Complaints

This profile includes complaints for Shirden's Cleaning Service Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shirden's Cleaning Service Inc. has 2 locations, listed below.

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  Shirden's Cleaning Service Inc.

  1705 Jeffrey Lane Hebron, KY 41048-9529

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  Shirden's Cleaning Service Inc.

  PO Box 39 Hebron, KY 41048-0039

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:01/06/2023

  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 had my carpet professionally laid in my house in May 2021. An older dog of ours occasionally urinated on the carpet. We contacted S******'s to have our carpet cleaned after she passed away. The carpet was really damp yet had a gorgeous appearance. We installed fans on it and performed a potential wetness duration search on Google. 72 hours was the response. It finally dried. A few weeks later, all the stains returned, the carpet seams became immediately noticeable, and the padding beneath the carpet appeared to be bunched up. When I phoned S******s again, they questioned me as to why I hadn't called them right away to let them know how saturated the carpet was. Sincerely, I had never had my carpet professionally cleaned and was unaware that it wasn't the way it should have been. Then they returned and cleaned the carpet again. It didn't stay wet for too long after and still looked beautiful. A few weeks later, the stains had returned, the seams had become more obvious, and the bunching had gotten worse. Therefore, I made yet another call to them, I was told that He would contact his insurance company to submit a claim, as they couldn’t keep coming back out to clean. The insurance claims specialist arrived, took a few pictures of the few stains, and then went away. A few weeks later, I received a letter stating that, as a result of his research, S******s was not responsible simply because the stains were present. Ignoring the fact that the carpet's padding is entirely destroyed and that, as a result of how damp the original cleaning left my carpet, the seams are now tearing. I wanted to write to alert people to call them if their carpet is quite soaked. Due to their inexperience and ignorance of the fact that they left my carpet overly wet, I now have to replace my carpet at my own expense. Never would I suggest them to anyone.

  Business Response

  Date: 01/11/2023

  We originally cleaned carpet for **** ******** on 5/17/22, about 4 weeks later she called back and say to many of her stains had returned, so we returned at no charge and cleaned the carpet again on 6/15/22. On 8/16/22 I was contacted by **** ***** asking that we replace his carpet, I tried to explain to him that if there are satin in the padding due to dog urine they will resurface over time, and that I would refund the cost of the cleaning since they were not satisfied.  He stated that a carpet company, that he would not tell me who they were said we ruined his carpet and he wanted us to pay for replacement. I told him that it was not our responsibility to replace his carpet due to returning stains but I would contact my insurance company and have them take a look at it.  They did go look and determined it was not our responsibility to replace the carpet.

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The carpet company that had originally laid the carpet **** Flooring is who came out and stated that the carpet padding was ruined.  The complaint isn't for the stains, I realize that the reoccurring stains aren't your issue. The issue is that the carpet is ruined, due to the saturation of the carpet after your cleaning.  That has led to the the waterproof carpet padding being ruined, which has now resulted in the seams splitting and the padding continuing to bunch up so that the carpet doesn't lay flat anymore. Which is exactly what I told to the insurance adjuster who came out. The original complaint states "That you have ignored the fact that the carpet's padding is entirely destroyed and that, as a result of how damp the original cleaning left my carpet, the seams are now tearing. I wanted to write to alert people to call them if their carpet is quite soaked. Due to their inexperience and ignorance of the fact that they left my carpet overly wet, I now have to replace my carpet at my own expense."  You are still ignoring this fact and I am unable to make it any more clear. 

  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 04/28/2023

   In response to the questions, I do not know if the customers carpet was left damp for too long because as they stated, they did not reach out to us for four weeks after the original cleaning.  We have not had this issue in over 25 years in business, and do not know why it would have happened to them.  The original complaint was for stains coming back, which does happen sometimes when pets saturate the pad with urine, because we are cleaning to the carpet backing and not the padding.  They are now saying we have damaged the pad and caused the seams to tear.  In addition to carpet cleaning we also do water damage restoration and carpets that have been saturated with clean water can be saved by drying them out.  I did contact my insurance company, and they did send an adjuster out to look at the carpet, i assume that means there was a claim set up but I do not have a claim number or denial letter, they contacted me by phone after they went out.  My BBB Accreditation is very important to me and I want to do everything I can to keep it, but I am not willing to pay $3,900.00 to replace someone's carpet when we did not cause the problem, I can be reached anytime at ###-###-####.
  
  Thank you,
  
  Jeff S****** 

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  1. In response to "In response to the questions, I do not know if the customers carpet was left damp for too long because as they stated, they did not reach out to us for four weeks after the original cleaning."  That's correct, there were no after care instructions nor direction given about the carpet after it was cleaned.  As I stated I had never had my carpet professionally cleaned and was unaware that it wasn't the way it should have been. I am not the professional, if it was an expectation that I should know this then its my expectation you should provide aftercare instructions.

  2. In response to: "The original complaint was for stains coming back, which does happen sometimes when pets saturate the pad with urine, because we are cleaning to the carpet backing and not the padding." That is incorrect comment. Again, as I stated in the complaint A few weeks later, all the stains returned, the carpet seams became immediately noticeable, and the padding beneath the carpet appeared to be bunched up.  It wasn't just about the stains, it was all inclusive. 

  3. In response to: "but I am not willing to pay $3,900.00 to replace someone's carpet when we did not cause the problem." You are correct that you didn't cause the initial problem of the dog stains nor their reoccurrence. Again, the entire complaint is about the additional problems caused because of the carpet being left to saturated by your company, and you not providing clear expectations on what to expect after carpets are cleaned.  

  
  
  Regards,
  
  
  
  ***** ********