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Business Profile

Carpet and Rug Cleaners

Chem-Dry of Buffalo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/17/2023

    Type:Product Issues
    Status:
    Answered
    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.
    II need to share that Chem Dry does not stand behind their cleaning services. I had my luxury vinyl plank floors cleaned by Chem Dry on November 26th, and after they left I noticed that my floor was still dirty. I reached out and spoke with the owner, Diane S. and she said they will come back out and re-clean my floor, due to the holidays they came back out this past Saturday, January 14th. While the service technician was at my house, he stated there was no way he could get my floor clean as their equipment is meant for cleaning hardwood floors, not luxury vinyl plank. He instructed me to call the office for a refund. When I contacted the office and spoke to the manager and the owner they stated they are not willing to refund my money. They even sent me an email stating they guarantee their service 100%. I also reached out to the corporate office and because they are privately owned they are not willing to get involved. I’m sharing so you can be aware of their cleaning service and lack of customer service. As a side note, I’ve been a customer for over 20 years.

    Business Response

    Date: 01/20/2023

    We pride ourselves on our services.  Our online reviews
    show over 650 happy customers.  We are sorry to hear you were
    unhappy.  Our 100% guarantee is eligible for a return within 7 days to
    reclean any areas that may not have dried properly.  We extended this
    timeframe to you because of your loyalty for 20 years and returned 7 weeks
    later, after all your holiday entertaining and the wear from your dogs in your
    home.  We have a signed work order from both cleaning that you and you
    husband were both satisfied with the results of our service. 
    Unfortunately, after the verbal abuse with our Manager and also our corporate
    office, we will not be moving forward with any further communication regarding
    this matter.

Chem-Dry of Buffalo is NOT a BBB Accredited Business.

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