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Frequently Asked Questions

Family Carpet & Upholstery Cleaning van on site at a client's home
  • Do I need to do anything to prepare my home before you arrive?
    The short answer is yes! Here are some things we request you do before we arrive for your service appointment: • Please vacuum within 24-48 hours before we arrive. This allows our professional machines to do a better job cleaning the debris regular vacuums miss. • Please remove or secure any knick-knacks, breakables, collectibles, vases, lamps, pictures and plants out of the areas we’ll be cleaning before we arrive. • Please remove any children's or pet's toys/items off the areas we will be cleanings before we arrive. • Please remove any small furniture items, such as dining chairs, ottomans or small end tables out of the areas we will be cleaning before we arrive. • Please secure any floor-length draperies, curtains or bedskirts off the ground before we arrive. This ensures that your draperies do not come in direct contact with damp floors or upholstery. This is a general list and may not apply specifically to the service we are providing for you. If you are unsure, please contact us with any questions. We will be happy to clarify!
  • Is it ok if my family, pets or I am at home while you are cleaning?
    Short answer, of course! It's your home! But please note: to ensure the safety of everyone in your family and our technicians, please keep all people and pets away from the areas being cleaned during both the cleaning process and the drying process. Additionally, if there are children in the home, we require an adult over 18 years of age to be present at all times while we are cleaning your home.
  • Do you move furniture to clean under it?
    The short answer - no. Here's why: Our technicians are unable to move your electronics, pianos, china cabinets, sectional sofas, beds, entertainment centers, aquariums, and antique and fragile furniture. If you would like us to clean under certain items, please remove them from the area prior to our arrival. Alternatively, we can clean right up to the edge of them or under them if enough space is available for our professional machines. If you are unsure if your furniture falls into this situation, please contact us. We will be happy to let you know in advance.
  • Where do you park your van when you arrive to my home?
    Our hoses run from our van into your home. Because of this and if it is convenient for you, we appreciate being able to park our service van outdoors as close to the door in your driveway or parking lot as possible. While you may have a garage or carport that is closer to your door, for safety reasons we will ONLY park outside and never inside a garage or carport. Why? To ensure the safety of your family and our technicians, we require proper ventiliation for our gas-powered cleaning equipment.
  • Will you be needing anything else during your service cleaning?
    Our truckmounted equipment requires a water source. We prefer to hook up our equipment to your outside water faucet. Please cleare the area around the faucet so we can safely and easily connect our truckmounted equipment. If required in special circumstances, we can hook up our equipment to a faucet inside your home. We prefer to hook up our truckmounted equipment to your outside water faucet. Please clear the area so we
  • What should I do after my service appointment is completed?
    • In the interested of your family and pets' safety, please keep everyone completely out of the area being cleaned or treated during the service appointment, and for at least one hour after the service appointment is completed. • If at all possible, minimize any foot traffic on damp carpet or using damp upholstery. Your feet can be slippery when walking from damp carpet to hard surfaces or down stairs. We recommend wearing house shoes when you need to walk on damp carpet. In addition to providing an extra layer of safety, house shoes will also keep oils from feet and socks from transferring to your carpets. • In some cases, your technician may place blocks or squares under the feet of your furniture to prevent wood stains or rust from transferring to your carpet. This also prevents moisture from the freshly cleaned carpet from wicking in to your furniture. Please allow the carpet to fully dry before removing the blocks or squres.
  • How can I schedule a service appointment with a technician?
    We schedule all service appointments through one of the following ways: • Over the phone by calling us at 626-232-4004 or 323-477-4074 • By text message by texting us at 626-232-4004 or 323-477-4074 • Online through our website • By messaging us on one of our social media profiles • Through email by emailing us at familycarpetcleaning9@gmail.com
  • Can I schedule multiple services into one service appointment?
    The short answer is yes! If you need multiple cleaning services that we offer in your home, please add them to your cart when scheduling your appointment online or let us know when you contact us to schedule your appointment. In most cases, we can complete multiple services in one scheduled service appointment. If you have specific needs that you don't see in our scheduling options, please contact us for a custom quote!
