Advice needed: Carpet Manufacturer wants me to 'rinse' out yellow stains on wall to wall wool before they replace

TillertheJohn

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Hey guys, thank you in advance. This is a new one for me.

Apparently, the carpet manufacturer is looking for someone (me) to try and 'rinse' these yellow spots from the wall-wall wool carpet before they have to replace it. The yellow spots appeared after the carpet was cleaned by another company in January.

I am going to see the job Wednesday.

Funny thing is customer has stated to the manufacturer they have no pets or anything.

Previous cleaner did not indicate they did any spotting any where or anything.

Carpet was installed in 2018.

My gut says this cant be rinsed...but if they want to pay me for trying, maybe Ill go.

Any thoughts?

pics attached...

P.S. I have been told the carpet is: Approx. 54 yds ---hand-woven, random tip-sheared wool carpet (60% wool, 20% nylon and 20% viscose)
 

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Dan The Carpet Man

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Years ago I had a similar situation with yellowing stains on wool wall to wall carpet appearing after I cleaned it. Customer called me back, I treated it with ONLY brownout or yellow out I can’t remember but it’s by prochem. I rinse with fresh water only and just sprayed the chemical with a spray bottle and left. I know it worked because the cleaning lady called me to clean her house a few weeks after and she told the stains were gone. I since learned to use some kind of fine fabric rinse or spray brown out after cleaning wool carpet, no matter how carefully one is with not over wetting the carpet yellow stains will spear if one doesn’t use the proper chemicals, in this case is fine fabric rinse.
 

John Rockwood

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Years ago I had a similar situation with yellowing stains on wool wall to wall carpet appearing after I cleaned it. Customer called me back, I treated it with ONLY brownout or yellow out I can’t remember but it’s by prochem. I rinse with fresh water only and just sprayed the chemical with a spray bottle and left. I know it worked because the cleaning lady called me to clean her house a few weeks after and she told the stains were gone. I since learned to use some kind of fine fabric rinse or spray brown out after cleaning wool carpet, no matter how carefully one is with not over wetting the carpet yellow stains will spear if one doesn’t use the proper chemicals, in this case is fine fabric rinse.
Using fans and keeping the pH as low as possible will help prevent any issues.
 
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John Rockwood

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Hey guys, thank you in advance. This is a new one for me.

Apparently, the carpet manufacturer is looking for someone (me) to try and 'rinse' these yellow spots from the wall-wall wool carpet before they have to replace it. The yellow spots appeared after the carpet was cleaned by another company in January.

I am going to see the job Wednesday.

Funny thing is customer has stated to the manufacturer they have no pets or anything.

Previous cleaner did not indicate they did any spotting any where or anything.

Carpet was installed in 2018.

My gut says this cant be rinsed...but if they want to pay me for trying, maybe Ill go.

Any thoughts?

pics attached...

P.S. I have been told the carpet is: Approx. 54 yds ---hand-woven, random tip-sheared wool carpet (60% wool, 20% nylon and 20% viscose)
If their going to waive all responsibility from you I would try Prochem Coffee & Tannin Spotter in the quart. Mist over one of the stains and you should see a difference in about 10 minutes. If you get a positive result then apply to all stains (mist only).
If you smell urine then I would try Prochem Urine Rescue and use the same procedure. If you need some type of extraction then you could try a bonnet with Encapuclean Green DS (it's safe for wool).
I think you should educate the rep on what issues you could have if you try to rinse and extract for urine. Sometimes less is more.

I've only used Prochem products so I don't know much about the others out there.
Good luck.
 

MikeHawley14

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If their going to waive all responsibility from you I would try Prochem Coffee & Tannin Spotter in the quart. Mist over one of the stains and you should see a difference in about 10 minutes. If you get a positive result then apply to all stains (mist only).
If you smell urine then I would try Prochem Urine Rescue and use the same procedure. If you need some type of extraction then you could try a bonnet with Encapuclean Green DS (it's safe for wool).
I think you should educate the rep on what issues you could have if you try to rinse and extract for urine. Sometimes less is more.

I've only used Prochem products so I don't know much about the others out there.
Good luck.
 

keep it clean

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Not sure why it would be the manufacturers liability
Stain warranty probably. They often have the customer contract a cleaning attempt before giving them a new carpet. Odd though they are even talking about backing it up after a cleaner was already there. Unless if just rinsing alone gives a noticeable change. So they can wipe their hands of it and tell the homeowner your problem. But even then a inspector would do that for them.
 

MikeHawley14

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Stain warranty probably. They often have the customer contract a cleaning attempt before giving them a new carpet. Odd though they are even talking about backing it up after a cleaner was already there. Unless if just rinsing alone gives a noticeable change. So they can wipe their hands of it and tell the homeowner your problem. But even then a inspector would do that for them.
I wouldn’t even touch stained 20 percent viscose. I would recommend them to uninstall take to local reputable rug plant and have them take it from there. I don’t think you can reduce all of that in one cleaning.
 

keep it clean

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I wouldn’t even touch stained 20 percent viscose. I would recommend them to uninstall take to local reputable rug plant and have them take it from there. I don’t think you can reduce all of that in one cleaning.
Not the cleaners problem in this situation. From what i gather in his post. They just want him to try and rinse it. Easy job. Do as the mill asked and dry as fast as possible. Collect check. If stain remains they will decide if they will replace it or shoot customer down. But i would want to speak directly to the rep and not take the homeowners word for it.

Lol btw if you uninstall wall to wall and clean it. Good chance it will shrink and will not be able to reinstall. Especially if the previous installers stretched it to begin with. Plus it is woven.
 
