Flooring failures often leave professional cleaners in the firing line, but the real cause is rarely as simple as a mop gone rogue.

It usually starts with a panicked phone call. A cleaner’s just finished a job, only to be blamed for a flooring disaster they swear they didn’t cause. Adhesive oozing between planks, mysterious stains surfacing out of nowhere, grout cracking like dry earth. Cue the facility manager or homeowner demanding answers – and the cleaner, unsure of whether to ring their insurer or walk away from the mess.

But more often than not, the cleaner is not to blame. They just happen to be the last person on site. As Cleanstar director Lisa Michalson puts it: “While it can still happen, many companies are taking steps to mitigate this risk through regular inspections, documentation and equipment designed to reduce the chance of accidental damage.”

Not every crack is a cleaning fail

Take the infamous oozing adhesive. It’s a classic. The floor looks fine – until someone walks across it and the planks shift. Black smears appear at the edges. Naturally, someone points the finger at the cleaner. “Too much water,” they say. “You’ve reactivated the adhesive.” It sounds plausible until a plank is lifted. If adhesive is smeared across the entire subfloor, that’s not cleaning, it’s a bad install or moisture trapped during construction.

“Moisture from cleaning tends to stay on the surface and can be addressed quickly,” Michalson says. “But moisture left behind during installation can lie hidden, leading to long-term damage like mould or swelling. Drying equipment helps cleaners manage this properly.”

DeVere Solutions director Scott DeVere says, “In the event that moisture is trapped due to poor installation, the focus should be on why the moisture is there and how to treat it before reinstalling new flooring.”

Then there are the ghostly stains that emerge after a deep clean. One day the carpet looks fine, the next it’s covered in pale blotches or perfect footprints. A homeowner swears a spot wasn’t there before. The cleaner is just as baffled. But under the right heat and moisture, dormant chemical residues from acne creams, foot treatments or household products can rise to the surface like a forensic trace.

“Sometimes it’s not even a new stain,” Michalson explains. “Once the light soil layer is removed, older, deeper marks can become more visible. Rinsing thoroughly and using the right product is key. High-performance extractors and scrubbers are designed to reduce residue build-up and reveal a true clean.”

Michalson says carpet breakdown can come from poor manufacturing, traffic, moisture or harsh chemicals. “Worn areas, odours, or colour changes are all warning signs. Using gentle, well-calibrated machines helps extend a carpet’s life and keeps fibres in good condition.”

Grout is another flashpoint. Problems like cracked lines, crumbling joints and patches that vanish under gentle pressure are easy to blame on cleaning machines. But bad grout jobs often go unnoticed until cleaning begins. “That’s why we always recommend pre-inspection reports and clear photo documentation,” Michalson says. “We offer grout-specific cleaning tools that reduce pressure while still delivering a thorough clean.”

DeVere adds, “Professionals need to identify areas of grout lines showing signs of wear, cracks, missing grout or drummy tiles. Photographic or video evidence of issues identified in a pre-cleaning inspection audit is a solid basis if any issues arise during or after the clean.”

For cleaners, knowing when to step back is critical. “Establishing relationships with flooring inspectors or carpet manufacturers can protect your business,” Michalson advises. “An inspector can determine whether the issue lies in the installation or the material itself. That kind of clarity matters when reputations are on the line.”

And when blame does come knocking, the Cleanstar director advises reporting concerns immediately. “Document everything. If you’re a business owner, legal advice can help. But most of all, use precision equipment that supports your professionalism – it’s your best defence,” she says.

“It’s essential to approach any client concern with an open mind and level head,” DeVere advises. “Engage in professional communication, ensure the client feels heard and investigate the issue thoroughly.”

The bottom line? From adhesive chemistry to fibre degradation, flooring failures have complex backstories. Cleaners must stay sharp, documenting, communicating and refusing to shoulder blame for problems they didn’t cause. A botched install can’t be fixed with elbow grease, and if it wasn’t your mess to begin with, you shouldn’t be cleaning it up.