Star Rug Care

On June 20th, ’18 I filed a customer’s report to Angie’s List and now I add this further report. The carpet cleaning company seems to operate under a couple or a few names: Empire Oriental Rug Care 954 Lex. Ave. Suite # 1061 NY NY 10021 Nate – 347 836-6613 or 917 553-0359 [Star Rug Care] We were and remain most dissatisfied with their service, and for a long time we feared one of the 4 oriental rugs – the largest one – was lost or stolen. The nightmare with this rug cleaning company began on April 20th. The person who came to give an estimate gave the name Nate (no last name ever given). He explained that the rugs were valuable, the most valuable and the largest, was (he said) worth about $17,000 to $25,000. Telling a potential customer this makes one more likely to accept the large cleaning fee. The cost was $2000 for the 4. This salesperson also promised to repair one small spot of damage near the center of the run. The little damaged area was never repaired and once the rugs were finally returned, we discovered the “most valuable” rug is worth only $700 to $1500. Three of the rugs were delivered on May 3rd, and we paid cash on that date; however, the largest wasn’t ready, and that was delivered late Friday afternoon. “Nate” (in a hurry to leave) was not able to unroll the rug. The following week a friend helped us unroll the largest rug and we discovered the binding in three areas had separated from the rug (the largest of the 4; the one most valuable). We called Nate and he was surprised. He asked us to take pictures, which we sent to him. Acknowledging the damage, he picked up the rug a day or so later (probably May 9th or 10th) and said it would be repaired and delivered the following week. On May 14th we spoke and he said the rug would be delivered – all repaired – the next day, on the morning of the 15th. That didn’t happen. In the late afternoon of the 15th he called to say the rug was in his car and he was held up in traffic but would be here soon. By evening it was clear he wouldn’t deliver the rug that day; he said it would be delivered by 9 the next morning, which was May 16th, but no delivery. We expected a call from him to explain why. I called several times on the 17th and on the 18th. This time he didn’t pick up his phone or respond to my phone messages. By May 19, 2018 and we still didn’t have the rug we paid for in cash. Two days later, May 23, my wife called Nate again to ask for our rug back. That was weeks since the rug’s return was promised and – as before – our calls went unanswered until the 23rd of May when Nate called to say the rug would be delivered on the 24th between 2 & 4. By 5, still with no rug returned and no phone call explaining the delay, my wife called again and left a message. About an hour later a Gary called to say he’d deliver the rug the next day. Well, to shorten the story, the repaired rug was finally returned on May 31st. The only positive element to our experience with this rug cleaner is that our carpets weren’t lost or stolen. Other potential customers should be warned. Thank you, B. and L. Wallenstein

They were an amazing company to work with. They were efficient and I would use them again.

They did great work . They are a caring company and great all waorund. They didn't the work in a timely manner but did;t rush the job. It was a great company to work with. I will definitely use them again and recommend them

They were on time, polite and eager to do the job %150.

Ami was very knowledgeable and did an excellent job restoring a badly soiled rug. Looks new again.

Nate was punctual, professional and gave me excellent pricing. They did an excellent job with my rug and left my carpets looking like new. I highly recommend this company.

Best experience ever. Highly recommended

Amazing, so professional. The kept me informed & explained everything!