Summary: Service paid for did not fix the problem, company did not care since they already got me to sign their contract which basically says that the cleaning service performed by them doesn't need to actually work, just as long as they attempted it then they can charge you. No refund or any attempt by them to make the situation better. My advice, look elsewhere...plenty of better options in the Tri-state area.
Details: I called York Carpet Care to ask if the company would be able to remove a urine smell/stain from my sofa as my dog had soiled it that morning. The customer service representative, Alex, explained that they should be able to take care of that and that she would send a technician to my apartment to examine the sofa. The technician arrived and I showed and explained the issue to him and asked him if his cleaning method would be able to remove the urine smell/stain. The technician responded that he had a urine treatment that he could use that would get out the stain and remove the smell. I also asked if he had worked on similar issues in the past and if he had success with the method and he confirmed that yes he had. I negotiated the price for the work to be done and he spent approximately 30 minutes cleaning the sofa and sofa cushion cover. After he was done I examined the sofa cushion cover and could still smell a strong urine smell. I alerted this to the technician to which he replied ‘The cover needs to fully dry and then the smell will be gone’. I took the technician at his word. The technician then presented me a contract which he asked me to sign. I hesitated signing the contract since in my opinion the job was not completed since the cushion still smelled of urine. The technician told me that if the smell remains after it dries then call the company and they will come back out to redo the cleaning process. I signed the contract and the technician left. After the cushion cover completely dried the smell still remained so I called the company and they agreed to send a technician out. A different technician arrived and performed the cleaning process. After the process I checked the cushion cover and the smell still remained. This technician also asked that I allow it to dry and then follow-up with the company as needed. After it dried the smell remained so I called the company and explained to the representative, Alex, the issue that the smell still remained. I asked if there was any different cleaning method that the company could perform since the two attempts did not get the job done. She said no. I said then in that case I would like to request a refund since the work that I paid for was not completed. She said she had to check with the company owner, Ron, but would be back in touch. A week went by without a call or an email so I called and reached Alex who told me that the owner told her that there would be no refund since the work was processed twice. I informed her that the only reason I agreed to the work being performed is because I was told by the technician that the urine smell would be removed through the cleaning process. I would not have signed the work contract if not for the promise by the technician that the cleaning would be successful. I asked Alex to please have the owner call me to discuss since I was completely dissatisfied with the outcome and the follow-through of his company. She requested I send an email to her requesting the owner to call me, which I did. After no word from the owner for a week I informed Alex via email that I would be filing a formal complaint through the Better Business Bureau. She told me she would pass that email along to the owner as well.