FREQUENTLY ASKED QUESTIONS
Carpet
How long will it take my carpet to dry?
Dry times for carpet vary depending on a number of factors. A general range is 6 - 8 hours. Upon our departure, we recommend adjusting the air conditioning 10 - 12 degrees lower than its normal setting to assist in the drying process. Please know that immediately upon our departure, damp carpet can be walked on without any negative consequences or damage. However, please be careful to avoid slip hazards.
Do you move furniture when you clean carpet?
In order to prepare your home for our arrival, we ask that you move items from the areas of carpet being cleaned. We can easily clean around any items that you do not move. There is a $5 per item fee to move, clean under and move back items such as sofas, loveseats, reclining chairs and end tables. Due to insurance restrictions we are not allowed to move pianos, pool tables, wall units, electronics or items of high value. We also request that the customer remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, electronics, lamps, antiques, or items of sentimental value prior to the start of service.
Do I have to be present for my cleaning appointment?
In certain circumstances, we will perfrom the service in the absence of the customer. This normally occurs when the premesis is vacant, due to a rental move out or home being placed on the market for sale. You may provide access for us to perform our services by providing a lockbox code or leaving a spare key at a place of your choosing. This arrangement along with payment details need to be arranged prior to the serivce.
How often should I get my carpets cleaned?
Carpet manufacturers recommend annual carpet cleaning for consumers to maintain their warranty. However, If you have pets, small children, wear shoes throughout your home, eat on carpeted areas, and vacuum less than 3x per week; we recommend professional carpet cleaning every 3 - 6 months to maintain the effective life of the carpet pile. Once your carpet looks visually unappealing, in many cases you've waited too long to schedule an appointment.
Why should I get carpet protector applied to my carpet after cleaning?
What method do you use to clean carpets?
We use a method called Hot Water Extraction (HWE) or Steam Cleaning. This means we use the same method to clean your carpets that you use for your vehicles, dishes, clothes and body. We use hot water, soap and a bit of elbow grease. This time tested and proven method produces great results and smiley faces.
Do I need to vacuum before my appointment?
Yes, it is very helpful. Roughly 74-79% of the dirt in carpet is in the form of dry soil and can be removed during the vacuuming process. It is always easier to remove soil when it is dry as compared to its wet, mud-like state after we apply cleaning solutions. When we arrive, we apply cleaning solutions and use high powered equipment to remove what's left. So vacuuming is extremely helpful in the cleaning process. Don't worry, if you don't have time, we can perform basic vacuum service for a nominal fee of $10 per room.
I've heard that cleaning carpet will make it soild faster. Is this true?
This can be true if the carpets are not cleaned properly. When soaps are not rinsed out completely, it leaves a sticky residue on the carpet fibers which attract dirt and cause rapid resoiling. At Carpet Steamer 911, we use only the best detergents and rinse agents to remove all residue and leave only clean carpet behind. We never have a problem with rapid resoiling. Read our 5-star Google reviews to see what our customers have to say about our cleaning process.
Will any of the stains in my carpet come out?
Due to the high quality detergents we use and the high temperature of our water, 90 - 95% of stains normally come out completely or will be less visible. For more difficult stains such as paint, urine, nail polish, dyes and rust, we will apply specialized stain removal products at an additional cost. We can never guarantee that all stains will be removed but rest assured, if we can't get them out, nobody can!
How long will it take to clean my carpet?
My carpet was cleaned and now it has ripples and waves in it. What caused this?
I know you perform residential carpet cleaning. Do you service commercial as well?
How much will this cost?
The basic pricing can be found on our pricing page. Upon our arrival, if we discover something that costs additional or recommend an upgraded service, we will inform you before the cleaning process begins. At Carpet Steamer 911, we never have any hidden or surprise fees.
Upholstery
What types of furniture do you clean?
We clean most synthetic types of furniture such as nylon, polypropelyne and microfiber. For specialty or natural fabrics such as silk, wool or cotton, we partner with a trusted local company who can accomodate those fabric types at their facilities. Please call us for a referral if you have these fabric types.
