NEW Online Appointment Scheduling!
FREQUENTLY ASKED QUESTIONS ABOUT
CARPET & UPHOLSTERY CLEANING.....
How far in advance should I call to schedule an appointment?
Spaces fill up quickly. We recommend calling our office or making an online appointment at least one week before your preferred date when scheduling an appointment, when possible.
What preparations should I make before my appointment?
- Please thoroughly pre-vacuum the areas of carpet you need cleaned. Removing as much debris and dirt from the carpet fiber prior to a cleaning will help ensure us to focus on the deep down soiled-in dirt. Our system picks up little stuff, but larger pieces get caught in our filters. If you've vacuumed within the last 2 days, you are good to go. *We will be happy to vacuum for you for a fee of $35.
- Remove small things from the floor such as floor lamps, waste baskets, toys and clothing or shoes. We can move light furniture such as sofas, coffee tables, and chairs in larger rooms such as the living room, dining room, and family room. We do not typically move stereo equipment, big screen TVs, china hutches, pianos, and such larger, or more sensitive objects. In bedrooms, we typically do not move furniture at all.
- Remove fragile and valuable items. Porcelain knick-knacks, fine china, collectibles and any other potentially fragile or breakable items should be removed and placed in a safe area.
- We will need to park our vehicle as close as possible to an entry door in order to run hoses into the house for cleaning. Should you or a family member need to use your vehicle(s) during the appointment, It is helpful for you to move any vehicles out of your garage or from the driveway before we get there so we do not block you in.
Do I have to be home while my carpet is being cleaned?
For us to provide the best possible service, we recommend that someone be home before we begin cleaning to discuss any specific areas of concern and collect payment for our services. However, you do not need to be present while we clean. Because we are thoroughly trained & insured professionals whom you can trust, many of our customers feel perfectly comfortable leaving to go to work or run errands.
A customer can meet the cleaning technician when they arrive, but can also arrange to leave a key in a designated spot or have a neighbor, friend or relative give entry to the cleaners. Please be sure to leave payment (check, cash or credit card) for our services before leaving or we can discuss payment or invoicing measures when appointment is made.
How long will it take to clean my carpets?
Whole houses (under 2,000 sq. ft.) take about 2 ½ -3 hours. Two or three rooms (without stairs) take 1 ½ to 2 hours. We do our best to factor in travel time and unforeseen complications with earlier appointments.
What if I want to cancel or reschedule our appointment?
Understanding that emergencies happen, we ask that you give us as much notice as possible. We occasionally have calls coming in where they want us to clean same day. So, if you need to reschedule, no problem. Just call the office during business hours or, at any time, you can leave a message on our voicemail or send us an email and we'll contact you to discuss the new day or time of your appointment.
If it is more than 24 hours before your appointment, you also have the power to change the day or cancel the appointment YOURSELF with our website's new ONLINE SCHEDULING. The link to this is included in your confirmation email.
If it is less than 24 hours before the appointment time, you will need to call the office for changes. **A cancellation fee of $60 will be charged if we arrive and no one answers the door and we are not contacted at all before the appointment regarding rescheduling or cancellation.
Are your cleaning products safe?
You, your child, or your pet can lay on the carpet however we recommend you avoid contact with the damp carpeting until it is completely dry to prevent re-soiling.
What if we have allergies or sensitivities?
While it is rare, some customers are sensitive to the cleaners we use and experience allergy-like symptoms such as sneezing and runny nose while the carpeting is damp. If you have experienced these types of symptoms in the past, we recommend you avoid the area cleaned for at least 24 hours. It is beyond our expertise to know if an individual will experience these issues.
Will All the Carpet Stains Come Out?
Our technician will treat all stubborn stains and tough spots with special solutions prior to cleaning to eliminate as many stains and spots as possible. A company usually cannot guarantee that all stains and spots can be removed, but they will use professional formulas and apply experience to get out what general cleaning cannot. If stains or spots are determined to be permanent, the cleaning technician will let you know about other possible options with you before completing the job.
Can you get the pet odor out of my carpet?
Pet odor is a very common problem, but the problem that comes with it is that it can be much deeper than it first appears. Pet urine can easily soak through the backing of the carpet into the padding underneath. In more severe cases the urine can penetrate into the sub-floor beneath the padding. This creates a problem that is multi-layered.
The urine also provides for the growth of bacteria. This, in turn, contributes to a worsening of the odor problem and can contribute to permanent color loss of the carpet fiber.
To eliminate this problem the urine must be removed or neutralized from each of the layers effected. If the contamination is limited to only the face yarn of the carpet, then the cleaning itself may effectively remove the odor. In more severe cases a urine neutralizer may be applied.
In the most severe cases, replacement of the carpet padding, treatment of the under-side of the carpet and the sub-floor may be required. Even replacement of the carpet, however, cannot guarantee complete removal of the odor.
