Zerorez of Phoenix

I scheduled Zerorez to come in and clean my stained carpets. Everyone that I contacted to schedule the appointment was helpful and friendly, the technician arrived right on time and went right to work. When he was done he suggested I leave the fan on in the rooms I had cleaned to help the carpet dry faster. I was thrilled to see that the areas that had not been stained were exactly the same color as the areas that had been stained!

Review: In April we had contracted Zerorez to clean the carpet and a couch at our residence. We were referred to them through their extensive advertising campaigns on various media channels. When we called to schedule the service I inquired about their processes for cleaning furniture, which is a custom piece costing several thousands of dollars. They assured us that they were very "gentle" and that no harsh chemicals would be used. Additionally their website claims to "Will restore appearance to “Like-New.” Unfortunately this was not our experience. When the technicians came to clean, one of which was a trainee, they permanently damaged our furniture. Immediately after the cleaning, I confronted the technicians about the snags covering much of the couch that had not previously been there. They instructed us to contact their office, which we did, via phone and email as well as sent pictures of the damage. Over the course of the summer we made numerous attempts to contact the office to work through a resolution, we received limited response. In the August/September time frame we finally were able to speak to someone that sent out an additional technician to assess the damage. When that technician arrived, he said he was instructed to cut of the snags. This was something that he (nor I) was ultimately comfortable doing. He left and assured us that he would talk to "management" to work towards a solution. While we anxiously awaited for a response I was able to track down the manufacturer and get a quote to make the repairs ($789.87). As expected we never heard from Zerorez once again. Ultimately we contacted the office and offered them the quote we received for the repairs from the manufacturer. They immediately refused this quote as well as refused to acknowledge that their processes and/or technician damaged our property.Desired Settlement: Per manufacturer replacement of damaged upholstery pieces is $789.87. We would like Zerorez to cover this expense in its entirety.

I contacted the company to steam clean my carpet. The man who came out charged me almost $50 more than what I was quoted. He also said he couldn't get out a "stain" in one of the bedrooms. I also had to follow him around and ask him to go back over the cornors leading from one room into another. After he left, I was able to get the "stain" out which he said would not come out. As the man was leaving he said I would receive an invoice within a few minutes. It had been almost 2 months and I still hadn't received an invoice. I then had to call and request the invoice. After finally receiving the invoice and reviewing it, I was charged a quantity of 2 for 1 room. I then called the company and said that I felt that I was over charged as I was charged basically $100 to clean my living room and was charged $129 for 3 bedrooms. I feel that the price for my living room was very over charged as it is not much larger than my master bedroom. The women said thats how they do their pricing and that she could transfer me to someone to explain the pricing. I said that what I was charged was not what was quoted and they were wanting me to just say its ok, and its not. I am now filing this complaint to let anyone know who is considering Zerorez, that they need to be aware of possibly sharing my same experiance. I personally with NEVER use Zerorez again!

Review: Hello,

So I'm on the phone with a Zerorez salesperson and she tells me the service will cost $86 ,but if I want to use my loyalty discount or any kind of discount then the service will have to cost full price and that is depending on factors that were not so clear to me, except for amount of carpet at my location, She says cleaner employee will judge that.

So I agree to $86. Zerorez cleaner employee gets here and tells me it will be $143 ....that's not fair, I don't have that kind of extra money! sorry, but I need help.

The only reason I allowed the service is because I'm a single dad with 5 year old child and I need clean carpets.

Anyways I question the judgment of the Zerorez cleaner employees judgment of how much square footage of carpet I have at my location, because it so little amount of carpet that the cleaner employee was in and out in less than 15 minutes, I watched the time....how is that fair? (He did not use any measuring tape or device). How is that fair that he can come up with $143 price and I asked him for any discounts and he said no.

I agree to paying $86, I feel that the service may be worth that price, but no higher!

Please refund the remaining dollars to my bank/debit card on file, PLEASEDesired Settlement: I agree to paying $86 of the $143 bill, I feel that the service may be worth that price $86, but no higher!

Please refund the remaining dollars to my bank/debit card on file, Please.

And please don't allow sales people to throw numbers around and speculate and then have employees come out and judge measurements with eyes and no measuring tape.

Business

Response:

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.

Consumer

Response:

Hello Revdex.com,

Zerorez customer service is one of the worst I have every experienced. I have tile grout coming up all over my house they don't complete the cleaning or tell you that you did not purchases the correct service

Recieved a quote by phone for two rooms and stairway. It included 250 sq ft per room plus extra for the stairs. When they arrived they increased the amount stating that the area of the living room exceeded 250 sq ft. I had the carpet installed and know that there is no more than 500 sq feet of carpet in the entire house including the stairs. My impression is that they were trying to pad their profit. I declined their service as a result.

