Attn: [redacted] All Zerorez communication with the customer filing the above referenced complaint has been recorded and maintained. While the one accurate statement in his claim is that he did contact us about potentially cleaning a sectional couch, the remainder of his claim is both...
factually deficient and slanderous. In fact: On 8/15/16 the customer did contact Zerorez through our website. He however chose not to return a voicemail left offering assistance with scheduling an appointment. On 9/14/16 the customer contacted Zerorez by phone to inquire about our ability to clean upholstery and was informed that while we are able to clean most fabric upholstered pieces there are some limitations that would have to be assessed on site at the time of a scheduled cleaning. On 9/21/16 the customer again contacted Zerorez by phone to schedule an appointment. He was informed of the price of our service and stated that he wasn't concerned with the price as a drywall contractor was paying for the cleaning due to damage caused by their employee, namely a paint spill on the fabric. On 9/23/16 the customer returned a voicemail left by Zerorez to confirm his scheduled appointment for 9/26/16 and was granted an alternate time slot per his request. On 9/26/16 a Zerorez technician arrived at the customers property and assessed the item to be cleaned. Due to the severity of the paint stain the technician informed the customer that he did not believe the paint could be removed. At the customer's request, Zerorez offered to attempt to to remove the paint stain only rather than cleaning the entire item at a reduced price of $79 and the customer agreed. Zerorez was unable to remove the paint stain and left the customer's item as they were. On 12/8/16 the customer again contacted Zerorez through our website and was called regarding an incomplete scheduling of an appointment. The customer declined an offer to schedule an appointment and made no mention of previous cleaning or damage.On 2/24/17 the customer again contacted Zerorez through our website and was called regarding an incomplete scheduling of an appointment. The customer did not respond to two voicemail messages left on 2/24/17 & 2/25/17. On 3/21/17 the customer contacted Zerorez by phone and stated that a sectional couch we had cleaned a while ago had developed an odor and requested that we return to clean and deodorize his sectional at no cost. He was informed that Zerorez has a 30 day "Gotta Love It" guarantee, however he was approaching 180 days since we visited his home and therefore would have to schedule another paid appointment in order to have a technician return. The customer declined to set a new appointment at this time and made no further attempts to contact Zerorez directly prior to the filing of this complaint. Revdex.com is welcome to reach out to me if you have any questions. Without response I will consider this matter resolved and expect to see such reflected by Revdex.com on all public access postings. Thank You, Kevin C[redacted] General Manager C - [redacted] O - (317) 388-5141 www.zerorezindianapolis.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have brand new carpets, and our dog is completely house trained. We have no use for a credit toward a carpet-cleaning service, especially one that has been dishonest with us in the past and neglectful in communicating with us through this whole dispute process.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The initial cleaning was handles by a 3rd party painting company that did the damage to the sofa.Pperhaps the voicemails were left for them, but not me.When I contacted zerorez about this I was told that since this is outside of the 30 day guarantee I would have to pay for cleaning but I did not noticethe musty odor way after 30 days as that takes time to start smelling.As it stands I am afraid the sofa may have mold and it is very expensive to throw away so I would apreciate some help and would be willing to pay half for cleaning?
Regards,
[redacted]
Zerorez Indianapolis has a strong commitment to extraordinary customer service, which is supported by our reviews on Revdex.com, [redacted] etc. We also do our best to work with customers that have issues, including coming back to their homes...
when required. In this case, we were not given that opportunity, as the customer had replaced their carpeting. We would like to resolve this fairly with the customer and have contacted them again via voice mail, on May 9th.
While I appreciate the customer's situation is a difficult one, Zerorez has a clearly stated 30 day guarantee for all services performed. The customer's sofa was damaged (beyond cleaning) by another company and any repairs or replacement of the sofa will need to be handled between the customer and that company. In this instance the customer not only failed to notify Zerorez of any potential damages for nearly six months, but also had multiple points of contact with Zerorez between the service and date of complaint and made no claims of damage or service issues. All communication regarding the service provided by Zerorez was conducted directly with the customer and all communication is recorded with date and time stamps. Zerorez will provide no compensation for this customer's damaged item as the item was clearly damaged prior to our involvement as stated by the customer on a recorded call from 9/21/16.
