[Karl Wildey]

you upload photos during my reply

[Karl Wildey]

I did a job a few years back for a reg client. Cleaned the lounge carpet, client walked into lounge shut the blinds and went on hol for weekend. When client returned from holiday, the carpet had light areas, that looked like the colour had been removed, (this was also comfirmed to the client by the carpet salesman that lived opposite, twat). The light areas were where the client had walked across the wet carpet and when it dried, there was a light reflection on the pile. A re-clean and client happy and carried on using me.
This looks similar, due to random colour changes ie. not from a re-appearing stain, traffic lanes etc
Reclean, set pile and dry with air mover, before you leave or let anyone else on carpet

[Doug Holloway]

Hi ben

I would say all your cleaning has done is highlighted the pile reversal and the clean carpet is reflecting the light much more and it is therefore more obvious.

This carpet will not colour bleed so you can rule that out.

You have done nothing wrong, just be firm.

Cheers

Doug

[derek west]

offering her money back is like giving a dog a bone, theres no way she's gonna let go until you ignore it. if i ever got into your position, i'd just ignore her and see where she takes it. rather than running around, bending over backwards for her. the higher you jump, the higher she'll make you jump.
derek

ps... nothing wrong with the clean,
she asked you to clean it not put the colour back in and rectify the pile.

[richy27]

Hi ben

I would say all your cleaning has done is highlighted the pile reversal and the clean carpet is reflecting the light much more and it is therefore more obvious.

This carpet will not colour bleed so you can rule that out.

You have done nothing wrong, just be firm.

Cheers

Doug and derek   i echo spot on



Doug

[daysdeepclean]

I don't know if this picture's clear, but we moved in on the 23rd Dec 2008 (Brand new house) and I immediately realised that we had pile reversal. My wife was astonished that a brand new carpet could look like this and when I explained she accepted that there was little point in asking for a new carpet to be layed!

This custy of yours is obviously L-Bent on getting something for FREE, and she doesn't care who's gonna suffer for it! You'll win this one mate because insurance are going to tell her to sling her hook.....

Can I ask if you advertise the fact that you are "Fully Insured"? I am fully insured but don't advertise because some people see this as a means of getting something for free!

[Ben Lugg]

Thanks again for your comments and feedback.   I greatly appreciate this. 
I'll keep you posted of any further developments on this one.....
Have a good week All.
Ben

[Fintan_Coll]

Ben, this lady has got clean carpets, that's what she paid you for. What she also has is carpets which are six years old, well worn through everyday use, faded by six years of sunlight and just as you would expect to find carpets of that age with average use.
I am well familiar with the type of carpet in the photos and I have had similar cleaning results to yours in the same circumstances. The only difference is my customers were not expecting miracles, were reasonable people who understood that you cannot restore wear and tear simply by cleaning something and were happy with the result.

Feel free to quote my comments to her or to anyone else if it helps your predicament in any way.

[Joe H]

Ben
I think you well realise that all the carpet cleaners on here are of one opinion - you cleaned a light blue carpet, looks like you done it well, and the client problem is NOT of your making nor responsibility.
You have been more then accommodating in offering her the payment back, something you need not of done except for the fact you want happy clients.
You have done more then enough.
Time to stand back.

[Mike Osbourne]

Your only mistake was not to find out what her expectations were and to point out what may or may not be achieved by cleaning BEFORE you took the job on.

I've had potential jobs where they wanted sorted was shading.   

[Col Foster]

Ben,
A little more ammunition. Hope you get it sorted.
http://www.carpetinspector.com/water_marking.htm

Col F

[murky]

I used to do carpet reports, it called 'pile reversal' though strictly speaking that is another problem but thats what everyone in the trade calls it.

If you go into any carpet shop from Allied to your local carpet shop on the corner they have a disclaimer on the desk or hanging from the ceiling that says that some carpets may have pile distortion and that its not a problem with the carpet.

I agree you shouldnt give a money back guarantee but thats another question, if you can find out where she bought the carpet from and ask if they will do an inspection for you, other wise the only other people that do inspections are  either Servicemaster or Independent Inspections or there may be a guy still around in Otley, Yorks called Dr Eric Brown, he goes (or used to) round the world doing reports, hes a real Carpet Doctor (no offense to other carpet doctors).

Good luck

Murky

[Dave_Lee]

Ben,
Just a couple of points.
1. Never advertise or tell the customer that you are fully insured, it is against insurance companies policy and they could rule your insurance invalid if they find out.
2.Products or process liability insurance that is usually tagged on to Public Liability insurance is limited to indemnity only, and is not new for old as in the case of most home contents cover. In other words if it came to a claim they would only get todays value of the carpet and not the value of a new one. After six years a carpet of that type has very little value, and would almost certainly be less than your claims excess.
Dave.

[nevil]

I can't believe some people are offering a money back garauntee. What can be garaunteed. That the carpet will be cleaned? It looks to me that these garauntees are saying is that the customers expectations will be met, or exceeded. If not the customer will get a refund.

Maybe it is a clever bit of marketing but if you garauntee to meet an unknown quantity ( customers expectation ) your bound to get caught out now and again. I like to manage expectation before I start but even if you do this I don't see any way out of coughing up if you offer this kind of garauntee.

[Jim_77]

nevil,

Very interesting point

It's worth a whole new thread really!

[Neil Williams]

Photos taken by ourselves can't compare to a professional photographer doing them so here goes.
The 'Hallway' is for sure a clear sign of pile reversal/pooling and is not your fault.
The first picture does give the impression of an area of dirt near the door but this could just be the picture quality.
The stair lip (whatever you want to call them) do give the impression of still being dirty but again this could be the photo.

I've never done nor ever will do the money back guarentee. I'm happy to revisit if there is a 'problem' as I said earlier in this thread.   

[Jim_77]

Have a read through this thread, Dave Lee gets it absolutely spot on.  The only money I've ever given back is when I've made a boo-boo and can't deliver what I myself set as a target.

http://www.cleanitup.co.uk/smf/index.php?topic=48053.0

[clinton]

Good post there dave and something for us to take in