[vangaurd]

just had a call from customer in tears
had a so called carpet cleaner out to clean carpet took 3 days to dry and is now stinking i will go and have a look what do you sugesst i was thinking prey spray then clean again any thoughts

[craigp]

spray deoderiser on thoroughly, clean real hot, dry pass after, then get blower and dehumidifier in there after for extra quick drying.

be as good as new!

thats what id do anyway.

could use microsan or somthing kill any mould.

[scott.]

sounds like john wayne used a hire machine...came across one of those jobs the other week...carpet all stretched as well.

[Mike Halliday]

if it is still smelling then it is'nt fully dry, pull back the carpet and check the underlay it might be still damp and thats where the smell is coming from.

anything you spray on the top will just be a masking agent.

Mike

[Derek]

Whoah there......

the first thing is to get the customer to contact the original cleaner in an effort to put the job right.
If that fails then they should instigate an insurance claim against them for a replacment.

For you to start to try to solve this problem now will transfer all liability over to you...and all that implies.

[AquaMagic]

I agree with Derek, get a posse together put up a few wanted dead or alive posters and get the pesky varmit who messed up to come back and sort it out, spurs and all!

[Steve Chapman]

A little heavy handed me thinks :

For one an insurance company will not pay out for a smelling carpet, as the odour will disappear when it's fully dry.

You never want to wet a carpet already damp and smelling, just need to get it dry with an air mover or dehumidifier.

any corrective cleaning can be carried out after.

Most customers just want the smell to go quickly, which is due to the bacteria coming alive in the damp conditions that have been left too long.

Normally will go when fully dried out.

I find in these situations the customer won't let the original cleaner near the place!

Just get it dry

regards
steve

[Derek]

Steve

I can understand why many customers don't want a cleaner back but they have to give the cleaner (damage or not) an opportunity to put the job right before pursuing a claim the cleaners insurance
Sometimes the problem with odours lies within the backing materials and doesn't always go away ie. urine, vomit... these require a more specialised treatment to irradicate

[stevegunn]

What about getting the customer to sign a waiver?As she is obviously distressed and would you allow someone back into your home who had left your carpet wet for 3 days?

[Derek]

There has been a lot of talk about the use of waivers but we must be careful that we do not take away the rights of the consumer...If a waver is seen to do this then it can go against us if it goes to a tribunial

I personally have never used a waiver but have submitted on occassions a detailed report giving the customer choices and letting them decide. After giving the choices and highlighting any potential problems I will clean only with written authority from them providing they accept full responsibility.

[stevegunn]

There has been a lot of talk about the use of waivers but we must be careful that we do not take away the rights of the consumer...If a waver is seen to do this then it can go against us if it goes to a tribunial

I personally have never used a waiver but have submitted on occassions a detailed report giving the customer choices and letting them decide. After giving the choices and highlighting any potential problems I will clean only with written authority from them providing they accept full responsibility.

.


That's what I would have done