Zerorez

I am rejecting this response because: The response from Zerorez is extremely poorly written just like the report from the service person The service persons internal report (read to me by the original person called stated urine should be poured on the carpet.Facts:- Service person found one spot along an outside wall approx3"x24" where he though there might be cat urine - no other places- Service person found one other spot that was yellow under tile and told renter it was cat urine - we inspected and it was found to be adhesive - kept pushing to do complete floor to eliminate any problem - pulled tile up and inspected and made no comment of installation.- Service person said he did a extra thorough job of flushing extra hot water through carpet tiles to make sure it was very clean - moisture got under the rubber backing during this flushing and was not completely extracted and in fact reactivated the "approved latex contact adhesive - confirmed by flooring company and seller of Shaw - clear acrylic co-polymer adhesive that is solvent free - and contains no hazardous chemicals - CRI Green label criteria.- Water left under the rubber backing started to mold and smell after 24-hours due to not being extracted properly.The attached response suggests I was offered

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hello Mary, We do apologize for any inconvenience we may have caused with the cleaning serviceWhen it comes to biological issues there are a number of factors that come in to playAge of carpet, how was the stain caused, have other products been used, etcUnfortunately we cannot guarantee stain removal, we can remove the bacteria and odor but staining can be permanentWe do have a day service guarantee here at Zerorez and would be happy to set up a follow up appointment for those areasWe cannot promise those stains will come out but we do want a follow up appointment before a monetary refundIf you have any questions or additional concerns we would be happy to help in any way we canWe take all customer feedback seriously, good or not so goodPlease contact our Customer Relations Manager at 651-779-ext

I am rejecting this response because:Any business conducted should be done right the first time around. It is a waste of time for Zerorez to come out again to do a job they should have done right the first time. With tenants moved in. It was inconvenient and unprofessional to have a cleaning done when there are tenants living there. I'll keep spreading the word on your services. It will be worth the trouble. Zerorez doesn't deserve the business. Very unprofessional and it should be illegal for you to take money for shoddy work done. I will be filing more complaints with other consumer service agencies as well. Like I said before, no company should be taking money for shoddy work. You had the chance to earn business. Now that will be the only time you get it.

Mr*** had the ducts and carpets in one of his rental properties cleaned by Zerorez on 11/28/There was pet urine in the areas we were cleaning but Mr*** declined our urine treatment against the advice of our technicianHe sent in a review via our customer service rating site
(Listen360) on 12/saying he was unhappy with the carpet cleaning, so we reached out to him to set up a re-service (second cleaning)Mr*** declined having us out again under our 30-day guarantee because he had tenants living there already, saying he "just wanted his money back." I offered to have another technician out to take a look and verify that the results were not up to our standards, and Mr*** declined.Per our policy, if we aren't given the opportunity to re-clean the carpet or at the very least inspect what had been done we do not offer refunds.I sent him an email stating this on 12/7, to which he replied:"It's alrightI will just be telling others about the quality of your servicesWell worth the bad publicityI just want my refund for the carpet cleaningNothing moreI'd gladly pay but it wasn't any cleaner than before."He was sent a letter by our accounting department on 2/stating that if we did not receive payment by 3/that the case would be sent to collections, which we did on 3/22.We provided a service to Mr*** and deserve to be paid for the serviceWe offered multiple times to come out and re-clean anything he was unhappy with but he would not allow us to uphold our guarantee

*** and I (Dennis) did speak today in regards to the serviceOur advertising states our pricing starts at $per openingThe service was scheduled for our premium service which starts at $per openingOn the day of service the tech was shown the area and then *** the homeowner leftThe
tech built a relationship with the son as they both served in the militaryOur tech advised the son if he were to remove the vent covers it would save them over $from the premium service to standard serviceThe original technician was also advised that the home was in "disarray" as their was remodeling done and the home was being prepared to sellAfter the initial service where neither homeowner was present we were notified of the concerns with left over debris and pricingWe had our duct supervisor out to the home and again was met by the sonThe supervisor spoke to *** over the phone on the areas of concernThe supervisor with the sons guidance from the home owners cleaned by hand all of the areas requestedOur supervisor also discussed over the phone with the husband the pricing for the cleaning and how that was adjustedAfter the follow up appointment Zerorez was called again with requests by name to speak with the ownersThe customer relations manager, Dennis, and *** spoke in detail about the cleaning, pricing, and our day service guarantee to make sure things are clean*** said a number of times in the conversation that he was not present for either serviceDuring the conversation it was the CRM's understanding that everyone was on the same page and there was never a request for a refund with things ending on a very positive noteDue to their honest feedback Zerorez offered a $gift certificate with no expiration on any and all servicesThe CRM also advised *** that he himself would be happy to help them personally in the future for any projects they may need assistance with

