Rug Doctor
reviews and complaints

They messed up my reservation and I had to pay again for another machine and it was broken They charged me and canceled my reservation. I had to pay again for another machine and solution. When I got home and poured the solution in the machine it was broken. Had to deal with customer service and ended up having to exhange the machine. I asked customer service to please compensate the bottle of solution that was wasted on the broken machine and the customer service rep gave me attitude saying that's not what we asked for. They claim they want to make this right, but refuse to refund me for something wasted due to their broken machine. I've gotten nothing but attitude from this company. So much of my time and money has been wasted. I was charged $55 for the reservation and even though they canceled it they charge me. I paid another $50 to rent another machine plus $36.90 for the bottles of solution.

ordered product from company 11/21, did not receive product, filed claim with company and shipping company, both denied, out my money. Rug Doctor, I have spoken to numerous customer service representatives in their company to get this issue resolved. I did not receive my ordered carpet cleaner on 11/25. The fact that nobody can produce a signature or proof that someone at my home signed for it is appalling. What is more appalling is that fact that I reach out to them to tell you I did not receive the carpet cleaner that I ordered and "PAID FOR" and they deny my claim. I am out $158.99 for the cost of the first order. Now I have to spend more money to buy another machine because I never received the first one. The case number Rug Doctor provided me with is #*** my order number through Rug Doctor is #*** the cost including tax was $158.99 The tracking number for FedEx is #

I am filing a complaint regarding additional charges and poor customer service from Rug Doctor after the rental of a unit from a Wal-Mart kiosk. On 8/22, I rented a Rug Doctor unit and returned it late on 8/24. According to an email from Rug Doctor it states, "Your rental is now 1 day overdue and an additional day of rental will be applied to the credit/debit card for each overdue day." I was charged $ 44.22, appears to be more than an additional day's rental. Also, when I returned the unit, I received an email stating, Rug Doctor will send you a separate email receipt for the additional night's rental(s) when we process your account." Rug Doctor never sent the email justifying the charges. I am attaching a copy of the receipt and an email to the Rug Doctor Chairman of Board of Directors and ***@rugdoctor.com that was ignored with no response. I also called the company after the experience but received no response.

On March 20th I rented a Rug Doctor machine. During the use of the machine, a part fell off into the dirty water container (unbeknownst to me). Following the instructions labeled on the machine, I poured the dirty water into my toilet. The part became lodged in the toilet and the toilet had to be removed and the part snaked out. I have contacted rug doctor 4 times; 3 emails on 3/20, 3/27 and today. I called on 3/30 and a case was opened and I was told to also speak with corporate. On 3/30 at 11:29am I left a message. I have not received a response to any of my messages to the company. I am only seeking the return of my rental fee of $30 as compensation for receiving a faulty/poorly maintained machine. I believe this is very reasonable as I am not requesting the $144 I had to spend on a plumber or the money I spent purchasing the rug doctor cleaning solution. The company has been completely unresponsive and I am getting nowhere.

I rented a rug doctor from my local Safeway on Bernal ave. in Pleasanton, Ca on 4/26 to clean my sons carpet. I followed the directions exactly as shown in the instructional pamphlet. Three days later my sons room began to smell like musty mildew. I called several professional carpet cleaners to see if they could save my carpet and unfortunately they all informed me that it was too late and the carpet needed to be removed ASAP for the health and safety of my family. This was brand new carpet that I had installed at the beginning of the year. I removed the carpet and sprayed the subfloor with shockwave to prevent any health risks. I have filed a claim with rug doctor & made several attempts to contact the assigned case worker "Mathew *** He refuses to call me back. I told Safeway about the faulty machine to prevent this from ruining someone else's home. I would like my carpet cost refunded as well as a refund for the cost of the rug doctor rental.

The following are two of the items I ordered from Rug Doctor on January 14: 1 Floor Doctor Hard Floor Cleaner 4 Multi-Surface Hard Floor Cleaner 27oz The items are in dispute. I received all items, with the exception of "4 Multi-Surface Floor Cleaner" to be used in the Floor Doctor Machine. The packaging label stated the items "were shipped" and included in the box I received. They were not in the box. I emailed Customer Service 1/23 (on website) and also filled out their Contact form about the missing items. No one responded to those emails. On Mon. 1/25, I contacted them by phone. Rep said, "I've heard this issue happening, I will resend out the four (4) bottles he gave a new order number. I did not receive the items or any type of confirmation. I called again, Mon. 2/1. This person said, "the items are still at the warehouse, not shipped and he had no idea when they would ship." I asked to speak to a manager. The story continues, but I'm out of space...

