Reviews Gone Bad: A Business Ethics Experience
UPDATE January 16 2024: Time to get carpets cleaned again as we have a weekend training coming up and taking place at our home office. I called Dave at Sparkle Kleen.
Me: “Hi, I would like to book carpet cleaning, it’s been a while”
Dave: “Wonderful, who is this?”
Me: “Jackie on Quentin Ave with Ladybug Wellness”.
Dave, in a long low tone voice: “Oh Hiiiiii! Just the lady I want to talk to….”
Me: “uh oh” …
Dave explained that my review stirred up some major crap in the carpet cleaning industry. In a good way though. And he has been awfully busy because of it too.
He further explained that this fellow I had before operates under 8 different business names with his father. Dave said the guy is young and inexperienced. What happens in a client’s home is not meant to be broadcasted on the internet and this was a huge wake up call for other carpet cleaning services.
We had Dave clean our carpets for a reasonable fee and he took his time doing an amazing job. Yes, my carpets are old Berber style. I didn’t expect miracles, but Dave was able to get them looking their best. Honestly, these carpets almost look new again 😊. Thanks Dave Payne at Sparkle Kleen!!
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This website has always been my outlet, my own little corner of the World Wide Web where I share inspiration, encouragement and personal experiences for the benefit of anyone who finds these writings.
While I usually do my best to share positive experiences, I also see the benefit in sharing some not so positive experiences to “shine a light” on the problem so it can either be rectified and resolved, or at least serve as a warning to others.
Small businesses rely on reviews and word of mouth advertising to promote their business and to attract new clients. We would hope that our goods and services would be appreciated by clients and customers and that they would choose to leave an encouraging and positive review to recommend us to others.
Genuine experiences can be most helpful to the average online surfer looking to find a reputable company to hire or purchase from.
Of course, there are always trolls and hackers as well which can wreak havoc on reputations as online reviews are not easy to edit or delete. Anything posted online is always somewhere in the hauntings of holograms and residual etheric waste.
As I am always keen to try out and promote small businesses, I hired a carpet cleaning company in November 2021. I had previously hired a locally reputable company and was quite pleased with their services, but I had purchased an Auction Net gift certificate for this new business in hopes of saving a few dollars. Another lesson learned that quality and ethics is much more important than trying to save a few bucks.
My previous social media post from 2016:
Jackie N. Rioux September 15 2016: I’m almost a little embarrassed to post these pics, but thank you to Dave from Sparkle Kleen who shined up my carpets and got them looking so much better!
Note: Dave charged me a reasonable $225. for cleaning all the carpets in my home.
Backstory, back in 1991 – 1995, my then husband and I owned a Carpet Doctor carpet cleaning company. I am quite well versed on appreciating the efficiency of a truck mount cleaning service. I also have had my share of client engagement stories through the whole experience of owning that company.
2021: I purchased an Auction Net gift certificate for a “living room, dining room, hallway value $149” for $100. I had missed the other gift certificate for “living, dining, hallway and 3 rooms, value $199”. I called the business and explained that I had the lower GC value and asked if I could use it as the higher value GC and just pay the $50 difference. They said yes that would be fine. I do find most small businesses quite accommodating and if you ask, you may just be able to arrange a deal. In this case, this was probably my first mistake with what happened later in misunderstandings.
Next, there was some miscommunication on booking a date and time. I explained that I needed a proper appointment as I work with client appointments and this cleaning appointment needed to fit into my client schedule. It turned out that he showed up in the middle of a client appointment and I explained that we would have to reschedule as I could not cancel my already in progress client session. He seemed clueless that this was an issue. (red flag #1?).
Once rescheduled, he showed up on time a few days later. I confirmed with him that I had the GC and also confirmed that we had arranged by phone previously that I could use the GC for the higher value service and pay the difference plus the cost of the stairs. He confirmed yes, understood.
I had moved all the small furniture out of the way, and explained exactly where I needed cleaning done in the 3 rooms equivalent. I baked some loaves for a “tip” as I always do that for service workers I hire. In chatting with him, I explained that I previously owned a Carpet Doctor company in Terrace years ago. I helped him move a small couch out of the way to access the next section of carpet. All our cats had disappeared downstairs with all the noise and commotion. Behind the couch, there were a few cat toys and one small dead mouse. I apologized and removed the rodent to dispose of it.
I explained that my ex husband used to tell me of all the rodents and garbage he would suck up the large cleaning hose during his residential cleaning jobs. I brushed off the incident because I know how common rodents are and at least it was only one, and dead.
