Complaints

This profile includes complaints for We Clean Carpet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  We Clean Carpet

  PO Box 202197 Minneapolis, MN 55420-7197

• 

  We Clean Carpet

  451C Lexington Pkwy N Saint Paul, MN 55104-4607

• 

  We Clean Carpet

  3959 28th Ave S Minneapolis, MN 55406-3116

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.

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Carpet was cleaned by We Clean Carpet on 6-17-24. Today is 6-24-25. The carpet is still wet and profoundly sticky. I assume moldy by this time. Service manager wont return my calls. I want my money back and for them to pay for a carpet tear out

  Business Response

  Date: 07/10/2024

  Customer canceled payment through credit card dispute.  We did make arrangements to return to view and rectify any dissatisfaction.  The technician was assigned to return but records indicate that he did not go to the appointment.  For that reason we accepted the customers credit card dispute.  Therefore the customer has already been refunded.  We are not blocking the customer's phone number. The customer has not left any messages that have not been returned.  When the customer calls and the Service Manager is out in the field or on the phone the call will go directly to voicemail and all messages are returned. The automated system directs calls from customers with a completed *********************** in the last ten days directly to the Service Manager.  This may be why she felt her calls were blocked. We apologize for that inconvenience and request that the customer reach out again if needed.  However, at this time because payment has been disputed and the dispute accepted there will be no further action.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  06/21/2023 Carpet cleaner took my $200 cash did not clean carpets Went to car to get phone and my money and instead left

  Business Response

  Date: 06/22/2023

  Our Service Manager has investigated an the technician did not just leave with the money as described in the complaint.  However, he absolutely did not spend a sufficient amount of time on site to have completed the amount of work on the invoice in a manner that would produce acceptable results.

   

  Our Service manager is reaching out to the customer to make arrangements to resolve the issue by providing full redo service at no charge with added services at no cost.

   

  We will inform when complete

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We Clean Carpet ruined **** square feet of carpet in my home. I've tried several times to contact them but they only call back and let the phone ring once and then they hang up before I answer the phone. Since I won't use their service anymore, they will have to pay me for the ruined carpet to be replaced. There are tiny pieces of dust particles floating up from the carpet constantly, which is not healthy for us. Please contact them no later than December 30 2022. If you have an emaiI, I can send you a copy of the receipt.

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ok so, I scheduled a cleaning for my couch chair and ottoman (which as advertised should be free! The rep arrives and tells me that it will cost 300$ to clean my furniture! I didnt agree and then he said if I cancel I have to pay him 70$ cash for cancellation fee! (Which again they dont have a fee for that) I told him I will not pay a cancellation fee nor pay 300$ when I was told it would be 70$ for all furniture and includes a bunch of perks for that price.(which was a lie) then I called dispatch and they told him to call supervisor which he did! The supervisor did say it was 70$ for the clean and that they would get spots up as well! And also supervisor said they do not have cancellation fees that it was a lie by *********************************** furniture in less than 10 minutes and did a horrible job and it looks the exact same and spots where still there! When rep **** his stuff out he was mumbling stuff and scratched up my wall from machine made a ton of water mess throughout my home and slammed my door! I checked how much he charged my card and it wasnt what I agreed to he charged me 105$ without my permission! (Which is fraud) I called company and they ignored my concern and didnt allow me to speak to supervisor or anyone else! This is not ok and I will not allow this at all! Super upset!

  Business Response

  Date: 12/12/2022

  Our goal is to make every customer happy and regret we couldn't this time even though we tried our best. We quoted this customer $69.50 to do a basic wash on a couch loveseat and ottoman. When my technician got there he inspected the upholstery and they were extremely soiled but were in good physical condition. My technician recommended having them power scrubbed, and since there was some organic stains he told her that he should use an enzyme on those spots which are an additional charge. He also told her that since the upholstery was in good physical condition that once the cleaning was done she should put a sealant on it to protect it from looking that bad in the future. She declined the professional recommendations. At that time the technician got a manager on the phone and the manager gave the technician permission to discount that add on services for one piece and the customer agreed to add the $20. The customer agreed to the price before we ********************** it. This was recorded on our phone line and I am trying to upload the MP3 of the recording but the file type is not supported. Can I email it to the BBB?

   

  In regards to the snow on the floor, my technician did wipe it up and the customer said to not worry about it because she was going to "DEEP MOP" the floors anyways. The customer said she was happy with the service when my tech was leaving and said "Merry Christmas!" These interactions were also caught on recording because the technician that had his headphones in was on the phone with a manager.

   

  Again, we want every customer to be happy, we get paid for our services and she required more services to meet her expectations. Since she declined the services her expectations were not met. 

  Customer Answer

  Date: 12/12/2022

   I am rejecting this response because:
  
  This is all lies I never spoke to the tech when he left he actually scratched up my walls and did t even say he was leaving. And to be clear I didnt agree to any extra fees after the tech claimed to have cleaned my furniture it was the exact same as it was when he came NOT CLEANED! And to be honest he wasnt even in my house for more than 10 min! Impossible to have cleaned the furniture mostly 3 pieces! This company is a total fraud and make up so much storys that I will never recommend them as it shows in their review nothing but negative comments! Wish I would have looked before wasting my time! But will have them repair the damage to my wall from tech and honestly regret even allowing them to come in my home! God dont like ugly and this company should be closed down! Disgusted with the company is no where near what I should say!

  Business Response

  Date: 12/16/2022

  We have the utmost respect for our customers and we apologize if the rep did not convey that to you. Of course, his side of the story, along with the recordings paint a different picture, but the customer is always right. We guarantee our work 100% and would love the opportunity to rectify anything you're concerned with, per our contract and what you purchased. 

  Customer Answer

  Date: 12/19/2022

   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. All I would like is my money back and damages to be paid for. I do not want to have them in my home nor to redo what they didnt do just a refund and pay for damage to my wall thank you

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had a scheduled carpet cleaning on Nov 10th. I have used their service many times in the past. ******* blew a fuse and took out half the outlets in the kitchen. The circuit would not reset so he left. I had an electrician fix the issue on Nov 11th and rescheduled. The Co reps always have the customer sign a receipt and take the payment prior to the work. I have tried to get a refund or have the work completed and the company has not responded. ******* was here today, then left without doing anything or explanation! I have left multiple messages with the bookkeeping **** and the service manager and have yet to talk to a live person that can tell me anything. This has gone on for 4 days and I was hoping to get the work completed today since they never offered to refund me. This has been the worst customer service that I have ever experienced!

  Business Response

  Date: 11/16/2022

  There was a terrible mix up with our scheduling software. After the technician arrived he had equipment issues and we arranged another technician to go to the customer home. Our schedulng software kept thinking the job was already completed.  We have refunded the customer and apologized.

  Customer Answer

  Date: 11/16/2022

   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. I am glad that I am finally getting a refund but I am deeply disappointed that the entire situation went on for 4 days without any personal contact.  A simple email, text, or phone call could have kept my business.