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Business Profile

Carpet and Rug Cleaners

Kiwi Carpet Cleaning

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

This profile includes complaints for Kiwi Carpet Cleaning's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kiwi Carpet Cleaning has 14 locations, listed below.

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    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 7 complaints 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 type

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Kiwi Services to take my three rugs and professionally clean them outside of my home prior to me moving to a new home. This company picked up my rugs in early September and returned them to me two to three weeks later in worse condition than they were originally. As you can see in the photo, the diamond sisal rug would not lay flat after being cleaned by Kiwi and the entire bottom of the rug was peeling off. The other rug (***** antelope rug) which can also be seen in photos attached, had the binding come apart following their cleaning services in several areas. The third rug, a Dash and ****** "washable" rug, was returned to me lacking all shape and structure and resembled that of a blanket versus a rug. When I brought this to their attention, I was told these rugs would be taken to ****** to be inspected at their headquarters and I would hear back from your customer service team with a solution to my problem. After three to four weeks passed without any call back, I began reaching out to ******* (head of customer service) who stated she continued to ask her boss and the owner (******) to reach out to me, which he did one time, two weeks ago, and stated he would look into this and call me back personally, which he never did. I have since called several more times and each time ******* tells me all she can do is ask ****** to call me, which he does not and admitted that she was also very frustrated with this situation and that her "hands are tied". Kiwi Services still has possession of two of my rugs, and has not repaired or expressed any intention to repair any of my rugs they ruined. The owner also will not return any phone calls and the customer service team states they can not assist with this case until he does so.

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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 January 17th 2024, my wife called KIWI Services to pick up a rug that had a small section that got wet in order to have it professionally dried. The **** representative recommended a Germicidal Wash and my wife paid him $481.71 when he picked up the rug on January 17, 2024.The **** Representative said it would take approximately two weeks for the service. My wife called two weeks later to inquire about the rug and was told **** needed more time. This has gone on for almost 9 months. She and I have called multiple times and are told more time is needed, or it has been sent to a re-******, or they are trying a different process. I repeat there was nothing wrong with the rug except a clean water wet spot, no stains, no damage to the weave . On my last call several weeks ago , I asked to come to their shop to see the rug and was refused the opportunity.I am convinced they have either destroyed the rug or lost it. We have been more than patient for almost 9 months for a two week job. I have attached receipts for the **** fee ($481.71) and the cost of the rug ($4,325.66), I am asking them to reimburse me for both or return my rug in good condition. I have been told the owners of **** are ****** and ****** ***** Thank you ******* *. Classe

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      **** AND MATCHING OTTOMAN WERE CLEANED AT MY HOME . THE RESULT WAS SATISFACTORY FOR THE **** BUT THE OTTOMAN WAS LEFT SERIOUSLY STAINED AND DAMAGED AND LEFT IN FAR WORSE CONDITION THAN BEFORE ANY CLEANING WAS PERFORMED. SO A SECOND ATTEMPT WAS MADE TO REMOVE THE STAIN BY A DIFFERENT TECHNICIAN. THE SECOND ATTEMPT ALSO FAILED TO RESOLVE THE ISSUE SO THE COMPANY OFFERED TO TAKE THE OTTOMAN TO THE COMPANY'S SHOP IN AN ATTEMPT TO REPAIR THE DAMAGE. TO DATE THE OTTOMAN HAS NOT BEEN RETURNED AND REPEATED EFFORTS TO GET SOMEONE TO GIVE ME THE STATUS OF ITS CONDITION OR OTHER WAYS TO RESOLVE THIS ISSUE HAVE NOT OCCURED. ON AT LEAST TWO OCCASIONS I WAS ASSURED THE OWNER WOULD CONTACT ME SHORTLY. I AM VERY FRUSTRATED WITH THIS SITUATION AND BELIEVE IT SHOULD BE INVESTIGATED BY BBB AND RESOLVED IMMEDIATELY. THANK YOU, *****************************

    • Initial Complaint

      Date:06/12/2024

      Type:Product 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.
      On Nov. 9, 2023 we hired Kiwi Carpet Cleaning Services to clean our expensive oriental rug. They took the rug and brought it back Nov. 16th. Upon unrolling it, it was apparent that it had not been cleaned. They said they would refund our money. Since that date, I have called the office at **************** times ( I have the dates and summary of calls). Each time, I am told that they will check with accounting, and yes, we are due a refund, and someone would call me back. I have never recieved a call from them. Today, I told them that I was filing a complaint with BBB. We want our money back. Invoice number ******* written on Nov 9th, 2023.

      Customer Answer

      Date: 08/04/2024

      Thank you for your efforts. I continued to call them and and on July 29th, we recieved a check for our refund from Kiwi Carpets. So, we have been refunded our money and are done with them.

