Kiwi Carpet Cleaning Service

I called this company based in Texas (they have an office in Marietta, GA) to clean the carpet in my house a week before Thanksgiving, 2005. They quoted me a price of $121 for the whole house to be done(master br, lr, stairs, landing, and two br's upstairs). In this price, I was told they would vacuum and move furniture. The only thing they would not move was electronics, such as TV's, bookcases full of books, and large plants. I agreed, thinking this is reasonabe. When the technicians arrived to do the job, they only had orders to do the mst br, lr, stairs and landing. I immediately called them to get the price corrected before the work was done. I was told it would be an extra $60 for the two br's upstairs, and that they would listen to the taped conversation and if I was quoted that price they would honor it, but if it was a misunderstanding on my part, I would owe the money. I agreed.

My husband and I moved just about everything out of the rooms that could be put in the kitchen floor and bathroom. We helped them move the furniture in the living room. In my bedroom, they did not want to move my vanity, which is on wheels. When they finished the main floor and went upstairs, my husband and I proceeded to put the furniture back where it belonged. I had to clean the baseboards first, as they were covered in dirt from their machine. I was putting the main part of the house back together and did not pay attention to what they were doing upstairs until they got ready to leave and wanted payment.

I went upstairs to get my checkbook, and in my grandchildren's br I noticed that little things were still on the floor under a hanging plant. I started looking at this room hard, because it a little crowded. Next to the stuff in the floor was a shredder, which I had unplugged for them to move, but it did not get moved. This is next to my computer, of which I did not expect them to move, but they did not even move the chair, which is on wheels. I moved the ladder to the bunkbed before they arrived when I unplugged the shredder, but they did not even touch that area either. A tiny tykes table was in the room that is plastic, probably knee high, with two plastic chairs, that could not weigh ten pounds collectively, that did not get moved. A small childs bin with toys that does not weigh 15 pounds did not get moved. The closet door was open and a pj shirt was on the floor behind the door that they did not even bother to ask me to pick up, so that area did not get done. That covers the whole room. Across the hall is an empty br that I was painting with two plants in it. My husband moved one into the bathroom and expected them to move the other one, but they did not. Keep in mind that they are charging me an extra $60 for these two rooms that did not get done.

I went outside to the technician and told her she was not finished. I took her in the house and showed her what was not done and noticed the landing still had a big dirty spot from my dog. It hadn't been touched. It was dry to the touch, and if you moved to the next step, it was still wet from the solution. She said the solution dries fast, but could not explain why it was wet six inches from this spot, but yet this spot was still dirty. She said pet stains were extra. I have cleaned this before, and told her it was not stain, just some dirt that she needed to clean. I told her I would pay her when the job was completed, and she told me she had done all she was going to do. I spoke with her supervisor on the phone, and was told that another technician would come to my home to finish the job. I told her I would pay when the job was done. She agreed. It was scheduled for the day before Thanksgiving. She also told me that she would have listened to the recorded conversation about the price by then, and we would settle then.

I spoke with Tonya on Mon 11-21, over an hour trying to get the price issue resolved. I spoke with Brianna on Tues 11-22, and we could not agree on the price, so she cancelled the Wed appointment until we resolve this issue. On Wed, 11-23-05, a message was left on my answering machine stating that I was misquoted and would have to pay full price for the service. I wrote a letter to the president of the company on 11-21-05 and have yet to receive any response. I have wasted many hours on the phone with them trying to resolve this issue. I finally told them just before Christmas that I was tired of dealing with this and would continue resolution efforts after the holidays.

I called on 1-17-06 and spoke to Tonya and was told that I have been turned over to collections! I was also told that now I am outside the 30-day satisfaction guarantee and nothing could be done. I told her that I never heard about the guarantee, and I was never satisfied. She said that she could see all the times we had discussed the matter, but it is now past the 30 day time frame and she would have her supervisor call me.

Today, 1-19-06 I was left a message on my machine to call and talk to Crystal. After waiting 25 mins and being disconnected, I finally got to talk to her. She said I was going to have to pay the $181, and I would be hearing from their collection department. I told her the work was not done, and I wanted the original price quote honored. She said the re-do was cancelled and that was why I was responsible. I told her that they (Brianna, to be exact) were the ones to cancel the re-do because they changed the price on me and I did not want the work done until I got the original price I was quoted. She said I was under contract and was liable for paying, I told her that they were the ones who reniged on the contract. Again, I was told that they would have to listen to the original taped recording. I told her to go ahead. I also told her that we could forget that each other existed. She said I would have to pay.

Jocelyn Collins

Powder Springs, GA

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