Zerorez of Phoenix

Revdex.com: Hello Revdex.com,Zerorez has resolved this with me, they gave me the partial refund I was asking for and I'm so thankful for you and them.Thank you Regards, [redacted]

There does not appear to be a resolution we can offer that will satisfy the customer as they feel our advertisements are misleading - despite giving a specific quote prior to sending a service person to their home

I hired zerorez to clean bed rooms, stairs and a loftWe trusted the service tech they sent to do the work, my wife had to leave and left him [redacted] ) there with our cleaning people to preform the work and he was paid before my wife had to leaveHe was not supervised while he was doing the work he got paid to do Going back the next day I notices he did a fair job on the up stair bed rooms a poor job on loft and stairsDidn't look like he even tried to clean the loft and stairs The master bed room he never touched I had to take a rug doctor in the house I have on the market and clean and have it ready for picturesContacted Zerorez to notify them of the lack of work and poor quality of work that was preformed, Paid them $and they offered $dollars as a refundThey offered to send a tech back to redo the work that should have been done that day the tech was there, but I already did the work with a rug doctor because I was limited on time They refuse to refund

On 7/6/16, Zerorez completed services for [redacted] Sterrett On 7/8, ***, [redacted] brother, called in to complain about the outcome of the cleaning and to notify us that he had already hired another company that successfully addressed his concerns and he wanted a refund Later that day the manager returned ***’s call and advised him that because Zerorez was not given the opportunity to address his concerns (i.egiven notification that they were unsatisfied with the outcome of the cleaning or felt that a spot may be resolved with another treatment or given the opportunity to send another technician or manager to inspect the issue prior to having another company treat the area) that he was not eligible for a refund Mr [redacted] was offered a future service credit but declined to accept it He then requested a call from our General Manager who was unsuccessful in reaching him by phone

We understand the pressure and time-constraints of preparing a home for sale Since we were never never given a chance to even inspect or redo our work, a credit was offered to the customer We refunded the customer the cost of the initial room in question in good faith, but without an opportunity to inspect and address their concerns, Zerorez is not entertaining any additional refunds

I SAW THE TECH HIT MY POOL TABLE, I WAS RIGHT THERE WITH HIM IN EVERY ROOM THAT THE CARPET WAS CLEANED A REP WAS SENT OUT TOOK PICTURES AND SUBMITTED TO ZEROREZ THE REP SAID THE LEG OF THE POOL TABLE WAS DEFINITELY HIT BY ZEROREZ EQUIPMENT WITH MY MANY PH CALLS TO TEDDI, SUSAN AND THE CONTROLLER, I STATED THAT I WANTED TO PICK MY OWN REPAIR COAND SUBMITTED AN ESTIMATE FROM A COIN THE ESTIMATED AMOUNT OF $ (i did not trust the controller to choose a repair person, since he accused me of being a fraud and lying) I WOULD LIKE HIM TO SUBMIT PROOF AND NAME THE PROVIDERS THAT HE CLAIMS I MADE ATTEMPTS FOR ANY ILLEGITIMATE SERVICES AND CASH (THIS IS LIBEL AND SLANDER TO MY REPUTATION.) TEDDI OFFERED ME A REDO BECAUSE I SAID THAT AREAS OF MY CARPETS DID NOT LOOK CLEAN OR ANY BETTER BILLIE CAME OUT AND KNOCKED OVER MY BOOKCASE, SENDING MY BOOKS FLYING ONTO THE WET CARPET AND IN MY BEDROOM HIS MACHINE CAUGHT MY DRAPE, WETTING AND SOILING IT HIS HOZES KEPT COMING APART, LEAVING MY FLOOR WET AND WOODWORK DIRTY BILLIE SAID SOMEONE HAD STOLEN THE CLAMP THAT WOULD HAVE HELD THEM TOGETHER (HE DID NOT HELP PICK UP MY BOOKS WHICH GOT ALL WET AND I HELPED HIM PULL MY DRAPE OUT OF HIS MACHINEHIS ATTITUDE WAS BAD( I HAVE ASKED FOR $SO THAT I COULD GET MY DRAPE CLEANED AND REPAIR MY BOOKS, IF POSSIBLE) MY BOOKS ARE VERY SPECIAL TO ME

