We have been speaking with [redacted] just about every day. Her rug has a wool face and a synthetic backing. In the cleaning the wool will shrink slightly the first time it is cleaned which is normal and part of our written agreement. This shrinkage is normal and not noticeable to...
the consumer as the shrinkage is uniform. This rug has a backing on it that did not shrink due to it being synthetic. So the backing looked stretched. We offered to repair the situation which [redacted] refused even though our written contract clearly states that in case of damage we have the right to repair or replace at our option. We have repaired her rug and it lays flat now and looks beautiful. We agree that our quality control should have caught the issue before the first delivery but unfortunately it was missed. Once we became aware of the problem we immediately offered to correct the problem at no additional charge. [redacted] is not agreeable to the repair and even now that the rug is repaired she will not allow us to deliver the rug. As you see from her request here she is asking for money in excess of what she paid for the rug four years ago. This rug did not appreciate in value but depreciated significantly. So even if the rug were ruined, her request for more money than she paid is not proper. We would offer her if the rug was ruined the actual value of the rug when we received it. At this point the rug is in great condition and ready for delivery. We offered to deliver Friday May [redacted] which is the day after tomorrow. [redacted] has refused. I should also add that [redacted] made this complaint against Long Island Carpet Cleaners, despite telling you in her complaint that her contract and receipt is from [redacted]'s. Not sure how one can make a complaint against a company that she did not call, pay nor have any agreement with. She has the wrong company in her complaint. But the conclusion here is the rug is clean and in fine condition. All we need is for [redacted] to take possession of her rug.
We have been speaking with [redacted] just about every day. Her rug has a wool face and a synthetic backing. In the cleaning the wool will shrink slightly the first time it is cleaned which is normal and part of our written agreement. This shrinkage is normal and not noticeable to...
the consumer as the shrinkage is uniform. This rug has a backing on it that did not shrink due to it being synthetic. So the backing looked stretched. We offered to repair the situation which [redacted] refused even though our written contract clearly states that in case of damage we have the right to repair or replace at our option. We have repaired her rug and it lays flat now and looks beautiful. We agree that our quality control should have caught the issue before the first delivery but unfortunately it was missed. Once we became aware of the problem we immediately offered to correct the problem at no additional charge. [redacted] is not agreeable to the repair and even now that the rug is repaired she will not allow us to deliver the rug. As you see from her request here she is asking for money in excess of what she paid for the rug four years ago. This rug did not appreciate in value but depreciated significantly. So even if the rug were ruined, her request for more money than she paid is not proper. We would offer her if the rug was ruined the actual value of the rug when we received it. At this point the rug is in great condition and ready for delivery. We offered to deliver Friday May [redacted] which is the day after tomorrow. [redacted] has refused. I should also add that [redacted] made this complaint against Long Island Carpet Cleaners, despite telling you in her complaint that her contract and receipt is from [redacted]'s. Not sure how one can make a complaint against a company that she did not call, pay nor have any agreement with. She has the wrong company in her complaint. But the conclusion here is the rug is clean and in fine condition. All we need is for [redacted] to take possession of her rug.