FREQUENTLY ASKED QUESTIONS

(Q) How much do you charge and phone pricing policy?

(A) We do have pricing systems to insure consistency and fairness. However; since every cleaning situation is unique we do our pricing on site. We offer 2 options:

1) If you schedule a cleaning today all our work starts with a thorough pre-inspection and firm pricing prior to beginning. We would be happy to do a demo of a small section to let you see the results before attempting the whole project. If we can’t agree on the scope or price of the job we will excuse ourselves as gentlemen from your home and you owe us nothing.

2) We also offer a complimentary on site orientation of our company and services prior to scheduling a cleaning visit which includes a firm quote. This is recommended for new clients and large projects or other out of the ordinary stuff. It takes less than a half hour in most cases and we promise no high pressure sales pitch. Remember Bock's Steam Star has been doing this for 15 years and has learned that on site pricing is the only way to service our clients for many reasons so that is why we won’t throw out a price over the phone. We actually stand behind what we quote you. If what we share makes sense we will schedule a cleaning appointment convenient for you. We also will have all the info and the proper time needed to do a thorough job. Don’t be taken to the “cleaners” see the video on some of the tricks cleaners use on price shoppers. If a Pet Odor Inspection is preformed a $49.95 charge will be collected at that time. (See pet odor question).  CLICK HERE to view NBC Action News Report "Deal or No Deal" are you hiring the right carpet cleaner?

(Q) What about Pet Odor Removal?

(A) Any pet odors and stains beyond a very mild contamination level may not be able to be sufficiently treated with the standard cleaning. If specialized decontaminates or pet odor treatments are required, the technician will provide a full estimate before any work is done. Because of the relative complexity of properly treating pet odors charges can vary greatly and possibly require a Pet Odor Inspection prior to scheduling the work. This is recommended for most pet odor issues and will consist of special detection tools to locate the source and severity of the issue. Then we will give you a proposal of your options. A $49.95 charge will be collected for this service at that time but we guarantee if you don’t feel that the information shared was valuable you owe us nothing! CLICK HERE for more information on Pet Odor Removal.

(Q) How safe are your chemicals?

(A) Our main cleaning solutions are premium grade, non-toxic, bio-degradable and made by reputable industry leading suppliers. For wool rugs we use only Wool Safe approved products. We also offer a ”green” system for ultra sensitive clients as well as allergy and asthma sufferers that is hypo-allergenic with no perfumes, dyes, phosphates, VOC’s and are made from renewable fruit and vegetable seeds. We highly recommend a consultation prior to cleaning if you have special sensitivities to design the proper cleaning program. We differentiate ourselves from the competition in this area greatly because we don’t use a cookie cutter approach. We work with many folks with sensitivities and understand their needs better than anyone in town.

(Q) I've heard it's best to put off having your carpet cleaned as long as possible, is this true?  Will cleaning cause my carpets to get dirtier faster?

(A) No. In fact, many of the major carpet mills today recommend professional carpet cleaning at least once per year. The build up of soil in your carpet in combination with foot traffic creates abrasion that breaks down your carpet's fibers. The higher the traffic in a given area, the more often the carpet will need cleaning. Sadly, many in our industry have no formal training in restorative cleaning and use inferior products and systems that can actually harm the carpets and the mill applied stain resistance. Bock’s Steam Star’s carpet cleaning systems have been proven to safely remove the most soil, leave no soil attracting residue, and leave your home cleaner and healthier. In fact Bock's Steam Star’s carpet cleaning system is recommended by major carpet mills every 12 months and REQUIRED every 18-24 months to keep the warranties in force.

(Q) What makes you different from other carpet cleaners?

(A) When you hire Bock’s Steam Star you receive a uniformed, professional IICRC certified technician, the most experienced cleaning in the industry using accepted principles and procedures. Bock's Steam Star is an IICRC Certified Firm with a solid reputation for 15 years , Angie’s List “Super Service Award” winners 5 years running, voted best carpet cleaner in Johnson County by The Sun Newspapers “Readers Choice Awards” and Bock’s Steam Star is your authorized Wools of New Zealand  Wool Care Specialist in your area. Bock's Steam Star offers cutting edge education for our staff, the highest level of client service systems and the most advanced cleaning technology on the market. All with our 100% money back guarantee based solely on the perception of the client. So don’t be taken to the cleaners by uninformed uneducated and sometimes downright unscrupulous carpet cleaners. CLICK HERE to view our exposé we did with the Call for Action team right here in KC on some of the tactics these rascals use!

(Q)Does your carpet cleaning process soak the backing of the carpet?

(A) 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.

(Q) How long will it take to dry?

(A) It can range from 2-24 hours depending on humidity, carpet density (fiber type) and level of soiling, according to the IICRC Standards it should never take over 24 hours. We extract 95+% of the water we put in your carpet right back out. This helps a great deal with the drying time. Your carpets will feel like they have been misted after the carpet cleaning is done.

