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Business Profile

Carpet and Rug Cleaners

Chem-Dry by the Millers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint type

  • Initial Complaint

    Date:08/04/2022

    Type:Product 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.
    I had recently acquired furniture from a friend of mine and they had cats. My girlfriend is extremely allergic, so I thought it was best that we had it professionally cleaned. I found Chem-Dry online, and they tout their ability to remove pet allergens, so I went with them. After they were done "cleaning" my furniture, I realized they had done an egregiously poor job leaving the crevasses of the couch completely untouched. There was a ridiculous amount of crumbs, cat hair, and large pieces of trash still stuck in between the cushions after they had left. Not only that, but the underside of the one cushion was still covered in cat hair. Prior to the cleaning, they were well aware that my girlfriend was allergic and even upsold me on an additional product as they stated it would help with the pet allergens. To me, it is counter intuitive to upsell me on a product that helps with allergens, and then proceed to leave a bunch of cat hair on the cushions. After I saw the mess they failed to clean up, I had to spend about 30-40 minutes vacuuming the cushions and going around with a lint roller. After fixing their lazy attempt at a "professional cleaning" I called them and explained the situation. I was told that I could not get a refund of any kind and their policy is that they will come out and re clean everything free of charge. I explained to them that I was able to clean the rest of it myself and did not need them to come out, as the work was already done. Eventually, they said I could email them the pictures I had taken and they would get back to me. After sending them the pictures and expressing my dissatisfaction, they offered me a $60 refund. I paid $326 for the entire cleaning, which included the $70 upcharge. They didn't even offer 20% of my money back even though they did a horrible job. I think this is absurd and there should be some form of retribution greater than $60.I could not find the "policy" they were referring to on their website or my receipt.

Chem-Dry by the Millers is NOT a BBB Accredited Business.

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