Complaints policy
If a job booked through this site went wrong, here is how to raise it, what happens by when, and who else you can go to.
Updated October 2026. Contact: hello@tworiverscarpetcare.com · (931) 356-6243.
How do I complain?
Call (931) 356-6243 and ask for a callback about a complaint, or email hello@tworiverscarpetcare.com. Give the address, the date of the visit, what was agreed, what happened, and photos if you have them. A crew still on site is dealt with the same day.
What happens in the first day?
A person acknowledges the complaint within one business day and tells you who is handling it. A problem with the work itself gets a visit before anyone argues about it.
When do I hear back properly?
Within ten business days you get a written answer: what was found, what will be done, and by when. A re-clean, a spot treatment or a re-stretch covered by the crew's own workmanship promise is arranged. If the issue is not something cleaning can fix, such as dye damage or a saturated pad, the reasons are put in writing.
Who is responsible?
The crew that did the work, under the agreement you have with them. We booked it and we chose the crew, so we take complaints about both, raise them with the crew for you, and stay on it until it is closed. The referral marketing disclosure explains the relationship.
What if I am still not satisfied?
You never have to go through us. In Tennessee the Attorney General's Division of Consumer Affairs takes complaints about businesses; in Kentucky, where Oak Grove and Hopkinsville customers are, the Attorney General's Office of Consumer Protection does. Tennessee does not license cleaning work, so there is no licensing board to appeal to, which is why those offices matter. Nothing here limits any right you have under your agreement with the crew or under state law.
What about an insurance claim?
For wet-carpet jobs tied to a claim, the carrier decides coverage. We supply photos, moisture readings and an itemised invoice; we do not adjust claims and never absorb a deductible. A complaint about the crew's paperwork comes to us; a complaint about the insurer goes to the state insurance department.
Do you keep a record?
Every complaint, the action and the dates, for two years. They are reviewed when deciding which crews keep getting work. A pattern of complaints ends the relationship.