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Rug Doctor Carpet


Horrible customer service

Complaint Rating:  77 % with 13 votes
77% 13
Contact information:
Rug Doctor Carpet
United States
Yesterday my husband rented one of those Rug Doctor Carpet cleaners. He waited patiently while the young checkout girl fidgeted with the rental instructions as a large line formed behind him. I browsed around until everything was done and then we left.

Today, I drove straight from work to return the carpet cleaner so it would be on time. My husband was the one who operated it at home and put it in my car for me last night. I struggled to lift the thing out of my car, and I didn’t feel frustrated after an ACE employee walked passed me and didn’t ask if I needed help. Instead, I proceeded to roll the equipment into the store, thinking I will just drop it off and go home for the day. Instead, as soon as I walked in the door, I was berated by employees. They immediately started inspecting the equipment—I was unaware as to why. I said do I just place this here? Keep in mind I am not even aware of the fact that I have a 10 dollar deposit on the equipment. One employee says, it’s dirty, its full of hair. Confused, I tell them I don’t know what they are talking about. She said it again, “it’s full of hair”. I asked, “Was I supposed to clean it? Where does it say that I am supposed to clean it?” Rudely, the other employee tells me yes and says that when I rented it out it wasn’t dirty so why would I return it dirty. Frustrated I begin to clean the equipment. I get on my knees, in my dress clothes, and I start removing hair off of the machine. Then I hear a faint voice say, use a little common sense. I am getting beyond frustrated now so I look up and say excuse me in a not so nice tone. Looking a little shocked that I heard him and then called him on it, the man said it louder, “You should use some common sense!” I ask if he was the manager. He said yes. I told him I didn’t think it was appropriate to speak to customers in that way. He told me I was being inappropriate by arguing with “his employees.” I told him that I wanted to get the thing cleaned and get out of there. If he would just tell me what to do for it to be clean enough, then I would do it and I would leave. In a snotty tone of voice the manager then said, “Give her the ten dollars. She can take her business elsewhere.” Then he walked off.

I have never experienced such blatant rudeness in my life. I would have never thought a Manager would have such a poor ability to communicate. He made no effort help me, the customer, understand the situation. I have worked in customer service for 8 years. I know how an irrational customer acts—I was not being an irrational customer. I raised my voice in frustration, but that is only because they made no effort to assist me properly or to alleviate any of my confusion. Being treated the way I was treated and feeling the way I felt when I left the store today was not worth a lousy 10 dollars. There are times when the customer needs to be patient and understanding--for example, when a new employee takes a little extra time to check out a customer. However, there are times when the customer is treated so poorly and taken such advantage of that there is no excuse for the behavior. I believe wholeheartedly that this is one of those times.

My husband and I will not shop at ACE ever again. Please remove our names from your mailing list, withdraw our membership from your Hardware Rewards Club, and do not send us any more coupons. We will be taking all of our home improvement needs to Poulsens, Home Depot, and Lowes. I am sure these fine businesses will be pleased that ACE told me to take my business elsewhere.
Complaint comments Comments (8) Complaint country United States Complaint category Products & Services


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A  8th of Oct, 2009 by    0 Votes
Go back to ACE, locate the manager's car in the parking lot and set it on fire. That should be sufficient enough to let him know you're pissed!

If that doesn't work, call him at his house and ask him if he'd like to see his kids again... EVER. See what he says then. Maybe you'll get an apology out of the SOB.
N  20th of May, 2010 by    -1 Votes
Maybe you should put this complaint under Ace and not Rug Doctor, it's very misleading to people who are looking for posts about the actual machine. And frankly, I have to agree w/ Ace. What person doesn't have the common sense, or at least the common decency, to clean a product you are renting. They are right, you would have [censor]ed about it being dirty when you rented it, so why would you return it that way. If you didn't know the rental process then you probably didn't bother to read the contract on the back or any of the information pamphlets at the rack. I'm w/ the manager, take your business some where else where idiocy is rewarded.
N  6th of Jun, 2010 by    +1 Votes
Use the commom sense. You rent clean one, you should clean it. It's your fault.
D  15th of Jun, 2010 by    0 Votes
i agree if you rented it dirty the nyou would be upset so returing it in same condition is appropiate..i think i would of just let them kept the ten dollars because of your igionance of not returning something that was given to you in clean condition..and appolizied and left...you wear dress clothes and you should know simple logic..no excuses...and this is aces complaint not rug doctors...you dint even flie it right ...
N  8th of Jul, 2010 by    0 Votes
Well, if you read the post she said her husband was the one who rented it and used it, he should have cleaned it. But that's neither here nor there, they should not have treated her that way regaurdless. And yes I would say this has nothing to do with Rug Doctor and everything to do with Ace Hardware.
A  14th of Aug, 2010 by    +1 Votes
I too have had an unfortunate time with Rug Doctor. The machine was faulty and soaked our carpet through. The carpet is not rotting away and smells appaling. Rug Doctor will not anything at all about this. They ignore every call we make. We will have to replace the carpet at our own expense. Terrible Terrible company
A  4th of Dec, 2012 by    0 Votes
I rented rug doctor machine last week, it was dirty when I received the machine .so before I used it I myself i cleaned the machine.. I would not recommend the machine to anyone!!! my carpets stink, they never dryed out over for four days and it was the worst smell ever! It had taken 4x days to dry out. I followed the instructions and continued cleaning my carpet. I only went over my cream carpet once. The only reason why I used the machine is because we had been decorting the hall way, and I wanted to refresh my carpet for Christmas.my carpets are only 6months old. I phone the company up, and they used excuse saying it was not the machine. Its funny as the machine never came in clean working order. Do you know they don't clean the machine after each customer, no wounder my carpet smells. My carpets are new...they used every excuse in the book! They even checked the machine, I received a letter saying it was not the machine...even tho my carets had taken four days to dry, and was only cleaned once. Never would I recommend this machine to anyone!!! And very poor customer service who just use excuses... Big massive thanks.
N  3rd of Jun, 2013 by    0 Votes
I work at ace, and personally I hate those stupid rug doctors. They're a pain. They do take a long time to check out. At our store there is a paper that you must sign that says you must clean it to get your deposit back. If a customer comes back with a dirty one we do expect them to clean it if they want their deposit back. I don't think that's wrong. Your husband knew he had to clean it and either just didn't or forgot to. Regardless, it must be cleaned.
However, the manager had no right to say what he said to you. I have no idea how you were acting, but he should not say those things to a customer. He can think them all he wants.

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