The customer probably didn't want this rug back..

[WillS]

We picked up a 100% 10x12 Wool Area Rug 2 weeks ago from a new customer. This thing was bad. Mold and urine, backside was pretty filthy. The surface fibers were still white in tact and was easy to clean. The backside of the rug where the we always extract out the urine from first before deep cleaning it, we pulled out a full gallon of urine from just half the rug.

Rug is clean back in shape, besides for its tears on the back that were there when picked up. We don't do any repairs on rugs just deep cleaning.

Now the issue.. Have called this customer 3 times to setup a drop off date and have not heard back. We don't have their forwarding address as they were in the process of moving and would normally get it when scheduling the drop off.

What is your policy on keeping these rugs? Do you keep them for 30 days wait the for the customer to call or not, than what? I don't want to be responsible in 3 months with her calling asking where the rug is, when we've already been making repeated attempts to contact. How long do you store it for? Months, Year? This is our first issue with no contact with the customer for drop off.

 

[Papa John]

Time to start your collection of rugs for your home. Here is another example of where collecting a Deposit would be helpful.. I'd give them a few weeks before you give up on them. I have one such rug under my bed-- been enjoying it for years; others are in the living room and kids room-- even gave one to my sister.
We can always re clean it if they asked-- but I think the law would say that after 2-3 months they abandon the rug and ITS yours.

 

[Brian H]

In Michigan, any rugs left for processing can be disposed of after 180 days after completion. The reality for us is that we keep them for one year. We have an entire procedure that we go through before we actual do dispose of them ( or sell them) to make sure the customer is fully aware we will be getting rid of their rugs. This process includes a certified letter to the customer indicating what we will do if no action happens on their part.

Better check with your state laws before just getting rid of that rug. You may find yourself having to replace that old nasty rug with a brand new.

Have you tried sending your customer a letter? They may have moved but most people have their mail forwarded.

 

[The Great Oz]

Our procedure is similar to Brian's, but we won't keep trying to locate a customer for a year unless the rug has obvious value. A customer leaving behind a rug that has value is rare, mostly we see falling apart tufted rugs that the customer was warned would not turn out well. Somewhere between the time they said, "Just do your best" and the time they got home they decided to replace the rug and don't bother telling us.

I document the post-cleaning condition, attach a photo, and dispose.

 

[Desk Jockey]

Slap a little latex on the back and she will look great in your home.

We also have dozen of rugs left behind and like Bryan mentioned all have a reason to be left. They pickup the good ones!

 

[WillS]

Yea, this is one rug I wouldn't be putting in my house. I have nightmares about the smell of the urine coming out of this rug.

I will leave it in my garage though so when oil drips from the truck or something it won't stain the concrete. hehe... that's only after I verify this customer doesn't want this rug or find out the law in Nevada for holding items. I know the casinos only have to hold items for 30 days before releasing them. I'm not sure about business regulations. Research time.

 

[Vivers]

Maybe something came up such as an emergency or family issue and I would imagine you'll hear back from them eventually.

 

[Brian H]

Our procedure is similar to Brian's, but we won't keep trying to locate a customer for a year unless the rug has obvious value. A customer leaving behind a rug that has value is rare, mostly we see falling apart tufted rugs that the customer was warned would not turn out well. Somewhere between the time they said, "Just do your best" and the time they got home they decided to replace the rug and don't bother telling us.

I document the post-cleaning condition, attach a photo, and dispose.

I do like the idea to take pictures of the post cleaning results before disposing. You would be surprised though on what we get for disposed rugs. We sell them in our lobby at our main location. People come in all the time looking for those rugs. Also, our Rug Care Coordinator will steer people to them when they bring a rug in that is beyond cleaning.

 

[mirf]

Got to love eight mile location