Complaints

This profile includes complaints for RealClean Rugs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RealClean Rugs

  Lebanon, NH 03766-1112

• 

  RealClean Rugs

  10 Spencer St Lebanon, NH 03766-1345

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:12/13/2024

  Type:Delivery 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.

  We are disappointed & concerned about the viability of this company. We have left a total of 11 voicemail messages, emails & correspondence through their website Contact Us page plus a message on the RealClean Rugs Facebook page. To date, NO ONE has contacted us by any means regarding our four rugs at the shop.
  .
  10/30/24-We dropped the rugs off at 250 Bank St Ext. The man who took possession of our rugs said it would be 4 weeks but we may get them back before Thanksgiving. Thanksgiving was 11/28/24. **** did call the week after we dropped the rugs to acknowledge receipt of the rugs. That is the last communication we had with anyone from RealClean Rugs. As of today, it has been 6 weeks with no communication.
  The numbers we called are 603-678-8142 (seems to be the primary number) and 603-931-4402 and 603-836-8497 and 603-945-2787. All numbers are forwarded to the same voicemail message. We have called these numbers to date 11 times.
  11-18-24 vm 11-21-24 vm 11-25-24 numbers “out of service” 11-26-24 vm 11-26-24 vm
  11-27-24 Left vm 11-29-24 vm 12-02-24 vm 12-05-24 vm 12-09-24 vm
  
  We have sent emails to 2 email accounts. We have received emails from both of these accounts prior to delivering our rugs to RealClean Rugs.
  
  On 12-02-24, we drove to the Bank St Ext where the rugs were delivered on 10-30-24. A note taped to the door stated that the business was closed 11-27-24 & would reopen on 12-02-24.
  
  No one was at the facility at 11:00AM in the morning of 12-02-24. We wrote a note & taped it to the door partially covering the closed notice. See Attached Photos of Note.
  
  The messages we repeatedly leave are please contact us by calling our home number, email or texting to a cell number to let us know the status of our rugs and whether or not the company is still in business.
  
  RealClean Rugs have possession of $4,000 worth of Oriental rugs and we want to know the status of the rugs and when we will get them back.

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  i contracted with **** at *************** in ******* to clean a large Oriental rug. She picked up the rug on October 1, 2024 promising to return it in 4 weeks. I have not heard from her nor does she answer her phone. I am worried that this business is a scam.

• Initial Complaint

  Date:10/01/2024

  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.

  We were doing lead abatement and removed all our oriental carpets for cleaning. I told them it would be a while before we could take them back. We paid the money and then came extra charges for Tyvaking them and a storage fee. But the main issue is that after spending $1000s of dollars on carpets worth $1000s of dollars, they came back with mildew as they had been improperly dried. We had to clean them again and and also dry them for days in the sun. They business was also unresponsive for a month when we were calling them.
  

  Business Response

  Date: 10/03/2024

  In response to ****** complaint.. **** was well a wear about the cost of her rugs before I even picked them up.. I always let clients know how much per square foot. Also, she was well a wear of the tyveking cost that SHE asked for.. She was out of the country( Very hard to communicate with her in those multiple months) After I had them all tyvecked she changed her mind. Sadly after being wrapped up for months she didn't want to pay for that. I explained, unfortunately , the wrapping was done when rugs were cleaned and dried.  

  Then I was in contact with her husband( I also informed him she was hard to get in touch with ,along with normal communication) He told me to call him..

  Rugs, are NEVER put away wet !st of all..

  I also called all the customers who I cleaned rugs at the same time as her rugs, no one had any problems or complaints..

   

  I would say every 4 years ballpark there is 1 clients( normally they inform me there are extremally sensitive to smells.. In that case, I always have  client( if able) come by and check( they do it happily)..

   That being said, i did what the client asked for. Along with her having the invoice clearly stating the cost. Also informed her of storage if rugs were here longer than 4 months.. 

  I am sorry after all  our talks she changed her mind..

  Again RUGS Are always dry before they leave my shop.. My reoccurring clients(many) have never complained always complements.

  Thank you for hearing myside.. Sadly she giving false information... 

  Cara

   

   

• Initial Complaint

  Date:03/15/2024

  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.

  In July, 2023 we purchased 2 estate sale carpets and brought them to RCR to be professionally cleaned. My husband said there wasn&#**;t a big hurry to get them back. By November 19, 2023, however we hadn&#**;t heard about the progress and decided after waiting 4 months, we&#**;d go pick up our carpets, even if they weren&#**;t clean. On November 20, ***************************************************** the process of cleaning and that the family had been sick. On the 17th of January 2024, we received a call asking us to mail the $1,458.98 to RCR prior to receiving the rugs. I declined. The carpets were delivered on 01/19/24 and RCR got the $1,458.98 check. I spread out the carpets on 01/23 and on 01/24 noticed a lot of stains on the largest carpet. I put a cleaner on one & took before and after photos. 3 calls to RCR resulted in no response about the return of a dirty rug.

