Pacific Carpet Care began in August of 1998, when our landlord gave us a months free rent at the birth of our youngest daughter. We were already trying to balance the needs of our youngest son who was battling Cancer. We took that money and rounded out a rather humble set of carpet cleaning equipment. We also bought invoices and business cards and we were on our way!Eleven years later, We have stepped up to state-of-the- art truck mounted steam equipment, along with much auxiliary equipment to bring you a wide range of services to make your home look its very best. We also have sought to continually educate ourselves through an intense Certification Program, so we are always abreast of the latest industry trends. When your money counts and it absolutely has to be done right the first time, Pacific Carpet Care is the company you can count on!
We offer 24 hour water damage restoration in the event of an emergency. We realize that we cannot be everything to everyone. So, when necessary, we partner with other service providers to make sure that ALL your needs are met. We are always on the lookout for services in related fields that we can offer as we grow. We want our company to be a one-stop-shop for all your cleaning needs.
Highlights and features
- Carpets, Rugs, Upholstery
Reviews (2) Chaos
Nov 28, 2021
Jr
Aug 11, 2021
My experience with the carpet technician was fantastic. The carpets looked great after he was done. But after everything dried I noticed many of the stains came back. But that wasn't the problem. It was how the woman whom I spoke to on the phone afterwards treated me. She was appallingly rude and literally hung up on me. I'm still in shock at how terrible her customer service (and listening) skills were.
Full story below. When stains come back after a cleaning it's called "wicking." I used to be a carpet cleaning tech myself years ago. And when stains would come back we would head back out and just do a simple, quick spot treatment of the stains. It's called good customer service. The cleaning was done on a vacant guest house (converted garage) my wife and I bought and were not living in yet.
Since the purchase, we were dealing with other home emergencies like the master shower (in the main house) not draining, or the toilet that was leaking everywhere, or the cracked foundation, replacing the clogged septic tank, etc etc. There was sooo much to take care of during the first 2 months after moving in. So amidst dealing with the home-repair-chaos mentioned above - I did notice many stains come back just days after the cleaning -- but due to the higher priority life items listed above, I wasn't able to call Pacific Carpet Care about the "wicking" stains until almost 2 months after service.
I call in and politely tell her the situation that a lot of stains re-appeared after drying. Well before I could even ASK what I was looking for (which was simply for someone to come to a quick spot treatment to remove the leftover stains. Not a refund. Not a full, new cleaning for free. Just spot treatment) She went into full blown attack mode - and flat out treated me like I was one of those nightmare-ish, unreasonable customers who demands refunds over the smallest of things. Ummm.
I'm not that guy. Hell, I even tipped the tech when was done! Yet, I was treated like the slimiest, over-demanding customer she's ever talked to. The moment she discovered it had been almost 2 months since the cleaning, she refused to listen to anything I had to say. Constantly interrupting me, painting me as a cheap customer, assuming SO much without even listening.
Now I'm not stupid. I fully realized that calling almost 2 months after service doesn't entirely work in my favor. But I know for a fact that these stains are the same stains from before the cleaning. So I called prepared and *tried* to explain my situation with constant interruptions and rude disbelief on her part. I offered before and after photos with timestamps of the same stain patterns (which she refused to look at).
I also told her that I used to work in the carpet cleaning business and that "wicking" isn't abnormal. It happens. Her response was something like "I've been doing this for X amount of years and stains just don't come back like that! They must be from the movers shoes, or yourself. It's been 2 months!" No matter what reasonable/logical point I would make regarding the stains coming back (or why I wasn't able to call in until 2 months after service), she just wasn't going to have it and ***hung up on me.*** I've worked in service-based industries for most of my life and I can't even imagine treating an honest, well-meaning customer this way.
I was really shook after this call as I rarely ever encounter drama or being treated so poorly. Again, she never even asked what it was that I was looking for. She only argued, didn't listen, interrupted, and hung up on me. They may do their best work when the come and do the job. But beware if you ever have to call back as you'll probably be treated like complete dirt.
I would never recommend this company based on how their main point of contact treated me. My real estate broker, who used to send business their way, said that based on how I was treated (which is the opposite of how he treats his customers) -- he's no longer going to send any clients to Pacific Carpet Care.
Full story below. When stains come back after a cleaning it's called "wicking." I used to be a carpet cleaning tech myself years ago. And when stains would come back we would head back out and just do a simple, quick spot treatment of the stains. It's called good customer service. The cleaning was done on a vacant guest house (converted garage) my wife and I bought and were not living in yet.
Since the purchase, we were dealing with other home emergencies like the master shower (in the main house) not draining, or the toilet that was leaking everywhere, or the cracked foundation, replacing the clogged septic tank, etc etc. There was sooo much to take care of during the first 2 months after moving in. So amidst dealing with the home-repair-chaos mentioned above - I did notice many stains come back just days after the cleaning -- but due to the higher priority life items listed above, I wasn't able to call Pacific Carpet Care about the "wicking" stains until almost 2 months after service.
I call in and politely tell her the situation that a lot of stains re-appeared after drying. Well before I could even ASK what I was looking for (which was simply for someone to come to a quick spot treatment to remove the leftover stains. Not a refund. Not a full, new cleaning for free. Just spot treatment) She went into full blown attack mode - and flat out treated me like I was one of those nightmare-ish, unreasonable customers who demands refunds over the smallest of things. Ummm.
I'm not that guy. Hell, I even tipped the tech when was done! Yet, I was treated like the slimiest, over-demanding customer she's ever talked to. The moment she discovered it had been almost 2 months since the cleaning, she refused to listen to anything I had to say. Constantly interrupting me, painting me as a cheap customer, assuming SO much without even listening.
Now I'm not stupid. I fully realized that calling almost 2 months after service doesn't entirely work in my favor. But I know for a fact that these stains are the same stains from before the cleaning. So I called prepared and *tried* to explain my situation with constant interruptions and rude disbelief on her part. I offered before and after photos with timestamps of the same stain patterns (which she refused to look at).
I also told her that I used to work in the carpet cleaning business and that "wicking" isn't abnormal. It happens. Her response was something like "I've been doing this for X amount of years and stains just don't come back like that! They must be from the movers shoes, or yourself. It's been 2 months!" No matter what reasonable/logical point I would make regarding the stains coming back (or why I wasn't able to call in until 2 months after service), she just wasn't going to have it and ***hung up on me.*** I've worked in service-based industries for most of my life and I can't even imagine treating an honest, well-meaning customer this way.
I was really shook after this call as I rarely ever encounter drama or being treated so poorly. Again, she never even asked what it was that I was looking for. She only argued, didn't listen, interrupted, and hung up on me. They may do their best work when the come and do the job. But beware if you ever have to call back as you'll probably be treated like complete dirt.
I would never recommend this company based on how their main point of contact treated me. My real estate broker, who used to send business their way, said that based on how I was treated (which is the opposite of how he treats his customers) -- he's no longer going to send any clients to Pacific Carpet Care.
