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Business Profile

Carpet and Rug Cleaners

Trillium TLC Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

This profile includes complaints for Trillium TLC Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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Trillium TLC Ltd has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:26/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 21, 2022 I filled out an online request for carpet pickup and cleaning with Love Your Rug. I received an email back advising "I was not in their catchment area and perhaps I could meet their pickup driver at a *** ******'s location in Kitchener". I do not live near Kitchener, so I asked was there an area in Orangeville. I was given a *** ******'s address in Orangeville, and was advised the driver does not have a specific time to show up, so it would be an all day event. I then asked how the pick up works in Brampton area, again advised no specific time for the driver, I'm sure the area of Brampton I would have them picked up from the carpets would be stolen prior to being picked up. So I gave them another address in Erin, I was advised pick up would either be a Wednesday or Thursday, I would be advised. On August 24th, 2022 at 1:40pm I received a call from Love Your Rug driver advising he was approximately 40 mins out from picking up my carpets, I advised him I was unaware of him attending today, no one was home as I had not heard back from their customer service. The driver was very very apologetic and stated that he would come back next Wednesday and pick the carpets up. Then on August 31st, 2022 I received a call from Love Your Rug that he driver was 30 mins away, I made sure there was someone at the pickup location. Only to receive a phone call from my house advising someone was there to pickup the carpets. This address I was told back on August 21st was not in the catchment area, and I had made alternate arrangements at a different address in a different town 1.5 hours away to have the carpets picked up at. Again the driver was very apologetic. At this time I Love Your Rug office to find out what was going on and was told someone would call me back. Apparently I have reached the 2000 character max, and I don't see any extra space, this is only the beginning of the issue I had with this business that is accredited by BBB, there is more.

      Business Response

      Date: 27/09/2022

      We successfully picked up all of the client's  rugs from her mother's Erin address at no charge, and successfully delivered the rugs back to the client's Harriston address at no charge.  There was some confusion around the  pick up which was sorted out by our route manager, we can send you the phone call correspondence.  we communicated with client on the phone with regards to all her questions, quotes and concerns, we have completed what were hired to do. we were hired to clean and enzyme the clients rugs.  

      Customer Answer

      Date: 02/10/2022


      Complaint: ********

      I am rejecting this response because: I have added several other points I believe BBB should take into consideration.  * ***** ******* * ******* **** ****** ********* **** *** ****** **** **** *************.

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

    Trillium TLC Ltd is NOT a BBB Accredited Business.

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