Zerorez NC

Item left on the floor is damaged because of careless employeesOn Monday 04/14/2014 the employees of Zero Rez came to my house. No one at the house was notified that they would be coming. After getting over the initial surprise they were allowed to enter to begin the carpet cleaning service.I would like to think the employees would make sure everything was off of the floor before cleaning the floor. No! This was not the case. I had a newborn car seat on the floor. The car seat was purchased brand new and has never left the house at this point. Now when the carpet cleaning service was done, there was solution/product all over my child's car seat. I tried to wipe it down as much as I could. However, the more I wiped the more product/solution I found. This is highly unacceptable. Who wants to bring purchase a nice and expensive car seat for their newborn child to have it damaged by someone, no one! At this point I am afraid to use the car seat because I do not know what the product/solution contains and I do not and will not put my child at risk because of the ignorance and carelessness of this company. I called this morning to complain and was asked "what would you like us to do"? This is highly unacceptable once again. I now have to purchase a new car seat to ensure my child's safety. The employee that I spoke to told me to bring the car seat the office in Wake Forest. Here is the issue with that. I live in [redacted] NC and Wake Forest NC is over an hour away. So this would mean I am losing more time and more money due to this company and guess what - this is unacceptable once again!I asked to speak to a manager and was denied. I will continue submitting claims via Revdex.com, I will also reach out to the local news and whistle blower and whoever else until I feel like this issue is resolved and I am satisfied. I am sure you do not want your company name tainted off of the laziness, carelessness and ignorance of your employees.If I decided to keep the car seat and something was to arise in my child's health due to this solution in this car seat you would now be looking at the biggest law suit ever. So in order to avoid any of the two things happening, it will be in your best interest to contact me so that we can schedule my compensation/refund.Thank you! Desired SettlementI am asking for a refund of my car seat as I will have to purchase a new one. Since my child is due to be born any day, this will need to be done as soon as possible. I can provide receipts of the purchase price.And or a refund of the services provided on Monday 04/14/2014Business Response We have spoken to the Mrs. [redacted] on several occasions with every intent to resolve this matter. During the initial conversation when we asked her to bring the carseat to us she stated she had thrown it in the dumpster outside. After another conversation in which we requested again that we would need the carseat in order to be able to compensate her for it, she then stated it was under her carport. We have offered to as the carseat and discuss compensation if necessary, however we need the old carseat that was "damaged" by our company, as we cannot just issue checks to customers without proof that we have damaged the item. Consumer Response Unfortunately, I do not know who has provided this response. You should review and advise accordingly. However, this information is just as erroneous and terrible as your customer service. I originally advised that the car seat is outside at the dumpster, not in the dumpster. Yes, I did state that I WOULD NOT come to Wake Forest, which is over an hour drive for me. Why would I do that? That means more time, more gas and more money wasted on behalf of this company. Just like you came to my house when you were getting paid for a service, you can do the same. It's clear, that you have my address and contact information. Therefore, coming to my house would not be an issue. I have previously attached pictures of the car seat. You reviewing the pictures will be the best thing for us both.I was advised by the "operations manager- [redacted]" that the only thing this company uses to clean carpets is water and the residue and product that's on the car seat was not left by the employees. This is an even bigger lie. So if you are only using water to clean carpets, you are clearly cheating your customers. This will be an even bigger issue and battle to fight once everyone finds out that you "only use water". You WILL NOT have any more customers. Should this issue here in regard to my car seat not get resolved sooner than later, you definitely WILL NOT have any customers. I am prepared to further involve the North Carolina Attorney General's Consumer Protection Division, my personal legal attorney, any and all news station.

Great people always great service. Love love love the fact that they do not use chemicals and always do a GREAT job!","pos-1