  • Can I schedule more than one appointment at a time?
    Yes! While we recommend bundling services into fewer appointments and cleaning your home based on industry-guidelines and the specific needs of you and your family, you are welcome to schedule more than one appointment at a time. Please note that we update our availability on an ongoing basis but we may need to reschedule appointments scheduled farther out than 30 days. We also offer appointment packages and subscriptions if you'd like to take the guess-work out of when to schedule your service appointments.
  • How do I pay for my service appointment?
    We offer a variety of payment options! • When scheduling your appointment online via our website, paying online is easy! • You can also pay in person with cash, cards, Venmo or Zelle. Please note - we require a non-refundable deposit for all service appointments. In some cases of cancellation or rescheduling, when agreed upon, non-refundable deposits may be applied to a future appointment.
  • Why do I have to pay a deposit in advance?
    We know that when you are scheduling your service appointment with us, you are committed to that appointment as much as we are. While emergencies or last-minute committments may arise, non-refundable deposits allow us to keep meeting the needs of our customers in the best way possible. In some cases, when agreed upon, non-refundable deposits may be used for a future service appointment.
  • How do I know my appointment has been confirmed?
    Shortly after your service appointment booking, you will receive an email and/or text message confirmation. Please look it over to make sure all information was entered correctly. Additionally, the day before your service appointment, you will receive another email and/or text message as a reminder. If there are any changes, please let us know then.
  • When will my service technician show up to my home?
    Our arrival windows vary by 1 to 2 hours around your scheduled appointment. For example, if your appointment is scheduled for 8:00am, the arrival window would be 8:00am - 10:00am. Many things, such as traffic, cancellations, and more can cause our daily schedules to change. If we are running late to a scheduled appointment, we will contact you as soon as possible with an updated estimated time of arrival.
  • What if I need to reschedule or cancel my appointment?
    Please let us know within 48 hours of your scheduled service appointment if you need to reschedule or cancel your appointment. If you scheduled your appointment online, you can login to your account and make changes there. If you contacted us directly to schedule your service appointment, we can be reached in the same way to make changes. We understand that emergencies happen and we do our best to work with you. The more time you can give us when notifying us of a change in your scheduled and confirmed appointment, the better. This allows us to shift our schedule as needed. Please know that per our booking policy, unless otherwise discussed, any no-shows will require a non-refundable cancellation fee.
  • What cleaning method do you use?
    The method we use for carpet cleaning is hot water extraction, commonly referred to as steam cleaning. hot water extraction method removes the toughest, deepest dirt safely and gently. Then, a powerful suction extracts deep-down dirt, allergens, cleaning solution and 95% of the moisture. It’s the cleaning method most recommended by carpet manufacturers.
  • How long does it take to clean carpets?
    On average, it will take approximately 20 minutes per room. This time can vary greatly depending on the amount of furniture to be moved, how soiled the carpet is, and any necessary spot removal treatments.
  • How long does it take for carpets to dry?
    Drying times for carpets can range from 2-24 hours, depending on the type and construction of your carpet, the type and degree of soiling of your carpet, and/or whether we applied any cleaning treatments. The most important factor in drying time is the ventilation and airflow in your home during and after cleaning. If your home tends to be humid or if the humidity is high outdoors, your drying time might be longer than average. In some cases, we will use professional air movers and fans to help decrease the drying time. We always recommend professional deep cleanings of your carpets on a more frequent basis. This is one of the best ways to reduce the time it takes for your carpet to dry.
  • Do you offer carpet protector?
    We offer carpet protector designed to keep your carpet clean longer for an additional charge. This adds life and minimizes the effects of wear over time.
  • What if I have stains on my carpet?
    During the pre‐cleaning inspection, please tell our technician about any cleaning concerns that you may have, particularly those regarding spots or stains. If possible, tell the technician what caused the stain or spot. The cleaning technician assigned to your job is trained in specialized spotting procedures. He or she can evaluate spots and make appropriate recommendations.
