The customer stated that her real estate agent had carried out the final inspection and she was advised that the job was unsatisfactory because the carpet still looked dirty and the room stunk of dog urine.
The customer was not prepared to allow the offending company to rectify the problem as she determined that once bitten, twice shy.
Our business was requested to rectify the problem.
On opening the door to the room, it was evident that the smell was extremely offensive and the carpet did not appear clean.
Using a probe, the offending urine in the carpet was located.
It was suggested that deep cleaning was required to clean the carpet and the urine and dog odour would require specialised chemicals to neutralise, sanitise and deodorise the carpet.
During the cleaning, it became immediately evident the difference between what we had cleaned and the supposedly already cleaned carpet.
The water sucked from the carpet also highlighted the amount of dirt and other nasties present in the carpet.
The customer was disgusted with what she was seeing having realised that she had paid to get her carpets cleaned and this was obviously not the case.
The customer was intent on chasing the company to get a full refund and to impress on them her disappointment at such a poor job.
The carpet was dry cleaned and this highlights the lack of dirt removing capability of this process.
Dry cleaning is essentially a surface clean and any deep down contamination or odour issues require more thorough steam cleaning to effect a satisfactory result.
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