GENERAL CARPET ENQUIRIES

What method of carpet cleaning do you use?

We use the hot-water extraction method when carpet cleaning. This is the industry-preferred method, proven to be the most effective and efficient process.

How long does it take to do?

Jobs vary depending on the age and style of your carpet; on average a 3-bedroom home will take approximately 1 hour.

How long will my carpets take to dry?

Carpets will generally dry between 2 hours and 8 hours. This is influenced by various factors, including:

  • Type and thickness of the carpet
  • Water retention qualities of the carpet fibre
  • Humidity
  • Ventilation

It is best that the carpet dries as fast as possible; to aid with this, we suggest turning on ceiling fans and opening your windows.

How often should I clean my carpets?

When cleaned and maintained correctly, carpet life is significantly extended. We recommend that your carpets are cleaned every six to twelve months in a domestic situation and more often in a commercial property. Remember, even when carpets don’t appear to be particularly dirty, it’s the unseen soils, bacteria and allergens that cause the real damage both to your carpets and to your personal health. To keep your carpets looking their best and lasting the test of time, regular vacuuming of the carpet (at least once a week) is advised.

Do I have to move my furniture?

For the best results, you should move as much furniture as possible; this allows us to clean from wall to wall.
If you are vacating a property you should arrange to have the carpet cleaned after all of the furniture has been removed.
If you are not vacating the property, we understand that it is not always practical or possible to remove all of the furniture, but we recommend the following:

  • All small items are picked up and removed, e.g. toys, shoes etc.
  • All curtains are tucked away from the carpet
  • All bedding is tucked away from the carpet
  • If beds are on rollers, we will push them back and forward; if not we will go as far underneath them as possible
  • We will clean around large items such as TV cabinets

We do not allow enough time to move every customer’s furniture. However, as a matter of courtesy and as long as the request is reasonable and not too time-consuming, we are happy to shift one or two things here or there to help, particularly if the customer is unable to do it themselves.
Please remember the technician will be on his own and he will have to refuse to move anything that could cause him injury, or any request that is deemed unreasonable.
If large amounts of furniture need to be moved, this will need to be prearranged and there will be a charge.

Will this satisfy my real estate requirements?

Yes, we will provide you with sufficient receipts to provide to your real estate agent and in fact, we are the preferred carpet cleaners for many real estate agencies across Melbourne, Greater Brisbane, Gold Coast, Sunshine Coast and Ipswich.

BOOKING

Do you offer a guarantee?

We do offer a guarantee with our carpet cleaning. Should you have any issues with the quality of the carpet clean, please advise us within a week and we will be happy to rectify any problems as per our terms and conditions.

How far in advance do I need to book?

We will do our best to fit you in on the day and at the time that is your preference where possible. To avoid disappointment, we recommend booking a week in advance; however, we can usually make room for late bookings should this be required.

Are you able to pick up keys?

We are able to collect keys from your agency depending if is within 5 kms of the job. The charge for this is $10 for pickup and $10 for drop-off. Further distances can be arranged for an additional surcharge

Do I need to be present for the appointment?

It is not a requirement that you be present for the appointment provided we can get access to the property and the account has been paid. Some clients leave the door open for us; others leave a key in their secret spot. Carpet Cleaning Kings will do what we can to make the process as easy as possible.

How do you manage to remain so cheap?

We do not believe we provide a cheap service, but rather that other companies are far too expensive. We cut costs in areas where the quality of our services and our customers are not negatively affected. Our numerous technicians are placed in areas of Brisbane which saves time and money on travel. We do not engage in expensive advertising campaigns and buy our chemicals directly from the manufacturer, which allows us to invest the money back into the customers.

What are your payment options? 

We accept credit card, cash, and direct debit payments. Please note that there is NO SURCHARGE for card payments for convenience purposes.

Will I be charged a cancellation fee if I cancel my booking?

We will not charge a cancellation fee if we have sufficient notice, generally the day before. We will charge a cancellation fee if you cancel when our technician is en route to your premises or if you cancel on our arrival. Our cancellation fee in this instance is $40.

Are there any hidden costs not included with my carpet cleaning?

The quote we give you is based on the information given. Essentially there are no hidden costs; however, we stress that you give us all relevant information to ensure the correct quote.

What is your complaints policy?

Should you have any issues with the quality of the carpet clean, please advise us within a week and we are happy to rectify any problems as per our terms and conditions.

