I have renewed an annual agreement with Kiwi - meaning for a year and a half I have had an area rug cleaned in my home on initial and warranty service. I have the paperwork.
I recently called for warranty service and was told the owner "changed his mind" and does not want to do area rugs in the home. I showed the technician my paperwork - to no avail. I have called and emailed requesting a call back - no manager is ever on duty and after holding 15-20 mins. Each time, I have talked to parrots who do not hear what I am saying - they merely tell me "we no longer do that". That's fine for new customers but I am not paying two companies to get all my carpets cleaned. This is bs.
I have never been told area rugs are not under warranty and have had the service performed for a year and a half now. The area rug is $150 square rug I bought in Home Depot - smaller than 5x7 and it is insane to think of sending that out to clean. No where in the paper work is this shown to be outside of the service I purchased, nor was it communicated, and it has always been performed.
Not only is there never a manager at the customer care line, but it you call the corporate HQ, every prompt replies that no is available. Is anyone running their company? I will never do business with them again and will be sure to share my experience with friends and neighbors.
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