Not a Doctor of Carpets - Rug Doctor
Not a Doctor of Carpets - Rug DoctorI remember companies that changed their name because of fake titles well how can anyone be a doctor of carpet ? KFC dropped Kernel Sanders because he was not a Kernel and Dr Barnardo's dropped the Dr bit because he was never a doctor. So why has this company been allowed to keep this title when there is only a Doctor of medicine
It is nice to see here that other people have had the same experience as myself. Let name and shame some Rug Doctor Staff O H (Team Leader) - G C (customer Service) - S C (Customer Service Manager).
Right here goes this company will not uphold any insurance policy if they cause any damage to your carpet. I hired a machine from the local Tesco and it was broken I spoke to Mr G and he promised a voucher so I could go to places like Homebase who actually own their own machines. It was never sent.
They gave me a second machine that was full of dirty water which you would not know that it was there as these machine weigh of 15kg's. I filled the reservoir with water and the detergent and started to use the machine it started to cough out bits of somebody else's carpet and started to cough out dirty water. My carpet now smells like the stagnant stream. Mr G told me to use their de odour product which did not work. He said by the sounds of things that the dirty water has gone into the carpets underlay. He said it would be a waste of time trying to reclean the carpet.
They tried to offer me a deal which involved me purchasing a machine but then I realised my carpet is still ruined so this will not make any difference. As I reported the incidents straight away according to their Terms and Conditions - Mr O categorically stated the company would not be replacing my carpet. They offered £60 to get an independent company in to clean the carpet. (this is admitting that the Rug Doctor machines are rubbish) Mr O said that I had to wait 12 days for an engineer to do a inspection on the machine and report back. Well guess what the engineer reported that the machine passed all of its tests. He did not state if the machine was full of dirty water and bits of carpet strands. This machine stunk even more after it was switched on and it stunk my mates car out. Yes I have a witness but they do not believe us.
To quote Mr S C (extract form an email dated 01/09/21:-
The reason we are unable to support your claim is due to the machine you used passing all tests and performing as expected in all aspects of its functionality with no faults found when examining it.
Finally, please be advised that having undertaken additional investigation to the procedures we have taken and the service offered I believe that your case has been treated fairly and reasonable and the actions of my team were well in line with my high expectations of the service they should be providing.
Additionally, my Team Leader Mr O’s efforts in liaising with our MD and Commercial Team to secure you the offer of a discounted retail machine also indicates a company prepared to go above and beyond in the level of service given to you despite no faults being found with the machine used.
Reducing the cost of a machine is all very nice but first of all I cannot afford this at present and do not know when I can and second my carpet still smells.
I must say that they wanted me to rip up my fitted carpet to expose the underlay to see if the dirty water had been absorb into it.
Doctors are of medicine and not carpets.
Do not trust this company - if they ruin your carpet they will not pay up!
Rug Doctor do not service their own equipment often enough, to leave a machine full of dirty water and dirt then deny that is full of dirty water and dirt.
Always video any hire equipment and record the state that it in before you use it and the results as it is being used. I took photographs but video is better.
My final words are that this company is dishonorable by not actually visiting the customers property to analyse the carpet for themselves. I told Mr O H that samples from the carpet would prove the it was spread by their machine and that their detergent was used. They will not stretch to this as they do not want to admit liability.
I must also add that the upholstery tool also smelled horrid of dirty water.
They have no competition worldwide so they can be as rubbish as they want. Avoid this company and purchase a VAX or another brand.
I have look around the forums and there are loads of people in August 2021 that have needed to hire a Rug Doctor and they have had their carpets ruined have Rug Doctor will take no responsibility.
Avoid this company.
Here are photographs of the Tesco Rug Doctor owned machine.
Here are the photographs of the machines that are owned by Homebase.
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