Rug Wash

Complaint: [redacted] I am rejecting this response because:Business has not provided service and returned my rug as promised? I email or call the company weekly and every week I'm told my rug will be done and returned next week? This has been going on for over six months? Empty promises never fulfilled Regards, [redacted] ?

Complaint: [redacted] ? I am rejecting this response because:I do not agree with the excuse that the service was not completed because the business relocated.? While I was told in December the business moved locations I was also informed that the dye pool was rebuilt by the end of December.? For roughly five months since that time, I have been told the rug was ready, or that it would be ready soon.? I have been repeatedly lied to, or in many cases, ignored completely.? I really would just like to get the service completed and my rug returned.? The manner this had been handled is inexcusable and Rugwash should just own up to that vs trying to make excuses.Ivana, I appreciate your effort, but as I've been promised my rug now for almost a year, I unfortunately, cannot put any faith in Rugwash until this issue is fully remedied.Although explained endless times, to avoid any confusion -- the rug should be medium gray (not dark gray) and washed out undertones of the original oriental pattern should show through.? This is what I was told would be done to my rug, yet it was dyed very dark solid gray.? Thanks Regards, [redacted] ?

Dear [redacted] I am? writing this letter with regard to your complaint.First of all we apologize for the inconvenience you experienced with our companyWe really understand how disappointing it can be when expectations are not metAlthough it may seem that what you have experienced is inexcusable, we need to explain that we were in the process of moving the company from our location in Kearny to the new one in Garfield which took us a significant time and caused unexpected delays in performing certain processesAs a part of this, we were waiting for a permission to start with overdyeWe are truly sorry you have been subjected to such a frustrating series of eventsThe process was additionally prolonged because we dyed the rug once but it did not come out as bright as you requested so we are in the process of overdying it again and we will need weeks at most to finish the process completely.Please, accept my sincere apologiesI will call you at the beginning of next week to arrange the date and time for deliveryFeel free to contact me should you have any further cause for concern.? Kind regards,? IvanaRug Wash?

Dear [redacted] ? Our company truly apologizes for the inconveniences you have been experiencing recently.We assure you t hat customer satisfaction is our priority and we will resolve this issueAlthough it may not be an acceptable excuse, the problem occurred when our driver who was new at our company, did not send the report on time so we did not have information that the rug needed to be treated againThis was really unprofessional and we apologies once again.? We will pick up the rug from you, repeat the process of cleaning and repair it without any chargeThis time we guarantee your full satisfaction.? Kind regards,? IvanaRug Wash Inc

Complaint: ***
I am rejecting this response because:Business has not provided service and returned my rug as promised I email or call the company weekly and every week I'm told my rug will be done and returned next week This has been going on for over six months Empty promises never fulfilled
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I do not agree with the excuse that the service was not completed because the business relocated. While I was told in December the business moved locations I was also informed that the dye pool was rebuilt by the end of December. For roughly five months since that time, I have been told the rug was ready, or that it would be ready soon. I have been repeatedly lied to, or in many cases, ignored completely. I really would just like to get the service completed and my rug returned. The manner this had been handled is inexcusable and Rugwash should just own up to that vs trying to make excuses.Ivana, I appreciate your effort, but as I've been promised my rug now for almost a year, I unfortunately, cannot put any faith in Rugwash until this issue is fully remedied.Although explained endless times, to avoid any confusion -- the rug should be medium gray (not dark gray) and washed out undertones of the original oriental pattern should show through. This is what I was told would be done to my rug, yet it was dyed very dark solid gray. Thanks
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Firstly, your new driver called you and you (the company owner) said to bing the rug back and the rug would be repaired at no costAt this point I would like a refund of the initial $and not have any further business with Rug WashYou are blaming this issue on your new driver and he did not damage the rugNor did he neglect to clean it properlyThis fabrication of the truth leaves me with no confidence I will get my rug back, in a satisfactory conditionThe fact remains that I’ve already paid you $for a service that was NOT rendered and in addition my $rug was damaged in the processPlease refund my initial payment of $and I will take my rug elsewhere.?
Regards,
*** ***?

