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Resolved: Damage to my carpets

Update by user May 22, 2020

Company fixed issue and I have been provided with settlement agreement

Original review posted by user May 20, 2020
Indoor Air Quality Medics, came on May 5th, 2020. I hired them to perform Air ducts cleaning and It went terrible! When they just started doing the job at my house, they stained my white carpets with black grease in the hallway and master bedroom. The technicians didn't let me know. It was my son that let me know. When I brought it to their attention, the main technician (Taylor) said that his helper didn't cover their ladder that had grease and when he saw that he put some oxi-clean on the stains and he was waiting to see if that worked to remove the grease. He also mentioned that he already contacted the office and he was waiting for their call back to see what they were going to do. I told hm that he shouldn't put anything on the carpet because it can make the stains worse but he replied that he has his own business doing car detail and he deals with that very often. They were done with the job and we didn't hear from the office for 5 hrs. When they were done with the air ducts cleaning, we went upstairs to check on the 5 stains of grease and they were the same. The technician tried to remove it but it just made it look bigger and nothing came out. The technician asked me to try to remove them with dish soap and a carpet cleaner. I told him no, that if I do not have a written authorization from the office I will not do that because then they can turn around and say that I made it worse and they will not be responsible for the damage. He said that he understood but kept insisting, but I was firm in my answer, without a written authorization from the company I will not do anything. At that point we called the office and the person that answered the phone (Drew), told me that the manager and the owner didn't give him an answer but he will call me as soon as he knew something. He said that that day or, at the latest, the next morning he will give me a call. Tuesday, May 5th and Wednesday, May 6th and didn't get a call back from them. Thursday, May 7th at around noon, I contacted them again and Drew, the person that answers the phone, didn't even remember who I was. When I reminded him, he put me on hold and when he came back to the phone he said that the manager was waiting on an answer (don't know from who), not to call them back and they will give me a call back when they know something. I waited until Monday May 11th 2020 to contact them, and again Drew put me on hold. When he came back to the phone he said that the Manager wasn't in the office but he will give me call that day with an answer. I was very upset and told him that: We have been waiting for a week and haven't even gotten a phone call from them. They performed the job, they damaged my carpets and they don't want to do anything. We also paid them for the service because we thought they were responsible and professional but apparently they are not. I told him that if I do not hear from them by the next day I was going to move forward. We are honest people and being honest doesn't mean being stupid. The carpet still with the 5 spots of grease, no call from them. I want my carpets to be as cleaned as they were when they got here and if the stains do not go away they need to replace the carpet. That is what a reliable business does. My carpets were professionally cleaned the week before they came and they knew it before they came to do the job. We were going to get other services from them but not now, not at all. I don't trust them. On May 12th I contacted Angies List and put a complain with them and a bad review. Next day, Drew from Indoor Air Quality Medics stated that they were going to come to my house and repair the damage to my carpets. We set the appointment for Friday, May 15th at 8:00am On Friday we got a call from Drew a little bit after 8:00. He stated the the employee that was going to come had called in sick and that he couldnt reschedule the appointment and that we were going to get a call from the owner that same day. At that point I asked if it was one of their employees the one that was going to come and try to remove the grease from my carpets and Drew responded yes. Until today May 21st, we havent hear any call. I started getting information from the company and I found out that they are not licensed in carpet cleaning so they cant come to try to remove the grease from the carpets because they are not qualified and we dont want more damage in my house. A licensed and bonded carpet cleaning company is the one that needs to come to take care of the damage. If the damage cant be repair then the carpet needs to be change.

User's recommendation: Lack of responsibility, communication and integrity.

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Resolved
ID
#1937795 Review #1937795 is a subjective opinion of poster.
Location
Mount Vernon, Virginia
Service
Indoor Air Quality Medics Cleaning Service
Pros
  • Easy to get an appointment
  • Fast quotes
Cons
  • Communication
  • Responsibility
  • Response
Preferred solution
Proffesional License Carpet Cleaning service evaluate the damage and remove the grease. If the damage can't be totally remove and my carpet is not at the same condition as it was then carpet needs to be replace to our satisfaction

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