Rug Doctor ruined my carpet, Help!!

the_dazzer

I recently hired a "Rug Doctor" through Homebase. I used the carpet cleaner in my hallway which is a short pile fitted carpet with underlay, no problems at all and the carpet dried within a few hours, as stipulated on the instructions posted on the machine. However, I then cleaned my lounge carpet which is where my problems begin. This carpet is a thick long pile carpet and on initial cleaning I was more than happy the "Rug Doctor" had done a good job. I was aware the carpet would take a little longer to dry so kept checking it periodically over the next 18 hours or so. But two days later the carpet was still not dry and was beginning to smell horrendously. I pulled the carpet back in the corners to reveal the underlay and hessian back carpet sopping wet and ruined :mad:.

Homebase were contacted immediately and straight away denied any responsibility and I was informed to contact "Rug Doctor" direct. Am I correct in thinking that Homebase have some responsibility as my contract was with them?

"Rug Doctor" were spoken to, and to be fair were extremely helpful, they recalled the machine for them to test for a fault and promised a swift investigation. Today I have received notice from them that they could find no fault with the machine and denied any liability. I accept that the machine was not mechanically faulty, but the suction was not powerful enough to extract all the water from the carpet due to its thickness and long pile. There was no information displayed at the hire point in homebase concerning floor covering type, also the Homebase employee offered no instruction and certainly no information provided with the machine itself. My point of argument is simply that due to lack of information provided by "Rug Doctor" and Homebase about which floor coverings were suitable has led to my lounge carpet being ruined.

Can you please assist me in explaining who my claim is against, Homebase or "Rug Doctor"?
Do I have a claim against either in this scenario owing to the lack of information provided?
If so how do i go about getting compensation for the ruined carpet?

RadoJo

Were there no instructions supplied with the machine?

Justicia

Not sure how these things work? Is it a situation where the advice is to do a small test sample first to see if OK, before going ahead?

Does that apply in a situation like the one described here with a carpet cleaner?

gordikin

From the Rug Doctor website:- Can I clean Berber carpeting? How about wool? Area rugs? Shag? Oriental? Etc. You can clean Berber carpeting, however care must be taken not to over wet it. Berber carpeting's tight, looped weave tends to hold much more moisture than cut pile carpets. Over wetting can create drying problems so you should make sure you are limiting your cleaning passes to one only. It's a good idea to go over Berber a second time without depressing the spray switch to give it an extra vacuuming only pass. Wool carpeting can be safely cleaned with cool water. However, do not use Rug Doctor machines or products on natural fiber oriental rugs (silk or wool), cashmere, hand-loomed wool rugs, braided rugs, sisal, jute-carpets or anything that states dry clean only. You can clean area rugs, however, you should remove them from any areas where flooring under the area rug can be damaged by water such as hardwood or laminate flooring. The best way to clean your area rugs is by taking them out side or to your garage and cleaning them there. Once they are completely dry the rugs can be returned to the hardwood flooring. You may use our machines to clean shag carpeting, the same instructions apply as cleaning Berber carpeting, make sure you don't stay on an area too long with the machine and make sure you are vacuuming up as much or close to the amount you are putting into the carpet.

themull1

It may be thay you have to claim against your home insurance if you're not getting any joy, why don't you ask the CAB?

cavework

From what I have read you have done everything right as per the instructions except maybe to re run the Rug Dr over the area cleaned but only on suction.
A fully insured carpet cleaner that runs his equipment from the back of his van should have cost approx £40 for a large room any other rooms would have reduced in price.:D
Edit .. and you would have had a much better result