I need to talk about something that’s becoming a real problem, because I’ve now had a few people come to me after being badly let down — and in some cases, badly overcharged — by companies that aren’t what they appear to be.

Here’s what’s happening.

The setup

You search for a carpet cleaner. You find one that looks local — nice website, maybe even a local-sounding name or a Cornwall postcode mentioned somewhere. You call, or you fill in a form, and someone books you in.

Except that call wasn’t answered locally. It was answered by a national call centre, working from a script and a pricing model that has nothing to do with your carpet, your house, or Cornwall at all. And the person who turns up on the day isn’t the person who runs the company — it’s a subcontractor, paid a cut of whatever the call centre charged you, sent out to a job they may know very little about beyond an address and a time slot.

Why that matters

When someone owns their business and does the work themselves, their name and reputation are on the line every single time they walk through your door. If the job’s not right, that comes straight back to them — no one else to blame, nowhere to hide.

A subcontractor working for a national call centre doesn’t have that same stake in it. They didn’t set the price, they don’t own the customer relationship, and if the clean’s mediocre or the visit is quick and rushed, there’s very little consequence for them personally. The call centre’s already been paid. Your bad experience doesn’t cost them anything.

I’m not saying every subcontractor is careless — plenty of tradespeople doing subcontract work take real pride in it. But the incentive structure isn’t built for accountability the way it is when the person quoting you is the person cleaning your carpet.

The pricing problem

This is the part that really needs saying: I’ve had people tell me they were charged over £200 for a single room. That’s not a typo, and it’s not an unusually large or difficult room — that’s simply what happens when a national call centre sets a price designed to cover ad spend, franchise fees, subcontractor cuts, and margin on top, before a single person even sees your carpet.

One customer told me exactly how that played out for her. She explained to the company that she couldn’t move much of her furniture herself, as she’s disabled. Their response? The price went up again. Not because the job had actually got harder — it hadn’t — but because they’d identified she was in a position where she’d likely just accept it.

That’s not a pricing model. That’s someone spotting a vulnerability and charging for it. It’s the clearest example I’ve come across of what happens when the person setting your price has never met you, doesn’t know your situation, and has no relationship with you beyond a phone call and a card payment.

Compare that to a proper local quote, priced against the actual job in front of someone, with the person quoting knowing exactly who they’re dealing with — and the gap isn’t just financial. It’s a difference in how you’re treated as a person.

Red flags to watch for

A few things worth checking before you book anyone:

• Can’t get a straight answer on who’s actually coming to your house. If they can’t tell you the name of the person doing the job, that’s a sign it’s not decided yet — or it changes depending on who’s free.
• The price was given with zero questions about your carpet. No questions about size, condition, stains, pets — just a flat number. That’s a sign the price isn’t really about your job.
• The advert claims “local” but the address or phone number doesn’t check out. A quick search of the number or business name often reveals a national parent company.
• Reviews mention different technician names, or wildly inconsistent experiences. If reviews read like they’re describing different companies, they probably are, in a sense — different subcontractors, different standards.
• Big discounts or “today only” pressure to book. Genuine local businesses with a full diary rarely need to pressure you into booking on the spot.
• No fixed local base you can actually visit or verify. Ask where they’re based. A vague or evasive answer tells you plenty.

What to do instead

Ask direct questions. Who’s doing the job? Are they the owner? Have they seen photos or details of your specific carpet before quoting? Can you see reviews that reference them by name?

If someone’s confident enough to answer all of that, you’re probably in good hands. If the answers are vague, or the price came before any real questions, it’s worth pausing before you book.

I’ll always tell you honestly if I’m the right person for a job, and I’ll always be the one turning up. That’s not a sales line — it’s just how the business has been built from day one.

Much love 😘

Russ