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:08/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company was at my residence on 8/17/2022. They are using a bait and switch tactic to syphon off customers from Elite Carpet Carpet and Floor Cleaning in ********** **. I had used the ********** business before and called in July to schedule another visit. When I googled Elite Carpet Cleaning **********, their phone number came up. I called them believing they were the company I used in the past. When I made the call the person answered simply "hello." I said "Is this Elite Carpet of **********? I used you before?" The person said yes, I am on vacation but remind me of your address. I gave them my address and he said "Oh yeah, I remember." Which was a lie. I asked are prices the same and he said yes. When he arrived (an hour late) he immediately began his work. I asked what happened to trucks they used that had the water and electricity self contained. He said because the price of gas has increased, he switched to portable cleaners. (That is a lie. Only the ********** company had those. He knew I was believing he was **********'s company and continued to allow it. Then between doing the second floor and the first floor he told me the price of $690. I showed him the message from the original company when I first used them that said it was $220. He said "that's the other Elite Carpet." I was angry at myself for being so stupid. But, since he already began he assured me he would do a very good job. After he left, I realized the fuses in my upper floor were blown due to his equipment. He didn't even tell **** also noticed he was using the toilet on the first floor to empty the water from his machines. Unfortunately the toilet was stopped up with dirt and hair and needed to be treated and plunged. I reached out to them via email, ******** direct messenger, and phone and they finally responded offering me 20% off the next cleaning. I asked for a 25% refund. They refused.

  Customer Answer

  Date: 08/22/2022

  The request for 25% refund is because I feel they have been engaging in deceptive practices to siphon customers from Elite Carpet Cleaning of Leominster to their business. This becomes a problem as their costs are $690 versus $220 from the other company. 

  The service was not worth $690 since they also blew my house fuse and clogged my toilet. 

  Bur mainly they had several chances to clarify during my questions that I was not a prior customer with them. 

  I admit it was equally my fault. I assumed I had contacted the correct company. Buyer beware. 

  But a discount off their cleaning will support the mistakes with the toilet and fuses and to agree they were not as forthcoming as they should be. 

  I have since reached out to the correct company and I am not their only customer they have done this to.