[Paul Moss]

I cleaned a mushroom colour 3 piece Draylon  suite in sept 2015, in oct 2016 the customer phoned to say the suite had gone pink in areas , there where lines in the fabric and the pipping on some cushions had scrunched up. The upholster that reupholstered the suite at £3800 cost , visited the customer with the rep from the company who supplies him the fabric, their conclusion was damage from cleaning and told the customer to claim off me.

[Raymondo]

They will blame someone else just past the buck.

Did you clean it in sept 2015 but she only complained in Oct 2016 14 months later. A lot can happen to a sofa in 14 months.

It can change colour by sweat.

Some of the fabric used to cover upholstery is not fit for the purpose and this problem will never be solved until all fabrics before use are tested for cleaning before being allowed to be used.

[CleanerCarpets]

how can it be a claim so long on from the clean you did? they could of done anything in that time - even had it cleaned again or tried to do it themselves

[Paul Moss]

I told them cleaning has not done this. How would you go forward I this situation.

[Mike Halliday]

What qualifications does the rep from the fabric company have to make that judgment ? Is he a sales rep? Or a fabric technologist ? What test have been carried out to determine their conclusion? Or is it just 'an opinion '

what investigation have they done to try and find other possible reason for the discolouration, I bet none..... they have taken the first ( and easiest )conclusion presented to them.

Ask for all documentation of their extensive tests so your experts can evaluate the finding.

[CleanerCarpets]

I'd first speak to my insurance company - take some advice from them and obviously not pass any insurance details onto the customer at this point. I am sure they will agree that after this period of time they will not be able to prove its your fault. I think its inevitable you aren't going to satisfy the customer on this one without replacing the suite so be prepared for them to be unhappy. You know what you did with the clean, if you know it was all done safely you have to stand your ground - if we cause problems they certainly don't take over a year to show!

[Shaun_Ashmore]

I would contact your insurance company to inform them you'll find out more from them and if they the claimant is eligible after 14 months.

[Mike Halliday]

I wouldn't involve or inform my insurance company, I would totally deny any responsibility and stick to my guns. let them know you find the situation ridiculous and refuse to engage in any discussion on the matter.  Politely telling them to go make love to themselves

[Craigp]

I agree with Mike, stand your ground that your cleaning has not caused this, I mean over a year after you cleaned it!?

Tell them your position and stand by it.

This is absurd.

If it were to go pink from cleaning it would be straight away upon drying. They need to go back to the upholsterer. 

[davep]

It's a joke.  Did you get a call to rectify the problem?   Tell 'Em to stroll on.

[Paul Moss]

The cushions where sent off for anyalsis and the report came back with the flock being not fit for purpose and cleaning could not have caused any of the issues found 😀

[Kinver_Clean]

Something to bear in mind -

If you make enquiries and ask advice from your insurer they can, and probably will, treat it as a claim and you will find your premium rocket next year.

[Derek_Walker]

Who were the cushions sent off to for analysis Paul, it may help others in that situation in the future.

[Elfyn]

I'm 100% with Mike H on this. Stick to your guns - you're being used as a convenient scapegoat on this.

[Tibi N.]

9 out of 10 clients usually don't tell the truth, some whould lie, some will simply don't tell you what actually happened when you ask. Regardeless off the issue : who tried what on stains, they lie also about the size of the job, etc

[MarkSutcliffe]

Have they apologised?

[Neil Jones]

I don't think an apology is absolutely necessary. If it was me I would but only to be polite. TBF to the customer they have been told off someone they probably thought had more knowledge that is was the carpet cleaners fault, so they have to ask don't they?