Attn: [redacted] All Zerorez communication with the customer filing the above referenced complaint has been recorded and maintained. While the one accurate statement in his claim is that he did contact us about potentially cleaning a sectional couch, the remainder of his claim is both...
factually deficient and slanderous. In fact: On 8/15/16 the customer did contact Zerorez through our website. He however chose not to return a voicemail left offering assistance with scheduling an appointment. On 9/14/16 the customer contacted Zerorez by phone to inquire about our ability to clean upholstery and was informed that while we are able to clean most fabric upholstered pieces there are some limitations that would have to be assessed on site at the time of a scheduled cleaning. On 9/21/16 the customer again contacted Zerorez by phone to schedule an appointment. He was informed of the price of our service and stated that he wasn't concerned with the price as a drywall contractor was paying for the cleaning due to damage caused by their employee, namely a paint spill on the fabric. On 9/23/16 the customer returned a voicemail left by Zerorez to confirm his scheduled appointment for 9/26/16 and was granted an alternate time slot per his request. On 9/26/16 a Zerorez technician arrived at the customers property and assessed the item to be cleaned. Due to the severity of the paint stain the technician informed the customer that he did not believe the paint could be removed. At the customer's request, Zerorez offered to attempt to to remove the paint stain only rather than cleaning the entire item at a reduced price of $79 and the customer agreed. Zerorez was unable to remove the paint stain and left the customer's item as they were. On 12/8/16 the customer again contacted Zerorez through our website and was called regarding an incomplete scheduling of an appointment. The customer declined an offer to schedule an appointment and made no mention of previous cleaning or damage.On 2/24/17 the customer again contacted Zerorez through our website and was called regarding an incomplete scheduling of an appointment. The customer did not respond to two voicemail messages left on 2/24/17 & 2/25/17. On 3/21/17 the customer contacted Zerorez by phone and stated that a sectional couch we had cleaned a while ago had developed an odor and requested that we return to clean and deodorize his sectional at no cost. He was informed that Zerorez has a 30 day "Gotta Love It" guarantee, however he was approaching 180 days since we visited his home and therefore would have to schedule another paid appointment in order to have a technician return. The customer declined to set a new appointment at this time and made no further attempts to contact Zerorez directly prior to the filing of this complaint. Revdex.com is welcome to reach out to me if you have any questions. Without response I will consider this matter resolved and expect to see such reflected by Revdex.com on all public access postings. Thank You, Kevin C[redacted] General Manager C - [redacted] O - (317) 388-5141 www.zerorezindianapolis.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have brand new carpets, and our dog is completely house trained. We have no use for a credit toward a carpet-cleaning service, especially one that has been dishonest with us in the past and neglectful in communicating with us through this whole dispute process.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The initial cleaning was handles by a 3rd party painting company that did the damage to the sofa.Pperhaps the voicemails were left for them, but not me.When I contacted zerorez about this I was told that since this is outside of the 30 day guarantee I would have to pay for cleaning but I did not noticethe musty odor way after 30 days as that takes time to start smelling.As it stands I am afraid the sofa may have mold and it is very expensive to throw away so I would apreciate some help and would be willing to pay half for cleaning?
Regards,
[redacted]
Zerorez Indianapolis has a strong commitment to extraordinary customer service, which is supported by our reviews on Revdex.com, [redacted] etc. We also do our best to work with customers that have issues, including coming back to their homes...
when required. In this case, we were not given that opportunity, as the customer had replaced their carpeting. We would like to resolve this fairly with the customer and have contacted them again via voice mail, on May 9th.
While I appreciate the customer's situation is a difficult one, Zerorez has a clearly stated 30 day guarantee for all services performed. The customer's sofa was damaged (beyond cleaning) by another company and any repairs or replacement of the sofa will need to be handled between the customer and that company. In this instance the customer not only failed to notify Zerorez of any potential damages for nearly six months, but also had multiple points of contact with Zerorez between the service and date of complaint and made no claims of damage or service issues. All communication regarding the service provided by Zerorez was conducted directly with the customer and all communication is recorded with date and time stamps. Zerorez will provide no compensation for this customer's damaged item as the item was clearly damaged prior to our involvement as stated by the customer on a recorded call from 9/21/16.