Just don't do it. Look at their BBB profile and at their poor reviews. You do not want to gamble with which version of this company you end up dealing with. The customer service provided by this company has been the most shameful and unethical handling of an issue I have ever experienced.
I schedule an upholstery cleaning for my sectional. The tech arrives late, assesses my couch, and quotes me $350. I find this estimate to be high, but consider it an investment in a couch that is only 8 months old, and is the first new piece of furniture I have ever purchased. To my surprise, the technician is finished with this $350 service in only 45 minutes (how is a service that expensive done in 45 minutes?) Also, it is done with some cleaning solution and a rag. Nothing fancy and nothing you could not do yourself.
The technician seems to notice that not only did no blemishes come out of the fabric after the cleaning, but the couch has obvious dark marks and white residue from the cleaning. He tells me the fabric usually looks better in a couple of hours once it has completely dried.
I go to work and come home hours later, and my upholstery looks terrible. There is white residue and large dark spots all over the couch. My husband comes home and notices the poor quality and immediately starts questioning who this company is and if I looked into them thoroughly.
I end up sending an email that evening, in which I explain my dissatisfaction and send photos of the fabric. It is never responded to. 3 days later, I call the company. I tell them I want a refund per the guarantee they advertise all over their website. They offer to re-do the service, which I say no to, considering the fabric is in worse shape than before the service was performed.
Days later, I have to call again, and the woman on the phone says they can send a refund the next week. At first I agree, but after talking to my husband, he advises me to not accept a refund as the only solution, because our furniture has been considerably damaged by whatever process they use. I also do not agree to a refund because there are lots of reviews where promised refunds were never received, even after weeks. I am told Blake, a supervisor, will call me back in 30 minutes. I wait by my phone until their office closes and never receive a phone call.
I call the office at a later day and talk to Blake, a supervisor, who turned out to be an actual nightmare. Blake tells me he did call me (a blatant lie, that can be quickly fact-checked by referencing my call log). I explain my issue and he tells me that the tech told him I was planning on throwing my couch out because of its condition (another blatant lie - why would I invest $350 in something I plan to get rid of?) Blake asks if a manager can come out to my home that afternoon. I re-arrange my work schedule to make sure I am at home to show this manager the damage. I receive a text hours later that the original tech is coming out. I call Blake. He says the tech is going to re-do the service, even though I have expressed I do not want them touching my upholstery again. So, saying a manager would come out was yet another lie. I tell him to please tell his tech to not come. The tech comes anyway, and I have to send him away.
I call Blake again, and explain that I have spoken to a business litigation attorney who was shocked by my experience and ready to represent me in being reimbursed for the damages. Blake then tells me that an owner will call me on Monday. Up to this point, Blake has told me there is no one above him who I can speak to. Another lie.
Over the weekend, I am dreading talking to this owner because I don't want to be lied to again and treated so poorly. I end up spending my Sunday cleaning the couch myself - I call the manufacturer and find out the cushions are removable and laundry safe. I wash the cushions with powdered Tide. Thankfully, the spots I paid to be removed - and the dark residue and water marks left behind by the cleaning - both come out. So, essentially, a basic cleaning solution restored my fabric in a way that this incredibly expensive service could not. Not surprisingly, the owner never calls anyway. Another lie.
On the BBB website, many customers have been promised refunds and after weeks, never received one. I have issued a charge dispute with my bank, because it seems like the best chance I have to get my money back.
Just don't do it. They have unethical business practices and do not deserve your hard-earned money. They count on wearing their customers down until they give up. Do not be tricked into feeling secure in their satisfaction guarantee or that they are insured. If you choose to use this company, you are running the risk of being talked down to and lied to in the case of any issues arising. I never leave poor reviews but my infuriating, actually unbelievable experience with this company has caused me to make an exception.
Again, check out their Better Business Bureau complaints read more
