Our Satisfaction Guarantee & Service Promise
Because Outstanding Service Shouldn't Need Fine Print!
As the owners of Chem-Dry Metro, Kellie and Antonio Lewis believe that exceptional service still comes down to the simple things: treating people with respect, working with honesty and integrity, earning trust, and taking genuine pride in our work.
Every client matters to us, and we aim to provide the same courtesy, care and reliability that we would expect when inviting a service professional into our own home or business. That commitment is at the heart of our Service Level and Satisfaction Guarantee.
When you welcome someone into your home or workplace, you deserve more than carpets or upholstery that simply look cleaner. You deserve to feel confident that you have chosen a professional company that will respect your property, communicate honestly and complete the work to the highest possible standard.
For nearly two decades, we have built Chem-Dry Metro on honest advice, quality workmanship and a genuine commitment to doing every job properly, not by taking shortcuts. Every member of our team is professionally trained, fully insured and committed to providing careful, respectful and reliable service from the moment we arrive.
No reputable carpet cleaning company can honestly guarantee the 100% removal of every stain or completely reverse years of wear, bruising, damage or discolouration. However what we can promise is that we will be upfront about the likely outcome and do everything reasonably possible to achieve the best result for your carpets, rugs and upholstery.
Should you have any concerns about our work, we will listen, respond promptly and take reasonable steps to make things right.
Our Service Promise:
Every service we provide comes with our commitment that we will:
- Provide honest advice and realistic expectations before we begin
- Arrive on time (or contact you if we're delayed)
- Explain exactly what results you can expect
- Give you an upfront pricing estimate with no hidden surprises
- Treat your space and belongings with care and respect
- Use professional equipment & industry-approved cleaning methods
- Ensure you're happy with the completed work before we finish
- Clean up after ourselves before leaving
Our Satisfaction Guarantee:
Your satisfaction matters to us. If you feel we haven't delivered the service we promised, simply let us know within 7 days of your appointment. We'll return promptly to inspect the areas you've identified and, where appropriate, re-clean or rectify any issues relating to our workmanship at no additional charge.
Our goal isn't simply to clean your carpets and upholstery. Our goal is to earn your trust and become the company you confidently recommend to your colleagues, family and friends.
Honest Expectations Produce Honest Results:
Professional cleaning can produce remarkable improvements, but it's important to understand that some conditions cannot be reversed.
Results are influenced by factors including:
- Age & Condition
- Fibre &/or Fabric Type
- Previous Cleaning Methods
- Permanent Staining
- Dye Damage
- Sun Fading & Fume Fading
- Bleach Spots & Colour Loss
- Wear and Traffic Lane Abrasion
- Pet Urine Contamination
- Pre-Existing Damage
During our inspection we'll explain what improvements are realistically achievable before any work begins. We'd rather under-promise and exceed expectations than promise miracles that simply aren't possible.
Why Our Customers Trust Us:
Unlike many cleaning companies, we don't rely on subcontractors.
When you book Chem-Dry Metro, you're choosing a locally owned Melbourne family business that's been trusted by thousands of homeowners and businesses since 2007.
Our technicians are:
- IICRC professionally trained
- Police checked | Working with Children’s check
- Experienced stain removal specialists
- Experts in pet urine decontamination
- Specialists in carpet dye repair and bleach spot restoration
We're passionate about producing exceptional results because our reputation depends on every job we complete.
Important Information:
Our Satisfaction Guarantee covers the quality of our workmanship and the professional cleaning services performed by Chem-Dry Metro.
Because every carpet is different, we cannot guarantee removal of permanent stains, restoration of worn carpet fibres, correction of pre-existing damage, or outcomes affected by bleach damage, dye instability, severe pet contamination, or other conditions beyond the control of professional cleaning.
We'll always discuss these limitations with you before work begins so you can make an informed decision.
DIsclaimer: While we will always do everything reasonably possible to achieve the best result, professional cleaning cannot reverse permanent staining, fibre damage, discolouration, wear and tear, or restore an older carpet to an “as new” condition. The final outcome will depend on factors such as the carpet’s age, condition, fibre type, previous treatments and the nature and severity of the staining.Carpets affected by pet urine, vomit or faeces can be particularly unpredictable. The acids, salts and other contaminants found in pet waste may permanently damage carpet fibres, weaken backing materials or destabilise the original dyes. In some cases, the full extent of this damage may not become apparent until treatment or cleaning has commenced.Our Service Level and Satisfaction Guarantee applies to the quality of our workmanship and the service we provide. It does not guarantee the complete removal of every stain, odour or pre-existing condition, nor does it cover permanent damage, colour loss, dye instability or deterioration caused by pets, age, wear, previous cleaning attempts or other factors outside our control.