I am rejecting this response because:
while the response is mostly accurate it does not include the following facts. ZEROREZ never indicated we needed to be home - only that someone over the age of be present. My wife also liked the initial technician. He was friendly and looked for ways to save us money. My wife left for work feeling like the job would be done right. She even thanked him for his military service.When I cam home I noticed work was not done and they did not clean up after their work. I called and they sent a technician days later after my family had already had partially cleaned up. ZEROREZ has not ever apologized for things not being done right the first timeI clearly heard on KSand from Dennis that rates were up to $not starting at $22. When the first tech told her that money would be saved if my son helped, she still understood the vents would still be cleaned. They weren'tMy wife noted the house was a"mess." This should not have been a license for Zerorez to not clean up after themselves. Instead it should have been notice of the need to do the job right. A second visit should never have been needed. We kept some areas "untouched" for the second technician to view. It was not all of the issues - my family had already cleaned some of the areas. A $service voucher is not worth anything. We expect a partial refund for service not done right the first time and/or not completed resulting in a second visit and my family completing work that was paid forPlus that lack of understanding by ZEROREZ of how customers should be respected once concerns are noted. I do not expect a full refund. ZEROREZ did complete some work that they promised. I expect a refund for work not completed the first time resulting in my family having to clean and a second visit. My conversation with Dennis was friendly. I am in law enforcement, so I do keep my coolYet, I am not happy with ZEROREZ

Initial Business Response /* (1000, 5, 2015/07/08) */
All of our estimates are sight unseen over the phoneOur technicians assess and finalize all pricing in the home the day of the serviceAccording to the notes our technician provided, everything was discussed and agreed to by the customer
prior to services performedWe also provided a "plus one service" which is an area our technicians decide themselves to clean for free on site (see notes below)
We did not receive any follow up from the customer after the service to be able to address the concernsWe provide a follow up customer service survey to every appointment we clean so our customers can provide any feedback they wish after appointmentsIn this case that survey was not completed, nor was there a phone call or email received by Zerorez after the appointment
We take all feedback seriously here at Zerorez and do everything we can to provide complete customer satisfactionWe have a day service guarantee where we have our Quality Assurance Specialist come to the home assess and clean any areas of concernWe would be willing to extend that day service guarantee to have the home assessed/cleaned for the customerWe ask that we be given the opportunity to do soFor this extended service guarantee we would need to be contacted by phone 651-779-extfor Customer Service or via email at [email protected]
On 6/1/We were called and provided a sight unseen estimate over the phone
2:16pm HL
Customer called inquiring about pricingHe will call back when he is ready to scheduleEst saved
Br - $
Br - $
Dr - $
Fr - $
Hall - $
St - $
On 6/3/We booked the appointment, again providing a sight unseen estimate over the phone that is a guideline of pricing as our technicians finalize all pricing in home
6/10/We provided service at the homeBelow are the technicians notes that we require for every appointment our technicians clean:
"Client had year old carpet with spots and stains and wearHe showed me every room he wanted cleaned and I told him
the price and he got upset saying this is "bull st" and I'm "pissing him off" he said he already told the phone room
everything that was listed and this is what was quotedI had dispatch pull the call and that's not what they saidThey said
each set of stairs was 60, and that the tech would as the areas on sightThey also said he was mean on the phone
So I was dealing with an unhappy customerHe still wanted it doneGave a landing as a plus one serviceTech told
client the difference between a spot and a stain and how I'm am able to get every spot, yet I cannot get out stains,
however, your carpet is percent clean when I am finishedClient understoodTech also explained the wicking
process and how I can clean what I can see, but if anything had gotten lower like in the backing or the pad of the carpet,
there is potential of it wicking back upClient understoodTech explained to client that traffic areas are permanent
damage to a carpet and when I am done cleaning everything is going to be 100% clean, however you are still going to see
the traffic areas due to the fact that the fibers are damaged and just cast a different shadowing on the carpetClient
understoodThe carpet cleaned up niceWear remained in each roomClient was satisfied."

