Better Business Bureau Sues Carpet Cleaner
Opening a new front against consumer fraud, the Better Business Bureau went to court Tuesday to try to stop a Van Nuys carpet-cleaning company that allegedly uses bait-and-switch tactics to target the elderly and poor.
In a first-of-its-kind lawsuit, the bureau’s local office sued Master Carpet Care Inc., 17216 Saticoy St., citing complaints from 88 customers.
The lawsuit accused the firm of misleading customers with coupons that advertise cheap prices and then pressuring clients to accept charges 10 to 20 times more than the advertised price after they’ve been given a cleaning, said the bureau’s general manager, Gary Almond.
The lawsuit represents a new strategy by the Better Business Bureau of the Southland Inc., Almond said. Rather than rely on overburdened prosecutors in cases the bureau cannot settle, it will pursue civil lawsuits seeking court orders to restrain fraudulent business operations, he added.
“Many companies could use our attention,” Almond said. “This is just the first one that’s going to get it.”
Master Carpet Care’s general manager, David Dar, said he expects to soon settle all complaints.
“We are not in the business of taking money and running,” Dar said. “Yes, there are some misunderstandings sometimes, but we try to fix those problems.”
Dar’s wife, Helena Lahmi, is the owner of Master Carpet Care and is a defendant in the suit. “Every complaint we’ve had is being handled,” Lahmi said.
Dar and Lahmi said money may be refunded to some customers.
Almond said his organization was concerned that other carpet-cleaning services would be encouraged by Master Carpet Care to advertise misleading prices by coupons and thus create an unfair and unlawful market for carpet cleanings.
He said Master Carpet had “a particularly bad record, a pattern and practice that is particularly egregious.”
Two alleged victims, Victoria Rojas and Brenda Czech, were named as plaintiffs in the lawsuit, filed in Los Angeles County Superior Court.
Almond alleged that Master Carpet Care technicians target low-income residents and senior citizens by providing unrequested services and demanding to be paid more than the agreed price.
One of the 88 customers who complained to the bureau is Alexander Rosin, 81. Rosin said he welcomed Master Carpet Care cleaners into his Torrance home last August believing he would be charged $14.50 for five rooms, as advertised on a coupon. He wound up paying $813 after getting his carpet stretched--a service he said he never asked for, he said.
“They did things that I can’t quite understand,” he said. “I’m a trusting person and they’re pretty slick talkers.”
Alice Serafin, 76, of Norwalk wanted her sofa cleaned for her 50th wedding anniversary. She called Master Carpet on Feb. 12, thinking she would be paying around $20 for the job with a coupon. She said the technicians began cleaning other parts of the house and demanded $400. They bargained down to $245.
“I was pressured,” said Serafin, who also complained to the bureau. “They wouldn’t even accept a credit card or a check. They wanted my ATM card.”
In the past, the Better Business Bureau has referred unresolved incidents of alleged consumer fraud to either the city attorney’s office or the district attorney’s office. Almond said the bureau was looking to strengthen its efforts to protect consumers.
Almond said he expects to see similar cases in the future, adding, “We’ll step up and file these kinds of suits.”
The lawsuit alleges that the firm committed “unlawful, unfair and fraudulent business practices,” making false and misleading statements and using untruthful advertising.
The bureau wants a court order restraining Master Carpet Care from acting illegally.
Tom Papageorge, head deputy in charge of the district attorney’s Consumer Protection Division, applauded the bureau’s action.
“There’s always room for other agencies to join the battle,” he said.