We have explained and demonstrated our process, and Mr [redacted] maintains that we have used some chemical agent that has altered the appearance of his carpetWe went out of our way to accommodate his requests to address his concerns and successfully resolved them via the pictures we can provide - yet he perpetuates that we have been unresponsive and untruthfulPlease also see the photo Mr [redacted] provided Zerorez of the finite line of different colored carpet in a bedroom stating that we dyed his carpet It is this room that we are suggesting was a pre-existing condition and possibly a carpet patch and not the Living Room where the streaks were located which the photos he provided to the Revdex.com impliesYou can see from the photo that the darker carpet extends behind the bed and nightstand where our equipment did not clean or reachThe additional photos were taken by the technician manager when he and another lead tech came out to the home and resolved the stripes in the Living Room.We stand by our offer to have a certified, independent carpet inspector go out to arbitrate the concern that Zerorez has damaged or dyed Mr [redacted] carpets and would agree and follow through with any judgment made

We were readying an inherited house for resale Asked ZEROREZ to clean ~yr old, well-managed/often-cleaned, lightly trafficked carpets hrs for $ 7/6/"cleaned carpet" but stated unable to clean/remove "stain" where a recliner-chair sat d/t graphite shavings in the carpet were "unremovable" and "permanent" per Sean B (tech) He stated, "The graphite stain in the family room WILL NOT come outBerber carpet is a very good product, but once it stains in the fashion that this has been stained, it won’t come outThe only solution is a “Bonded Insert” He clearly stated that this stain is "fixed" and that THE ONLY SOLUTION is to remove then replace with a new piece Realtor suggested try a different company who, the next day, easily removed the stain and cleaned other areas of the house that were clearly undertreated/poorly cleaned The carpet looked great Called Sean 7/to speak w/ him about his process of cleaningStated he is "not allowed to use other chemical

Prior to beginning work, the technician and his assistant inspected the [redacted] flooring and identified the pre-existing grout deterioration and communicated this to [redacted] *** A final walk-through and estimate were completed and agreed upon with the homeowner While cleaning, when further pitting was revealed, [redacted] was notified, shown, and advised When asked if he wished for the cleaning to continue, he approved This is all documented on the technician’s service note which was signed by [redacted] *** [redacted] is requesting a full refund of the tile services and the cost of repair of the grout lines Zerorez’s position is that the grout was assessed prior to the cleaning as being in a compromised state, but not in such poor condition that it could not accept cleaningNo damage occurred during the cleaning, just the exposure of standard wear and deterioration typical of tile flooringThe customer was advised during the entire process and gave authorization Zerorez does not feel a refund is in order

Your advertisement on the radio says the cost is a certain amount, $for three roomsWithout even seeing my house, you stuck on an extra $16, not $$or $14, it doesn't matterZerorez advertises a certain amount as the total cost and then adds the additional $or $after the factIf not illegal, it is at best questionable, and unethical

We had our carpets cleaned today, and they did an amazing job! We will definitely be using Zerorez in the future

7/2/- Customer called in while technician was at the home and spoke to the customer relations specialist Customer stated she was told during the booking that the shower was to be included for free Her approved booked services and the pricing to add baths & showers were
discussed She stated she was unhappy about having to pay extra for the bathrooms and she would likely dismiss the technician if we would not include the shower for free An attempt was made to review the original call for the quote - which was at an earlier date than when the services were scheduled. The original call was not recorded to verify if any additional specials were offered so a $discount was applied to bring total to match what she was initially quotedThis included discounting an additional length of hallway and the inclusion of the bathrooms.__SE
7/3/
Customer called in stating that the cleaning significantly damaged her grout - where prior to the cleaning there were originally small cracks and some pieces missing says now there are TONS of small chunks missing She feels that the technicians should not have continued cleaning tile when the damage began to appear
Advised that our process is safe on surfaces and that pre-existing conditions were identified by technician upon inspection and husband acknowledged this and signed the service form Asked the customer to email pics of missing grout Says will be home from work after 3pm__SE
7/3/
Received photos from customer and reviewed them with technician manager - missing grout and pitting was determined to be due to grout deterioration revealed during the cleaning process not due to improper cleaning.
Customer relations specialist discussed appt with technician and he confirmed that during the cleaning when the additional grout spots were coming up that the homeowner was notified & he and his assistant got approval from the husband to continue as well as his signature and acknowledgment on the tile inspection form *** stated at this time that her husband is legally blind and couldn't see the extent of the damageAdvised customer of fix using grout filler available at *** *** - she is not satisfied with this and believes that we are responsible for the state of her grout __SE

