Sears Carpet Cleaning — carpet cleaning
I am just writing in order to save anyone who is thinking about having their carpets cleaned or ordering appliances the trouble of dealing with not one but TWO incompetant companies. To make a long story short... I had just bought a house whos carpets were approx 2 years old. Because of the heavy traffic in the downstairs prior to us owning it, we decided to clean the rugs...they were in good shape just dirty and in need of a deep cleaning.
Now my sister owns a cleaning company in which she would of done it for me, had she not been out of state and we needed them cleaned right away so we can move in the next day. I had received a flyer from Sears and decided to call them and schedule an apt to have it done. During the phone conversation I was told that I would not need to be there that they could do the job and lock up after they were done. This was against my better judgment however I work two jobs and my boyfriend works shift work and neither of us could stay for the entire job.
That day Sears sent three men in their late 20's out for the job. They showed up at my house last minute and I had to leave work to let them in. I had asked them if I should vacumm the carpets prior to the cleaning and I was told that they do it and it's part of the service so not to worry about doin it. At this point I thanked them, asked them to lock up and left. After work I arrived home excited to see the carpets clean, to my shock they were nastier than they were before the cleaning!! I couldn't believe my eyes! I understand that major stains/paint would not come out...but I'm talking they looked worse and smelt to high heaven! My sister showed up the next night and checked it out for herself. She was in shocked over it as well, especially because she had seen the rug prior to the cleaning, was used to performing the service and knows what to expect. She told me that they might have gone over the rug with the machine but they obviously did it sloppily due to the lines the machine left and she advised me that there was NO WAY that used any kind of cleaning solution... they were still greasy and stunk.
I called sears the next day. Spoke to the man in charge of the carpet cleaning dept in Jersey which had done ( or attemped to do) the service. I was given a hard time about them having to come back, and he tried to tell me that his workers who had done the job documented the rugs as being 10-15 years old!! haha...So I tried to correct him telling him they were only 2 years old and that I had the paper work to prove it. He basicly in so many words told me it didn't matter what I had that he trusts his men and not what I was telling him. We both had an atitude at that point with eachother but he gave me an apt anyway. He spoke to me very unproffesionally. the next day the guys showed up...again late. I was very sincere and told them that perhaps the machine malfunctioned and the soap didn't work or something...they just stared and made their way into the house disreguarding the fact that I had even said anything to them. They were rough in doing the set up, banging my front door around throwing their equiptment ect.
After setting up they asked my in an annoyed tone " well mam what area did you want done over?" I ALMOST DIED! what area??!! I thought to myself "the whole damn thing"! I bit my tongue and kindly tried to explain that it wasn't just an area but the entire carpet. They looked at me as if I had three heads. They then called their boss and in the middle of speaking to him handed me the phone! I got on the service guy's cell phone and was greeted with such disrespect I was in disbelief! He bascally told me that they were not doing it over and that I was crazy and being ridiculous! He actually said that! I tried my best to keep a leveled tone and make some sense of the coversation and redirect it and there was no use he degraded me and hung up!!!
Now, I am not a loud person. I never complain...ever. This was an honest problem that I figured a company that supposently stands behind there services and products would solve. The service men lefted huffing and puffing and on their way out scratched up my entire living room wall that I had just painted!!
Unbelievably upset I called and called and called for days straight until I was actually connected to a representative that directed me to a lady that worked for their customer relations dept. Her name is Tina Corn. After calling like 20 times I had finally reached her explained my story and she told me she would look into the situation. It took about 15 telephone conversations after that in which after getting to the point of arguing with her as well I FINALLY got some where. She told me that she would be sending paper work out for me to fill out and that as soon as I sent it back and they receive it I was be reinburst. Well...I received the paperwork, immediately filled it out, sent it certified and it's now been approx a week since I sent it. I tried calling today and I had gotten in touch with another rep who assured me that I would be called back within 5 minutes to settle this situation and guess what? It's been two hours...no call...and I still have not received my reinburstment for a job which was never properly done which I spend $218.00 for.
Secondly, during the same week I had ordered a wash machine from Best Buy. Everything was great the rep was wonderful very helpful and told me it would be arriving in tops 14 days, and that if they needed to they would contact me. 2 1/2 weeks later I decided to call to see what the status is with the order. To my surprise I was told it was cancelled! No one tried to contact me even tho they had all my info. When I asked why the only excuse was that it went to my junk mail! So annoyed I re-ordered it. The next thing I know the next day my checking account was overdrawn!!! They charged me TWICE! I have been nonstop trying to get both they situations straightened out...Nothing seems to be working. No matter who I speak to I end up with no answers. My question is...does ANYONE know how to do their job?????!!!