Zerorez of Phoenix

Zerorez advertised rooms for $I scheduled and a tech came out to inform me with that basic cleaning the smell would not go away it would just extract from carpetI agreed to $charge for treatment to rid the smellDuring conversation he said he would also do a sealant and something else but didn’t ask me if I wanted or tell me it was extraWhen he was done my invoice was $366, this came as a shockManipulative practice, get your charges in order before they start

Several weeks ago, I heard an advertisement for Zerorez on KNIX radioIt was for three rooms of carpet cleaningI called and made an appointment for Zerorez to come outI was told that there was" an extra charge" of $for the three roomsI still made the appointmentThe next day I had "second thought" about the $extra chargeI don't think that is even legalAnyway, I call Zerorez and cancelled the appointmentIf you are thinking about using Zerorez, don't let them stick "an extra charge" on youIsn't that "Bait and Switch"?

Zerorez is very responsive to customers' concerns and we stand behind our work with a day service guarantee As
evidenced by our prompt attention to Mrs *** feedback, we scheduled a technician to address her concerns about the cleaning at her earliest convenience. We were out with the intent to resolve the issue at that time, however she requested that we come back another time when both she and her husband could be present. We extended our day guarantee to days to accommodate the *** schedule and also their requests for different technicians than had been at the home previously In acknowledgement of the additional concern about the bathroom situation, our technicians are advised not to use client’s bathrooms except in emergency situations. Judging by the description, this may have been more of an emergency situation. Clearly, this would not be the experience that we want our customers to have or the ‘impression’ we would want to leave Technicians that smoke are not to do so in our work vans or at client’s homes and are advised to be aware of their personal hygiene Zerorez worked in earnest to resolve the concerns that were within our power to correct. It seems we certainly could have been more empathetic to the other issues brought forth and acknowledged them at that time Zerorez would be happy to offer a $future service credit to the *** so that they can get the true Zerorez experience the next time they may have cleaning needs for tile, carpet, upholstery, or granite

see Attached document

Our experience with Zerorez had been less than subparThe first tech that came to our home did a horrible job and rushed thru cleaning the carpetThis would be okay if the carpets were actually cleaner than before, but our living room carpet actually looked worse afterwards with a huge black shadow that was not there beforeTo make matters worse, the tech (Josh) asked to use our restroom and camped out in there for about minutes leaving a horrible smellWhen I called to complain, the manager seemed unfazed about the bathroom situation and only offered to have someone come look at the carpet (after trying to say it was most likely our carpet pad)We have had many other carpet cleaners come and clean our carpets in the past and have never had a problemI wish that was the end of our problems with Zerorez, but unfortunately it gets worseThe second tech (Robert) came out to take pictures of our carpet and reeked of cigarette smokeI had to leave the door open for at least mi

Our print and radio advertisements are very clear: 3 rooms of carpet for $129 - call for terms and conditions.  Those terms and conditions may apply to a variety of specific circumstances such as cost for biological treatments, oversized room rates, out of service area fees, and environmental...

fees.  All potential fees, including our $14 environmental fee, are fully disclosed during the estimate process and prior to a technician being scheduled for service.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica} span.Apple-tab-span {white-space:pre} We do not intend to entertain Ms. Piekarski’s request for compensation or further dispute her claims.

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 carpet. We 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 untruthful. Please 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 implies. You can see from the photo that the darker carpet extends behind the bed and nightstand where our equipment did not clean or reach. The 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.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} 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.

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 cleaning. No damage occurred during the cleaning, just the exposure of standard wear and deterioration typical of tile flooring. The customer was advised during the entire process and gave authorization.  Zerorez does not feel a refund is in order.

I do not except that. How are you going to go look at it after its been re done. If you don't do what your paid to do, you should not get paid! That's not a way to run a business. You blatantly ripe people off, if they are not right there watching your tech's work and make sure they are doing a good job. As of calling on the following Monday, are you open on Sunday? No, I looked at it Saturday late in the day after you were closed.If I had been there watching your tech Friday, I think I would of thrown him off my property. Anyway, I should not have had to go back there and re clean what I paid zerorez to do!

[redacted] contacted Zerorez on 10/17/15 requesting a cleaning for an area rug with biological concerns.  She was at that time notified of our service minimum ($143) and that biological issues need to be assessed onsite by a technician.  The appointment was booked for 10/20/15.  On that...

date, the technician inspected the area rug and recommended the in-shop full-submersion cleaning due to the severity of the urine issues and advised the customer of the pricing which was significantly greater than our service minimum.  She declined and no services were performed.[redacted] called the office upset about the disparity in pricing and became very agitated.  Pricing was reviewed at that time and she was not satisfied with that.  We may have been willing to work with the customer on pricing, however, she was verbally abusive to our customer relations specialist and the call was ended.  Her account has been flagged.

