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:11/18/2024

  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.

  Please see attachments for details. Also attached is just a small list of names with costumers who have had similar experiences. This company pushes for cash only to avoid taxes and I know one customer who they tried to make her commit insurance fraud with her rug cleaning (her house was hit by a tornado) by charging outrageous amounts since insurance was involved. I dont care that I am at a loss with the company keeping my rug but this business is definitely using fraudulent practices. I video recorded the entire interaction trying to return their rug and it is available if I need to send it

  Business Response

  Date: 11/20/2024

  Spouse of person complaining dropped off large Persian Rug for cleaning service on Wednesday, October 30, 2024.  He signed our company's agreement giving us permission to clean the rug for $490.  He was willing to pay that day but we were having difficulty with our merchant services machine. The next day, Thursday, October 31, I called them to explain the severity of the soiled and dog urine odored rug. She, the one complaining, agreed that it was bad and agreed to pay an addition $95 for excess labor and time involved.  She explained to us that she purchased it from an individual without opening the rug and then proceeded try to vacuum the rug in her own home and was having great trouble as there was so much hair on the surface.  Also, she realized the tremendous amount of urine saturation causing the foul odor it held. I called her on Friday, November 8th and told her the rug was ready for pick up. On Monday, November 11, Veteran's Day, she came in with her daughter to pick up the rug.  She was surprised to learn that the bill had grown to $780. I took it upon myself to add a second heavy enzyme treatment for odor and shampooed and washed the rug again.  That added another $195, brining the bill from $585 to $780.  Truly, the $195 was not okayed by the customer.  She asked why I did it and my answer was that the rug has a value of about $2500 (in good condition) and I wanted to make it right for her.  

  She was upset about the money and told me she bought the rug for $100 and would rather throw it away than pay this large sum of $780. I responded by offering her to trade the rug with me on the purchase of another rug. She liked that idea and my daughter and I proceeded to find an appropriate style and price point for her needs.  She saw several and then left our shop. That afternoon, she communicated with us that her daughter liked a certain one and she would be coming in that afternoon to purchase it.  On Wednesday, November 13, she expressed her dislike of her selection and said she would like to return the rug and give us the rug that was cleaned without paying for the cleaning services.

  On Thursday, November 14th, she brought the back, rolled exactly the way we gave it to her.  She never opened it and told me so. Note: upon entering our showroom, on November 14th, she was holding her phone up high and told me she was recording our conversation. She shoved her receipt and credit card at me and demanded a refund. I showed her the bill for the cleaning serves which her husband had signed.  She was acting out of control and even denied her husband's signature and wanted to know who wrote on this bill.  I calmly explained that I wrote the description and the charges he signed the agreement.  She was clearly unreasonable so I suggested that we call her husband.  She greatly disliked that idea! And, proceeded to tell me that he knew everything because she sleeps with him and that he was at work.  

  Rude is not a word that could fully describe her behavior.  

  Within 24 hours, I tried to call her and her husband (as I had both their telephone numbers) to come by and we would settle this.  I left a voice mails. The next day, Saturday November 16th, my daughter, called him once again, at opening time. My daughter left him a voicemail.  She then texted him inviting them both to call or come into our showroom to settle and receive a refund for purchase. No response to these multiple attempts to reach out to them and resolve the matter.  Even on Monday, November 18th, I called him again and left a voicemail explaining that we wanted to settle this amicably. 

  Then, on Monday, November 18th evening, we received this BBB notice with MULTIPLE attachments SLANDERING our good name across public social media discussions and groups.  Not once did she or he attempt, during this past week, to make this right with us.  She had in her mind to throw us under the bus where I was trying to reasonably find a solution to her $100 purchase (as she told us) from an estate sale.  Since then, she has received her money from her credit card dispute which has IN FULL been removed from our business account.  We are now stuck with a cleaning and services bill and with a rug that we would not have originally purchased for our inventory as well as a HUGELY SLANDERED name that will forever paint a FALSIFIED and bad picture for us when all we wanted to do was serve her rightfully from the beginning. 

  ***** Nilipour