Zerorez of Phoenix

Your advertisement on the radio says the cost is a certain amount, $129 for three rooms. Without even seeing my house, you stuck on an extra $16, not $14. $15 or $14, it doesn't matter. Zerorez advertises a certain amount as the total cost and then adds the additional $16 or $14 after the fact. If not illegal, it is at best questionable, and unethical.

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.

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.

We hired zerorez to come clean our floor before we moved in. My husband gave the person the square footage and how house is laid out. The company preformed a bait and switch they told us it would be $310 and when they came the gentalman said it was $407. We declined, what kind of buissness does this I thought they were high to begin with. The guy who came said that this was the price or nothing. I will never use them this was a horrible first experience and I will tell all my family and friends about how we were treated. Not only to boot we didn't have time to hire anyone else. So... This sucks!!!

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

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 have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Picture #1 taken three months prior to them cleaning. There are no stains or patched carpet. Picture #2,3 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 hour. This was done without our consent. They advertise NO chemicals only water. When 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 pictures. Then carpet has light areas running thru dark squares. The tech also said it was good I took pictures from both angles to show it was discolored and not the carpet nap looking funny. The tech. cleaned 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#4 Service supervisor and another tech came out to clean the carpets a seventh time with two different machines. They were able to get out 80% of the discoloration but the carpet still has light and dark areas that are not the natural color. No 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 old. They declined my offer. They 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 drying. The 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 either. We 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,[redacted]

Zerorez to look at the full complaint and only responded to a portion with false accusations. This.is another example of their poor customer service and attempt at scamming customers out of the maximum amount of money possible.

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,

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,

I am the executor/trustee of the estate.  My brother, [redacted], 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 “30 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 $323 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 false 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
[redacted] fbo [redacted] Revocable Family Trust
###-###-####
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Mr. [redacted] called in on 10/22 requesting an appointment for carpet cleaning.  The recording for his booking call has been reviewed. - attached-  
Mr. [redacted] requested 2 rooms to be cleaned.  Our current pricing of 3 rooms for $129 was explained accurately including the $14...

environmental fee as well as the required service minimum of $143. ($129 +$14 = $143)  Mr.  [redacted] acknowledged the pricing but then asked for a discount.  He was advised that he was quoted the current special for the 2 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 6/19/15 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 $143 service and that the technician would help him find additional services at the time of the cleaning to help reach the minimum as the 2 rooms he requested did not meet the minimum.   Mr [redacted] agreed and appointment was set for 10/26.Out at the home, the technician advised of the $143 min, cleaned the 2 rooms as requested and collected the total $143.  It is unclear at this time whether the tech attempted to offer additional services for the balance between the cost of the 2 rooms, ($86) and the environmental fee ($14) which would have given Mr [redacted] $43 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. [redacted] accepted and agreed to that pricing prior to accepting the appointment. 
However, we will provide Mr. [redacted] with a one-time refund for the requested amount of $57 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.

7/2/14 - 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 $57 discount was applied to bring total to match what she was initially quoted. This included discounting an additional length of hallway and the inclusion of the bathrooms.__SE

7/3/14

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

7/3/14

Received photos from customer and reviewed them with technician manager - missing grout and pitting was determined to be due to normal 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.  [redacted] stated at this time that her husband is legally blind and couldn't see the extent of the damage. Advised customer of fix using grout filler available at [redacted] - she is not satisfied with this and believes that we are responsible for the state of her grout.  __SE

On 7/6/16, Zerorez completed services for [redacted] Sterrett.  On 7/8, [redacted], [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.

The customer's request of a full refund has been denied, so yes, we have repeated our position as it has not changed.

Zerorez has listened and responded to all of the concerns brought forth by Mr [redacted] both on the several discussions via phone as well as detailed in his requested formal letter of apology.  His request of a full refund has been denied as the work quoted on site was completed, authorized, and even in Mr [redacted]'s opinion, was performed well.     We have taken the issue about the technician's unprofessional conduct seriously and will be handling that internally.  For Mr [redacted]'s inconvenience for the issues of arrival time and issues resulting from the initial estimate and the work needing to be done at the home, Zerorez responded immediately by applying a $40 discount to his invoice.

Zerorez has been in contact with Mr [redacted] throughout the process and has genuinely listened to the customer's concerns.  We provided a sincere letter of apology and applied a discount to the service at the time of the cleaning.  Mr [redacted] has stated that the cleaning was exceptional and...

his carpets look 'immaculate.' We are taking his feedback about technician conduct seriously, but do not agree that a full refund is in order.Attached are copies of apology and follow up correspondence.

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.

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.

Review: I had my carpets cleaned on 3/20/2015 by Zerorez. I watched the tech put two scoops of a powder substance into a portable spray container that had a couple inches of a brown liquid in it then add water. She went into the house and sprayed the carpets with this pretreat before starting to clean. This stood out because they are not suppose to use any chemicals, this is why we called them. When she cleaned the carpets they turned dark brown and had large stains on them. These were carpets that were a light color without any discoloration prior to cleaning. We were having a dinner party and just wanted the carpets freshened up. The carpets were in perfect shape.(We have before during and after pictures)I called the office and they sent someone out the next day. The tech cleaned the carpet five times and said it must of had a chemical reaction but this was the best he could do. The carpet was closer to the original color but still had stains everywhere. I called Zerorez again and they sent out a manager and another tech to clean again. The stains did not come out and are still there. I called back to Zerorez and there service manager had the general manager call me. He said the carpet was discolored due to a bad carpet seam and there is nothing they can do. I sent before and after pictures to their office, customer service and the franchise office on 3/24/15 asking for someone to contact me to get this matter resolved. No one will return my calls and my carpet is ruined.Desired Settlement: I understand that my carpet was six years old. I suggested to zerorez that we could prorate the age of the carpet and I would pay for half the cost of replacement.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Picture #1 taken three months prior to them cleaning. There are no stains or patched carpet. Picture #2,3 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 hour. This was done without our consent. They advertise NO chemicals only water. When 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 pictures. Then carpet has light areas running thru dark squares. The tech also said it was good I took pictures from both angles to show it was discolored and not the carpet nap looking funny. The tech. cleaned 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#4 Service supervisor and another tech came out to clean the carpets a seventh time with two different machines. They were able to get out 80% of the discoloration but the carpet still has light and dark areas that are not the natural color. No 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 old. They declined my offer. They 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 drying. The 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 either. We 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,[redacted]

Business

Response:

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.