Reviews

Review Details

• Review fromP. Sam

  Date: 12/11/2022

  After 15 years as a customer I am SO disappointed with this business! I scheduled an appointment and spoke with technicians when they called me 30 minutes before appointment as usual. No one ever showed - "manager" Angelica claimed it was because I did not answer a second call, which was never stipulated. NO customer loyalty here - I will NEVER use this service again.

  Immaculate Restoration & Carpet Care

  Date: 12/19/2022

  On 12/10/2022, Patricia Smith had a scheduled an appointment between 8 AM to noon. When our Carpet Technician arrived on site, they were unable to enter her community due to not having a gate code. The Carpet Technician called Mrs. Smith four times in hopes of getting an answer. After several attempts, the technicians informed me and my colleague that they were unable to enter the community or complete the job.  My colleague and I called Mrs. Smith two more times and texted as well. Unfortunately, after many unsuccessful attempts to reach her the Carpet Technicians left and moved on to their next job.
  
  Mrs. Smith called a couple of hours later and asked my colleague, “why do I have all these missed calls”. My colleague explained that our technician arrived at her community but were unable to enter. Mrs. Smith was upset and did not allow her to finish speaking. She started yelling and cursing, although she expressed herself in this manner, we were still willing to help and return to her home to get her carpets cleaned. However, the wait time would have been three hours, this is due to a job that the technicians moved onto that took two hours to complete and calculating the drive time to return to her home would have taken a total of three hours.
  
  Mrs. Smith was not happy with the wait time and explained that she was going to report me to the BBB. Unfortunately, I was not able to say much more as she continued to speak over me while trying to offer a solution. I did have other calls on hold and politely told her that I had to disconnect the call.
  
  Immaculate Restoration and Carpet Care strive to provide number 1 customer service for all of our customers.
  

  P. Sam

  Date: 12/19/2022

  Why did the "colleague" write this rebuttal instead of the "manager" Angelica, who was the employee involved? I have been a customer of Immaculate Carpet Cleaners for 15 YEARS at the same address, so WHY didn't Immaculate Carpet Cleaners have my gate code, which has not changed? And if "Angelica" the "manager" did not have my gate code, WHY didn't she ask for it when she answered my call for service? There is absolutely NO EXCUSE for this company not to have basic information about a customer who has been a client for more than a decade, OR for a "manager" not having sense enough to ask for the information needed in order to honor my request. Immaculate Carpet Cleaners has deteriorated from the company I first employed. I will CONTINUE to express my dissatisfaction by posting negative reviews - not only about the lack of basic managerial competency, but also about the the complete disregard of customer loyalty. ??