Frequently Asked Questions

• What is the best way to remove pet odors/stains from carpet?

  Find the exact location of the soiled spot. A black-light bulb will usually show even old urine stains. Turn out all lights in the room; use the black-light to identify soiled areas and lightly outline the areas with chalk. Black lights can be purchased at home supply stores.

  For "new" stains (those that are still wet):

  • Soak up as much of the urine as possible with a combination of newspaper and paper towels. The more fresh urine you can remove before it dries, especially from carpet, the easier it will be to remove the odor. Place a thick layer of paper towels on the wet spot and cover that with a thick layer of newspaper. If possible, put newspaper under the soiled area as well. Stand on this padding for about a minute. Remove the padding and repeat the process until the area is barely damp.
  • Rinse the "accident zone" thoroughly with clean, cool water. After rinsing, remove as much of the water as possible by blotting or by using a "wet vac."

  For stains that have already set:

  • To remove all traces of heavy stains in carpeting, consider renting an extractor or wet vac from a local hardware store. This machine operates much like a vacuum cleaner and is efficient and economical. Extracting/wet vac machines do the best job of forcing clean water through your carpet and then forcing the dirty water back out. When using these machines or cleaners, be sure to follow the instructions carefully. Don't use any chemicals with these machines; they work much more effectively with plain water.
  • Once the area is really clean, use a high-quality pet odor neutralizer available at pet supply stores. Be sure to read and follow the cleaner's directions for use, including testing the cleaner on a small, hidden portion of fabric first to be sure it doesn't stain.
  • If the area still looks stained after it's completely dry from extracting and neutralizing, try any good carpet stain remover.
  • Avoid using steam cleaners to clean urine odors from carpet or upholstery. The heat will permanently set the stain and the odor by bonding the protein into any man-made fibers.
  • Avoid using cleaning chemicals, especially those with strong odors such as ammonia or vinegar. From your pet's perspective, these don't effectively eliminate or cover the urine odor and may actually encourage your pet to reinforce the urine scent mark in that area.
  • If you've previously used cleaners or chemicals of any kind on the area, then neutralizing cleaners won't be effective until you've rinsed every trace of the old cleaner from the carpet. Even if you haven't used chemicals recently, any trace of a non-protein-based substance will weaken the effect of the enzymatic cleaner. The cleaner will use up its "energy" on the old cleaners instead of on the protein stains you want removed.
  • If urine has soaked down into the padding underneath your carpet, your job will be more difficult. In some cases, you may need to take the drastic step of removing and replacing that portion of the carpet and padding.

• Are weekend installations available?

  Yes, We at Floormasters understand the importance of meeting your schedules and this is why we are open every Saturday and we will make special arrangements for off hour installations if needed. When placing your on line orders you can request Saturday installs and in the notes you can ask for any special instruction if needed.

• What are the differences between carpet fiber types?

  Only four fibers account for nearly all carpets: nylon, olefin (polypropylene), polyester (PET – polyethylene terephthalate), and wool. In addition, there are acrylic, cotton, and PTT (Triexta – "Corterra" from Shell). Sisal carpets usually contain jute, hemp, sea grass, and coconut natural fibers. For the most part, all of these fibers (except the ones most commonly used in sisal) are cleaned the same way when using Bane-Clene products and procedures, but there are some important exceptions.

  How can you determine what kind of fiber you are going to clean and is it important to know?

  While many cleaners use burn tests to identify a fiber, the tests are unreliable. Most often the cleaner only needs to know whether the fiber is olefin or wool otherwise, it is usually nylon. When you burn wool, it smells like burned hair. Also, wool dissolves in chlorine bleach. Olefin floats in water.

  The reasons for checking for olefin are usually due to a complaint on matting or rapid resoiling (especially in oily environments), or the presence of a very stubborn stain that could be treated with chlorine bleach.

  Testing for wool should be done before using an extra-strong prespray or detergent. Flood damage, severe browning, and severe stains (mildew, urine, blood, etc.) may require more potent agents such as peroxide, which cannot be used on wool.

  Nylon has more many years been the most popular choice, though its share of the market keeps slipping, mostly to Triexta-Corterra. Nylon has good resilience, soil resistance, abrasion retention, durability, and color retention. However, it is readily stained by acid dyes and fades in prolonged sunlight. Nylon is severely damaged by strong acids such as battery acid and strong toilet bowl cleaners. Its stain resistance properties can be improved through use of stainblockers at the mill and by application by the cleaner of fluorochemical topicals such as Scotchgard™ Brand Carpet and Upholstery Protector or DuPont Teflon® Advanced Carpet Protector. Solution dyed nylon is an excellent choice where durability and stain resistance are both important factors, such as in nursing homes, hospitals, schools, auto showrooms, kitchens and restaurants.

