Zerorez Phoenix Reviews (%countItem)
Zerorez Phoenix Rating
Address: 1431 W Harvard Ave, Gilbert, Arizona, United States, 85233-3052
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This was the first time using ZeroRez and Chris made this a seamless, easy and all-around great experience! Chris walked me through every step and the process works. What an asset you have in the company! Not only was he professional but kind and caring which translated throughout his work! Thank you ZeroRez and thank you Chris! Will be using you in the future!
Not Zerores!
I obtained an estimate for carpet cleaning for ca. $100, the actual charge was ca. $260, the difference being due to a charge for two gallons (!) of special pet stain removal product used on two small bedrooms. I would have been ok with paying the extra fee if it had worked, but no, the carpet is just as soiled as it was before they came. I discussed this with two employees on 8/17/18, including customer service rep. Susan Evans who claimed that their product did not claim to actually remove the stains.
The complaint Ms *** has is that after identifying the location of the urine prior to the cleaning via the use of a UV light, then cleaning and treating the the areas, spots are still UV reactive. Thus, she believes that the treatment is ineffective. Zerorez has attempted to explain to her that the biological treatment removes the bacterial component of the urine, but the UV reactive bioluminescence is a permanent dye and will always remain but is not an indication that contaminants are still present.
The biological treatment bonds and encapsulates the bacteria from the urine, allowing us to remove it but the phosphorus responsible for the spots under UV light is not addressed and may remain permanently in the carpet. Zerorez does not represent that the biological treatment removes the UV reactive dye. To Ms ***’s admission, there is no spotting visible to the naked eye, nor odor remaining after the cleaning. Her main concern appears to be the spots visible via UV light.
While Zerorez is not extending a refund for this matter, we will offer Ms *** a $50 future service credit as a good faith gesture. We acknowledge that further explanation about bioluminescence done during the initial inspection may have prevented this misunderstanding.
Thanks for the reply.
To clarify. a. there is odor - I never said there wasn't; and b. the special treatment their representative sold me to take care of this specific problem obviously was not effective. The residue or "dye" was of course not mentioned at the time, or I would not have bought into the story or the expense. However. it was expensive and just about trippled the cost of the cleaning. By the way, I have a new, pet-stain resistant carpet, which - if anything - should have been a prime candidate for a "no residue " treatment.
Thanks, but no thanks, on the offer of a return visit or future discount.
Zerorez stands behind our work with a 30 day service guarantee. We are willing to re-treat the area to address the customer's concern with odor. However, without being given the opportunity to address the issue, we are not willing to issue a refund. We still will issue the $50 future service credit for the misunderstanding regarding the UV reactive spotting.
On 7/16/2018, we booked an appointment for Zerorez to come out and clean and seal our tile and grout. The appointment was set for 8/8/18. The tech, Trey ***, arrived and we began our expectation talks. I 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 new. I used this as an example and specifically asked if the dirty area could be brought back to that state. At this, Trey said yes it would. If he would have said no, we would have stopped. As a representative of Zerorez, he was now setting expectation of what they could do. I was specific on how we cleaned through the year as well as what cleaning product we used. He said absolutely we can get it cleaned as the living room area. So 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 dried. Once done he said it would take a few hours longer to dry and it would be great. We paid and hoped he was right. We left it alone overnight just to be safe. In the morning we inspected again and It was still discolored.
I called Zerorez and explained my situation and was transferred to a supervisor named Teddie. I explained the situation and asked for a refund. She told me that she would contact the original tech and call back within an hour. She did and told me that she was sorry the tech misrepresented what could be done and explained that they are a cleaning company and do not remove stains and would not refund my money. She did offer a certificate for next cleaning which I would never do. I reiterated my want for a refund since they sold me a bill of goods and did not deliver.
I would never started if they were honest and said the job could not be done. An honest business would have explained and that it could not be done and part ways.
The complaint is the result of a 'he said/she said' argument. While Zerorez does not acknowledge specifically misrepresenting our cleaning abilities, we do acknowledge that had an initial demonstration of the tile cleaning been performed with the customer's approval given to continue, this complaint may have been avoided altogether. It is for that reason that Zerorez is granting the customer's request for a full refund of services.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, 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,
Dan
We had our carpets cleaned today, and they did an amazing job! We will definitely be using Zerorez in the future.
Thank you for taking the time to post your review on the Revdex.com website. We're glad to have been able to serve you!
Zerorez advertised 3 rooms for $129. 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 carpet. I agreed to $75 charge for treatment to rid the smell. During 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 extra. When he was done my invoice was $366, this came as a shock. Manipulative practice, get your charges in order before they start.
Thank you for allowing us to contact you regarding your concern