ComplaintsforLang Carpet

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They never cleaned my rug. Returned the same dirty rug, still unclean, and charged me for it!! Scam. They won’t give money back. I have time-stamped videos from the night I received the “untouched” rug and the next morning showing me vaccum so much dirt and dust live! This was clearly not a clean rug! Two of the photos here show the junk that came out of the “Lang-claimed-to-have-cleaned” carpet!! And there is a picture that shows how I cleaned the rug on the right side (only with water and a soft cloth) to compare it with the left side, the darker, dirty rug Lang returned to me. The last picture just a portion of the dirty rug. Please know the Lang staff were rude and obnoxious. Refused to reimburse me although they know they did not clean the rug. I read two other reviews from people who said their rug also was not cleaned!! One reviewer said they ruined an expensive one. So maybe they don’t clean it if they think they could ruin it? Nonetheless they are a black spot on Delaware’s business reputation. Dirty dealers. I would like my money paid to clean the rug reimbursed, along with expenses o when incurred in the time cost of having to deal with them. I would also like an apology.

  

  Business response

  09/13/2023

  My name is **** ********** and I have worked for Lang Carpet for 26 years and have managed the company with the owner for the last 2 years. I take personal pride in my customer satisfaction. I had a telephone conversation with ******* ***** on August 10, 2023. She was upset about the cleaning of her rug. I spoke in detail about her rug being soiled , stianed, side pulls, and shading. When a rug comes into our facility the men measure the rug as well as well as note any damage or stians on the rugs. There were many remarks including , very soild, stians, side pulls and shading. I explained to Ms. ***** that we washed her rug with a mild detergent that is designed cleaning wool. I offered to reclean the rug but she wanted us to pick the rug up in New York City, or return her money. She was not willing to work with us to remedy the problem.

  Customer response

  10/18/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Dear Delaware BBB:Hope this finds you well.Thank you for this opportunity to respond. And please know I would not spend my time, or yours, reporting this business if I didn’t feel strongly about it. I am concerned about the ethics of this Wilmington, Delaware, business, the city and state I love.Quick recap:I now live in NYC and my brother, *** *******, of Wilmington, (my hometown which I visit a lot) holds some of my belongings in his storage.I decided to bring the rug in question back to NYC for an event and choose to have it cleaned in DE (vs. NYC).It was a one day trip specifically for the rug. I took a morning train and then left in the afternoon, before traffic.In addition to the cost of cleaning, other expenses I incurred were over $200, including:One-way train ticket of $80 (NYC to DE)- plus transportation to train stationCar rental of $120 (DE to NYC)- plus gas and tollsI had called Lang and explained this situation and the necessary turnaround time. As I don’t have a car, my brother helped me by dropping off and picking up the rug.When my brother picked it up, Lang did not open it and show my brother how it looked. Which is protocol for such businesses.So, we trusted Lang to clean it and brought it back to NYC in the brown paper roll they gave it to us in.When we opened it the next day, it was not clean! Actually disgusting. Who would imagine!!I looked dirty, smelled dirty and I when vacuumed it, an inordinate amount of dirt came out! I have sent photos and videos as proof. Plus reports from other customers who experienced similar treatment.When I called Lang to discuss the situation,  he/Josh was condescending and extremely rude. Did not check into the situation. Immediately denied. Asked me to bring the rug back to Delaware!!He is twisting the conversion when he says I asked him to pick it up from NYC. I said I could not take it back to Wilmington; asked if he would want to pick it up.It is also a falasy to say I am not willing to work with them. It’s actually the opposite, as per the paragraph above and his obnoxious, bullying behavior on the phone.I am not asking for reimbursement of my time, the train or the car. Just that he reimburse the money I spent on a rug they did not clean.I feel I have given plenty of proof on that front. And, ultimately, Lang is at fault for not proudly showing my brother their work, but shoving the rug out the door in tightly wrapped paper.In terms of reimbursement, my brother paid for it on his credit card. All I ask is that he be reimbursed in full. Back to his card. I believe is was around $168.Thank you for your time and attention to this matter.Sincerely, Regards, Complaint ID: 20590767      

  

  Business response

  11/21/2023

  We offered to clean the rug again at no charge and she refused the offer and only wanted her money refunded to her. The rug as I said was very soiled and was in need of a good cleaning but we unfortunately are not magicians and did the best we could. Sorry for any inconvenience or heartbreak this may have caused but we stand firm on the decision we have made thanks again Lang Carpet Wilmington oldest and finest carpet company. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took a rug to be cleaned on 3-27-23. They said I could pick it up a week later. I picked it up 4-4-23 as expected. When I got it home and unrolled it it was still covered with animal hair, lint and animal feces. I was so upset I called right away to let them know how disappointed I was. I had just spent $140.00, and the rug was not clean. I was told I could bring it back, and they would reclean it. The owner was not available until the next day, and said he was not going to reimburse any money. I had explained that I shouldn’t have to drive there again and back to let them fix something they messed up on. They did offer to pick it up days later. I told them this would cause a great inconvenience for me as all the stuff that belonged on the rug was in my guest room, that I needed to use this weekend. I told the owner that I had vacuumed the animal hair and most of the glitter off the rug and scraped off and vacuumed up the feces. I asked that in consideration of my doing half the job if he would reimburse me half the cost an he said no. That they had offered to fix it. I told him there was nothing they could do to fix it. What kind of rug cleaning doesn’t include vacuuming before washing? If they had told me this I would have done it myself on the driveway at home.

  

  Business response

  06/14/2023

  Good Morning

  Miss ******* dropped her rug off 3/27/23.  We recorded on her receipt, prior to cleaning, mutiple problems with the rug that included very soiled, out of shape, backing damaged, worn and damaged ends. Miss ******* admitted to us that someone had given the used rug to her. After she picked the rug up she expressed her dissatfication with the cleaning. We offered to reclean the rug free of charge if she returned it to us. Lang Carpet gives a 20% discount for clening if the rug is dopped off and picked up by the customer. Miss Kl******* received a $35.20 discount on her invoice. She requested an additional discount off 50% to resolve the problem. I offered to pick the rug up, reclean it, and then drop it off free of charge. She refused. We could do nothing else to resolve the problem. We can not be help responsible for pernanent damages that are done to rugs prior to cleaning.

  Thank You

*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. ↩