Try to post here since they've blocked my google review.
We had a total disaster with this company, despite all the positive reviews. It started back in May. When I got the quote on the phone, they only asked if my rugs were wool or synthetic. So I just stated what they mostly were (they were actually a blend of cotton and wool). The tech shows up and tells me my rugs have to be taken off site for cleaning because they're a blend of natural fibers - way more expensive than the quote. I decide I don't want to do our 11x14 rug because the whole thing cost me $500 and the quote was $640 to clean. The tech said he'd give me a discount, bartering with me till he said the cleaning of the rug would only cost me $330. We also did the grout in the bathroom and kitchen. I was told they'd look like new. They did not look like new. (See pictures)
When I later looked at the bill - they had only discounted about $150 off the grout cleaning and included a $40 outdoor rug for free. Hardly the difference between $640 and $330! I called to say I want my rug returned and was told I'd have to pay a fee to have it returned. I decided to move forward with the cleaning because the tech promised it would make them seem like new rugs.
I got both rugs back over a month later. My wool one returned to me yellow, crusty and smelling sour and of wet dog (WORSE than how it was sent off). The large one I paid $640 for came back misshapen and still stained, smelling strongly of chemicals. I show the tech how it is misshapen and he asks me for scissors and proceeds to cut my rug pad to make it fit. I was horrified.
My husband than starts to call management to say this is unacceptable. They finally agree to send out their top technician (Michael). Michael was amazing. He deserves every bit of 5 stars and I wish he would've been our first tech. He told us he would've said our first rug should've never been sent for cleaning. Then he said we should've done a color seal on our kitchen to get the results we wanted. He agreed our wool rug was horrible and took it back for a second cleaning.
In the end, I just received my wool rug back and although it's 100x better than the first (no yellow, better texture), it's been 2 days and I still smell the sour smell coming through, even though it's not as strong. I think the rug is just permanently damaged from the first cleaning unfortunately. I live with a migraine disorder so definitely have a more sensitive nose - but I don't feel my rugs should smell worse after paying $1000 to have them cleaned? I've tried sprinkling with baking soda as a last effort, but it doesn't seem to be helping. Again, I shouldn't have to do this.
A positive - when Michael came back to deliver our rug, he talked me into the color seal on our kitchen by showing me what it could look like and coconut cleaners gave us $150 discount off that for our trouble. It looks amazing.
But I'm still out money from the first grout cleaning (we should've been told to do the color seal for the results we wanted - they're the experts) and now I probably have to throw out both of my rugs. I have lost $2,400 working with this company between the cost of cleaning and replacing rugs. Because we've already gone back and forth so much with them already, I'm doubtful they'd do anything else to make it right.
If you do use this company do NOT do the offsite rug cleaning, and I can only recommend working with Michael as he seems to be the most honest person there. I think our experience would've been 5 stars if he was our first tech. read more