(Q) What is your guarantee?

(A) We offer a 100% money back guarantee based solely on the perception of the client. If you’re not satisfied we will rush back out and re-clean it. If you’re still not satisfied we will refund your money. It is our goal to re-service any work within 3 days of a phone call.

(Q) What method do you use?

(A) We are well versed in many different methods. We have only state of the art systems. Our most popular method is truck mounted hot water extraction commonly referred to as “steam cleaning”. This method is required by most manufactures warranties including Shaw Industries and Mohawk, which are the worlds leading manufacturers of carpets. Note: dry cleaning services are available upon request.

Mohawk and Shaw Recommendations:

Cleaning Recommendations

Even with regular vacuuming, soil particles and oily dirt will cling to the carpet fibers. With foot traffic these particles and oily dirt are driven deep into the carpet. We recommend professional hot water extraction every 12 to 18 months using cleaning products, equipment or systems that carry the Carpet & Rug Institute Seal of Approval. Periodic cleaning using the hot water extraction method performed by a certified carpet care professional, will refresh carpet appearance.
The most used areas, such as entrances, doorways, traffic lanes, and in front of chairs will collect dirt faster than other areas. Clean these areas as they begin to show soil. This will stop dirt from spreading and will extend the time between professional cleaning.
 
Protect your carpet color In addition to frequent vacuuming, it's important to clean your carpet on a regular basis. Cleaning systems will remove the oily, sticky soil that vacuums can't take out, and will help keep your carpet looking great over time.
Cleaning systems target the soils that result from cooking vapors, air pollution, and tracked-in dirt. The particles of oily soil deposited on carpet fibers can cause gradual but significant dulling of colors. The color isn't lost, but is hidden under the film. If this type of soil is allowed to accumulate, it begins to attract and hold the dry soil.

Get on a cleaning schedule If carpet is cleaned before it becomes too unsightly, the cleaning chore will be easier and more successful. Carpet in a typical household should be cleaned every 12 to 18 months, depending on the number of residents and amount of activity.
Choosing the proper cleaning system is important. Some systems may leave residues which accelerate re-soiling and defeats the whole purpose of cleaning.

Shaws choice: Hot water extraction Research indicates that the hot water extraction system provides the best capability for cleaning. This system is commonly referred to as "steam cleaning," although no steam is actually generated. The process consists of applying a cleaning agent into the carpet pile and using water in the extractor to recover the used solution and soil.  This can be done from a truck-mounted unit outside the home with only the hose and wand brought inside or by a portable system brought into the home.
Shaw warranties require that the homeowner be able to show proof of periodic cleaning by hot water extraction (commonly called "steam" cleaning) by a professional cleaning service or do-it-yourself system, using equipment that is certified under the Carpet and Rug Institute's Seal of Approval program.

Professional advantages Professional carpet cleaners are a great choice for your floor. Their cleaning equipment has more extraction power than the rental units available to individuals, and the carpet should dry more quickly. True professionals also understand the equipment, know the proper cleaning agents for the situation at hand, and recognize the differences in fibers and carpet construction.

Locate a professional carpet cleaner Effective January 1, 2008, professional service must be performed by an IICRC (Institute of Inspection, Cleaning and Restoration Certification) certified firm.** You may contact the IICRC at 1-800-835-4624 for information. This organization maintains a national directory of independent professional cleaners who are trained and certified in a variety of cleaning specialties. Call and explain that you have purchased a Shaw carpet, and be sure to ask for a cleaner near you who uses the hot water extraction system. If you prefer tackling the job yourself, check these do-it-yourself guidelines before you begin.

(Q) How long do I have to wait before I can walk on it?

(A) You will not damage the carpet by walking in it, however it will track up easier while moist. You can wear clean rubber soul shoes. Please be careful when walking on non-carpeted surfaces afterwards because your shoes will be slick. Plan on keeping foot traffic to a minimum for 2-24 hours.

(Q) Do I need to be there or stay the whole time?

(A) We would like you to walk the crew captain through the work to be performed, so we are sure exactly what needs to be cleaned as well as to sign the work order and provide payment. If you then need to leave that is fine. We can also call your mobile phone when we are about twenty minutes from completion so that you can see the finished project before we pack up. NOTE: If you absolutely cannot be there please leave a check or give a credit card number to the office.

(Q) Are you Insured and Bonded?

(A) Yes

(Q) Do you move furniture?

(A) Yes, we move furniture; light pieces such as sofas, chairs, tables, etc…
Large items such as pianos, entertainment centers, china hutches, dressers, antiques, electronics and beds we do not move. Any pieces that are to be moved must be cleared off prior to our arrival. The crew captain will discuss items to be moved during the pre-inspection. Any furniture moved will be replaced and plastic tabs or styrofoam blocks will be placed underneath. Keep these in place for at least 24 hours then discard. (See what to do before the crew arrives)

(Q) Can time frame be narrowed down?