  • My carpet is heavily soiled. Is there an extra fee?
    We take pride in providing the best work we can. Our technicians will work hard to remove spots and stains, however there is only so much that can be done if the carpet is heavily soiled. We offer a concentrated solution for spots and stains at an additional cost, but there is no guarantee that the area of concern will be fixed 100%.
  • How often should I get my carpets cleaned?
    It depends. Carpet is considered the third biggest investment in your home. Higher traffic areas should be done twice a year. A seldom used room with little traffic should be done once a year. In between cleanings, you should be vacuuming regularly. A vacuum with HEPA filtration is highly recommended.
  • Why are stains back after my carpet has been professionally cleaned?
    Occasionally, a carpet will look great after cleaning, but during the drying process, areas begin to look dingy in high traffic areas and/or spots can reappear. This is called “wicking”. Wicking is generally caused by heavy soiling deep within the carpet beyond what even the best equipment can extract without over-wetting during the cleaning. As the surface of the fibers dry, dirt carrying moisture wicks upward, drawn by the dry fibers on the surface. This can present in large areas such as traffic patterns or be limited to smaller spots. Should wicking occur after your cleaning, please give us a call to discuss options. The best way to prevent the likelihood of soil and spot wicking is to professionally deep clean your carpet within frequency guidelines established by carpet manufacturers and health authorities. Please consult with your cleaning technician or call us for more information.
  • What cleaning method do you use?
    The method we use for upholstery cleaning is hot water extraction, commonly referred to as steam cleaning. The hot water extraction method removes the toughest, deepest dirt safely and gently. Then, a powerful suction extracts deep-down dirt, allergens, cleaning solution and 95% of the moisture. It’s the cleaning method most recommended by upholstery manufacturers.
  • How long does it take to clean upholstery?
    On average, it will take approximately 20 minutes per upholstered item. This time can vary greatly depending on what the furniture is, how soiled the upholstery is, and any necessary spot removal treatments.
  • How long does it take for my furniture to dry?
    Typically it take 6-8 hours for your upholstery to dry. The more air ventilation, the sooner it will dry.
  • Do you offer upholstery protector?
    We offer upholstery protector designed to keep your furniture clean longer for an additional charge. This adds life and minimizes the effects of wear over time.
  • What if I have stains on my upholstered furniture?
    During the pre‐cleaning inspection, please tell our technician about any cleaning concerns that you may have, particularly those regarding spots or stains. If possible, tell the technician what caused the stain or spot. The cleaning technician assigned to your job is trained in specialized spotting procedures. He or she can evaluate spots and make appropriate recommendations.
  • My furniture is heavily soiled. Is there an extra fee?
    We take pride in providing the best work we can. Our technicians will work hard to remove spots and stains, however there is only so much that can be done if your furniture is heavily soiled. We offer a concentrated solution for spots and stains at an additional cost, but there is no guarantee that the area of concern will be fixed 100%.
  • How often should I get my upholstery cleaned?
    Every 12-24 months according to the recommendations by manufacturers, however, if it’s a high traffic piece we recommend every 9-12 months.
  • Where do you clean my area rug? At my home or off-site?
    We have 2 options for area rug cleaning: onsite at your home or offsite at our location. Cleaning your area rug at our offsite location allows us to do a more thorough cleaning.
  • How long will it take my area rug to dry?
    This depends on the cleaning process, the location of cleaning and the drying method.
  • How often should I clean my area rug(s)?
    It depends on the amount of traffic the rug gets. For rugs that get high traffic, we recommend at least twice a year. Also rotating your area rugs allows them to wear more evenly.
  • What if I have pet stains like urine or odors?
    There are many factors to consider when you have a pet stain and/or odors. The frequnecy of the stain? How long has the stain been there? Did you do any cleaning treatments yourself? Let your technician know about your concerns. They will recommend the best treatment. We also offer a pet stain and odor removal service for an additional charge.
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