[Timmy Boy]

How do all
My guys were called to a basement office in a big country home. When they went in they were greeted with large patches of soot all over the cream carpet. The owners had changed from a coal boiler to a gas one and had accepted that the carpet was ruined. My guys said that they were confident they could get it clean. Now here comes the bad bit.. My chaps vacummed the area, but not very well and then tried to HWE. The boys left thinking they had done a reasonable job & left.
The next day I had a phone call from the client, so I went and had a look. OH MY GOD I could not believe the state of the carpet, there was about 10-15 patches of what looked like motor oil everywhere. I rubbed my hand over the patches and my hand went black. The guys had not hoovered it at all well and had then spread all the soot around the floor.
I phoned prochem for a bit of advise and they suggested ultrapac renovate to save my bacon but they think that we have set the stains. Anyone got any ideas or should I dig out my insurance documents?  :'(Can anyone help!!?
Regards
Tim

[John Kelly]

Tim

Don't dig out your insurance, try to remedy it and if it's unsuccesfull it will be up to them to claim off their insurance.
The problem was pre-existing, you have tried to remedy it which the owners were entitled to do. If it's not succesfull that is not your fault.

[John_Flynn]

John

In one way i agree with your post (The problem was pre-existing,) but on the otherhand did Timmy Boy's (My Guys) know what they were doing . 

[John Kelly]

Hi John

It is a point but I still think any insurance company would pay out to the carpet owners. Most people would call a carpet cleaner to deal with this and the Insurance company would expect them too.
You know that a lot of them would not be able to remove the staining. It would be a pity to blame the carpet cleaner.

[mark_lane]

A good tip i was given when tackling soot was to sprinkle talcum powder before vacuuming Ultrapac renovate is very good for breaking down carbon.It is importantant to mix with warm water.
                                    cheers mark

[Timmy Boy]

Thanks for all the comments guys. In response to Johns comment whether my staff knew what they were doing, they are both prochem trained & have been doing it a long time. But I do blame myself to some degree because the job booking sheet just said remove soot from carpet. I should have listed the process, but I am trying to get them to think for themselves (a tricky thing!). I should have also surveyed the job but they wanted it done before christmas and there was no time. Maybe a valuable lesson learned on this one!!
Regards
Tim

[John_Flynn]

Tim

Why should they think for themselves if you normally thinks for them???

You answered my question, "Yes, if I had told them!!"

[gort]

Use prochems ultra pac it is excellent for removing soot, the best i have found yet

[Matt Read]

If the removal attempt doesn't work ,tell the customer you're able to do a report for their insurance company at no extra charge,as the problem was pre existing and you can't gaurentee the removal of any stain. If they aren't covered on their contents insurance or aren't insured then its a bit of a stalemate,its up to you whtether you think you should claim on yours or wait for them to ask you to sort it out officially.

[gwrightson]

did a job today, builders made a right mess, soot every where  discussed likely outcome of of a clean, main area not disasterous, cleaned up a treat  worst was a peice of carpet she kept in front of the fire, Ill throw that away she said,  ok , i said but first just let attempt to get it some thing like clean
"well thought i would experiment whilst i had the chance" 
solutions eco spotter, lightly misted , terry towel aggitation, h/w/e/  with hand tool
results
she decided it was worth keeping,
geoff

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