HELP!!!! can this situation be undone

Honestly, I dont think cleaning with the hot water at 350 would have left "reddish" stains. Not sure how they got there but if it is a white rug you can try multiple cleanings with slightly cooler water using acetic acid as a prespray. You could also try a peroxide powder mix allowing it to dwell around 15 mins each time. Remember to groom after if it is a pile.

One more option is multiple cleanings with Encap and a bonnet machine cleaning.

Enzymatic cleaner on wool was a really bad idea. Enzymatic cleaners will damage wool to begin with.

Can you get some pics up?

Ohmigoodness. I'm gonna leave this one alone, and let Scott W. or someone of that stature weigh in. I don't have the slightest, Aloha, and I don't want to steer you wrong.

IM sorry to say but if that is wool and encap and a bonnet pad makes no difference, you are going to have to make a settlement with your customer. We have all been there. We feel for you man, but take it as learning experience.
Maybe if you are lucky the customer will take cleaning credit as a settlement and you make the faulty technician do the work.

just buy her a new one, it looks like a $50 dollar rug anyway.

If its over a few hundred, call your business liability insurance company and get them to cut a check.

I

This is one of my nightmares. Sorry for your troubles. Johnny

Hot water didn't do it. That is a chemical reaction. Need to know exactly what prespray was used on it, and find out what the customer or the customer's cleaning person is using on it. When you ask make sure they know you aren't accusing but that you are gathering info. When they say no one has used chemicals on it let them know you know they are lying

Personally I think there is no hope but it would help if we can find out what chemicals have been used on it.

PS--Also agree it doesn't look expensive. I'd buy her a new one and then play it around with it and see if you can correct it. Still would like to know what chems have contacted it.

This is why I dont do area rugs unless I can read the lable. And then if it is wool I tell them no.

But I would take it in to a rug shop.

And if your "employee" isn't finding out what he is cleaning before he cleans it, then you are lucky this is the 1st time you have had a problem.

Pick up the rug and take it to your shop or home where u can clean it again. Clean small area with just water cold 1st and see if problem area disappear when wet. If so dry quickly. If not then clean with wool pre spray, also a small area and see results.
What I am trying to say is at your shop you can experiement since worst case you still will have to buy a new rug. On best case you can reverse damage. But you don't want to have customer see you try different methods.

opps tron is right, I thought it was a throw rug

I usually start with the basics, water only rinse.