right then. SVHS said they'd check with management to confirm this and call us April 1, but they did not. Nor did they come to correct the problem on April 5th as promised by their workmen. Follow-up calls have been ignored, as was a registered letter to SVHS on April 11. ****************************************************************************************************************************************************************

  

  Business response

  21/06/2022

  Business Response e /* (1000, 9, 2022/05/14) */ We've had multiple discussions with this client attempting to address their concerns and explain that these marks are perfectly normal following a professional Carpet Cleaning service. Part of the finishing steps after performing a professional Carpet Cleaning is to rake the carpets with a Carpet Groomer, this is a standard tool used by all professional Carpet Cleaning companies. The purpose for raking is to remove wand marks after a steam cleaning to leave a groomed and even look and, more importantly, to aid and allow for better and faster drying. This is standard procedure for us and every other professional carpet cleaning company, to avoid this step would mean the carpets would remain flattened and have an unappealing look. We've tried reassuring the client that these rake marks will, in fact, disappear over time through vacuuming and daily use of the carpets. The time it will take for them to disappear varies greatly depending on how much traffic there is in the home, the type of carpets they are, how often they are vacuumed and many other factors. When the client first brought these concerns to our attention, we set up a second visit at no charge as part of our Written Guarantee to have one of our crews assess the situation for any abnormalities or mistakes that may have occurred but found none. However, the client further expressed their discontent with the look of the carpets so, in a further attempt to make the clients happy, we offered to Steam Clean the area once again during that visit at no charge as a show of good faith to try to rid of the marks, but the client declined as they were preparing to leave the city. Our Written Guarantee extends over 2 weeks after the original service date, unfortunately, we would not be able to offer a third visit at no charge to Steam Clean the carpets once again at no charge more than a month later, especially when no mistakes were made by our technicians. Of course, we greatly value the client's business and would like the opportunity to work with them in the future, as a token of our appreciation we have applied a credit of $30 onto their file which will never expire and can be used towards any of our services. Consumer Response /* (3000, 12, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) ****************************************************************************** I'm a very dissatisfied customer. Their response is not satisfactory.************************************** ****** Unlike Super Value Home Service's statement to the BBB that "these rake marks will disappear over time through vacuuming and daily use", they remain almost unchanged after 3 months, even in areas of very high traffic, and after we (1) attempted to hand scrub them out with a brush, (2) used a rental******** wet "Quicksteamer", and (3) paid a professional home cleaning agency to try and remove the marks. ****** After the damage done by SVHS's carpet cleaning group, they said they'd come to check things. We specifically told them that we were leaving Winnipeg for a month and did not want them to carry-out any wet corrective measures to remove the rake marks in the hours before we were departing. Nevertheless, they arrived as we were leaving, recommended another steam processing to correct the problem, and told us we'd have to move the furniture again right then and leave the carpet wet while we were away. ***** After consulting with 3 other carpet cleaning agencies and 2 carpet sales experts, we were told it was a rare thing to leave rake marks after cleaning ******************************************************************************** ********************************************************************************************************************************************************* SVHS did not properly clean our carpet. They did not respond to our simple request not to show up on a specific date when we said we were leaving town and could not prepare our home for any corrective measures. They have never corrected the problem they left in our carpet, although they said they could do it but only for an extra charge. This is not reasonable, nor fair. Business Response /* (4000, 14, 2022/06/06) */ We can't speak to the practice of other companies, we have been in business providing Professional Carpet Cleaning services since 1990 and, like many other professional companies, we use Carpet Groomers along with other proper tools to ensure clients' carpets are left clean and looking great. Nevertheless, in an effort to resolve this situation we have contacted the client and have arranged to have the carpets cleaned once more at no charge, the client mentioned some areas no longer have marks, but our technicians will assess the remaining areas and flush the carpets as needed. We regret that this has been Mr. and Mrs. ******** experience with our company, we have documented everything on their file to ensure this won't happen again in the future, should they choose to use our services once again.

• Initial Complaint

  22/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After doing business one time with Super Value Home Services, they have contacted me for years to ask if I would like further services. Each time, I tell them no, and I ask them each time to remove me from their call list. They said they will, but never did. I have relocated twice already since then, and have asked on at least three occasions to not be contacted, and still I am receiving calls from them every 6 months. There are numerous Google reviews from customers with similar experiences. I want this company to stop contacting me permanently. In addition, I would like to request that they stop contacting my ex-partner with whom I was cohabiting when we got our carpet cleaned by Super Value Home Services. *********************************************************************************************

  

  Business response

  05/04/2022

  Business Response /* (1000, 6, 2022/03/25) */ - Thank you for taking the time to provide us with feedback on the experience you have had with our company. We do reach out to all our previous clients twice a year to make them aware of our seasonal promotions, but our intention is never to bother our clients. We subscribe to the National Do Not Call list and have procedures in place for our agents to ensure that it is properly documented when a client requests to unsubscribe from our promotional calls or email lists. We are very sorry this was not the case for this client. We have placed both phone numbers mentioned into our Internal Do Not Call list as requested. This will prevent any unsolicited contact from our company for the next 3 years and some days as outlined by the CRTC. We have placed a $50.00 credit on this client's file with us. Our credits never expire and can be used towards any of our services. We would love the opportunity to earn your business back! Should you require any services from us, we hope to be considered. Consumer Response /* (2000, 8, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