They have great customer service and on-time. Our carpets are only a couple years old, my cat decided to pee on the carpet only in one area but we decided to have the whole house cleaned, even a few rugs. Got the platinum package with urine removal plus stairs. Total came out to $255. The total was done in less than 1 1/2hrs. When I did the inspection the carpets were damp and I thought they looked great but as they dried they look just the same as the did before. Still got a urine smell. So I bought a bissell and did the carpets again. I started one small section that didn't have urine and the bissell was pulling up dark water. I will b posting a picture of one of the 30 tubs of dark water I pulled. Can't believe I wasted so much money just to have to this my self. BTW, no more urine smell. Carpets look better than new. I want a refund .