Over the years, carpet and rug cleaning has been the subject of much confusion. In fact, people have so many misconceptions about the carpet cleaning industry that it has become necessary to publish a guide for consumers to protect them against the growing number of fraudsters and scammers that are appearing in this industry. This guide will greatly assist you when it comes time for you to select a carpet/rug cleaning company by allowing you to make an informed decision.
Cheap carpet and rug cleaning offers deserve a closer look.
An unusually low advertised cleaning price may cover only a very basic service. Once the job begins, additional charges may be proposed for stains, spotting, sanitising, larger areas or treatments that the customer assumed were part of the original clean.
Australian consumer organisation CHOICE specifically warns consumers about very low carpet-cleaning prices and the industry's long-standing “bait and switch” problem — attracting a customer with a bargain price and then selling additional treatments once the cleaner is on site.
WHAT SHOULD YOU ASK?
Before booking carpet cleaning — and especially before allowing a valuable rug to leave your home — ask exactly what the quoted price includes, what could cost extra and whether the cleaner needs to inspect the item before confirming the final price.
The ACCC says businesses must communicate prices clearly and accurately and must not create a false impression about the price consumers will actually pay.
Know who is taking responsibility for your rug.
Unlike carpet cleaning performed in your home, specialist rug cleaning may involve your rug being collected and taken away for several days. That makes knowing exactly who has possession of it particularly important.
Before handing over a valuable rug, identify the business you are dealing with. Check its business name, contact details and ABN, and ask where the rug will actually be cleaned.
ASK BEFORE IT LEAVES
Will the company collecting your rug also clean it? Is the cleaning performed at its own facility, or will your rug be passed to another business?
Ask how your rug will be identified and tracked while it is away. A clear collection record, job number or other identification system helps reduce the risk of rugs being confused, misplaced or returned without a clear record of the work that was authorised.
Keep your collection receipt or written booking details showing which rugs were taken, together with any agreed price or quotation.
A rug should be assessed before deciding how it should be cleaned.
Rugs can contain different fibres, dyes, backing materials and construction methods. Age, previous treatments, stains and existing damage can also affect the cleaning process.
A cleaning method suitable for one rug may be unsuitable for another. Valuable, handmade, wool and other specialist rugs can require different handling from ordinary synthetic floor coverings.
ASK ABOUT THE PROCESS
Before cleaning begins, ask how your rug has been identified and assessed and why the proposed cleaning method is suitable for it.
Be cautious of anyone claiming that one cleaning process, chemical or machine is automatically suitable for every rug.
Extra treatments should have a reason — not just a sales pitch.
Stain treatments, deodorising, sanitising, protection products and other services may sometimes be useful, but they should not simply appear as unexpected additions after a low initial quote.
Ask what each additional treatment is intended to achieve, whether your rug actually needs it and how much it will add to the original price.
BEFORE SAYING YES
You are entitled to ask questions before agreeing to additional work. Don't feel pressured into approving a treatment simply because your rug has already been collected or cleaning has begun.
A professional cleaner should be able to explain the reason for a recommended treatment in plain language.
Be careful with promises that sound too good to be true.
Not every stain can be completely removed. Results can depend on the substance involved, how long it has been present, previous cleaning attempts, the rug fibre and whether permanent colour or fibre damage has occurred.
A responsible cleaner should distinguish between attempting stain removal and guaranteeing that every mark will disappear.
ASK WHAT IS REALISTIC
If guaranteed stain removal is being promised, ask for the guarantee and any conditions in writing before agreeing to the work.
Clear expectations before cleaning are better than discovering afterwards that the promise came with qualifications you were never told about.
Existing damage should be identified before cleaning begins.
Rugs may arrive with worn areas, loose fringes, weakened backing, colour instability, pet damage, previous repairs or deterioration that is not immediately obvious to the owner.
A proper pre-cleaning inspection helps identify these conditions and allows potential risks to be discussed before work starts.
DOCUMENT YOUR RUG
For valuable or delicate rugs, consider taking photographs before collection. Ask the cleaner to record significant existing damage or concerns identified during inspection.
This protects both the consumer and the cleaner by establishing the rug's condition before treatment.
A Facebook page or online advertisement does not prove who is behind a business.
Consumers increasingly find cleaners through social media, community groups and online advertising. A professional-looking profile can be created quickly and may provide very little information about the person or business actually performing the work.
Before handing over money — or your rug — verify who you are dealing with and make sure you have reliable contact and business details.
CHECK BEFORE YOU BOOK
Look beyond reviews and photographs. Check the business name and ABN, obtain written booking or quotation details and be cautious about paying large amounts upfront to an unfamiliar operator.
Your ability to contact the business afterwards matters just as much as how attractive its advertisement looks today. Also check how long the business has been operating and whether its contact details can be independently verified.
Rug and carpet cleaning services are covered by Australian consumer law.
When you buy a service, Australian Consumer Law provides consumer guarantees. Services must generally be provided with due care and skill and be reasonably fit for the purpose you made known to the business.
If a service fails to meet the applicable consumer guarantees, you may have rights to a remedy depending on the circumstances and seriousness of the problem.
KNOW YOUR RIGHTS
Keep quotations, invoices, receipts, photographs and relevant messages or emails. These can be important if there is later a disagreement about the work, price, damage or what was originally promised.
If you cannot resolve a problem directly with the business, Queensland consumers can seek information and assistance from the Office of Fair Trading.
There is plenty of conflicting information about rug cleaning. Here are six common misconceptions — and the facts worth knowing before choosing a rug cleaner.
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