Complaints

This profile includes complaints for Rug Doctor, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rug Doctor, LLC

  2201 W Plano Pkwy Ste 100 Plano, TX 75075-8400

• 

  Rug Doctor Fairbanks

  495 Long Spur Loop Fairbanks, AK 99709-3647

• 

  Rug Doctor Fairbanks

  495 Long Spur Loop Fairbanks, AK 99709-3647

• 

  Rug Doctor Fairbanks

  495 Long Spur Loop Fairbanks, AK 99709-3647

• 

  Rug Doctor Fairbanks

  495 Long Spur Loop Fairbanks, AK 99709-3647

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:01/20/2023

  Type:Billing 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.

  Rented a machine from a local Walmart Rug Doctor kiosk which was broken and faulty. Ruined my rug immediately upon using it as the technician who is to inspect the units every two weeks obviously did not inspect it. Company has ignored my incident reports and requests to resolve the matter. Their solution to my expensive rug being ruined was to offer me a discount code to rent another machine from the same kiosk.

  Business Response

  Date: 01/24/2023

  Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us.
  Upon receipt of your incident, we discovered that our Incident Group received your initial email regarding this complaint on 1/16/2023. They reached out to you via email the same day, 1/16/2023, and confirmed they will be assisting you through the incident process. If you did not receive this email, please be sure to check your spam folder as this contains an important updates regarding this incident. Please note, the incident process can take several weeks to complete, as we want to be as thorough as possible during the inspection process. Please be assured, you can reach out to this department at any point by emailing [email protected]; however, this department will be diligent to keep you updated along the way until the investigative process is complete.
  Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you.
  

  Business Response

  Date: 01/27/2023

  We thank the customer for his follow up message; however, the Incident Department coordinator did reach out to the customer on 1/20/2023 (only 4 days after the customer filed the incident report). Additionally, the coordinator also followed back up with the customer stating that the typical incident process takes approximately 6-8 weeks to complete the investigation. This is a thorough process and is extensive in order to give the customer's complaint the proper attention to resolve. While we appreciate that the customer would like this matter to be resolved within only a couple of days, this process takes time in order to properly inspect the machine and the claim. We again ask for the customer's patience so that we can best assist him in this matter. Thank you.

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's unfortunate that Rug Doctor believes "only 4 days" is an adequate time to make a customer wait for a response and confirmation of an incident report. This just shows that their culture does not revolve around being responsive whatsoever. I will be including all of these responses in my online reviews and to the other parties that are involved currently. I also never stated that I wanted this resolved in "a couple of days". That is pure assumption based on whomever is responding to my complaint.

• Initial Complaint

  Date:11/21/2022

  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.

  Rented a defective equipment from company damaged rug and furniture requesting reimbursement for damage furniture due to machine malfunction

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/22) */ We absolutely apologize that the machine you received did not meet your expectations. We appreciate you taking your valuable time to notify us of this situation. Our team would like to assist you in resolving this matter. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your complaint, our team investigated the history of the incident. We discovered that the customer had been in contact with our Incident team back on 5/16/2022 regarding this matter. The Incident department tried to accommodate the customer by providing an offer; however, the customer refused. For background, this matter is considered a standard denial as the customer breached the contract by using the equipment on hardwood floors and providing a video of the machine spraying water on his rug. Rather than shutting off the machine, the customer continued to record the malfunction and continued to allow the water to spray onto his rug instead of discontinuing use as per the rental contract. We apologize for the unpleasant experience and thank you for taking your valuable time to notify us of this situation. We work hard to ensure that each Rug Doctor rental is received in excellent and optimal condition. In the event that this is not the case, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. Rug Doctor is grateful for your business and is proud to have you as one of its customers. Consumer Response /* (3000, 7, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I obtained an attorney will be seeking legal actions along with compensation! The video was a demonstration showing you machine was defective and was only seconds long! Business Response /* (4000, 9, 2022/11/29) */ We absolutely apologize that the machine you received did not meet your expectations. We appreciate you taking your valuable time to notify us of this situation. Our team would like to assist you in resolving this matter. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your complaint, our team investigated the history of the incident. We discovered that the customer had been in contact with our Incident team back on 5/16/2022 regarding this matter. The Incident department tried to accommodate the customer by providing an offer; however, the customer refused. For background, this matter is considered a standard denial as the customer breached the contract by using the equipment on hardwood floors and providing a video of the machine spraying water on his rug. Rather than shutting off the machine, the customer continued to record the malfunction and continued to allow the water to spray onto his rug instead of discontinuing use as per the rental contract. We apologize for the unpleasant experience and thank you for taking your valuable time to notify us of this situation. We work hard to ensure that each Rug Doctor rental is received in excellent and optimal condition. In the event that this is not the case, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. Rug Doctor is grateful for your business and is proud to have you as one of its customers. Consumer Response /* (4200, 11, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage was already done the rug was soaked from the machine damage before recording. The machine was rented being defective which is something the company does not want to take ownership. I recorded a short 10 sec clip to show the machine was leaking water from under which was impossible to see until I realize the machine was not doing what it was supposed to do. This is the company malicious way not to take ownership of their defective product. I will be filing a legal complaint as I see the company is refusing to take any owner ship of the defective product and trying to state the damage came from a 10 sec video clip.

