ComplaintsforKiwi Carpet Cleaning

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  04/24/2023

  Please see attachment for our response.

  Business response

  04/26/2023

  Please see attached response.

  Business response

  04/27/2023

  Please see attached response.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Looking to reach owner Angelia E****, your company picked up 4 rugs from my home in Sugarland ( Karean )and destoyed two of them. Rebecca /Elizabeth said its a closed case. Refuses to help in anyway. Maybe In should put out a press release for anyone else who has been trated this way! Create a class action lawsuit. How many other people does your company try and BULLY? You pick up items from my home and destroy them and then say tough luck, theft, theft of service. Im in touch with my lawyer and Insurance co. Next is a public announcement. Photos to show before and after.

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/25) */ August 25, 2022 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm St. Ste 3838 Dallas, TX 75201 Attention: *** ********* Re: ***** **** COMP ID: XXXXXXXX Dear Mr. ********* - In regards to the above referenced complaint, these are the facts as we see them - We did communicate with ***** **** in regards to her rugs, with a detailed explanation to address her concerns in writing and verbally over the phone. One rug in question had a defect in the dye lots of the rug, that caused the hue to alter. Furthermore, there is not any evident signs of color migration on the rug which would be able to determine if this was a cause from cleaning of the rug. We also did share the information with Ms. **** on the third party that evaluated her rug if she had any further questions. The 2nd rug we did not see anything wrong with the rug but we did consult with a different third party to address Ms. ****'s concerns. The rug was identified to have what is called Abrash, this is a change of colors when different dye lots of different yarns that are used to make the rug. This is evident also on the smaller rug in the before photo provided by Ms. **** which the rugs are from the same maker. Since Ms. **** was not pleased with the outcome of either rug we did waive all related charges that would have been due to our company as a customer care gesture. We would also like to point out that these rugs were affected in a flood which was initially identified by Ms. ****. We would like to also point out that during all courses of communication verbally over the phone or in writing, we never bullied Ms. **** and we never told her "Tough luck, theft, theft of service". We offered and provided detailed explanations and the information for the third party if she had any further questions. Also, we would like to point out that we, as a company took her concerns very seriously and had her rugs inspected by 2 different third parties. Her claim for damage is based on her personal beliefs and not that of a professional Oriental rug specialist (specific to this industry) that deals with evaluations/appraisals of rugs. We did advise Ms. **** that we encourage her to seek her own evaluations on the rugs from a company that deals with Oriental rugs and that is qualified to inspect and appraise said rugs before making any further claims of loss publicly, that is disparaging to our company. Again, we would like to apologize to Ms. **** 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 Regards, Customer Care Department Kiwi Services, Inc.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  April 8th 2022 they company came and picked up a large rug for cleaning. I was told that it would be no longer than 3 weeks for service to be completed. I called in May to request a status update on my rug and was told I should hear something by the end of the week. Well it's been going on 4 months now had I don't have my very expensive rug and no updates from the company. I would like them to either return my rug clean or dirty, don't care. Or give me the purchase price for the rug that they have most obviously decided to keep. No payment was made but they took my property. I have a receipt pick up. I just have to find it if thats needed.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/12) */ July 12, 2022 Better Business Bureau of Metropolitan Dallas, Inc. **** Elm St. Ste **** Dallas, TX XXXXX Attention: *** ********* Re: ***** ******** COMP ID: XXXXXXXX Dear *** ********* - In regards to the above referenced complaint, these are the facts as we see them - We sincerely do apologize for the delay and return of the rug in question. Our records show that we delivered the rug on 7/7/22. Again, we would like to apologize to Mr. ******** 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 Regards, Customer Care Department Kiwi Services, Inc.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday 2/18/22 I was supposed to receive a carpet cleaning on 2 rooms and 2 closets which included vacuuming, shampooing, and pet stain removal. After paying the technician and reviewing the work done. The only difference was the carpet was agitated and sprayed with a chemical. The carpets were still visibly dirty in high traffic areas and there was no vacuuming done. I vacuumed myself and filled 3 bins from the vacuum of dirt and debris. I believe nothing was done with any equipment to complete the work that was discussed and promised on their website and over the phone. I dont want to do business with this company as I have received a very awful experience overall. After talking with an associate about the problem, they keep denying a refund and want to redo the work that was initially supposed to be done. I do not want to spend my time and money based on them not wanting to give me a refund I deserve. I'm not sure why the associate is trying so hard not to give me a refund, but it is very agitating that I can not have my money when they did not provide me the service that we discussed. This exchange of service for money isn't fair as I have not received the service I was supposed to be provided, but Kiwi did get my money.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/08) */ March 8, 2022 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm St. Ste 3838 Dallas, TX XXXXX Attention: *** ********* Re: ***** ****** COMP ID: XXXXXXXX Dear Mr. ********* - In regards to the above referenced complaint, these are the facts as we see them - Upon receiving a quote for carpet cleaning over the phone, we did inform the customer that if the pet stains could not be removed that this would be an onsite tech estimate. We did clean the carpet and at that time, the technician did inform the customer that the pet stains required additional treatment in which the customer declined this. The customer did call back to complain about the carpet cleaning service in which he had stated there was debris still left on the carpet. We did receive photos of the pet stains and the debris, which was very minor near the edge of the door casing and base boards. We did offer to go back out and redo the service free of charge (per our redo policy), the customer demanded his money back without allowing our company a chance to redo the service. We denied his refund request. Since then, Mr. ****** disputed the credit card charge with his bank and we are waiting to see the bank's determination on the dispute. If we are awarded the funds per the dispute, we would be more than happy to honor the redo on the carpet cleaning service. If the customer wants us to do treatments for the pet stains, this would be an additional charge as disclosed by the sales agent and the technician. Again, we would like to apologize to Mr. ****** 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 Regards, Customer Care Department Kiwi Services, Inc.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our rug was picked up September 9 2021 for cleaning and possible repair of some of the binding, depending on estimate. We were told it would be approximately 2 weeks. I have made numerous calls and most often, the "person handling that was in a meeting, not there that day or unavailable " . I finally got an estimate in October to repair the binding , I called them within several days to give the go ahead. They have NOT once reached out to me with any information since. I am suspicious that my rug is lost or ruined, although I was assured on one phone call that the person I spoke to had seen it. I understand they have labor issues, but realizing how long they have had it , the poor customer service, they owe us a call They did agree to a $50-100 discount at some point. I contacted you because I am at a loss for any other recourse. I will for certain give them the worst review possible As of now, after many phone calls patiently expressing a desire for my rug to be returned...I still have no idea when or if that will occur. Almost FOUR months latet

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/01/28) */ January 28, 2022 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm St. Ste **** Dallas, TX XXXXX Attention: *** ********* Re: ******* ********* COMP ID: XXXXXXXX Dear *** ********* - In regards to the above referenced complaint, these are the facts as we see them - We sincerely do apologize for the delay. The rug repair was approved on 11/4/21, on 11/18/21 we left a voicemail saying that the repair would take 30-60 days to complete. We did discount the open balance due to the time duration of the entire process. We delivered the rug back on 1/15/22. Again, we would like to apologize to Ms. ********* 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 Regards, Customer Care Department Kiwi Services, Inc.

*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. ↩