Business Description:
Rug Renovating is largest fine rug and fine home furnishing cleaning and repair service in the country. Proudly serving the NY, NJ, CT metropolitan areas since 1896!
Categories
carpet & upholstery cleaning
Rug Renovating
532 N Grove St, East Orange, NJ 07017, USA
(973) 675-8313

Service

Total Experience

Will Recommend

R A.

Elizabeth, NJ

Rug Renovating

I can’t complain about their service, but the rugs didn’t come out as clean as I hoped

I have used Rug Renovating in the past, so we had them pick up two carpets to be cleaned. The workers who picked up the carpets were very friendly and courteous. They were prompt, they kept me informed and gave me windows of time for both the pick up and the delivery. With all the government regulations now perhaps, they are using different chemicals for cleaning because the rugs did not come out as clean this time as they did last time. There are some water stains from the radiators that didn’t come out this time but did the previous time. Don’t get me wrong, they are very nice people and they have very good customer relations, but I am just not as happy this time with how the cleaning came out as I was in the past, it was a personal disappointment. I am not sure if I will use Rug Renovating again.

comments

I was surprised and disappointed to hear that Mr. Alcazar has concluded that somehow, we failed to give the cleaning of his rug our best effort or it would have resulted in a more satisfactory result. Mr. Alcazar came out to our facility personally to view the rug after it had completed the cleaning process because he was debating whether to approve the stain removal procedure we had recommended. Our chemical engineer had proposed the procedure to at least improve by 60-90% a very large area of yellowish staining caused by a radiator in his home that had leaked onto the rug. It was evident at the pre-wash inspection that the staining was extensive and well-settled and could not be lifted with normal cleaning and, in fact it did not improve significantly after cleaning even though the area was pre-treated with a stain releaser. Mr. Alcazar suggests in his review that the rug was similarly stained the last time we cleaned it and that perhaps we are using more benign chemicals in our cleaning process now that aren’t as effective. This isn’t true. We have never used strong chemicals to wash rugs because our solutions have to be not only effective but safe to use on a variety of fabrics. Except for the large stained area, I respectfully disagree with Mr. Alcazar that the rug “didn’t come out as clean this time.” The rug was cleaned very thoroughly. But stains do not constitute normal soil; and often, unless subjected to special treatment, will remain in a rug after cleaning. The time and skill required to remediate them cannot be considered part of the regular cleaning process. Mr. Alcazar could have approved the additional stain removal procedure we recommended to greatly improve the final result. He simply chose not to. Instead, he chooses to blame us for a poor cleaning job. I’m sorry he’s not happy, but his assessment of the situation is not accurate and is certainly not fair.

Rug Renovating commented on 11/29/2018