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Southfield, Serving Eastern Michigan & the U.P.

BBB Accredited Business since

Ace Rug Cleaners

Phone: (517) 337-1771 Fax: (517) 337-8005 View Additional Phone Numbers 3000 E Kalamazoo St, Lansing, MI 48912 http://www.acecleans.com

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BBB Accreditation

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

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Ace Rug Cleaners
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 08, 1998 Business started: 01/01/1950 in 0
Business Management
Mr. Steve Spalding, Owner
Contact Information
Principal: Mr. Steve Spalding, Owner
Business Category

Carpet & Rug Cleaners Duct Cleaning Upholstery & Carpet Cleaning Fire & Water Damage Restoration

Alternate Business Names
Ace Cleaning & Restoration Ace Cleans S & S Contracting

Additional Locations

  • 3000 E Kalamazoo St

    Lansing, MI 48912 (517) 337-1771 (517) 337-1001

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (517) 337-1001(Phone)
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Complaint Detail(s)

9/4/2014 Billing/Collection Issues
10/11/2012 Problems with Product/Service
8/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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.

Business Response:

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? 

 

Consumer Response:

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".