Fully Completely Inc. Cleaning And Restoration

Summary - we hired them to clean our non-stained, but dusty from renovation carpet. They created a stain, they made the stain worse, they frayed and destroyed the carpet and are unwilling to discuss it. We will be suing them.

We hired Fully Completely to clean our carpets because of dust from a renovation - there were no stains. One of the rooms had musical equipment that they were instructed to clean around. They moved a vintage metal music stand and placed it back on the wet carpet - this caused some rust stains. I was able to mostly clean the stains myself (using dish soap, which I saw recommended on a carpet cleaning site), but requested that they return to fully remove the stain they caused. When they came back, they used some cleaning solution on the rust, and then noticed some other small stains in another area (where they went to clean a mark left by their machine) that they offered to clean (they used the same brush that had just been used on the rust). This transferred the rust to that area. After many attempts and phone calls with Kim (the rude office manager) and failure to return my call as promised, I was eventually offered that if I drive to Newmarket from the Beaches (over an hour round trip) I could pick up a $20 bottle of carpet cleaner for free to do it myself because I was too far (I wasn't too far when I paid for the cleaning, there was just some minimal surcharge).
They eventually agreed to come back out and clean the stains they created. They have completely destroyed our carpet by trying too aggressively to remove the stain. They tried blaming the fact that I tried cleaning it myself, however as you can see in photos that it looks much worse after their attempt to "clean" than after my attempt to remove the stain they made. By the time they left, the carpet was horribly frayed in that room, the orange stain remains, it's now lighter around the stain than the surrounding carpet, and the orange stain in the secondary stain area remains. I called the office and was told that the owner was out for the week, and to call back on Monday. On Monday, Kim told me that he would not be willing to “take this call", and that he hired her to “field calls like this so he doesn’t have to” and that she's never known him to replace a carpet that they have damaged.

We will be suing them