I'm a 10+ year owner here at the Ritz. I've had my carpets cleaned successfully every year as tenants move out. For years a preferred vendor took great care of me, but as his health declined I was looking for someone new. Big Al a.k.a. Alfred was recommended. He took 4HRS to clean 3 area rugs + headboard. Unfortunately he ruined one of my rugs. I've attached pictures. He immediately apologized and said he'd replace it. He offered to come over to remove the rug, I was uncomfortable with my personal experience with him so I opted for the building maintenance team to help. It took 4 of us to remove the area rug. He knew the Ritz was removing the rug, we communicated regularly. He knew I was communicating with the interior designer who did the decor. When I got the estimate to replace from the designer he then refused to pay for the rug and asked for make, model and original receipt, all of which he didn't ask earlier. I eventually got the make + model but due to a server issue at the Ritz they couldn't get the original receipt. (We bought everything from the model and it's a custom rug only sold to interior designers and it's super expensive). Bottom line he promise to replace, he will not. I provided, after back and forth with the designer, the make and model. I even went with a lesser option to save him money, my rug border cost 30% more. He didn't refund me what I paid for cleaning, he won't replace what he destroyed. I've felt unsafe as a single woman. He destroyed my rug. He refused after promising to replace it to replace it, after he found out what it cost. He didn't offer to refund my cleaning. The rug had normal wear and tear, it had no stains. I have before and after pictures, I've included. I have always counted on the building recommendations as an owner who didn't live on site. I just don't want anyone to experience what I did. I signed nothing not guaranteeing his work. He told me to get an attorney and he'd see me in court. I am a small business owner, this is never how I would treat a client. I would have provided steps and what I would need for an insurance claim up front, not after I realized how much the carpet cost. He then tried to intimidate my review with a defamation lawsuit. My only hope is to share what I've endured and hope you don't experience the same.
REPLY TO HIS RESPONSE: Stapleton Consulting Services and Anita Lee Stapleton are the design firm used by the Ritz Carlton. Please google her. She comes up easily. Her phone number and address are on the invoice. The make and model was provided. The GM of the Ritz would provide a letter why the original receipt isn't available as I bought all the model furniture from the Ritz. The back and forth only came based me conveying what the designer said as the rug is sold only to designers not in stores. He asked the race of my ex-husband, I would never share that. It was awkward and unprofessional. We were speaking about a head mark he cleaned on the head board left from an athlete tenant. I commented my ex-husband slept here for years without the issue. People can be dirty. It doesn't matter in this situation what race any of us are. You notice he mentioned it I did not. My issue is he used the wrong chemical on a rug and destroyed it. I have the texts as well. read more
