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:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On 11.13.2023 I had a carpet cleaning appt. Special was any amount of rooms for 89.95. I had to place a card on file. Via phone they asked on a scale from 1-10 with 1 being the greatest how was my carpet I told them a 7 as I had kids and things were spilled in the carpet. He stated ok they will be out to me on Monday 11.13 between 9-12. When the man came he moved a show I had on my bedroom floor and said he would do this room last. After 30 minutes he said he was done without cleaning. My room. Prior to him leaving I asked him what was done as there was not one difference within the carpet. I made a call to file a complaint with the business and they told me we expect this from people like you. I had my boyfriend call to see about any resolvement and told him he was not his bro. Another racial slur as he knows we are black. I’m very disposed and upset and contemplating on calling the news as the comments were totally unnecessary. All I asked for what for what they promised.

  Business Response

  Date: 11/14/2023

  The consumer called for 3 rooms to be cleaned on the second floor of an apartment, she was quoted 109.95 (3 rooms, LR/DR/BDR, she had an additional BDR which was not included) for normal conditions. (light dirt sand and soil, normal usage) Upon arrival the service tech identified, nail polish, (removal not included) Gum, (removal not included) Paint, (removal not included). The conditions were identified as SEVERE, far from NORMAL. The customer was advised of conditions and despite being informed insisted on the standard cleaning, that service was rendered properly. Once the service technician completed the service and left the property the customer called our office and spoke to the office manager in an aggressive manner. She now disregarded everything from the booking(scheduling) process and from the onsite technicians evaluation and recommendations for severe conditions. We advised those condition require specific solutions and were not included without appropriate cost for those services, (nail polish, gum and paint removal).The customer became increasingly more agitated and unhinged and hung up the phone while the staff was speaking. A man called a few moments later identifying himself as her "husband" and attempted to bully the Office manager. The office manager acted professionally despite being referred to as "******' and "BRO" by this man who identified himself as her husband. National Carpets representatives acted properly and with professionalism on a recorded phone line. Despite abusive behavior and currently fashionable claims of "racism", the company's employees acted properly and demonstrated restraint of the highest level. NO REFUND IS DUE.

  Customer Answer

  Date: 11/15/2023

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

  Most Recent Message

  Date Sent: 11/14/2023 10:11:42 AM
  After reviewing the companies response in no way was this information true. I was no informed of any details regarding the carpet in what was needed to further assist with the cleaning. The tech even came into my room picked up a shoe I had on the floor, I told him sorry let me get the rest of the things up and he stated he would do this room last. So I honestly dont see how they can say they told me this and that in regards to the cleaning services that were not provided. I looked at google reviews and posts and seen how many people of color had the same issues. Their positive reviews are from the majority of white people. Coincidence im not sure. The manager stated to me specifically upon telling him my carpet was barely wet and nothing seemed to be of difference "We expect this from people like you." I assumed this meant because I was black as the tech of course seen me and maybe possibly from my voice via phone. Im a single mother of 3 so whom he stated called on my behalf was no one I know. However, I wish indeed I did have a male presence with me prior to having tech come as maybe I wouldnt have been disregarded in how I felt. The manager went back and forth with me via phone. He didnt even try to fake as if he wanted to help by asking for photos before and after. I have never encountered such a disrespect and racial slurs. I did expect better from a company that posted 40 years of experience on their site. I will post a few pictures of other reviews from people that experienced a similar experience. A refund is due because in fact services were not rendered. Services were not thoroughly completed. Although I would have preferred to have the service completed and completed correctly as promised from their site. The tech did not state anything to me upon reviewing the place . He simply used my hot water for his machine and i went into a room to get out of the way. There was no rush on my behalf to obtain a carpet cleaning so if it was told to me the severity of my carpet I would have taken what they suggested or simply declined the service. This was a birthday gift to me and this company failed at everything they advertise on their site. All im asking is for the numerous google reviews to be taken into consideration of how this company lies and commits racial sayings to people of color and how they are extremely unprofessional when questioned about services people paid for. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/16/2023

  Thank you for your prompt attention to this matter.