• Initial Complaint

  Date:10/10/2022

  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.

  1. Paid for a brand new rug doctor machine and they delivered used rug doctor machine twice! 2. Twice they sent return label they sent it to home address where mail can not be received need to be sent to P.O. Box, so they emailed the return label. 3. I have two receipts that prove that they were both dropped off at FEDEX Drop off place here in KING GEORGE,VA American Printing and Signs. I put RMA number on both packages. 4. First rug doctor machine they received and they say they can n to find the second one? 4. I do n to have the tracking number of the second one and neither do rug doctor or Fedex dropping place 5. Can n to talk to FEDEX without tracking num her and the number that rug doctor sends does not exist? 4. So no one knows the tracking number but I have the rec epic I dropped it off but the person at the Fedex place did not put tracking number on this receipt which is the second receipt. 5. I wish I had taken a picture of it! 6. Now I'm being blamed for everything and paying for it too! This is unbelievable! I'm sick of victims being blamed for thievery!

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/12) */ We apologize for the unpleasant experience with Rug Doctor. We appreciate you taking your valuable time to notify us of this situation. We aim to provide excellent service for all Rug Doctor's customers. Upon receipt of your complaint, our team investigated the history of this incident. We discovered that you ordered your machine on 8/15/2022. We received your call on 8/17/2022 stating that the machine was damaged, and water was in both tanks. The machine was then checked by our repair center on 8/30/2022 and confirmed to have no damage to the machine and in good working condition. Please be advised, it is normal to have a small amount of water in the tank from the original inspection to ensure your machine is working properly prior to shipping to you. We see that machine was resent to you. We note that we received a second call from you on 9/7/2022 requesting to return the machine again for a full refund. We then sent you a prepaid FedEx return label to return the machine. On 9/30/2022, we received a call from you stating that you had not received your refund. Upon checking the tracking number, FedEx indicated the machine had not been shipped. On 9/30/2022, we advised you that the machine had not been returned to us. We note you stated that you left the machine at the counter without obtaining a receipt and that you would contact FedEx regarding the issue. The flyer that you provided to us from the facility "American Printing and Signs" does not list any tracking number for the return. To date, FedEx has maintained that the machine has not been shipped. In order to receive a refund for this purchase, Rug Doctor must receive the machine. We advise that you reach out to FedEx or the facility you dropped the machine off at to obtain a tracking number in order to locate the machine. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your response and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not send return labels and I had to keep calling and finally they emailed it to me and then on the box. I also have both receipts from the Fedex place signed by employee! Business Response /* (4000, 10, 2022/10/20) */ We have reviewed an update received from our Customer Support department and note that ****** **** recently called in again about getting a refund for her returned machine. Our agents informed her that the machine has not been returned to our facility. She insisted she had dropped it off at the FedEx location. We told her she needs to go back to American Printing and Sign with the receipt she provided below and have them look through their shipping records on 9/19/2022 for a shipment to Fenton MO and provide her the tracking number. To date, we have not received that information. We again request the customer go back to the store she left the item with and locate a valid tracking number. Consumer Response /* (3000, 12, 2022/10/21) */ I would like my refund and I have both receipts from the Fedex drop off business. Business Response /* (4000, 14, 2022/10/21) */ We have reviewed an update received from our Customer Support department and note that ****** **** recently called in again about getting a refund for her returned machine. Our agents informed her that the machine has not been returned to our facility. She insisted she had dropped it off at the FedEx location. We told her she needs to go back to American Printing and Sign with the receipt she provided below and have them look through their shipping records on 9/19/2022 for a shipment to Fenton MO and provide her the tracking number. To date, we have not received that information. We again request the customer go back to the store she left the item with and locate a valid tracking number. Consumer Response /* (3000, 17, 2022/10/25) */ (Attached documents previously uploaded) These people are terrible, first of all they are ones that emailed the FedEx label and they have no evidence of the email? Where is their responsibility? Twice did not send return label only to cause the confusion? They paid for the return label so why do they not have the tracking number? They can file a report with FedEx, I can not? They have gone out of there way to make this difficult! I dropped off the machine! This is between FedEx and rug doctor! Not me! I want my money back! Business Response /* (4000, 19, 2022/10/25) */ Our agents informed the customer that the machine has not been returned to our facility. She insisted she had dropped it off at the FedEx location. We told her she needs to go back to American Printing and Sign with the receipt she provided below and have them look through their shipping records on 9/19/2022 for a shipment to Fenton MO and provide her the tracking number. To date, we have not received that information. We again request the customer go back to the store she left the item with and locate a valid tracking number, as the tracking number indicates that the machine was never shipped back. That is why we are requesting she go back to the store she sent this from and inquire as to 1) where the machine is that she dropped of, and 2) if they can provide her with a valid tracking number if the machine was shipped. The only records we show state that this machine has not been shipped back to us. The customer needs to confer with the store she used to ship the machine as to its whereabouts. Consumer Response /* (3000, 21, 2022/10/25) */ (*** Attached Delivery Receipt ***) Fedex Tracking XXXXXXXXXXXXXXX https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXXXXX&trkqual=XXXXX XXXXXXXXXXXXXXX FDEG Shows delivery to Fenton, MO 8/26/22 at 12:55 pm Signed for by: JSANDERS Shipment overview TRACKING NUMBER XXXXXXXXXXXXXXX SHIP DATE 8/24/22 STANDARD TRANSIT 8/26/22 ACTUAL DELIVERY 8/26/22 at 12:55 pm Services SERVICE FedEx Ground TERMS Shipper SPECIAL HANDLING SECTION Package Returns Program Package details WEIGHT 47.5 lbs / 21.55 kgs DIMENSIONS 29x22x15 in. TOTAL PIECES 1 PACKAGING Package Travel history Ascending SORT BY DATE/TIME Local Scan Time TIME ZONE Travel History Date Time, Status and Location Wednesday, 8/24/2022 3:23 PM Picked up FREDERICKSBURG, VA 7:45 PM Arrived at FedEx location FREDERICKSBURG, VA 8:01 PM Shipment arriving On-Time FREDERICKSBURG, VA Thursday, 8/25/2022 12:17 AM Left FedEx origin facility FREDERICKSBURG, VA 5:05 AM Arrived at FedEx location HAGERSTOWN, MD 8:33 AM Departed FedEx location HAGERSTOWN, MD 7:22 PM Arrived at FedEx location CHAMPAIGN, IL Friday, 8/26/2022 1:17 AM Departed FedEx location CHAMPAIGN, IL 7:32 AM At local FedEx facility SAINT PETERS, MO 8:23 AM On FedEx vehicle for delivery SAINT PETERS, MO 12:55 PM Delivered Fenton, MO Business Response /* (4000, 23, 2022/10/26) */ The tracking number the customer provided is the number for the first machine she sent back. After this, she wanted another machine sent to her because the first one was "dusty." We then sent her a second machine, which is the one in question. We have asked the customer multiple times to provide the second tracking number for the second machine; however, she only sends in the tracking number for the first machine. We need the valid tracking number for the second machine.

