ComplaintsforMint Condition Floor Restoration And Emergency Services, LLC

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21/2021, the above company was hired by me to do carpet cleaning and grout/tile cleaning. The owner of the company, Nicholas ******, came to my house with some big equipment. He flooded the floor with chemicals and lots of water. The machine did all the work to include the brush cleaning. He was at my house for hours. He cleaned the family room, kitchen, foyer, hallways, laundry room and bathroom. This is almost 75 % of the tile in my house. He also cleaned an area carpet from the living room. I told him the carpet had a bad odor after he cleaned it and he cleaned it again making it worse. The carpet had to be thrown away. On January 9, 2022, I was in my kitchen with a guest when we heard a loud cracking sound and noticed the floor tile was lifting of the ground and multiple tiles cracked in the hallway near the kitchen and it stopped cracking when it got to the refrigerator. I immediately video taped the incident and took photos of the area where the tile began to crack. I immediately contact Nicholas, ask him to please come by right away to see what had happened. HE stated that it was a leak foundation that caused the tile to crack not his cleaning. He stated he was coming to my house to check it out and never showed up. I had already paid him $578.00. I contacted Guy Plumber to come out and check for a leak with negative results. They advised there were no leaks in my house. The technician advised that it was bad grout/tile cleaning and improper chemical use that cause the tile to bulge and that he used too much water during the cleaning. I called a tile expert to see the damage and give me an estimate. The tile expert advise it was due to improper cleaning and improper chemicals. He flooded the floor with water. The water went underneath and did have any where to go so it exploded the tile. The estimate I received was for $13,151.00. I conveyed this info to the owner and he refused to take responsibility for the damages. Thanks

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2022/02/16) */ On Monday, December 6, 2021 I was contacted by Haydee ****** in reference to having an area rug cleaned. We scheduled an appointment to estimate the scope of the work on or about Thursday the 9th. While quoting the area rugs, Mrs. ****** decided she would like to have her tile and grout cleaned. We measured everything up, came to terms and set an appointment for December 16, 2021. During our scheduled appointment we cleaned 526 sq. ft. of tile and grout in living room, kitchen, hall, bath, laundry and an unventilated sun porch she uses as a sort of greenhouse (lots of plants, no AC and very warm) and three area rugs, two synthetic and one wool. We first cleaned the tile and grout with Enzall, a completely inert enzyme. We pre-sprayed the floor using a hydroforce sprayer (same as every other company in the world) at 200 psi. We did not in any way, shape or form "flood" Mrs. ******'s floor. The tile and grout was no more wet than if someone had mopped the floors. We then used a handheld tile brush to brush the grout lines and agitate the enzymes. We came back over the floors with a spinner to rinse and clean the floors. A spinner is a machine weighing no more than 15lbs. that rinses the floors while hooked to a vaccuum hose that picks up the water as we go and carries to a dump tank located in our trailer. The floors are virtually dry after the cleaning with the spinner. We then finished by wiping the corners by hand, dry mopping and running air movers to ensure everything is bone dry when we leave. The floor was absolutely flawless when we left. There is no way we could have caused the damage in question. With regard to the area rug: We cleaned all the rugs in the driveway because it was nice day and we had to get them out of the house to clean the tile and grout. Mrs. ****** had a rug in her sunroom that was full of ground in potting soil. We advised Mrs. ****** that it would be difficult to get the rug back to the best condition unless we gave it a Turkish Bath which is significantly more expensive and required us to take the rug to our shop. She did not want to spend the money because it was a "cheap" (her words) rug and to just "do the best we could." We cleaned the rug and it came out almost perfect. Both Mrs. ****** and I were surprised it did so well. On December 20, 2021, I received a text stating that the rug in the sunroom "looks cleaner but does not smell clean." I immediately knew that she had put that damp rug back into that hot, unventilated room and that the rug would smell like mildew. I did not say anything to her about my suspicions and scheduled a time for me to return to reclean the rug. On or about Wednesday the 23rd, I returned to the ****** residence and recleaned the rug. The cleaning took care of the smell and the rug looked great. UPON OUR RETURN VISIT NO MENTION WAS MADE OF ANY PROBLEM WITH THE TILE AND GROUT. In fact, it was almost month on Jan 10, 2022 before she contacted me about it by sending two pictures via text. When Mrs, ****** sent me pictures of the floor on Jan 10, 2022, I immediately tried to call her to explain that we could not have caused that damage but she would not take my call and sent me straight to voicemail. I have included all texts between us as well as the phone call on Jan 10 which was sent to Voicemail. If I can be of any assistance in the future, please feel free to contact me by phone or text at XXXXXXXXXX. Consumer Response /* (3000, 8, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were at the house at all times when Nicholas was cleaning the floor. We waited in the garage because the floor was flooded with water and we did not want to be in the way. Since we were at the house waiting in the garage, we looked in from time to time and NEVER saw Nicholas use a brush to clean the grout. We observed him use a big machine to clean the floor. The floor was flooded with water for a long time. When the tile began to crack, I contacted Nicholas immediately and he refused to take responsibility for the damage telling me it was a leak in the foundation. He never showed up at my house to see the damage as I requested him to do so. All the tile in the house must be replaced because that tile no longer exist. Please provide your insurance information to file a claim and take care of the damages you caused to my property. Thank you Business Response /* (4000, 10, 2022/03/01) */ I have thoroughly explained the situation. We did not cause any damage at Mrs. ******'s house. We returned every call and made every attempt to contact her. She did not contact us until a month after the service to say "something terrible happened to her floors." She ghosted every attempt to contact her. It was two months until she sent me one picture of 4 damaged tiles. It is not possible that we caused the damage that she describes, We didn't cause the damage in question and we are not making an insurance claim. I have already sent all correspondence between Mrs. ****** and my company. Consumer Response /* (4200, 12, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company was not truthful when Mr. Nicholas indicated he responded. Your lack of professionalism and responsibility for the damages speak volume of your company. As I stated before, Mr. Nicholas was a no show and did not care to see how much damage he caused in my home. You scheduled a date to come to my house and never showed up. This company needs to take full responsibility for the damages that you incurred in my home.

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