ComplaintsforClean Freaks

• Initial Complaint

  29/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Clean Freaks $500 cash to upholstery clean my couch and an area silk carpet. I had informed them that when both couch and area carpet was dried there were brush marks all over the couch and area carpet. Also both the couch and the area carpet were not cleaned properly. I informed them that I took a damp white cloth and the carpet was still dirty. Here I want to say that the carpet did not have stains, it was just soiled at one corner before they started. They came back a week later to do the area carpet again. When they left the carpet was sopping wet with no improvement and still had dirt come off easily with a white cloth. I told the cleaner and she said it was not possible to get all the dirt up from any carpet. After getting really upset that day, the owner refunded me $300 of the $500. I went away for about a week on holidays and came back to a dry carpet but there are horrible marks all over my carpet from their equipment that will not come out. I tried to vacuum and brush the marks out to no avail. I called the owner and he said because I took the $300 refund, he won't do anything else. I feel that they should put my ruined area carpet through their insurance and have an insurance adjuster look at it and come up with a solution. I'm reaching out to the *** to see if you can help with a solution. As for the couch, it was not dirty or soiled to begin with and wanted it cleaned to refresh. After a lot of vacuuming, I did get the brush marks out of the couch but their is a small spot that was in my opinion put their by the cleaners. However, I can live with the couch but the carpet is rolled up and I am not using it till I figure out what to do with it. Please let me know if you can help me

  Business response

  30/08/2023

  We have discussed this matter sofa was cleaned properly and cleaning cannot cause stains. You seen a few vacuum lines on sofa and pile shift on rug. You live in an apartment so we cleaned your rug with a portable extractor and did get a lot of dirt out. Most rugs will not remove 100% of dirt. You contacted us thought rug was ruined due to pile shift of rug fibres never mentioned couch until you felt buyers remorse regarding rug. You requested refund. Beyond cleaning we also applied protector on first visit on your sectional sofa. Rug was only $60 of cleaning however you wanted all money back, we agreed with you through recorded phone call that $300 refund would be a final resolution between yourself and myself, ******** and Clean Freaks to close this matter as you were convinced that rug was ruined no matter what we told you. You agreed and understood that this was a final resolution so I do not understand why you are trying to get more especially when there’s simply just vacuum lines on rug. We offered you to return to make rug blend before offering refund but you refused you only wanted money back and said in recording that you wanted to send rug out for re cleaning. This is all recorded so I’m unsure why you’re going against agreement and why you still have not sent rug out for a cleaning as you didn’t want us back to blend pile. This matter has been agreed to be resolved as final resolution and closed over a recorded line and nothing further will be done. We have been beyond fair with you giving you back over half your money due to buyer’s remorse when you mostly spoke about the price and vacuum lines on rug. 
  This complaint shouldn’t even been started in the first place as this was all agreed over recorded call that it was resolved as a final resolution and nothing further would or could be done. Vacuuming lines from carpet cleaning are normal and pile shift can be normal if we clean in different directions, cleaning tool lines / vacuum lines aren’t damage. Once again no further action will be done.

  Customer response

  30/08/2023

  
  Complaint: 20539228
  
  I am rejecting this response because:
  
