How does your pricing work?

All residential carpet, upholstery and mattress cleaning is priced by the area to be cleaned at a set rate, with a minimum charge of three areas. Specialty cleaning is priced by the hour with a minimum 1 hour charge. Hard surface cleaning is priced by the square foot with a minimum square footage charge. Commercial work is also charged by the square foot and takes into account the  level of soiling in the carpet.

How can I pay?

All jobs are cash on delivery (C.O.D.).  You may pay by cash, cheque, Visa, Master Card or American Express. For Commercial jobs the payment method is either C.O.D. or you may pay on account (Accounts Receivable) if you have submitted a credit application and have been approved for payment terms prior to your cleaning.

Who do I make the cheque out to?

You always make your cheque out directly to Citrus-O Carpet Care.  We are a franchised system, so you may be asked to include the name of the franchise in front of Citrus-O Carpet Care.  You should never make your cheque out to the individual that has performed your cleaning.

What is an area?

An “area” is a common definable location in the home.  For example, it can be a hall, 10-15 stairs, bedroom, or one sitting area of upholstery.  Living and dining room counts as two areas.  Large Rec-rooms, Games rooms, or Great rooms count as two areas.  In bedrooms we clean the traffic areas only, as we are unable to move heavy, large furniture.

Why don’t you charge by square footage?

Most consumers don’t know the exact dimensions of the areas to be cleaned, so in order to give an exact quote over the phone that we can honour, we price residential jobs by the area.  We do calculate price by square footage for commercial cleaning, and for hard surface cleaning.

Do you guarantee stain/odour removal?

If you want us to guarantee odour removal then you will need to get a specialty clean.  This is a more technical, time-consuming process that not only cleans the surface of the carpet, but also the underlay pad beneath the carpet and even the sub-floor.

We cannot ethically guarantee 100% stain removal, because no carpet or upholstery is absolutely stain-proof. We also cannot guarantee removal of non-food substances: vomit, medication, urine, makeup, filtration lines or other staining substances. We also cannot guarantee removal of stains or spots that  have been previously worked on, however you can rest assured that our technician will do everything technically correct to try to remove all stains.

What makes your company different from other cleaning companies?

We are not a price-point company looking to do as many jobs as we can in one day as quickly as possible. We are a premium service company that guarantees a minimum of one hour per home.  This allows us to do a pre-inspection, allows the proper dwell time for our cleaning solutions to be most effective, and allows us to do a proper post-inspection upon completion of the job.  We use an all natural product that is based on the oil of the orange (“d’limonene”) that is safe for the whole family, children and pets included. We move and replace most furniture, we use corner guards to protect your walls from our hoses, and our technicians wear shoe covers to ensure that they do not track dirt around your home. All our technicians arrive in uniform, drive a Citrus-O branded truck, and follow a set price list for all services.

Why don’t you match competitor prices?

In the past carpet cleaning companies have had a bad reputation for “bait & switch”- offering a low price to get you to book an appointment. Once you have taken time out of your schedule, and they are there to do the cleaning, they add on extra fees for sanitizing, deodorizing, waste handling, travel, fuel,etc.  Often the customer ends up with a bill that is several times the original amount quoted.  At Citrus-O, we believe in clear, up-front pricing. The price you are quoted over the phone or online is the same price you pay in the home unless you decide to have additional areas cleaned or you decide to have Ultra Guard Plus applied. All technicians have a set price list with them and all areas are charged at the same rate, so you can rest assured that you get the same price as every other satisfied Citrus-O customer.

What is your 30 day guarantee?

Citrus-O stands behind all of its work- all work comes with a 30-Day guarantee, giving you time to report any deficiencies to your service provider. If it is a cleaning concern, the area(s) will be recleaned. If anything is damaged it will be repaired. If it cannot be repaired you will receive the present cash value of the item upon payment for the original cleaning service. If you have followed the above-mentioned steps but your service provider has not upheld this guarantee, please call the Citrus-O head office at 1-877-248-7870.

What is Ultra Guard Plus?

Ultra Guard Plus is a carpet & upholstery fabric protector that helps your carpets & upholstery stay clean, bright, fresh, and reduces the effects of wear. An application of Ultra Guard Plus gives you extra time to clean up spills and contains an acid dye blocker, specially formulated to repel against acid-based stains- the most common household spills. Ultra Guard Plus creates a powerful invisible shield around your carpet fibres that keeps dirt and allergens from lodging within the fibres. This protects carpets and allows for a more thorough vacuuming, thus creating a cleaner and healthier in-home environment. Ultra Guard Plus is free of CFC’s, solvents, odour and residue. Carpet manufacturers recommend the application of Ultra Guard Plus after every professional cleaning because it replaces the protectant that originally comes on your carpet, but is worn down over time. Ultra Guard Plus is completely safe for in-home applications. An investment in great cleaning deserves to be protected, much like wax protects your car’s paint job or varnish protects a nice piece of wooden furniture.