       

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

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

    • Initial Complaint

      Date:05/30/2024

      Type:Product 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.
      3.7.24 **** picked up my 6 ft. x 9 ft. antique wool rug for cleaning and said they took it to ******. Although I was told it would be returned within two weeks or so, they returned it 4.11.24. At that point, I paid them $171.51, the billed amount for the cleaning. When I unrolled the rug, I found new black streaks and several orange blotches. The deliverers took pictures and sent them to ********* of Kiwi. I had them take it back for further cleaning. **** agreed it was their problem, said it shouldn't have transpired, and apologized. When I called on 4.12.24, ********* said the area manager thought it was correctable and that the master ****** would have to correct it. The following contacts were also initiated by me: 4.19.24 ***** told me ********* is waiting to hear from the master ******. 4.25.24 ********* said they are working on the rug and would get back to me when there is an update. 5.8.24 ******** told me the master ****** was examining it and that she would see if he can get a "better" date when the rug will be ready; she would call me back when she gets that info, hoping to call me back that day or the next. She did not. That same day, ************************* responded to my email of that date and said the master ****** estimated two more weeks. I have heard nothing since then. Today is May 30. At this point, I have been without the rug for 12 weeks, have no idea if they will correct the marks on the rug, and if they will return it to **** can provide credit card statement, if needed, to show that I paid ****.Thank you for help with this.

      Business Response

      Date: 06/03/2024

      Tell us why here...June 3, 2024

      Better Business Bureau of Metropolitan ******* Inc.
      **************************************************************************;75201

      Attention: *************************

      Re:  ********************;                COMP ID:  ********


      Dear **********************

      In regards to the above referenced complaint, these are the facts as we see them

      We do apologize for the delay; we did express to *********** that the correction of the rug does take time and that as soon as the rug was ready, we would call her to schedule the delivery and return of her rug. We want to assure ************ that since this was reported on 4/11/24 we had informed ************ the following week that the master ****** had evaluated the rug and that the issue was correctable but that this would take time. We also, updated her on 5/8/24 that the restoration of the rug does in fact take time and is a lengthy process and apologized for her experience. Our goal is to correct the concerns with the rug and ensure that she is happy.

      Again, we would like to apologize to ************ for any inconvenience and thank her for her patience and understanding regarding this issue.  Please let us know if you require any further assistance from us.


      Best ***************************** Department
      ********************

      Customer Answer

      Date: 06/20/2024

      Regarding my complaint against **** that I filed with the Better Business Bureau 5.30.24 (complaint number ********) , please note these things:

      1)  Thank you for pursuing this with ****.

      2)  I was out of town and dealing with a medical issue.  Thus, I missed the 10-day deadline to respond.  I apologize.

      3)  I am glad that **** responded to you with interest in removing the stains they created on my antique rug and interest in returning it to me.

      4)  Overall, I continue to emphasize that since I sent the stained-by-Kiwi rug back to them for correction, it has now been ten weeks and I have NO sense of whether the master ****** has started restoration of my antique rug nor of how long this might take, let alone why their process might take so long. 

      5)  Regarding Kiwi's response of "...we did express to ************ that the correction of the rug does take time and that as soon as the rug was ready, we would call her to schedule the delivery and return of her rug. We want to assure ************ that since this was reported on 4.11.24 (the date of return of the rug, my paying Kiwi for the cleaning, and when I discovered the new stains) we had informed ************ the following week that the master ****** had evaluated the rug and that the issue was correctable but that this would take time, " this is inaccurate.  On 4.12.24, ********* of **** told me, in response to  my questions,  that the AREA MANAGER thought their staining was correctable, that the master ****** would have to correct it, that the master ****** would look at it the following week, and that one of them would call me the following week.  They did not call, as promised.  Having not heard from them after a week, I again called them on 4.19.24.  ***** told me that ********* was waiting to hear from the master ****** as to whether "it's fixable."  Again hearing nothing from Kiwi by 4.25.24, I again called Kiwi.  ****** told me ********* told her that the master ****** "hadn't come back with a price," that a worker was working on the rug (Note from *****:  why a price and why a worker other than the master ******?), and that she (*********) would get back to me when there is an update.  Having heard nothing after that, I again called Kiwi on 5.8.24.  ******** told me the master ****** is "EXAMINING" the rug and that she would "get with *********."  I asked if she could communicate with the master ****** and see if she or he could give me a better estimate of the date by which the rug would be ready.  ******** said she would call me back when she got the information and hoped "to get back with me by the end of that business day or the first thing tomorrow."  This did not happen.  On 5.30.24, again having heard nothing from ****, I filed my complaint with the Better Business Bureau.

