By Terry Weinheimer, The Weinheimer Group LLC

Manufacturing

• Latent Problems are those that become apparent only after the floor covering has been installed for a period of time.

• Visual Problems are those that are readily visible and should be seen prior to or at the time of installation.

Consumer

• Normal appearance change for the carpet style, care and usage.
• Improper maintenance.
• Animal Damage
• Abuse

Installation

• Installation error
• Improper installation of carpet or cushion
• Improper installation products
• Not following the proper inspection and claims procedures.

Specification

• Improper selection or specification of carpet and cushion.
• Improper installation products
• Not following the proper inspection and claims procedures.

The Carpet and Rug Institute Carpet Claims Manual, states on page 5, Guideline 4, “No claims will be considered on carpet, which has been installed with visible defects. Dealers are responsible for checking all merchandise for correct style, color, dye lot, and any other visible defects before cutting and installing.”

Some carpet leaves the manufacturer with visual defects that are so blatant that it is obvious that proper inspection procedure was not being followed.

A lot of carpet also leaves the manufacturer with defects that are difficult to see until the carpet is rolled out in lighting conditions different then those of the production line. Visual manufacturing defects belong to the manufacturer prior to installation of the carpet.

When a carpet is installed with a visible defect, the dealer and/or the installer can be held responsible for the repair or replacement of the carpet. Do not make a manufacturer problem yours!

Manufacturers want to know about problems so that a prompt correction can be made at a reasonable cost. When a defective carpet is installed it becomes much more expensive to correct or replace at the later date. The dealer and installer must follow the proper procedure for reporting problems unless they wish to own them as their own.

Dealer and Installer Protection

Dealer and installer protection comes through the careful inspection of the product before it is installed and stopping an installation until the manufacturer is notified when a defect is found. Unfortunately many dealers are placing this responsibility upon the installer alone without properly informing, training and compensating them. Nonetheless, any installer that installs a carpet with visible defects may be inheriting some one else’s problem.

What if the carpet was cut before the problem was found?

Even though the CRI claims manual states that “No claims will be considered on carpet, which has been installed with visible defects.” manufacturers do understand that problems such as sidematch may not show up until after the product is cut. If this occurs the installer must immediately pick up the phone and call the dealer so that the manufacturer can be contacted. This gives the manufacturer the opportunity to furnish a full or partial replacement on a rapid basis and it protects both the installer and the dealer.

What happens if the installer decides on his own to install a defective product?

Too often during inspections the consumer states, “the installer pointed out the problem but went ahead with the job so that a days work would not be lost”. The installer may not have lost that days work, but just might have to work many extra days in the future to pay for the replacement carpet.

What about Correcting the Problem Before Installing?

If the installer can work around the problem area or make a proper correction to the defective area the installation can continue. This keeps the installer from loosing a day’s work and saves the expense of replacement. Many manufacturers will reimburse the installer a reasonable fee for the time they spend correcting a manufacturer defect to save the carpet. To assure payment for the correction it is always a good idea to save the defective area and contact the manufacturer first unless standing arrangements have been worked out in advance.

The Wise Installer and Dealer

Another common statement heard from consumers during an inspection is, “the installer saw a problem and called the dealer and the dealer instructed the installer to go ahead with the installation”. This was a wise installer, by following the proper procedure the problem was transferred to the dealer and if the dealer was wise, authorization to proceed was obtained from the manufacturer, placing the problem where it originally belonged.

You Need to Protect Yourself

The Carpet and Rug Institute, Carpet Claims Manual sets out a policy for handling claims. Carpet manufacturers subscribe to the standards sit fourth in this manual. Every individual involved in the marketing, installing or servicing of carpet should order a copy from CRI if they haven’t already done so. At the same time they need to order copies of the Standards for Installation of “Commercial” and “Residential” floor coverings which are known as CRI 104 and CRI 105. The Carpet and Rug Institute can be contacted in Dalton, Georgia at 706-278-3176.