  Sincerely,
  
  Sandra Mcwhinney

  Customer response

  30/08/2023

  The reason I am rejecting this response is because the day I was given $300 back was settlement for Clean Freaks NOT ABLE TO CLEAN the area rug and sofa properly. I addressed both of the disappointment of both area rug and couch with the cleaner immediately after she said that she was done. The carpet was sopping wet when they returned the following week for a 2nd day of attempt to clean the area rug. It was on the 2nd cleaning day that I told the cleaner that the rug still was not clean and in her presence, I took a white cloth and rubbed it across the carpet and showed her the dirt on the cloth. I asked why I could get dirt up on simply wiping a white cloth on the carpet and she could not get more dirt up. On that day the owner called me and did initially offered to take $60 off the carpet and said that is what the area rug 12' X 6"  cost. I paid a total of $500 cash (they advised me no tax if paid cash) so I do not have a receipt - $440 for only the couch was ridiculous and I would never have agree to that price breakdown. The agreement to refund the $300 was because they could not clean the area carpet and couch properly. I was told the brush marks which damaged the pile and looks horribly discoloured would disappear when the area carpet dried. The marks did not go away when I returned a week later from holidays and that is when I realized that they damaged my area carpet. I called Clean Freaks upon returning and tried vacuuming out the pile and the pile would not brush out. Also, on the day of returning to a dry carpet, I was not ever offered for them to return to brush out the pile. I was just told that they would not do anything more. I do feel that this is an insurance claim.    Also, they never offered to return and restore the pile - that was never an option. I was just told that when the carpet dried, the pile shading would disappear - which did not happen. I rolled up the carpet and not using it because it looks awful. I think if they are legally responsible for ruining my area carpet.

  In conclusion to my comments today: 1/Clean Freaks should have told me that they may not be able to clean the area rug and couch and get the dirt up. I also know that the spot on my couch was only noticeable after the cleaning and I pointed out other areas of the couch which were not cleaned properly. I am a single person and use my furnishings and area carpet gently. In fact the cleaner made a comment that the couch was not soiled and looked clean before she started. I told her I felt that with my move I wanted to have it cleaned to refresh. I so regret hiring this company, Clean Freaks. Clean Freaks needs to find a solution! or report the damage to their insurance company.

   

  Business response

  30/08/2023

  Firstly we don’t offer cash discounts that is even more false, lastly your rug isn’t damaged. It’s a pile shift and the picture you provided was after first cleaning. Lastly there’s no insurance claim for 2 reasons.

  1. Rug isn’t damaged 

  2. we had a recorded call of final resolution 

  Last we aren’t going to return to fix pile after giving you a $300 refund that just doesn’t make sense. 
  

  I told you breakdown over phone when you initially complained 

  it’s a small rug 

  sectional sofa 

  that also got protector 

  there is nothing further we are willing to do as the recorded call was clear that there was nothing further we would do with rug or your sofa as this was a final resolution was a $300 refund. You also declined us coming back that day because you were going to send it out. There’s nothing further that can or will be done. You declined us coming back and said the main reason for refund was to send it out to have it cleaned because you preferred that option and the pile blending fully with that method. 
  There will not be any insurance claim as there is not damage. 
  Refund was to settle all matters between Clean Freaks, you and myself and ******** as once again stated on record call a final resolution, not only for cleaning itself. This is a resolved matter. 

  if you regret our more than fair resolution that you agreed to that is not my fault.

  have a nice day 

  this is my final correspondence on this matter as it was already agreed as resolved. 
  

   

   

  Customer response

  30/08/2023

  
  Complaint: 20539228
  
  I am rejecting this response because:

  This issue seems to be going back and forth with Clean Freaks not accepting responsibility.

  Firstly, the discount of $300 was given on the second cleaning (a week after the first cleaning)

  If Clean Freaks would have offered to correct the pile problem, I would have accepted but not at the expense of not getting a $300 refund - the refund was for not being able to clean the area carpet and couch properly and I agreed not to pursue the full $500 paid. Also, you did accept 5/$100 bills and did not give me a receipt. Your cleaner actually said if I paid cash, no tax. However that is not the issue here.

  It was a week after the 2nd cleaning when I arrived back from holidays and the carpet was then dried that the pile damage was noticed and would not come out after several vacuuming. Thus my carpet was ruined and could not be restored. At that time, no sense taking to another cleaner as Clean Freaks was responsible for the damage. I was then dealing with a damaged area carpet (not only an unclean one at that point) 

  Another note, my area carpet is not small - it is 12' X 6" - a good size area carpet

  If Clean Freaks cannot and will not stand behind their work, I will have no choice but to take further action to recover the cost of the damages

   

  
  Sincerely,
  ****** *********
  

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