frequently asked questions

Frequently Asked Questions

Additional information and answers to frequently asked questions:

When we clean, we work to ensure the highest quality of service and the happiness of all of our customers. After cleaning, in most cases, we will have customers look over the work to ensure satisfaction. While we are still there, we can immediately address any issues.

We, however, cannot guarantee the complete removal of all spots and stains or prevent all wicking and re-soiling, especially from substances there previously. And, we cannot eliminate all traffic lane patterns (where carpet may appear darker) from greying and wear and tear.

If we return to a location or re-clean due to soil conditions, wicking, or other issues, we reserve the right to charge for additional labor and products.

Upon evaluation, in situations where less than 48HRS has passed, if we conclude that we made a mistake or the issue falls under reasonable expectations for our level of care or general customer satisfaction, we can waive any additional charges.

MINIMUM CHARGES:

Our minimum service charge starts around $120. Most situations can expect to begin around $120-150. Any cleaning outside of the Zanesville area can be higher. Depending on the situation, a higher minimum may apply. This includes but is not limited to emergency/same day services, odor and stain treatment, and water extraction.

EMERGENCY/SAME-DAY SERVICE CHARGES:

For any emergency or otherwise urgent situations where same-day services are either required or requested, we reserve the right to charge an emergency service fee that may vary depending on the situation. Usually, this will be around $100. This will also be charged in addition any minimum or other applicable charges for whatever services are preformed.

We recommend waiting 24 hours before putting any metal or wood furniture back down on the carpet or removing the protective foam or plastic we place under the legs of any items. Your carpets should be dry to the touch within a few hours with proper air circulation.

Under certain circumstances, due to humidity levels, lack of airflow, after water removal, or particular treatments, drying could become an issue. Upon request, we can place down fans while cleaning or leave them overnight at an additional charge.

To speed up the process, you can run air conditioning or heating, floor or ceiling fans, open windows, run a dehumidifier, etc. In general, improving airflow and decreasing humidity will help with drying.

Under the rare circumstances that carpets remain wet for longer than a day, contact us immediately. We will do what we can to provide drying fans and remedy the issue as quickly as possible.

Certain heavier items, like beds, cupboards, cabinets, dressers, TV/entertainment centers, or items such as antiques or breakables, are against our policy to move.

In most cases (but not all), we can and will move couches, tables, chairs, and other items. Under certain circumstances, such as heavy furniture or limited space, we reserve the right to refuse. Under those guidelines, we do our best to accommodate each customer. We can (but not necessarily will) make exceptions with explicit permission or help.

In most cases, we would like as much furniture as possible moved before arriving. However, we do understand that isn’t always possible. Generally, our pricing is such that furniture moving is included, but we do reserve the right to charge more if it adds to the time and labor on a particular job.

No. Spots and odors can be removed through our standard cleaning process or quickly and easily at no additional charge. However, more difficult spotting, stains, and odors will, in most cases, cost extra for removal.

Due to the nature of certain spots and stains, they might not always come out, and we cannot guarantee that they do. Carpet fibers can become damaged and worn out over time, resulting in traffic lane greying, where damaged carpet fibers appear darker from certain angles or lighting.

For odor, we cannot always guarantee that we can treat the entire area when the source of the odor-causing material is unknown. There are also situations with heavy contamination that reaches deeply into the subfloor. Also, the subfloor can be sensitive to moisture. We also cannot make any guarantees on pet stains when a pet remains in the house.

Following our overall guidelines (see the section on guarantees above), we reserve the right to charge for additional labor, time, or products.

We use a powerful truck-mounted extraction unit, which is fuel heated. Doing so provides incredible suction and temperatures for difficult cleaning situations and much faster dry time (especially when compared to portable or otherwise less powerful machines).

We also carry and use encapsulating products. Encapsulation involves special polymers and other substances to dissolve and absorb dirt before removal from the carpet. What remains can be easily vacuumed out while leaving no soil-attracting residue behind.

When used on its own, encapsulation allows for faster drying due to being a low-moisture method. It is also helpful where hot-water extraction is not practical, available, or accessible to the area(s).

When used with hot-water extraction, encapsulation cleaning products can help reduce re-soiling and keep carpets cleaner longer.

No. In most cases, we treat it separately. In this way, it allows us to use products formulated to address those unique situations and concerns. Pricing will reflect the extent of the treatment used.

It is also best to mention an issue/concern involving pet stains and odor as early as possible. That allows us to prepare in terms of products and time. Also, it allows for a more accurate price estimate.

Although our standard cleaning could be enough in certain situations, it is not something that we would recommend for serious pet issues.

It is always better to have the carpets vacuumed thoroughly. Although this is something we can do, or might not always be necessary, it aids and speeds up the entire process.

Due to using several different cleaners, we cannot always guarantee the use of cleaning products considered “green.” However, they are all safe for humans and pets when used as directed.

The primary cleaners we use for cleaning are often approved to meet environmental standards such as Green Balance, Green Seal, EPA Designed for the Environment, and IAQ (indoor air quality) approval. And, when they are not officially approved, they are manufactured to be very safe and fit some, if not all criteria, of various programs*.

If you have any specific issues or concerns, please let us know.

*Not all manufacturers will pay to have all their products tested for every certification.

From carpet manufacturers, they recommend between 12-18 months. Under certain circumstances, it could be a requirement. We usually recommend once a year. Although necessary in certain situations, we advise against hot-water extraction done at too frequent an interval.

We recommend applying a protector after cleaning. Even without the protector cleaning up spills as quickly as possible with mild detergents/cleaners and water is recommended. Routine vacuuming is also necessary.

We accept cash, checks, PayPal, Venmo, and most major credit cards through our PayPal app.

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