[scott.]

I done a white carpet a while ago, which the customer wasnt happy with...her husband and I dont see anything wrong with it, but, she, being a bat! can see hazey lines....anyway...to cut through all that.
I did go over it again with browning prescription, and she wouldnt accept any more treatments.
What happens when the insurance company is called...do they send someone to the property to check it out? and do they offer to try and fix it before replacing? the carpet costs £ 5000 to replace.

[Jason Hedges]

Hi Scott,

Sorry I'm not sure about the insurance issue (haven't had to claim yet touch wood!). Could it be streaking from gaps in the spray from your wands jets. I had this problem when I first started out and was called back to look at the problem. It turned out the middle jet on my 3 jet wand was working off and on so leaving uncleaned lines. I apologised and re cleaned the carpet and another free of charge for good faith. They were over the moon with my service and have called me back since to clean their sofa!

Just an idea!

Good luck.
Jason.

[scott.]

no...the wand jets are fine...and i done it again...I think she just wants a new one.

[gwrightson]

who said the carpet is worth 5,000 , is that what they paid? is that what it is worth now, allowing for dep. etc?
do you take the custy word that its worth the price they say?
 Geoff

[Ian Gourlay]

If you think there is nothing wrong, and the customers husband thinks there is nothing wrong, I would just wait for the customer to take action against you.


You could refund her money if you have a Satisfaction Guarantee.


Might be worthwhile writing a report and talk to insurance company, about procedures on disputes.

I take it you are not in a Trade Organization.

[scott.]

Ian
No I'm not...I know the people concerned as they are family freinds, and have looked after my daughter on and off over the past 15 years...I know for a fact that the carpet is that expensive. It was bought from john lewis, and was an import from either holland or belgium..they got a quote from the original suppliers on a replacement...they have offered to get an over-quote to cover my excess though...as we're friends...so that wouldnt bother me.

[John Kelly]

Some friends

Be carefull you may only have an imdemnity policy. They will only pay what the carpet is worth now, not the full replacement value.
If the insurance company can't see a problem, and they will ask you what it is, they won't do anything.
You need to be very carefull claiming on your policy, especially when you haven't done anything wrong. Your premiums could go up and eventually you may even be refused cover.

[scott.]

So...what would you suggest?

[John Kelly]

Not an easy question when dealing with "friends". Heres a couple:

I would try and get the husband and anybody else available to persuade her that there is nothing wrong with it.

Play on the fact that your insurance premium could escalate.

Offer to have an independent inspection done.

Tough it out and deny any wrongdoing and let her claim against you, hard I know but hey your not a charity

Explain the situation to your insurance company and see what advice they give, they may offer to send someone to inspect it and deny the claim. That way you wouldn't have a major claim against you , just an inspection fee.

[scott.]

I have spoken to the husband about it, and he deals with the same insurance people on a daily basis, as he's in the car body repair business.
He knows the person that is likely to come around, ironicaly.
I would agree with her in that there are some track marks which dont seem to want to disapear, and I have agreed to go along with it thus far.
I dont want to fall out with the family, so if I let the insurance company do their bit, and they tell her to wise up, then she cant really blame me.
How does that sound. It was a treatment risk, and I followed proper procedure for that particular carpet, with advice directly from Prochem technical support.

[Robert Watson]

I just want to wish you good luck with this Scott.
I learnt a long time ago, Never work for family or friends.
Its sods law, that's when you hit problems.
Hope it works out for you.
Keep us posted 
Rab

[craigp]

not a nice situation scott

out of interest what are the track lines? do you use a TM or porty? what chemicals? what colour is the carpet, i guess its 80/20 probaly cream? and what colour are the marks or is it more a change in the pile direction or in dents, any idea what caused it? are you sure its not fixable?

sorry all questions just curious what the marks are and whats caused them,

craig

[scott.]

not a nice situation scott

out of interest what are the track lines? do you use a TM or porty? what chemicals? what colour is the carpet, i guess its 80/20 probaly cream? and what colour are the marks or is it more a change in the pile direction or in dents, any idea what caused it? are you sure its not fixable?

sorry all questions just curious what the marks are and whats caused them,

craig

Dont know craig...one for the X-files mate ;
Used a portable..pre-spray gold, with fibre and fabric rinse in the tank.
At the second visit, used browning presription, incase it was jute wicking.
White carpet..