  Continuing to expand the Strand family of fibers, Triexta PTT is a category of polytrimethylene terephthalate fibers produced by Mohawk Industries that offer superior, engineered-in stain resistance that will never wash or wear off. Triexta PTT fiber does not repel liquids, but traps the liquid within the fiber where it can be easily removed rather than allowing the liquid to fall to the back, through the carpet, and into the padding where it is trapped and can lead to other problems. The innate stain resistance of the Triexta PTT fibers allows this to occur without any permanent stains. Recent demonstrations showing competitive products floating in water, tout repellency, not engineered-in, lifetime stain resistance. Triexta PTT fibers also have excellent resilience and recovery attributes that result in outstanding durability. Mohawk uses two polymer bases for its Triexta PTT fibers. One is DuPont Sorona 3GT, which is an exclusive to Mohawk Industries. The other is from Shell, trademarked as Triexta* polymer. All Triexta PTT products are made from BCF yarns, so there are no pilling or fuzzing issues.

  Olefin has excellent stain resistance, durability, chemical resistance, and fade resistance. However, it has virtually no resilience at all (it severely mats), and it very strongly attracts oily soil, which sometimes requires more aggressive cleaning. Its lower melting point can be a problem where furniture is dragged across it resulting in damaged fibers and is easily damaged by heel marks. Low profile level-loop olefin is a good choice where stain resistance is critical, such as in nursing homes, apartment buildings, grocery stores, etc. Olefin berber should never be installed on stairs or in high-traffic situations or where there is a lot of oily soil.

  With the purchase of Image Carpets by Mohawk, polyester may gain more market share. It has excellent stain resistance, brilliant colors, and a soft "hand." Because of its tendency to mat, however, it should only be installed in low traffic rooms.

  Cotton is found occasionally in carpet. What a mistake! Cotton stains severely, easily browns, turns dingy with time and traffic, and has poor durability.

• What are important features to consider in a carpet type?

  Yarn Twist

  When it comes to carpet "tighter is better". In general terms, the tighter the twist the longer the carpet will perform before it begins to crush and matt. By taking lots of fine fiber strands (called filaments) and spinning them into a tightly twisted yarn and then locking them all together with heat you get a much more resilient yarn for making carpet.

  Pile Height

  The height of the carpet's nap is important to the overall performance of the carpet. The higher the yarn stands above the backing of the carpet the more difficult it is for the manufacturer to make the carpet crush and matt resistant. So the shorter the pile height the more crush resistant and the longer the like-new appearance of your carpet will last.

  Stitches per Inch

  Like most fabric materials, carpet that has more yarn (or stitches) per inch will also be more crush and matt resistant. The carpets where the yarns are crowded and packed together will have an easier time resisting crushing.

  Carpet Cushion

  A good quality carpet cushion will extend the life of any carpet, regardless of the quality of the carpet. Carpet cushion serves a vital purpose which is often overlooked. Good quality carpet cushion acts as both a shock absorber and a spring which helps improve a carpet's overall performance.

  Looped Carpets

  From level loops to berbers there is an important factor to look for when buying a crush resistant looped carpet. This is the density of the loop and how much free space is in the middle of the loop. Like all carpets the more filaments that are packed in the yarn and the tighter the loop the better the performance will be.

• Does Floormasters handle subfloors?

  Wood Subfloors

  Floormasters can replace and repair underlayment on wood subfloors but any damage to the actual plywood underneath the underlayment needs to be fixed by the property or a General Contractor since it is part of the buildings structure.

  Concrete and Gypcreek subfloors

  Floormasters can float out small cracks and small imperfections with a self leveling compound but any larger cracks or larger imperfections would have to be fixed by a concrete company.

• Is corporate pricing available?

  Yes. Floormasters is proud to offer special pricing to all of our multi-site management companies.

• Are next day installations and emergency installations available?

  Yes. Most installations can be performed within 24 hours and emergency requests are always handled for all of our regular customers.

• How do I order a partial and is it going to match the carpet we already have?

  Even if the new carpet that is going to be installed is the same style and color there will be a shade difference since the dye lots are not the same. What you should do is install the partial up to a doorway so the difference in shade will not be as noticeable.

  For instance if you need the living room done you want to add the hall and dining room so we can seam the carpet at the bedroom doorways. Placing the order for a partial is the same as a full unit with the exception that click the option for a partial install instead of a full install and in the notes section you will need to add the areas that you want installed.

• How do we prepare and install for an occupied unit?

  Occupied Unit – Tenant to Move Furniture

  The entire area to be carpeted shall be clear of all items. No furniture will be moved from room to room during the installation, this would result in lost time for the installers and a finished product that may be less than our normal standard.

  • Suggested storage areas are bathrooms, kitchen, patios, garages, back yards, etc.
  • Please test any alarm equipment installed in your home before and after the carpet installation in the presence of the carpet installer. Company is not responsible for removal, replacement or damage of telephone, television or alarm wires installed along the perimeter of the floor or beneath the existing floor covering. .
  • After initially vacuuming your new carpet you may notice the appearance of small carpet fibers for the few days, this is normal.
  • An added charge of $45 will be applied if Floormasters arrive for install and tenants are not ready for install, resulting and having to reschedule for a different day.

  Occupied Unit – Resident to Move

  Here are some pointers that will help us ensure a proper installation in your in your home.

