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| - This company has Great Customer Service & their services may have suited me had I not had a family of 9, including 6 small children. I had the following services ~ Carpets x 3 Small Bedrooms, 8x10 Area Rug & Tan L Shaped Pillow Back Sofa. After the Technician left, I noticed the carpet was still laying down near the entryway so I used a fork to lift it and sand (thanks to my kiddo's sand filled shoes) was popping out everywhere; they supposedly used a carpet rake & industrial vacuum... Next, ONLY my sofa cushion tops were cleaned, not the sides, pillows or base (the pillows weren't able to be cleaned b/c the hand buffer machine would have torn them, this is what I was told by the Technician & Manager). Carpet (About 1.75/3 Rooms were cleaned (due to stationary furniture) & L Shaped Sectional cushion tops (2 large & 1 chaise lounge cushion) was $266.88. What's the point of scheduling a service and charging full price for a partial job... I've been cleaning this tan sofa by hand for years & was looking for a deeper cleaning. Last, they had my wool rug for over a month and returned it filthy. The Manager picked it up and it was returned much cleaner, but not as clean had it been soaked in water (as they said it would be when I asked during scheduling, they agreed and moved on, even though this isn't their process; I was later told, after receiving my filthy rug back, that they use the same process as carpet cleaning, so I'm not sure why they took our rug for over a month in the 1st place). I spent a ridiculous amount of money for these services, for the results that I received. I was frustrated, disappointed and in tears when I talked to Customer Service. So now the billing; I called and paid for the rug immediately after the Technician picked it up, including a tip for pickup & drop off. For Carpets & Sofa, I paid partially in cash then the rest on a card, with the Technician, including a tip. When I received a bill for the Sofa & Carpets I immediately called, they did some research and found that the Technician "forgot" to give them my cash payment; more like pocketed the cash & didn't inform them that I paid the cash - Unbelievable! Then I receive a call, after my rug has been dropped off, picked up & dropped off again, 6+ weeks later, stating that they're trying to process my rug payment and it's not going through, which I told them I already paid over the phone, with a Representative, when they initially picked it up. Then I question them as to why they would even consider processing a payment 6+ weeks later?! Over the course of over a year, YES OVER 1 YEAR , I've called their Customer Service Department & Billing Department at least 20 times, because I've received a bill EVERY MONTH. Every time I've been assured that my account is in good standing. Now I've been sent to COLLECTIONS! I called Kiwi Billing yesterday and spoke w/Rebecca, she said it was an error & that it would be taken care of (I've heard this for over a year now, but okay, fingers crossed). I call the Collection Agency & leave a message stating exactly that. Rebecca calls back to say that an invoice was never created, which created this issue and that she's in contact with the Collections Agency, via e-mail, for removal. After reading reviews on this company and the thorough services outlined, I was excited & had high hopes. I loved their products and it smelled wonderful!!! They weren't equipped to clean a pillow back sofa, which was noted during scheduling, yet I wasn't informed that they were unable to clean my pillows. In this case, I would have gone with a company that was capable of doing the entire job. They surface cleaned my area rug twice over the course of 6+ weeks, after expecting it to be properly soaked in water & only receiving a surface cleaning (still filled with dust & dirt!!!). Their heavy duty vacuum turned out to be a normal vacuum. I spent hours trying to resolve ongoing billing issues. Now collections. I feel defeated and to say that I'm disappointed would be an absolute understatement. The only service that would have been sufficient for our family would have been the sofa, if they were able to clean the ENTIRE sofa, and only because I cleaned it regularly. Had my sofa been a hot mess, I feel that steam cleaning would have been the only way. If I didn't have such a large family and just needed a surface clean, this would have worked. I needed the big guns and Kiwi pulled up with a Nerf. Steam Cleaning for us.
In Response to Angela E. of Kiwi Services:
Yes, thank you for removing the 2nd Rug Charge; as I paid the balance in full on 3/21/17 over the phone w/a Representative by the name of Patrick.
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