Manufacturer Inserts

Inserts are placed in rolls of carpet that are intended to warn the dealer and installer. The inserts not only protect the manufacturer but also assist the installer by providing a notice that can be shown to the consumer when a problem is found. These inserts make statements such as:

Specifications are derived from averages resulting from normal manufacturing tolerances in yarn, fiber, temperature, and humidity and may vary within normal industry tolerances. Performance is not affected by such variances. Variance may be up to seven percent, plus or minus. Quality control test to accept or reject goods must be performed prior to cutting and installation.

In future articles we will discuss identification of visual defects and installation problems. We will also suggest ways in which many problems may be corrected to the consumer’s satisfaction.

As in the example below, a carpet manufacturer may issue a set of claims policies that covers what they will and will not do. These policies are usually based on the Carpet and Rug Institute Claims Guidelines.

Residential Claims Policies & Procedures

• Claims are accepted for consideration only on carpet, which is graded and sold as first quality.
• Fiber company warranties take precedence over manufacturers warranties and should be submitted directly to them.
• The dealer is responsible for inspecting the carpet prior to our consideration of any claim.
• Claims will not be honored for carpet cut or installed with visible defects.
• Claims will not be honored for carpet damaged by improper installation. CRI 105 is our minimum standard.
• Claims will not be honored for carpet damaged by improper maintenance or improper cleaning, misuse, or abuse.
• Claims for merchandise shipped F.O.B. that is lost or damaged while in transit must be filed with the carrier.
• Claims will not be honored for matting, crushing or soiling nor will claims be honored for fading unless specifically warranted for the product. These are not manufacturing defects.
• Claims will not be honored for slight color or texture variation between runs and samples.
• The manufacturers claim liability shall in no case exceed the actual dealer cost of the carpet.
• Labor charges will not be honored in connection with the settlement of any claim unless specifically warranted for the product. The manufacture will not be responsible for related charges such as furniture moving, trip charges, and delivery delays. Etc.
• Claims will not be honored for pile reversal, pooling, and shading or “water marking”. These are construction characteristics of tufted carpet and are not manufacturing defects.
• Claims for manufacturing defects will be honored for a period of one (1) year after installation.
• Claims will not be honored for lightweight if within 7% of tufting specifications. This is consistent with industry practices and conforms to FHA/HUD requirements.
• Independent inspections will be ordered whenever possible to evaluate where a manufacturing defect is present when a claim is submitted. The cost of the inspection will be billed to the dealer if no manufacturing defect is found.
• The manufacturer must authorize returns in writing. Return authorizations are valid for 30 days. Goods returned must be properly wrapped and returned by carriers specified by the manufacturer. We reserve the right to charge back to dealer for differences in returns by unspecified carrier if the return freight rate is higher.
• A 20% restocking fee, plus freight, will be charged on all carpet returned that is found not to be defective.
• A 20% restocking fee, plus freight, will be charged on all accommodation returns. Accommodation returns will not be accepted for carpet less than 21 ft.
• Cancellation Policy – A cancellation number is system-assigned if an order is canceled prior to shipment. Merchandise that is refused or returned without evidence of being canceled is subject to a 20% restocking fee plus freight.
• Cut orders, special orders, etc. are not subject to cancellation.
• Claims on residential carpet installed in commercial application will not be honored unless specifically warranted for that product.
• All residential carpet must be installed over pad. The carpet manufacturer recommends a minimum 6.0-lb. Not more than 7/16″. We recommend 3/8″ on Berber.
• All consumer claims must be filed through the dealer.
• The Customer Relations Department must authorize final disposition of all claims.

The major fiber used in carpet is nylon, which represents nearly 2/3 of the market. Polypropylene, polyester, wool, and some acrylic and cotton fiber are also used to produce carpet.

• In 1950 industry shipments were 97 million square yards (8.730 billion square feet). By 1998 the figure had increased to 16.497 billion square feet) or $10.85 billion at mill level. In the year 2005 the industry reported a modest but steady increase of 2.057 billion square yards (18.5 billion square feet) or $13.9 billion at the mill level.
• Market Share 1998 and 2005

• Nylon 59.4% / 62.3%
• Olefin 33.4% / 31.5%
• Polyester 6.8% / 5.8%
• Wool .4% / .4%

RBI International Carpet Consultants semiannual “comprehensive resource of carpet styles,” This semi annual report list new introductions. (1998)

• Nylon 60% of residential and 74% of commercial introductions.