I purchased a rug doctor, brought it home to use it but it wouldn't suck up the water from the floor. So I called the Rug Doctor for user help. I was put through trouble shooting things to get it to work. When that didn't work Rug Doctor told me to take the machine to the local vacuum store for it to be fixed. The people at Rug Doctor asked for the serial number that was on my unit which I gave but never told me anything else.I took the machine to shop to be fixed for over a week.The vacuum place called me to tell me that they couldn't fix it because it was stolen. I HAD NO IDEA. Now Rug Doctor told me too! not asked! for me to return it I did return it to my nearest Dollar General store. I did everything they asked of me. THEY promised me several times some kind of reward for returning a lost item. I AM VERY ANGRY, I am out hundreds of $ I paid for the machine that I dont possess. Rug Doctor has it probably. After a 6 weeks of my calling them there has been no contact or reward gave

I placed order #XXXXXX on 7/25 for a machine that never got delivered. I placed order #XXXXXX on 7/25 for a machine that never got delivered. I opened case #XXXXXX with the company. I contacted the company via email and telephone several times and they take no responsibility. I asked for a replacement item but they won't do that. I've never worked with a company that could care less about it's customers, especially during the current economic crisis.All I wanted was a machine so I could clean up after my terminally ill pet and this situation has only made things worse and harder on our family. Rug Doctor just kept telling me to call Fedex and Fedex kept telling me to call Rug Doctor. I shouldn't have to do that over and over. I finally had to get them to cancel the order and I had to place another. Nobody apologized, wanted to help is placing the new order, provide anything for all that I had gone through, they just don't care about customers. I did place another order by myself (#XXXXXX) and paid more for shipping in hopes of actually getting the machine this time.

Biohazardous Wastewater Incident (Rug Doctor does not check their machines) I am writing regarding a Rug Doctor rental from a kiosk inside Wal-Mart in Largo, FL. The renter before me apparently used the machine to clean up feces and did not dump out the wastewater, and because this was my first experience and I (wrongly) assumed that someone checks the machines before renting them out again, I did not discover this until I returned home and dumped biohazardous wastewater out on myself while inspecting the machine in my bathroom. I called the company and they offered me a partial refund of $9, which was quite disappointing because it would not have been a hardship for them to fully refund my $35 rental payment and $23 cleaning solution considering the severity of the incident. The woman I spoke with took my name down to have a manager call me, but no one ever did. I also reported the incident to Wal-Mart, but they indicated that Rug Doctor was solely responsible for the machines. Product_Or_Service: Rug Doctor Pro Deep Cleaning Machine Order_Number: Transaction ID: K036 Account_Number: Transaction ID: K036

I called in trying to return my rug doctor as I had been trying to do since Saturday night. Both nights it would not allow me to. I called in for help spoke to Adam. Adam was extremely rude to me he was very condescending and sarcastic and even giggled while I was on the phone at that point I became aggravated and started going off he continued to antagonize me after I asked several times to speak to someone else. I then called and spoke with Samantha as I'm explaining to her what was going on she too was extremely rude cutting me to where at this point I was extremely *** off. I am so saddened that you have these people with such TERRIBLE customer service representing your company she literally told me that she was now 'laughing in my face? and then disconnected the call! I will never use your service again and I expect a FULL refund! My contact number is XXX-XXX-XXXX this is ridiculous and you all need to be ashamed as a company! Also I had to switch the original rug doctor out because it was not working! This whole experience was trash and complete dissatisfaction! Product_Or_Service: Rug doctor Account_Number: KXXXXXXXXXXXXXX

