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:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On June 11, 2025, Koshgarian Rug Cleaners, Inc., via its ********, ******** location, was retainedto professionally clean two couches located at my residence in *********, ********. Thetechnician assigned, *****, instructed us to rotate the cushions to facilitate drying post-cleaning.Following this instruction, we observed significant ***** staining in the areas where thecushions made contact with the couch bases. The couch base was damp, is *****, and thecushions laid directly on them during the drying process, per Jerrys instruction. The stainingwas not present prior to the cleaning service and is consistent across all cushions in locationswhere they were placed on the couch base.Upon notification, the technician, *****, returned to our home and attempted to remove thestaining. He was unsuccessful. After further consultation, the owner, Mr. ****** **********************,directed ***** to return the cushions to their ******** facility for additional treatment. Despiterepeated efforts, the stains could not be removed.Liability and Denial of Responsibility:Mr. ********************** now denies any responsibility for the damage and claims the staining was due toa manufacturing defect. This assertion is illogical and unsubstantiated. If the issue were due to amanufacturing defect, the entire surface area of each cushion would exhibit uniform stainingwhich is not the case. The staining aligns precisely with the locations where the cushions wereplaced on its base, clearly indicating causation from the cleaning process.Despite multiple attempts to resolve the matter amicably, Mr. ********************** has since terminatedall communication with me.Claim Summary:Koshgarian Rug Cleaners, Inc. failed to perform the cleaning service in a professional andcompetent manner and has failed to honor their brand and its stated customer satisfactionguarantee:100% Guarantee: If you are not completely satisfied with the cleaning we promise to fix it .

• Initial Complaint

  Date:12/05/2023

  Type:Product 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.

  This was an expensive very well made Restoration Hardware pink rug for our daughters bedroom The rug had one small spot on it from my daughter which I had already hand held cleaned it I spoke w rug ** asking them about what they would do if I have them go over spot as I wanted this cleaned in MY home not to leave here. He told me better to pick up they can thoroughly clean area there at shop. I allowed them to take a fairly new expensive RH carpet trusting them He caught me off guard by his high charge for this When my rug was returned it was dirty had dirt marks on it ( that were never there) and it reeked of cigarette smoke!! For my 5 yr olds room My husband pulled it out of her room very upset that this good high quality rug came back dirty and cigarette smoke odor filled my 5 yr old daughters room it was disgusting! Called **mpany they said all they can do is pick up and clean it again!!! I told them Im not sending this rug with them after how they returned it and requested a refund. No further help from this **mpany

  Business Response

  Date: 12/21/2023

  Koshgarian Rug Cleaners, Inc

  This rug was picked up and the before pictures as well as the description when written up describes yellow stains either from urine or vomit. We informed the client that cleaning will not remove the odor but will clean the fibers. The customer preferred only to clean the rug and not address the stained areas. The customer complained about the odor in the rug upon delivery. We mentioned to her we would be more than happy to come back and pick up the rug and reclean it at no charge to her. She refused. A few days later, she contacted us that the rug smells of cigarettes and we smoked cigarettes while cleaning her rug. I am not sure if I can address that. After all we are in the cleaning business and there is no possible way, we are smoking cigarettes while we clean rugs. People do not bring us clean brand-new rugs; they bring us rugs that have issues and sometimes the client themselves will try some cleaning method on the rug prior to Koshgarian's cleaning their rug. No, we do not smoke. The client demanded a refund which we will not do. We performed a service and she paid for our service. If she is not happy, she may have to spend more money to satisfy the situation. The client also disputed payment with her credit card, and we described what happened to merchant services about the service we performed, and they agreed with us. We are in business to clean rugs as I have stated before. If a client is upset, we make every effort to try to satisfy them and make them happy. This happens rarely. After all, we have been in business 117 years.  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20964464
  
  I am rejecting this response because:

  it is not true! 
  They transported our RH rug in a van which they must have been smoking in or had been

  and returned rug dirty.  This has nothing to do with the one spot I asked them to clean.  
  Never had this happen to me before.  If the rug was not returned in this condition this complaint would not have been made 

  Terrible customer service and I would never use them/trust them with my things 

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

  Business Response

  Date: 12/27/2023

  As stated Koshgarian Rug Cleaners policy is No Smoking and the fact of the matter is our men do not smoke. 
  We are sorry this customer is not happy and we have offered to come pickup her RH rug that we transported in our van and reclean the rug at no cost to her. She refused. Therefore we have done all we can do when we have a disgruntled customer yet she is not willing to ****. 
  Koshgarians does not lie as stated by the customer. We have no reason to not tell the truth. We will not refund her money. Thank you. 
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20964464
  
  I am rejecting this response because:

  I wanted the rug cleaned that is the reason I let them take the rug.  It came back with dirt on it and reeking of cigarette smoke.  We do not smoke we are not lying

  why would we send an RH rug back  with them to re-clean when it was returned like this 

  and not cleaned for this amount of money.

  This is not right and maybe they did not check the van it was transported in for cigarette smell! 
  stunk up our home! 
  
  Sincerely,
  
  ***********************