New York Carpet Cleaning, Inc.

Review: I had New York carpet cleaning inc pick up my 8x10 oriental rug in the beginning of first week of February 2015, I asked for basic cleaning. I paid $100 deposit when the rug was picked up. On February [redacted] the rug was brought back and I paid my balance of $260. With closer inspection of the rug I realized that the bristles were flat and the rug was not cleaned to satisfaction, the delivery guy took the rug to be brushed. Few weeks later the rug was brought back. We opened it in my livingroom and the bristles looked better so I signed for the rug. I noticed a smell but I thought it would vanish in a few days. Next day I also realized there were white spots all over the rug and the edges of the rug were shredding. I called New York carpet cleaning and spoke to [redacted], who at this point knew my name. She said someone was going to come take a look at it. When the technician came he said it looked as they had sprinkled a deodorizer and it needed to be rinsed. So he took the rug back. Rug was delivered again after weeks, but in closer inspection, those white stains were still present. They took the rug back. At this point I started asking for [redacted] to speak to her supervisor and ask him to figure out some kind of compensation since it had been a couple of months now and I had been more than kind and understanding. I was continuesly told he was out on the field and that she would leave him a message. Finally yesterday may [redacted] 2015, over 3 months after they first picked up my rug, it was brought back. We opened it in my livingroom and the white stains appeared to be gone. I ran my hand through the rug, and my hand was completely stained in dark blue ink! I called [redacted] to find out what was going on, she said they needed to bring it back to hang it to dry!? The rug is dry and at this point they have had it for over 3 months. I told her I needed the manager to contact me by the end of the day and that I wanted a refund so that I can send the rug to be cleaned with a different company.

I have had no contact from the manager. The rug is in my hallway wrapped up and waiting for my refund so I can send it to be cleaned by a different company.

I feel that I gave them 3 months and multiple opportunities to cleans rug and it just came back worse. If something happened to the rug while it was being cleaned, I wouldbe appreciated communication about it, rather than lying and trying to cover it up.

I have waited for the manager to contact me for weeks now since the first time I requested to speak to him with absolutely no respond.

I'm looking for full refund.Desired Settlement: New York carpet cleaning inc will refund me fully so that I can send the rug to be cleaned by another company

Business

Response:

This client called us because she had this area rug in her backyard for about a year. She had explained that the rug was out in the open and was wet because it had been exposed to rain and other natural elements outside. Upon pick up we advised [redacted] we had to do a sanitizing treatment because of the water damage and that we would do our best to clean the rug. The rug was cleaned and delivered but [redacted] was unhappy with the cleaning and we took the rug back for reprocessing. The rug was then redelivered a second time and was accpeted. [redacted] called back a couple of days later complaining of damage to the rug and white spots. We went to pick up the rug again. We looked at the pictures of the rug when it came in originally and it did have the damages to the end of the rug. We advised [redacted] of the original damage and we agreed to reprocess again to try to remove the white spots. The rug was delivered again but again she refused because she was unhappy with the cleaning. The rug was taken back again. The rug was then delivered to her and she was happy with the cleaning but then complained of the color running. She was advised that the rug may not have been completely dry and we would take it back for drying. She refused. We have done our best to clean and return this rug in satisfactory condition after it had been left outside for over a year.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