• Initial Complaint

  Date:08/14/2022

  Type:Billing 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.

  On 8/12 I rented a vacuum from this business. The self-service kiosk was a bit broken, "zoomed in", forcing me to slide around the page to fill / view the relevant stuff. The kiosk informed me I had to return it at the location on 8/13 by 11:59PM. When I arrived on 8/13 at ~11:30PM the store was closed, as it had closed at 11PM. Their kiosk misrepresented the return window by saying 11:59PM. When I pulled up the email to see if there was contact info, I found that the email in fact adds "or until store closing" - nomenclature that wasn't found on the kiosk. Nor did the kiosk prompt me to read the email for more information. The company claims they will attempt to bill me for an extra day, despite this being caused by a failure in their software.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/08/17) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. We want all of our Rug Doctor customers to receive excellent customer service and have a positive experience with our company. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor rental states the following: By reserving, renting, or requesting delivery of our rental equipment (collectively, the "Equipment"), you (the "Renter") are responsible for: 1. Reading and understanding the Rental Terms of Service, Rug Doctor's Website Terms and Conditions (www.rugdoctor.com/terms-of-service), and Rug Doctor's Privacy Policy (www.rugdoctor.com/privacy-policy), all of which are incorporated herein by reference. 2. Reading and understanding the RENTAL WARNINGS AND INSTRUCTIONS (below) and the DIRECTIONS for use that come with Equipment. 3. Returning Equipment to THE SAME STORE FROM WHOM YOU RENTED. Equipment needs to be back inside the rental rack and secured. Returning or leaving Equipment at any other store location other than the one you rented from, or returning or leaving Equipment within the store you rented but in a location other than its secured rack, does NOT constitute a valid return. You may be charged late fees and an unreturned machine fee (up to 200% of the MSRP) if the Equipment is not properly returned and secured within the time period specified below. 5. Returning Equipment ON TIME. RENTER AGREES TO: 1. Rental Period/Rental Charge/Late Charges. Return Equipment in a clean condition TO THIS STORE LOCATION on the date and time herein specified as "Due Back" or within twenty-four (24) hours after receipt of Equipment if no time is specified, unless other arrangements are made with the store rental location. A rental charge shall apply for the first specified rental period. A late return charge shall apply for equipment returned after specified period from time rented. Late return charges may be up to one day's full rental charge for each partial to full day period for which Equipment is overdue. Late fees are non-refundable without reaching out to Rug Doctor and providing any requested documentation. Please note, you are liable for any late charges or unreturned machine fees incurred, regardless of any 3rd party involved in the return, this also includes, but is not limited to, Equipment theft, fire, flood, any other natural disaster, or the like. Do not leave Equipment with any 3rd party (tenant, landlord, friend, family member, etc.) for return. Never leave Equipment unattended. Do not rent out Equipment to anyone else or allow anyone to borrow Equipment. You are solely responsible for any damage, theft, or the like from the time the Equipment is in your possession until the Equipment has been securely returned to the rack within the store it was originally rented from. Failure to return the Equipment could lead to you being prosecuted for a crime. IF YOU DO NOT RETURN THE EQUIPMENT BY 11:59 PM OR STORE CLOSURE ON THE 3RD LATE DAY, IT WILL BE DEEMED UNRETURNED AND YOUR CREDIT OR DEBIT CARD WILL BE CHARGED AN UNRETURNED EQUIPMENT FEE UP TO 200% OF THE RETAIL VALUE OF THE EQUIPMENT YOU RENTED, PLUS APPLICABLE SALES TAX (MINIMUM FEE: $300 PLUS APPLICABLE TAXES). THIS CHARGE WILL BE IN ADDITION TO ANY LATE FEES CHARGED. UNRETURNED EQUIPMENT FEES ARE NON-REFUNDABLE UNLESS THE FULLY FUNCTIONING AND CLEAN EQUIPMENT IS RETURNED TO RUG DOCTOR. