This job was a referral after having had a favorable job done by ChemDry on my carpets. I recommended them to my brother and made the appointment for him. When I followed up with Betty at the office, after the clean to let them know there were still stains and a pet urine smell, I was told that I did not order the urine removal service and for an additional fee...you know the line. It was the same service that I had ordered for my home including the sanitizer (I have pets). I was also told that nothing was noted on the invoice by the technician's which was a surprise as our technician had stated that he smelled urine in the heating vents. The lack of follow up to make this right and blaming the customer is why I will not recommend this company again. I feel duped and have yet to receive my $20 referral rebate that I can at least give to my brother to buy some deodorizers. Very disappointing after an initial good experience.