Complaint Review: Baker's ChemDry - Burlingame California

I had carpets cleaned approximately one year previous (Nov. 2010) to this event and I was satisfied with the work. Therefore, I trusted and expected the same level of professionalism.

In August of 2011, I again scheduled the carpets to be cleaned by Baker's ChemDry. The Carpet Technician, not the same as last time, insisted that I purchase a chemical they recommend for urine stains. I agreed to a one gallon purchase. He insisted that was insufficient for the area being treated. I ended up authorizing four gallons and only later did I observe the gallon was only being diluted one-half of one gallon (not the whole gallon as I was told he was suppose to do) thereby creating a need to "sell" more. Also, it could by why at the end of this carpet cleaning the carpet areas where the chemical was applied appeared "burned" disintegrated/newly worn pile without the same texture.

The technician applied the chemical liberaly and even spilled it in areas that had no spots and were in good condition. So much product was used that some of the existing spots went from 10 inches in diameter to 30 inches in diameter

After the cleaning and in speaking with Bob Baker regarding the enlarged spots; new spots; and destroyed pile of the carpet with the excessive use of the chemical, it was disclosed to me that the technican received a cut/commission from the sale of the chemical thereby creating an incentive for the technician to sell more, even needlessly. 

I contacted and spoke directly to the owner, Bob Baker, and he made a sincere attempt 3 times to try other chemicals/products to rectify the enlarged spots damage to no avail. He also tried to eliminate the new spots to no avail. He agreed that they were damaged and not much else could be done. We discussed the problem of enlarged damage of existing spots and the new damage/spill spots. He said he would see how he could work it out financially with me but currently there were some business cashflow issues he had to take care of first. He said he wanted to set up a payment plan with me once we finalized the dollar amount he owed me.

I understand cashflow problems but feel that after seventeen months, I have been patient enough. I have since sold my home and the carpet issue was addressed in the sale of the home to exactly a $6,000 credit in the purchase. The amount of the area cleaned was about 750 square feet. The Master Bedroom and One large bedroom; two hallways and part of a small bedroom were affected. Since any damage in a room affects the whole room and in this case the whole upper floor of the home, it is not feasible to replace carpet on a room by room basis. It is the whole floor or not at all in a home of 1,700 square foot of carpeting upstairs.   

Since Baker's ChemDry added additional damage by enlarging spots; creating new spots and destroying carpet pile, it eliminated the option of having the carpets cleaned by anyone else. They were now damaged beyond any further "carpet cleaning" being able to recitfy the damage.

As a result, I was forced to sell my home looking worse than it was previous to this cleaning and having to give a $6,000 reduction which is documented in the sale documents of the home.

All in all, I acknowledge that there were existing pet stains, of which were remedied by this company in a previous carpet cleaning acceptably, but the way the last carpet cleaning was handled eliminated my ability to show and sell my home looking better which was the whole point of having the carpets "cleaned" in the first place.

I shopped for the replacement cost of the carpet. The carpet was 100% wool. I went to the same place as it was purchased from 10 years previous. They quoted in the range of $11,000. I continued to shop and lower the quality of the replacement to nylon and got a quote for $6,000 hence the same amount in the credit to the buyer of the home. Accordingly, I have reduced my claim to Baker's Chem Dry down to $2,000 which when all is considered, it was a higher amount ($6,000); the carpet was 10 years old with an average of 3 persons using/living in the household; the acutal credit given to the buyer and the fact that I have been patient for over 17 months. Over time I was able to reduce the amount of my claim only to be ignored.