Initial Business Response /* (1000, 5, 2015/08/05) */
All of our estimates are sight unseen over the phone. Our technicians assess and finalize all pricing in home the day of service. We make all of our customers aware during the booking call that biological issues are an additional charge that the...

technician will have to finalize day of service depending upon each customer's carpet.
On the initial visit the technician did identify multiple areas that the dog had accidents on. According to his notes there was a conversation had on all possible outcomes. His notes also mention that the odor causing bacteria was eliminated but that some staining remained and stains are permanent discoloration that cannot be removed. This can happen to the carpeting due to the acids in urine. Also, many products were used before Zerorez arrived which does increase the chances of stains becoming permanent. The permanent staining of the urine spots was discussed again after completion of the services. Our technician also provided $55 in additional free services which we call "plus one" services and these are listed on the invoice.
The customer contacted us with concerns from the original service and as per our 30 day service guarantee returned to the home. We had conversations again explaining the permanence of staining. We treated all areas that had the biological issues again to make sure that the carpeted areas were clean. After completion of services the 2nd time we were unable to remove or improve the discoloration of the staining, however, the carpet is clean.
Unfortunately we cannot guarantee any biological treatments. The only guaranteed way to remove biological issues is replacement. We do apologize for any inconvenience and frustration we may have caused but there are stains in the carpeting that we cannot remove when dealing with biological issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
[redacted] Please use the online complaint system to access the attached document

Initial Business Response /* (1000, 5, 2015/08/21) */
All of our estimates are sight unseen over the home. Unfortunately when it comes to biological issues we do have to charge more. According to the technician's notes the areas were heavily affected with animal urine. Our technician did provide...

over $200 in additional free services for the issues.
With that style carpeting it has a cloth backing that soaks up any moisture. The padding is a high quality moisture barrier pad that prevents anything from soaking to the sub floor. Any moisture that penetrates through the carpet sits on the surface of the pad. So with the issue contained to the surface of the pad and the cloth backing soaking the issue up it can be extremely difficult to resolve without doing the proper treatments.
Chris, your technician, advised that level 2 pad extractions were needed and his estimate was $1,400 for the areas. He was advised that amount was too much so he was willing to do areas for free and dropped the estimate to $1,100. Our technician was still advised that was too much and a call was made to the husband who advised that we were to only do level one topical treatments. Only doing the level one treatment's along with the cleaning and fiber protection got us to the $574.99 with tax.
Christopher is our lead trainer here at Zerorez. He still provided free level 2 treatments on the worse areas to not only to train but also attempt to help the situation in the home. He also provided free areas of fiber protection. The free services were valued at over $200.
We are only here to help and did not cause the issues. Chris provided instructions and advice on what needs to be done to remedy the biological areas. He even mentioned that he and his trainee were given cookies during the appointment for their efforts cleaning.
Here at Zerorez we do have a 30 day service guarantee and will have another technician out to the home and assess the areas if you like. Please give us a call at [redacted] if you would like another appointment that would be free of charge to set up.

Initial Business Response /* (1000, 6, 2015/09/21) */
[redacted], we do apologize for any inconvenience caused in all this to you and your family. I appreciate you taking the time to discuss things with us today (9/21/15) and we are moving forward to resolve this for you.
Initial Consumer Rebuttal...

/* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/10) */
Hello Mary, We do apologize for any inconvenience we may have caused with the cleaning service. When it comes to biological issues there are a number of factors that come in to play. Age of carpet, how was the stain caused, have other products...

been used, etc. Unfortunately we cannot guarantee stain removal, we can remove the bacteria and odor but staining can be permanent. We do have a 30 day service guarantee here at Zerorez and would be happy to set up a follow up appointment for those areas. We cannot promise those stains will come out but we do want a follow up appointment before a monetary refund. If you have any questions or additional concerns we would be happy to help in any way we can. We take all customer feedback seriously, good or not so good. Please contact our Customer Relations Manager at 651-779-8888 ext.115

