Complaints

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on March 18 , 2024 we gave this company a carpet to be cleaned.To date carpet has not been returned. It is apparently either been lost or misplaced by them. To replace the carpet we estimate to be around $1200.00.They are offering either a used replacement or a refund $449.00 minus $180.00 for the cleaning fee total estimated of $269.00.this is not enough . Since carpet was used we have requested at least $449.00 as we can't pay a cleaning fee on an item that was never delivered or if they prefer we can have our carpet back .this company presents itself as LAVAFAN but that name is not in public records. The only Company we found under that address is Expert Cleaners which it looks strange as we don't know if this company LAVAFAN is real or not.The phone No. they gave for Zelle payment is ********** belongs to Expert Cleaners

  Business response

  01/23/2025

  En Experts Cleaners, valoramos profundamente la confianza que nuestros clientes depositan en nosotros y lamentamos cualquier inconveniente que hayamos podido causar durante la entrega de su alfombra.
  Nos gustara reiterar que, segn los registros de nuestro equipo, la alfombra fue devuelta en estado ntegro, sin daos y cumpliendo con los estndares de limpieza ofrecidos en nuestro servicio. Nos esforzamos por brindar siempre un trabajo de calidad y cumplir con lo prometido.
  Entendemos que esta situacin pudo haber generado molestias, y por ello, le ofrecemos nuestras ** ******** disculpas. Nos comprometemos a seguir mejorando nuestros procesos para garantizar que cada experiencia con nosotros sea completamente satisfactoria.
  Si tiene cualquier otra inquietud o desea discutir ** a fondo esta situacin, no dude en contactarnos directamente al [correo ******************************************************* Estaremos encantados de atenderle y buscar soluciones adicionales si es necesario.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 8, 2023 Experts Cleaners/ Lavafan Rug Spa took a rug for deep cleaning. When the delivery man arrived, he stated hesitation that the rug was fixable, given the amount of mold. I told the delivery guy to please not take it if the believed the problem was not fixable. He called the owner of the business and decided to take the rug and give it a try.I messaged the owner through the Lavafan Instagram page and told them that if they believed the problem was not fixable, to please NOT proceed with the services. She insisted that they would do all they can and believed they could fix the problem. The cost of service was $175.On June 12, the rug was delivered to my house. The rug was still covered in mold stains. I told the owner that I wasn't at all satisfied with the service given the rug was still stained. She became very agitated over the phone and hung up on me, and instructed the delivery person to take the rug.When I told the company that I was willing to pay $40 for the the delivery, they stated that I had to pay the full $175 otherwise they would sell my rug. This is completely unacceptable, especially when I asked to please not proceed with the service if they believed the rug was not salvageable.I am asking for my rug to be returned, and for them to accept the payment for the delivery.

  Business response

  01/24/2025

  Estimado/a cliente/a:
  
  
  En primer lugar, ofrecemos nuestras ms ******** disculpas por los inconvenientes causados con relacin al servicio de limpieza de su alfombra. Queremos informar que se realiz todo lo posible para eliminar el moho presente en la alfombra mediante un lavado profundo, aunque lamentablemente no se logr eliminar por completo.
  
  
  Sin embargo, quisiramos aclarar que fuera de esta plataforma logramos conversar con usted y llegamos a un acuerdo: la alfombra sera devuelta ya lavada sin que usted incurriera en ningn costo. Cumpliendo con este compromiso, la alfombra fue entregada sin ningn cargo de nuestra parte.
  
  
  Asimismo, hemos sido informados de que, en esta pgina, usted mencion haber ofrecido un pago de $40. Queremos reiterar que ese monto nunca fue recibido por nosotros.
  
  
  Reiteramos nuestro compromiso de brindar un mejor servicio en el futuro y agradecemos su comprensin en este caso particular. Si tiene alguna otra consulta o comentario, estamos a su disposicin.
  
  
  Atentamente,
  Experts Cleaners

  Customer response

  01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

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