This was an issue we uncovered...
A large off white cotton sectional in an exclusive gated sub. The customer was an elderly woman who called us out to remove "spots" on the sectional. It turns out the spots were water stains where her cleaning people had spot cleaned the upholstery. There were several baseball sized stains and through out the upholstery. The crew realized that nothing really could be done so they just went through the motions to appease the customer as she wanted us to try "something". The crew applied a dry cleaning solvent and light vacuum and the fabric disintegrated. Of course, now it's OUR fault...
I went out to examine the upholstery and asked what was used to create the initial stain. The customer didn't know, she said it was something her cleaning people used to remove shoe marks and other stains. I could detect the smell of chlorine on some of the spots we had not touched and came to the realization that her cleaning people had used a chlorine bleach solution on the not so "white" sectional. The bleach rotted the fabric and of course she wanted to blame us and have us recover her entire sectional.
I explained all this in detail to her and told her she could also get other company's opinions if she didn't believe me. She finally accepted that it was not our fault and I suggested she turn it in as an insurance claim. A million dollar home and she said she didn't have enough money to pay her deductible. She wanted to see if we could patch in an arm cover to hide the hole.
I sent out one of our rug restoration specialists and he patched in the arm cover. According to him, it looked "okay" and she was happy.