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Dan The Carpet Man

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Stain warranty probably. They often have the customer contract a cleaning attempt before giving them a new carpet. Odd though they are even talking about backing it up after a cleaner was already there. Unless if just rinsing alone gives a noticeable change. So they can wipe their hands of it and tell the homeowner your problem. But even then a inspector would do that for them.
That’s what I am saying. Im not sure why the manufacturer’s liability if the stains were a result after the cleaning service. Manufacturers are just like any other company that will try to deny liability at any opportunity, and they have plenty here. They could also inspect and see if carpet was installed over old urinated or dirty padding. But I doubt it, doesn’t make any sense to install expensive carpet over old dirty pad. If the information is correct that the stains appeared after the cleaning, then it’s got to do with over wetting carpet or didn’t extract properly the wrong chemicals they used for the cleaning and didn’t treat it properly like John said
 

MikeHawley14

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Not the cleaners problem in this situation. From what i gather in his post. They just want him to try and rinse it. Easy job. Do as the mill asked and dry as fast as possible. Collect check. If stain remains they will decide if they will replace it or shoot customer down. But i would want to speak directly to the rep and not take the homeowners word for it.

Lol btw if you uninstall wall to wall and clean it. Good chance it will shrink and will not be able to reinstall. Especially if the previous installers stretched it to begin with. Plus it is woven.
 

Centurion

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If it were me I would do as they manufacturer requested.
There are multiple reasons why these spots appeared: Tannins? Was the old pad replaced in 2018?
What is the subfloor like?
I would probably error on the water that was used to clean the carpet and the PH level at which they cleaned.
 

MikeHawley14

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Not the cleaners problem in this situation. From what i gather in his post. They just want him to try and rinse it. Easy job. Do as the mill asked and dry as fast as possible. Collect check. If stain remains they will decide if they will replace it or shoot customer down. But i would want to speak directly to the rep and not take the homeowners word for it.

Lol btw if you uninstall wall to wall and clean it. Good chance it will shrink and will not be able to reinstall. Especially if the previous installers stretched it to begin with. Plus it is woven.
He can send the pic to the rug guy and find out that way. I wouldn’t go in there with products and summer water temps with Truckmount either. Why don’t they call the last cleaner or pest control
 

Dan The Carpet Man

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The stains aren’t coming out. So might as well rip it out. I wouldn’t touch it. Let alone waste time taking pics going on the forum. I wouldn’t take a check as you said.
I have gained so many of my competitors clients, not only because they were told by their cleaner the stain was permanent and did not even want to try to remove it and called someone else (me) but also because their cleaner couldn’t get out the stain and called someone else (me). The manufacturer doesn’t want to hear what they already know. They want someone to attempt to get rid of the stains, if it’s not you they’ll just call someone else. This is not about having good business ethics and not wanting to rip-off the client or wasting your time. Ultimately the stains might be permanent but the manufacturer wants to make sure of that by giving it an actual chance.
 

MikeHawley14

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I have gained so many of my competitors clients, not only because they were told by their cleaner the stain was permanent and did not even want to try to remove it and called someone else (me) but also because their cleaner couldn’t get out the stain and called someone else (me). The manufacturer doesn’t want to hear what they already know. They want someone to attempt to get rid of the stains, if it’s not you they’ll just call someone else. This is not about having good business ethics and not wanting to rip-off the client or wasting your time. Ultimately the stains might be permanent but the manufacturer wants to make sure of that by giving it an actual chance.
I get it but don’t they put everybody in a lawsuit? It’s not a tough stain you can improve with towels and encap. I would politely tell them it’s irreversible. The manufacturer shouldn’t put that on a local carpet cleaners shoulders he should know to contact the rug shop. If you know how to remove all that then your a beast.
I have gained so many of my competitors clients, not only because they were told by their cleaner the stain was permanent and did not even want to try to remove it and called someone else (me) but also because their cleaner couldn’t get out the stain and called someone else (me). The manufacturer doesn’t want to hear what they already know. They want someone to attempt to get rid of the stains, if it’s not you they’ll just call someone else. This is not about having good business ethics and not wanting to rip-off the client or wasting your time. Ultimately the stains might be permanent but the manufacturer wants to make sure of that by giving it an actual chance.
So you would gain more business by not removing the stain or making more? I feel like folks appreciate honesty sorry mam unfortunately the stains are irreversible and then the next guy tries to get it out and doesn’t or makes it worse ah man he was right. Going to call them next time he was honest.
 

Dan The Carpet Man

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I get it but don’t they put everybody in a lawsuit? It’s not a tough stain you can improve with towels and encap. I would politely tell them it’s irreversible. The manufacturer shouldn’t put that on a local carpet cleaners shoulders he should know to contact the rug shop. If you know how to remove all that then your a beast.

So you would gain more business by not removing the stain or making more? I feel like folks appreciate honesty sorry mam unfortunately the stains are irreversible and then the next guy tries to get it out and doesn’t or makes it worse ah man he was right. Going to call them next time he was honest.
I’m not sure if they lump all parties involved, but that would be up to the cleaner (company) to get waved off liability before anything gets done. I’m not saying don’t warn the client , that would be foolish not to IMO. But what I’m saying is how could anyone be so sure stains are permanent without trying your best ways and methods, and chemicals, I’m not saying either that I get out every stain I get called for but I do warn the client and they make the decision, in addition I tell them I could patch the damage area if need be.
 
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MikeHawley14

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I’m not sure if they lump all parties involved, but that would be up to the cleaner (company) to get waved off liability before anything gets done. I’m not saying don’t warn the client , that would be foolish not to IMO. But what I’m saying is how could anyone be so sure stains are permanent without trying your best ways and methods, and chemicals, I’m not saying either that I get out every stain I get called for but I do warn the client and they make the decision, in addition I tell them I could patch the damage area if need be.
He can clean it then accidentally shine a UV light and they won’t see it until after he leaves lol