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Upholstery Cleaning reviews in Hugo

  • C
    Professional Carpet & Upholstery Cleaners Inc
    I first contacted Professional Upholstery Cleaning April 24th 2014 to inquire about cleaning a set of chenille sofas. I spoke with Dan (the owner) about what Professional can do to clean a "S" coded fabric on these sofas. Dave talked to me about the various cleaning codes and how manufacturers put these labels on them for a reference, but more than likely they could be cleaned using a water/steam extraction like many other fabrics. However, I was sure to mention to Dan over the phone that I had another company (Sebastian's Carpet & Upholstery) look at the sofas and was told they would not be able to clean them due to the fact that they must be cleaned with a dry cleaning solution. Dan assured me that Dave (his best employee) knew the in's and out's of fabric care, and explained that he has over 17 years of experience. He also mentioned that the company has cleaned over 100,000 pieces of upholstery. I set up the appointment for Monday April 28th. Dave and his helper showed up on time for the scheduled appointment. Prior to my appointment, I stopped by a Henredon dealer (the sofa manufacturer) to inquire more about the fabric care and obtain a fabric swatch for reference. I showed Dave and his worker the two sofas, which were moved to a newly finished basement from a storage unit and pointed out a few areas where the sofas needed to be cleaned. I was sure to give Dave the fabric content sheet, fabric swatch, and recommended cleaning sheet for his review and left it on a console table near the two sofas. Dave assured me that the fabric cleaning code that manufacturers give is for reference and the reason why it was coded "S" is because manufacturers do not want consumers attempting to clean the sofas themselves. The care label on these sofas is highlighted in bold "Professional cleaning recommended" and I trusted that Dave and his company knew what they were doing based on the many positive reviews on Angies List.
    I had Dave start with one sofa, to see how it would turn out, and asked that he show me the piece before cleaning the second sofa. Once clean, I noticed that the sofa had significant "streaks" in the fabric and it looked quite a bit different from the matching sofa which had yet to be cleaned. Dave explained that the streaks will go away once the sofa is dry, and recommended that I put a fan on the sofa to help speed up the drying. Despite the significant change in color and streaks, I trusted what Dave said, but asked to wait on the second sofa to be sure that it turns out as expected. The total for the cleaning was about $220, which I thought was competitive based on the other reviews. Later that night, I went to check on the sofa after leaving three fans blowing on it to make sure it dried. When I went downstairs I was shocked to feel that the sofa, while dry to the touch, still had the streaks and had a significant change in color. I immediately emailed Dan (the owner) with pictures of both sofas, and an explanation of what had happened. Dan called me in the morning to schedule a follow up and said Dave can fix those streaks. Dan explained that this was not uncommon, and could be easily taken care of. I set up another appointment for Thursday 5/1. In the meantime, I called several companies, including the sofa manufacturer Henredon to inquire about what was done. Everyone I talked with gave me the same answer, the fabric should have never been cleaned with water - there is a reason why it was labeled with an "S" cleaning code. I continued to do research, and found several articles talking about rayon chenille, the main fiber in the upholstery, and learned that this manmade fiber is so delicate, that when touched with water it is irreversibly damaged. The sheen of the fabric changes, and the fabric becomes "directional" meaning that if you move the fibers one way it will look like a completely different color than if you were to do the same in opposite direction. At this point I called Dan again, and wanted to find out what Dave would be doing differently the second time around that was going to fix the damaged sofa. Dan explained that he (and I) need to trust Dave, as he has the experience and would make it right. He said that Dave has horsehair brushes that could be used, in addition to other techniques that would help. I explained to Dan that these sofas were custom made and were purchased for nearly $7,000 each in the fall of 2011.
    Thursday's appointment came, and Dave called me about 20 minutes before our scheduled time and said he would be running a bit late. I said that's fine and appreciated his call. He told me that after talking with another upholstery cleaner, using steam would correct the streaks and color change so he was going to stop at Target and buy a fabric steamer. I offered Dave the use of my upholstery steamer, but asked what good adding more water to the fabric would do. Dave said the same thing, that the steam would help correct the streaks and would fix the "directional" problem. He spent about an hour steaming and brushing the sofa, and had me take a look at it. While it was an improvement from what it had looked like before, I still noticed that the fabric was shiny and if you were to brush it the fabric in a different direction, it still changed color. The biggest area of concern was both arms on the sofa, Dave said that he was unable to get those to match the rest of the fabric with steam and would need to follow up. Still Dave understood what I was talking about, and he even told me that he could see the difference between both sofas. He said to let the sofa dry once again, and see how it turns out. As for the arms, he said that he was going to follow up with the other upholstery cleaner and see if there is a dye that could be used to lighten the fabric color. Dave said he would call me in the morning with an answer, but never did. 
    Still, after the sofa dried, it looked quite a bit different compared to the matching sofa. Just as before, I documented this with photos. I called Dan and left him a message explaining the results. I also sent him an email with the photos of the sofa after  it had been steamed and included a few of the other sofa to make sure he could see the difference. Dan did not reply via email or phone call. I waited until about 6:00 on 5/5 and decided to give him a call. Dan answered and explained that he has called his insurance company and he will get in touch with me once he knows more. Then, on Thursday 5/8 his insurance company called and wanted to talk about the damage. I spent about 30 minutes on the phone with Stacy explaining everything from the first call to where things were at with Dan. I made sure to send in the photos I had taken throughout to help her understand where I was coming from. Stacy was fairly quick to respond and wanted to settle the claim. However, I had to argue with their company policy of a depreciation in value of 10% per year. While that may seem reasonable on a sofa that costs $600 or so dollars, the new cost for my exact sofa is $7842.00 (less 30% in depreciation is $5489.00). After looking at photos of the second sofa and showing her that I take very good care of it, Stacy agreed and we settled on a depreciation value of 5%. 

    I received a phone call from Dan a few weeks later to follow up on how things ended, and Dan mentioned he wanted to make things right. I could tell that he took my concerns very seriously and I was surprised in his efforts to work with me for the remaining loss. His customer service efforts certainly changed how I feel about his company and the way things were handled. For these reasons I have changed my scores on Angie's List and would be more likely to recommend Professional.
    - Eric C.
  • A
    Top Dog Cleaning Crew
    I was very pleased with the couches. We were ready to throw one away due to the pet urine odor, which was successfully removed.
    - Bonnie E.
  • A
    Top Dog Cleaning Crew
    It was wonderful, He was very professional, explained the process, friendly, and went right to work. He did a wonderful job. I would so call him back again.
    - Mary Ann L.
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Upholstery Cleaners in Hugo

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