Expert: Steve Braun - 10/29/2008

Question
I had my carpet cleaned today by Stanley Steamer.  My carpet is a "frieze," and has been in my home for about five years.  When the guy finished cleaning, I went to check the job with him.  My carpet is wrinkled...has huge ridges running through all the rooms he did.  He says the carpet was improperly installed.  It was installed by a local reputable carpet dealer who has been in business for almost 50 years and is well respected here. We never noticed the carpet being loose. I have dealt with my carpet dealer for many years and have been more than satisfied with his product and work.  He used to also clean carpet as part of his business.  He says Stanley Steamer got my carpet too wet, and the excess moisture caused the wrinkles.  We are talking about $4000 worth of carpet that is going to have to be re-stretched.  My questions are these:

Can you  offer an opinion on what would cause the carpet to wrinkle?

If indeed there was too much water applied or not removed, how can I tell if my pad is damaged?

What about my hard-wood floors under the carpet?

What is my recourse?  Someone is going to have to pay big bucks to get this carpet re-stretched.  No matter who caused this problem, it wasn't me.  How might I approach getting this taken care of?

I don't know the Stanley Steamer people at all.  I am in Beckley, WV, and the kid who was here today to do the cleaning said he is the manager of the Beckley office.  When I made it plain that I was not happy, he gave me the number of the Charleston office to call to complain.  In other words, he said don't call me.  He insisted I sign his work order, which said he informed me the carpet was incorrectly installed.  I told him I would NOT sign it if it meant I agreed to what he said.  I told him I had no way to know what caused the problem and would NOT sign an release.  He said this was a work order only and was not a release.  I am so afraid this is going to cost upwards to $1000 to be corrected.  What would you do if this happened in your home?  I surely will appreciate any suggestions you might offer.  Thanks so much.

Annie  

Answer
Give it 24 hours to see if it lays back down after it dries completely. 95% of the time it will.

While it is possible that over-wetting can cause it to bubble up. It has to be really wet. If it takes 3 days to dry, then it's likely it was over saturated. If it dries within 4-18 hours then more then likely it was only kicked in with a knee kicker and not power stretched during the installation.

Most carpet dealers pay their installers by the yard and not per hour. This causes many to take short cuts, not using a power stretcher is the most common one. Think about it from their point. If you getting paid  $100 to do one install, do you want to spend all day long doing that one or try and get two done in one day.



If it doesn't and  you need to have it stretched. It should not cost you $1000's!! If somebody wants that much call somebody else. I typically charge 50-75 per room if the furniture is removed. Some really easy ones less or really difficult a bit more. Say avg 3BD, LR, DR, hall <$400.  

In the future I recommend always using an Owner Operator and not a franchise or chain. O/O care a lot more about service and repeat business then some pee-on making 7.00 per hour or a salaried manager!

Please let me know how it turns out for you.