Bates Rug Masters Carpet Upholstery & Drapery Cleaners

We’ve used Bates for our rugs for 15 + years. The 5 stars is well deserved. They need to change the address on their Unilocal page. They are now out by the airport on Glen Widing Drive. Always relatable. Local. Small business. The best. We will never go anywhere else.

I had a rug that needed cleaning — a very large, custom white wool rug from Ecohaus. I dropped it off at Bates and the guys helped me unload it. They unrolled it on the shop floor and I mentioned the wine stain on it. It was fairly faint, as I had done my best to clean it, but I figured it was best they know. I did not have great hopes that it would be able to be removed any further. And that was it. The older gentleman wrote up my bill and told me it would be ready in a week.
When they were ready, I picked them up and brought them home. My boyfriend and I unrolled the big one first and did not even get it halfway laid down before we both said «That looks AWFUL!» It had these HUGE yellow blotches all over it and there were little bits of debris, too. I was flabbergasted and we just stared at it for a while. Strangely enough, the area where the wine stain had been was the cleanest. Everywhere else, where there had previously been no staining, was discolored and yellow.
So I called them and left a message, telling them that I was very unhappy. They called back and said they would come pick it up and bring it in for another cleaning. Cut to week later and it is ready again. They drop it off at my house and we unroll it while they are still there. It looks better than when I first got it but there are still some very large yellowed areas. My disappointment is evident. Scott, who appears to be the one in charge, proceeds to tell me about the problems with jute backed rugs and old stains, how the stains can be soaked up by the jute backing and rise to the surface with cleaning. They’ve done everything they could, he says and those areas are most likely dog urine that was old.
I do have a dog, a very small one, and while it is entirely possible that she may have peed on the rug without my knowledge, these yellow areas were huge — and all over! He then proceeded to tell me that it was my responsibility to alert them to any possible dog urine spots when I dropped the rug off. Really?! This is MY fault? What if I am not even aware of any dog staining? They asked me no questions when I brought the rugs to them. I pointed out the wine stain because that was what I felt probably needed the most attention. Had I known of any areas where the dog piddled, I surely would have highlighted those as well.
So, there you have it. I am left with a blotchy rug that I paid a lot of money for. And, they tell me that that is just the way it is. I had brought it to be cleaned once before, by a company called Breathe-​Free (now defunct) and had no such problems.
I appreciate that they came and picked it up and delivered it the second go around. I appreciate that they did so no questions asked. I wish there had been more information given about the cleaning process in the beginning and that they had told me about the potential issues with jute backed rugs. I wish that they had given my rug as much attention the first time around — I probably wouldn’t have been nearly as pissed. I wish that all the workers there were as communicative as Scott — he is the main reason I am giving two stars instead of one, despite the fact that he stopped just short of blaming me for the staining. As it stands, their customer service skills are sorely lacking and I will be looking for a different cleaner next time.

We ONLY use Bates Rug Masters. They employ a very knowledgeable and efficient staff, with an eye for the details. Our carpeted areas and rugs come out looking brand new every time. They are careful with our wood furniture and use blocks to elevate pieces to keep them away from any moisture. They are also mindful of the three cats in the house and make sure they don’t get out the doors. I am always amazed with the outcome once the job is done. Bates truly knows their business. I would also recommend Bates Rug Masters for commercial property or any business in need of their services. Their rates are fair and I think you would be hard pressed to find anyone better.

We’ve used Bates for decades. Never called anyone else because we never felt the need. Their service has been top-​notch for all that time. They’re prompt (they show up when they say they will) and courteous. They walk through the house with us before beginning and allow us to show them the trouble spots (wine, pet «oopsies», etc.). They pay special attention to those spots to the point that after Bates folks leave we can’t find those areas any more. The house always smells clean and fresh and everything is put right back where it belongs. My wife and I couldn’t recommend them more highly. They’re a family-​owned and operated local business and that’s very important to us.

My wife works in the radio business. In the broadcasting industry, there is a general rule of thumb for anyone who is producing content known as the «14 Year Old Boy» rule. Basically, it goes like this: view everything you say or do through the lens of a 14 year old miscreant. If you detect a whiff of «heh», chances are you should consider a rewrite. Using Master and Bates together in the name of your business? Classic violation of the 14 year old boy rule. Red card.
(14 year old boy now exiting stage right)
We got our rugs cleaned at Bates during our move, and the experience was pretty straightforward. Drop off your rugs, wait a week, pick them up and pay. The staff is all business, and they clean a mean rug.
The reason I’m withholding a star is their obvious disinterest in sparkly customer service. Bates has «cash and carry» hours in the morning and afternoon, and they’re pretty adamant that customers stay away during the rest of the business day. Don’t bother with the weekends… you can call and they’ll be there, but you’re not welcomed to come in.
This place has been in business forever, and they have the good and the bad to show for it. They do a helluva job, but don’t expect them to like you very much.