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (3000, 7, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response just provides a copy of their contract, is still missing the information, and doesn't even touch upon the actual issue which is that their Kiosk gave misleading information, resulting in it being impossible to fulfill the contract and return the unit. If you rent a car and it says "return by midnight", you arrive at the lot and no one is there to take receipt and there are no instructions for after hour returns - you're not going to be happy either, are you? Instead they say I should have called them for clarification if I had any concerns. Thing is, I did not - the information I saw was straightforward. Or at least, it was straightforward until it wasn't. And when I tried to call when I actually needed help, they were closed. "We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs." I chose you because my family and extended family swear by you. Or at least, they used to. Even with the resolution of this matter we will not be bringing you business. The interactions with your support, both over the phone and via email, made me feel like I was doing business with a loan shark or something. The CSRs I spoke with were downright rude and aggressive. Business Response /* (4000, 9, 2022/08/19) */ We thank you for taking the time to provide your response. The information you requested is provided on the rental agreement below. This is the same rental agreement that was presented to you during your rental transaction. Please refer to the bottom paragraph for the return time (11:59 pm or store closure). Your Rug Doctor rental states the following: By reserving, renting, or requesting delivery of our rental equipment (collectively, the "Equipment"), you (the "Renter") are responsible for: 1. Reading and understanding the Rental Terms of Service, Rug Doctor's Website Terms and Conditions (www.rugdoctor.com/terms-of-service), and Rug Doctor's Privacy Policy (www.rugdoctor.com/privacy-policy), all of which are incorporated herein by reference. 2. Reading and understanding the RENTAL WARNINGS AND INSTRUCTIONS (below) and the DIRECTIONS for use that come with Equipment. 3. Returning Equipment to THE SAME STORE FROM WHOM YOU RENTED. Equipment needs to be back inside the rental rack and secured. Returning or leaving Equipment at any other store location other than the one you rented from, or returning or leaving Equipment within the store you rented but in a location other than its secured rack, does NOT constitute a valid return. You may be charged late fees and an unreturned machine fee (up to 200% of the MSRP) if the Equipment is not properly returned and secured within the time period specified below. 5. Returning Equipment ON TIME. RENTER AGREES TO: 1. Rental Period/Rental Charge/Late Charges. Return Equipment in a clean condition TO THIS STORE LOCATION on the date and time herein specified as "Due Back" or within twenty-four (24) hours after receipt of Equipment if no time is specified, unless other arrangements are made with the store rental location. A rental charge shall apply for the first specified rental period. A late return charge shall apply for equipment returned after specified period from time rented. Late return charges may be up to one day's full rental charge for each partial to full day period for which Equipment is overdue. Late fees are non-refundable without reaching out to Rug Doctor and providing any requested documentation. Please note, you are liable for any late charges or unreturned machine fees incurred, regardless of any 3rd party involved in the return, this also includes, but is not limited to, Equipment theft, fire, flood, any other natural disaster, or the like. Do not leave Equipment with any 3rd party (tenant, landlord, friend, family member, etc.) for return. Never leave Equipment unattended. Do not rent out Equipment to anyone else or allow anyone to borrow Equipment. You are solely responsible for any damage, theft, or the like from the time the Equipment is in your possession until the Equipment has been securely returned to the rack within the store it was originally rented from. Failure to return the Equipment could lead to you being prosecuted for a crime. IF YOU DO NOT RETURN THE EQUIPMENT BY 11:59 PM OR STORE CLOSURE ON THE 3RD LATE DAY, IT WILL BE DEEMED UNRETURNED AND YOUR CREDIT OR DEBIT CARD WILL BE CHARGED AN UNRETURNED EQUIPMENT FEE UP TO 200% OF THE RETAIL VALUE OF THE EQUIPMENT YOU RENTED, PLUS APPLICABLE SALES TAX (MINIMUM FEE: $300 PLUS APPLICABLE TAXES). THIS CHARGE WILL BE IN ADDITION TO ANY LATE FEES CHARGED. UNRETURNED EQUIPMENT FEES ARE NON-REFUNDABLE UNLESS THE FULLY FUNCTIONING AND CLEAN EQUIPMENT IS RETURNED TO RUG DOCTOR. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (4200, 11, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is going nowhere. CTRL+C and CTRL+V are seeing heavy use over there.

