ComplaintsforK.A. Menendian Rug & Carpet Gallery

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the Transaction: Initial cleaning service: The damage was reported on February 6th by *********************, partner owner of ************. Amount Paid: Amount paid for cleaning service, $370.88 Commitment from Business: The business (represented by ********************* and K.A. Menendian) committed to cleaning the rugs. Nature of the Dispute: The rug cleaning process resulted in damage to two rugs. Observed and reported on February 6th and confirmed on February 10th. Efforts to Resolve the Problem: February 12th: Met with ********************* who refunded the cleaning service. February 26th: Contacted ***** from ************************ and received a claim number. March 1st: Sent rug photos and information to *****. April 2nd: ************************ took over the claim management. April 4th-8th: Resent photos successfully. April 17th and 18th: ********************* attempted to settle the issue with an $800 in-store credit and replacement of the rug(similar likeness). We declined in favor of pursuing the insurance claim. April 18th: Requested ****** to reopen and review the insurance claim after **** indicated the claim was closed. April 30th: Followed up with ****** via email and phone for a response and status update on the claim. May 13th: I received an email from ****** stating that ********************* wanted the claim closed and would handle the issue directly. To date, no progress has been made (5-27-24); **** indicated the payout was less than the deductible. Account/Order/Tracking Number: Insurance Claim Number: ********. Advertising Issue (if applicable): Not applicable in this case. Photos: ********************* has all the before and after photos per insurance claim and would happily share them upon request. Retail value of rugs damaged: $6000; receipts provided upon request.

  Customer response

  05/28/2024

  The initial cleaning service for the rugs, costing $370.88, resulted in damage reported by ********************* on February 6th. The business, K.A. Menendian, committed to cleaning the rugs but caused damage to two of them. Efforts to resolve the issue included a refund and opening an insurance claim on February 26th. ***** from ************************ provided a claim number, and photos were sent by March 1st. ************************ took over the claim management on April 2nd. ********************* offered an $800 instore credit and a rug matching the likeness of the rug that was damaged on April 17th and 18th, but this was declined in favor of continuing with the insurance claim. ****** was asked to reopen the claim on April 18th, and follow-ups were made on April 30th. On May 13th, ****** stated the claim was closed as ********************* would handle the issue directly. Despite these efforts, no progress has been made as of May 27th, with **** indicating the payout was less than the insurance deductible. 

  Business response

  06/17/2024

  Thank you for this information.  Our positions would be as follows.....
  1)  The rugs were not damaged in the cleaning rather the dyes in the two rugs mentioned bled due to defects inherent to the rugs due to a combination of improper manufacturing in the dye set/finishing process and "coloring" that was done to the smaller rug in the navy color at some point after the rug was produced which was the only color to bleed in this rug.  Our contract terms and conditions which **** signed do clearly state under item # 5...."KAMRC is not responsible for fugitive (running) colors; or for fading, color changes, dry rot or any defect in a rug or carpet that existed prior to the receipt of the rug or carpet by KAMRC."

   

  2)  In the interest of good faith and customer good will, KA ********************** was able to determine who the original importer of the 8.1x10.1 hand knotted rug was (*******************).  In discussion with ************ it was determined that an almost identical rug in size, quality and design/colors is available to replace the customers original rug that bled.   KA Menendian would then provide this new rug of like kind, size, appearance and quality to ****************** to replace his original rug that bled.  The customer also provided documentation of their purchase price for the smaller rug approx 4.5x6.6 that showed a purchase price paid of $800.   Again in the interest of good faith and good will, KA Menendian is willing to provide ****************** an $800 in-store credit for replacement of this rug.  Both rugs being replaced would then become the property of KA Menendian as a result. 

   

   

  Customer response

  06/25/2024

  21765168
  
  *********************** <***********************************; Jun 25, 2024, 6:04 PM to disputeresolution
  
  My wife and respectful decline the resolution provided by the business owner. 
  

  Customer response

  06/25/2024

  21765168
  
  *********************** <*********************> Tue, Jun 25, 5:47 PM (20 hours ago) to info
  
  We would like to decline the offer. 

  Business response

  06/26/2024

  Thank you for this information.  Our positions would be as follows and remain unchanged.....
  1)  The rugs were not damaged in the cleaning rather the dyes in the two rugs mentioned bled due to defects inherent to the rugs due to a combination of improper manufacturing in the dye set/finishing process and "coloring" that was done to the smaller rug in the navy color at some point after the rug was produced which was the only color to bleed in this rug.  Our contract terms and conditions which **** signed do clearly state under item # 5...."KAMRC is not responsible for fugitive (running) colors; or for fading, color changes, dry rot or any defect in a rug or carpet that existed prior to the receipt of the rug or carpet by KAMRC."
  
  2)  In the interest of good faith and customer good will, KA ********************** was able to determine who the original importer of the 8.1x10.1 hand knotted rug was (*******************).  In discussion with ************ it was determined that an almost identical rug in size, quality and design/colors is available to replace the customers original rug that bled.   KA Menendian would then provide this new rug of like kind, size, appearance and quality to ****************** to replace his original rug that bled.  The customer also provided documentation of their purchase price for the smaller rug approx 4.5x6.6 that showed a purchase price paid of $800.   Again in the interest of good faith and good will, KA Menendian is willing to provide ****************** an $800 in-store credit for replacement of this rug.  Both rugs being replaced would then become the property of KA Menendian as a result.   

  This is our best and final offer.  

  Customer response

  06/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21765168
  
  I am rejecting this response because: there is no evidence that the die ran because of the rug. based on our collection of expert reviewers, the cleaning company should have tested the rug to determine the type of rug and die used. Different rugs require different cleaning techniques. Based on conversations with the owner of the company, this was not done. 
  
  Regards,
  
  ***********************

  Customer response

  06/28/2024

  BBB Mediation request 21765168
  Hiver-disputeresolution
  Hiver-disputeresolution/jwalker
  Hiver-disputeresolution/open
  Hiver-disputeresolution/t-Complaint
  
  *********************** <*********************>
  Jun 27, 2024, 5:44 PM (16 hours ago)
  to disputeresolution
  
  ******, I spoke with my wife, who thought it was best to request mediation from BBB. We are very interested in resolving this issue for both parties involved. 
  
  
  ****
  --
  ***********************
  *******************************************************
  ************ Cell
  ********************* 
  www.linkedin.com/in/nickgiester/

  Business response

  06/28/2024

  I am open to mediation 

   

  *********************

  KA Menendian Rug & Carpet Gallery

  Customer response

  07/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find Mediation is necessary.

  Regards,

  ***********************

  Business response

  07/09/2024

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find Mediation is necessary.  I am available to meet the week of 7/22 in the afternoon on 7/25 or 7/26.

  Thank you.

   

  *********************

  Customer response

  07/09/2024

  Dates that work for us

   

  Tuesday 16th 8-2
  Wednesday 17th 8-11
  Thursday 18th 8-11
  Friday 19th 8-2

  Business response

  07/09/2024

  Hello, I am available in the afternoon at 2pm on 8/1, 8/2, 8/8 or 8/9.   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