Service Magic contractor Kwik Klean - bad customer service

Service Magic has generally been a good source of referrals for us. We’ve used them a couple of times in the past for other services, with generally excellent service from the contractors they have referred.

We moved last week (finally) and the first thing we did was have the carpets cleaned and have a cleaning service to scrub the place down before furniture and boxes were unloaded and unpacked. We used Service Magic to get referrals for a carpet cleaner, and after getting estimates and interviewing several companies we chose Kwik Klean (www.kwikklean.com). We chose that company because we were dealing directly with the owner and figured that he would give us good service since it was his own company. We were very, very wrong.

Immediately upon walking through our home, he wanted to charge us more than the agreed upon price for the small baseement space even though it was a room as part of the quote. After settling on the agreed upon price, Bob began to clean the carpet. My wife was surprised that none of the stains came out, and was disappointed that the carpet looked no better than before the cleaning. When I came home later in the day, it was clear to me that the carpet still appeared dirty.

The carpet in the house isn’t new, so we weren’t expected it to look like new when cleaned, but we were expecting the dirt to cleaned out. It’s been about 10 days, and we used Resolve on a couple of the stains, and the stains immediately came out. My wife called Bob to let him know, and Bob went on the defensive a little but finally agreed to check his schedule to see when he could come back out. At this point, nothing in the conversations were adversarial, but were simply discussions… then came the email.

I don’t care what kind of service business you have, laying into your customer via and email tirade is bad service at its worst.

Updated 9/18 - This issue has been resolved with Bob from Kwik Klean. Follow the comment string and you’ll see it was a complete misunderstanding that was blown out of proportion. Although well within my right to keep the email up, I’ve decided to take it down because everything is resolved.