Domestic cleaning company refusing to pay for damage to our carpet

Bigphil1474

OP, contact your insurers, explain the situation, and get them to deal with it. They may well deal with the cleaning company's insurer. Home insurance premiums are a bit different to car insurance. Not many have a no claims bonus as such. One claim shouldn't make a huge difference to your premium. We had a claim for over £20k in 2012, and we paid a bit more for a few years but not a load more.

twopenny

I understand you are upset at the marks on your fairly new carpet.

But your dog did the initial damage and you did remember to phone a carpet cleaner.
However you didn't remember, in your words, to tell the cleaner that you didn't have faith in.
She didn't ring but then you hadn't asked her to. 
You forgot to leave an important note about this stain but expected her to do so.

I think if you decide to pursue this you will find that you would be half or wholly responsible because of your neglect to inform.

To be more positive have you tried an all over clean of the carpet? My mil had a year old cream carpet when a puppy had an accident and even immediate careful cleaning bought that area up whiter than the rest.
Cream carpets attract dirt quickly but it doesn't show when it's all over.

midsummer100

Firstly, the carpet technician would have been able to clean the ink.

Secondly, the cleaner has been told to phone or text me with any issues, problems or questions at any time.

Thirdly, cleaning won't remove bleach. Once something has been bleached you can't put colour back in. 

The cleaner tried to cover up what she thought was her mistake. She should have phoned the second she saw it. She thought she had caused it and tried to get rid of it then left early hoping no-one would find out. 

Anyway. The carpet is ruined and wasn't ruined before the cleaner decided to attempt to cover up what she thought she had done. 

This forum has certainly changed since it's inception.

Thanks for your help.

midsummer100

Bigphil1474 said:

OP, contact your insurers, explain the situation, and get them to deal with it. They may well deal with the cleaning company's insurer. Home insurance premiums are a bit different to car insurance. Not many have a no claims bonus as such. One claim shouldn't make a huge difference to your premium. We had a claim for over £20k in 2012, and we paid a bit more for a few years but not a load more.

Thank you for your help. A very sensible reply! As an original money saver I'm a bit disappointed with the responses. 

Thanks again.

Grenage

midsummer100 said:

Thirdly, cleaning won't remove bleach. Once something has been bleached you can't put colour back in. 

Worth mentioning that this isn't true.  It's tricky, but it's possible.

Section62

Grenage said:

midsummer100 said:

Thirdly, cleaning won't remove bleach. Once something has been bleached you can't put colour back in. 

Worth mentioning that this isn't true.  It's tricky, but it's possible.

Agreed.  Bleaching something to be able to recolour it (particularly to a lighter shade) is common practice.  The difficulty is getting the replacement colour just right.

kimwp

I don't think cleaners get training, so whether they know how to clean a wool carpet is pot luck - bear in mind that wool carpets are the more expensive of carpets and cleaners are not well paid. From the cleaner's point of view, she did her best to clean the carpet, probably thinking she was doing as expected and would get a reprimand if the marks were not removed, then probably panicked a bit when it went wrong. If you have something that requires specialist attention, its up to you to make sure it's brought to the attention of the cleaner. 

BikingBud

A lot about your precious carpet, how's your dog and why were you leaving pens where they could chew them?

Or did you not leave explicit step by step instructions for your dog? And advise it to ring you straight away, sorry no what's app you straight away if there were any issues.

Seems like a mismatch in expectations and a cleaner trying their hardest to keep you happy.

Use your own household insurance, after all your dog was the origin of the problem.

 

midsummer100

Grenage said:

midsummer100 said:

Thirdly, cleaning won't remove bleach. Once something has been bleached you can't put colour back in. 

Worth mentioning that this isn't true.  It's tricky, but it's possible.

How is it true with a carpet that's been dyed as a large sheet of carpet,! 

Anyway. Moving on...

midsummer100

kimwp said:

I don't think cleaners get training, so whether they know how to clean a wool carpet is pot luck - bear in mind that wool carpets are the more expensive of carpets and cleaners are not well paid. From the cleaner's point of view, she did her best to clean the carpet, probably thinking she was doing as expected and would get a reprimand if the marks were not removed, then probably panicked a bit when it went wrong. If you have something that requires specialist attention, its up to you to make sure it's brought to the attention of the cleaner. 

Yes she panicked because she thought she'd damaged the carpet, then decided rather than phone her employer or me to own up to what she thought she'd done, she decided to try and get it off herself, hoping no-one would notice, then left early. It's deceitful. I was brought up that you own up to your mistakes. The issue is that the cleaning company fully admit responsibility however they claim their insurance won't cover it. You're kinda missing the point.