Complaint Review: Area Wide Mesa-Delta Chem-Dry - Grand Junction Colorado

I read the response of Area Wide Mesa Delta Chem Dry to my report. The only true parts were that they finally refunded our money after they were forced to by their corporate office after 2 months.  And the fact that they were hours late because they did not have the product. They were well aware that they needed this product.  I had called twice and explained that they would deffinately need it.

They never once offered stain treatment at any cost.  I tried to buy it and they did not have it at all. They most certainly never offered to come back at any point and time. We did contact the owner several times, and were told that our money would be refunded then he decided not to.  He just would not respond to any calls, (he wouldn't even respond to corporate franchise calls). I do think it is funny that they are trying to lie their way out of their horrible well earned reputaion.

It is unfortunate that this customer was dissatisfied, and after some mitigation over this customer's concerns a full refund was given.

As to the statement that we were so behind schedule it was due to the fact that we were waiting for the arrival of a product that is an addition from the regular cleaning process. We did call the customer and inform them of the reason for the delay and did offer to come to the job at the scheduled time and do the full cleaning and then go back to the residence the following morning with the additional product to do the added spot removal that was requested by the customer. The product is a specialized product and that type of spot removal can not be done without it. The drive to the customer's residence is over one hour one way, but to try to rectify a situation beyond our control we were more then willing to make multiple trips. We had even called all surrounding franchises to try to purchase the needed product from them to try to meet the scheduled time.

As for the allegation of the price being more then the phone quote, here is a simple breakdown of events. The price as quoted on phone did not include the above mentioned specialized product, due to the fact that we were never made aware that it was required upon original phone quote. As for the allegation that the price was raised several times above the quote, the increase in price for the product was $60.00 raising the price by 1/5 of the total. The job was also performed at a rate discounted more then 50 % off our normal rate. It is also our policy to go over the contract including the price with customers before the job is performed so the customer has the option to decline service at no cost to them. The customer had signed the contract agreeing to the cost of the job being performed.

As for any other allegations regarding job performance, it is our policy that if there is any dissatisfaction with our job performance we will immediately come back out and remedy any dissatisfactions. We were not given the opportunity to do so. The customer at no time tried to contact us directly with their concerns. They called our corporate office with their concerns and requested that they would only be satisfied with a full refund of the job performed because they had allegedly had a competing company clean the home again the following morning. 

As for the spot remover that was not in stock when we arrived, we do offer a Stain Extinguisher to our clients for $10.00 that they can purchase with the cleaning. They are an item that sells out rapidly and if at any time we are out of stock we offer a free delivery of the item when it comes in.

We wish that we would have been able to meet all of their full satisfaction and were left on these terms and with this review. We do believe that the backbone of our franchise is our reputation and regret that we were not able to meet those standards in this situation.