CHEM DRY OF DELAWARE

they were late,rude and unproffesional

The technician who came to our house was very helpful and kind. He explained that we likely had pet urine in our carpet (we'd just purchased the house) and recommended we do the PURT treatment. The tech assured us that while the disclaimer has warnings about yellowing and staining the carpet, ?it rarely to never happens.? We specifically asked if the P.U.R.T was the appropriate procedure for that carpet, and the tech agreed and said he would recommend it. He applied the pre-treatment and left. We noticed during the time between the application of the pre-treatment and the tech's return that the carpet began to yellow in approximately 70% of the visible area. In the other two rooms, we also noticed markings where the P.U.R.T. had been applied, so we believed this to be a normal part of the process. After the cleaning process in all the rooms was completed, the yellowed areas of the office remained. We called to inform the company that the yellow spots had not gone away and that we believed that there had been a problem with the cleaning process. When the tech returned to our house, he examined the carpet and stated that he believed that the yellowing was not a normal outcome. He discussed the carpet with us and conferred via telephone with his co-worker. He then said that he had applied a chemical that should not be applied to wool carpeting and that the carpet had been damaged. He told stated ?this is why we have insurance, and they will cover new carpet, I would recommend Home Depot.? After he left, we called the office to ascertain the correct procedure and were told we should obtain three estimates of cost to re-carpet (i.e. replace the yellowed carpet) the 8x10 office and then submit the estimates to ChemDry so the estimates could be evaluated and submitted to the insurance company. The end result would be new carpet in the 8x10 office paid for by ChemDry or their insurance. Later Tuesday afternoon, a manager called and indicated that the carpets were indeed clean but the carpet had been damaged prior to the cleaning and that ChemDry was not responsible for this damage, and that we should not obtain estimates for replacement. He also indicated that the insurance company would be difficult to deal with for both him and for us, and that it would just be a waste of time because they (insurance company) would deny our claim because our carpet had been previously damaged and had zero monetary value. At this point, he offered a refund for the area cleaned within the office, for a dollar amount to be calculated based on the area of the space as compared to the entire job. We requested that ChemDry replace the carpet as their technician said they would. Later in the day, the manager called again. He informed us that if we would not sign the release authorizing a refund for $499.80 and releasing ChemDry from all responsibility because it was not satisfactory then the offer is rescinded. We requested for the manager to come and see the carpet in the office in person and he stated that ?it was now a security issue? and no one from ChemDry would be authorized to visit our home without an escort. We explained we were not satisfied by the offer because we felt it does not change the fact that we asked ChemDry to perform a service and the end result has left us with a carpet that needs to be replaced. During this conversation the manager accused us of changing our story and lying. When we asked for further clarification on this point, the manager refused, only repeating that he did not speak with people who were upset and emotional. We tried to explain that we were upset because the manager had raised his voice, to which he responded ?I did not, and don?t change your story, I have a witness here listening to our conversation and it?s being recorded." We ended the conversation. In the end, we submitted a formal complaint to the Better Business Bureau and Home Depot, the parent company of the ChemDry chain. ChemDry of Delaware never responded to the BBB complaint and refused to discuss anything else with us in writing. We learned that this particular ChemDry is not affiliated with Home Depot and they could not help us, and were told by the Chem Dry national franchise that they couldn't help us because we had signed the waiver (despite being assured that the damage doesn't happen). We eventually received a snide response from the franchise owner (part of Delstar Industries, Inc). indicating that our request for a replacement carpet was "not reasonable" (despite having two employees tell us that's exactly what their company would do. When I spoke with Home Depot national customer service, their representative told us that the franchise owner hung up on the rep when he had called to inquire about our complaint. We eventually took the refund because something is better than nothing. Their customer service became atrocious the minute we had a question/complaint and continued that way until we parted ways. The lack of respect their employees and franchise owner showed us was utterly disappointing.

THEY WERE COURTEOUS, PUNCTUAL AND BEST OF ALL I COULD WALK ON MY CARPETS SHORTLY AFTER THEY WERE DONE. HOW CONVENIENT.