It is with great sadness that I write this response.
First of all your job was small, the set up was quick and easy..
a short hallway at the top of the stairs,
1 flight of stairs
Short traffic area to the front door.
1 small living room with 20 year old carpet with extreme traffic staining. Now I don't know if you were expecting some miracle that I was going to make your carpet NEW again, and I have some amazing restorative work under my belt, but I can only bring out the best in the carpet in each case I encounter. In the end your carpets looked considerably better, in fact as best as they could in my opinion. The traffic areas were completely gone..
I don't know how many hours you expected me to stay, but over the years I have become extremely efficient and do what needs to be done for each individual job. I have all the best products, and equipment available to the industry. When I provide my service I do my very best for each and everyone of my customers to the best of my knowledge and ability's.
I have had a few instances where a stain came back etc. The customer calls me, says there's a problem, I apologize, book a follow up to come and re-clean it NO questions asked. That is what a service guarantee is.
In your case this is what I received via email:
Hi Greg, I am writing to let you know how very upset we are with how our carpets turned out. They look worse then before likely due to the turning brush heads. You totally rushed this job I watched you 'fly' across the carpet and to complete the entire job in as little as 45 minutes that has now become evident.
I am now going to hire another company and as a result have put a stop payment on the cheque written to you.
Needless to say I was shocked.
I called you immediately to discuss what may have happened and ask you to allow me to come back and resolve the problem. You said you would discuss it with your husband and call me back.
You called and said yes. I came back and re-cleaned the room and corrected the problem. I'd like to point out this can and does happen to every company at some point. When your dealing with any kind of equipment, things can happen, It's how you deal with them that matters. After the following conversation when finished where you pointed out the cost difference from last year to my costs.. This I believe is your main area of contention. The costs..
I'm based out of the Tricities area, I have to cross the bridge 2 times to service Langley plus its anywhere from 30 to 60 minutes drive (each way). Thus I have a $200 minimum charge which I explained when you booked your appointment. Most company's charge more to service other areas, that's just the way it is.
I'd also like to point out there was nothing wrong with the other areas and you only asked me to re-clean the room that had the problem.
I was late yes, I called you well in advance of our booked appointment to advise you which you responded was not a problem.
I think anybody that reads the email you sent can see how completely unreasonable your reactions were. Your entitled to your opinion absolutely. Putting a stop payment on the cheque without even giving me the opportunity to respond speaks volumes to any normal consumer.. This was a first for me in 4 years of operating my business.
I regret that you are not happy, you can't please 100% of the people all the time, but I try my best.
As you put in your dramatic title "Never ever again", the feeling is quite mutual.
Good luck finding another company that can satisfy your cleaning needs.