      In summary, I have no knowledge that the master ****** has finishing examining the rug, if **** has started removable of the stains they created, how long this might take, and an explanation of why it is taking so long.  The latter would be useful to help me understand their process and estimated timeline.  For all I know, the master ****** has not started work on my rug.  I would like them to communicate these things to me; it would be helpful information.

      Having worked with people who are addicted to substances, their communication with me sounds very much like someone who is an addict.  By this I mean that they are so deluded that they actually think that what they say or promise becomes reality simply by speaking it to someone.  I have gotten many profuse apologies from ****, promises that were not kept, and NO EVIDENCE that they are working on my rug and will return it.  I hope you can understand my concern that the rug I turned over to them March 17 may never be returned to me and without the stains they created.  If I am wrong, I will be happy. 

      Thank you for your help with this.



       

      Customer Answer

      Date: 08/24/2024

      Yes, probably not coincidentally, **** contacted me yesterday, August 24, 2024 to say they wanted to line up a day when they could return my rug.  We agreed on Thursday, August 29.  They are to call me 30 minutes before arrival time at my home so that if I am running an errand, I am able to get home on time.  Also, because I explained that I have a medical appointment from 11:45 am to 1 pm, they will not come between those times.

       

      Thank you for your help with getting my rug back.  I hope it smells o.k. - have read Yelp reviews that say Kiwi-"cleaned" rugs come back smelling like dog and have lots of dog hair.  Also hope it actually has been cleaned and they have removed the stains they created.

      Customer Answer

      Date: 09/07/2024

      Kiwi did not give me the 30-minutes' heads up but came on the agreed upon date and returned my rug.

      It did not smell like dog stuff.

      The colored stains they had put on the rug were gone.

      There are slightly blackened areas on the white/ivory areas of the rug.  They removed some fringe on the ends of the rug and replaced the stitching there.  There was no communication by Kiwi about both of these things.

      I vacuumed both sides of the rug and removed huge amounts of fine-particle "dust."

      Thank you again for your help to get my rug returned and it not having the big, orange-colored stains that Kiwi introduced the first time they returned the rug to me.

      I will not use Kiwi again for rug cleaning.

    • Initial Complaint

      Date:02/28/2024

      Type:Product 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 March 21, 2023 I hired Kiwi to clean an area rug.Kiwi came to pick up a beautiful white **** area rug with tensil that my elderly dog had urinated on so that it could be thoroughly cleaned. They were supposed to drop it off a few days later, but when I called to check on it weeks later I discovered it had been lost in their system. They were able to find it and dropped it back off.When I finally opened the plastic packaging (nearly a year later because Ive been remodeling), the rug was disgusting. It stank terribly, was discolored, and felt gross. I quickly realized the rug was NOT cleaned and now had been soaking in dog urine for a year. I had to take it to the curb because of how terrible it smelled.When I called Kiwi to let them know, they admitted they had probably accidentally tagged it incorrectly as clean and dropped it back off. She then said it was my fault for waiting a year to open it and there was nothing she could do but tell a manager. The manager then called and left a voice message saying she would offer me a $182 credit for future Kiwi services. Why on earth would I hire **** again when they literally did nothing the first time?They didnt provide a service yet charged me for one and now refuse to make it right. I dont want other customers to be taken advantage of.

      Business Response

      Date: 03/14/2024

      March 14, 2024

      Better Business Bureau of Metropolitan ******* Inc.
      **************************************************************************;75201

      Attention: *************************

      Re:*************************                        COMP ID:  ********


      Dear **********************

      In regards to the above referenced complaint, these are the facts as we see them

      We received a call from the customer on 2/28/24 stating that she just unrolled her rug and the rug did not look clean at all.That she put the rug outside in the trash. The agent did express that we delivered the rug on 3/21/23, which was almost a year ago. The representative did offer a redo on the rug as a customer care gesture, even though this was outside our 30-day policy. Customer did respond if you would like to come get the rug before the trash is collected then we were more than welcome to. The call did end with the representative informing her upper management would call her back.

      We did call her back that day and agreed to pick up the rug from her home and redo the rug free of charge as a customer care gesture.

      Again, we would like to apologize to **************** for any inconvenience and thank her for her patience and understanding regarding this issue.  Please let us know if you require any further assistance from us.


      Best ***************************** Department
      ********************

      Customer Answer

      Date: 03/20/2024

      I am rejecting this response because:  Since posting my review, the company contacted me and offered to clean the rug, which I agreed to. I am now awaiting the rug to be returned to me. If the rug comes back clean, I will update my review accordingly.