• Initial Complaint

  Date:08/08/2022

  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.

  I sent my machine In April and I payed approximately $150.00 for shipping. I received it back with the same problem and spent hours on the phone with them to cover shipping again and look at it again (they ended up paying for return shipping). I got my machine back and it still has the same issue and it also pops the breaker. Rug doctor told me return shipping is up to me again even though it never worked since getting it back from them. I have spent hours of my time on the phone with them to come up with a resolution but they will not cover return shipping again.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/08/17) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. We want all of our Rug Doctor customers to receive excellent customer service and have a positive experience with our company. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is 2 (two) years old. The machine was purchased on 6/1/20. Our records indicate the machine was inspected on 3/7/22 and left quality control on 4/12/22. We note that you called in for help with the machine on 7/6/22 to our trouble shooting department regarding the breaker issue while pressing the spray and scrub button. The original issue was for a brush jam light on. The call for repair on the second issue occurred on 8/8/22. Rug Doctor offers a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine. During the warranty period, Rug Doctor will, for the original purchaser, repair or replace including labor, any parts that are defective in material or workmanship within 1 years of purchase. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. Although you will be responsible to pay any freight charges for shipment to the warranty center for repairs occurring after the initial 30 days, Rug Doctor will pay the freight charges back to you. We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the new issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues. If the machine can be repaired, Rug Doctor will charge you a small repair fee and have it fixed and shipped back to you. Please let us know if you would like to return the machine to our repair center. There is a shipping fee involved, but Rug Doctor will inspect the machine for free. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm just glad you made it clear you do not stand behind your repair work. I already payed for shipping the first time on my time with my gas to send it. Got it back same problem. Spent hours on the phone with customer service to get it figured out again and also used my time and gas to bring back to ups. Got it back with the same issue and now you want me to pay for shipping again. Between my time, gas and additional shipping fees it is very close to the total price of a new unit. The time it takes on the phone alone to figure anything out is unacceptable. I called the week I received the machine back the 2nd time and realized it was still non functional but I got pushed off to multiple different departments and the call got disconnected or your agent hung up so it is not my fault. I do have emails showing rug doctors lack of response from the initial report. It took months to even get conformation to send it in the first time. I'm assuming you have access to that information but if needed I can upload them to this report so we are crystal clear how rug doctor operates with warranty issues. I hope rug doctor can resolve this issue fairly and improve the customer service protocol. If not I hope this can save others time and efforts dealing with this company. Business Response /* (4000, 9, 2022/08/22) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. We want all of our Rug Doctor customers to receive excellent customer service and have a positive experience with our company. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is 2 (two) years old. The machine was purchased on 6/1/20. Our records indicate the machine was inspected on 3/7/22 and left quality control on 4/12/22. We note that you called in for help with the machine on 7/6/22 to our trouble shooting department regarding the breaker issue while pressing the spray and scrub button. The original issue was for a brush jam light on. The call for repair on the second issue occurred on 8/8/22. These are 2 different complaints. Rug Doctor offers a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine. During the warranty period, Rug Doctor will, for the original purchaser, repair or replace including labor, any parts that are defective in material or workmanship within 1 years of purchase. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. Although you will be responsible to pay any freight charges for shipment to the warranty center for repairs occurring after the initial 30 days, Rug Doctor will pay the freight charges back to you. We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the new issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues. If the machine can be repaired, Rug Doctor will charge you a small repair fee and have it fixed and shipped back to you. Please let us know if you would like to return the machine to our repair center. There is a shipping fee involved, but Rug Doctor will inspect the machine for free. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (4200, 11, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Copy and paste the same reply. This is the kind of service you will get at rug doctor. I'm glad these complaints and responses are public.