After the carpets were cleaned sufficiently, this fellow took the baking and headed out to his truck to write up an invoice. I gave him the GC I had. When he came back, the GC was not listed on the invoice, and the total was over $250 for 4 rooms. I questioned his calculations because of our previous conversation and obvious misunderstanding. He apologized and went out to rewrite the invoice. The re-written invoice also did not reflect the GC amount, and this time was for 3 rooms plus stairs at a total of $208. I asked about our previous arrangement with the GC. He nonchalantly said he has different pay grades for coupons. I was infuriated at the cost, but paid it anyway. I had expected to pay about $100 total, given the value discount of the GC I gave him. Then, he had the audacity to ask for a Google Review before he left.
I had to calm myself down to give a review, and to explain nicely my poor experience with his misunderstandings and attitude.
The rest, you can read below.
Note:
Google Reviews cannot be deleted easily, so if you choose to leave a review for any business, please consider the impact of your recommendations and genuine experience.
Auction Net is NOT the issue here. A reputable business should be offering the same value and services regardless of using a gift certificate. Here at Ladybug Wellness, gift certificates are welcomed and valued at the same value as fully paid services.
I will also do my best to offer my services in the best way I am able to give you fair and equal energy exchange.
The original cleaning service work was done well. The issues with miscommunication and attitude, as well as a nasty passive aggressive response more than cancelled out any prior appreciation for this service.
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My post on social media:
Jackie N. Rioux March 1 2022
Rant time. Bear with me, I am kinda furious at the moment. At a time when we should all be supporting small businesses, what I have to say here just grates my nerves right now. Poor business ethics just infuriate me.
First off, as a business owner myself, I have used Auction Net to attract newcomers to my business and to secure some advertising credits. Wonderful opportunity. That should not be the focus of my rant here.
Secondly, as a business owner, I also recognize client/ customer confidentiality as well.
Thirdly, Google reviews can be wonderful word of mouth advertising especially for small businesses. Taking this into account, I have always prided myself on offering a glowing review where I feel credit is due. Not very often I leave a poor review, and even then, I try my best to reflect a positive light with a good explanation of the actual issue. I think that a reputable company would reach out and rectify the actual issue, taking accountability for their part, rather than immaturely putting blame somewhere else. This is where my issue is today.
I hired Carpet Doctor 3 months ago to clean the carpets in my home. The following screenshots outline the issues I had then, while still leaving some positive remarks.
I got an email saying that the proprietor responded to my review. The comment then was something to the effect of the fact that they have had trouble with Auction Net and confusion there and will not be advertising with them again. So I edited my review to reflect that this is not an issue with Auction Net, it is an issue with their own misunderstandings and miscalculations.
Last night, I was checking back on some Google reviews I had made for other businesses and then realized I had never received an alert that Carpet Doctor had edited their comment to “Response from the owner 2 months ago
Thanks for recommending our work, Jackie! It’s not often we find dead mice under furniture when we move it for cleaning but we’re glad we were able to get things somewhat sanitary for you and your clients in your home-based business. Take care!”
I have now edited my review again. I will NOT support or recommend this idiot EVER again! Yes, my review shows up as my Business name, and yes I operate out of my home as current restrictions allow. Yes, I hired a cleaning company for the fact that I do try my best to uphold sanitary standards with having clients here occasionally.
The comment about finding dead mice (plural?) was completely uncalled for and unprofessional. Ok, yes I have cats, and yes there was ONE dead mouse found while he was here. I owned a carpet cleaning company years ago and trust me, one dead mouse is the least of any kind of “normal” sanitizing standards in house cleaning. Nothing mentioned that I had pretty much everything else moved out of the way to ensure he had efficient space to do his work. Nothing mentioned of the original issue. Only a low blow response to call out MY business in response rather than take accountability for the original issue. Absolutely IGNORANT and unprofessional business ethics. Do we now have to be concerned of hiring a cleaning service that they will publicly announce private and irrelevant details of their work in our homes?
Carpet Doctor: Go ahead and edit your comment now after a screen shot has been taken of your immature and ignorant response.
For anyone else reading this rant and not so glowing review, I do want to give a shout out to Dave at Sparkle Kleen. He was the one I had hired previously. Professional, efficient, personable, good communication, and reasonable rates. Everything that I would like to find in a REPUTABLE business that also has been recommended highly via word of mouth and raving social media recommendations as well. End rant. (Please share if you feel so inclined)
Comments
Rhonda Martinez Montanez All I can say is WOW
Jackie N. Rioux ya 🙁
Nicole Smith Wow I definitely won’t use them. His comments are uncalled for and very rude. Sorry to hear he did this to you
Lee Mackenzie Eeeeeeeeeeee
Jackie N. Rioux: Definitely hire Dave at Sparkle Kleen instead. I wish I had gone with him again after my recent experience.