yes, rug was outside before pick up, but it did not have white spots on it. I had an employee from the company tell me it was due to something that was done to the rug and they took it back to fix it. Rug came back with ink/ color on the white spots. It's not bleeding color besides on the areas the company had tried to hide the white spots. I gave the company over 3 months to fix what they had done, during which time I have been more than understanding. I want a refund. It is absurd that they would damage someone's property and then try to hide it and lie. I'm a single mother with a toddler. I can't afford a new rug, and I can't use my rug since it has color/ ink coming out as my child would crawl/ play on the rug.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have taken back this rug countless times because the customer has not been happy with the result. We have done everything possible to salvage this rug after it had been left for more than 1 year in the client's backyard enduring the outside weather. We feel we have been more than fair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have never disputed the damages the rug had prior to pick up. Those however were never the reason the rug was sent back. So stating that it was outside before pick up, is irrelevant. Reason the rug was sent back were the white spots that appeared the second time it was brought back to me. After 3 months of having my rug, it came back with some kind of color or ink places on the white spots. That color comes off and stains hands/feet/clothing, which makes the rug unusable. Company has never taken responsibility for anything, all I've been told are lies and excuses. I'm yet to hear from a manager, who I was told was going to contact me multiple times. Had they been honest with me, given me a partial refund and apologized, I would've been fine.But I paid for the cleaning on full in the beginning of February- it's now mid June- and the rug kept coming back worse and worse every time, with the company taking zero responsibility. I don't think they have the ability to fix what they have done, which is why I need a full refund so I can send the rug to a different place to be cleaned.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: New York Carpet Cleaning, Inc. essentially picked up my rug for cleaning, returned it in worse condition essentially destroying the strands of fabric and charged me double the agreed rate of $340 or $680. I contacted the company and was told that the cost would be $340. I agreed and they picked it up for cleaning. After 3 weeks I spoke with [redacted] ([redacted]) at New York Carpet Cleaning, Inc. and told me that the cost would now be $680 because of mold. I was skeptical about the mold since the carpet was only logged with water for a day or so and was picked up almost immediately after the being water logged Since they had my property I reluctantly agreed. The rug (12x9) is all wool and retails for $8,000. The rug was returned to me in far WORSE condition than when I let New York Carpet Cleaning pick it up. I contacted New York Carpet Cleaning, Inc. and [redacted] said that she would pass on my complaint to her [redacted]. He never called me. He never e-mailed me. He never texted me. He never had [redacted] even call me back, nothing. However he did charge my credit card and ADDITIONAL $340. New York Carpet Cleaning Inc. would not own up to the error or even have the common moral decency to pick up the phone and explain why my rug was in WORSE condition than when I had New York Carpet Cleaning, Inc. pick it up. One day after Christmas I had an independent rug cleaning contractor come buy my apartment, assess the damage. He brought up a white rag, soaked it under cold water and removed some of the brown stains that were left from the damage that New York Carpet Cleaning, Inc. caused. The gentleman offered to clean the rug for $200.He informed me that this was NOT caused by mold (which would come clean) or water damage. Under the advice of counsel, his professional opinion will be heard in small claims court when all parties are subpoenaed if this issue is not resolved as per this Revdex.com filed complaint.Desired Settlement: I'm seeking what is fair and reasonable. My rug was cleaned to an acceptable product by the second company-I have before and after photos from New York Rug Cleaning, Inc. and the independent professional cleaner. For this-I'm demanding $680 back from New York Carpet Cleaning, Inc.Attached are the damaged rug photos which were taken after New York Carpet Cleaning, Inc. returned the rug.The clean photos are after the independent service (which took two days) returned the rug on 12/**/14.

Business

Response:

[redacted] called our company because he had a flood in his home. During that conversation he was advised that the starting price for cleaning would be $340. Upon inspection of the rug we advised [redacted] the charge would be $680 because of the type of rug, the condition and the treatment needed. At the time of delivery [redacted] was not happy with the cleaning and refused to allow us to take back the rug for reprocessing and refused to pay the balance. He asked the delivery techs to leave which they did. The police were called because we needed proof that the rug was delivered and the client refused to pay the balance. Because the rug was delivered the balance was charged to his credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] First off, my name is [redacted] not [redacted]. If New York Carpet cleaning had contacted me they may have learned my name. The $680 charge that was discussed was NOT based upon "special" treatment. [redacted] at New York Carpet Cleaning said that the rug had mold which was not the case according to the company that cleaned the rug after New York Carpet Cleaning damaged it. The rug was damaged and ruined by New York Carpet Cleaning. Whether the agreed upon charge was $300 or $3000, service was not only sub par it was negligent. I spoke with [redacted] and we agreed that the rug was worse off than when it was delivered. New York Carpet Cleaning AT MINIMUM should offer to reimburse me for the cost notwithstanding the negligent damage they caused which I intend to prove. In regards to the police report. I had left my building shortly after the carpet techs left my apt (tipped $20 as well). These two men were in a van outside a delivery entrance. I called the police myself because I felt threatened. I was advised not to return to my apartment that evening. I refuse to be bullied by a company providing NEGLIGENT service and possible "strong arm" tactics. My thanks to the Revdex.com for attempting to mediate this matter. Your service is needed for consumers who are ripped off everywhere. Have a prosperous 2015. Thank you [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I have multiple photos of the rug after it was returned. The condition shown in the photo is FAR better than the end product. This only strengthens my case. At this point, I will let the courts decide. Again, I demand 100% of my money back immediately. This case, otherwise, will see the inside of an arbitration room. My attorney's are family and are in agreement with my case. Papers have been filed in small claims court as of last week. We will be subpoenaing the [redacted] at the carpet company-I believe her name was [redacted]. We will also be having the court request an affidavit and subpoenas from the 2 delivery men. Thanks to the Revdex.com for standing up for the people-you guys are the best. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] contacted us in order to help him with a rug that had water damage. We picked up the rug and did the best we could in order to process the rug properly. Attached you will find pictures of the rug when it originally came into our office. Upon delivery [redacted] was not happy with the cleaning and we offered to take the rug back to reprocess or re clean it in his home. [redacted] refused both services. Please review pictures. [redacted]New York Carpet Cleaning®, Inc.[redacted]###-###-#### New York Location:[redacted]