Left untreated over a period of time pet odor can become absorbed into many of the porous materials in your home. Draperies, dry wall, upholstered furniture, base-boards, even the concrete foundation are just a few of the materials that can absorb these odors.
We offer a range of solutions to help you with your pet odor problems. In the long run, however, it may be more a matter of proper maintenance instead of total elimination. After all, we love our pets and want to keep them a part of our family. Pet ownership adds to the challenge of maintaining a clean and healthy home.
Do you move furniture you are cleaning around?
We move light furniture such as sofas, coffee tables, and chairs in larger rooms such as the living room, dining room, and family room. We do not typically move stereo equipment, big screen TVs, china hutches, pianos, and such larger, or more sensitive objects. In bedrooms, we typically do not move furniture at all.
Do you offer carpet and upholstery stain protection?
Yes. We have available Dupont Teflon™, which is a carpet/fabric protector designed to keep your carpet or upholstery clean longer. This adds life and protects from wear. This service is an additional charge (dining room chair prices include stain protection). We can provide you a quote during your appointment.
Does your cleaning process soak the backing of the carpet?
No, although our process rinses the carpet deep down, moisture does not penetrate the backing of the carpet. With our powerful truck-mounted equipment, your carpet is thoroughly rinsed, but left only damp to the touch.
Can I have both my area rugs and the carpet that it sits on cleaned at the same time?
Yes. However, the area rug cannot dry over the wet carpet. After cleaning the area rug must be taken to another area that is dry and clean.
There are black lines around the edges of my carpet. Are they permanent?
Those are called soil "filtration lines," which are created by soot from your furnace, and in some cases, candles. Nearly every home has them to some degree. It's possible to remove them, but it's very time consuming. It requires taping the molding with painter's tape, treating the edges with a cleaning solution, working it in, steaming out with a crevice tool attached to our equipment, and repeating the process as many as 6 or 7 times. A single home can easily take 8 hours just working on filtration. This is available at an additional charge and requires a separate appointment.
How long will it take for my carpets to dry?
Typically, it takes 2 to 8 hours. Airflow is what dries carpets. If it's cold outside, turn the furnace on and fans if you have them. If it's hot outside, open windows and let the air blow through. Avoid turning on fireplaces since fireplaces tend to create humidity.
Can I walk on the carpet right after the cleaning has been done?
Yes. However, we recommend you avoid high traffic until the carpet is completely dry. A lot of traffic may prolong dry time. Use caution as wet feet may cause slipping and falling.
What should I do if the stains that were cleaned reappear?
Although most stains that are removed from carpets do not reappear, from time to time we run into situations where spots have reappeared after the cleaning.
There are 2 reasons why this could happen:
- Something in the pad or the floorboard (usually pet urine) has worked its way back up into the carpet. This is more common than you might think. The pad works like a huge sponge absorbing anything that penetrates it. There is a property of physics that allows the salts in urine to seek airflow, which means the urine finds its way back into the carpet even when the substance is seemingly dry.
- The second reason spots reappear has to do with PH levels. Sometimes the PH balance gets shifted to one side or the other of the pH scale. This could be because spot cleaning efforts previously upset the pH balance before we arrived, or rarely, our agent reacted with some invisible thing already there. If your situation is a PH issue, we are happy to make a no-charge visit to correct the problem, which usually involves spraying a neutralizer on the spot and brushing with a carpet rake.
How often should I clean my upholstery?
Every 12-24 months according to the recommendations by the manufacturers, however, if it's a high traffic piece we recommend every 9-12 months.
How long does furniture take to dry?
Typical dry time is 6-12 hours. Do not move furniture or remove any of the pads or blocks under your furniture, until the carpet is completely dry. This will prevent rust spots or stains caused by furniture legs to form on your carpet.
What about the manufacturer’s protective coating?
Along with daily living and dry soils that can help deteriorate that original protective coating, our cleaning process can also remove some of that. We offer (for an additional charge) to reapply a coating for you.
Are you insured?Yes
How do you guarantee customer satisfaction?
We don't get call backs too often, but we are happy to come back out and address any situation that might arise. Please call us within a week of the original appointment.
What forms of payment do you accept?
We accept cash, checks, and all major credit or debit cards.
Do you bill or invoice customers?
We require payment at the time of service for all residential customers. We do allow billing for commercial cleanings with companies that have an account set up with us. All invoices must be paid within 30 days of the date of service. A service charge of 1.5% shall be assessed on all accounts that become past-due. No services shall be rendered for any customer with a past-due account. Returned checks will incur a $25 returned check fee plus any bank fees incurred by our financial institution. Customer agrees to pay all reasonable collection costs and attorney fees should further action be required to receive payment.