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Picture #taken three months prior to them cleaningThere are no stains or patched carpet. Picture #2,Zerorez tech mixed pretreat and deodorizer together and sprayed all over our carpets prior to cleaning then let dry in the two rooms being disputed for a half hourThis was done without our consentThey advertise NO chemicals only waterWhen I asked the second tech about this when he came out he said "It appears to be a chemical reaction" "She should of only used one scoop of powder not two" "You are not suppose to mix pretreat and deodorizer" "The container to apply deodorizer should be attached to a water supply line and sprayer not a portable jug" It appears something was not done correctly as you can see by the picturesThen carpet has light areas running thru dark squaresThe tech also said it was good I took pictures from both angles to show it was discolored and not the carpet nap looking funnyThe techcleaned the carpet five times and then apologized and said this was the best he could do and that I need to have a supervisor look at this.Picture#Service supervisor and another tech came out to clean the carpets a seventh time with two different machinesThey were able to get out 80% of the discoloration but the carpet still has light and dark areas that are not the natural colorNo this is not caused by a seam as the general manager claims.I was very fair with Zerorez and offered to pay for half the cost of the new carpet in the two rooms being disputed because they are approximately seven years oldThey declined my offerThey other rooms have a weird tint to the carpets but are not noticeable because they were cleaned first and the chemicals were removed prior to dryingThe room with the two four inch small pets stains was my sons room upstairs(someone fed my dog cookie dough and it made her sick) The stains did not come out of that room eitherWe actually have stains in all the rooms that were not there prior to Zerorez cleaning.I would accept Zerorez to pay for half the cost of carpet and pad replacement for the two downstairs rooms being disputed and a cleaning refund for the rooms that were not cleaned properly.Regards,*** ***

Mr*** called in on 10/requesting an appointment for carpet cleaning The recording for his booking call has been reviewed- attached- Mr*** requested rooms to be cleaned Our current pricing of rooms for $was explained accurately including the $
environmental fee as well as the required service minimum of $($+$= $143) Mr *** acknowledged the pricing but then asked for a discount He was advised that he was quoted the current special for the rooms he was having cleaned and that he'd need to meet the service minimum to dispatch a technician He asked for the discount from our 'Keep It Fresh Loyalty Email' sent to past customers That offer expired 6/19/and is clearly noted in the email - he acknowledged it was old and we told him that the offer had expired He was advised that he was eligible for the $service and that the technician would help him find additional services at the time of the cleaning to help reach the minimum as the rooms he requested did not meet the minimum Mr *** agreed and appointment was set for 10/26.Out at the home, the technician advised of the $min, cleaned the rooms as requested and collected the total $ It is unclear at this time whether the tech attempted to offer additional services for the balance between the cost of the rooms, ($86) and the environmental fee ($14) which would have given Mr *** $of same-day service credit for any additional services.Zerorez believes that we were honest in our advertising, upfront and clear in explaining the pricing and setting the appropriate expectation for the customer And that Mr*** accepted and agreed to that pricing prior to accepting the appointment. However, we will provide Mr*** with a one-time refund for the requested amount of $as the customer's invoice does not reflect any additional services While we do require a service minimum, our intent to to provide services at the full value of that cost

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There was no proposed action in the response I received
Regards,
*** ***

This is the first we are hearing of a concern for this customer Zerorez does offer a service guarantee We will reach out to the customer in an attempt to resolve concerns with odor However, without the opportunity to return to the home to inspect and address the issue, we
would not be willing to offer a refund

I hired zerorez to clean bed rooms, stairs and a loftWe trusted the service tech they sent to do the work, my wife had to leave and left him ***) there with our cleaning people to preform the work and he was paid before my wife had to leaveHe was not supervised while he was doing the work he got paid to do
Going back the next day I notices he did a fair job on the up stair bed rooms a poor job on loft and stairsDidn't look like he even tried to clean the loft and stairs
The master bed room he never touched
I had to take a rug doctor in the house I have on the market and clean and have it ready for picturesContacted Zerorez to notify them of the lack of work and poor quality of work that was preformed, Paid them $and they offered $dollars as a refundThey offered to send a tech back to redo the work that should have been done that day the tech was there, but I already did the work with a rug doctor because I was limited on time
They refuse to refund

We were readying an inherited house for resale
Asked ZEROREZ to clean ~yr old, well-managed/often-cleaned, lightly trafficked carpets hrs for $
7/6/"cleaned carpet" but stated unable to clean/remove "stain" where a recliner-chair sat d/t graphite shavings in the carpet were "unremovable" and "permanent" per Sean B (tech) He stated, "The graphite stain in the family room WILL NOT come outBerber carpet is a very good product, but once it stains in the fashion that this has been stained, it won’t come outThe only solution is a “Bonded Insert” He clearly stated that this stain is "fixed" and that THE ONLY SOLUTION is to remove then replace with a new piece
Realtor suggested try a different company who, the next day, easily removed the stain and cleaned other areas of the house that were clearly undertreated/poorly cleaned The carpet looked great
Called Sean 7/to speak w/ him about his process of cleaningStated he is "not allowed to use other chemical