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]

On March 9th, [redacted] called to schedule service.  At that time, she requested cleaning for four carpeted rooms and a tile hallway.  When asked if there were any biological issues such as blood, urine, feces or vomit, she stated there were none.  The technician that...

performed the cleaning conducted an inspection of the areas and determined that the tiled area had a polish or coating that made it such that we could not clean it.  She also observed and noted that all the carpeted areas to be cleaned had high traffic and visible wear.  The master bedroom had loose carpet.  And there were two yellow spots determined to be vomit in the son’s room.  These spots came out in the initial cleaning.  The customer signed and received a copy of these service notes.[redacted] called in after our office had closed on the date of his cleaning and left a message that his carpet appeared bleached with streak marks and requested a call back.The following day, Saturday March 21st, [redacted] called in again stating that our cleaning changed the color of the carpet so now, instead of being a light color, the carpet looks dark and dirty.  He requested that someone come back out that day to see it, but we did not have the availability to accommodate that request.  He was offered the earliest appointment in his area which was the upcoming Monday.  He was not satisfied with that and attempted to demand that someone come out that day.  He called again later and spoke with the Customer Service Lead and at that time stated that there were two orange-sized spots where the dog had vomited that did not come out and that the carpet looks dark and has streaks in it.  He again requested that someone be out that day, but was once again told that we did not have a technician in that area to dispatch to his home.  [redacted] emailed photos of the supposed damage claiming that the carpet had been dyed and ruined.  He also called another Zerorez franchise in another state to complain that no one would come out and then called our office a third time that day.  We then dispatched a technician to his home that day to assess and re-clean the areas of concern.  The technician that came out for the re-service was told by the customer that he observed the original technician mix our pre-treatment in a container with dark water and he felt that is what caused discoloration in the carpets.  The technician was not admitted into the children’s bedrooms and was only able re-clean the area in the living room and to assess the dark area in the master bedroom.  The technician stated that the dark carpet in the master bedroom appeared to be a carpet patch and could not determine how our cleaning could have created a discoloration. [redacted] called after the re-service, still unhappy with the results and requested to speak with a manager on Monday.  The technician manager reviewed the photos and offered another service solution utilizing a different piece of equipment to resolve the streaking.  [redacted] was contacted and offered another re-service for that same day.  He reluctantly accepted it, but his desired outcome was that Zerorez pay for at least partial replacement of his carpet.  The technician manager and a lead technician were dispatched to his home, used additional equipment and resolved the streaks in the carpeting.  Photos of the outcome were taken.  The dark patch in the master bedroom was assessed and determined to be a pre-existing condition and not the result of our cleaning.Mr [redacted] called again the following day demanding a call from the owner.  He wanted Zerorez to accept responsibility for damaging his carpet and pay for the replacement.  He was advised that we were in process of looking into his situation further to determine next course of action.  He was not satisfied with that and wants a decision immediately.  He stated he will take legal action and file with Revdex.com.  He also stated that he is going to change out the carpet in the next few weeks anyway and he cannot live with the carpet in the condition that it is in.  He was   strongly encouraged against replacing the carpet with the expectation that we will be paying for it, because at this time we have not accepted any liability for damage.Our Head of Operations called [redacted] personally and told him that we do not feel that our cleaning has caused any damage to his carpet, but we would be willing to hire an independent certified carpet inspector to arbitrate that judgment and that we would agree to any ruling made.  [redacted] refused that solution and no further contact has been made.

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.

Please see attached document

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545; min-height: 14.0px} Mrs B[redacted] contacted Zerorez 2 business days following their cleaning.  Her home was serviced on a Friday...

and they called our office on Monday.  She stated that one of the rooms appeared to not have been cleaned and she was unsatisfied with the results.  Zerorez offered to have another technician come out to the property to re-service the area of concern but Mrs B[redacted] declined.  She stated that the area had already been re-cleaned by use of a Rug Doctor and she only wanted a refund.  She was advised that without the opportunity to address the concern and have another representative out the the property, she wouldn’t be eligible for a refund.  Instead, she was offered a future service credit, which she also declined.     Taking into account their concern about having their home on the market and already having re-cleaned the area, our General Manager approved to refund the room of concern.  The refund of $43 was processed and the customer was notified of the action.   Later that day, Mr B[redacted] called and notified Zerorez that there were additional areas they were not happy with and wanted a refund for those areas also.  Zerorez feels like we had been flexible with our policies and tried to address the customer’s concerns, but after having received a partial refund, they continued to pursue us for more.  We maintained that without the opportunity to inspect and address their concerns they would not be eligible for any further refund.  Considering the conduct in which both the B[redacted]’s addressed the customer service staff while they genuinely tried to offer a reasonable solution to their concern, we feel we have been  understanding and flexible.     Zerorez is not offering any additional compensation to the B[redacted]’s.

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 [redacted]’s call and advised him that because Zerorez was not given the opportunity to address his concerns (i.e. given 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.

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  CO. AND SUBMITTED AN ESTIMATE FROM A CO. IN THE ESTIMATED AMOUNT OF $150.  (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 MACHINE. HIS ATTITUDE WAS BAD. ( I HAVE ASKED FOR $50. SO THAT I COULD GET MY DRAPE CLEANED AND REPAIR MY BOOKS, IF POSSIBLE. )  MY BOOKS ARE VERY SPECIAL TO ME.

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  CO. AND SUBMITTED AN ESTIMATE FROM A CO. IN THE ESTIMATED AMOUNT OF $150.  (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 MACHINE. HIS ATTITUDE WAS BAD. ( I HAVE ASKED FOR $50. SO THAT I COULD GET MY DRAPE CLEANED AND REPAIR MY BOOKS, IF POSSIBLE. )  MY BOOKS ARE VERY SPECIAL TO ME.