My 20-year old light-colored carpet looks almost new. Great service, nice people, very professional. Highly recommend.

After several tries I gave up trying to get them to my house to clean my carpet.
When you call initially to set up your appointment they give you a day then they say their office will call 2 business days prior to your appointment and give you a narrow 2 hour arrival window. Then they will call you 15-30 minutes before the technician arrives to your home.
The first appointment I never got the call the two days before the appointment. The morning of the appointment I called them only to find that they said they could not reach me but they were sending the technician out. I cancelled and rescheduled. I gave the customer service representative both my wife’s number and my number to make sure they could reach us. I specifically asked to please make certain to give us the call two days prior to confirm the 2 hour arrival window so we could have the house ready, our dogs kenneled, and our children out of the house. I also asked if they could not reach us to please leave a message with the 2 hour window. I was assured that would not be a problem.
The second time they called and left a message 2 days prior but did not say what the 2 hour arrival window would be. Neither my wife nor I can call during the day and by the time we are out of work their call center is closed, but I was able to leave a voicemail. I left messages asking to please call and leave me the time frame so I could have the house ready. I did not hear from them or receive any more calls until 7 the morning of the appointment when they called and said their technician was on the way that we were the first appointment in the morning. I obviously had to cancel because there was no way to ready the house in that short of a time.
I cannot comment on how well they actually clean carpets because I could not get them to follow through with their scheduling promise. It was an extremely negative experience and I would not recommend them to anyone.

Review: Zerorez came to my home on Mon., Nov. 5, 2113 to clean the carpets. The technician was working at the doorway to the master suite. The master suite has double doors. One of the doors has a latch into the door frame. This door was latched into place. The technician tried to open the door. When the door did not open he forced the door open. The latch and the door broke. The other technician, [redacted], tried to stop him by yelling. It was too late. The door broke. I heard it break. [redacted] then claimed that he noticed the door was broken when he did a walk through. He did not mention this before the cleaning started. I told him that the door was not broken. He assured me that someone would come to repair the door. They finished cleaning the carpets. When they were done, [redacted] told me that he was glad that I didn't throw them out after breaking my door. He reassured me that someone would call and take care of the repairs. I paid them the full amount for the cleaning. [redacted] said that the repair damage could not be deducted from the price. Shortly after the technicians left, [redacted] from Zerorez called me. She said that [redacted] stated that the door was already broken and that the pictures prove it. I told her that my door was not broken and that I heard the tech break it. She made more excuses. When I asked her what the botom line was, she said that they would not be responsible for repairing my door. I asked to speak with a supervisor and was told that one would call me.Desired Settlement: I wish for my door frame and latch to be repaired as the technicians stated.

Business

Response:

After speaking with the customer we offered to send our contractor out to make necessary repairs to the damaged door in the master bedroom. The repairs are scheduled for 11/8/13.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We hired Zerorez to clean our carpet and tile. First they gave us an incorrect quote. Their customer service agent implied the service to clean our shower was free. I asked what the price was and she said "It's a new service and not very popular so we don't have a price yet. Just bat your eyes at the technician and they'll do it for you." When the technician came he said it would be $75. When I called Zerorez they said they cannot honor what their customer service agent said because they "couldn't find" the recording of the call to prove it. They did end up honoring the original quote for carpet and tile cleaning so we went ahead with the service. As the technician was cleaning the tile he told my husband there may be a few spots of grout that come up. My husband (who is legally blind) told him to go ahead and keep cleaning. Little did he know that by "cleaning" the tile and grout the technician as ruining most of the grout lines. By the time he was done the grout was pitted and chipped all over and there were several holes. We can't believe the technician didn't use common sense and stop what he was doing when he saw the extent of the damage that was happening. Because my husband gave the ok for them to keep going after the technician's inaccurate description of the problem, Zerorez is refusing to correct the damage or refund our money. According to the Zerorez website "We are happy to offer a 30 day “Gotta Love It” guarantee! If you are unsatisfied with any aspect of your cleaning PLEASE give us a call within 30 days of your cleaning. We will work diligently to fix any problem or concern you may have." Apparently that doesn't apply to us.Desired Settlement: Since our grout did not get clean and was ruined, our desired outcome is a full refund of the charges for the tile and grout cleaning and repair of the damaged grout.

Business

Response:

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

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.

There was no proposed action in the response I received.

Regards,

Business

Response:

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.