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| - I was very pleased with the carpet cleaning job Excel did for us and originally gave them a 5-star rating. Stephanie could not have been any more friendly and helpful and knowledgeable. It was easy to make an appointment, even using texting and email, which is very convenient for me. Chris called on his way and was very prompt. He was friendly and professional and even protected my doors and walls, which may come into contact with the hose or wand. I appreciated the care he took. He also vacuumed first, which I have never had another company do. He did a thorough job and it looked great!
Unfortunately, I was less pleased with the upholstery cleaning they did for us recently. We had a "new-to-us" sofa, either vintage or reproduction, we weren't sure, but it was in amazingly good condition and surprisingly clean. Nevertheless, we wanted it professionally cleaned, too, along with 2 chairs, and Stephanie assured me Chris would evaluate upon arrival to determine if the items could be safely cleaned without damaging them. He felt they would be fine, but couldn't guarantee the degree of improvement we might notice, which I understood, and he was done very quickly.
They have a Two-Week Unconditional Warranty, which, in an email, stated : "Once everything dries please give us a call if you notice anything that needs attention. Remember our 2 week guarantee even covers NEW spots so don't worry, we will take care of it! We want you to be completely thrilled with your service, so please let us know if there is anything we can do better!" I may have been mistaken...maybe it doesn't apply to upholstery? I waited a few days until it was thoroughly dry, but there were some areas on the sofa which, oddly enough, looked worse after the cleaning. It is a cream color and I suspected perhaps the back was dusty and only part of the dust was extracted, making visible uneven areas. It was nothing horrible, but I do not feel it is out of the ordinary to not want to pay $150 for sofa and chair cleaning and have the sofa look worse in spots, instead of better. I hoped Chris could easily remedy the problem and I was happy to know they advertised standing behind their work. I was also appreciative Stephanie immediately replied to my email and set up an appointment. Chris did, thankfully, come back at no charge, but he was clearly annoyed at doing so, almost to the point of being rude. He was able to, in a few minutes (without even using the truck-mounted system), remove the areas of concern with a dry-cleaning solvent and cloth. I was appreciative he did so, but may be hesitant to use them again, because of his defensive attitude when asked to stand behind the work he did and honor Excel's warranty.
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