Good work but poor communication
My experience with Alberta Carpet Cleaning started out really well. We have a three story townhouse we are prepping to sell and wanted to get the carpets cleaned while we were away for the weekend.
After booking the appointment the office had no problem with us leaving a key outside of our house for the tech to use and get in. The instructions were for him to enter the house, review the work to be done and call me with a full quote, perform the work, and then leave through our garage so that our key wouldn't be outside of the house for longer.
From here, some communication issues started to happen. The confirmation phone call went to our house phone even though I requested all communication to go to my cell phone. I was able to get the message before the office closed so I called back to confirm and didn't lose my appointment. The time I was told was that he would arrive between 8-9AM so I was expecting a call by shortly after 9AM to let me know that he arrived and the total cost. I called the office at 10AM to inquire about what was going on as I hadn't received a call and was told the technician would arrived between 11-12PM so I continued waiting. Ended up calling the office again at just before 12:30 wondering where the technician was and he called me shortly after saying he arrived. As requested he gave me a full quotation before starting work and told me it would take approximately 2.5 hours to complete. I approved the work and requested he contact me before leaving my house so I can confirm that he exits properly.
I ended up calling him at 4PM as I hadn't heard anything yet in regards to his status and it turns out he finished 45 minutes later and didn't call me. He stated that the office was supposed to call me, which they didn't. He also didn't leave through the garage as requested and just put our key back outside.
We arrived home the next day to find the carpets were clean however still damp. The typical measures I've read about in other reviews are for the technician to open the windows (if weather permits, which it did not), turn on the furnace fan, turn up the heat inside, and turn on any fans to help with air circulation. None of this was done so we ended up having to do this on Sunday to finish drying the carpet and to vent the wet carpet smell out of the house.
Overall, we are happy with the cleaning that was done, just the overall customer service experience was quite poor. Likely would not use this company again despite the other high reviews they typically get
- Approximate cost of services:
- $575.00
- Company Response
Dear Chris,
We are happy to hear that you were happy with the overall carpet cleaning service that was provided to you. We appreciate your feedback in regards to the poor communication you experienced.
We want to let you know that we take this feedback very seriously and we are implementing changes to correct this type of communication problem that you experienced, so it does not repeat itself in the future.
We value our customers and their business and would like to thank you for using Alberta Carpet Cleaning.
Hope to hear from you again,
The Team at Alberta Carpet Cleaning