New Jersey Location:[redacted]

[redacted] LET'S CONNECT! [redacted]New York Carpet Cleaning®, Inc.[redacted]###-###-#### [redacted]

[redacted] LET'S CONNECT!

My husband and I had a very good experience with New York Carpet Cleaning with respect to cleaning our rug areas. We had rented a home while on business here in this area for a period of 6 months. Although we loved the home, the upholstery ... not so much. They were dirty from previous renters. So we called the company to come and clean the upholstered furniture. They did a great job taking care of the spots that were apparent on the couch and recliner. After they were done, the upholstery smelled great and fresh, which lingered to the whole house. Great reliable company.

Review: On 11/*/14 New York Carpet Cleaning picked up my rug for a basic cleaning and scotch guard. We were instructed that rug would be returned within 2 weeks of the pick up date. After the 2 weeks had passed we had not received a call on the delivery status of the rug. I decided to follow up on my own and spoke with a female named [redacted].I asked when my rug would be delivered and she stated there were a few issues with the rug and they would have to clean it for a 2nd time and she would contact me on when the rug would be ready for delivery. Another week had passed and I had not heard back from [redacted], therefore I decided to follow up on my own once again. [redacted] stated the rug was ready for delivery and an 11/**/14 delivery date was scheduled. In the interim I had also spoken to the [redacted] of the company named [redacted], he assured we would be handling the care and delivery of the rug and that I was in good hands. On 11/**/14 at 5:20 pm my rug was delivered to my home. The driver and I proceeded to unroll the rug and has noticed the rug was damp and was not fully dry. Upon further investigation of the rug, I noticed numerous stains and damage that was not on the rug when originally picked by on 11/*/14. Please note, the rug was only 30 days old when it was picked up by the said company. While the driver was in my home we called [redacted] and both the driver and [redacted] agreed to take the rug back as the driver agreed it was not in acceptable condition. When I spoke with [redacted] she stated she would not be back in the office until Monday, 12/*/14 and would call me when she inspected the rug. Again, [redacted] did not call me as promised and I followed up with her. She stated they would have to clean the rug for the 3rd time to remove the numerous stains on the rug that were not originally on my rug. [redacted] stated she would follow up with me on a new delivery date. In the interim, I spoke to [redacted] once again and he stated he was personally handling my rug and he would personally deliver it to my home on 12/**/14. [redacted] and a driver delivered my rug on 12/**/14. The 3 of us unrolled the rug and noticed it was in worse condition than ever. There were several rust colored stains throughout the rug, it had lost it's luster, it was shrunk, and it was severely damaged by cleaning and stretching on numerous occasions within a small period of time. [redacted] agreed to take the rug back and he assured me that he was going to "fix" all these issues and the next time I would see it the rug it would be in like brand new condition as when it was originally picked up on 11/*/14. Since 12/**/14 I called [redacted] and [redacted] every week on the status of my rug. During all my calls I attempted to come to a resolution my asking for New York Carpet to replace my rug with a new identical rug. [redacted] stated he would not do that and became belligerent, rude and stated he would not do anything further, but deliver my rug back to me. I stated that New York Carpet had damaged my rug beyond repair and this was unacceptable. I stated he would need to take responsibility for the actions of his company and make good on the excessive damage to my carpet. He stated my rug was like new and that he would have it delivered or if I rejected the deliver he would deem the rug his possession without recourse. In a attempt to inspect the rug for one final time and come to an agreement, we scheduled yet another deliver date for 1/**/15. The rug was delivered for the 3 time and again it was in worse condition than any other time. It was now torn, frayed, stained all over and basically beyond repair. The delivery driver took the rug back and had admitted that the rug was damaged beyond repair and that it was nothing like this when originally picked up. He even stated he would not accept this rug in this condition. Again no follow up call from [redacted] or [redacted]. I decided to wait a few days and then called [redacted] on my own on 1/**/15. We discussed the issue at hand and she stated she would need to speak with [redacted] and call me back as at this point I wanted a new identical rug or compensation. [redacted] did call me back later stating that [redacted] did not agree to either of my requests. I then proceeded to let [redacted] know that I would be taking further action and have a video of the delivery and her driver acknowledging to be on video discussing the damaged rug. [redacted] stated once again she would call me back after she spoke with [redacted]. After 30 mins [redacted] asked for a copy of the original invoice from my purchase of the rug and a copy of the video. I stated I would send her a copy of the invoice, but would keep the video for further litigation. On 1/[redacted]/15 I asked for a response back on compensation in which I have not received one. Copies of emails between all parties can be entered as exhibit A, photos can be entered as exhibit B, copy of the purchase invoice can be entered as exhibit C and the video can be entered as exhibit D if and when needed.Desired Settlement: After numerous attempts to rectify the issue at hand starting on 11/*/14 through 1/**/15, New York Carpet Cleaning has failed to assume liability and compensate me for my rug which they damaged beyond repair. [redacted] and [redacted] both have clear evidence of the damage as they continue to be in possession of my rug. They are engaging in bad business practices trying to fool me as the consumer and not accept liability. It is very clear that they damaged rug and proof can be provided. I would like full compensation for my rug in the amount of $1,890.00 as shown on my invoice and the return of the $100.00 deposit taken on 11/*/14 to clean my rug. Claims for lost wages to meet the drivers on 3 different occasions and the numerous calls will be determined should the Revdex.com allow compensation for such.

