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Good Morning Mr. Conlon.

We appreciate you taking the time to let us know where you felt we fell short on our service. We pride ourselves on our customer service and we want to know where we can improve, so all feedback is good feedback.

We noticed that you rated us low on our timeliness. Our records indicate your appointment was scheduled for an arrival between 8 am to 9 am. Our technician arrived at 8:30 and was there until 9:45 am. We would like to gather more details on why we were ranked so low for timeliness when we were within the window of arrival promised, we welcome all suggestions on how we could improve. We definitely don’t want our customers to feel that their time was not a top consideration for us.

In regards to the price change—We try our very best to price jobs as accurately as possible over the phone based on the information given to us. We were not aware when speaking with you over the phone that there was a urine issue with your carpet; therefore, no Pet Urine Removal Treatment was quoted. When our technician, Chris, arrived and did the FREE PURT evaluation the extent of the urine damage was discovered and the only remedy was to indeed utilize the PURT treatment and sanitize, which was necessary in order to correct the situation. Urine leaves microscopic crystals within the carpet and though we have vortex suction you cannot be assured of extracting each and every microscopic crystal, therefore, PURT is applied to kill the odor-causing crystals, and sanitizer to make the areas healthy for your family. These treatments are not included in our basic cleaning quote and are an optional addition, however, they do increase the cost. The additional treatments are not mandatory but we are sure to give full transparency for all of our services and make sure customers are aware as to why we suggest the additional services. In order to guarantee odor removal PURT was our only option.

We welcome you to call us to discuss this matter further. We are available Monday-Friday 8 am-5 pm, Saturday 9 am-12 pm. Thank you again for your feedback, we look forward to hearing from you.

American Chem-Dry commented on 10/25/2017