DO NOT USE STANLEY STEAMER of RIVERVIEW! See Video Link…read moreof Damages! https://photos.app.goo.gl/4xF1UhJXR8DMzQx6A PLEASE READ so you don't end up with a ruined carpet. I saw positive Google reviews - my mistake was to not check Yelp where the honest reviews would have saved my carpet that I absolutely love. When the first person came out I explained this was a Custom Made Carpet, meaning the colors in the bold patterns were picked by me to coordinate with our furniture and walls. He told me how beautiful it was. We discussed that we do not wear shoes in the house, and have no pets and I showed him the corner of the rug that was soiled. They called it "high traffic pattern". The rep said they may not be able to get the dirt out 100%. I was grateful for the honestly and based on the 5 star reviews on Google, I thought surely they will do a great job and if it isn't 100% at least it would look better. My carpet except for a 1 x 5 area in the corner of the 9 x 12 carpet looked brand new. As you can see in the video the background color was snow white with bold yellow, red and blue designs woven in. When the carpet came back it looked exactly like it did when they took it. I said I can't see where they cleaned at all? They took it back and in a few days brought it back again. Again, I didn't see a noticeable change in the dirty area. The delivery guy said he would take it back if I wanted for a "more aggressive" treatment. And he said it in a way that I wasn't sure if it was a threat or was he trying to tell me something. I replied that I don't know what "more aggressive" means and he did not explain. Still trusting the brand name and google reviews, I thought maybe he was just tired of hauling the carpet in and out of my house. A few days later the carpet comes back. I am in SHOCK! The White background looks like it was washed in dirty water and instead of snow white it is now a dingy color with grey tones in some areas. The red and blue areas are noticeable faded. The yellow areas no longer match each other. One looks faded like the red and blue areas. The Yellow in the soiled area is now STRAW COLORED. It is so close to the dingy background that used to be white, that there is ALMOST NO CONTRAST. To make it worse, the dirt is still there - it has just spread to a larger area!!! I took a close look at it and now it also has PET HAIR on it???? We do not have pets. I told them this was not acceptable and that my carpet has been ruined. I asked them to process my complaint and said I would like a refund and compensation for the carpet. It was by now not a new carpet but I certainly expected some compensation, not a full new rug. Christ Gingell said they would review the situation and get back to me to see how this could be resolved. I was told I needed to send in the receipt for when I purchase the carpet. I think they were hoping I didn't have it. I sent it in the same day. I got a call from Mark who said he was the Regional Manager. This is a 100% polyester carpet and they are the easiest carpets to clean and also the least likely to be damaged. When I told him this, he couldn't argue. He blamed everything under the sun and said it was impossible that they ruined the carpet. He said the carpet "was defective" and it is not their fault that "the colors bled". The colors were washed out in the specific area they focused on. The colors did not bleed. I told him that I was relying on them, the carpet cleaning professionals to advise me. If they had simply told me that they could not clean my carpet without damaging it, I would have had that section cut off and saved the rest. I loved it that much. I can no longer do that because the WHOLE carpet is now dingy and washed out and there is nothing to save because the TWO Yellow areas do not match at all, one is faded yellow and the other straw! We had several back and forth calls where I had hoped we were making progress. He then directed me to read the fine print in the form I signed. Down in paragraph 6 it says: Customer understands that Stanley Steamer AGREES TO PERFORM THE SERVICED INDICATED IN A WORKMANLIKE MANNER. HOWEVER SS CAN NOT GUARANTEE THAT ALL ODORS, STAINS AND MARKS WILL BE REMOVED OR AREAS COMPLETELY FREE OF DISCOLORATION. IT IS SPECIFICALLY UNDERSTOOD THAT SS WILL NOT BE LIABLE FOR ANY ACT OR DAMAGE TO CUSTOMER'S PROPERTY WHATSOEVER..... I completely understand not removing 100% of the stain, but ruining the whole carpet I do not. WHY didn't they simply test a tiny little area??? Why did they ruin the whole carpet and not once advise me there was going to be a risk it might be damaged. ARE YOU KIDDING ME?? As far as "Workman Like Manner" there were so many times, from the first signing of the contract all through this process that I could have been advised there would be potential damage. I would have stopped everything right then. But they were too greedy and wanted that money. And I paid by check so could not stop payment by c

Update: Kevin the manager of this location came by the following day to see what could be done…read moreabout the situation. He was honest, clear and helpful. He has a crew coming by this week at my wife's convenience to correct things if possible - will update as things happen. My wife contracted this company to clean our sectional sofa. Anio and his crew came, did the work and then at the end after taking payment made the comment: 'we started cleaning then saw it was down feathers, we shouldn't clean those. But we finished anyway. There may be browning because of the feathers.' We aren't experts - this was news to her. She called me and I googled it and the first thing is says about down feathers is DO NOT USE WATER. Three hours and two polite phone calls later to document the situation and no one from management has called me back, the cushions stink and have brown ribs all over them. I had to leave work and get fans to try and dry them on the patio myself. They STINK. We're incredibly disappointed, why would you keep cleaning something that you know shouldn't get wet??? We would have been happy to pay a wasted trip fee and have them leave. AND they did nothing to try to help dry them after. Brutal. This $3,000 sofa may be ruined. We'll see.

Professional, courteous, experienced, prompt, and knowledgeable. I was extremely pleased wih the…read moreservice, the company, and the technician.

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