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Review content:
I had Crystal Crystal out to clean my living room, bedroom and hallway. I purchased a "deal" online for the cleaning and had a bad feeling when they were finished in 15 minutes. I even made a comment to one of the gentlemen about how quickly they had finished, his response was "easy peasy...in and out". I was not impressed by the results, my carpet did not look any cleaner than when they started after it had dried. I contacted the company, Darryl called and left me a message needing more information on what my issues were with the cleaning. I left him the information and never received a follow up call from him....ever. I contacted the customer service line twice, was offered a re-clean but was not able to be there at the time offered and was never offered another option, was told that was the time available. Nothing but wasted money for the cleaning on top of the tip I gave the gentlemen that came to my house. I ended up re-cleaning it myself but it defeated the purpose of I didn't want to have to clean it myself in the first place. Would never, never use again or refer them to anyone. Would be nice if they had made more of an effort to accomodate my schedule with a re-clean or offer me a refund.
RESPONSE FROM Crystal Crystal Carpet Care:
Ms. Humphrey,
Thank you so much for your reply. We trust you are well.
It was a pleasure to service you in your home.
Please note for clarification, service logs have team servicing your home for almost 1 hour. Log also notes that customer did receive pre-service information (video) which explains process does not take a long time, particularly in a small home. Service time was well within acceptible professional parameters based on standard time of production. Customer also stated they understood process time as explain in video.
The expression used in jest related to 1. the clean condition of the home over all; 2. the size of the spaces (very small)... yes the project was not difficult at, in comparison.
Service log also notes issues with filtration line stains and one stair at entrance to hall. All other carpeted areas were in good condition. Customer was informed that filtration lines would be treated to "improve" condition - but that heavy filtration lines required special treatment over time (filtration lines were very heavy).
You will note that, as per the service agreement which all customers agree to and sign at the conclusion of their service, you agreed to report any concerns with your service within 24-48 hours. The form also states that you are satified with the service and that if there are any problems, you agreed to report your concerns within 24-48 hours. If you require, we would be happy to email you another copy of the signed agreement.
Your concern was posted / logged via voice mail four (4) days after your service. However, we still agreed and were willing to help. Therefore, we scheduled a return evaluation visit to your home for the next day (one day) following your call expressing your concern.
We also attempted to reach you for a conversation to better clarify your concerns. We were unable to reach you or to establish a No Cost return evaluation as your schedule and availability seem limited.
We remain open to address your concerns, however to date we have no clear information that presents what they are. If you are open to the idea, please reply to service@crystalcrystalcarpet.com with your specific issue.
To date there was not enough information provided in your voice mail or communications with customer service to properly respond. Please email your specific concerns to the above email address that we may evaluate and address properly. Or, if you prefer, please email a time in which you are available and open for a conversation.
Refunds are not provided after service is performed and accepted by customer. However, are open to provide a professional evaluation of your concerns and address such concerns as required.
Thanks so much for trusting Crystal Crystal Carpet Care to help make Your Carpet Always Look So New.
We look forward to your email reply.
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