On Monday January 15th I took an 8 x 10 wool rug to have cleaned at Serve Pro Nederland. I have used them before. I was told it should be ready on Friday, the 19th. The ice storm hit on Tuesday. I called to check on the rug's status Friday morning and was told it would be two or three weeks due to the ice storm. I was told they are an Emergency Services company and those come first. I obtained the regional manager's name, Lucas Bell and spoke with him. He assured me that it wouldn't be near that long. I called today, the 23rd to check on the status and was told they had 65 more emergencies come in and they hadn't even started on my rug. I was unable to contact Mr. Bell to find out why. I called the Corporate Office and was basically told that each Serve Pro is locally owned and Corp really doesn't have a lot of control over them. I contacted another franchisee from a different city and was told they would meet me half way and have my rug back by Thursday noon. I went to pick up my rug and the only words spoken was "May I help you?". I gave them my name and after a few minutes two guys loaded the rug in my truck. No thank you, sorry we couldn't help you, don't come back, etc.
It would only take an hour or so to clean the rug. At 2:30 today there were three (3) guys in the office and another three (3) in the outside work area. Seems like cleaning a small rug would be quick extra revenue since six (6) weren't out in the field working. Guess not, so it seems to me if you don't have an emergency SERVE PRO NEDERLAND doesn't want your business.