• Olefin 21% of all new styles.

• Olefin/nylon blends 8% of all new styles.

• 52% of residential carpets cut pile

• 50% on new residential is solid colors.

• Majority of new commercial styles is loop pile.

• 33% of new commercial have definite patterns

• 26% of new commercial have random multi-color patterns.

• 18% of new commercial is heather or tweed

Carpet and Rug Institute

With all cleaning methods a wall to wall carpet needs to be thoroughly vacuumed prior to cleaning to remove any heavy soil such as silicates (the primary constituent of soil), without this pre-vacuuming, dirt and sand are forced to the backing of the carpet.

Absorbent Powder / Dry Extraction CleaningAn absorbent granular material that has been incorporated into a mixture of detergent, solvent and water is brushed into the carpet pile with a machine incorporating a double cylindrical brush. Once the material has dried the carpet is vacuumed to remove the powder and the soil that it has captured. The best use for the absorbent powder cleaning method is the commercial installation where they clean regularly and require quick drying.

Bonnet/Spin Pad

This method in appearance is similar to the rotary shampoo method. The machine used is essentially the same. A detergent is usually sprayed onto the carpet. A rotating absorbent pad spins and agitates the carpet fibers as the soil is collected into the pad. This is not a preferred method for cut pile carpet for like the rotary shampoo method it can cause untwisting of the face pile. While this method is reasonably quick drying it must be done more often as it is more of a surface cleaning. The best use for cylindrical foam cleaning is the commercial installation where they clean regularly and require quick drying.

Cylindrical Foam Shampoo

The cylindrical foam method uses a machine with an air compressor that whips the shampoo solution into heavy foam. The foam is brushed into the carpet with a cylindrical brush. Once the carpet has dried it is vacuumed to remove the shampoo and the particles that have theoretically bonded to it. Not all of the shampoo and soil is actually captured but instead much of it is forced deeper into the pile. While this method is reasonably quick drying it must be done more often as it is more of a surface cleaning. The best use for cylindrical foam cleaning is the commercial installation where they clean regularly and require quick drying.

Rotary Shampoo

The Rotary shampoo method uses chemicals similar to those used with cylindrical foam. The rotary floor machine usually has an attached solution tank for the shampoo solution. The diluted solution is fed through a tub to a “shower-feed” where it is applied to the carpet. While the shampoo is being applied a round brush on the machine is scrubbing the carpet. This shampoo method uses more moisture than the cylindrical brush method. The rotary shampoo method is not recommended for use on cut pile carpet as it can cause untwisting of the face pile.

Steam Cleaning or Hot Water Extraction

With this method a non-foaming detergent is injected into the carpet fibers and is almost simultaneously vacuumed out of the carpet taking the dirt and soil with it. The extraction method when performed a skilled technician and quality chemicals will leave very residue to attract to soil. In the hands of an unskilled person the carpet can be over-wet.

Beware of companies that solicit business over the telephone, or offer cheap prices through mailers, newspaper and other media.

Check references by asking friends who they have used and been happy with.

Ask the store you bought the carpet from or another local retailer for names of reliable cleaning companies.

Call the Institute of Inspection, Cleaning and Restoration Certification for names of certified companies in your area. That number for the computerized referral directory is (800) 835-4624. or IICRC on line.

Regardless if the company is recommended or certified it is always a good idea to check references from more than one source.

Have a representative of the cleaning firm visit your home and inspect the carpet for cleaning. Insist on a written estimate in advance of the job. Have the representative list the steps they are going to take and services that are include so that you can compare estimates. If large pieces of furniture such as beds, dressers, hutches and entertainment systems are to be moved, have it listed on the estimate.

