[daysdeepclean]

Dear Mr Day,

"We said we would let you know the result of the visit from the expert carpet cleaner who inspeacted the lounge carpet.
He said that the smell was almost certainly caused by over wetting in the traffic lane ares, he said this does occur with polypropylene pile as liquids easily travel down the polypropolene pile into the glue causing the smell. He said that the fact that that the carpet had been previously cleaned with a DIY system would make no difference apart from the foam which , as you did, could be controlled with an anti foaming agent. He also dismissed the suggestion that the smell was caused by Mould, Bacteria, pets, dropped food or from being walked on in bare feet. His conclusion was that the smell was caused by over wetting in these areas, and that the coluor difference was due to "reverse pile" not soiling.
Even now after 3 weeks the smell is still apparent despite the use of our fan and keeping the doors and windows open as much as possible.
We are of course very disappointed with the result of your carpet cleaning and have been advised that we should ask for a refund in lieu of the continuing embarrasment of a smelly carpet and the cost and inconvenience of running a blower for a considerable of hours in the first two weeks.
We would not be able to recommend you in view of our experience but hope you will at least give us a refund which you mentioned would be justifed if you could not cure the smell at the time."

I thought I would share this with you and it especially goes out to you guys who are newer to the game than me. It's not for anyone to try and slate me in any way or big yourself up.

Personally, I don't think for a second they've had an "Expert Carpet Cleaner" in, but that's my opinion.

I will be reluctantly giving them their £120 back which included a sofa clean which came up like a new pin and they were absolutely delighted with that :...

[davep]

That stinks 

[derek west]

quote
He said that the fact that that the carpet had been previously cleaned with a DIY system would make no difference apart from the foam which , as you did, could be controlled with an anti foaming agent.

diy systems over wet. fact.

if it smelted, smelled, or smelt before you started the job then thats what caused it, there reluctance to advise you they used one means there at fault, not you.

give them there money back and good ridance. if only to release the stress. unlucky col. learn from it and move on.

derek

[richy27]

just put it down to experience col and move on

[Doug Holloway]

Hi Colin

I would refund the cost of the carpet clean and not the sofa, then draw a line under it and move on.

Cheers

Doug

[daysdeepclean]

Thats's the thing though Doug, I charged them £90 for the sofa, £30 for HSL and offered to clean the living room for "FREE". (Never again)

[The Great One]

Hi

Ask who this expert is as you need to speak and verfy with him what happened.

I've had similar over a clean + carpets.

She was told I would be dry cleaning not HWE them and her 'Inventory Clerk' popinted out some things, i don't not know who this is or if they belong to the IAIC or if it's some friend of hers (pointing out a black mark when you close the PVC windows already tells me he doesn't know what he's talking about) she even turned down my offer to rectify any issues, but hasn't stopped her giving me a low Check a trade score and comments.

I will learn from the experience and have already changed my rules and now take money upfront.

Regards

Martin

[clinton]

Colin

I would also just refund the money and just put it down to a one off mate.

Like how you told us the outcome over this and its a warning that sometimes even though you do your best these things happen

[Steve Barnett (Carpet Care Plus)]

Colin

It's big of you to post that letter - I agree with the other guys, give her the money back and move on. I don't think you were ever going to satisfy them.


Steve

[vacman]

Thats's the thing though Doug, I charged them £90 for the sofa, £30 for HSL and offered to clean the living room for "FREE". (Never again)

Well you could do a lot worse than seek the advice from Trading Standards...how much exactly can you refund on a 'free' price?

Also, if your insurance company were to get involved, would they not want to see a copy of the alleged report?

[daysdeepclean]

Good point Vacman

[derek west]

thats a good point, tell them your going through your insurance and will need a copy of the letter and address of the "professional" who examined the carpet. call there bluff
derek

[Buster Ingram]

A lot of honest people here offering money back  Colin, but as you say it was cleaned free of charge so this can be a difficult one.

I would approach this by offering what you would have  charged had you of priced it with a 3pce suit clean,  which as we all know and do offer a reduction whilst we are already  there cleaning.

Then as Doug says you can draw a line under it and move on.

Can I ask what solution you used as a pre-spray and extraction chemical?

Only reading a few posts lately it appears that using m/s they continue to do their magic work when we have left.

I'm not saying they are useless as I have been using them form day one and to this day us them extensively.

Its just that I was reading  a post on an earlier thread regarding smelly black slyme someone had in their waste tank from leaving  residue from a previous clean in their tank for a couple of days and wondered could this be part of the problem?

[Mike Osbourne]

Even if you over wet it would you still have a smell 3 weeks on? There's something else going on there.

I would pay up because the grief is loosing you more money in stress and lack of focus. It would be nice to get to the bottom of it though just so you can look for the warning signs in the future.

[daysdeepclean]

I did indeed use a M/S Premium, aggitated with Sebo Duo and rinsed with hot water mixed with Prochem Odour Fresh at 200 psi.

[Buster Ingram]

Fare point Mike but on the other hand if Colin does offer them their money back it still leaves them with a smelly carpet and all the money in the world will not stop it smelling.
So these people have a problem that needs solving !!!!!!!

Colin how far from Hydramaster is your client.

Due to me blowing up the engine in my van down there on Monday I need to return and collect my kit from my de- funked van.

Can I offer my services and try and correct this issue you have with them on my return?

[Joe H]

Remember what you said in one of your emails to me?

"Surely though, if it was my method, the whole carpet would be bad?"

It is just the area near the suite which is the peculiar thing.

and I did say that this "expert" would probably side with your client so he gets the call next time.  

but as already said by others, give a refund and move on.

if you already offered a FULL refund then you obliged to give it.
if not.... then as you did the settee and h/s/l and they ok, then I would give 50%

***** just seen Daves post - generous offer.

[Buster Ingram]

Joe, if Colin has his wits about him he will only offer a full refund if all he has done has failed to rectify the problem. And then and only then should he be talking about refunding monies

[daysdeepclean]

That is very kind of you Dave and I'll offer them this option, don't be surprised if we get a resounding "No" I even offered to have the carpet lifted by a carpet fitter and fit new underlay while I cleaned the back and top of the carpet.... They told me they didn't even want me in their house!

But to be honest, I would rather put it to bed anyway, because they have had so many hours out of me and I'm spent.... Access is not easy either and in fact I slipped pushing my machine down their mossy footpath which leads directly down 6-7 fight of granite stairs.... My machine nearly went down them

We are no more than 15 miles from HM incidently.

Many thanks Dave!

Colin "Not So Happy" Day

[Goldfinch PCS]

Not to worry - Mr "Happy"

I can imagine how hard you worked and I guess you were doing your best to secure that customer. Deals are great to win work but think of the headache when things like this happens.

I wouldn't make it put you off offering a free clean. BUT, I hope pricing figures more the next time. £90 for a sofa? I know that is not the cheapest out there but been as they were getting an area cleaned for free I would have stood by my standard sofa price. I do deals on sofa's but I refuse to go lower  £25.00 per seat unless it's family and friends.

Next time you want a written report from the professional and his credentials.

In the mean time give them back their cash (not too sure about the electricity) and get back fishing, catching and cleaning. It will be all over in the morning.

Oh, one more think, Mr West had a point, they could have done it when they did their "domestic clean" and all you've done is a proper job that always shows up any underlining fault.  Another thing is, How did they domestic clean? Are you sure they aren't one of those customers who watch Youtube and go out and hire machines they haven't got a clue how to use and chemicals you would wash you worst enemy with?