When our usual carpet cleaner left the business, I contacted Reliable. Two technicians arrived to clean two floors of carpets and stairs in our house. Since the carpets are light coloured, before they started I cautioned that some years before another cleaning company had left brown water stains on several areas of the carpet. The guys assured me they were experienced and would not let that happen.
While the basement and upstairs carpeting dried nicely, most of the stairs on two flights (each a different type of carpet) dried with brown water stains. When I called Reliable the following day, I was told the fellows would return the next week to fix them. Two weeks later we still had not had a call back or return visit and, since we had a party coming up, I had to spend an hour rewetting, brushing and drying the stairs myself. The week after that, Lindsay from Reliable's office called to apologize and offered to reimburse us for the cost of the cleaning. We appreciated her concern and the offer of a complimentary cleaning.
- Approximate cost of services:
- $300.00
- Company Response
As best as we were able to at the time, a follow up to a second visit was not realized in the time frame the customer requested. As a policy we do not leave such requests unchecked, however we made a simple communication mistake that resulted in an underwhelming experience for our client. Apologies all around. We tried to contact this client but was later informed that they were out of town. Had we been fully aware of the timeline this oversight would have been avoided. All of our other reviews reflect the overall satisfaction with the quality of cleaning and service that is the hallmark of our business.