Bought a groupon a long time ago (paid for it) - entitled us to two rooms of carpet cleaning; made appointment immediately as directed. Appointment was scheduled and confirmed through the internet for Saturday, June 29th. The email told us to expect them between 9 a.m. - 11 a.m; received more than 1 reminder about the appointment. My husband and I totally emptied out two rooms of furniture - family room (sectional, recliners, flat screen television unit, end tables and coffee tables...and the dining room area - 6 chairs, large/heavy oak table, buffet unit, bar, stools to counter that is also in that room, etc.
When no cleaners arrived, and it was a little before noon, I began to try to track down a contact for the company....searched facebook, website, etc. Left messages in all the following ways stating we were waiting for service: Filled out a form online, sent an email to the email address, left a message on the business number...and somewhere tracked down a mobile phone number. When I called, I made contact with a guy named, Mike. When I explained my situation, he responded with "you called Buffalo, you know." I explained that I called every number I could find. I was hoping since it was the same company he could help me. He told me he would get back to me. Around 2 p.m., I received a call from a woman who said she had received my email. She was very pleasant and apologized. She told me that they had some flooding issues that had put them behind (understandable; although a phone call should have been procedure to a waiting customer to let them know what was going on). She assured me that although they were running behind, someone would absolutely be there before the day is out. My husband and I had somewhere to be, but he agreed to stay home and wait, and I went to the event. No one ever showed up. Eventually my husband tracked down the cell number online, and Mike said "it wasn't going to happen that day". My husband explained to him that we were expecting out-of-town guests Monday afternoon; these included a friend I haven't seen in over 9 years and his new wife who we have never met. We needed the house put back together by then. He assured my husband that someone would be there early Monday morning, and we would be fine. He said he would follow up this phone call with an email confirming Monday's appointment that evening (Saturday) That never happened.
Later in the day on Sunday, my husband again called the cell phone number. I know it took a bit to get through to him, and Mike stated it was his day off. My husband again reiterated our need for a commitment on their part; we needed to know when we would see someone the next day. Again, no further communication on Sunday.
On Monday morning around 8:30 a.m., I must say, I was getting extremely nervous that we hadn't heard from anyone one way or the other. I called the Rochester office number (left a message), left another email message, and eventually did get an answer at the Rochester office, and it was a man's voice. I began to explain my situation (calmly at this point I might add), and was interrupted by Mike who said "you people have been calling me all weekend long." Yes, we had; we had to stay at home for an entire day that we hadn't expected to, my husband had to miss the event we were scheduled to go to, we had emptied rooms of furniture, prepaid for the service, and had not had the courtesy of hearing from this company letting us know there was a situation that would affect our service for that day until we tracked them down. Now this inconvenience was continuing into Monday when we were expecting out of towners. At this point, I said to Mike "excuse me, but you should not be getting nasty with me when I am the customer, and I have been inconvenienced here." He made reference to small print in a contract (that I have no idea what he is referring to). I received no contract that I am aware of; only emails telling me when my appointment was scheduled. There was no accountability, no real concern for the inconvenience he had created, and at this point he said "we are on our way right now." He snapped, "Do you want us to come or not?" I replied that of course I wanted them to come. That was all I wanted.
My husband called me an hour later and told me Mike had called him, and told him he was thinking of not coming to the house because "I was hostile". I must say we have had a lot of giggles over that the past few days since I am far from hostile. I was not happy, I was annoyed with his attitude (which I feel I had a right to be!) However, I never cursed or yelled during my conversation with him. My husband told Mike, he would leave work and come home so that Mike could come to the house. Bob texted him, told him he had left work and was on his way home. No Mike; no cleaners. He texted again and told him that he was taking time off from work and was home; , he needed to know one way or the other if they were coming. He needed to return to work if they were not going to come. No answer or response whatsoever from the company. No cleaners. Before my husband returned to work, he and I reloaded the rooms with furniture so that we would be ready for our guests.
At one point, Mike said to my husband, "I don't know what you are so upset about, it is only two rooms." I teach customer service courses at a local college, and this is a case study that I will use in classes to be sure. When dealing with customers, it is imperative that a business recognizes that they are not just cleaning a carpet. Sometimes that carpet might have sentimental value, sometimes that carpet may be brand new and something has happened which would cause the customer to be very frantic, or sometimes it is being cleaned prior to a big event in their lives when they will be hosting people. In addition people have to take time off from work to be home (often), have had to move people have taken time off work, we had to move furniture, and their home is in bedlam.
We are reasonable people; we would have understood that they were running late due to flooding. We could have worked it out if we had been communicated with and honestly told the situation. But that did not happen. We were instead.....strung along, and promised future communication and arrivals that never came. I prepaid for this service - which to be honest with you is the least of my concerns. I want my carpets cleaned....if not by them - then by someone else that they pay on our behalf. I also want the furniture moved for us this time around; we already did the emptying out once.
Review about: Spotless Premier.