What is the Family Safe & Family Safe Plus Service?

      Family Safe Service Includes

• Natural Orange Cleaning Solutions, Clean, Deodorize and Sanitize, safely removing household allergens.

• A complete pre-inspection and expert spot removal

• Move and replace most furniture (items that can be moved by a single technician).

• Deep cleaning with our new fast dry steam cleaning technology, guaranteed to clean carpets better and dry most carpets in 1-2 hours.

• Powerful truck mounted equipment.

• Brushing and grooming carpet pile after cleaning.

• Our exclusive edge cleaning tools will remove or reduce black carpet edges.

• Backed by our Citrus-O Guarantee.

      Family Safe PLUS Service Includes

• Includes all of the "Family Safe" services
• PLUS:

  • Ultra Guard Plus protectant helps keep your carpets cleaner, brighter, newer longer.

  • Ultra Guard Plus gives you extra time to cleanup spills. Citrus-O's PLUS is an acid dye blocker specially formulated to repel against acid based stains which are the most common household spills.

  • Ultra Guard Plus Creates a powerful invisible shield around your fibres that keeps dirt and allergens from lodging within fibres.

  • Ultra Guard Plus protected carpets allow for more thorough vacuuming thus creating a cleaner healthier environment.

  • Ultra Guard Plus is free of CFC”s, solvents, odour and residue.

  • Carpet manufacturers recommend stain resistant treatments after every professional cleaning.

What is your cleaning product?

Citrus-O has it’s own line of custom-blended natural cleaning products. Our main product is the pre-treatment solution that is called “Ultra Clean”. Ultra Cleans’ main active ingredient is “D’limonene” ( the oil of the orange) that sanitizes, deodorizes, and cleans in one natural process, safely removing harmful household bacteria while leaving behind a fresh, clean, citrus scent.

Are all of your products orange scented?

No, if you wish, we have our entire product line offered in a scent free version.

How long will it take to dry?

Our primary cleaning tool is the Rotary Drimaster that is able to extract 85% more moisture than a conventional carpet cleaning wand, allowing dry times for most carpets between 1-2 hours.  Exceptions may include apartments where we are required to power the Rotary a portable unit, causing dry times to increase to 2-4 hours. Natural fibres such as wool and certain types of carpet weave are not ideal for cleaning with the Rotary Drimaster (i.e. burbur or thin carpet covering uneven surfaces) and in these situations we may choose to use a wand.  On these occasions, we follow cleaning with a double dry extraction to reduce the moisture left behind.

Do you do after hours cleaning?

Yes, with advance notice, we can have technicians available for any special cleaning needs or unique circumstances.  Please call 1-877-248-7870 for information, scheduling and pricing.

What will the arrival time for my technician be?

Our technicians are scheduled 3 jobs per day.  Due to traffic, changes to work orders and unforeseeable circumstances we cannot give exact arrival times.  The approximate arrival times we strive for are between 9:00-12:00 A.M. 12:00-2:00 P.M. and 3:00-5:00 P.M. for the Lower Mainland, Abbotsford, and Vancouver Island.. For Whistler, Squamish, and Pemberton the arrival times are 10:00 A.M.-2:00 P.M. or 2:00-4:00 P.M. On the morning of your appointment, you will receive a call from our dispatch department to confirm your arrival window.

What do I have to do to prepare?

All that needs to be done to prepare for your carpet cleaning is to do a light pre-vacuum and move any breakable out of the cleaning areas. We move and replace most common, movable household furniture. According to WCB regulations and our business insurance, our technicians cannot safely move pianos, TVs, computers, china cabinets, and other large or fragile items.

How often should carpets be cleaned?

Carpet Manufacturers and respiratory specialists recommend getting a professional cleaning at least ever 12-18 months. Your carpets, upholstery, and mattresses act as air filters in your home and trap contaminants. If you are waiting for your carpets to look soiled before cleaning, then you are waiting too long.  Schedule your cleaning on a regular cycle to ensure a clean in-home air environment.

Do you reuse water?

No.  We have separate clean and un-clean water reservoirs in our trucks, and the two never come in contact. For portable units we have an automatic fresh water filling system and used-water removal system.

Can you clean apartments?

