Moldy smell after steam cleaning

Hi. I just had a customer call me back saying there is a moldy smell and the carpets are still wet. It is Sunday and I did the job Friday night. 99.9% of my customers are satisfied and these type of complaints are very rare but I'd like to try to eliminate them. I was hoping maybe some of the vets can give some advice.

On this particular job the customer complained about a musty odor to begin with. So I microbanned everything, let it sit for ten minutes then extracted it out. I use a heavy duty degreaser and d-limonene mixture I created for spot cleaning and prespray and pH5000 in as the emulsifier through my unit.

After the 10  minutes I presprayed the areas with a hydroforce and cleaned as normal rinsing out  everything in the carpet with the pH5000.  I  used the want  wet one time and then took a glider and ran the glide about 3 times dry over the areas. I then sprayed down some carpet freshener in a quart bottle that dries to a 7 pH and groomed the carpets.

Normally I would just use the glide, wet stroke and 2 dry strokes but because of the amount of chemicals I put in the carpet I gave it an extra dry stroke. But the customer is still complaining about the carpets being wet and a musty odor.

What could I do differently to do a better job?

Thanks in advance.



PS. I am running a panther 25 with a 100 gallon waste tank. I filled/emptied the waste tank once during the job and at the end of the job  I was left with about 40 gallons in my waste tank after the initial dump. I was cleaning about 2000 sq. ft. Am I using too much water? I am extracting out a great deal of what I put it.

And she is only complaining about 2 rooms, not all of the house.

When you say that the customer complained about a musty oder to begin with, this should have been a red flag to dig deeper. Did she have subsurface water damage recently? has there been a lot of rain in the area lately? I had a customer say the same thing on a job last week before I cleaned and I also smelled it. We discussed that I thought she had moisture issues that went beyond just a damp basement and referred her on to a friend that specializes in mold remediating. I've been cleaning for 25 years , but I have chosen to never work water damage or mold. I refer this work on by choice. I have less liability, less problems and less headaches. IMO

Way toooo many wet steps???

It's the difference between what you put on the carpet and what is in the waste tank after the job that really counts.

What is your normal dry time ?

Thanks for the clips!