  • Smaller items should be removed from all rooms being carpeted BEFORE installer arrives.
  • House plants, lamps, small chairs, drawers, stereo components including records, books, dishes, bedding, valuables, items in closet should all be placed in areas not being carpeted.
  • Since installers are not professional movers, some items will not be moved by our installers. This includes all electronics and any fragile items, large or heavy items, such as grandfather clocks water beds, pool tables, grand pianos, computers, antiques, aquariums, etc.
  • Please test any alarm equipment installed in your home before and after the carpet installation in the presence of the carpet installer. Company is not responsible for removal, replacement or damage of telephone, television or alarm wires installed along the perimeter of the floor or beneath the existing floor covering.
  • We will not be responsible for anything that is damaged during the move. Our responsibility is solely to clear the work area so that we may proceed with the installation of your new flooring.

  Vinyl Preparation List

  Here are some pointers that will help us ensure a proper installation in your in your home.

  • Make sure to clear all small items and breakables from work areas.
  • Please clear a space for appliances that our installer will have to move out of the kitchen or laundry area.
  • If we are installing new vinyl in an adjoining area or storage areas off the kitchen or bath, please clear all personal items from floor.
  • If you have removable shelf units that have legs that rest on floor to be done, please remove all items from shelves.

• How do I prepare a unit that has a pest infestation?

  Please help the following items prior to the installation of your new flooring:

  1. Make sure if pest have been determined, pest control has serviced the unit PRIOR to demo of carpet and new installation to avoid infestation of new flooring.
  2. It is possible to demo all carpeted areas and schedule installations for another date; however, customer must request this as a 2-day installation. An additional charge will apply.
  3. If Floormasters installers arrive and unit is STILL found to be infested we will notify on site management of infestation.
  4. On-site management should contact their pest control provider to re-service the unit however if Floormasters is requested to remove the carpet we MAY request that the infested flooring be left on site to avoid possible material damage (for other pending installations /installer van/truck infestation). Another alternate would be the customer paying a $67.50 trip charge and a truck will be sent the following day for the removal at the customer’s request and expense.
  5. Enzyme Treatment can be provided, upon request, for a fee of $147.00 per application. Enzyme treatment is used the kill the bacteria; however, it may not remove the odor entirely if the odor has been absorbed into or behind the sheetrock walls.
  6. If an occupied unit is not ready when Floormasters arrives and the appointment must be rescheduled, an added charge of $45 will be applied. Also, Floormasters will be unable to recarpet occupied units if furniture must be moved from room to room in order to do the installation. The alternative to this is a two install which we are happy to provide.

• How do I select material that is not listed?

  Pick the material that is pre-selected for your property and then you need to add the special note for the material that you actually want installed.

• What if the floorplan I need is not available?

  Select the closest floorplan available and in the special notes you need to add a comment this floorplan is actually a ______________ please measure when installing.

• What if the area of install is not listed (e.g., vinyl in dining room)?

  You need to pick the areas you want done and in the special notes section identify any additional areas that are listed as options. Also, let us know if you want us to add this option going forward or if this is a test unit or a one-time install.

• How can I change a date on my order?

  This is something that you would have to call in or send us a comment through the website. Please have your confirmation number ready so we can update the order for you immediately.

• How do I create an order for a repair only?

  Place the order as normal, but click on the option for “No Material Needed,” then add the instruction

• What do I do if the carpet is delaminating?

  Carpet Delamination is when the backing of the carpet is coming off from the carpet itself causing the carpet to come apart. Most time carpets delaminate due to water leaks or moisture from the subfloor. If you determine that it was due to a leak or moisture the carpet will have to be replaced at your cost. Sometimes the carpet can also delaminate due to the manufacturer not having applied enough latex adhesive on the backing and even though this is rare it does happen. If you think it is a manufacturers defect then all you need to do is call us and we will have an independent inspector go look at the carpet and give you and us a report. If it is found to be the fault of the manufacturer then we will have them pay for the replacement for the carpet and the labor.

Tips for Caring for Carpet

Tips for Caring for Vinyl Flooring

• Immediately After Installation

  Do not disturb the sealed seams on your sheet vinyl flooring for at least 48 hours after seam-sealer application to ensure a proper seam bond. Keep traffic to a minimum during the first 48 hours on all sheet vinyl and vinyl tile floors to allow the adhesive to harden. Furniture should not be placed on the floor until the adhesive has had adequate time to dry.

• Regular Maintenance

  Sweep or vacuum your vinyl floor regularly to remove dirt; dirt that can abrade, dull or scratch your new floor. Do not use a vacuum with a beater brush as it may damage the floor's surface.

  Wipe up spills promptly with a damp cloth or mop.

  Wash your floor with a cleaner that is recommended for vinyl.

  Caution:

  Dishwashing liquids are not suitable cleaners for your floor. They can leave an oily residue which attracts soil and causes a reduction of gloss.

• Preventive Maintenance

  Vinyl flooring can be damaged easily. Take the time to make sure that the furniture on your vinyl floor has felt pads between it and the floor. It is not recommended to have furniture with rollers on a vinyl floor. If a tear or scratch occurs, manufacturers suggest using a small amount of seam sealer (the product used to bond two pieces of vinyl together) to fill in the gap and protect the floor from further damage.