Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/02/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 4 area rugs picked up on Oct 10/23. The first problem I experienced was when the Fresh and Clean employee lifted a tv console table to gain access to the rug and he pulled off the top. The top piece held together the unit, and unfortunately, it completely came apart. I decided not to complain about it because I was in the middle of a move and I just wanted a good job on my carpet cleaning. The rugs were returned to me at my new address on Nov 3/23, but I was unable to open them for inspection right away due to the move. On Nov 20/23 I sent an email to my contact detailing my concerns with their work. One rug was discoloured - it had a greyish tinge all over and the stain I wanted removed was now more pronounced. The other two rugs had dirt staining along the edges of their front and back. My three wool rugs were now stiff and less pliable - something happened to them texturally. The backing was crusty and dry. The smallest, least expensive shag was the only rug not damaged. On Nov 27/23 these three rugs were picked up to be re-cleaned. I received a call the following day letting me know they were ready and on a truck to be returned to me. I was not home to receive them, so I allowed them to drop the rugs off at my mother's home instead. On Dec 5/23, I emailed my contact the new issues. Some of the staining had lightened, but was still obvious and the backing had formed crack lines across the rugs. They were also crumbling, creating a dusty powder debris all over the floor. I emailed and called my contact regularly throughout December and January requesting a solution. They offered to re-clean for a third time, but that would not address the destroyed backing. After several attempts to speak to the owner, I finally received an email from him on Feb 4/24. He offered to refund me $200, but did not accept any responsibility for the damages. I requested a full refund of $425 and $250 for each of the three rugs to put towards their replacement cost. He declined.

  Business Response

  Date: 21/02/2024

  Hello:
  I have been on vacation for a week and then sold my building on my return and am just seeing these repetitive emails.
  Regarding your rugs-Yes that is the wall to wall carpet you are trying to call area rugs doing what they do and you are blaming me.
  We have volunteered to remedy the rugs and you refuse.
  You blame us for your furniture falling apart when we lift it??
  *** **** **** ** ********
  We will not continue to have the same conversation over and over again. This is not discourteous, it is just a reality.
  So if you would like to follow a societal standard, then we will address it. If you want to complain until we give you money that we cannot afford to just give away, you will be waiting a long time.
  Let us know if you would like to follow normal protocols.
  
  Thank you

  Customer Answer

  Date: 21/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  He did not address my concerns and has already tried to re-clean my rugs. They were further damaged after the second cleaning. I do not understand how cleaning them again will help the crumbling backing. Also, the first I heard about my rugs being carpet was from the owner, when he finally responded to me. No one raised any concern about the rugs or how they were made during the first two pick ups or after the two attempts to clean them. 
  

  This is the third time I have been told he was on vacation since late November. ***** ** ** **** ** ****** ** **** ** **** ** * ****** *** * ************ ** **** *********** ***** Also, shouldn’t they have insurance for situations like this, when a clients product is damaged? 

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/03/2024

  We have offered to re-clean the carpets before and as we have said that these are not area rugs  she was sold by someone. We did offer a refund but the customer said no to the refund amount that was offered. Also, when our tech went to pick up the customer asked the tech to help move the console but we are not responsible for any damage that may have been caused but the customer refused the amount. Please let us know if anything else is needed from us.

  Customer Answer

  Date: 18/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This business keeps saying the same things and is not addressing the actual issue. The following are my responses to their comments:

  1. I shared the information about the broken console simply for context. I did not ask for any compensation for it.

  2. I allowed them to re-clean the carpets, but that did not remove the stains they created from the first cleaning and further damaged the backing. I do not see how a third attempt to clean them can repair the crumbled backing.

  3. I was never told there was any sort of issue about the manufacturing of my rugs until after I complained about the service. If they felt they could not clean them without damaging them, they should have told me before their first or second attempt. All three of these rugs were purchased from reputable manufacturers. I selected the wool blends and they were custom made to my size requests. That is standard practice.

  4. This business offered me $200 compensation. Why would I agree to pay for the cleaning of my rugs if they in fact actually stained them and rendered them unusable?Therefore, I feel they should be offering a full refund. In addition, since the backing is destroyed, I now have to replace these three rugs which will cost thousands of dollars. One rug is virgin wool and the other two are wool blends. I have requested that they contribute $250 to the replacement cost of each rug. 
  

  I have spent four months trying to communicate with this company regarding this very legitimate complaint and the owner has never even spoken to me. I am well aware that issues come up and accidents can happen, but the customer should not be made to feel like they have done something wrong when their property has been damaged. This business should have insurance for circumstances such as this and they should offer refunds for unexpected mishaps in their process. 
  

  I am open to discussing a reasonable refund for the terrible service and lack of customer care after the fact.

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 22/03/2024

  Hello 

  We will issue a full refund on the original invoice for invoice# ***** - $425.00. If this is okay with the customer we will issue a payment for the refund amount. 

  Please let us know if this amount is correct as we want to end this issue and just resolve it.

  Regards,

  Fresh and Clean

  Customer Answer

  Date: 01/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
  
  
  
  Sincerely,
  
  
  
  ***** *******