Can you apply some type of protector to guard against future spills?
Yes. The soils that accumulate on your furniture over time, along with daily use, causes the protective coating that came on your furniture to wear off. It is a good idea to apply fabric protector after your furniture is cleaned. This will help to repel future spills and prevent them from becoming stains.
If the tag on my furniture recommends dry cleaning, can you clean my furniture?
Yes. That tag is required as the “Manufacturers’ Liability Code.” We will test your fabric to make sure it is safe and to determine which cleaning method is the best. Even though dry cleaning is recommended, it may not be the most effective method for removing all the soil.
Can you treat pet odor on my furniture?
Yes. Sometimes cats and dogs have accidents and while we can’t guarantee 100% removal every time, there is a lot we can do to restore the freshness to your upholstery. We have successfully removed general "wet dog" smell, urine issues, feces and vomit. Depending on the situation, we are confident we can either eliminate or greatly improve the situation.
How long will it take my furniture to dry?
After the cleaning process, we will give you specific post-cleaning instructions. These will include tips for ensuring the furniture receives adequate ventilation for drying. As long as these tips are followed, most furniture shoud be completely dry within 4-8 hours. Heavily soiled upholstery requires additional detergents and rinsing so 8 hours is appropriate for that situation. Furniture requiring less aggressive cleaning will normally dry in under 4 hours.
How often should I get my furniture cleaned?
The frequency of furniture cleaning varies with lifestyle. A single occupant homeowner with no pets will require less frequent cleaning than a family of six with 2 dogs and a cat. The amount of usage of the upholstery and activities such as smoking and eating on the sofa will also decrease the time in-between cleanings. On average, furniture cleaning needs to be performed a minimum of once per year for the average household.
How much will it cost?
The basic pricing can be found on our pricing page. Upon our arrival, if we discover something that costs additional or recommend an upgraded service, we will inform you before the cleaning process begins. At Carpet Steamer 911 we never have any hidden or surprise fees.
Tile & Grout
How do you clean my tile and grout?
First, we apply a powerful detergent designed specifically for tile and grout. Second, we either hand scrub or agitate the grout lines and tile with a counter-rotating brush machine. The final step is to extract all the detergent and waste with a high pressure, dual jet, tile spinner with water at 210 degrees into our truckmounted cleaning unit.
How often should I have my tile floor cleaned?
As with carpet and upholstery, many factors affect the frequency of tile and grout cleaning. Usage, pets, children and routine floor maintenance will affect how often you need to have your tile and grout cleaned. On average, for the normal household, tile & grout should be cleaned a minimum of once per year.
How much will it cost?
The basic pricing can be found on our pricing page. Upon our arrival, if we discover something that costs additional or recommend an upgraded service, we will inform you before the cleaning process begins. At Carpet Steamer 911 we never have any hidden or surprise fees.
Rug
What types of area rugs do you clean?
We clean most common area rugs made of synthetic fibers such as nylon, polyester and polypropelyne. These types of area rugs are cleaned in home and are cleaned at a reduced price. For specialty rugs such as oriental or those made with natural fibers such as wool, cotton or silk, we clean these rugs off-site at our rug spa. We offer pick-up and delivery service and all of our work is guaranteed.
How often should I get my rugs cleaned?
As with carpet and upholstery, many factors affect the frequency of rug cleaning. Usage, pets and children will affect how often you need to have your rug cleaned. On average, for the normal household, rugs should be cleaned a minimum of once per year. Wool and oriental rugs can be cleaned every 1-3 years depending on their construction, usage and routine maintenance.
How do you clean area rugs?
We clean area rugs with the same hot water extraction process used to clean carpet. First we pre-treat with a gentle cleaning solution, agitate, then extract with hot water. For synthetic fiber based area rugs, this is the best method possible.
I have an area rug on top of my hardwood floors. Can you still clean them?