Business

Response:

This rug was picked up originally for cleaning from [redacted] because of a stain that he could not remove himself. He advised that they had tried to remove the stain but were unsuccessful and the rug was a gift from his recent marriage. Upon pick up of the rug [redacted] was advised we would do our best to remove the stain and we would [redacted] the rug. The rug was processed in our facility and we did have to process the rug again for a second time because we wanted to do our best to remove the stain. We had been communicating with [redacted] to advise the status of the rug and he was unhappy because he had a photo shoot in his home and wanted the rug back in time for that. We did our best to remove the stain but upon delivery the customer was unhappy with the cleaning because the stain was not completely removed. We agreed to take the rug back and reprocess the rug again. At this point [redacted] began contacting our company and discussing the rug. Upon the following delivery the customer again refused the rug because the stain on the rug was still present and he claimed the rug was damaged and refused rug. We offered [redacted] a refund of the cleaning but he refused to accept this. The contract that [redacted] signed underlines that we will refund the customer the cost of the cleaning which we offered. We will be happy to refund the deposit that [redacted] provided for cleaning and return the rug.

Review: I called the company to clean the carpet and an area rug. They cleaned the carpet fine, but the area rug stayed wet and smelled horrible. It was not drying so I called them to come clean it again. They picked it up and "cleaned" it again. When they brought it back, it looked worse then before I had them clean it. They took it back again. They "cleaned" it again. When they brought it back, it looked a little better, but they had stretched the fabric. It looks like they hung it over something to dry. It now will not lie flat on the floor. They basically ruined an almost new rug that was every expensive (~$500). The whole process took about a month.Desired Settlement: I would like some sort of cash payment to cover the cost of my ruined rug. If I do not receive anything, I will file a claim in court.

Business

Response:

On 2/**/2014 we cleaned 2 bedrooms for $181 (this included a 15% discount) and added one rug at no extra charge. On the 26th we went back to the client because he was unhappy with the rug cleaning because the rug remained wet and began to smell. We picked up the rug and reprocessed the rug and tried to deliver the rug. Upon delivery the client was unhappy with the color of the rug and we took the rug back again for a third processing. The last delivery date the client accepted the rug. At that time the client did not mention anything about the rug not laying flat.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I agree with most of the what the business said. However, a discount was applied only after they arrived at 8:00 PM on the original date after agreeing to come between 8 - 10 AM. When they delivered the rug the last time, I did not the issue of it not laying flat. They said it would after it settled. It looks like they hung it up wet and the fabric stretched. At that point, I had put in countless hours dealing with their incompetence. It just is very odd that a carpet cleaning company cannot actually clean carpet. Instead, they basically ruined a brand new rug.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We did our best in order to rectify this situation. Again we want to reiterate that we did this rug cleaning for free and can provide no refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I still think this is company with questionable business practices. I would not have taken the "free" rug cleaning had I known it would have ruined my rug.

Sincerely,