ComplaintsforMontgomery's CarpetsPlus, Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  contracted with montgomery carpet to clean the carpet in two bedrooms. The technician (Austin) came to our home to give us an estimate. we agrred on the price of $200 for both bedrooms. On the wayout, he asked if we wanted to include the area rug in our great room at no extra charge. I expressed my concern about the color (ruby) fearing that it would bleed onto the tiles and grout. He said there would be no problem. I have pictures of the/Users/ronniehotz/Desktop/ronnie photos 2021/IMG_1520.HEIC damaged rug. will try to attach to this email.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/04) */ Austin was originally contracted to clean 2 bedrooms of carpeting. MCP never charged customer to clean those area rugs. The color did not bleed onto the grout, they were cleaned and lifted all the dirt off the rug and they were lightened (they have never been cleaned before). There for the color did change.. It is now lighter due to the fact the dirt was all lifted from the fibers. We have sent out Austin and one of our owners Mark to look at the rugs. Mark went out there and raked the carpet because the customer was complaining the area rug had "lines" in the carpet. After that they were still un-happy so Austin (the cleaning technician) went back out to use hot steam to push the fibers all one way. We have made every attempt to make the customers happy. They had an old dirty area rug that is now clean. Which allowed the fibers to stand back up. This is inherent characteristic in a cut pile carpet. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our rug was neither old nor dirty. It hardly gets ny traffic and was in perfect condition with no dirt, spots or stains. Austin came to give us an estimate on cleaning the carpet in 2 bedrooms. As he was leaving, he asked if we wanted to clean this area rug. I said it wasn't dirty and I would be concerned about the color (ruby). He said it shouldn't be a problem. When the rug dried, it was all streaked. I called Montgomery and they sent Mark to rake the carpet. He vigorously raked the carpet, damaging the fibers and the beautiful pile and texture or our rug. As we were still dissatisfied, he sent Austin back to clean it again. There was no improvement. My rug is ruined. I will try to attach a picture.

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