Knock Out Cleaning Service Isaiah Harris Did not know how to clean a home. I had to show them and they still missed areas. They also damaged my carpet with their vacuum in four areas. Will not answer my emails regarding this matter. Port St Lucie, Florida
I hired Knock Out Cleaning to clean my home. They started in the master bed and bath then went into the dining/living room area. I went into the master bedroom and bath to check and had to have them do the bathroom again. I then noticed none of the wall pictures were dusted or my headboard. In the dining area one worker was vacuuming, one was cleaning glass tables and the other was dusting. I noticed that there were streaks all over my tables and had to have them do it again. Then I went into the dining room and noticed a spot on my carpet. Their vacuum burnt the fibers in my carpet and when I walked around I noticed three other burns. I showed it to the owner and he said that he was insured and wanted to resolve the issue. He told me to get an estimate of the carpet. I called his insurance company and they told me he no longer was insured as of May 2009. I sent him an email regarding. I got an estimate and emailed in to him. He was not happy with the price and said he would look into this himself. I told him he cannot choose where to go for a carpet for my home. He is not responding to my emails anymore. I reported him to the Better Business Bureau and the Florida Department of Agriculture and Consumer Services with is also checking into this matter.
2 Updates & Rebuttals
Isaiah
port st lucie,Florida,
USA
knock-out cleaning
#3REBUTTAL Owner of company
Sat, October 17, 2009
First and foremost we arrived at this customers home early as usual to serve her .Without me knowing this customer was complaining about the cost of the cleaning from the very start.
She stated to me as we entered the home do not worry about the carpet as we plan on replacing it anyway at that point I thought nothing of it . Now we started in the bathroom as the customer stated working our top to bottom system at the very same time this customer stood by and watched every thing we did like a hawk (keep this in mind).
Which is ok but weird most customers allow us to do our job and as we indicate in our advertising we never leave one single home with out the entire team checking off on each and every room combined with customer having the final walk .
Therefore it is perfectly normal to clean a area see the result and walk away allowing a chemical to sit on things like soap scum etc only to return to complete the work . There are homes with showers so bad it takes alot of time and effort to clean and more than one set of eyes .
This customer didn't even allow the system to take place she assumed the work was done and begin to make complaints .Im very soft spoken I truly don't like to argue with anyone so alot of times I will just agree and try to work on a solution even if the other party is clearly wrong .
Now we moved to the living room area where I started to clean some glass right away before the glass even dried completely the customer started to complain about streaks . So I went over the streaks even thought the table had not clearly dried to make our customer happy .
Keep in mind this customer is standing right there watching everything we do and instead of allowing our system to work she is complaining and we are complying right away even though the issues would have been corrected anyway .
At this point my wife starts to vacuum her carpet she is standing right in front of her the entire time as she indicates in a email to me . Now keep in mind this is a customer who's eyes are clearly detailed enough to see streaks on a glass .
Yet as she states she allowed someone to burn her carpet in three different places ? I have been using this vac for three months model# 088160 if the customer would provide the color of the vac I can go into further details on that at a later point as a matter of fact google that model # and make sure Im not lying on what vac it is .
After she made the claim that we burnt her carpet both of my team members where standing there saying it was false at this time I thought it was in my best benefit to remove my team from her home .
I could see my crew becoming upset and a arguement at that point would solve nothing . I was very nice with the customer I didn't let her know that I thought her claims where false and we left her home .
I will not go back and forth through email with this customer Im not going to do that . I have responded to the consumer services and I have not been contacted by the BBB .
I will do everything in my power to resolve this matter as long as it is fair to all parties . I can't see how this matter could have been handled any different if im wrong let me know please .
Isaiah
port st lucie,Florida,
USA
Knock-out cleaning
#3REBUTTAL Owner of company
Sat, October 17, 2009
First and foremost we arrived at this customers home on time as we always are . Our system is very simple we are top to bottom cleaners all of my customers can state this and i am willing provide as many refrences as any new customer would require. From the onset without me knowing this customer compalined about our price for the service. She mention to me don't worry about my carpet as i plan to change it anyway. Now we started in the rest room cleaning a bathroom that hadn't been cleaned for some time any reasonable person would know that a tough stain some time needs to have a solution sit there and work . Therefore it's completely normal to clean once and see the results and then allow a chemical to work on a area while you are in another room .This customer never even asked if I done in the room he just assumed it . If im wrong tell me im wrong . Now in the meanwhile this customer stood by as we cleaned this is just weird most customers allow the company to do there job and they go about there everyday lives as we clean and then once we are done as we state in almost every advo we put out our team walks the home to ensure the home is clean and then the final walk is with the customer . Now I just let you know this customer stood by and watched us clean that's why I found it kind of funny when she said we burnt her carpet three times so let me see if i understand this you spotted the glass streaks which i retouched right ? You stood there next to the person who vacuuming and let them burn your carpet in three different spots ? Really ? Now Im not a person who likes to argue I did the right thing the entire time she was saying we burnt her carpet my team was saying no we didn't I will not argue in someones house . I put my team in the van gave her the informtion she needed and we left without a arguement . If anyone has a way I could have solved it better let me know because I think I did the correct thing . Now the vacuum we used was a dirt devil bagless I have had the vac about three months as before we used only bissel and dyson but this vac is my wifes favorite . If you look up this vac overheating is just not a issue this vac has a built in feature that will shut the vac down just to stop such a issue . Vaccum model is #088160 ask the customer the color of the vac and I will then post pictures of mine .I am complying with consumer service and better business burea on any matter they have contacted me with in a effort to solve this problem. But I will not argue with this customer if im wrong tell me what I can do better should i go bck and forth her telling her side and then me with mine ? What does it solve ?The fact is my goal as always is to provide outstanding service to any customer that needs and wants our service .
thanks
Isaiah Harris sr