Dear *** ** ***? ? As per our conversation in last couple of days we agreed that Rug Wash Inc should refund to you $which is a half of the total amountSince we had an issue with processing the credit card, please find attached a cheque.? Rug Wash Inc truly apologizes for all the inconveniences you have experienced.? Kind regards,? Ivana

Dear *** ***I am? writing this letter with regard to your complaint.First of all we apologize for the inconvenience you experienced with our companyWe really understand how disappointing it can be when expectations are not metAlthough it may seem that what you have experienced is
inexcusable, we need to explain that we were in the process of moving the company from our location in Kearny to the new one in Garfield which took us a significant time and caused unexpected delays in performing certain processesAs a part of this, we were waiting for a permission to start with overdyeWe are truly sorry you have been subjected to such a frustrating series of eventsThe process was additionally prolonged because we dyed the rug once but it did not come out as bright as you requested so we are in the process of overdying it again and we will need weeks at most to finish the process completely.Please, accept my sincere apologiesI will call you at the beginning of next week to arrange the date and time for deliveryFeel free to contact me should you have any further cause for concern.? Kind regards,? IvanaRug Wash?

Dear *** ***? Our company truly apologizes for the inconveniences you have been experiencing recently.We assure you t hat customer satisfaction is our priority and we will resolve this issueAlthough it may not be an acceptable excuse, the problem occurred when our driver who was new at
our company, did not send the report on time so we did not have information that the rug needed to be treated againThis was really unprofessional and we apologies once again.? We will pick up the rug from you, repeat the process of cleaning and repair it without any chargeThis time we guarantee your full satisfaction.? Kind regards,? IvanaRug Wash Inc

Review: I paid Rug Wash $1,000 to clean my hand made Chinese 9 x 12 ft Wool Rug. There was a small 1 sq ft stain from dog urine. They promised to make the rug look new. After the first attempt the stain reappeared. Rug Wash attempted to clean it again. After the second attempt the entire right side of the carpet lost its brilliance. The colors were washed out and faded. Rug Wash attempted to restore the color 5 times with no success. I have since called Rug Wash at least 20 times and was assured the owner/manager ([redacted]) would return my call. He never did. Finally Rug Wash gave me his cell number. I called and left a message with no return call. I have no option at this point other than to resolve this in Court since the owner refuses to have the common decency to return my 20 messages left for him. The delivery man for Rug Wash commented that he believed my rug was worth over $10,000. It is irreplaceable.Desired Settlement: I am requesting a $3,000 payment for damage to my $10,000 rug.

Review: On 12/12/13 a representative from Rug Wash came to our house to examine a soiled rug and to give an estimate for a deep clean and scotch guard. The representative was told that rug was expensive and that care must be given to prevent color bleeding, etc. He informed us that they were the best in the region and in fact, the other carpet companies all use them as sub contractors. He told us we would have our rug back in pristine condition in 7 to 10 days and certainly before the holidays. The charge was 626.84 for the cleaning plus scotch guarding. We called after such period of time and received no response. We called again in January with no response. Around about the middle of January, we were contacted by the representative who told us that the cleaning process had bleached our rug and that he could fix it for a mere 1500 dollars. We weren't interested in spending that kind of money on the rug but we asked him to send us a picture of the rug so we could evaluate the damage. We continued to follow up but he never did send the picture. We continued to call the company and were ignored. In March, after dozens more calls, we were told it would be delivered that week and it did not arrive. This process was repeated. We spoke to manager who promised to look into the matter and tell us about the condition of the rug and get it to us promptly and the rug never arrived. It is now April 10th and we still have not received the rug. We have been charged for the full amount of 626.84-although we told them specifically that we did not want the scotch guarding if indeed the rug had been bleached-they charged us anyway. We still don't know the condition of the rug and if we should be entitled to additional sums for damage done. This company failed in their service, did not uphold their contract, processed unauthorized charges, engaged in shady business practices, engaged in bait and switch advertising (initial promo offer not upheld), services performed damaging.Desired Settlement: My rug should be repaired without charge including without limitation fixing whatever bleaching happened as a result of their negligence and I should be refunded the full amount of the charges.

Review: I engaged Rug Wash to come service my home after receiving an email from a local organization that if I call them I will receive 10% off. When the technician was here I asked about the 10% off and was told I needed to contact the owner. I emailed 2 times with no response. In addition, the job that was performed was BELOW standard. I was led to believe by getting the highest package that the stains in my carpets would come out - (which they would not with the lower package) not only were the stains back the next day but the men who were in my home careless and inconsiderate of my personal property. They used my bathroom with out asking, left the toilet dirty and the seat up, the shower was dripping and the shower head not hung up properly (apparently they used the shower to fill buckets), the fan was left on the bathroom, my air hockey table was thrown into the laundry room and the toys were just carelessly moved.

I emailed twice about these issues and did not receive any response from the company.Desired Settlement: I would like a full refund for the work performed.

Rug Wash did a fabulous job at removing some stains I had on my rug. They brought my rug back to life! It looks brand new - the colors are more vibrant, the feel is so soft and it smells so nice. I will be using Rug Wash again. Thank you!