  Mgmt

  NCC.,inc ************

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 deeply regret not having read the reviews before engaging with this company. The multitude of negative reviews below accurately reflects my recent experience, particularly with the manager, Clint, who proved to be as discourteous as others have stated.
  
  Yesterday, Orlando the technician, arrived to steam clean our couch. While he was pleasant on a personal level, his professional demeanor left much to be desired. His approach to cleaning the couch appeared lackadaisical, with little effort evident in his work. Throughout the process, I observed him closely, and at one point, he turned off the cleaning machine, claiming he was finished. I had to ask him to turn the machine back on to address visibly soiled areas, to which he complied restarting the machine and going over the spots.
  
  However, after he left, the couch remained in nearly the same condition, if not slightly darker (because it was wet). However, he assured me that it would improve and lighten as it dried, but regrettably, the stains I had pointed out to him persisted even after the couch had dried completely.
  
  This morning, I contacted Clint to discuss a resolution. Rather than exhibiting professionalism and accepting responsibility for the poor quality service, Clint answered the phone with a discourteous tone. He informed me that, in order to have the same technician return to rectify the situation, an additional fee of $25 would be required.
  He informed me I had signed the contract after the service that says I was satisfied with the job.
  
  It is disheartening to contemplate that a business, well-equipped for success, would treat its customers in this manner, failing to take responsibility and rectify their errors without imposing additional charges. While I understand the inconvenience and costs involved, it is not my fault that the service provided fell short of expected quality. I have all the pictures with timestamps of how my couch is looking like right now.

  Business Response

  Date: 09/07/2023

  Mrs* ****** contacted our office staff stating that she was not satisfied with the results of the service. The Staff member inquired if she had inspected the service after completion, her response was "yes she had". She was then asked if she had signed the work order contract where it states the work has been satisfactorily completed, her response was "yes she had". She was advised that we would return to address any issue however, there would be a $25.00 fee to cover cost of return visit after she had approved the service. The $25.00 fee is to cover fuel and associated cost incurred for a return visit after she had approved the service. At no time was our office staff rude, unprofessional or discourteous, that is patently false. Our company will gladly return under the fair and reasonable conditions stated.

  Mgmt.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We had our carpet cleaned on :8/23/2023. They promised 3 bedrooms, stairs, hallway, loft and all the closets for $135.99 plus $175.00 for stain treatment. They treated, the stairs, loft, and hallway. We found 2 bedrooms completely dry after 2 hours. Where the other sections were still very wet.

  Business Response

  Date: 08/24/2023

  That is quite easily explained. not all areas, (wall to wall) require the STAIN/ SPOT removal. only some areas in order to keep the cost down for the consumer. Those areas will require additional dry time due to the additional moisture for the service. Furthermore the service technician will go lightly over areas that require little attention and concentrate on those areas which present a issue. The carpet will not dry all at one time, different areas will dry at different rates dependent on air flow and condition. The customer states no issue other than "dry time" which is clearly variable in areas. Example: a walk in closet with no vents can take 2 to 3 times or more as long to dry as a hallway with air vents and air flow. We regret you are not satisfied

  Business Response

  Date: 08/24/2023

  This customer complained about the dry time on the same day the service was performed, furthermore, She never contacted our business office for clarification or for information regarding "dry time" of services. Some companies, (not us) claim a 1 hour dry time while others cite a 24 hour dry time to cover extreme conditions. We generally advise our customers of a 3 to 5 hour dry time but that can vary in based on circumstances. Ms. *********** never contacted our office with these concerns. Complained to BBB the day her property was serviced. There is nothing out of order here, nothing. Management.

