I am rejecting this response because: We do not accept this response because we did indicate prior to the cleaning that we used chemical based solvent to clean the rug and were told that they could still clean the rugIf we were told upfront that the rug was unable to be cleaned, we would not have moved forward with the processIf the rug was "severely damaged" as the business owner indicated, then I am not sure why we would pay to have it cleaned or why they would take on the cleaning jobIf that were in fact the case, the business owner should have advised us that the rug was not able to be cleaned without severe damageAdditionally, the business owner took weeks to return the rug to us and on several occasions indicated that he would deliver it that day and did notWhen we followed up after receiving the rug, the business owner did not respond after three attempts to discuss the state of the rug
We do apologize in the delay of our response, however after looking in to the details of this customer we noted upon pre cleaning inspection the area rug was clearly previously damaged "severely" by the owners using over the counter chemicals that desolated the Glue that held the fiber to the backing of the rugThe customer also clearly stated they had used a "solivent based chemical" to treat a pet urine odor! The damaged area was noted before cleaning with photos attachedAn attempt was made to secure the damaged area but was to significant to be of any benifit! Upon pick up of the rug it was rolled up and not available to be inspected with the customer present! We do not accept liability for damages created by a customers attempt to self correct a delicate wool rug that should have been left to a professionalWe did also refund $to the customer and that is where we closed the case
I am rejecting this response because: We do not accept this response because we did indicate prior to the cleaning that we used chemical based solvent to clean the rug and were told that they could still clean the rugIf we were told upfront that the rug was unable to be cleaned, we would not have moved forward with the processIf the rug was "severely damaged" as the business owner indicated, then I am not sure why we would pay to have it cleaned or why they would take on the cleaning jobIf that were in fact the case, the business owner should have advised us that the rug was not able to be cleaned without severe damageAdditionally, the business owner took weeks to return the rug to us and on several occasions indicated that he would deliver it that day and did notWhen we followed up after receiving the rug, the business owner did not respond after three attempts to discuss the state of the rug
We do apologize in the delay of our response, however after looking in to the details of this customer we noted upon pre cleaning inspection the area rug was clearly previously damaged "severely" by the owners using over the counter chemicals that desolated the Glue that held the fiber to the backing of the rugThe customer also clearly stated they had used a "solivent based chemical" to treat a pet urine odor! The damaged area was noted before cleaning with photos attachedAn attempt was made to secure the damaged area but was to significant to be of any benifit! Upon pick up of the rug it was rolled up and not available to be inspected with the customer present! We do not accept liability for damages created by a customers attempt to self correct a delicate wool rug that should have been left to a professionalWe did also refund $to the customer and that is where we closed the case