• Report: #1136868

Complaint Review: Bissell Homecare, Inc.

  • Submitted: Mon, April 07, 2014
  • Updated: Mon, May 12, 2014

  • Reported By: Vincent — Troy New York
Bissell Homecare, Inc.
P.O. Box 1888 Grand Rapids, Michigan USA

Bissell Homecare, Inc. Bissell Spotclean Pro Damaged (Discolored) Carpets After First Use. Company Refuses to Pay for Damages Grand Rapids Michigan

*Author of original report: CLARIFICATION: TEST SPOTS

*General Comment: No you didnt read...

*Author of original report: Clarification Because of Typo

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My wife and I purchased a Bissell SpotClean Pro carpet cleaner on March 13, 2014.  We read the insturctions and used the cleaning solution that was included with the Bissell machine.  We cleaned nine spots in three different rooms in our home (office, living room and hallway).  While cleaning the carpet, nothing unusual appeared to be happening.  When returnign to the first areas that we had cleaned in the hallway, we found that the spots we cleaned were now a bright white.  We used the Bissell machine on ther spots again with just water to see if the discoloration was from excess soup.......it was NOT! The Bissell machine and/or solution appeared to bleach or pull the pigment out of the carpet. 

We called customer service on March 15th, after we initially used the machine and saw the damage.  The customer service representative informed us that their machines don't stain or damage carpets and they would not pay to replace our carpet.  She said this BEFORE I even said we were going to have to replace the carpet.  She offered us $18.00 in manufactuer coupons for our troubles.  I refused and asked to speak to a manager and was informed they don't have managers there.  What?  When I pushed the issue, I finally was transerred to someone that stated they were a manager but refused to give me their name.  They stated I must return the machine and solution for them to test and that a pre-paid label would be sent out within seven business days...it has now been 15 days and no label. 

I called several times without resolve.  They keep asking for the machine and solution back so they can test it but I know this is a common practice to ensure there is no evidence should I want to persue legal action.

I had a professional carpet cleaning  service come into my home on Friday March 4th, and they stated that the solution appears to have affected the dye in the carpet.  They also stated that they see carpet stains and/or damage all the time from Bissell carpet cleaning/steam machines.  They tell people to stir clear of them!

I am left to replace carpet in half of my home now over a machine that cost me less than a hundred bucks on sale! The company which prides itself on reputation for quality, refuses to do anything.  Stay away from Bissell! You will save yourself time, money and sanity!


This report was posted on Ripoff Report on 04/07/2014 07:04 AM and is a permanent record located here: http://www.ripoffreport.com/r/Bissell-Homecare-Inc/Grand-Rapids-Michigan-49501-1888/Bissell-Homecare-Inc-Bissell-Spotclean-Pro-Damaged-Discolored-Carpets-After-First-Use-1136868. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

CLARIFICATION: TEST SPOTS

AUTHOR: Vincent - ()

To the person that stated I did not read the insturctions regarding doign small etsts spots first;

We actually did two test spots inside our closet.  After an hour of letting the product set after using the Bissell machine and cleaning agent, the spots DID NOT leave spots nor did it destroy or damage the carpet like it did when we used it on a larger area. When using the cleaning agent (fluid) that came with the machine in a more concerntrated area (more agressively), it damaged the carpet.  We sent carpet samples, pictures and sof orth to Bissell and they replicated the same damage in their labs.

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#2 General Comment

No you didnt read...

AUTHOR: Tyg - ()

 Or you would have seen on both the machine AND the cleaner to try to cleanup a small HIDDEN section to test for color fastness. Your claim of reading the instructions INVALIDATES your own post. You assume at your own risk. You did not attempt it on a HIDDEN section of the carpet and now seek to blame them for the mistake you made. It doesnt work like that. YOU did not do as instructed and now have to eat the costs of a new carpet. Sorry to say this but its on you.

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#3 Author of original report

Clarification Because of Typo

AUTHOR: Vincent - ()

I made a typo in my original report.  It should have read that we had a professional cleaning service come in to look at the spots on March 14th (the day before we contacted Bissell costumer service) instead of March 4th.  Just a typo.  Wanted to present accurate facts.

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