Newman
Member
Mrs Finkelgroover's 2 star yelp review:
Norm's came out last week to clean our carpets. While I was kept informed, the cleaning crew arrived almost an hour late. The on-site quote differed from the "experienced" quote - almost $100 higher. The reason, I was told, was due to furniture being moved during the cleaning process which I had requested when making the appointment.
The cleaning crew was OK but I felt like I was being taken advantage of by them and their company and I'm not sure they are as experienced as they said they were. It was unsettling that there was such a difference in my phone & on-site quote. Then I was told that they had cleaned under our beds as far as their equipment could reach which was not the case upon a later inspection I made. In addition, one piece of furniture - a buffet in our dining room - was not moved and it is generally a fairly easy piece to move.
While we have 2 dogs and one sheds quite a bit, I was shocked to be able to pull up a lot of her hair after Norm's cleaning process, especially on the stairs. And here several days later, I really see no discernable difference in the carpet pre and post cleaning. So I say Norm's is just an average carpet cleaning company and I think I could have done as good of a job with a Rug Doctor or my own Bissell cleaner.
This was my reply via email. Her response was FU - (add to the acronym list?) Should I post this verbatim as a reply on Yelp?
Hello Mrs. Finkelgroover,
Please allow me to apologize to you for the inconvenience you experienced during your carpet cleaning service. Your satisfaction is very important to me and I appreciate your feedback as it ensures that I not only become aware of, but am being proactive in addressing your concerns and consistently improving our level of service.
I did take a look at some of your other Yelp reviews. I see that you are as ready to give praise as criticism. I am truly sorry that we failed you on so many levels. Thank you for taking the time to review my little company.
Furry friend hair is at times most difficult remove. It entangles itself into the carpet fibers, holding on for dear life as our powerful vacuum passes over. We will gladly return to your home and re clean your stairway paying particular attention to fur removal, for no additional charge.
Moving of a customers personal possessions is a judgement call made on site by us as we clean your home. We strive to take the utmost care of your belongings. There are many reasons why we may opt to not move a particular piece as we are cleaning.
Over the phone I can only provide an estimate of your final cost. As I review my notes on our initial conversation, I find that I neglected to add in the $39.00 cost of cleaning your stairway to the estimate I gave you over the phone. I also did estimate your carpet cleaning without the additional cost of furniture moving. I strive to be through when providing estimates over the phone. I am usually very close, + or - 10%, I apologize for my mistake.
We did measure your home, assess your needs, and give you a final quote before starting any work. From that quote we did not waiver. We also gave you a discount and charged you only $0.45 per square foot, including moving your furniture. For this our normal charge $0.55 per square foot.
As I can accept your public questioning of my 9 years of experience, and the 5 years of experience my son has working with me, I take exception to your public statement of being taken advantage of by Norm's Carpet Cleaning. You had the opportunity to reject our pricing for your home before you approved us to start working. The price you were charged when we were done was the exact price you were quoted before we commenced any work in your home. Yet I do understand how you could feel that way. As my apology for us not meeting your expectations, I will gladly refund to you $73.00, the difference between your original phone estimate and the final price you paid. Please confirm if you wish for me to issue you a refund.
I truly appreciate your business and have taken under serious consideration all of your remarks and the shortfall that happened during your carpet cleaning. I do understand the importance of providing professional service. I hope that you will give us the chance to have your carpets cleaned with us again, so we may have the opportunity to better serve you in the future.
Have a great day!
Chris Newman
Norm's came out last week to clean our carpets. While I was kept informed, the cleaning crew arrived almost an hour late. The on-site quote differed from the "experienced" quote - almost $100 higher. The reason, I was told, was due to furniture being moved during the cleaning process which I had requested when making the appointment.
The cleaning crew was OK but I felt like I was being taken advantage of by them and their company and I'm not sure they are as experienced as they said they were. It was unsettling that there was such a difference in my phone & on-site quote. Then I was told that they had cleaned under our beds as far as their equipment could reach which was not the case upon a later inspection I made. In addition, one piece of furniture - a buffet in our dining room - was not moved and it is generally a fairly easy piece to move.
While we have 2 dogs and one sheds quite a bit, I was shocked to be able to pull up a lot of her hair after Norm's cleaning process, especially on the stairs. And here several days later, I really see no discernable difference in the carpet pre and post cleaning. So I say Norm's is just an average carpet cleaning company and I think I could have done as good of a job with a Rug Doctor or my own Bissell cleaner.
This was my reply via email. Her response was FU - (add to the acronym list?) Should I post this verbatim as a reply on Yelp?
Hello Mrs. Finkelgroover,
Please allow me to apologize to you for the inconvenience you experienced during your carpet cleaning service. Your satisfaction is very important to me and I appreciate your feedback as it ensures that I not only become aware of, but am being proactive in addressing your concerns and consistently improving our level of service.
I did take a look at some of your other Yelp reviews. I see that you are as ready to give praise as criticism. I am truly sorry that we failed you on so many levels. Thank you for taking the time to review my little company.
Furry friend hair is at times most difficult remove. It entangles itself into the carpet fibers, holding on for dear life as our powerful vacuum passes over. We will gladly return to your home and re clean your stairway paying particular attention to fur removal, for no additional charge.
Moving of a customers personal possessions is a judgement call made on site by us as we clean your home. We strive to take the utmost care of your belongings. There are many reasons why we may opt to not move a particular piece as we are cleaning.
Over the phone I can only provide an estimate of your final cost. As I review my notes on our initial conversation, I find that I neglected to add in the $39.00 cost of cleaning your stairway to the estimate I gave you over the phone. I also did estimate your carpet cleaning without the additional cost of furniture moving. I strive to be through when providing estimates over the phone. I am usually very close, + or - 10%, I apologize for my mistake.
We did measure your home, assess your needs, and give you a final quote before starting any work. From that quote we did not waiver. We also gave you a discount and charged you only $0.45 per square foot, including moving your furniture. For this our normal charge $0.55 per square foot.
As I can accept your public questioning of my 9 years of experience, and the 5 years of experience my son has working with me, I take exception to your public statement of being taken advantage of by Norm's Carpet Cleaning. You had the opportunity to reject our pricing for your home before you approved us to start working. The price you were charged when we were done was the exact price you were quoted before we commenced any work in your home. Yet I do understand how you could feel that way. As my apology for us not meeting your expectations, I will gladly refund to you $73.00, the difference between your original phone estimate and the final price you paid. Please confirm if you wish for me to issue you a refund.
I truly appreciate your business and have taken under serious consideration all of your remarks and the shortfall that happened during your carpet cleaning. I do understand the importance of providing professional service. I hope that you will give us the chance to have your carpets cleaned with us again, so we may have the opportunity to better serve you in the future.
Have a great day!
Chris Newman