Hernandez Carpet Cleaning Frequently Asked Questions & Tips

Payment is DUE on the day of the service for Residential and Commercial Accounts. We accept ALL major Credit/Debit Cards, Checks, and Money Orders. If a check is returned, a $35 Return Bank Fee will be applied. Property management companies interested in establishing an account with Hernandez Carpet Cleaning can request an application by emailing info@hernandezcarpetcleaning.com.

For vacant homes, we collect payment after the pre-inspection and before the start of the service. Please be prepared with payment.

When we receive proper notice, there are no cancellation fees. We prefer a 48-hour notice, when possible. However, if we advise you that the technician is ready to head your way and you confirm that you are indeed ready to receive the service, but then cancel when we arrive (or when we are on the way), then there will be a $60 a Dispatch fee applied. The Dispatch Fee is $60. This is non-refundable.

Prices discussed over the phone are estimates and subject to change after the technician's onsite detailed quote. If you agree, the technician will immediately proceed with the service.

We do our best to ask detailed questions to provide you with a free estimated rate over the phone. However, our technicians confirm the Final Price on the day of service in the pre-inspection. If you agree and accept the quoted price, then the technician will proceed with service immediately.

A $60 service call fee applies if the service is cancelled without proper notice.
The same $60 service call fee applies if the service is declined or the appointment converts into an estimate.

Also, we have a minimum fee charge of $150 for most services. To get the best value, we recommend including more areas in your service. If services are removed, the minimum charge of $150 will still apply.

Financing is available for services over $500. If you are interested, please request an application from Hernandez.

At Hernandez, we strive to be as detailed as possible and answer any questions you may have about what all is included in our Services. If you received an estimate over email or text and decline to call prior to the Service, we will assume that all of our procedures are understood and approved.

We operate in 3-hour windows. We may arrive anytime within the scheduled window. Time frames are subject to change to ensure top-quality service. We will notify you in advance.

A Business Day Prior: We will call to confirm the appointment.
20 Minutes Prior: We will call to confirm that you are ready for the service.

It is important that you do answer and or respond, otherwise, your appointment will be canceled and will require rescheduling.

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).

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 with 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!

Yes, we are registered with the Better Business Bureau of North Carolina, as well as other industry organizations.

Yes

Most of the carpet cleaning provided is done with the “truck-mounted hot water extraction” method better known as steam cleaning. We also provide the dry cleaning method (encapsulation) upon request.

Excel dry time of your carpet and/or furniture by following these helpful tips: turn up your thermostat during cold seasons, due to high humidity in warm seasons "Do NOT open windows", rather turn on Ceiling fans and/or AC, allowing at least 12 to 24 hours dry time. Do NOT walk on the carpet with street shoes during the first 12 Hrs.

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.

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.

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 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, sheetrock, upholstered furniture, baseboards, 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.

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.

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.

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.

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!

We use only the highest quality, safest cleaning solutions on the market.