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Hey everybody – we had a commercial job this past weekend and I’m having a little issue with the customer. It was roughly 5000 sq ft of commercial carpet installed about a year ago in a mixed use building (warehouse with office area). The carpet was very soiled for only being a year old, but we got it to clean up pretty well.
We noticed a large bleached out area near their break room when we started. I figured it was no big deal, they must know about it. Turns out they were aware of that area, but now there are about 4 more areas that looked bleached. The admin that hired us sent me pics this morning, then the GM of the company sent me an angry email accusing us of causing the issue.
I did the usual explanation of our process, told him I don’t see any way our solutions could cause this, and suggested that maybe the other bleached areas were just too soiled to be noticeable until after our cleaning. Offered to come back today and take a look, but haven’t heard back yet.
Any ideas on what could have happened? They seem convinced that our products (I used FAE and 101 mixed with a bit of orange deo) caused this or reacted with the carpet or salt from the winter. In 2 years of business I’ve never had this issue. And I’m especially perturbed by the fact that they knew there was a large bleached spot before we did the cleaning, but still want to blame us for it along with the other spots.
Pictures #2 and #3 are the original spot that was there before our cleaning.
This is a tough one!
Report back once you have had a follow up look
I checked back with the client on Monday after I got the nastygram from their GM. Here’s what I found:
The big bleached area in the hall near the breakroom/bathrooms is probably a spill from their evening cleaning crew. It was there before we cleaned. The client just said it’s more noticeable after we did the carpets (probably because we removed the soil that was built up over the stain).
The other 4 areas they showed me were directly underneath those plastic rolling chair mats. Right in the middle. Right where the chairs roll around. I noticed those when we did the cleaning, but I didn’t think anything of it because I assumed it was just wear/tear from people rolling around on those spots all day.
Overall, I didn’t see any way we could have caused any of the stains. They might be more noticeable now that we removed a bunch of soil from the carpets.
The GM is going to the carpet installer next to find out why the areas under the mats are turning lighter over time. I haven’t been paid for our services yet, but I’m sure they will get around to it.
Wow!
In my years I’ve learned that baby formula as well as other “harmless” products can leave bleach spots in carpets.
Another note; I had been accused if doing something I know I didn’t do. When push came to shove they “wanted” me to replace the carpet and they didn’t want to pay for the job. I’ve told my kids they could want what they want but that didn’t mean that’s what they’re going to get. Somehow my kids still love me…
So, in our last meeting about the job, he still refused to pay for the work, so I had nothing to loose as far as I was concerned. So, I said “You will never prove I did anything wrong, because of my experience, I know I did not do what you have accused me of doing. Perhaps some day you will be accused of something you didn’t do and will know what you are trying to put me though. I have enjoyed a 99.3% Customer Satisfaction Rate. Never the less, because of your reaction, it is our policy, I can never do work for you again.” I walked out and that was done. I found out about nine months later he left the area. I never got paid, nor did I ever get accused further either.
So what wa the inal out come of this?
Unfortunately nothing. I got a check in the mail 2 weeks later, never heard from the client again, and moved on with my life. I didn’t want to press the issue and end up paying for carpet we didn’t ruin.
Often times those plastic chair mats will sweat and will leave stains
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