BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Ace Rug Cleaners meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Ace Rug Cleaners include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Steve Spalding, Owner
Carpet & Rug Cleaners Duct Cleaning Upholstery & Carpet Cleaning Fire & Water Damage Restoration
Alternate Business NamesAce Cleaning & Restoration Ace Cleans S & S Contracting
3000 E Kalamazoo St
Lansing, MI 48912 (517) 337-1771 (517) 337-1001 Directions
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Additional Phone Numbers
- (517) 337-1001(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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|10/11/2012||Problems with Product/Service|
Read Complaint Details
Complaint: My daughter spilled red juice on our carpet last night. I called Ace Carpet Cleaners this morning based on thier phone book ad that states they do red stain removal. They lady I spoke with indicated they had special products to help remove the stain and that they could have a crew to my house in half an hour. I told the man that I wanted the room with the stain cleaned and the hallway ONLY if they could remove the red stain because if they could not get it out, I would be replacing the carpet. I was also going to have them clean my son's room as well. If they were not going to be able to get the stain out, they I was going to have them clean my daughter's room instead of the hallway. They seemed ok with this plan of action. They started working on the room with the red stain. After they were "DONE" with the stain, it looked as if it was not touched, as red as ever. They also told me they had to clean the hallway because they had sprayed it with chemicals already so they could not do my daughter's room instead. Why did they say they were ok with what I had told them and then change thier mind. I would have had them clean a different room, not one where the carpet will be going in the trash as this hallway is connected to the main room with the red stain. I also find thier ad saying they do red stain removal to be an absolute lie. It clearly stated red stain removal. When I called them back, they said they have a good product but it does not get all red stains out, or heck, I would have at least liked for it to be faded. They didn't even touch it. So my complaints are for the false advertising and then saying I could wait on the hallway and then turning around and doing it anyway. They did not offer me an apology or any kind of refund which further enhanced on thier POOR customer service. They simply said I should know that not all red stains can be removed so it is my fault.
Desired Settlement: I believe they should refund me for 2 of the 3 rooms they cleaned since they lied cbout the red stain removal and I would not have had them clean my hallway. I am fine with the cleaning of my son's bedroom and am happy to pay for that. They told me on the phone I should know that not all red stains come out, eventhough I am not the one in the carpet busniness. If that is the case, they should not advertise "red stain removal".
Business Response: See attached.
Received this email from Ace Rug Cleaners as well as a signed work order:
A PDF of the work order is attached.
Please note the line that reads: "I have read the terms on the back and agree to same."
Of course, we cannot confirm that she did read it, but if not, why did she sign it?
No, I did not read the information on the back. I was upset and wanted them out of my house because they lied to me about being able to clean a different room. They said they had to finish cleaning the living room because they sprayed chemicals on it. I don't even want my money back. I just want an apology admitting that there is some level of miscommunication. "We are sorry that you feel there was some miscommunication". It doesn't even admit to fault, it just acknoledges how I feel. Your customer service is terrible and your inability to say sorry through this entire situation is why I will make a point to put as much negative feedback about your company on any website or anything other avenue I can find to make sure no one else recives this poor level of cleaning and customer service. Do not call, do not respond to me with anything else as I will not read it. I admit I am done with your company through the BBB, I will not open another email. Just know your company needs to work on "empathy".