(A) To keep your cleaning costs down the routes are set the day of cleaning in order to schedule the most efficient routes. The crew captain will call you from the job before to give as much lead time as possible and can narrow the arrival window.

(Q) Do you clean upholstery?

(A) Yes, we do. Before cleaning any of your upholstered fabrics, we always carefully identify each fabric type through positive testing to determine which cleaning method will provide the best results and still are safe. No matter what type of fabric you have your technician will inform you of the test results and submit an exact, written quote for your approval before any work is done.

(Q) Do you dry clean?

(A) Yes. While most fabrics we encounter can be cleaned with any of our low moisture systems, occasionally, a fabric must be dry foamed cleaned or dry cleaned. This avoids damage to fabric such as shrinking and browning. Dry cleaning is priced by the piece. All fabrics are tested before cleaning and if your furniture requires dry cleaning the technician will provide a full estimate before doing any work.

(Q) Do you offer a protectant for carpet or upholstery?

(A) Yes, we offer a premium grade, carpet and upholstery protector. The protector is an invisible coating that reseals your carpet or upholstery fibers and provides a high resistance to oil and water based stains like wine or oily soils. Having the carpet or upholstery protected will enable you to remove stains that would otherwise become permanent. It will prolong the beauty and life of your carpet or upholstery and it will make better cleaning results possible during your next cleaning. We can also apply fabric protector to new upholstery better and in most cases less expensively than the furniture stores.

(Q) How long will the protector last?

(A) Protectants are wear-dated products. They will gradually over time lose their effectiveness and soil will wear them off faster. So, it really depends on the traffic that is in that particular area and how it was maintained. Improper cleaning and spotting agents can negate stain resistance and could attract soil. No products above a 10 ph should be used preferably near 9. Most stain resistant nylon carpets have a mill applied protector that will wear off in the traffic patterns and should be re-applied after cleaning.

(Q) Will this spot come out?

(A) We are well versed in the latest spotting techniques our industry has to offer however some stains are permanent in nature and can not be removed through professional cleaning. So nobody can guarantee every spot will be removed but Bock's Steam Star is your best chance. We also have carpet repair services available if a patch is required. 

(Q) What should I do if I get a spot or spill on my carpet?

(A) 1. Blot or scoop up the excess. Do not scrub as this can abrade the fibers.

2. Use a mild detergent: ¼ teaspoon detergent to 1 cup of water. Make sure No Lanolin or bleaches. Rinse well with water and dry quickly. (Our CRI approved Avenge spot remover would be best) Use of a steam cleaner extractor is fine but extract with water only and is not advisable for wide area cleaning. Professional hot water extraction is required to maintain carpet warranties. Bock's Steam Star offers a full line of spotters that are professional grade packaged for consumer use. Routine spot removal- research has shown that many products sold for do-it-yourself spot removal clean poorly and their residues attract soil on the cleaned area rapidly afterward. The Carpet and Rug Institute's Seal of Approval program tests and certifies products that meet stringent standards and thus clean effectively, without damage to your carpet.   See our Spot and Spill section of this website (insert linkHere)

(Q) What are those ugly black lines around the baseboards and under doorways?

(A) 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!

(Q) Should I clean it or Replace it?

(A) Bock’s Steam Star, in conjunction with our participating vendors, guarantees that if after cleaning you decide the carpets are still unsalvageable, take your replacement guarantee certificate and invoice to any participating vendor within 30 days of our service and your cleaning charges will be DEDUCTED OFF your new carpet purchase. (a complete list of participating vendors is listed on the certificate)

(Q) What do I need to do before the crew arrives?

(A) 1.  Be sure to point out every spot that you are concerned about to your technician, and tell him     what the spot or stain is.  When we know what caused a spot or stain, it is much more likely that we can remove it.
2.  Before the technician arrives, please remove all breakables, misc. toys, books, loose clothing, etc. from the work areas and clear off or out anything to be moved.  Light furniture (sofa’s, tables, and chairs) is included in most of our systems. Large pieces (Beds, dressers, piano’s, antiques, and plants) can be cleaned around or should be moved prior to our arrival. We will walk through with you before starting to insure we are on the same page with what we are to move and pricing.
3.  We're here to help!  Feel free to ask your technician questions, voice your concerns, or to have us touch up an area again for you.  We want you to be totally thrilled with your cleaning experience!!
4.  Have an open parking space as close to your front door or main access door as possible. We will need access to an outside water spigot as close to the driveway as possible.
5.  We love children and pets; however, because we are working with machinery, we ask that you keep children and pets away from the immediate area of operation.

**Our schedules fill up fast, and most clients book weeks in advance.  To help us be as accommodating as possible to our family of clients, please allow a minimum of 48 hours notice should you need to reschedule