Carpet Care Quandaries

When it comes to carpet care, most cleaning professionals, carpet cleaning techs, and building managers think of vacuuming, spotting, interim or quick cleaning, and restorative carpet cleaning using hot-water carpet extractors. While these are the most common carpet care needs, properly maintaining carpeting can actually be more complicated than simply cleaning. In fact, the causes behind some carpet issues have nothing to do with cleaning.

For instance, how many cleaning professionals have had customers re-arrange their furniture only to discover that the carpeted areas are marked with indentations caused by furniture? Similarly, many carpet cleaning technicians have cleaned the carpets in a large area—a hotel ballroom, for instance—only to receive a call from the customer a day or two later complaining that there are areas of the carpet that appear to have “never dried.” What can cleaning professionals and carpet techs do to handle these difficult issues?

Removing Dents in Carpets

The look and functionality of offices have evolved significantly over the past decades. Private offices were replaced in many offices with cubicles. Now cubicles appear to be on their way out as well. More and more office spaces are transferring to an “open design,” where everyone and everything is in plain view of one another.

Making this change often involves moving furniture, and one of the problems this can cause is carpet dents, where a large piece of furniture has left an indentation in the carpet. Sometimes, repeated vacuuming will help the carpet recover, and the dent will slowly disappear. But in many cases, clients ask cleaning professionals to help them remove these dents.

Often this problem can be corrected, and more easily than originally thought. However, some carpets (such as those made of olefin, polyester, or triexta fiber) may not have enough resiliency to spring back into shape. In these situations, the indentation may prove difficult, if not impossible, to remove.

One of the best ways to remove carpet indentations is with the application of steam. Steam is not harmful to carpets; in fact, it can fluff up and restore resiliency to some carpet fibers. The same type of steam system used to remove wrinkles from carpets can often generate enough steam to remove dents. An even better tool—because it can generate more steam—is the type of steamer normally used to remove wallpaper. These machines can typically be found online; some hardware stores also sell them. Another option is to rent one.

Whichever system is used, once the tool has warmed up and is producing ample amounts of steam, move it back and forth over the indentation. Then take a carpet groomer, also called a carpet rake, (or in a bind, a hairbrush can be used), and comb the problem area to get the carpet fibers to stand back up. The entire process may need to be repeated. To make the procedure faster and more effective, make sure the steamer has come to a full boil before use and allow the steam to penetrate the carpet for up to two minutes. This technique works best on carpets constructed with high-resiliency materials, such as nylon and wool.

If Problems Persist

If large or heavy pieces of furniture have been moved, especially those that have been in the same spot for many years, removing the dent can be more difficult, but still not impossible. The problem area should be vacuumed to ensure all dry soils have been removed. The carpet should then be cleaned using a professional-grade carpet extractor (a truckmount system or, where a this is unfeasible, a high-performance, heated portable extractor).

Truckmounts generally have higher pressure (measured in pounds per square inch, or psi) than portable models, which can help to pull the carpet nap up and remove indentations. A heated extractor can also prove effective because hot water of approximately 212°F at the wand tip helps to restore the carpet’s resiliency and remove indentations. The process should be followed by using a groomer.

Carpet “Never Dried” Dilemma

Several years ago, a British homeowner had her carpets cleaned, and was initially quite happy with the results. However, a few days later, she noticed her carpet had large, dark patches where it looked as if the carpet was still wet. Unhappy with her carpet cleaning technician’s explanations, or lack thereof, she called in a carpet inspector from the UK’s National Carpet Cleaning Association.

The inspector believed he knew what was causing the problem; however, he visited the site to be sure. After carrying out some tests to verify his suspicions, he explained that what was happening is a phenomenon known as “carpet reversal.”

“I was able to point out to the client that these dark patches [were noticeable”> depending on where you were standing in the room,” said the inspector. “I explained the phenomenon to the client, and she said, ‘Why didn’t the carpet cleaner explain this to me?'” It is quite possible that the carpet cleaning technician really did not know what was causing the problem.

Carpet reversal, otherwise known as shading, watermarking, or pooling, can occur with certain types of cut-pile carpeting. It is actually quite normal, but since it often shows up after carpet extraction, it regularly results in customer complaints. This can leave technicians defensive as they struggle to explain that they did not cause the problem.

Carpet reversal is caused by relatively slight changes in how a carpet’s pile lays on the floor, usually after extraction or other type of cleaning. Depending on lighting, carpet fibers in relatively large areas now lie in one direction, toward the observer, causing them to look darker than those in other areas. Conversely, some carpet fibers, again in relatively large areas, are now lying away from the observer, causing them to look lighter.

While carpet reversal can happen anywhere, it tends to be more noticeable in large areas. And although this issue can occur after carpet extraction, it can also be caused by foot traffic. For instance, a heavily trafficked carpeted hallway that turns to the left may cause carpet pile to lay to the right, making it look darker or lighter depending on light conditions.

In some cases, changes to the way a carpet’s pile lays are temporary and may even correct themselves over time. Carpet reversal can also sometimes be eliminated with vacuuming or use of a carpet rake. If those methods do not work, technicians can try re-extracting the area. Once again, using a heated extractor with high psi will make this technique more effective.

Theories about Carpet Reversal

While the cause of carpet indentations is obvious, this is certainly not the case with carpet reversal. There are, however, several theories as to the cause, some have scientific evidence to back them up; others do not. These theories include:

• Static electricity. Most experts agree that while this may be related to the problem, it is not the actual cause.
• Electromagnetic fields. There is little or no evidence to back up this theory.
• HVAC. Carpeting located near air registers often appears darker or lighter than other areas, but there is no solid evidence that this causes carpet reversal.
• Subfloor irregularities. This theory does have some merit; however, carpet reversal has also occurred in locations where the subfloor is smooth and even.

What is not theory, however, is the best way for technicians to avoid angry calls from customers about the issue: Cleaning professionals should explain beforehand that carpet reversal is a possibility, that there is no specific reason why it happens, and that it is not the fault of the technician or the cleaning method used.

Mark Cuddy, a veteran of the professional carpet cleaning industry, is now national sales manager for U.S. Products. He may be reached through the company’s web site www.usproducts.com.