very professional and courteous and my oriental rugs came back within the 10-day timeframe agreed upon...my rugs look wonderful and for the first time since I've been having them cleaned, they feel soft and luxurious with a fresh scent. Heirloom spent extra pains to clean one of the rugs that was particularly pet stained--I'm sure it was a major challenge but it is now like new. Thank you, Heirloom!