Oregon Chem-Dry

unknown

unknown

They really tried on the pet stains, but we'd left them too long.

It was a great experience. Their professionalism was terrific. I already have recommended this carpet cleaner.

Overall, the treatment of the stain and odor is much improved, i.e. a lot less urine odor, though with this type of stain "improvement" may be the best we can get. The technician, JC, that came out was courteous and professional (according to my husband). The issue I have is with the office staff's explanation of their prices and estimates. I contacted the company on a Saturday morning and spoke with a representative (I do not recall his name) about their PURT process for removing pet urine. He explained to me that they use a solution that they mix up (with a charge $60/gallon) depending on the severity of the stain. Over the phone, the company representative estimated based on my two cushions and his experience that it would likely need only a gallon, though could be more. I thought $60 was a reasonable starting price and requested an appointment. Before transferring over the call to another person for scheduling I asked whether a coupon on their web-site could be applied in my situation. The representative said it certainly could. From there Whitney took my information for the appointment, and I confirmed a second time that I could use the coupon; she replied I could. I also asked if the technician could provide an estimate on a cotton rug at the appointment time, which was also confirmed. On the appointment day, the technician, JC, called my husband to confirm his arrival time. When he came, he reviewed the stains in question The technician asked if the pricing was explained to him over the phone to which he relied it was explained to me, his wife at which point JC detailed the expected charges.- $65 per gallon for the solution + $35 application charge + $10 fuel charge. He mentioned a per cushion fee ($5 per) but mentioned that he could waive that since he was only going to spot treat the stains (based on smell). The pricing was approved, and work completed per agreement. My issue and reason for poor grading is that there was NO clear communication during the phone estimate of the multiple charges beyond the solution. How could I anticipate that their could be up to DOUBLE the price for a one-gallon application based on this interaction? When I called the day after the service to complain that I felt the company misrepresented their prices over the phone, the representative was politely apologetic but unable to make any changes as my husband approved the charges at the time of service. When I suggested that they be more clear in their estimates before taking the time to come out to someone's home, she said that they could, suggested that they will talk to the technician and perhaps even FIRE him! I was aghast that such a drastic action would be mentioned so flippantly and also my reason for a lower score on professionalism. I surely don't think this experience warrants anyone to lose their job, but I strongly caution future customers looking to price out the expense of this company's services to be wary of additional charges that may arise at the time of service.

I am well aware of the difficulty in removing urine odor, and discussed in length my concerns with the office and then with the technicians when they came to the house; I even identified some of the more offending areas for them. Although not new, this was a very good quality carpet when it was installed, and I would have preferred to not have had to replace it. The Chem-Dry technicians told me they could locate the urine spots with a black light (which they did), and treat the carpeting with P.U.R.T. (their pet urine removal treatment solution). The technician talked about using 2 or 3 gallons of this solution, but I was unclear how I (as the customer) was supposed to know what the job required. They only used 2 gallons, but should have been able to determine if this was a 3 gallon job. Although I do not have a sensitive sense of smell, on the third day even I could still smell dog urine. I called them to let them know and they sent out a technician who sprayed the carpeting with a “sanitizer”; there was no mention of cleaning it again. The carpet then smelled moderately better, but a few days later the stench was still there ~ only now it smelled like dog urine and chemicals. The next day, after the “sanitizer” had dried, I vacuumed the carpet to remove any residual chemicals. This was just with a household vacuum cleaner, but I was shocked at the amount of dirt and dog hair that came up! (Photo attached.) It was as if nothing had been done! I called and spoke with “Mike” the owner. I told him I was not happy with the job, my carpeting could not possibly be considered clean, and I would like a refund. Mike said he would like to send out a manager to assess the situation, to which I agreed. “Sean”, came out the next day. He again brought in a black light and there was clearly still evidence of dog urine. I also showed him the bag of dirt and dog hairs I had vacuumed from the carpet AFTER they had cleaned it. When I spoke with Mike, the owner, again the following day, even after his manager had STILL found urine spots on the carpeting, had smelled it, and had seen the bag of dirt I had vacuumed, he said he did not see that there were grounds for a refund. He wanted to come out and clean it again, but I told him two chances were enough. If their process did not work on dog urine, or they felt they would not be able to satisfactorily clean my carpet, I should have been informed of that at the start. I eventually had to engage another carpet cleaning company to clean the carpet