customer complaint

[lust1kiddo]

I have a customer who just called and left a message that I somehow left a pink stain on their sage green couch. This is the first complaint I have had and dont know what it is and what to do. Help !!!

 

[Desk Jockey]

It sounds like indicator dye that is showing that it was spotted with something too with high a PH.

Test the PH of the stain, you may need to balance it with something on the acid side, like tannin stain remover. ???

The PH test well lead you which way to proceed.

 

[Bob Foster]

Spot clean, flush well and acid rinse.

 

[lust1kiddo]

I used formula 90 on the couch. What should I spot test it with ? Then I should just flush it with water?

 

[GeneMiller]

formula 90 is to high a ph in my opinion to clean a sofa. isn't it between 10-11 ph. I personally never go above 7 with my rinse for fabric even if it is a synthetic. I treat with fabric prespray, agiate with a horse hair brush and then rinse with a mild acid.

gene

 

[Lee Stockwell]

Use distilled water and then pH paper or meter first.

Is the green missing, or just "pinkened"?

 

[juniorc82]

are there other colors within the couch? sometimes on a woven sofa you can get colors that bleed through. also it sounds like a dumb question but were you wearing a red shirt while you were cleaning if so you may have had some crocking.

 

[lust1kiddo]

I wear a blue work shirt. I spoke with someone who helps me here and he said to look inside the fabric and see if while the pillows were being upholstered if there were markings that could have bled through while cleaning?? That sounds crazy. I think if I am correct that the pillows and stuff will have a pinkish tint to them when I get there Monday. I am just a little nervous because I am a rookie and have only been cleaning since the summer..and this is my first complaint. Half of the stuff I see here I literally don't know what it is. All I do is get jobs and use a portable with some powdered 90 and just go for it cowboy style i guess. I haven't had any complaints or anything..but this is probably a wake up call for me to maybe get certified and learn what I am doing. All I have is just a little bit of experience and just some stuff that works for me, so I kinda need like a step by step..sorry guys. The good thing I guess is I put on a hell of a show..

 

[Desk Jockey]

As you mentioned you can Cowboy your way through carpet cleaning and most mistakes will be unnoticed or correctable, but upholstery is a whole different animal.

I'd caution you from cleaning upholstery or at least until you get a little training and the right chems for fabrics.

This one may be correctable by balancing the pH, if so you're lucky. Not trying to be an ass, but being realistic. Upholstery can be unforgiving, a class will cost you a lot less than the re-upholstery of a divan.

Good luck!

 

[Ken Snow]

If you can get to a class that Jim Permberton teaches you will get a ton pf practical & hands on experience. Pemberton's may even have an on-line learning module available.

 

[SRI Cleaning]

And definitely start using a milder Uph prespray! Unless its trashed. I have used enzall boosted with Peroxide on a trashed sofa.

 

[Hoody]

If you can get to a class that Jim Permberton teaches you will get a ton pf practical & hands on experience. Pemberton's may even have an on-line learning module available.

Amen! Even though I've taken Doug Heiferman's class. I plan on traveling to PA, and taking Jim's class, sometime in the not so distant future.

 

[bob vawter]

[quote="Ken Snow":j4x9r8js]If you can get to a class that Jim Permberton teaches you will get a ton pf practical & hands on experience. Pemberton's may even have an on-line learning module available.

Amen! Even though I've taken Doug Heiferman's class. I plan on traveling to PA, and taking Jim's class, sometime in the not so distant future.[/quote:j4x9r8js]
Wanna ride Steven..... ???

 

[Hoody]

:shock:

 

[The Great Oz]

Jarred,
If the spot was caused by a pH shift it typically needs to be corrected immediately, so you may be out of luck. If your cleaning chemical was the cause though, you should have pink all over not just in one spot.

If it is from a marker (yes, this actually happens far too much) there isn't much you can do about it and it really isn't your fault. Hard to look behind the fabric anywhere but inside a cushion, and I'd recommend that looking in the cushion be made a part of your inspection process. Often if there's a colored marker or adhesive used in the frame it will also be used in the cushions.

You may have uncovered a spill that stained the upholstery and is only visible now that the piece is clean. You have to develop a keen eye for things like this, and even if you don't see them prior to cleaning if you talk to the customer as soon as one shows up you'll be OK.

 

[Steve Lawrence]

Hey Jarred,
Mishaps in furniture cleaning happen to the best pros. Yes, get some education but also have good insurance. Ours will cover us up to a $10,000 cleaning problem on the items we service. Until a year ago we only had $2,500 coverage. I feel a little more comfy now. You never know when the unexpected will happen no matter how careful you are.
Steve

 

[Padden McFadden]

Steve,
What insurance company do you have? My insurance agent told me that they do not cover anything I work on, only accidents like if I knock over a lamp or something. I would like to get better coverage.

 

[randy]

Chemspec Formula 90 is a fine carpet cleaning agent but a very bad choice for upholstery. In this situation you can probably rinse it with a low PH rinse like prochem all fiber rinse and be OK, however not all upholstery issues are fixable. I would strongly suggest you get to Jim Pembertons's upholstery class before cleaning anymore upholstery. Years ago I was in the warehouse of a large contract carpet cleaner (they provided service under the names of several large department stores ) and they had plenty of seating. Probably 25 sofas that they had to buy.

No more cowboy style, ok.
Promise ?

By the way the contract carpet cleaner filed chapter 7 a few years ago.

 

[jerry ACC]

Ask your agent about Care Custody Insurance.
That will cover whatever you are working on in the customers home.

 

[Steve Lawrence]

Andy,
It's Frankenmuth insurance. We have 2 million coverage for the premises we're working at and added 10,000 coverage for stuff we're working on. Sorry, I don't know the proper insurance terms to make it clearer. (The terms "liability" and "care and custody" come to mind but I'm not sure which is which.) :?:
Steve

 

[juniorc82]

ya I cleaned a sofa with grease eraser once ( in bill yeadons upholstery class) the colors started running like carl louis

 

[GeneMiller]

My agent told me care and custody also know as craftsmen insurance was no longer available, i have asked him many times over the years with the same answer. i guess i should ask again.

gene

 

[Out of Character - 0]

Gene, sometimes you just have to ask another agent

 

[lust1kiddo]

Ok i set up a time to go look at it on thursday, i will keep you guys posted.