Warning! Many cleaning companies quote a low price in the newspaper or on the phone. When they arrive at the house they add on a variety of services, many of which should have been included to begin with. E.g., spot removal, preconditioning, deep cleaning, triple processes, pile setting, vacuuming, sanitizing, etc. They charge and additional fee for each of the additional services and in most cases you are paying more for a poor job than you would have paid to the quality company who appeared more expensive in the beginning.

A carpet will not look good unless it is properly maintained. Good maintenance is not difficult but will require a small amount of effort on your part.

Vacuum deeply and frequently at least once or twice a week. As floor covering inspectors we go into homes where people often claim to vacuum several times per week and even more often and perhaps they do. Upon inspection we find many of these carpets full of fiber-damaging abrasive soil that has not been vacuumed out. A person that is vacuuming frequently and not getting the soil out is not vacuuming properly or is using an inefficient vacuum. Thorough vacuuming requires two or three, slow, methodical passes of the vacuum head to remove that embedded soil. In the higher traffic areas and in areas such as an entrance or next to a hard surface floor covering such ceramic, laminate or vinyl, take extra passes. A once-a-week thorough vacuuming such as this will do more good than the daily quick over. CRI Vacuum Cleaner Testing Program.

Frequent cleaning is a must. The Carpet and Rug Institute recommends deep cleaning every 12 to 18 months. Various carpet and fiber manufacturers have minimum recommendations of their own and you must be familiar with these for the carpet that you purchase. A carpet with an active family and pets will usually require more frequent cleaning than one with an adult couple and no pets. Remember that the longer a dirt or stain is there the harder it can be to get out.

If you have a spot that will not come out, call the Carpet and Rug Institutes toll-free information line for assistance. The CRI can be reached at 1-800-882-8846 or CRI on line

Carpet and Rug Institute, cleaning, CRI, fiber damage, spot cleaning, vacuum, vacuuming carpet, wear

By Terry Weinheimer

Often a dealer will receive a call from a consumer that they sold carpet to less than a year or two ago.  The caller is terribly upset because the expensive new carpet is changing from its light color to a dark color along the walls at the edge of the steps on the stairs and under some of the doors. The dealer goes out and looks at the carpet and sure enough it is getting dark around the perimeter of the room.  Usually there is what looks like dark bands along some walls. Sometimes there will also be what appears as claw marks, small round dark circular areas and some larger dark circular areas.  Thinking that something indeed is wrong with the carpet they will often contact a company like The Weinheimer Group certified floor covering inspectors.

At the job-site the inspector lifts the edge of the carpet along a darkened area. The edge he is lifting is tucked between the tackless strip and the wall so it is protected from exposure.  When the carpet is up he observes that its edge has become anywhere from light gray to black.  While the carpet is up the inspector also notes that along the dark edge either the subfloor or wall or both have gaps that allow air to pass through. 

The inspector moves on to the stairs where the carpet is turning dark along the edges. Lifting the carpet at a darkened edge he observes a gap between the step and the wall.

Checking the interior doors of a room it is noted that under some of them the carpet is very dark. When the door is opened the dark area is seen as almost a perfect band.

The inspector moves on to the window areas and observes that the carpet has become dark under the floor length draperies and the dark areas oddly enough are in the same shape as the pleats.  In another room the inspector notices that the carpet has turned dark under the vertical blinds that go almost directly to the floor and in this area the marks are in the shape of the blind slats.

After making the above observations, the inspector determines that what we are dealing with is filtration soiling. 

What is filtration soiling?

Filtration soiling occurs when the carpet performing as a filter, absorbs oily atmospheric pollutants out of the air. Carpet fiber makes a great filter and this is an advantage for holding pollutants that can be vacuumed out but unfortunately the oily type soil holds on to the carpet fiber like a magnet.

Why does filtration soiling occur? 

The air of most building’s have many atmospheric pollutants, much of these contaminants are composed of carbon and other non-soluble materials, such as smoke, cooking oils, gas fumes and dust.  Some of the pollutants are created within the structure and others come from outside sources such as industry, vehicles, machinery, and natural sources.  These contaminants flow over, under and through the carpet.  They come up through open areas between the floor and the cell plate, under the baseboards or at the space between edge of the stairs and the wall.  Contaminants in the air also pass under the draperies and doors and down walls, drapes, etc.  Carpet being the great filter that it is, absorbs these oily soil contaminants and thus the fibers become dark, just as the filter in a furnace becomes dark over time if it is not regularly cleaned or replaced.