• Initial Complaint

  Date:07/05/2022

  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.

  On 5/17/22 I rented a rug doctor machine from Walmart in Chelmsford,MA. After having to wash my rug twice with proper carpet cleaning solution I noticed the rug wasn't coming clean and there was still quite a bit of water in the rug and not in the machine. I went over the rug 4x to try and get the water up and out of the carpet. When I dumped the dirty water down the toilet I noticed something large fell into the toilet and got sucked down from the pressure. The toilet would not flush properly and I could not dislodge the piece by myself. On 5/25 I was able to schedule a plumber to fix the toilet and it had to be completely taken apart to remove the piece. This resulted in a $248.16 plumbing bill. I immediately created an incident report on 5/25 to Rug doctor #XXXXXXX. On 5/26 I received an email to send photos and supporting documentation of the incident to which I sent the plumbing bill as well as a picture of the dislodged part from the machine. On 5/28 I received a refund for my rental fee but no information about my plumbing bill. On 6/1 I unrolled my carpet to place it in another room and noticed there was dried stains all over the carpet! I sent pictures of my ruined carpet on the same day. The rug was $105 value. I called several times over the course of 6 weeks to get an answer about my case and was told each time I would be contacted that very same day. I was never contacted. On 7/5/22 I called again to see what the update was and was given the same answer that I would be contacted. I said I would be submitting a report to the BBB for resolution.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/07/06) */ We appreciate you taking your valuable time to notify us of this situation, and we sincerely apologize for this unpleasant experience. We want all of our Rug Doctor customers to receive excellent customer service and have a positive experience with our company. Upon receipt of your complaint, our team investigated the history of this incident. In your complaint, you stated, "I dumped the dirty water down the toilet." Per your machine's user manual, under "Float Warning When Emptying Dirty Water," it states, "Always exercise caution when emptying the dirty water tank. The dirty water tank should only be emptied in a toilet or safely outside. It is possible for the float and cage located within the dirty water tank to become dislodged during use and while disposing of water. Always pour out slowly to ensure both float and cage remain inside the tank. Never 'dump' out dirty water. Failure to follow these instructions can result in the float and cage becoming lodged in toilets, sinks, and the like. Rug Doctor is not responsible for any damages caused to toilets, sinks, and the like from failure to follow these instructions." We do thank you for taking the time to reach out to us regarding your concern. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rug doctors response is contradictory at best. "The dirty water tank should only be emptied in a toilet or safely outside". I did empty the dirty water from the tank into my toilet. The use of the word "empty" and "dump" are synonymous. I really don't think dumping water with chemicals into my lawn is safe considering we have a Well. In no way should a properly functioning machine be losing its parts ever. I clearly stated in my complaint the machine was not functioning properly before I emptied the water as it appeared it wasn't sucking the dirty water out of the carpet and that was not addressed in their response. The damage to my rug was also not addressed in their response. The total lack of customer service was also not addressed. I have pictures of everything as well as the dislodged piece. Rug Doctor offered no solutions to the problem and allowed the broken machine to sit in the kiosk for weeks before "a technician" could examine it. It does not take 6 weeks to resolve a serious customer issue such as this. How many other people then were renting this broken machine in the interim? This machine should have been picked up right away to be examined. Business Response /* (4000, 9, 2022/07/12) */ Rug doctors appreciates the customer's response. To further clarify the customer's issue regarding the directions located within the rental agreement, the warning provided directs the customer never to "dump" the tank. Failure to follow these instructions can result in the float becoming lodged in toilets, sinks, and the like. The warning directs the user to carefully empty the tank, which will allow the water to flow slowly, keeping the float in the tank. We do thank you for taking the time to reach out to us regarding your concern. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (4200, 11, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again the business in no way addresses my ruined carpet as a result of a defective machine nor proposes any type resolution for the carpet or the damages to my toilet. Again the damages of this experience with Rug Doctor have been $350, which includes the cost of the rug as well as a plumbing bill. In no way is this customer service. Business Response /* (4000, 13, 2022/07/14) */ Rug doctors again appreciates the customer's response. The customer's issue regarding the directions surrounding the float warning was located in the rental agreement provided with the rental machine. The aforementioned agreement directs the customer never to "dump" the tank. Failure to follow these instructions can result in the float becoming lodged in toilets, sinks, and the like. The warning directs the user to carefully empty the tank, which will allow the water to flow slowly, keeping the float in the tank. The exact wording is provided herein and provides, "Always exercise caution when emptying the dirty water tank. The dirty water tank should only be emptied in a toilet or safely outside. It is possible for the float and cage located within the dirty water tank to become dislodged during use and while disposing of water. Always pour out slowly to ensure both float and cage remain inside the tank. Never 'dump' out dirty water. Failure to follow these instructions can result in the float and cage becoming lodged in toilets, sinks, and the like. Rug Doctor is not responsible for any damages caused to toilets, sinks, and the like from failure to follow these instructions." We do thank you for taking the time to reach out to us regarding your concern. In the event that you ever experience an issue in the future, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. We look forward to your email and hope we continue to be your first choice for all of your carpet cleaning needs. Consumer Response /* (4200, 15, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again this response from Rug Doctor is a generic cut and paste response that in no way addresses my ruined carpet, nor does it offer a solution. I specifically stated the machine was not functioning properly before I emptied the tank and a part clogged my toilet. I've provided pictures and receipts of the ruined carpet as well as the original receipt.

