Oh Boy!

[Walrus Gumboot]

Call today: Lady says the No-Rez guys cleaned her carpet 9-20 but left a residue. She's had them back 3 times since then and still a residue.
They refunded her money and now she's called us! Crap!
Says her grandkid can't play on the floor because he's sticking to it.
Damn, it's booked for Saturday.
Question: How many times will we clean this lady's carpet before we refund her money?
I say, two..
WTH?

 

[Cleanworks]

Call today: Lady says the No-Rez guys cleaned her carpet 9-20 but left a residue. She's had them back 3 times since then and still a residue.
They refunded her money and now she's called us! Crap!
Says her grandkid can't play on the floor because he's sticking to it.
Damn, it's booked for Saturday.
Question: How many times will we clean this lady's carpet before we refund her money?
I say, two..
WTH?

Carpets must be fairly clean by now. Tell her you will rinse with water only but can't guarantee complete residue removal .

 

[Walrus Gumboot]

Carpets must be fairly clean by now. Tell her you will rinse with water only but can't guarantee complete residue removal .

She says the carpet is clean, but has a residue feel to it.
(Heavy sigh...) after 3 return trips.

My thoughts? Fresh water (only) rinse, get paid, and block her number.
Expect a bad review.
Some people...

 

[Nomad74]

You’ll be fine. Just go through all the steps and acid rinse.

 

[Desk Jockey]

In those situations I'd have in writing that you are there to attempt correction but the issue was not created by your cleaning and as Ron mentioned can't guarantee removal.

Then I'd specify the cost of return visits giving her some kind of break on them. I would not go back for free.

 

[Walrus Gumboot]

In those situations I'd have in writing that you are there to attempt correction but the issue was not created by your cleaning and as Ron mentioned can't guarantee removal.

Then I'd specify the cost of return visits giving her some kind of break on them. I would not go back for free.

Good stuff, RC.
I mean, JT.

 

[hogjowl]

You seriously needed Chavez’s help with that?

 

[Walrus Gumboot]

You seriously needed Chavez’s help with that?

No, but...
he is thorough.

 

[BIG WOOD]

I would spray the carpet with acid rinse first to dwell. Then just fresh water rinse. But I'm sure you knew that.

It can't be any worse than a rugdr screw up

 

[Jim Pemberton]

Call today: Lady says the No-Rez guys cleaned her carpet 9-20 but left a residue. She's had them back 3 times since then and still a residue.
They refunded her money and now she's called us! Crap!
Says her grandkid can't play on the floor because he's sticking to it.
Damn, it's booked for Saturday.
Question: How many times will we clean this lady's carpet before we refund her money?
I say, two..
WTH?

Taking on other people's problems is sometimes rewarding and gains you a customer for life.

More often, though, you become caught in an never ending cycle of obligation that should be the first cleaner's problem.

Its easy to think that Zero Rez left a "rez", but consider that the customer might have some heightened awareness syndrome going on too. The chance of her having a sticky residue from Zero Rez that they couldn't remove with subsequent visits and rinses by them is remote.

The chance that she's nuts is far more likely.

I'm not sure I'd do it, but if I did, I'd follow Richard's advice.

 

[BIG WOOD]

The only way to find out is to look at it up close. If it feels like normal carpet, then she's crazy, and turn the job down telling her there's nothing you can do to improve it.

If she's correct in her description, clean it and collect a check

 

[Lee Stockwell]

If she LIKES YOU then she will probably like the results.

 

[Jim Pemberton]

If she LIKES YOU then she will probably like the results.

x2

 

[Dolly Llama]

heightened awareness syndrome going on ...

lovin' that

The chance that she's nuts is far more likely.

and that's the south west PA version I can relate to

..L.T.A.

 

[Walrus Gumboot]

Update: The Lady is not crazy!
The carpet felt sticky and smelled like mildew. She said the last time the No Rez folks cleaned the carpet it took two days to dry.
Remember, they had been out 4 times and then refunded her money.

She provided my son, Matt, with the MSDS from No Rez (yes, she had them!) and he determined the sticky residue was from the deodorizer they used-DD-12. I won't mention the manufacturer.
We cleaned as per normal and she is thrilled! Said it was completely dry after 5 hours.
No residue - No smell.

 

[Cleanworks]

Update: The Lady is not crazy!
The carpet felt sticky and smelled like mildew. She said the last time the No Rez folks cleaned the carpet it took two days to dry.
Remember, they had been out 4 times and then refunded her money.

She provided my son, Matt, with the MSDS from No Rez (yes, she had them!) and he determined the sticky residue was from the deodorizer they used-DD-12. I won't mention the manufacturer.
We cleaned as per normal and she is thrilled! Said it was completely dry after 5 hours.
No residue - No smell.

Touch base again in a few days or a week in case she gives you a call back. I wonder about some of these ladies sometimes. I had one the other day who is into some multilevel marketing company, similar to Amway, who carries some cleaning products. She had applied something to all of her spots as well as the main traffic area. The minute my wand hit it, it turned white with foam. I had to use powdered defoamer as well as squirting solvent through my vac hose to get rid of it. Then, she was trying to sell me some.

 

[Desk Jockey]

Touch base again in a few days or a week in case she gives you a call back. I wonder about some of these ladies sometimes. I had one the other day who is into some multilevel marketing company, similar to Amway, who carries some cleaning products. She had applied something to all of her spots as well as the main traffic area. The minute my wand hit it, it turned white with foam. I had to use powdered defoamer as well as squirting solvent through my vac hose to get rid of it. Then, she was trying to sell me some.

Like Ron mentioned check in with her, shows you care more than just a pay check. Your cleaning and concern has just won you a new client. If still satisfied then ask for a Google, Facebook review.

 

[Kenny Hayes]

Touch base again in a few days or a week in case she gives you a call back. I wonder about some of these ladies sometimes. I had one the other day who is into some multilevel marketing company, similar to Amway, who carries some cleaning products. She had applied something to all of her spots as well as the main traffic area. The minute my wand hit it, it turned white with foam. I had to use powdered defoamer as well as squirting solvent through my vac hose to get rid of it. Then, she was trying to sell me some.

Of course she did.

 

[Brian H]

We have been out on similar type calls in the past and it's been my experience that just rinsing the carpet won't correct the situation. In those instances, they really required a thorough cleaning to remove the residue.

 

[hogjowl]

That’s reality Brian, but there’s always a new crop of ICS posters waiting to post.

 

[Mikey P]

Update: The Lady is not crazy!
The carpet felt sticky and smelled like mildew. She said the last time the No Rez folks cleaned the carpet it took two days to dry.
Remember, they had been out 4 times and then refunded her money.

She provided my son, Matt, with the MSDS from No Rez (yes, she had them!) and he determined the sticky residue was from the deodorizer they used-DD-12. I won't mention the manufacturer.
We cleaned as per normal and she is thrilled! Said it was completely dry after 5 hours.
No residue - No smell.

Yeah boy, that quat can leave a shitstorm behind

 

[Mikey P]

If zero res ever goes out of business I'll share with the public my midnight tour at Sager and I did with the Minnesota operation, You wouldn't believe the shit that goes on behind closed doors over there