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:08/05/2022

  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 contacted Gator Clean Aug. 1, and made an appointment for them to clean three rooms of carpet, (less than 750 sq ft) for today, Fri., Aug. 5. I was quoted $50 to $60 per room, When the two techs arrived this morning, I was told it would be $225 and both techs said the owner would take money out of their paychecks if they used more than the allotted cleaning chemicals, but the lead tech agreed to only charge me $200.
  
  They started cleaning at 9 a.m., and were "finished," by 9:30. I let them know that I couldn't tell the carpet had been cleaned at all and was not satisfied! I also told them that I didn't feel the lead tech had covered all areas of my carpet and seemed to be going "willy nilly," with the machine (it had a giant pad on it and did circular motions). They did nothing but make excuses.
  
  I asked for a refund because the company did NOT clean my carpets; in fact, you can't tell a difference in the carpets from before they arrived this morning and when they left. There are still highly visible stains in my living room,
  
  Again, the two techs only made excuses and told me to wait for up to 48 hours to see if I still thought the carpet wasn't clean. Before they left, I again let them know I wasn't satisfied. When they left, I texted them and asked for a refund and again told them I was not happy.
  
  I called the number listed on Gator's website and left a voice mail that expressed my extreme disappointment, Imagine my surprise when the lead tech tested me to ask if I had called because all calls go to her. I said that I was trying to reach the owner and she said she (and her husband) were the owners.
  
  Wow, so the part about them getting their paychecks hit for extra chemicals was a lie?!
  
  I'm filing this complaint because I feel it was a bait and switch with regards to price and the fact that this company DID NOT CLEAN MY CARPET! I don't want anyone else to go through the same experience.
  
  I'm incredibly upset over having spent $200 for NOTHING!
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Mrs. ****** I have already refunded you the amount for your cleaning. My GPS shows both my technicians were in your home for well over an hour. You have damage where an area rug sat in your living room as well as bleach spots on the carpet. You have a Berber carpet which is a plastic fiber. the edges
  where the rug sat are heavily abraded which is not an excuse. you have bleached spots on your carpet. They attempted to show and explain to you multiple times as you berated them. literally saying "blah blah blah" as they attempted to show you. You had an area rug over this area that caused the damage. you were quoted for 3 rooms and had 4. We lowered the price to $200? Where is the Bait and Switch??? I do not understand anything about your paycheck comment this is not true at all. I am not her husband either. You did however continue berating Daniele through text after she left your house. She was simply attempting to be professional and thorough and explain through photos the damage of your carpet you were seeing since you would not let her explain.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I stand behind my complaint and deny berating your employees (one of which is your wife). The fact remains that my carpet was NOT cleaned and al I heard was excuses. I have used other carpet cleaners in the past and have always been satisfied. I appreciate the fact you recognized your business failed to do the job I hired you to do and rightfully refunded my money.