• Initial Complaint

  Date:06/29/2022

  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.

  I purchased a Rug Doctor Portable Pet cleaner on May 2, 2022. I used the machine for the first time in June, have used twice. The spray nozzles leaks terribly. The first time I used it was past the 30 day refund time. I want to return or repair but Rug Doctor says I have to pay shipping which will cost me $80 at least. That is about half of the original cost. The company should pay shipping, both ways, guarantee their product, but they refuse.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/07/06) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is backed by a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine, or if the machine is not functioning properly. Your warranty states the following, "You are responsible for notifying Rug Doctor within thirty (30) days of original purchase if any parts or components are missing on your Pet Portable Spot Cleaner machine. You are responsible for testing and inspecting the machine's condition within thirty (30) days of original purchase for any issues of defects. If a machine is returned to a warranty center for repair within thirty (30) days of original purchase, Rug Doctor pays freight charges both to the warranty center and back to you. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. During the warranty period, but after the initial thirty (30) days, you will be responsible to pay any freight charges for shipment to the warranty center for repairs. Rug Doctor will pay the freight charges to return your machine to you." We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues and will provide a resolution for you. Although you are responsible for the shipping fee involved in order to ship the machine to our repair center, Rug Doctor does inspect the machine for free and will ship the machine back to you at our cost. Please let us know if you would like to return the machine to our repair center, and we can help you with the next steps. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shipping this heavy machine will cost too much. I purchased a product that should not need to be returned, it should work. Warranty should include shipping. I may as well out the money I would pay for shipping to buy a different product that actually works properly and notdeal with a company that doesn't care about the satisfaction of their customers. Business Response /* (4000, 10, 2022/07/12) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is backed by a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine, or if the machine is not functioning properly. Your warranty states the following, "You are responsible for notifying Rug Doctor within thirty (30) days of original purchase if any parts or components are missing on your Pet Portable Spot Cleaner machine. You are responsible for testing and inspecting the machine's condition within thirty (30) days of original purchase for any issues of defects. If a machine is returned to a warranty center for repair within thirty (30) days of original purchase, Rug Doctor pays freight charges both to the warranty center and back to you. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. During the warranty period, but after the initial thirty (30) days, you will be responsible to pay any freight charges for shipment to the warranty center for repairs. Rug Doctor will pay the freight charges to return your machine to you." We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues and will provide a resolution for you. Although you are responsible for the shipping fee involved in order to ship the machine to our repair center, Rug Doctor does inspect the machine for free and will ship the machine back to you at our cost. Please let us know if you would like to return the machine to our repair center, and we can help you with the next steps. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (4200, 12, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If there is no local repair center available rig doctor should provide a shipping label. Customers should not have to pay more money to get their machine fixed that they have only owned for a couple of months. Terrible customer service. Never will use this company again. So dissatisfied Business Response /* (4000, 15, 2022/08/11) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is backed by a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine, or if the machine is not functioning properly. Your warranty states the following, "You are responsible for notifying Rug Doctor within thirty (30) days of original purchase if any parts or components are missing on your Pet Portable Spot Cleaner machine. You are responsible for testing and inspecting the machine's condition within thirty (30) days of original purchase for any issues of defects. If a machine is returned to a warranty center for repair within thirty (30) days of original purchase, Rug Doctor pays freight charges both to the warranty center and back to you. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. During the warranty period, but after the initial thirty (30) days, you will be responsible to pay any freight charges for shipment to the warranty center for repairs. Rug Doctor will pay the freight charges to return your machine to you." We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues and will provide a resolution for you. Although you are responsible for the shipping fee involved in order to ship the machine to our repair center, Rug Doctor does inspect the machine for free and will ship the machine back to you at our cost. Please let us know if you would like to return the machine to our repair center, and we can help you with the next steps. Should you decide to move forward with the repair, please do not hesitate to reach out to us so that we may promptly assist you. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (4200, 17, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot afford the shipping fee, it's way too much and not a fair warranty. A company should have faith in the quality of product they produce. They shouldn't have to put limits on the warranty such as this, that in turn makes it too difficult for the already very frustrated customer to repair a product that they already paid a lot of money for. I have never experienced such poor customer service from a company, EVER. Rug Doctor does NOT care if their customers are satisfied, it's a shame. Business Response /* (4000, 19, 2022/08/16) */ Thank you for taking the time to educate us on your recent experience with Rug Doctor. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your incident, Rug Doctor reviewed your complaint and found the following information. Your Rug Doctor machine is backed by a 1-year limited consumer warranty, which requires you to notify Rug Doctor within 30 days of the original purchase if any parts or components are missing on your machine, or if the machine is not functioning properly. Your warranty states the following, "You are responsible for notifying Rug Doctor within thirty (30) days of original purchase if any parts or components are missing on your Pet Portable Spot Cleaner machine. You are responsible for testing and inspecting the machine's condition within thirty (30) days of original purchase for any issues of defects. If a machine is returned to a warranty center for repair within thirty (30) days of original purchase, Rug Doctor pays freight charges both to the warranty center and back to you. Thereafter, you may be directed to take the machine to a local repair center or required to ship the machine to a Rug Doctor warranty center should additional repairs be required during the warranty period. During the warranty period, but after the initial thirty (30) days, you will be responsible to pay any freight charges for shipment to the warranty center for repairs. Rug Doctor will pay the freight charges to return your machine to you." Our machine is outside of the written warranty period. We understand your frustration and want you to have a positive experience with Rug Doctor. Our repair center will be able to diagnose the issue. Once our repair center receives your machine, they will inspect and test it thoroughly to see if there are any defects or issues and will provide a resolution for you. Although you are responsible for the shipping fee involved in order to ship the machine to our repair center, Rug Doctor does inspect the machine for free and will ship the machine back to you at our cost. Please let us know if you would like to return the machine to our repair center, and we can help you with the next steps. Should you decide to move forward with the repair, please do not hesitate to reach out to us so that we may promptly assist you. Rug Doctor is grateful for your business and is proud to have you as one of its customers. We look forward to hearing from you and assisting you further in this matter. Thank you. Consumer Response /* (4200, 21, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They don't care, same response word of to word. I will deal with this in a different way, no point. Never will support this company again, ever.