Why are small, dark round or claw -like areas sometimes seen on the carpet?

When air flows under the carpet through cracks in a concrete floor or openings in the wood floor. It escapes by passing up through the back of the carpet at the small holes that develop during installation from the sharp pins on the power stretcher or knee kicker head. These holes are not due to installation error but a necessary result of stretching the carpet.  As the contaminants pass through these holes this results in the round dark spots, or sometimes claw-like areas on the surface of the pile near the perimeter of the room.

Why does filtration soiling affect light colored carpet?

In actuality it affects any color of carpet.  Since filtration soil is dark it is easiest to see on a light colored carpet.

What type of structures is affected?

Filtration soiling can occur in almost any type of structure.  Some of the more common occurrences are in rooms without return air vents where the air and its contaminants must escape someplace and it is often under a door.  Frequent examples of these are:

• Rooms that have a HVAC supply vent but no return.
• Rooms with electric wall or ceiling heat.
• Rooms heated with wood or pellet stoves.

The well-sealed house or other structure is an example we have seen more and more of over the past several years.  This increase has come about with the government mandated increased requirements as it pertains to insulation.  In these well-sealed structures, the return air must come from somewhere, or a vacuum is formed by the suction of the return air resulting in the filtration of the contaminants.

Is filtration soiling a construction-related problem?

Filtration soiling does not occur with every structure.  While the type of structure may play a key roll as to where it is going to occur, it would not be fair to state that it is strictly a construction-related problem. Filtration soiling is a natural condition that occurs when return air is restricted by effective insulation and an ineffective return air supply.

How do you remove filtration soil?

Filtration soil is difficult to remove and if it is very dark, the most you can generally hope for is an improvement in appearance. When dealing with this dark, oily discoloration’s you are challenged with a blend of many pollutants, of varying particle sizes.

Cleaning of filtration marks is not a one step process.  The cleaning will require a solvent to attack the oily substance, detergent to attack soil, a lot of agitation, plenty of dwell time for the chemicals to work and a thorough very-hot water extraction. This type of cleaning is not done standing up with a cleaning wand.  You will be working face to face with the carpet if you expect any type of cleaning results.

• First vacuum the area thoroughly with a crevice tool or hose cuff to remove the dry soil. The more thorough the vacuuming now the better your later results will be.
• After vacuuming, mix a high-pH pre-spray containing a built-in solvent as part of the ingredient and spray the dark area. (The pre-spray may work better if it is hot.)
• When you apply the pre-spray, do not over-wet, as you only want to wet about the top one-third of the yarn.
• Once you have sprayed the area use a tamping brush (type of spotting brush) to tamp in the solvents. The tamping will move the pre-spray further down the tuft length without over-wetting the fiber shaft along with adding needed agitation to help break the soil loose. The job of the solvent in the pre-spray is to dissolve and oxidizes the oily soil that it encapsulates.
• With carpet shampoo, scrub the area and wait about twenty minutes (dwell time) before proceeding.
• Thoroughly extract the area with very hot water. Extract thoroughly to reduce the amount of wicking (soil moving back to the surface as wet seeks dry). After all of this the area will likely still be discolored but look much better.

How do I prevent filtration soiling?

Cleaning the filtration soiling will help only temporarily if something is not done to prevent it from happening again. An alternate source of fresh air for the return air must be

Found. While some experts claim that one way to prevent or reduce filtration soiling is to remove part of the insulation or weather stripping, I do not consider this a practical solution. Another way to prevent or reduce filtration soiling is to leave a window cracked so that return air will be drawn through the window instead of from under the base plate or through the wall. Since every structure is different, it is recommended that a heating and air-conditioning expert be contacted for their recommendation.

For further information regarding filtration soil or other floor-covering problem, please feel free to contact either Terry or Kevin Weinheimer at “The Weinheimer Group LLC“.