It was quite the adventure getting our rug cleaned. We had dog urine on it and so I dropped it off at TP hoping for the best. Instead it came back badly damaged and smelling even worse.
They were quite understanding and helpful about it. They explained that the smell was the aged latex backing and that they would repair the damage and re-clean it for free. Replacing the latex was another $90 though, but to be fair it's not their fault it was old. I think they really should've noticed the damage and warping though.
It took about 12 days for the first cleaning and maybe about 15 for the second one. I can't say I was totally thrilled with everything but they did try to make things right. In the end this $500 rug cost almost half of that to clean. Needless to say, the dog is not allowed on it anymore!