Zerorez has been cleaning my carpets for the past 3-4 years, always with good results. I had the carpet in my living room, hall, and master bedroom cleaned 3 months ago and in the past 3 weeks, the carpet in the living room is showing stains and dirt almost as bad as it was when it was cleaned. I called Zerorez today-8/12/2014- and explained this problem and that I would like for the living room to be redone. The woman I spoke with said that since it had been "well over 3 months" that they would have to charge me $57.00 for the service. I told her that I did not think this was reasonable since I had never had this problem with them before. We could not resolve this issue on the phone and I told them I was filing a complaint with you.Desired SettlementI would like to have the living room cleaned at no chargeBusiness Response When the customer contacted us on 8.12.14 she stated that we had cleaned her carpet in May 2014, and that her living room started to show dirt again aproximately 3 weeks ago. We explained to her that we guarantee satisfaction and the cleaning for the first 30 days. However, Since it has been over 3 months since the time of her service, we are unable to come out for free. We tried to go a step further and offer to reach below our company minimum of 2 rooms for 109.00 and come out to clean just that one room for 57.00. This was still not satisfactory to the customer. Unfortunately, there has been 3 months worth of traffic on the carpet since her cleaning, and the showing of dirt over 3 months in a high traffic area such as a living room is normal, and since it is three times beyond the guarantee time frame, we are unable to clean this room again at no charge. The best offer I can make would be to even reach a little lower and offer to come out even more below our minimum at 47.00 for the one room. Consumer Response Zerorez has cleaned my carpets for 3-4 years and I've never had the carpet show the kind of restaining and dirt build up that it showed this time. I can only conclude that the technician did not do a thorough job, and I do not see why I should have to pay for his poor work.Final Business Response We are committed to standing behind our work, however if the cleaning was done improperly, you would have had issues within the first 2-3 days. If this request were within the the first 30 days we would have happily came and re-cleaned the room for free. It has been over 3 months since the cleaning was completed. Normal traffic in a regularly used room such as a living room, is going to show dirt after 3 months. We are already offering above and beyond our normal policies and procedures by offering to re-clean the room well below our minimum service call charge. We will happily re-clean the room for the cost of 47.00 (over a 50% discount from our minimum cost).More info received from the consumer 2014-08-14I am not satisfied with their response; if the carpet had been properly cleaned it would not be showing the reappearance of dirt at three months. I have never experienced this before. Their reply shows a complete lack of integrity and the public should be informed of this in your records

Tiles were damaged when cleaned on 1/8/14. Company will not respond after agreeing in email to have this fixed.On January 8, 2014, [redacted] hired ZeroRez to clean certain areas in their offices located at XXXXX [redacted] NC XXXXX. A portion of the flooring consists of tiled areas in the office in the foyer, kitchen, break room and bathrooms of [redacted] office. Prior to beginning the work, on or about January 8, 2014, [redacted], Firm Administrator of [redacted] discussed with representatives of ZeroRez the cleaning process and whether it would damage the tiled areas. [redacted] was reassured that the cleaning process would not damage the tile; however, following the completion of ZeroRez's cleaning, [redacted] in fact became aware of damage to the tiled areas. Specifically, the grout around the tile in certain areas was damaged and, thus, tiles were loosened in the floor. Additionally, the sheen of the tiles in certain areas was removed. The damage has created not only an aesthetic issue, but, more importantly, a potential safety hazard in high-traffic areas of the office. [redacted] notified ZeroRez of the damage on the day that the work was completed - January 8, 2014. The following day, representatives of ZeroRez came to review the damage and attempted to scrub the tiles to bring them back to their original appearance; their efforts were unsuccessful. Subsequently, Mr. [redacted] as well as another representative of ZeroRez, came to inspect the damage. Mr. [redacted] accepted responsibility for the matter and reassured [redacted] that ZeroRez would not only refund the monies paid by [redacted] for the cleaning services, but also would cover the cost of having the tiled areas repaired to [redacted] satisfaction. The parties discussed having the tiled areas replaced by the service provider of [redacted] choice; however, the tiles were no longer in production and replacement tiles were not available. As such, [redacted] and ZeroRez discussed having a tile/grout company, of [redacted] choosing, repair the loose tile by regrouting around the impacted areas as well as buffing the tiles in an attempt to return them to their previous sheen. On February 5, 2014, [redacted] received further confirmation from ZeroRez, in the person of Mr. [redacted] indicating that ZeroRez accepted responsibility for the damage and would cover the cost of such repairs. Additionally, Mr. [redacted] indicated that the matter would be resolved within 10 business days. To date, the tiled areas remain unrepaired. Per their agreement, [redacted] notified ZeroRez of its choice of tile companies - [redacted] - and ensured that ZeroRez received all necessary information and paperwork for [redacted] to complete the repair work. On or about February 17, 2014, [redacted] scheduled with [redacted] to complete the agreed-upon repairs. [redacted] was subsequently notified by [redacted] however, that ZeroRez had failed to complete the terms of engagement with [redacted] necessary to begin the repair work and that the scheduled appointment with [redacted] had been cancelled. Finally, after many requests for information on the status of the matter, [redacted] was notified by ZeroRez, in the person of [redacted] on March 10, 2014, that the matter had been forwarded to their insurance company. On both March 10, 2014 and March 24, 2014, [redacted] requested from ZeroRez, again in the person of Ms. [redacted] the contact information for the company's insurance company. To date, [redacted] has not received any further communication from ZeroRez or its insurance company.Desired SettlementWe are seeking the agreed-upon repair amount of $7,800 to restore the hazardous tile and grout to original safe standards and to restore the sheen of the tile to the original condition by [redacted]Business Response This was resolved. Payment was made to them in regards to this incident.