ComplaintsforChem-Dry of Buffalo

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  II need to share that Chem Dry does not stand behind their cleaning services. I had my luxury vinyl plank floors cleaned by Chem Dry on November 26th, and after they left I noticed that my floor was still dirty. I reached out and spoke with the owner, Diane S. and she said they will come back out and re-clean my floor, due to the holidays they came back out this past Saturday, January 14th. While the service technician was at my house, he stated there was no way he could get my floor clean as their equipment is meant for cleaning hardwood floors, not luxury vinyl plank. He instructed me to call the office for a refund. When I contacted the office and spoke to the manager and the owner they stated they are not willing to refund my money. They even sent me an email stating they guarantee their service 100%. I also reached out to the corporate office and because they are privately owned they are not willing to get involved. I’m sharing so you can be aware of their cleaning service and lack of customer service. As a side note, I’ve been a customer for over 20 years.

  Business response

  01/20/2023

  We pride ourselves on our services.  Our online reviews show over 650 happy customers.  We are sorry to hear you were unhappy.  Our 100% guarantee is eligible for a return within 7 days to reclean any areas that may not have dried properly.  We extended this timeframe to you because of your loyalty for 20 years and returned 7 weeks later, after all your holiday entertaining and the wear from your dogs in your home.  We have a signed work order from both cleaning that you and you husband were both satisfied with the results of our service.  Unfortunately, after the verbal abuse with our Manager and also our corporate office, we will not be moving forward with any further communication regarding this matter.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a brand new 10x14 rug in my house that my pet had an accident on. I immediately called Chem Dry of Buffalo who came the same day and cleaned it. Since the rug was new, I showed the technicians the care instructions and we discussed the material of the rug. The stain was still there so they came back the following we and cleaned it. After the leaving the rug seemed matted in that area. I waited to see if the rug would get better with vacuuming and it did not. It is matter and pulled in the 3x3 main area where the stain is. I called Chem Dry and sent them videos and pictures of the rug which was not inexpensive and I had JUST gotten ($2500). They sent technicians out who looked at the rug and took pictures and told me the rug had been scrubbed to hard and was not fixable. The company claimed it was my fault as they do not know what I did to the rug. I told them I have not touched it. The only people who cleaned it was them. I am attaching a phot below and you can still see the stain as well. I have a video of the area but unable to upload here. I am happy provide. I also have notarized statement from myself, husband, children and cleaning person that they did not touch the rug. Thank you.

  Business response

  06/27/2022

  On 3-22-22 we received a call from the customer that her dog had eaten feces and then vomited on her 2-month-old rug leaving a stain. According to the customer, this was not the first rug that her dog had ruined. We were able to go out to clean the rug for her the same day. The customer told the technicians that her cleaning person attempted to clean the stain and was unsuccessful in doing so which is then when she called us.On 3-23-22 the customer emailed us to follow up from the cleaning that the stain was not completely removed. We offered to come back to see if we could do anymore to remove the stain. Chem-Dry, nor any other cleaning company could ever guarantee 100% stain removal. However, if there is a stain that is troublesome after an initial cleaning, we will come back a second time to see if a second cleaning could help to lighten/remove it. The customer was out of town for a while so our follow up visit was 4-20-22.On 4-20-22 the technicians stopped back to clean the stain again and unfortunately the rug was permanently stained from the feces/vomit. The follow up cleaning was not able to remove the stain.38 days later on 5-28-22 the customer called to state that our cleaning had distorted her rug. We asked the customer why she waited so long to reach out to us about this concern and her response was that she was just “extremely upset”. After the customers first appointment, she notified us the next day that the stain remained, but after her second appointment, she notified us 38 days after claiming that we ruined her rug. It is not reasonable to believe that if we would have damaged her rug she would have contacted us immediately, like she did after her first appointment when the stain did not come out, not over a month later.On 6-1-22 we stopped back to the customer’s home to view the rug. The technicians indicated that the rug was heavily scrubbed and that was what had caused the damage to the fibers.From what we gathered, after we could not remove the fecal/vomit spot, which we could never guarantee removal of, the customer attempted to clean the rug on her own and over scrubbed on the rug with a final attempt to try and remove the stain caused from her dog. Our professional grade products and equipment that we use daily are designed to clean rugs, not damage them.The customer is looking for us to take on her loss after her dog stained her brand new rug.

  Customer response

  06/28/2022

  I provided photos in my initial complaint and offered to provide a video of the rug.  The company is not telling the truth and you can see that from my initial statement.  As stated in my initial complaint, no one has touched the rug besides Chem Dry so the fact that it IS ruined us because it was scrubbed to hard by Chem Dry. They are even the ones who told me that it was.  I never touched it nor did I ever state the myself or anyone else had.  That is a lie.  I didn’t contact them right away because I though it might get better after a few weeks but it did not.  It was not because I was upset.  That is another lie.  I have statements from my cleaning lady and myself.  Besides the pictures I provided, what else would be beneficial.  I can send statements and video.   Thank you.  

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