Yes, we use the same all natural products and our Rotary Drimaster.  We use a portable unit instead of the truck-mounted unit to provide power. heat and suction so our technician will need access to a water source (water tap) and a disposal area (the proper recommended disposal area is a bathroom toilet).

What is hard surface cleaning?

Many people neglect having their tile and grout professionally cleaned, but just like any other porous surface, it will become soiled and trap bacteria. Our hard surface cleaning tools use cleaning solutions and water under extremely high pressure to remove this soil and dirt while strategically placed vacuum ports pick up all the soils and rinse water, safely and effectively delivering it to our holding tanks.   We can clean tile & grout, balconies, pool decks, concrete kitchen tiles, bath & shower, marble & granite, driveways and tennis courts.

What is vehicle cleaning?

We use our handheld Rotary Drimaster upholstery tool to remove soils from your vehicle’s upholstery without over-wetting or messy overspray.  The price for cleaning a vehicle is based on the number of seats- the floor and floor mats are included. Pricing for R.V.’s and boats is calculated by the linear foot and includes all carpeting and upholstery.

What is a specialty clean?

Specialty cleaning is required when we are asked to deal with major or excessive stains such as urine, wine, vomit, feces, water, etc.  “Major” or “Excessive” is defined as being more than 5 separate spots of one type of stain, or a stain that is more than 1 square foot in size.  Because specialty cleaning requires extended time, effort, and specialized topical treatments, the hourly rate for Specialty Cleaning supersedes the regular per area or per square foot rates for the entire invoice. During a specialty clean we will use a tool called a “water claw” that is designed to remove contaminants from the carpet, the  underlay, and even the sub-floor. An ultra-violet light and special glasses are used to help identify urine affected areas.

What other services do you provide?

We clean carpets, upholstery (fabric and leather), mattresses, hard surfaces (tile & grout, concrete), and vehicles (autos, boats, R.V.s). We also have a furnace & duct cleaning service available in select areas.

Do you offer same day service?

Often we can accommodate same day appointments, but it is always best to call at least one week in advance to assure the time slot you desire.

How far in advance should I schedule my appointment?

We have approximately 25 A.M. appointments and 50 P.M. appointments per day. Weekends and A.M. appointments fill up very quickly, so we advise booking at least 1 week in advance to assure the time slot desired

Do I have to drop my area rugs off or do you clean them in home?

We clean area rugs in your home. Since we use a jet-less cleaning system we will not over-wet area rugs or damage the floor underneath.

What makes the Rotary Drimaster better than a wand?

Carpet cleaning professionals agree that the Rotary Drimaster is a better tool  because this hot water extraction system (steam cleaner) simultaneously flushes and removes deeply embedded soils while the rotating head cleans all sides of the carpet fibres. The Rotary Drimaster also has a clear sight tube that allows the technician to see the water that is being extracted and do as many passes as needed to see the water run clear- this takes the guess work out of cleaning. Another advantage of the Rotary Drimaster is that it is powered by a motor, not the technician’s arm strength- this means that you no longer need to worry if you are the first or the last appointment of the day; you will get the same quality cleaning, unaffected by operator fatigue. Even though the Rotary DriMaster costs approximately ten times as much as a carpet cleaning wand, Citrus-O believes that the cleaning results warrant making this investment.

Do you clean in my area?

We have locations throughout the Lower Mainland, most of Vancouver Island, Abbotsford, Vernon, Kamloops, Kelowna, Hope, Agassiz, Chilliwack, Whistler, Squamish and Pemberton.  We are currently expanding at a very rapid pace, so even if you do not see us listed in your area now, check back again in the future.

How do I book an appointment?

You may book your appointment on-line by going to www.citruso.com and use our online booking calendar, or call 1-877-248-7870 and speak to one of our customer service representatives seven days a week, between the hours of 8:00 a.m. and 8:00 p.m.

How do I book online?

Our online booking calendar is available 24 hours a day, 7 days a week.  Simply choose your day, click on the area that applies to your cleaning location, choose the services desired, choose your time, and fill out the required areas of information. If the time you want does not appear on the calendar, it means we are booked off and you should either choose another time for that day or choose another day. Once you have completed your on-line booking, you will receive a confirmation e-mail and a customer service rep will call to verify all of your booking information with you.  No payment is required until after your job is completed.

What is my cleaning going to cost?

Our minimum charge for carpet cleaning is currently 3 areas for $147.00 and our minimum charge for hard surface cleaning is $150.00 (200 square feet or less). To get an exact quote you may contact our call centre at 1-877-248-7870 and speak with one of our customer service representatives.