  Business Response

  Date: 03/15/2024

  This is the first I am hearing about this.. Client NEVER called to ask why stains didn't come out. The first thing is, These are 2nd hand rugs, i spoke with her husband never her. i express we do the best we can with stains especially not knowing the nature of stains. He understood. 2nd, i also expressed we had to move do to building being sold and he said, " NO RUSH AT ALL". We do everything possible without damaging the fiber. Her husband again understood. **** ***** good had simply called me and I would had explained what I explained to her husband. Sadly she didn't...   I am a honest worker and let everyone know the true on what can happen or can't.

  That being said, again she just had to call..

  Cara

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21437077
  
  I do not accept the business's response as a resolution to my complaint because:

  1.)"First hearing of this".

  I tried calling her business several times, and left messages which were not answered or returned.

  2.) She said that I never called to ask why the stains didn't come out, and my answer to this is that I tried calling several times, again to no avail.

  3.) She said that they were second hand rugs, and I said "ok, yes they were."

  4.) She said that she had spoken with my husband and then NEVER to me. My response to that is that is not true. I called her personal phone number that she had given me and she said that she was sick. Her answer to NEVER is not true.

  5.) She says they do the best they can with stains, and explained to my husband that some stains might not come out. Maybe some stains won't come out, but I took a picture of a big stain and then I cleaned it myself and took another picture of the stain removed. That picture proves that I removed the stain after RealClean Rugs cleaned it.

  6.) in response to her comment that there was no rush at all for the rugs to be cleaned from my husband, after four months, my husband said that he would come get the rugs even if they were still dirty. So he sent another email to RealClean Rugs and she should have read between the lines that after 4 months of waiting, it should have become a priority. We received the rugs a few days shy of 6 months from when they brought to RealClean Rugs.

  7,) In response to her saying that she was upset that I went to the BBB and not contacting her first, again, I tried calling multiple times, as stated in my original complaint. There was no response from her. I even called her personal number and she was asking how I got her number, after she had personally provided it to me.

  8.) There has been. no response to my proposed resolution of receiving $371.17. This represents half of the cost to clean the dirtiest of the rugs, as the rugs still need to be cleaned and it will cost time and money with another company to do so.

  9.) I had asked if RealClean Rugs could re-fringe the carpets and that was never addressed. 

  10.) After lodging my complaint with the BBB, the owner called my house phone Friday morning and left a voicemail which was concerning in nature in response to the BBB complaint.

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

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Contacted Real Clean Rug, arranged for pick up of 9 x 13 oriental rug, damagedd by cat, from my home, mid-August 2023. Cara came very promptly to pick up, said rug would be done by end of September due to relocation. No contact until I called again in November, left several VM, Cara returned call to state she had been sick, rug would be taken care of early December. Now Jan 31 and no rug, no contact at this point, just want rug returned, question whether or not this is a valid business. Don't know if she cleans then resales?
  Very Disappointed and if rug not returned may consider additional action.

  Business Response

  Date: 02/01/2024

  Haven't received any phone calls nor emails from her...  This move was terrible and informed all my clients.. Thankfully i have understanding clients. Her rug is almost done..

  Customer Answer

  Date: 02/01/2024

  I did in fact call yesterday, Wed. Jan 31 at 3:41 pm and had to leave a message asking for a return call.

  Never received a call, felt very frustrated and also after doing some research, i.e. online reviews, Google specifically had two reviews posted in the past 3-4 months by individuals with the exact same experience.  Rugs picked up in August and then nothing......  Updates on the cleaning timeline were never provided unless customer reached out.  

  there was one review posted also by someone who had their rug returned but it really wasn't cleaned, and they had paid over $800.

  These reviews/comments along with my own personal experience have started to raise some red flags about this business in general.  

   

  Customer Answer

  Date: 02/01/2024

  I should include that I did receive a call from Cara today at 12:30, that I unfortunately missed.

  She stated she would call me back to make arrangements to deliver my rug once it has been cleaned.

  as of 2:31 pm, no call.  

  This was also what I was told in October, rug would be cleaned very soon and she would contact me. 

  ***** ********

  Customer Answer

  Date: 02/04/2024

  2-4-2024

  Cara has contacted me and we have arranged for a time for her to return my rug.

  9:30 am Tuesday, February 6

  Will see if that happens.

  Will contact you to update.

  Customer Answer

  Date: 02/12/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******3, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Final outcome of this complaint, rug was returned to my home on Friday, Feb 9. Cleaning seems to have been recently done. 

  Paid my invoice in full, anticipating cleaning to be satisfactory. 

  Thank you, 

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  Real Clean Rugs came to take our oriental rug for a cleaning on August 31, 2023. It is now almost 3 months that they have had the rug and we cannot get in touch with them. We've called many times and left messages. At this point I just want my rug back.

  Business Response

  Date: 12/08/2023

  In regards to this complaint, we have no client by that name or phone number...  We had to relocate our bossiness and informed ALL MY clients..(  Luckily, I have amazing clients and they understood this were going to take longer than normal). Our knew location took long to get set up than what I was told by new landlord. Again I keep all communications open with all our clients.