SPOTS, STAINS, SMELLS and FURNITURE INDENTS

What is your policy on stains?

Our cleaning process aims to rejuvenate your carpets, allowing them to look fresh and vibrant. All necessary procedures to do so are included in the costs. Our trained staff can discuss with you before the appointment the specific required treatment for areas of your concern. Problematic carpets can come at different costs and our technicians can advise and talk with you about these procedures at the time of the appointment.

What is the difference between a spot and a stain?

A spot is a substance (mud, food, grease) that is adhered to the carpet fibre but has not become set. Spots are most likely removed by a professional carpet cleaning service. A stain is more advanced and may have become set, requiring additional treatment.

Can you guarantee to remove all stains?

No. Some stains are permanent. The carpet fibres may be damaged or the dyes may have been damaged or changed. We are fully trained in spot removal procedures, so we can treat the mark, and often get some improvement, but some stains will not respond to any treatment. We can clean carpets but we cannot make them new again.

I have a red wine stain, will you remove it?

This depends on how quickly the stain was mopped up after spilling. We have the correct equipment and stain removal agents to treat these stains effectively; however, we cannot guarantee achieving complete stain removal. In most instances, you will see a minimum of some improvement, e.g. the stain will at least fade or reduce in size.

There is blood on my carpet, will you be able to remove it?

This depends on how quickly the blood was mopped up (some medications that are present in the bloodstream can also affect this).
When blood is on the carpet we recommend the following:

  • Absorb as much as possible (do NOT rub, you MUST blot only).
  • Use COLD water only to blot out stains (do NOT use HOT water or products from the supermarket, as these can set the stains).
  • Call us as soon as possible. Time is of the essence; the sooner the blood is treated, the better the results will be.

We have the correct equipment and stain removal agents to treat the blood effectively; however, we cannot guarantee achieving complete stain removal. In most instances you will see a minimum of some improvement, e.g. the stain will at least fade or reduce in size somewhat.

Please note, blood has a strong tendency to reappear and we strongly advise that you consider having more than one treatment to achieve the best results. In some instances you may need to consider new carpet.

What can be done about pet stains and odour?

Pet stains should be treated as soon as possible to avoid any further damage to the carpet. Carpet Cleaning Kings offer a urine treatment that will neutralise the carpet, kill any bacteria and eliminate odours. Pet stains can set; once set, they are nearly impossible to remove, so make sure to call us as soon as possible.

I have just had my carpet cleaned and there is a terrible odour. Where is it coming from?

Old pet stains are normally the culprit. It is impossible to remove urine by normal cleaning and while there may be no visible evidence of a stain, the urine oxidises and reacts with the carpet to create amino acids which work into the fibres and even into the underfloor. When moisture is present, for example after cleaning or in high humidity, the uric acid crystals absorb water and exude an ammonia gas.
Generally you will not smell the pet stains after they have dried and you may be shocked by the smell after cleaning. Think of these dry pet stains as powdered milk; it remains in powered form until water is added, reactivating the odour.
Professional cleaners have powerful oxidizing agents that can eliminate the source of the odour, which can sometimes involve lifting the carpet and treating the sub floor.
In a large number of instances, the odour cannot be treated with one clean; it may require a number of specialized treatments and visits.
It should be noted that if the animal is still in the house it will invariably re-mark its territory and the odour will return.

Can you fix indentations in my furniture?

No guarantee can be made on removing indentations from heavy furniture. In addition to the pile of the carpet being crushed, the backing of the carpet is indented. Heat, moisture, and hand-grooming with our equipment may help, but it will take time to release back to normal, if it ever does at all. Severe cases may be permanent.

WATER DAMAGE

What should I do if my room is flooded?

Firstly, address, if possible, the source of the water. Obviously until this is resolved, water will continue to flood your carpet. Then, if safe to do so, turn off electricity to wet areas, and unplug and remove any small electrical devices located on the wet carpet. Call Carpet Cleaning Kings as soon as possible; we are professionally trained in water restoration services. Time is of the essence in these cases; the longer the water is in contact with your carpet and structure, the more damage it will cause.

DO NOT

  • use any type of vacuum cleaner; it could result in electrical shock and damage the equipment and the person using it
  • walk on wet carpets more than necessary
  • place newspaper in traffic areas, as newspaper ink will cause staining

You may also like to give some consideration to contacting your insurance company as soon as possible; arranging insurance can take some time and this type of restoration can be costly.

 

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