I can’t find the exact areas I want to have cleaned on your online calendar!

Since all of our areas are priced the same, just choose the package that has the same number of areas as you want cleaned.  When we call back to confirm your on-line booking, you can change the names of the areas. You can also write in the “booking comments” box what the areas actually are that you want cleaned.

Why does my hallway cost the same as my living room?

Smaller areas can actually take more time and require more cleaning solution than a larger area. The reason is that in a small area the soil is highly concentrated as opposed to a wide open space that has a more even distribution of soil across all of the carpet.

What is the difference between a landing and a hallway?

For our purpose of defining areas, a hallway leads to other areas such as a bathroom or bedrooms, while a landing leads to other stairs.

What is a living room dinning room combination?

In many modern developments (especially condominiums, apartments, basement suites and townhouses) there is no obvious separation between living room and dining room areas.  For our purpose of defining areas, a living room and dining room that flow together and are connected will be considered two separate areas.

Is fibre protectant included in your base price?

Citrus-O’s carpet protector, Ultra Guard Plus, is not included in our base price unless you choose the Family Safe Service Plus. Although carpet manufacturers  suggest reapplying protectant with every professional carpet cleaning, we leave that choice up to each individual customer. All technicians carry Ultra Guard Plus with them at all times so if you decide that you want it after booking, you can always have it applied.

What is pet odour control?

Pet “accidents” on carpets usually require more than a topical treatment in order to completely remove the source of odour.  Our technicians are equipped with a black light and special glasses so that they can identify the source of pet odours.  Once the spots are identified, our “WaterClaw” extraction technology allows us to penetrate beneath the carpet to the underlay and sub-floor in order to eliminate the odour and bacteria. Specialty clean rates will apply for this service.

Can you help with the black filtration lines around the edges of my rooms?

Citrus-O has an exclusive edge cleaning tool that is guaranteed to remove or significantly reduce the black filtration lines that most home have around the edges of their carpeted rooms.

Why does Citrus-O care so much about doing a good job?

We would like to remove the negativity often associated with having your carpets cleaned.  We sincerely believe in the products and technology we use, and we are excited to share this knowledge and experience with you.  We will do a proper and thorough cleaning knowing that you will use us again many times in the future if we always do our best. There is a reason that the majority of our new business comes from referrals- the reason is that we do a great job with a unique product for a fair price.

How long has Citrus-O been in business?

Citrus-O evolved out of a very successful company known as “High Quality Carpet Care”. After 22 years in business, there wasn’t much separating “High Quality Carpet Care” from the scores of other companies in the lower mainland. Intense market research led to a re-branding and Citrus-O, with all of its competitive advantages, was born. Our name may no longer be “High Quality” but our reputation for quality work increases to grow, now with a memorable image and service to match.

Are gift certificates available?

Yes.  Soon you can order gift certificates online, or call 1-877-248-7870 to order them now from a customer service representative.  Gift certificates are available for any number of cleaning areas (minimum purchase required) or any service that you wish.

What are Citrus-O’s competitive advantages?

These are some of the main advantages that Citrus-O offers over the traditional carpet cleaning companies.

·    We use all natural cleaning products that are family and pet safe.

· We use the most advanced carpet and upholstery cleaning technology, including the Rotary Drimaster, so we can offer much faster dry times than the industry standard.  In most cases carpets and upholstery dry in only 1-2 hours.

·      The Rotary Drimaster cleans better and helps to eliminate operator fatigue, ensuring more consistently great cleaning results.

·    Citrus-O employees always arrive in uniform and drive a Citrus-O branded van for your peace of mind.

·       We move and replace most furniture.

·       All technicians have fully stocked vans so they will always use the right product for your particular needs.

·      Spot removal is included at no extra charge.

·   Wearing shoe covers and using corner guards are two of the ways we show our respect for your home.

·     Furniture pads and Styrofoam blocks are used to help avoid water damage to your furniture and to avoid staining of your carpets.

·    Technicians charge for services based on a set price list, so you don’t need to bargain for the best price.

·    We offer a wide variety of in-home services to meet you cleaning needs, including carpets, upholstery, mattresses, hard surfaces, vehicles, specialty cleaning, and furnace and duct cleaning.

·    You can book your appointment online 24 hours a day 7 days a week.

·     We have a 30 day satisfaction guarantee.

·  Our field technicians can draw on many years of experience by calling our field manager if they run into a situation they are unsure of.

·   We have an exclusive edge cleaning tool that is guaranteed to remove or significantly reduce the black filtration lines that most homes have around the edges of their carpeted rooms.