ComplaintsforThe Specialists

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the transaction was December 7, 2021. Attached the pertinent information The amount was $104.00 The rug was cleaned to the best of their ability but they do offer a 100% money back guarantee.Called the following day December 7, 2021 to discuss the traffic wear issue because the previous day around 1 p.m. I was told that traffic wear is not an issue that cannot be corrected and that it would take 1 half weeks to clean the carpet so I contact the company around 11 am the following day 7th and the carpet was already cleaned even after I had wanted a call back or to discuss with them the morning of December 7th which was too late the concern of the trafficed area that could not be corrected. .

  

  Business response

  01/17/2022

  Thank you for the opportunity to share our experience with this customer. We received initial phone calls and went through scenarios over the phone at length with Ms. ******** about what we would reasonably expect from a polypropylene rug that has not been maintained as we would like to see. The nature of polypropylene lends to wear and grayed traffic areas when outdoor shoes are worn frequently in the same traffic pattern atop the rug, usually around furniture. Rotating the rug, vacuuming 2-3 times per week and professional cleaning help minimize this effect.  We discussed sending us a photo of the rug to better gauge its condition, which the client obliged.  Once received, we reiterated via phone conversation and in text "we will do our very best, wash and rinse it until the water runs clear as we do with every rug that comes to us. We cannot guarantee and will not be able to remove a wear pattern because it's damage, not soil."  

   

  Our message to her "Oftentimes, we decorate out entire rooms around a rug. The value in cleaning a rug is to maintain the aesthetic appeal and cohesion of the room's decor as well as removing allergens from the rug to keep your indoor air environment healthy. Both of these things will be accomplished by cleaning, so I believe it's worth it for those reasons. However, if appearance of the rug itself is your focus, I will say there will be a traffic pattern that appears matted in the areas where the furniture did not cover the rug. This is called "traffic wear" and happens over time and is irreversible. The appearance of the grey will be lightened and colors may look more vibrant in those areas but not as vibrant as the areas that were covered by furniture. If you're planning on putting the furniture back in the same spots, the rug will still look freshened up." 

   

  We spoke at length via phone through multiple phone conversations that the grey area she sees is called "traffic wear" and is much like the knees of a pair of jeans when they appear discolored in comparison to the rest of the jeans; you can wash the jeans and they're clean, however, the knees are worn and damaged and cannot be repaired through washing.  This analogy is given to all customers regarding traffic wear and has always been understood and accepted.  In this particular situation, the customer simply wanted a different answer which is why we spoke about it through multiple conversations prior to the rug cleaning and I even mentioned perhaps to forego cleaning as it cannot look brand new, if that is her goal.  For the condition of the rug, we were happy with the outcome and stand behind our service that washed it more than she paid to have it cleaned and had it ready for her in less than 2 days.  We over delivered in less than what was scheduled.  We are sorry it didn't work out this time, however, we stand behind the effort, service and care that we put into educating on, cleaning and servicing this rug to the best outcome possible.

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