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Business Profile

Carpet and Rug Cleaners

USA Clean Master

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

This profile includes complaints for USA Clean Master's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

USA Clean Master has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • USA Clean Master

      503 E Jackson St Tampa, FL 33602-4904

    • USA Clean Master

      4820 Bay Heron Pl Tampa, FL 33616-2937

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 hired this company to clean my sectional of basic stains. They presented to me in mid-January as competent to clean my couch, but rescheduled the appointment twice. Despite sending pictures beforehand, their technician said on the first visit that he needed a special chemical for my sectional and would need to reschedule.All this was fine, but during the next visit, the technician's machine BROKE DOWN AFTER spraying my sectional with chemical. It started LEAKING WATER and flooded my apartment. The technician then took off without cleaning the water and took my couch cushions WITH HIM. He kept them with himself for a TWO WEEKS, and rescheduled again three times, before bringing them back, HALF-CLEANED and SMELLY. He basically ruined my couch. I will not name the technician, but he has been mentioned in other ****** reviews for the company.Mind you, by this time I've been without my couch for close to FOUR WEEKS. The company then sends another technician who says that the couch looks like a pet urinated on it, and takes out dirt/grim from my couch as shown in the attached photo. This was AFTER the couch was with the first technician for >2 weeks to be cleaned!!After the company fully ruined my couch, they started deflecting responsibility and made statements such as, "did we ever tell you a time frame within which we will clean your couch? We can take the time we need." They refused to come to any meaningful solution after rendering my sectional useless.It is not just that they destroyed the color and texture, they filled my couch with PUNGENT smell that is so bad for the lungs, and refused to take responsibility.The address listed for the company on the website is of an apartment building in ******! It also operates under many, many names and complex corporate structure. I have send demand letters to as many related companies as I could, as expected, NO RESPONSE. They have a fake address, they will NOT take responsibility, and they do a terrible job.

      Business Response

      Date: 05/09/2024

      We have resolved the issues directly with this customer.

      Customer Answer

      Date: 05/09/2024

       
      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,

      ***********************

    • Initial Complaint

      Date:07/17/2023

      Type:Service or Repair 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.
      Multiple carpets were taken from my home for cleaning. This required moving a few pieces of furniture most notably the bed so that one carpet could be removed from underneath it. 2 weeks to later carpets were returned wrapped in plastic, upon removal and after replacement of carpet back under bed a notably strong mildew/ sewage type smell was noticed. We contacted the company who works out of Brooklyn ** , who told ** they couldnt help us if we didnt remove the rug from under the bed. Two weeks earlier they were able to remove the carpet but not once a complaint was filed. The carpet must have been left wrapped in plastic while wet for an extended period of time for the mold to grow inside of it. Spoke to *** at their offcie who informed me that their policy is to not remove carpets from beneath furniture. Not sure how its possible to bring a carpet to a cleaning facility without removing it from under furniture.I am seeking reimbursement of ****** as I will need to have this carpet re-done if I am able to salvage it. I have upload my receipt for reference. I do not want this company back in my home.

      Business Response

      Date: 08/07/2023

      The customer contacted us to fix the smell for the area rug which was still disturbing him. We agreed to help & scheduled an appointment.
      However, since we dont move furniture,we asked the customer in advance to make sure the rug is prepared for a pick-up service again. Unfortunately, this not done, the technician couldnt complete the pick-up redo service.
      The rug cleaning service doesnt include service to move the furniture. The technician isnt supposed to do it for insurance reasons not to damage anything. Even if sometimes the technician does a favour to any customer out of his good will, it still isnt included into policy of the Company specializing in cleaning.
      With this explained to the customer,we asked customer to take care of the preparing the rug for the pick-up again & that we were ready to reschedule the appointment. Yet he refused to do it. We respect his decision, yet this isnt something the technician should do during the pick-up appointment.

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This company made an appointment with me from **** arrived at **** after ignoring my calls all morning. Was told charges would be $99 than after ALREADY in my home and starting they said $360, than $250 and were threatening me if I didnt pay. Terrifying experience and to make matters worse they didnt even clean the entire couch. Just the frame. NIGHTMARE. Id like to be refunded to the original price I was quoted. 16 phone calls have been ignored.

      Business Response

      Date: 05/08/2023

      We had the situation closely reviewed & contacted the customer to solve the issue the same day. We reached a resolution & the customer is satisfied.

      Customer Answer

      Date: 05/09/2023

       
      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,

      *****************************

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair 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 12/03/22 I reported to **************** a technician from US ********************************************** arrived to do a basic cleaning of my sofa. The sofa is less than one year old and in excellent condition and I just wanted to maintain the cleanliness. The technician didn't pay any attention to detail, Technician did not clean my two pillows and did clean the seams of the sofa but only the face. When cleaning dried you can see the seams of the couch are different colors. The worst part we were to receive a hypoallergenic basic cleaning and the technician put a fragrance on the coach without our request. My partner and I broke out in a rash and were itching for days. We are unable to enjoy our semi-cleaned sofa. Our skin is sensitive to Frangrance. The technician is not returning our calls and the company will not let me escalate this complaint to their managers or directors. The company claims there are no other technicians available in the area. They have left me with a more costly issue by getting the chemical/Frangrance out my sofa.

      Business Response

      Date: 01/05/2023

      USA Clean Master is a nationwide cleaning and restoration company serving multiple locations and working with reliable, professional and experienced contractors for many years.  Therefore, we have numerous DBA names which is legal and does not violate any governmental laws of the country. The main goal of the team is to provide an excellent and satisfactory service to every customer. It can be easily checked online by various positive reviews proving a great customer experience we offer.
      Thank you!

    USA Clean Master is NOT a BBB Accredited Business.

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