[ianharper]

Hi

Get onto Woolsafe or if your a member NCCA as she will listen to someone that is independent.

You might have to put your hand in your pocket for them to help but its worth it to keep your reputation.

don't worry. these can be sorted without spending large amount of money. you only have to look how insurance companies handle this type of problem. they send out a bottle of spotter first, before they send anyone around. so stay cool.

BTW if she has touched it after you its now her responsibility, (but don't tell yet)

respectfully

Ian Harper

[John Kelly]

Joe, its usually cleaners that do re-tufting rather than fitters. I know Paul King does it but he's too far away. Also a number of Servicemaster franchises used to offer this service. You could also contact Independent Inspections who are bound to have someone on their books in your area.
Hope it doesn't come to that, personally I wouldn't be too concerned.

[Joe H]

John - I have always said its as easy to do things right as it is to do them wrong. But I am a bit of a worrier, always have been.

I always worry what will I do when I have spent my last million £.

[turneylogan]

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 

Be careful with this one. We did exactly that on the domestic cleaning side for a claim we were sure they would not pay as it was not cleaners fault. They did - paid £2000 directly to the complainant without advising us.

On top of all the advice here, any chance the customer has moved furniture and laid, for instance, oily castors on the carpet, and is now trying to get you to pay for her mistake? Is there a pattern?

Does sound like wicking up of some sort though.

If the marks won't go, your strongest defence will be the fact that they were not there when you left and the fact that she has made the marks permanent. Be adamant about this.

[Doug Holloway]

Hi Joe

Almost certainly something wicking up
.

As has been advised be careful, the more you attempt the more it becomes your problem.

If she was an amenable customer I would try various solvents , dip a cotton bud in and see if you are getting dye transfer.

Start with white spirit, then acetone  and then isopropanol.

Cheers

Doug

[Mike Roper]

It could be something been spilled from a container in the airing cupboard, people keep all sorts in there. Also what colour hair has she got ? Has she dyed it then its dripped onto carpet when she went to get a towel out of airing cupboard.
Mike

[spencer davies]

Thanks for the website comments Kev.


S

[Ian Gourlay]

I think we all need to be careful and carry out detailed inspections of the room before we start work #

I cleaned a Suite the other day and had an allegation of creating a large water mark on a Carpet at the oposite end of the room to where I was working.

Problem was I was left in house on my on so customer did not witness where I was working etc.

Thankfully it all got resolved but caused a bit of worry

Although I inspected Suite I did not inspect all of the carpet as I was not working on it and had protected area I was working in.

[liahona]

Joe, have you thought of just replacing the carpet for her?  I am not saying you should by any means but if it is only 6 square yards it would be cheeper to do this than to faff about with numerous trips to try and clean it out.  You will get more referrals from replacing it for her than you will by cleaning it.

Oh and sit down for a little while and learn to re-tuft and re-weave.  More money to be "made" by that than there ever is in cleaning. 

Best, Dave.

[Joe H]

Got the inevitable phone call today!

She contacted her house insurance but as soon as she mentioned a tradesman they would not go for it on her insurance.
They will however help her with legal advice.
They advise her now to insist on having the whole stairs and landing replaced because only having the landing done will make the stairs look odd.

The issue is now not the spots which are still there, albeit not as pronounced, but the "fluffing" up in that area, started with her using 1001.

So her claim stands at around £400.

Just taken 2 bookings this afternoon both of which quoted higher then 24 hours ago!

[Chris R]

Have a read through your own insurance policy.

You may have free legal advice included?

They can then tell you the right way to proceed.

regards

Chris

[Joe H]

Thanks everyone for the support.
Times like this when you feel a bit down its good to have pick me ups.

[Joe H]

She actually appears to be a very nice lady.
Soon as I arrived on Monday it was "would you like a cup of tea"
"could I have a cold drink please"
and there was a glass of coke and a plate with half a dozen ginger biccys.

Actually she seems too nice, and too genned up on things relating to carpets - I just wonder at times whether I have been set up, but can't prove it!

[garyj]

Smiling sweetly as she takes you to the cleaners. Not my ex wife is it 

[John Kelly]

We do a lot of cleanups for a certain utilities company involving soot. Sometimes Champion is the only thing that will shift it. Even on fine wool carpets we've never had a problem. Its only on for a few minutes before being rinsed off.

[lands]

Joe

know how these things can get really get you down mate. Many years ago I handled/negotiated PL, EL and product liability claims for Eagle Star (now Zurich).

Firstly you need to understand that your insurers always take the view based on economics. ie. if they feel its worth settling as its a cheaper option (based on probability) they will and you have no say so in the matter (it will be in  your T & Cs some where).

Secondly (and more to the point) the onus is on her to demonstrate that on the balance of probablity (not beyond reasonable doubt as this is criminal law) that you have caused the damage. On the face of it she probably feels that she certainly can but remember that she does'nt know what you know.

I don't I know as much as most on here but I know this. This is probably a case of something wicking up and no "right minded thinking person" when they know the facts would put the blame at your feet (and this is exactly how a common law based court would look at it) as you cannot possible "foresee" this potential problem. Stand your ground son as I know more about this than I do CC'ing.

Give me a bell if you want more detail mate

Pete

[Joe H]

Thanks Pete.

[carpetworx]

Joe
if it's a dark spot on light carpet, try using a reducing agent, and watch the spot disappear

[Ian Gourlay]

Joe,

Do you consider you did anything wrong.?

The spots were not obvious when you started?

In my opinion you are not liable.

Although I have never put in a claim when I had my problem a respected member of this industry told me that

The Insurance assor will look at the carpet, ask what procedures you used etc and if you did everything by the book you would not be liable and there would be no claim. How long in industry training etc also counts in your favour.

How old is carpet

Because policies do not pay out new for old  so it takes into account wear value etc

Only applies if you are covered for treatment risk and your essess is less than £400


Our you sure you cannot solve problem, although I did not think I had caused the problem I was able to solve problem, and saved a load of hazzle

[Mark Lane-Matthews]

Joe
If you manage to remove  the spots  ,carefully go over the fuzzing with a pair of hair clippers,it will really improve the result.
                          mark