I have used CL for years and have always had superior service. I am amazed that you complained about this company after you clearly stated it was the dog urine that you knew ruined your rug. Would you rather have had a urine filled rug in your home?. Seems to me the only thing they offered you was an ATTEMPT to clean it without it being ruined, or throw it away or live with it. How I see it, they lived up to their responsibility and you paid $60 for the attempt that didn't succeed.