Reliable Carpet & Upholstery Care Inc

Carpet & Rug Cleaning & Repairing
270 Carlaw Ave Toronto ON M4M 3L1
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Private User
Private User
Private User reviews Toronto, ON

Damaged my furniture

Unfortunately, I had a bad experience with Reliable Carpet Care in July 2021.

My cleaning woman accidentally spilled water on an upholstered dining room chair causing a water stain. I wanted the single chair cleaned however there was a minimum charge of $150 to have them come into my home because the chair could not be brought in due to COVID restrictions. So, to get my money’s worth, I had a total of six chairs cleaned and spent even more money after that to have two carpets and some pillows cleaned as I had read good reviews on line and thought it would be money well spent. I was wrong. It was a waste of $473.47.

The chairs have a wooden frame and the technician cleaning the seats of the chairs, scratched the wood on 5 of the 6 the chairs with the metal head of the cleaning device. When I pointed that out to him while he was in my home, he immediately denied that he done it, without even looking at the wood. Fortunately, I had taken a picture of the chair only days earlier to send to my cleaning woman and there were clearly no scratches visible on the wood.

I mentioned this to Stephen and shared the photos, and he offered to send the same technician back to re-clean the chair and “look at any scratches”. Although the water stain did not come out, that was not my concern. My concern was the damage to the chairs and the same technician had already insisted that he did not cause any damage. Stephen then agreed to send Dan, a more senior technician to my home.

Dan immediately agreed that the chairs had been damaged by the cleaning head and was kind enough to remind me that I did not pay money to have my furniture damaged. I spoke with Stephen again and his solution was to offer to order some furniture markers from Amazon for me at a cost $19.99. At no point did he apologize for damaging my furniture nor did he offer to make it right. I was expected to repair the damage caused by his employee.

Needless to say, I am not impressed with this poor service and cannot recommend this company to others.

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Company Response

This has nothing at all to do with Homestars, and unfortunately is untrue in many respects. Please read the response from our company below.

These chairs were admittedly damaged before we arrived to do the job. His cleaning lady attempted to clean one chair and damaged it. The cost of the cleaning mentioned included many other items as well. The chairs were a small portion of the job. Small scratches appeared where the unfinished wood frame met the back of the seat cushion. Whether we caused this or not is debatable, however we took ownership of the situation and sent another technician to redo the entire job at no charge. Furthermore, we followed up with apologies of any inconvenience to him and gave constructive recommendations to covering these small superficial scratches with a product designed for that very purpose. He did not follow up with us on any of our recommendations or plans of action, posting a damaging review instead as a solution.