revitaRUGS

I sent an expensive custom-made rug to Revita to be cleaned and they ruined it. They picked up the rug, which was in excellent condition, and were supposed to return it in 1 week. Without letting me know in advance it was not returned the next week. When I called to check on it, I was told that it was still wet, and it would be returned to me in another weeks’ time. They also said that the rug was in good condition. It was returned the next week, but it was no longer in good condition. Having been wet so long the carpet had delaminated (a condition where the secondary backing of the carpet separates from the primary backing) causing the rug to ripple in numerous places. They picked it up to repair it and promised to have it back in another week’s time. They let me know they needed to delay it’s return by a week. When it was time to return it, they again needed to delay it another week. I asked if they could apply their Revita Wash, a stain blocker, to the rug at no charge to make up for all the delays. They agreed and confirmed that applying it would not delay the rugs return or cause it additional damage. Hamid, the owner, told me I should be appreciative of all the work that was being done at no charge to repair the rug. It was insulting to me that I should be thankful for them working to repair damages they had caused. When the rug was returned It was severely damaged. At first, they blamed the Revita Wash which they promised would not hurt the rug, but it was more than that. It still had areas that would not lay flat from delamination, the colors had run/bleed, areas of the carpet were saturated with glue, in those areas if you touched the front of the carpet wet glue came off on your fingers, yellowing to roughly 50% of the carpet, and the carpet was sticky. After sending the rug back in this condition they wanted to work on it again. I asked if they had they not already done their best efforts but got no response. I have no confidence that they could repair all the damage since they were not able to repair it in the 5 weeks they’d had it already. Shirzad, the owner’s son, says that they clean a lot of rugs and sometimes they get ruined. I want to replace the rug with the same one. He offered to pay roughly 25% of the replacement cost. He refused to provide their insurance companies information and said if I want more than what he offered sue him.