Daqwan Den
map-marker Baltimore, Maryland

He destroyed my home-refused to take responsibility!

I called this company to have my furniture and oriental rug cleaned. The tecnician arrived and was very nice, explained what he would do and all the details, then got to work. I went to care for my infant son, and when I came back to my living room, he had knocked down my curtains. He offered to hang them up again, and I told him no, I would do it. After he finished, he asked me to come and look to see if I was satisfied. He then proceeded to tell me that my oriental rug, in his opinion, was not a true oriental rug because "it wasn't soft". My rug is very much authentic, and was a present, so you can imagine how I could be a little offended at this comment. So we concluded the inspection and he began to pack up and leave my home. As he was pulling his giant machine up my hardwood stairs, he rips up the edge piece on one of the stairs. He then tells me he needs to call his manager. He goes out to his truck with his equipment and makes the call to his manager. He comes back inside to tell me "My manager says it is not our fault. Your flooring was not glued down properly." Now I am a little agitated. I told him "I disagree, my floor was fine before you got here. That piece of wood was not even loose. There is a lip on the front, so your machine probably caught it on the way up." Then he calls his manager, after I told him it wasn't necessary, and gives me the phone. She is already so defensive, she doesn't even tell me her name. She proceeds to tell me that "It is not our fault. Your floor was not glued down properly. I can have one of my tecnicians come out to glue it back on, or you can call your maintenance guy to do it. " I responded, "I will be charged for my maintenance man to come fix it, but it's no big deal, he charges $20 an hour and I'm sure it'll be quick." She said, "It is my experience living in an apartment that when you call maintenance it is free." I replied "I don't live in an apartment, I own a condo." She says, "Get an estimate from him and send it to us, if it is reasonable we will take care of it. If not, I will send a tecnician out to glue it back down. We are not going to pay to have the whole stair replaced" Now I am getting upset because I haven't asked her for anything, so I said, "That is ridiculous, why would you replace the whole stair? I haven't asked you for anything. I am getting tired of hearing "It's not our fault", when in fact, it is. No one has even bothered to apologize for it, when really that is all i expected. You are not here to evaluate my floor, you are in an office somewhere, so you don't really know what my floor looks like." She said, "Well, our machine is just like running a vaccume over it. It's not our fault." I said, "I have run a vaccume over that stair for over a year and nothing has happened, so again, this is your fault." She began to say "You are misinterpreting what I am saying-" but I handed the phone back to the technician and told him I was now officially pissed off. I was shaking I was so furious! He hung up the phone and proceeded to finish my bill-in full-and kept repeating "Get an estimate and send it in." As if I ever wanted to deal with any of those people ever again!! I have never beed so insulted before in all my life! This company reached a new low. They came into my home, destroyed it, and didn't even want to offer an apology. They were so eager to deflect the blame, but they wanted to fix it at the same time. If it wasn't their fault, why were they trying to fix it?? Oh, and I was promised my furniture would be dry in 2 hours with the foam cleaning,which was more expensive, and it took over 10 hours to dry. Worst company EVER!!
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