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Business Profile

Carpet and Rug Cleaners

Sonrise Carpet Care, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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:12/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 or about September 24 of 2024, I delivered a size 5x7 oriental rug to the Sonrise Carpet Cleaning LLC at their Springboro Ohio location for the purpose of having the rug cleaned. The gentleman with whom I met inspected the rug and stated that I would be notified when the rug was ready to be either picked up or delivered. The rug had a small tear in one corner and he did state that the cleaning might take “slightly longer” than a “few weeks” due to the need for the tear to be repaired. He stated that I would be notified when it is ready. I did not pay for the requested services at that time. Also, I don’t believe I received a receipt of any kind. However, that would be unusual for me to leave without a receipt since I’m usually pretty conscientious about such matters. I left feeling a bit overwhelmed and distracted by the lengthy visit I had at the business because it involved discussing non-business matters about tractors, etc., etc.
    It has now been almost 10 weeks and I have never heard from them about my rug since that day. In late October, I decided to call the business to check on the status of my rug. (You always have to listen to a rather lengthy message when you call their office, and then leave a voice message, which I did). I never heard back from them after that first call with message. Then I called again approximately a week or 2 later, again, left a message and there was no return call. Then in late November, I made my third call, left a message again to please respond to me and let me know the status of my rug. Again, I have received no return call from the business. Are they now out of business? I would appreciate any information you can give me about the status of this business and any assistance you could offer me in at least reaching someone at the business to find out where my rug is and when it will be returned to me after it has, hopefully, been serviced. Thank you, **** ****

    Business Response

    Date: 01/14/2025

    BBB called business and they stated the rug was delivered on December 9th. They did have some voicemail and staffing issues that have been addressed.

    Customer Answer

    Date: 01/14/2025

    The owner of the company called me 2 times to apologize and explain the issues they have been having.  He also offered to re-clean the carpet at no charge due to concerns I had expressed about the quality of the job.  Also, he stated there would be no charge for the 1st cleaning that was so long delayed.  I was satisfied with the owner’s response to my complaint.  Thank you, **** ****

Sonrise Carpet Care, LLC is BBB Accredited.

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