Rental Incident Report
How to Start an Incident Report
This Incident Report should ONLY be used if you had an issue with a Rug Doctor, BISSELL or Rug Doctor by BISSELL rental product that you believed caused personal injury or property damage. The process may be started by either:
1) Completing the online form and attach supporting documents. This is the quickest way to a resolution.
2) Mailing a written report with supporting documents to:
Rug Doctor by BISSELL
Incident Department
600 Data Drive, Suite 150
Plano, TX 75075
3) Calling us at 1-800-784-3628. Note that a report will still need to be completed.
Incident Report Process
Step 1: Start an Incident Report
Complete the online Incident Report or write out all information in a written report. Incident Reports are accepted only from customers who rented and/or purchased cleaning solutions from an authorized rental retailer.
Step 2: Add supporting documents
Provide the following (REQUIRED):
– Photos of any reported damage, machine rented, cleaning solutions purchased and rug or upholstery manufacturers care tags
– Proof of rental/purchase and amount (ex. rental agreement, receipt)
– Documentation that verifies the amount of your incident (ex. estimate, appraisal) If unable to attach documents to the online form, they can be emailed to Incident.Group@www.rugdoctor.com.
Step 3: Submit your Incident Report
Review all information for accuracy. Keep a copy of your entire Incident Report submission. We will not return any of this paper work to you and you may wish to refer to this information. Submit the Incident Report. If completed online, print the confirmation email for your records.
Step 4: Investigation & Resolution
Once the report is submitted, you will hear from us within 3 business days. We will notify you if we require any further information related to your incident. We ask that you please comply with any additional requests you may receive in order to avoid any delay in the decision of your incident. The machine(s) will be retrieved and sent to an authorized facility for a thorough inspection. Once the inspection report is finalized and all required documentation received, your file will be reviewed. While most Incident Reports submitted online are typically resolved in five to seven business days, this process can take several weeks in those instances where additional research or inspections are needed. We will notify you, via email or letter, of our decision.