This is a response to ""Overexpensive ..."" . I am Diane Baker, owner of the company. As we run the company ourselves, I talked to this customer to set up the appointment and to try and resolve these issues. I am very sorry that he was not happy. We have built our business on repeat customers, so this is a very unusual occurence. We used the Chem-Dry Legacy system to clean his carpet. This system has been perfected by Chem-Dry for over 30 years. Our procedure when we have a complaint is to go back on site to view the problems and see what needs to be done to correct them. The customer refused. He stated the carpet looked fine when we were done. There were no spots that did not come up. We did offer to re-clean everything at no charge. Again, the customer refused. As to the dry time, since we were not allowed to go back into the home, we have no way to verify how long the carpet was wet. Drying times could be affected by many things including temperature in the home, humidity, air circulation, the content of the carpet fibers, etc. My best guess from 10 years in this business is that he had a traffic lane that was treated extra heavy (at no extra charge) to make sure it looked just as good as it could. When we do extra treatments it can take longer to dry. The customer stated he could have had his carpets cleaned for 1/10 of the price. I find it hard to believe that a reputable company would clean his carpets for $20. As for being on time, he was the first appointment of the day! We work hard to run on time to all our jobs, but it's certainly not for lack of work! The customer did not offer us $50, he only offered $20. And he disputed the charge on his credit card. The credit card company reviewed his dispute and found it not valid. They would not remove the charge from his bill. In all, our company stands behind its work and strives for customer satisfaction; however, we don't return money on a cleaning when the carpet looks great.
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