Help me work out what's reasonable here?!

[carpetstress]

Deliberately not posting in AIBU because I'm feeling very fragile!

I'm extremely stressed and overwhelmed atm (I know, who isn't?!) at the end of a house move with two small kids, lots of contractors in new place, no support due to covid, work, study, tonsillitis, blah blah blah...

We booked an end of tenancy clean through a local company, including carpet cleaning. The house clean was fine - they missed a few bits but generally ok.

The carpet clean was not. The machine cut out half way through a room and the guy just left. I had to point out it was half done and get the boss lady to get him to return. When he had finished, I told him I wasn't happy. Admittedly, it did look like somebody had passed a carpet cleaner over it - it had that sort of damp, fluffed up look. But but there were lots of stains and marks remaining. He told me "the machine can't get everything" and left.

I had to go back that night with a carpet cleaning spray and a cloth and spend a few hours spot cleaning. It wasn't serious stuff - some marks from kids' washable pens; tea and coffee spatters; mud etc. No massive red wine stains or oil or anything like that.

I have queried the final bill. I've told them I'm willing to pay the full amount for the house cleaning despite the things left undone, but I'm not happy to pay for the carpet clean.

They've responded VERY grumpily, saying the carpets were 'cleaner and fresher', sending me a photo of the inside of a carpet cleaning machine to prove that they got dirt off my carpets (🙄); and expressing disgust that I would 'refuse to pay James for his hard work'.

We've had a to-and-fro where I've said they're welcome to pay James if they are happy with his work, but I don't want to pay for my carpets to have been made a bit 'cleaner' when the contract was to clean them.

They are pushing for me to pay 50%. Is that reasonable? It feels not but that may be my wild levels of stressiness speaking...

Did they do 50% of the rooms to a decent level? If so I’d maybe consider it.

But then again the job was to clean every carpet to a reasonable standard. They didn’t do the job you hired them for. That cost you time and money afterwards.

I think I would push back and only consider paying them if it goes to small claims court. Perhaps write back and reiterate:

The job you were hired for was X, Y, Z and complete carpet cleaning. X, Y and Z were completed satisfactorily. The carpet cleaning was not. First, the job was abandoned. After my chasing, the job was not done to a reasonable standard and I had to complete the work myself. As per previous emails, I am prepared to pay for £££ for the work that was carried out. I am not willing to pay for the botched carpet cleaning. I enclose/have transferred £££ in full and final settlement.

I would also consider adding:

If this can bring the matter to an end, I will refrain from reviewing (company name) on social media.

Not sure if that is a good idea or not. Perhaps others can advise.

Did you take any photos of the finished carpets before you got to work on them?

I would include those with any further correspondence.

Don't threaten social media, that's really nasty and like you're trying to bully for your own way.

Abandoning the job and having to be chased back and still not doing it isn't on though. Don't try and get it for free though. I'd probably pay 30-50%.

I always think how they handle the situation when you are dissatisfied is crucial. They needed chasing and still don't sound like they are taking accountability.

Sorry, I wasn't clear. I'm happy to pay 100% of the house clean, but they want that PLUS 50% of the carpet clean (they itemised the invoice).

We only have 2 carpeted rooms; there were multiple visible stains on both carpets which were removed with spot cleaning.