Do not go with anyone else.
Victoria Jose Jackie N. Rioux THANK YOU for the good and bad review 😊
Jackie N. Rioux Victoria Jose I try my best to support businesses and shine a good light. Until they cross me. But even then, I am truthful about the experience.
Alice Payne Sparkle Kleen 250 561 1699 (Note: this is Dave’s mom)
Jackie N. Rioux Alice Payne Hi Alice, please let Dave know that I will definitely be calling him next time.
One Drive folder to view screenshots of the Google Review: https://1drv.ms/f/s!AuMxhvWq2uCLhFVHJHCxlz6e2MgN?e=I2Jqeu
November 2021 post on Google Reviews:
https://goo.gl/maps/eD4v3q3spGaav2Tq8
I was asked to write a positive review after the carpet cleaning service today. I have been mulling over how to write my review truthfully yet positively.
3 years ago I had my carpets cleaned by a highly reputed company who did a wonderful job and charged me $225 total. My home is 918 square feet, not all carpet. I have living, dining, hall, one 8 x 9 bedroom upstairs; a small rec room 10 x 10 area (not all furniture moved), a bedroom with only traffic area (about 14 sq ft) downstairs; plus 11 stairs.
I owned a carpet cleaning company 30 years ago so I am familiar with the business and prefer truck mount thorough cleaning.
I decided to go with Carpet Doctor this time because I won the bid on an Auction Net GC value $149 for living/dining/ hall. I paid $112 for that GC. Unfortunately I missed the GC valued at $199 for living/ dining/ hall and 3 bedrooms.
I called Oct 20 to book the appointment, was told they could get me in Oct 23 in the morning. There was some confusion and misunderstanding in the exact appointment time as I had said I had fluctuating client appointments that morning. The fellow unfortunately showed up in the middle of a client appointment, and as he was booked the rest of the day, we had to postpone until today, November 6. I made sure to be ready this time. He showed up promptly at 1030 am as agreed.
When I had originally booked the appointment, I explained that I had the $149 value GC and asked if would I be able to top up to the $199 value and just pay the extra because I have a couple rooms and stairs. I was told that would be fine. I confirmed this agreement when he started work today that I would pay the extra on top of the GC. I signed the GC and gave that to him.
The tech was professional, efficient, and got some stubborn stains out of the carpets. I was quite happy with the work done. My carpets are more than 15 years old, so I was not expecting miracles, just cleanliness.
The misunderstanding and confusion was when he gave me a bill for $259, charging me for 4 rooms at $48 each and 11 stairs at $5 each. I pointed out that the extra rooms were not 4 rooms, and not even equivalent to 4 rooms. The GC was not shown on the bill. He explained that the coupon packages are different rates, and that he meant to charge 3 rooms. He explained that the rec room and traffic area of the small room, he counted as 2 rooms. (The area cleaned IMO was not equivalent to two full bedrooms). He corrected the bill to $208.95.
I suppose I mistakenly assumed that the total cost for the living areas and rooms would be $199, plus the cost of stairs, then the $149 GC deducted. I had assumed my total bill would be approximately $250 minus the $149 GC, leaving just around $100 left to pay. I did pay the $208.95 plus I previously paid $112 ($100 + tax) for the $149 value GC. I am appreciative that the job was done well, but the calculations and cost have left me quite disappointed. It is just not worth it to buy a GC to use against the cost it seems. For the work done, I would recommend Carpet Doctor. For the cost, confusing misunderstandings and overall experience, I will go back to the previous reputable company I had used before. The point of Auction Net is to give customers a chance to try out your company at a discount. The value of the amount bid goes towards your radio advertising. In my opinion, this is not an opportunity to change your pricing and packages just because someone uses a GC.
I have put in GCs from my business to Auction net. The value of the GC and my regular fees are the same regardless of a GC, so my clients get the value the are expecting across the board.
3 months later I realize that the proprietor has changed the response from the issue of the auction certificate to mentioning that we found ONE fresh dead mouse under the couch. (I have cats). Thank you so much for pointing that out for my wellness business and the sanitary conditions here, which I do my best to uphold. Is that something to be mentioned online? NO! UNPROFESSIONAL low blow! I definitely will NOT be using your service again.
Response from the owner:
Thanks for recommending our work, Jackie! It’s not often we find dead mice under furniture when we move it for cleaning but we’re glad we were able to get things somewhat sanitary for you and your clients in your home-based business. Take care!