When I called to make the appt. I told them what coupon I was using and that for my 3 rooms I wanted to do one regular room, a hallway and a set of stairs, they said fine, no other details were given or discussed.
The cleaners arrived almost an hour late.
They said I could add another room, I was a little confused by this. They cleaned 2 rooms, a hallway and a set of stairs. I expected to pay for the scotch guard that I added. The bill came to $120 after my coupon for 3 rooms. I confronted the staff and he charged $85 for the stairway/hallway. I told him when I called I discussed what I was having cleaned and was not told the coupon could not not be used for this. He went on to say the company only makes $35 on this deal, I told him that was not my problem that is how they chose to advertise/offer. I thought one room, a short hallway and stairway was a fair equivlent to 3 rooms and since I was not told this could no be a substitution that the person who took my appointment should be clear in explaining this. There was no attempt to remedy the miscommunication- just excuses, like" I did the stairs by hand", I was thinking, is there another way to do it? that is how I have to vaccum too! They also did not even have a rag or towel to clean up the extra water that was all over the wooden flooring from room to stairs and the flooring next to each step as they are not even completeely covered. I had to use 2 of my own towels to clean up after them. Not impressed.
RESPONSE FROM Mass Carpet Care LLC:
We are very sorry to hear that you were not 100 satisfied with your experience. We are a local growing company and try to provide our high quality of service to every job without surprise or sticker shock to customers.
It is true that stairs are done by hand and take quite a bit more time to be cleaned than areas, so they cannot be substituted for an area cleaning. We tried to make that clear ahead of time, but obviously we could have done a better job communicating.
Again, I apologize for any inconvenience. We will use your feedback to improve our overall service, and we would love the opportunity to make it up to you.
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