Complaints

This profile includes complaints for Rainbow Restoration of Meridian's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rainbow Restoration of Meridian

  Meridian, ID 83646-4797

  
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  Rainbow Restoration of Meridian

  104 E Fairview Ave Ste 350 Meridian, ID 83642

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:09/20/2023

  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.

  I contacted this business to clean my rugs. First, they only text, which comes across unprofessional - asking questions on approximate size, wanting pictures and then did not get back to me for a week. initial texts began mid-July, didnt finalize & pick up till mid august. they would say they sent quotes - I didnt get anything. Finally arranged to pick up, but not on time - kept getting new texts about the tech coming later and later. Hours later when they picked up, they didnt measure anything. I had to text a pic of my paperwork. Next day they say my measurements were wrong and they found organic matter so now must NOW change the quote to charge twice as much! I said no - Why didnt you all measure when you picked up? Why all the back and forth texts? What scale are you using to calculate your pricing? I aaked why they could not come to my home, measure the rugs, pick up and provide me a solid quote - all in the same day - without all this back and forth and me needing to guess lengths. This was so time consuming just to get rugs cleaned. It shouldn't be this convoluted! I asked them to cancel and bring my rugs back. Suddenly, they texted they were ok about doing it at the original quoted price. said its common for customers to provide inaccurate measurements & proceeded to clean them. Like they didnt want to take ownership! asked me to guess size, did not measure BEFORE picking up & did the job after I said bring them back!When they texted to arrange a time to bring them back I said leave them on my porch. again a lot of texts & took nearly a week - theyd say it was raining and just delaying. finally showed up & it was a series of harassing texts about payment. I said I do not agree with the final billing & do not believe there is value in poor service. My rugs did not match the cost I was charged. The rugs themselves were not clean, had a weird residue on them and smelled! I asked for resolution via email and text. I just got a gaslighting email to pay!

  

  Business Response

  Date: 10/03/2023

  Hi ******,
  We genuinely appreciate your input, as it helps us improve our services and rectify any applicable shortcomings.
  I'm truly sorry to hear that your experience did not meet your expectations. Please accept our sincere apologies for any inconvenience this may have caused you.
  
  
  However, we would like to clarify some inaccuracies that we believe have been assumed during this process:
  
  1-We were contacted via a phone call, then we requested and you provided us, with the information about the dimensions and condition of your rugs.  During that call, you were not sure of the size of the 3 rugs and you expressed that you could not extend the long one because it was too heavy, then we asked you if the rugs needed a deep cleaning service or if there were high traffic areas to pay particular attention to, we did not receive a clear answer to those questions.  Based on your doubts we asked you to send us some pictures of the rugs so that we can see what they looked like... This was the only time you were asked to contact us via text to send us pictures of your rugs...
  
  2- You contacted us on Friday afternoon, July 14. We asked for your email address so that we could send you the quote, then on July 21 you sent us a text message saying that you did not receive the quote, we had to resend the quote to your email again on July 21 and (have proof of the record). On July 24 we sent a follow-up message asking if you had any questions about the quote or if you were ready to move forward, but you did not respond until August 13 when you asked us to schedule a time to pick up your rugs, this was sent via text message. After that, you signed the quote accepting our terms and offer on August 14 and sent it to us via text message, not from the email where you originally received it.  As we can see, it took almost a month for you to approve the quote we sent you and hire our services.
  
  3- When we picked up your rugs, we just sent one message letting you know that the technician would be a few minutes late, something not uncommon in todays traffic conditions during rush hours.  We like to advise our customers about potential delays as a sign of respect for our customers' time and always try to keep our visits as short as possible.
  
  4- When we began the evaluation of the rugs, we were quite surprised by their condition, they had organic matter, specifically pet urine, and other elements such as cigarette stains... Their size exceeded by 110% the estimated size provided to us originally, there were pet urine stains in several places. At that point on August 16, we contacted you to inform you that a special treatment was needed due to the pet stains and that we had to add $65. Please note that we charge $20 per pet stain, nevertheless, we decided to only charge $245 as a sign of customer appreciation.
  
  
  5- We understand that additional charges resulting from inspection discoveries in this kind of service may be very inconvenient. However, we still wanted to do it right, hence we decided to keep your original quote even though this represented a loss on our part just to keep you satisfied.  After the work was completed, we contacted you on August 17 and you just said your husband would call us, he did call us the same day and we talked about delivery time options over the phone with him.  It is customary to deliver the finished product personally to clients, particularly during days of rain, as was the case on the day of the delivery August 21. Your husband was not available to see us and receive the rugs, neither were you available because you were busy at work.  After you requested in writing our drooping the rugs on the porch, we agreed to it and proceeded to do so on August 21, wrapping the rungs in special plastic to protect them from the elements.
  
  We genuinely care about our customers and want to ensure you receive the best value for your investment. Given the original condition of your rugs, the process applied was the best and most effective method.
  
  We understand your frustration, and we appreciate your patience and understanding throughout this process.
  
  Thank you for bringing this to our attention. We remain committed to providing the highest level of service to all our customers.