I had rented a rug doctor to clean the carpets in my apartment and it had a faulty line that ended up staining my carpet. I rented a rug doctor (serial #***) on Feb. 1st, 2020 to clean my carpets and furniture. The unit that I had rented had a faulty cycle line that leaked dirty water in spots all over my carpet and then the machine completely failed and soaked my floor with the cycled dirty water. I immediately returned the machine to Sutherlands Hardware store (311 W. 72nd st. Kansas City, MO.64114) and they refunded me for the rental and cleaner ($62.48) and gave me another machine and cleaning solution to try and reclean the floors. The stains would not come up. I was then directed to contact their corporate headquarters to file an incident. I was contacted by Austin Hylden (Lead Incident Coordinator) on Feb. 4th, 2020 requesting information on what happened.Since then, I have contacted austin requesting updates on this incident via email (Feb. 10 & 21st) and he advised me that they were waiting on the machine to be sent in for a thorough inspection, yet i never received any updates and he will not return my calls or emails. I have yet to have this resolved and my carpets are still stained. I would expect that rug doctor would send either a professional out to clean the carpets and furniture or to replace my floors.

On February 2 my Rug Doctor Carpet Cleaner Brush Chamber cracked. This is the part that not only covers the brushes on the cleaner but also sucks up the excess water from the carpet. During this time there were no businesses (repair facilities) open because of the Covid19 pandemic, everything was locked down to try and prevent the spread of the virus, so I went online and ordered what I thought was the replacement part for my machine. When the part arrived, approximately a week later, it did not look right to me but was a very close match, and I had a second problem wich was I was unsure of how to take the machine apart to replace the part. So fast foward to 8/3, which is the first time that I have had a chance to bring the machine to a repair shop, mainly because businesses are first reopening here in the state of Florida, and the repair person told me that they had sent me the wrong part. He told me to call up customer support and try and order the part and when I get it to come back and he can see what can be done as he didn't have any parts for rug doctor machines in his shop.So I went home and called Rug Doctor where I was informed that indeed I did have the wrong part and that they did not make the part for the machine that I had because the machine had been discontinued. I then inquired about sending back the part that was received as it is the wrong part and I had no use for it, and it was still brand new. The girl on the phone said to me that the part was only warrantied for 30 days and after that could not be returned. I explained to her 3x that I understand and in normal times that would be acceptable, but there was no way I could have known the part was the wrong one since there was no one who knew about the machine that was open because of the pandemic. This was the first opportunity that I have had to get it to someone because they just reopened this week. She kept repeating the same statement to me and that they could not accept the return. Product_Or_Service: 2/14 Order_Number: XXXXXX

Rug Doctor failed to accept responsibility for damages caused from their machine and lack of attention to their rental equipment. I rented a Rug Doctor Carpet cleaning machine from the *** Kiosk on 3/18. I rolled it out to my vehicle and loaded it into the trunk. I quickly smelled a horrible odor like raw sewage. I removed the machine from my trunk and could tell that it had leaked all over the floor of my trunk. I called Rug doctor customer service and explained what had happened. I was told that they have had many instances of people using their machines to clean up pet and human feces. I was told People probably don't want to use their own or buy a machine for waste cleanup so they rent one. I was told they knew this happens often. I immediately returned the machine to the kiosk and the Customer service rep refunded the rental price. I asked what to do with the mess in my trunk and was given a Incident report number and told to file a claim for any damages. I immediately took my vehicle to the nearest auto detail and asked for their help cleaning the awful smell in my trunk. When I got home I filed a complaint with the incident report website including a full description of what had happened and a bill for the cleaning of my trunk. Several days passed *** I called customer service & waited a half hour to talk to someone to get an update. I was told that time that they had my email wrong and would update it and get back with me. Several more days passed *** I received an email with a letter stating that at the kiosk their rental agreement states you should inspect the machine before you leave the store and so they were not going to accept the claim. The problem with that is the kiosk opens a door when you rent a machine. It doesn't give you a choice of which machine you want, it gives you one and only one. I talked with two managers on duty at *** who both said no one from Rug Doctor oversees the kiosk for dirty or broken returned machines. They could both smell the horrible liquid that was leaking from the machine. If Rug Doctor knows that people are renting their machines to clean up hazardous or toxic waste and no one is checking the machines before they are re-rented. They are knowingly exposing the next customer, and all of the patrons at that business to potentially hazardous waste and claiming no responsibility? Especially after a year of a Global Pandemic their kiosks could be ground zero for the next outbreak! They should absolutely have a responsibility. I called back a second time & talked with their agent Marlana B and said this was unacceptable. She was rude & said this is their final decision.