Not exactly a pro move on the reclean, but I guess they "fixed it".
I know what you mean about leaving a sawtooth pattern, in a vacant it's money... In an occupied, not so much. I still scrub across the row from left to right being right hand dominate, but adjust the dry stroke from right to left for the customer. Resting b!tch face is definitely not getting a perfect sawtooth pattern.
Just to be clear the above picture was from the original cleaning. I didn't get a picture after it was cleaned and supposedly groomed again, but she was not totally happy with it then either. She said it didn't look as bad and was not crunchy. She wound up putting it under the bed in her master bedroom to hide most of it. She said there were 2 identical rugs. I never saw the other one.
My niece sent me a picture of her rug after it was cleaned. I'm sure the cleaner who cleaned it was trying to do a good job but clearly didn't know a thing about viscose. From what she has told me it sounds like they corrected the issue. Personally, I would not put wand marks in an area rug, but that goes triple for viscose! I'm finding personally that not everyone likes wand marks on their carpet either. I recently had a complaint about it myself from one of my customers that's been with me for many years. I had no clue she didn't like them until she asked me to make a special trip to remove them! Those marks don't come out easily on all carpets, particularly polys.