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I'm a carpet cleaner in San Diego. Urine damage is urine damage no matter who did it - the dog or the kids! It is not a normal act - peeing on the carpet. It effects not only the carpet but the pad & the sub-floor & all 3 must be repaired & treated. Normal wear & tear is just that as long as it is within those boundries. Not vacuuming the carpet for 2 years & letting the particulate soils scratch & wear the carpet are neglect, letting the dog pee on the carpet & not getting it treated is neglect! You should have had a clause that indicated no pets & a clause that stated the carpets must be cleaned at least every 12 months or every 6 months if pets. Urine damage is just that, if not treated in a certain amount of time the acidic state turns into a ph state & a fiber burn will appear & is permanent. The effected pad must be replaced, sub-floor cleaned & sealed for odor, carpet backing cleaned, carpet cleaned & deodorized & stains worked on for reduction. Wear & tear on a polyester is rapid compared to a nylon carpet. Cheap polyesters will develop traffic lanes - wear in just a year unlike nylons. If a nylon develops wear or traffic lanes in 6 years then I would suspect neglect. hope this helps!
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