[terrymaloy]

Did a soot removal job on Monday using Ultrapac Renovate.
A builder was blocking up a chimney in the bedroom and a large quantity of soot went through his dust sheets all over the customers brand new carpet.

I've used this stuff before on soot with good results and this was no exception...the water in the waste tank came out black ! The carpet looked as good as new when I left.

Had a phone call this morning from the builder paniking...customer still aint happy and wants a NEW bedroom carpet (£560).
I've told him to go have a look at the carpet, because it was clean when I left and I dont mind going back to give it a second treatment.

My question is this...would a second treatment make any difference ?
Or is the customer just being a little awkward and wanting a new carpet ?
ps...the customer was rather irritating !
Thnx

[jasonl]

I would go out again and give LM a go , did one Monday the same, brand new cream carpet , 2 rooms affected , soot had gone through the dust sheet severely by fireplace , Rang yesterday and it is still perfect.

[Doctor Carpet (Ret'd)]

A clean DRY carpet might not look quite as good as a clean DAMP carpet.

Definitely worth while going back to at least check. If you've got your pricing right then you should have built something in for a situation like that. Whether you need to clean by either HWE or LM will be a judgement call when you get there.

By showing you care for your work it'll enhance your reputation with both the builder and the homeowner. By enhancing your reputation you put yourself in a better position to raise your prices.

Rog

[ianharper]

terry

you must vac it to death first, carpets dry bottom up.

as Rog says LM with a prespray of

http://www.restormate.co.uk/epages/15094.sf/en_GB/?ObjectPath=/Shops/15094/Products/PRB105

this stuff is a life saver with brighten any rank carpet after extraction.

if you still get problems from client only offer money back for clean. sometimes its worth it just to get rid of problem. don't worry mate sound like you doing everything right

good luck

Respect

Ian Harper

[Carpet Dawg]

Citrus concentrate is good on soot. And eco friendly...

[Neil Williams]

My question is this...would a second treatment make any difference ? Quite possibly
Or is the customer just being a little awkward and wanting a new carpet ?Even more quite possibly
ps...the customer was rather irritating ! Come across this type before, you turn up to sort out someone elses but you're the one who gets the grief.

Make sure you've got a perfectly clean white terry towel and carry out a few small sample tests to see if any more residue is removable. If it is then carry on from there with extraction/Lm methods.

[Simon@arenaclean]

I tend to see this a bit differently. I would of been called in to remove soot damage from a carpet following an accident or lack of care. This IS the builders problem, NOT MINE. As long as I have not raised expectations I can only do the best job possible. Beyond that the builder or householder can make a claim on their insurance. The customer is no being irritating, they had a brand new carpet and if it was me i'd expect  it to be in the same condition. I would go back and re-clean as a gesture, possibly LM, but no way would there be a refund for failing to remove damage caused by someone else, this does rely on pre-qualifying my customer.

[terrymaloy]

Just to recap...
Neither the builder or the homeowner has a gripe with me.
I was asked if I could possibly remove it and I did my best...they were both aware of that.

The builder has offered to pay for my services again (no question of refunds) and it's cheaper than buying a new carpet.
I can see the homeowners point of view...if it were my new carpet I would'nt be happy with a carpet covered in soot then cleaned a couple of times 

Anyway, thats their problem. Will go have a look myself on Monday and try some of the suggestions above.
Thnx

[Simon@arenaclean]

Should of made it clear I was replying in a general manner to the direction of the thread, re Ian's comments on offering a refund for the clean, I appreciate the sentiment but unless I'd promised perfect results it's not something I would do.