We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Carpet and Rug Cleaners

Lava Steemer

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction: 4/1/25
    Price of service: $599
    Description of service: Company was to clean one 8x10 rug and an 8 ft sofa.
    Issue: Was quoted $60.00 to clean the sofa and $100 for the rug. When it came time to pay, the technician refused to leave without being paid $599.00. I have in writing that the price was $160.00 in total and was told I could take it up with the owner. I have small children at home and did not feel it was smart to have the situation escalate so we paid the money. When I contacted the business, they refused to refund the money and said they would only give me a discount on the next service.

    After looking into this further, I see a TON of reviews now on ******** where people have been taken advantage of by this company the exact same way I was. I would like something to be done to keep them from scamming other customers of a lot of money.

    Also, should mention they were only on site for one hour and there are still stains in the rug and on the sofa..

  • Initial Complaint

    Date:05/02/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid this company to clean my couch on Saturday, April 6, 2024. I noticed after the couch dried that the couch was still dirty and had a significant amount of shampoo left in the fabric causing the fabric to be stiff. I contacted them again to come back to fix this and they cancelled on me multiple times/did not show up during our scheduled time and did not communicate with me about anything. When I attempted to get a partial refund due to the continued issue of dirt and shampoo in my couch, they at times lied about the state of the couch and denied that there was shampoo. Additionally, they would not tell me the owner of the company or who I could contact to request a partial refund. They lied to me about their names and who worked at the company consistently and kept saying they would come to fix the issue, even though they had promised this multiple times to do this in the past and had not shown up. I declined them coming by again due to all the lies they had told, as well as the way they were speaking to me and continued to ask for a partial refund. They hung up on me multiple times and then started screening my calls and not answering. I am seeking a full refund. I have text evidence of our communication and phone records which I am happy to provide upon request. Pictures, unfortunately, are of little use as you cannot see the shampoo clearly, but it was obviously there based on the feeling of the couch.

  • Initial Complaint

    Date:11/27/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made an appointment to have couch cleaned on *****. They quoted me 50 dollars but did not confirm 50 per couch cushion. My sectional plus small area rug totaled $500. Despite being misled I paid without issue and per their request left a review on Yelp. Review stated they charged me 500 and were four hours late but other than that were polite. Monday morning received a response from owner stating I was being false and that the price was my fault because I was high and drunk which was not true and even if it was it can be argued you all took advantage of me and then tried to slander me publicly by casting blame on to me. This has caused me emotional and financial turmoil as I had to pay $500 dollars to be insulted and have my character attacked for sharing my personal experience which is well within my right and does not warrant such an attack simply because it does not line up with the false perception the company is teething to give. I will never use or recommend them again and if I didnt think it would cause more stress I would try to get my money back. Any assistance is appreciated.

    Business Response

    Date: 02/28/2024

    Dear customer,
    I hope this message finds you well. I'm writing to address the concerns you've raised regarding your recent experience with our company. Firstly, I want to express my sincere apologies for any misunderstanding or dissatisfaction you may have experienced.

    Upon reviewing your account of the situation, I understand that there seems to have been a miscommunication regarding the pricing of our services. I want to assure you that it was never our intention to mislead or deceive you in any way. We strive to be transparent and upfront about our pricing to ensure our customers feel informed and valued.
    Regarding the timing of our service, I apologize for any inconvenience caused by our team arriving later than expected. We understand the importance of punctuality and will take steps to improve our scheduling and communication processes to prevent similar issues in the future.

    In response to your concerns about the Yelp review, I want to clarify that our intention was not to cast blame or discredit you in any way. We value all feedback from our customers, whether positive or negative, as it helps us improve our services. If there was any misunderstanding or miscommunication, I apologize for any offense caused.
    Please know that we take customer satisfaction very seriously, and we are committed to addressing your concerns and making things right. I would appreciate the opportunity to discuss this matter further and find a resolution that meets your satisfaction. Please feel free to contact me directly at ************ so we can discuss this matter in more detail.
    Once again, I apologize for any inconvenience or frustration this situation may have caused you. We genuinely value your business and hope to have the opportunity to regain your trust.
    Thank you for bringing this matter to our attention.

  • Initial Complaint

    Date:09/22/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 24, 2022 said company came to "clean" spots on a carpet. A serious pink spot from a stained cloth near a humidifier had leaked water - colored pink from the cloth. There was one moderate sized stain. This company was chosen since they claimed to not use chemicals, etc. and were "safe" cleaners. After they left it was VERY CLEAR THAT THE **** WAS WORSE. The workers did not soak up the stain first, they simply sprayed it with whatever...and began using a machine to "clean" the carpet, and this simply spread the stain...and to this day, we are having to continue to work on it to improve on the mess they left. We have tried several times to contact the company and they do not respond. We paid $200 for this and we did the job after they left. I have contacted them over and over...We do have photos of the "job" before and after and since this is a new computer, I am uncertain as to how to send them to you.I do not want this kind of "service" happen to anyone else...and please contact me. I'm happy to work with you for a resolution which helps us all...and addresses the fundamental issue - that is the incompetence of the company and the additional damage to the carpet.

    Business Response

    Date: 02/28/2024

    I hope this message finds you well. I appreciate you reaching out to share your concerns regarding the carpet cleaning service provided by our company. We take customer feedback very seriously, and I sincerely apologize for any inconvenience or dissatisfaction you experienced as a result of our service.

    Upon reviewing the details you provided, I understand the gravity of the situation and the disappointment you must feel regarding the outcome of the cleaning process. Please know that this is not the level of service we strive to provide, and I want to assure you that we are committed to resolving this matter promptly and to your satisfaction.

    I want to extend my sincerest apologies for any inconvenience or frustration this situation has caused you. As a gesture of goodwill and to make amends for the subpar service provided, I would like to offer you follow-up cleaning service. Additionally, I assure you that we are taking steps internally to prevent similar incidents from occurring in the future.

    Please let me know how you would like to proceed, and I am committed to working with you to ensure that we resolve this matter to your complete satisfaction. Your feedback is invaluable to us, and we appreciate the opportunity to make things right.
    Thank you for bringing this matter to our attention, and I look forward to hearing from you soon.

Lava Steemer is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.