FAQs
What are those ugly black lines around the baseboards and under doorways?
If you have light colored carpet, you may have experienced these dark lines that appear on the carpet. This soiling is called filtration soiling because it comes from air passing through the carpet as it is attempting to get through the crack between the carpet and the baseboard or under a closed door. As the air passes through the edge of the carpet pile, this microscopic soiling is deposited there (hence the term filtration soiling). This occurs over a significant period of time and is not noticed until a build up has occurred. This type of soiling is difficult to remove because the soil particles are so fine that they penetrate deep into the carpet pile, sometimes into the backing of the carpet. Can it be removed? Sometimes. With special products, time and effort, reasonable results can sometimes be achieved. To help prevent filtration soiling, vacuum and wipe the edges of the carpeting on a regular basis. Be careful around the tack strip on the edge of the carpeting, it could nick your fingers!
How safe are your cleaning and protection methods?
We use only the highest quality, safest cleaning solutions on the market.
Do you guarantee your work?
We offer a 100% money-back guarantee. If you are not thrilled with the service experience you receive from us, we will rush back to your location at no charge and no obligation. If you are still unimpressed, we will issue a 100% refund up to $1000.00 upon request. Our mission is to provide you with an outstanding service experience!
Are you registered with the Better Business Bureau?
Yes, we are registered with the Better Business Bureau of North Carolina, as well as other industry organizations.
Are you insured?
Yes
What method do you use to clean carpets?
Most of the carpet cleaning provided is done with the “truck-mounted hot water extraction” method better known as steam cleaning. We also provide with the dry cleaning method (encapsulation) upon request.
How long does the carpet take to dry?
The normal drying time is anywhere from 6 to 12 hours. The carpet will only be damp to the touch. Depending on weather conditions, room temperature, air flow, and overall conditions this time can vary.
Should I have my carpet dry cleaned or steam cleaned?
Most major carpet manufacturers recommend truck-mounted hot water extraction as the preferred method. Hot-water extraction done properly by a certified trained technician removes more soil and spots than dry cleaning methods. If you have a situation that requires dry cleaning, Hernandez Carpet Cleaning is experienced in applying that method for you.
Does your cleaning process soak the backing of the carpet?
No, although our process rinses the carpet deep down, moisture does not penetrate the backing of the carpet. With our powerful truck-mounted equipment, your carpet is thoroughly rinsed, but left only damp to the touch.
Can you get the pet odor out of my carpet?
Pet odor is a very common problem. At Hernandez Carpet Cleaning, we can help you deal with your pet challenges. From minor problems to major headaches, we can help find the solution that works best for you. The problem with pet odor is that it can be much deeper than it first appears. Pet urine can easily soak through the backing of the carpet into the padding underneath. In more severe cases the urine can penetrate into the sub-floor beneath the padding. This creates a problem that is multi-layered. The urine also provides for the growth of bacteria. This in turn, contributes to a worsening of the odor problem and can contribute to permanent color loss of the carpet fiber. To eliminate this problem the urine must be removed or neutralized from each of the layers effected. If the contamination is limited to only the face yarn of the carpet then the cleaning itself may remove the odor. In most of the cases a urine neutralizer may be applied. In the most severe cases, replacement of the carpet padding, treatment of the under-side of the carpet and the sub-floor may be required. Even replacement of the carpet, however, cannot guarantee complete removal of the odor. Left untreated over a period of time, pet odor can become absorbed into many of the porous materials in your home. Draperies, sheet rock, upholstered furniture, base-boards, even the concrete foundation are just a few of the materials that can absorb these odors. At Hernandez Carpet Cleaning, we offer a range of solutions to help you with your pet odor problems. In the long run, it may be more a matter of proper maintenance instead of total elimination. After all, we love our pets and want to keep them as part of our family. Pet ownership adds to the challenge of maintaining a clean and healthy home and we can help you meet those challenges.
What does it mean to “clean to the standards”?
In 1992, representatives from the carpet manufacturing industry, the carpet cleaning industry, and the federal government all agreed upon a common set of standards for the carpet cleaning industry. These standards are now referred to as the CRI standards. Hernandez Carpet Cleaning offers these methods and can select the process that is right for your needs.
It was agreed that each of these cleaning processes should include these common steps: pre-vacuum, pre-treat spots, stains and heavily soiled areas, hot water extraction, a thorough rinse, complete drying within 24 hours. Cleaning your carpet in accordance to these industry standards will help assure that you will get a quality cleaning job. The Hernandez Carpet Cleaning “11 Step Carpet Cleaning Process” exceeds these specifications. In addition to these steps, the Hernandez Carpet Cleaning team has powerful truck-mounted equipment that reduces the drying time to only a few hours.
Is a protector applied to the carpet?
The application of protector is an additional service we offer. Most carpet manufacturers apply a protector to their carpets during manufacturing. With time, this added layer of protector could be worn down or removed by harsh cleaning chemicals. Your carpet’s ability to resist soiling and staining depends on the protector and would be reduced over time, allowing spots and spills to become stains (permanent).
Hernandez Carpet Cleaning uses Maxim Advanced protector in order to deliver the best levels of protection available. Please check with us for a quote to apply protector to your carpet or upholstery.
Do you clean area rugs in the home or do you take them to your shop?
We can clean some types of area rugs in your home as long as there are not biological issues in the rug (such as urine, blood, feces or vomit) and there is an appropriate surface to clean them on. For example we would not want to clean an area rug on top of your beautiful hardwood floors. Please check with us the available options for your rug cleaning needs; we will also be happy to provide you with a quote.
What should I do before Hernandez Carpet Cleaning arrives for my appointment?
We ask that you thoroughly vacuum the areas that we will be cleaning and also that you move the furniture that you want moved. In some special situations we offer furniture moving for an extra fee but we do not move large or heavy furniture like pianos, entertainment centers, bookcases, large beds or other similarly heavy items. We also do not move electronics (TV 's, game systems, computers, lamps, etc.)
Is there a cancelation fee if I have to cancel my appointment?
No. We understand life is busy and unexpected things can change your schedule. If you need to reschedule, please call us to help you select another option. We greatly appreciate you giving us as much notice as possible (preferably a few days) so that we can adjust our schedule to accommodate the change.
Do I have to be home for the cleaning?
While we prefer that you or someone of accountable age be home during your appointment, it is not required. We do appreciate having someone there to confirm the areas that will be cleaned, discuss options and address any concerns we may find during the inspection or service.
All of our technicians are employees, not sub-contractors and we are fully insured. Normally we collect payment once the service has been completed so if you are not going to be home, please make arrangements with our customer service representative about the payment and also about gaining access to the property (keys, codes and how we lock up when we are done).