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  This company advertises a special with a coupon which I havent been able to copy but you can see in www.CarpetCare.org for carpet cleaning up to 2,000 sq ft 5 rooms for $89.95. When I called they asked for a credit card to make the reservation and although I was reluctant to give it the person said "company regulation because if the technician goes and no one is home there will be a $25 charge". He asked if there was feces or urine or pets involved and I said NO. I reiterated that the person is bedridden and someone is always there. When the technician arrived in a truck from some other company, I reiterated that the service wanted was that of the coupon but he said it was not possible to do it for that price. Then he started offering some options beginning with $400 +, then came down to $300+ until finally he said $226. I insisted that there is no budget and it could not be done for more than the $89.95 advertised because then they were misleading prospects. Then the person at the company said there would be a $25 charge! I reiterated that it was not my fault that they were misleading with their advertising and I would not be able to pay for something that it was their fault and not mine. They went ahead and charged my card! I want to report this business for false advertising and unfulfillment of their commitment because I others should not have to go through this ordeal as well! I refuse to pay the $25 which I don't believe I owe to them for something that they did not comply.

  Business Response

  Date: 01/30/2023

  The consumer was asked when scheduling about the condition of the carpet. The response was that the carpet had no pre-existing conditions other than normal use, that was untrue. The carpets were heavily stained and soiled needing extensive care, in addition the areas were a elderly home care patients living space. The condition (very poor) dictated not only a thorough deep cleaning but sanitization as well. Due to the condition and circumstances we gave several options she could employ which were all rejected and our coupons have clearly stated limitations. She was advised of our standard fees and cancellation policy when scheduling and before she provided the credit card information in agreement with those policies. A fair and low, $25. service call fee was applied for our time and to recoup fuel and labor cost for the appointment time wasted for others to take advantage of. No refund is due.

  Regards, Staff NCC,inc.

  407-862-2990

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Contracted with National Carpet Care Inc to perform carpet cleaning. Inspected the carpets post "clean" and absolutely nothing was removed. To verify, I rented my own carpet cleaner from the local hardware store, and the mud, dirt and grime it pulled from the carpets was unbelievable. Additionally, there was a significant visual difference in color after only 20 minutes of me cleaning.
  
  I provided video documentation and photo evidence to the company. Clint Bowling escalated the conversation and was very admit about the charges not being refunded.
  
  In previous years, I have been in property management and have seen thousands of carpets cleaned. This was by far the worst attempt I have ever seem. The company needs to provide a full refund. I do not want them anywhere near my properties again.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Mr. ***** contacted our office for service. The service was performed in Mr. *****'s absence. The following day he called to advise us that he had rented a machine. The carpets, by his own admission were in a heavily neglected condition. The carpets had wicked up overnight due to the severe condition. The customer has a 14 day warranty on service and the condition was covered under that warranty which he ignored. No refund is due, we regret Mr. ***** chose to disregard the service agreement.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  "The carpets had wicked up overnight..."
  Is very inaccurate as the machine was rented just hours after they "cleaned them". The submitted photos show a clear difference where I cleaned and they did not.
  
  "The carpets, by his own admission were in a heavily neglected condition."
  Also inaccurate. I was asked to rate the carpets when scheduling. I said there was a traffic area that I rated a 7 out of 10 in ONE of the three bedrooms.
  
  "The customer has a 14 day warranty on service and the condition was covered under that warranty which he ignored."
  Not clear. The purpose of renting the machine on my own was to determine if the carpets were cleaned in the first place. This was a confirmation that the visual check was correct and the carpets were indeed not cleaned.
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  No new information, asked and answered. Mr. ***** is incorrect in his assertions as to the carpet wicking. No further exchange necessary due to his own choice of remedy. We service thousands of homes annually his confrontational attitude excluded the follow up service. No further responses will be offered.
  
  
  Consumer Response /* (4200, 11, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No other information to provide. I would ask the BBB to make a decision at this point.
  
  In closing, Clint escalated the initial phone conversation unnecessarily and was very defensive about the service which he never saw for himself.