We are sorry to hear you had a negative experience with our product.
We know our products and we completely back them with a money back guarantee to work as directed or your money back. However when customers tell us it hasn't work we always ask a few questions...
1. How big is the area of floorboards you are treating?
2. Do you know how old the stains are?
3. What type of urine are you treating? Human, cat, dog (breed)? The amount of urine can vary significantly.
4. Did you use previous products before applying urineFREE. If yes, what?
5. After urineFREE had dried did remove the residue completely?
5. How many times did you reapply?
The number 1 reason urineFREE may not work is that previous products have been used before. Products containing chemicals and detergents will NOT remove urine. They remove the non-soluble components of urine, but leave behind the uric acid crystals that lodge into the fibres of the carpet, wood etc. If chemicals or detergents have been used before than these products coat the uric acid crystals (like a wax sealer to a floor) making it very difficult for any product including biological products such as urineFREE to penetrate, even water won't remove it. These uric acid crystals will therefore remain, leaving the stain and the odour for good. As per our instructions we recommend removing as much of previous products as possible using a wet cloth and sponging out, rinsing the cloth in running water to wash away the previous products. Once you are sure that the previous products have been removed then you can apply urineFREE.
In regards to the light, was it completely dark when you tried to use it? Example no lights on, TV or light sources from outside?
It's possible that the light could be faulty and in that case, we would be happy to send you out a free replacement.
To remove the urine smell, you do need urineFREE to come into contact with all the uric crystals in order to break them down. I understand that it's possible the light isn't working well for you and in turn will be hard to find the places the dogs are urinating sometimes.
If you can still smell urine after you have treated the particular areas you know the dogs have urinated and cleaned the area and let air dry, then there is still some uric crystals left over that need another treatment to remove.
I recommend covering with glad wrap after you have saturated the area and leaving for up to 24hrs so urineFREE has dwell time to continue to break the crystals down.
In the middle of the uric crystals are 'pheromones'. If an animal can smell a pheromone, then it can encourage them to keep going to the toilet in the same area. urineFREE will destroy and eat those crystals along with the pheromones, so as long as the product comes into contact with all the crystals, all the urine smell should be removed.
If you can no longer smell urine, I would suggest you have removed it all and the animal is returning to that particular spot due to it being a behavioural reason. In this case, urineFREE is not a repellant and will not stop an animal from returning there.
Again we'll be happy to help because we and so many customers know our products work when used as directed. We hope to hear from you.