[PaulKing]

DO I KNOW THAT FEELING TODAY

Just had one today a small stain job a bottle of solvent knocked over and spilt and delaminated the carpet ( took 30 secs when my back was turned) a "quality carpet" I was told from ****** and sons, as it was only a small area 5cm across + friday. SO thinking on my feet I offere a free clean and £250 towards  a rug or just living with it (£250 my insurance excess) or we could replacethe caret under our insurance. It seamed to be a good idea

Guess what Cust  says"i would expect the £250 and a free carpet and you to pay pickfords to remove all furniture and replace it or I'll sue you"


Arrrrgggghhhh

But luckly I spoke to ******* and sons and they will replace it with the exact same carpet for £423 including fitting retail !(apprently it's the "cheap end" of quality carpeting)  or 40% off i do them a good price on the back office carpet clean.(think that means for free, but hey it small)

Spoke our Solicitor who was luckily the next job and they told us to offer to renew the carpet and fitting only and if that not enough then they can issuse procedings on us, as this cost them a few quid up front and this makes them a lot more resonable. Also the judge is going to think hey they messed up and offed to sort it out and you Mr customer being a bit of a ..............

Point is Scott if it a lounge dinner at 25sq meters (thats just a average for what is normally the biggest room in the house) it makes the carpet come out at £200 a sq meter, and thats a lot.

Lots of carpets are imported from holand or maybe belguim ( arrgh beguim wiltons)  where most carpet would retail for less that a 10th of that, appriecate they are friends but try and get a copy of the "£5k" invioce as it sound like they maybe trying to have your pants down.

You can get a custome axminster weave with your name in zebra print  done for £95 a square meter. (mind you'd get ten years for crimes against carpets)

lets face it a "get a over-quote " sounds like he's done this before and would recomend that you,  pass it to your insurers and let the big bad loss adjuster who will pull it all apart and be absolutly dead pan deal with it.

But sound like you either pay the 5k out your pocket, or lose a friend. Sorry know it's a bummer still waiting on my custy ringing think he's streching it out for effect..........

[Phil Marlor]

Scott, let the insurance people sort it.

Do you have any pictures, if so post them on Cleantalk as well as Cleaning pros, someone like John Bolton or Ken Wainwright may be able to tell you what the problem is.

Only ever had one claim, its not nice and when it happened to me the insurance company's independant carpet cleaner went round there and the lady told me all he did was stand there and slag me off the whole time he was there and said dont use me again use him, ( a franchise company).

I got on the phone to my insurance comapny & nearly shattered the windows in  my office, I was so mad!


Phil

[scott.]

good points lads...I knew the price of the carpet a few years before I cleaned it, as i was a regular in the house...the people concerned are very wealthy, hence, have no reason to scam me...she was very gutted and upset that it was me it happened to, but yes I can only let the insurance people deal with it....theres no way im forking out 5k..

Im going up to see them this week, and see what we'll do...they have offered to get the quote to include my excess, so..wont cost me anything.
Im just wondering if the insurance peoples carpet expert may suggest dry fusion cleaning to rectify the problem.

[John Kelly]

Chance is Scott the insurance companies people might not even know what dry fusion is

[CATMAN]

Scott,

The insurance company will pass the job to a loss adjuster who will send out what they call a claims advisor, who will verify the claim. They have no knowledge of carpet faults, and will agree the damage with the householder. What you need to do is get them to appoint a carpet consultant to investigate the cause properly as it may be a pre-existing problem that has only been highlighted by the cleaning process.

Also there is issue of replacement, does your policy cover old for new or the value of the carpet as it is. That is what we issue in the terms and conditions.

I remember one guy asking me for a quote to clean a rug that he could resist in telling me was worth £5000, when I quoted him £600 he refuesed the clean, but what cost replacement?

Regards

CATMAN

[scott.]

John....true...
Catman...yeh, covered..I know what you mean bout the rugs...had that the other week with a woman...2 rugs, she said cost her £3000..quoted her £280...well..that was it...never heard from her again.

[Dave_Lee]

Paul King,
The delamination you mention from a solvent spillage may not be delamination at all and simply rapid localised bubbling due to a softening of the backing. I did the same thing on a carpet last year. I told the custy that it would flatten out undamaged with time which it duly did over the following three weeks.
Dave.