Pro Steamers Cleaning & Restoration

POOR CUSTOMER SERVICE BY LACK OF COMMUNICATION- I have used ProSteamers for a few years and even have a service contract with them that gives me a discount for paying for a package of future cleanings. Recently, I scheduled a cleaning and was asked to prepay for the add-on service of Scotchgard application (remember, the cleaning itself was a part of the service contract). I asked why I needed to prepay because I hadn't done so in the past. I was told it's because they have had a lot of cancellations. I accepted that answer and my card was charged about 2 weeks before my scheduled cleaning. The invoice stated there will be a $25 fee for cancellations within 48 hours of the appointment. The day of the cleaning I had an arrival window of 12-4. I rearranged my schedule (including my toddler's nap) so that I would be home and my house would be ready for that arrival time. I prepped the areas to be cleaned by vacuuming and rearranging furniture. At 3:00 I hadn't heard from anyone, so I called the office number to be sure they were still coming. I had to leave a voicemail. At 3:45 I received a call that they had equipment failure and were not going to be able to come and asked if I wanted to reschedule. I was understanding and told them I would set up another appointment with the office. That evening (a Monday) I emailed them to propose some times that worked for me. On Friday, I hadn't heard back so I called and left a voicemail. The following Wednesday, I called again and left a message. The Monday after that I tried another call and left a message. I emailed again that Friday and finally received a call back that afternoon. They said they could schedule it for Sunday afternoon and would consider a partial refund, but needed to check with the owner. On Sunday morning, I got a call they were on their way. I explained that I was on my way out because my scheduled time was 12-4, so they came later at the appropriate time. Before cleaning, Jesse asked if I had any questions, so I asked about the refund and he said he had already put a note in for Vanessa to take care of it on Monday. I waited a week and no refund. I called them. Of course, no return call. I emailed them and got an immediate response from Jesse asking what the refund was to be for. I explained the situation again by copying the text of the previous email expressing my frustration with the lack of communication and inconvenience of rescheduling. I have never heard back from them and still no refund has been processed more than 2 weeks later. I give up, but I thought I would give you all fair warning before dealing with this company.

Great customer service....timley....friendly...and efficient.