Whenever possible, we always prefer to clean areas rugs away from hardwood flooring. However, that is not always practical. Under those cirumstances, we will clean them on top of hardwood flooring using a limited amount of moisture in order to avoid any type of damage to the flooring underneath.
How much will it cost?
The basic pricing can be found on our pricing page. Upon our arrival, if we discover something that costs additional or recommend an upgraded service, we will inform you before the cleaning process begins. At Carpet Steamer 911 we never have any hidden or surprise fees.
Pet Issues
I have pets and my home smells like urine; can you help me?
Can you recommend any pet urine products from my local store?
My pet had an accident and urinated on the carpet. What should I do?
Immediately take a few white paper towels and blot the area until it is dry. Do not allow the pet access to the affected area. Do not put anything on the affected area and call us for an appointment so we can clean the carpet with a pet urine treatment.
My pet got sick and there is diarrhea on my carpet. What should I do?
Pick up any solid waste with a paper towel and dispose of it. Do not put anything on the affected area and call us for an appointment. Our detergents are very effective against fecal matter as long as it has not been mixed with other chemicals. We cannot guarantee the stain will come out but we have had extreme success with our cleaning process.
My pet ate something and threw up. Now there is vomit on my carpet. What should I do?
Pick up any solid waste with a paper towel and dispose of it. Do not put anything on the affected area and call us for an appointment. Our detergents are very effective against vomit as long as it has not been mixed with other chemicals. We cannot guarantee the stain will come out but we have had extreme success with our cleaning process.
My pet sheds a lot. Will your cleaning process remove large amounts of hair?
How much will it cost?
Our basic pricing can be found on our pricing page. There are many different treatment options available depending on your particular problem. Feel free to call us if you have any questions. Approximately 25% of the work we perform has some type of pet related issue involved. We have a lot of experience solving these types of problems and still maintain a 5-star Google Review status. Call us NOW so we can bring happiness and enjoyment back to your home.
Specialty
Do you clean Linoleum floors?
Yes, over time linoleum flooring can accumulate dirt, grease and build up in its pores. A high temperature, deep cleaning will restore the look and feel of your kitchen flooring. More than just a mop and bucket, we will use our professional commercial grade equipment to make your floors POP!
Do you perform carpet stretching and repairs?
Yes, as carpet ages, it can develop imperfections and show wear which diminish its overall look and appearance. From stretching to removing wrinkles, seam repairs to fix problems around doors or patching to remove cigarette burns and stains; our IICRC Certified Carpet Repair & Reinstallation Technicians can help extend the life of your carpet and save you money. Call us today or schedule online!
Misc.
How does Carpet Steamer 911 compare to the big national carpet cleaning franchises I see on television?
Do you price match? because I've found a company that will clean my whole house for $79.
I see your company is an IICRC Certified Firm; what does that mean?
Do you have any examples of your work that I can see?
YES; please visit our About Us page and/or search Carpet Steamer 911 on Google, Facebook, Instagram, Twitter and YouTube to see examples of our work. We are very proud of the work that we do :)
Do you guarantee your work?
It is the goal of Carpet Steamer 911 to make every customer completely satisfied. If there is a problem with the work that was performed, please let us know so we can address the situation. Normally, we return to the home and re-clean or touch up any problem areas. If that does not make you happy, we will be glad to discuss options to meet your satisfaction.
Are all of your services available through the Online Booking feature on your website?
No. Only our standard cleaning services are available through the Online Booking feature. Flooring consultations, carpet stretching and repair, thermal-fogging and ozone shock treatments must be booked by calling us at 919-303-4500 or 888-251-2911. These services are not available for online booking and must be scheduled separately from other cleaning services.
What forms of payment do you accept?
For the convenience of our valuable clients we accept a wide range of payment types. We accept cash, credit cards, debit cards, checks and mobile payment services by PayPal, Venmo and Cash App. We will also take gold coins or a winning lottery ticket if you have it. :)