[Joe H]

I have a problem!
Yesterday morning, Monday, I did a stairs, landing and bedroom. Carpet had a smallish berber type pile, pale colour.
I vac'd, prespray with Prochem Pure Clean at correct dilution, agitated, dwell whilst set up machine (probably 15 min), then extracted with water only, moderately warm.
Carpet smelt like a damp dog when finished and looked OK. (burn test to me indicates wool content as the strand left a crumbly end bit but it did float).

Last night customer rang to say she was not happy as at top of stairs 3 small black marks had appeared and would I go back to sort.
In an attempt to save ringing me and me having a journey back, she said she had used 1001 but it had not altered it.
I said I appreciate the thought but I would much prefer if she had not done anything except phone me.

This afternoon I go and yes there are 3 black marks about the size of a 5p or smaller just at top of stairs in front of airing cupboard.
I tried a few things to shift the marks - Tex Fabric & Fibre Rinse, Envirodri Spot Remover, Zip It, Charley Spotter, not at the same time obviously, and with luke warm water rinses as well as towel padding.
Marks still there but might be fainter when dry.

She has already asked the question re my insurance as she says she is "fussy and its got to be right and I dont see it being right".
I have offered to go back again if not correct
BUT
I have said that using 1001 may have contributed to the fact the marks will not move. She was not impressed with that. "We got you in as a professional and the marks were not there before you came".
To which I said why didnt you call "the professional" back to rectify instead of trying to clean it with a £1 bottle of something.

I can see this one getting "messy".

Any one any ideas.

[JS2]

Joe

I don't at this stage have any realistic idea of what might have happened, if anything, but I'm curious as to whether you pulled up any matter when you spotted the affected area on your return ?  An indictation here may help others contribute.

Regards

Pete (JS2)

[Joe H]

Good point, missed that bit.

Used white towel and no removal of any significance.

[Kev Loomes]

We all get em Joe, feel for yer.

Are you sure the spots were not there originally (disguised by soil)? The only thing I can think of is something wicking back up, but you should explain that you cant be responsible for for a stain that they have caused then resurfacing.

To be honest though in this case, I think most of us would have returned to have a look like you have. I probably would have used a cfr handtool to prevent the lower section of the fibre (and backing) from getting wet so it wouldnt happen twice. Its quite difficult trying to offer advice on using more products as you have tried multiple anyway. You may still get some result from gel spotter and rinse.

Lastly, I cant see that she has a case for an insurance claim as you havent actually damaged the carpet.

Kev

[Mark Lane-Matthews]

Hi Joe
It could be  oily stains which has wicked up so a solvent based spotter would be best ,or if they maybe  carbon based spots ,ultrapac renovate could be an answer .Good luck

                                                   Mark

[JS2]

Joe

Sounds to me like the marks were already indelibly present and exposed by the cleaned up carpet.  I can't imagine the cleaning process would produce one or two small localised marks, unless these were caused by some heavy impression by your equipment or a serious spillage (all very unlikely without your knowledge).  I expect some members will make the essential point regarding carrying out a thorough pre-inspection.  I hope a solution is found to ease any anxiety !

Regards

Pete (JS2)

[Joe H]

No I dont think the spots were there before hand - it is a paleish carpet and I did have a good look at the area because of the possibility of draught mark under the airing cupboard door (very faint anyway).

Thanks for the other comments

What effect 1001 she used? Any ideas based on facts.

[Kev Loomes]

p.s.

Get some forms printed up if you can with your survey on the front and your terms on the back and get them to sign it at quotation stage. If they are a bit tense about it simply say that 'you are agreeing to the survey only and points mentioned'. This way you are completely covered if it gets nasty. This is what we do (just in case).

[Kev Loomes]

Did a job for 1001 (WD-40) on Monday with a similar complaint. Trouble was the carpet was soooooooo manked it was ridiculous. They basically chanced their arm for a free clean for xmas, and they got it.

I cant see any cleaner from the shops helping whatsoever (we all know this), so you could re-enforce this aspect - that it has hindered it completely, and that if she didnt use it you would probably have got it out 

[spencer davies]

Joe, try a little bit of Citrus Gel, rinse well afterwards.


Regards


s

[Kev Loomes]

Already mentioned this Spencer  By the way, nice websites, very pro.

[Joe H]

But twice mentioned  is to emphasise the point.
Thanks lads.
She'll be on the phone tomorrow no doubt.

[John Kelly]

Could be draught marking been pulled through underlay and wicking when carpet dried out. Can be a problem next to airing cupboards due to thermal air currents.
Something like Champion, Ultrapac, Zap It might work.
If it doesn't I would bluff it out as she has messed with it before giving you the chance to rectify.
Worst scenario I would get someone to re-tuft it. Shouldn't be hard or expensive if they are just small marks. Tufts can be taken from edge of carpet or under stair folds.

[darrenlee]

hi
 
this may not be the case, but some carpet fitters use marker pens on backing, when cutting carpet up for hsl could this have been wicked up threw backing just a thought i would uplift and see whats under the area

darren

[Joe H]

Thanks John.
I have Ultrapac and Zap It (used Charley Spotter instead of Zap It today).
Not heared of re-tufting, interesting.
Do most carpet fitters do that?

Darren - thats a possibility, but I dont see how she is going to let me lift the carpet - she is set in her mind nothing I do is going to shift it to her satisfaction (shes said so).
I'm on a loser I think but not giving up yet.

[Jason Hedges]

Hi Joe,

If you think shes intent on having a claim against you (why else would she mention your insurance) say she invalidated a claim attempting removal herself before consulting or calling you back and she has set the stain beyond removal.

Play her at her own game!

All the best,
Jason.

[darrenlee]

just explain you need to uplift, so you can clean from the back as well as the face cloth, as it is a stain thats been caused by them and as wicked back, on cleaning.
she cant refuse you trying to solve the problem and has to let you try to rectify it.
if she lets you i really hope theres pen there, shes still not going to be happy, but your of the hook

good luck

[Joe H]

Jason, I think that is my only salvation here. She was honest enough to say she used 1001 - as long as she doesnt go into denial.

and thanks for your comments Darren.

[Chris R]

If it was anything to do with your cleaning chemicals then more of the carpet would be marked ?

If you have to then pass it onto your insurance.

Explain to your insurance company that its not your fault.

Insurance companys do not pay out just because someone makes a claim.

They will fight your corner for you and refuse to pay.

Let her fight it out with the insurance company 

[Joe H]

Thanks Chris.
I suppose if she insists on going that road thro insurance I can only state the facts and leave it with them. Just my excess is quite high (£500) and replacing carpet is about 6 sq yd (top of stairs 3 x 2 say)