On 7/16/2018, we booked an appointment for Zerorez to come out and clean and seal our tile and groutThe appointment was set for 8/8/The tech, Trey ***, arrived and we began our expectation talksI had showed a 9”X11” area in the living room that has been covered by a sofa and rug and the tile and grout underneath was still clean as newI used this as an example and specifically asked if the dirty area could be brought back to that stateAt this, Trey said yes it wouldIf he would have said no, we would have stoppedAs a representative of Zerorez, he was now setting expectation of what they could doI was specific on how we cleaned through the year as well as what cleaning product we usedHe said absolutely we can get it cleaned as the living room areaSo we agreed to move forward
During the cleaning process and when done I checked on the job and I pointed out still dark areas and was told that it’s just wet and will be perfect in a few hours once driedOnce done he

I am the executor/trustee of the estate. My brother, ***, met Zerorez at the property. Apparently Zerorez did not read and/or understand my initial complaint, or more than likely, reasoned that by repeating themselves is the method to settle this issue. In fact, when I spoke with Susan on July 8, she too repeated herself four times, so I am not surprised that their written response did nothing to advance this conversation towards resolution. In my initial complaint, I addressed their rebuttal prior to their response. For the sake of clarity, I will do so again. The technician that cleaned the carpet said the graphite stain was/is a fixed defect, un-removable, and not amenable to any treatment whatsoever that Zerorez was/is able to do. He stated that he is “not allowed” to use other chemicals and that in fact there was/is no way to get rid of that stain. He said that the only way to “fix” the carpet is with a bonded insert. He said that there were no other options or personnel to clean, because that stain “will not come out”. He made it very clear that this is permanently damaged and that our only solution is a bonded insert. If the technician believed that there were/are indeed other chemicals available to him and/or other personnel able to adequately clean the carpet and remove the stain, he would have recommended these. He did not. In fact his only suggested option is removing that piece of the carpet and gluing in a new piece of similar carpet. If a mechanic states that he is unable to fix a tire, a fuel pump, or a transmission because of permanent damage and that the only solution is replacement, then the customer believes that mechanic in that it is unfixable. If a physician states that he cannot fix a hip or knee because of irreparable destruction and the only option is to “replace” it, then the patient believes that this physician is telling the truth and unable to fix it and only replace it. Customers believe what the representatives of companies tell them. This technician stated, as I have quoted above, that Zerorez cannot clean/fix the graphite stain. Additionally, Zerorez in none of their communication, verbal or written, did/does make(s) any mention to having a “day opportunity” policy. The expectation that a customer is to be knowledgeable of a company’s non-communicated and/or private policy is unrealistic and unreasonable. Yet Zerorez clearly assumes that somehow I was expected to be aware of this undisclosed rule and seeks to hold the estate accountable. This is a feeble argument. If they have this policy, it behooves them to communicate this prior to or during their service. It is also clear that Zerorez is leaning on this unrevealed policy as a loophole to avoid accountability. In reading their responses to other complaints and reviews, it is obvious that they do not seek to take ownership of a problem or an issue but rather shift blame, which is what they’re doing in this case. Somehow, this is my fault that they were unable to provide an adequate service, and clearly communicated that their inferior product is impotent yet expensive in this regard. As far as the general manager, Ben, “unsuccessful(ly) reaching (me) by phone”, this appears to be another example of blame-shifting. It could be that he was unsuccessful in reaching me because he never made the attempt. I have a smart phone. It records every single phone call. Ben never reached out to me. He still can. My phone number is ###-###-####. As stated in the initial complaint I wish to resolve this problem and would prefer complete reimbursement of the $from Zerorez as this is the right thing to do. My concern is that Zerorez seeks to avoid responsibility, not act ethically and with integrity, and continue to shift the fault to the customer. This is their fault as they evidently have an inferior product. The principled thing to do is to be answerable/accountable, own their problem of communication, and return the $323. But as I stated in my initial complaint, at the very least, Zerorez should reimburse me the funds to get the carpet cleaned correctly. Thank you*** *** fbo *** Revocable Family Trust###-###-####---------------------------------------------------------------...⇄