• Initial Complaint

  Date:06/14/2022

  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.

  I rented a rug doctor 6/12/2022 from the Plano Texas location The driver from rug doctor dropped the machine off at my house the next day at 11 AM the driver called to pick up the machine to have it sent back the driver never returned the machine back to the rug doctor facility. Because one of their employees is a thief they are now contacting me at midnight by text message in by email threatening to charge me for their driver stealing their machine this is this is causing me stress I'm not able to sleep because I'm worried that they will try to deplete funds from my account I had to file a police report to ensure that I wouldn't be prosecuted for this machine being stolen this has been the most nightmarish experience I've ever had in my life. When I contacted customer service the representative hung up in my face and refused to let me speak with a supervisor.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/15) */ We absolutely apologize that the machine you received did not meet your expectations. We appreciate you taking your valuable time to notify us of this situation. Our team would like to assist you in resolving this matter. The prompt resolution of any issue faced by one of our valued customers is of the utmost importance to us. Upon receipt of your complaint, our team investigated the history of the incident. We discovered that you spoke with a customer support agent on 6/15/2022 regarding this issue, and the rep was able to resolve your complaint. We are happy to know that your issue has been satisfied. We apologize for the unpleasant experience and thank you for taking your valuable time to notify us of this situation. We work hard to ensure that each Rug Doctor rental is received in excellent and optimal condition. In the event that this is not the case, whether it be cleanliness or machine performance, our agents are ready and willing to assist with a resolution. Our contact information is provided directly on the kiosk screen or rental forms, your rental emailed receipt if you rented from an automated kiosk, as well as directly on each unit. Rug Doctor is grateful for your business and is proud to have you as one of its customers.