Reviews

Review Details

• Review fromTom A

  Date: 05/21/2024

  1 star

  Tom A

  Date: 05/21/2024

  I hired *********** for a routine cleaning of our two "like new" ***** ***** rugs, but it turned into a nightmare.Background: These rugs are in our rarely used formal living/dining room. Although they didn't need cleaning, we decided to have them cleaned during home renovations.Issue: Initially, the carpets looked fine except for the tangled mess on the fringes. We placed them back and didnt notice a problem until the holidays. Thats when we noticed there were huge waves throughout the length of the carpets, creating a tripping hazard. *********** advised us to reverse roll them, which worked briefly, but the waves returned. We tried this a couple of different times, thinking it would eventually work but it did not. When we contacted them again, the owner inspected the rugs but became defensive, claiming the damage was pre-existing and refusing responsibility. The issue is that the carpets now have large waves throughout them and are unsafe.Damage to Carpets: *********** cleaning left my carpets with irreversible damage. They wont lay flat and have waves running through them, making them look terrible and creating a safety hazard.Poor ***************** *********** was rude and dismissive, offering no solutions or compensation. They showed no interest in resolving the issue or ensuring customer satisfaction.I am utterly disappointed with Gallagher's Rug & Carpet Care. Their unprofessionalism, poor customer service, and lack of accountability ruined our carpets. I strongly advise anyone considering their services to look elsewhere. Save your time, money, and carpets by choosing a reputable and reliable company instead.

  Gallagher'S Rug & Carpet Care

  Date: 05/21/2024

  We are disappointed to see that you left this review despite the facts surrounding this situation. Your statements in this review are entirely false, and we are a company that prides itself on our integrity, so its important for us to correct the falsehoods presented.
  
  
  1. Your rugs arrived at our shop with rippling issues that were well-documented both on our intake notes and photos.
  We take photos of every rug or piece of upholstery that we clean prior to beginning the cleaning process in order to ensure that we have a full picture of the state of any given item prior to service. In this case, as our owner showed you while he was at your home, there are photos we took at the time of drop off that show ripples in the edges of the rugs. 
  2. You contacted us 5 months after we completed the rug cleaning to tell us you have rippling concerns. 
  Despite the amount of time that passed (well outside of any warranty period) and despite the fact that the rippling was not caused by us, we sent our owner to your home to discuss your issues and try to find solutions. Five months after the cleaning was performed, many things could have happened with those rugs to cause the preexisting rippling to get worse. 
  3. We discovered that your rippling (prior to the cleaning and currently) is being caused by the fact that you are placing these rugs over carpet and under heavy furniture. 
  That is certainly not our responsibility, though we did take the time to discuss this with you in depth to try and help. Not only did you not want to hear it, you refused to hear it. The placement of the rugs on top of wall-to-wall carpeting as well as underneath furniture are the number one and number two risk factors for rippling to occur. Any type of area rug, whether it be synthetic, wool, cotton or even cowhide will tend to bunch and buckle when placed on top of carpeting. This is well known in the rug industry, and we would encourage you to ask around to confirm. Any reputable, knowledgeable company will advise you that it is nearly impossible to prevent shifting and moving when rugs are placed on top of carpeting. It is unreasonable in this case to assume that the rugs would not shift positions, and there is nothing we do in our cleaning process that would solve or prevent this issue. 
  Put simply, for the reasons stated above, we are not responsible for the rippling in your rugs. We have well-documented evidence and a solid reputation for transparency to back this claim.
  
  You have not treated us fairly as a business. Please consider removing this review.