Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Mancuso many times and been quite satisfied with their carpet cleaning services. I have just had my baseboards painted prior to having the final Step of carpet cleaning done (can provide receipts) before finishing up a Reno. I had them in on August 8th, the technician was not very thorough by comparison to past experiences. He also dinged up the baseboards, that were freshly painted, quite badly. I sent photos in at the request of ******* at Mancuso, she called me this morning to let me know there was no way that their very experienced tech caused the damage. She was very rude and tried to speak over me after I listened to her go on about how this was not their fault for almost 5 minutes. I have pictures of the baseboards. I know this was caused by quick pushing of the machine up against the baseboards because I have made similar marks on the baseboards from vacuuming in a rush. It comes off quite easily with a magic eraser. She finished the conversation by letting me know they were not at fault. She never once asked me what I was looking for in the situation. All I would like is for someone to come in and clean off the marks, can likely be done in an hour. And spot wash the carpet where it clearly needed a little extra care. Care that they used to provide with their service.

  Business Response

  Date: 17/08/2023

  On Friday, Aug 11, the business owner, ***** *******, visited the jobsite with the customer, ***** *********.  He was able to remove all the marks off the baseboards, and he treated the areas/spills/dog urine deposits again that she wanted to be cleaned again.  (He also explained the physics of spills/dog urine deposits and how, if they are large enough, they sometimes won’t be completely removed with a standard carpet cleaning because they would have soaked through the body of the carpet to the base and will therefore resurface from the base as the carpet is drying.  He also explained that our staff when he cleaned the carpets at the original appointment had treated these areas two times, once at the start of the appointment and again at the end, anticipating that this might happen in this case.)
  
  ***** indicated to ***** that she was happy with what he had done and that she would follow up with you as such.
  

  
  

  Customer Answer

  Date: 25/08/2023

   

   

  Please be advised that Mancuso Cleaning ha reached out and the owner came and made it right. I am satisfied. Thank you

   

  ***** *********