    • Initial Complaint

      Date:02/22/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Their work was subpar - in fact the contractor they sent to my home made things worse not better. I sent a detailed email on 12/24/23 and on 12/26/23 I was told I would receive a full refund by check via US mail, within 30 days. After 30 days and no check, I have made multiple attempts to find the status of my refund. Each time I was told they would have the manager, ********* contact me with a status. Today after I contacted their corporate office, I finally received a call from *********. She told me she had reached out to Accounting and would contact me with an update. I called again at the end of the day but still no status, and as usual, ********* was unavailable.

    • Initial Complaint

      Date:11/09/2023

      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.
      9x12 area rug they come and pick up. Great! So the guy takes the 1200 dollar rug thats rolled up and folds it in half and stuffs it on the back of an overloaded pickup and ties it own.. Im thinking they are just going to their local warehouse to offload it it should not hurt for such a short drive.wrong no local warehouse they take it to ****** to clean it.. I found this out after 2 weeks when it was dropped off by the same person who picked it up and I noticed the edge of the rug was very wavy like it had been stretched..hmm as I unrolled it to find all the same dirt and dog smell as when I sent it out 2 weeks ago , so I call and thats when I find out the guy who picks it up and delivers it is the guy who cleans it so now Im out 200 bucks have a rug that *** be damaged from being folded and they want to send the Same guy to get it next week to take it back to ****** to clean it againafter I reported the way he treated the rug

      Business Response

      Date: 11/14/2023

      November 14, 2023

      Better Business Bureau of ************ ******, Inc.
      ******************************************************;75201

      Attention: *************************

      Re:********                     COMP ID:  ********


      Dear **********************

      In regards to the above referenced complaint, these are the facts as we see them

      We sincerely do apologize for the outcome of the cleaning. Our pickup and delivery driver is not the one that cleans our rugs.We have reported your concerns to the owner, and we are on schedule for 11/16/23 to pick the rug back up to address your concerns. We are truly sorry for your experience, and we look forward to correcting this issue and making you a happy Kiwi customer.

      Again, we would like to apologize to ******************** for any inconvenience and thank him for his patience and understanding regarding this issue.  Please let us know if you require any further assistance from us.


      Best ***************************** Department
      ********************

      Customer Answer

      Date: 11/14/2023

      I am rejecting this response because:    I do not trust your company to care for my rug it has a value of 1200 dollars and I already witnessed your pick/delivery person mistreat the rug once, why must I send it back with him to ****** on the back of a pick up truck folded in half in the elements? I was promised a manager was going to call me last week and no one attempted  to contact me .... I paid for a service and none was rendered I have no trust or faith in your company and all I want is my money back and to find someone else to clean my rug who will do it locally and not forget to clean my rug!  I can not see anyway I would entrust them to damage my rug or loose it while maybe cleaning it lets cut our losses my time and patience and your........nothing because nothing was done to my rug!

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

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

      Business Response

      Date: 11/14/2023

      Dear ********************,

      I would be more than happy to address your concerns with the cleaning, please email me photos of what your rug currently looks like so I may review your request for a refund since you are requesting bypass our redo policy.  ******************************

       

      Most Respectfully,

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

      Customer Answer

      Date: 11/14/2023

      I am rejecting this response because:      you can clearly see the clean  spots from the furniture and the dog smell is a dead giveaway

    • Initial Complaint

      Date:10/26/2023

      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.
      Kiwi cleaned my carpets in March of 2023. When I signed up they offered a warranty that they would come back and clean for $4 per room that needed to be cleaned Ive been trying to schedule a warranty cleaning but as soon as I mention warranty work they say the Georgia location is shut down. I ask what location they are a scheduling and they say ***** I contacted the corporate number ************. And was told that its temporarily shut down. This info is only given to me once I mention warranty work. ????

      Business Response

      Date: 11/14/2023

      To Whom it may concern,

       

      Unfortunately, we did close down our ******* branch, when we reopen, we will be more than happy to honor the remaining portion of the warranty program. Our warranty program was given to our customer for free, there were no charges associated with the warranty to be activated.

       

      Most Respectfully,

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

    • Initial Complaint

      Date:04/24/2023

      Type:Billing 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.
      The company did not provide the services promised but still charged me. Upon a request for a refund I was told for months they would send a check but never did. Then I filed a dispute with my bank over the transaction to which I was told by a kiwi rep, they wouldn't deny my claim, only to dispute my claim and take my money. I have contacted them multiple times and they blowing me off.

      Business Response

      Date: 04/24/2023

      Please see attachment for our response.

      Business Response

      Date: 04/26/2023

      Please see attached response.

      Business Response

      Date: 04/27/2023

      Please see attached response.

    Kiwi Carpet Cleaning is NOT a BBB Accredited Business.

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