Independence Carpet Care LLC

Over the last 3 years we have tried Independence 3 times. The first time went well. No real problems. A year later when we asked them back they showed up with a truck that couldn't service our second floor facility even though we reminded them that we are on the second floor. I had to wait 5 hours past when they said they would be there before they arrived with a portable unit. The gentleman who did the work did work very hard for us and apologized for the delay. This time we tried them again and they told us they would arrive between 12 and 2. We got a call to confirm the appointment and was told it would be closer to 2. My staff and I moved all the equipment out of the way and prepared for their arrival. At 2:45 I called them to find out where they were. The response was that their truck was down and we would have to reschedule....when were you planning on telling me this? Next week? I told them that this was unacceptable as Friday was our day off and the facility was already prepped. They said they would call us back. When they called again they said that the truck was still not working and they had no way of telling us when they could get to us...Then they hung up on us. Mind you there was no yelling or arguing by either side in the matter....they were just too busy to talk with us and hung up....without rescheduling. By this time it was 3:30. We Called Stanley Steamer right then and they were at our facility and working by 4:45. It may have been unfortunate circumstances but the manner in which the phone calls were handled and their inability to inform us they would be late or maybe never coming is unacceptable in my eyes. We are going with Stanley Steamer from now on.

Rugs were picked up as scheduled on a Monday. I was told the rugs would be ready in 3 or 4 days. The 105.95 was half down on the total bill although they wanted the full amount. When at least two weeks had passed, I called to inquire about status. I was told there was a problem with the large rug (value = $5000.00) and they would bring it out for us to see. There was a grapefruit sized area burned on one edge from putting it in the van next to the hot muffler on a motor. Since the rug had lost its value, the owner agreed to turn it over to his insurance company and we provided a receipt for the $1600+ that we paid for it on a closeout sale. The insurance company sent a release form which we signed before a notary and mailed over a week ago. We are still waiting for the check. The company kept the rug. Since no mention was made of the small rug, I called the company again to learn its status. They agreed to return it several days later which they did and it was not harmed. They did not make any additional cleaning charge although that $105 seemed pricey for that small rug. If we get the check from the insurance company, we will consider the matter closed.

They did a good job. They were on time, kept me informed and their estimate was accurate.