Zerorez was made aware during the booking call that there was the possibility of animal biological in the carpeting. Once technician arrived cat urine was found. Technician advised customer just to replace the tiles that had the bio issues. Customer told tech to perform services. After the service...

customer called in with concern with remaining odor. We were able to get a supervisor back out to the home 5 days later per our 30 day service guarantee. When our supervisor arrived all the tiles were pulled up off the flooring service. He was told we would be refunding the cleaning, taking the all the tiles with him, and removing the adhesive that was used for the tiles that was on the subfloor. When the tiles were brought back to Zerorez they were inspected. They still had/have remaining biological odor and the incorrect installation method was used to install the tiles. When the customer was spoken with we were demanded to provide all the things above again. The manager was given multiple "chances" to do what was requested and when those requests were denied the customer demanded all internal notes and all names of employees worked with as he was now getting his attorney involved with threats of litigation. Zerorez was not able to perform our service guarantee and a pre-existing issue was the reason for the odors in the tiles.

I am rejecting this response because:Any business conducted should be done right the first time around. It is a waste of time for Zerorez to come out again to do a job they should have done right the first time.  With tenants moved in. It was inconvenient and unprofessional to have a cleaning done when there are tenants living there.  I'll keep spreading the word on your services. It will be worth the trouble.  Zerorez doesn't deserve the business. Very unprofessional and it should be illegal for you to take money for shoddy work done.  I will be filing more complaints with other consumer service agencies as well. Like I said before, no company should be taking money for shoddy work. You had the chance to earn business. Now that will be the only time you get it.

Per our 30 day service guarantee which we honored by coming out a second time and completing all services requested as well as providing over $300 in discounts on the day of service we will not be providing a refund for services completed.

Initial Business Response /* (1000, 5, 2015/08/18) */
We do apologize for any inconvenience caused by this. We do appreciate your patience while we figured this out. Yes our technician did lose the check for the the appointment. We found out that the check was thrown away accidentally that is why...

it has not been presented for payment. We also have been trying to contact you to make you aware that we will not be charging you for any of this but have not been responded to the voice mails we have left to inform you of this. We will also provide you with a check for the $32 it cost to cancel the check. Again, we apologize for any inconvenience with all this. As our voice mails indicated if you would like to speak with someone here at Zerorez please call XXX-XXX-XXXX and ask to speak with our customer relations manager.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks. If you are not charging me, no need to worry about the canceled check fee, I will pay for that. As as aside, the technician was very professional, courteous, and explained all the charges in advance. My theory is that something probably became disconnected (thus the water puddle) and he didn't have suction (or enough suction). I am fairly certain the last room he worked on got "wet" but not "cleaned".
I only mention this because I would want to know how the "front end" of my company operates as a business owner: I did attempt to call back a total of 11 times, and other than the first two times, I was always told no one was ever available to take my call each time. I use computerized phone, so the calls are logged. I attempted at different times of the day (morning, noon, late afternoon).
The reps try to resolve calls instead of letting the customer speak to the accountant. I understand a company's attempt to resolve issues at the lowest level instead of burdening the accountants, but this was more of a hindrance since this issue required specificity (especially when I had the name of accountants whose calls I was returning, I shouldn't be "buffered" from leaving them a message).
As a few examples:
7/8/XX XX:XX AM - Zerorez left a voicemail to say you needed payment - called three times over the course of two days and left messages before someone called back and I answered.
7/16/15 3:45 PM - Zerorez called and left a voicemail. I called back and was told the person was at lunch. I called again the next morning and was told the person would call me back; I didn't hear back from that person. I did call again several days later and re-explained everything to someone who was an accountant, and was again told it was all taken care of, there was an error on your end, disregard.
7/28/15 4:27 PM - an individual called me and left a voicemail. This was the only person who seemed to understand the situation. He asked me to call back. I left two messages for him throughout the course of one week, and eventually called the third time and spoke to a rep asking if a different accountant can handle the matter and reference the notes on the account. They said yes and forwarded me to someone's voicemail, where I left them a message.
8/4/15 2:40 PM - I received a call again asking for payment of my invoice. I had been operating under the assumption it was handled as two previous conversations with accountants had indicated.
Thank you for your time.

I am rejecting this response because:  The response from Zerorez is extremely poorly written just like the report from the service person.  The service persons internal report (read to me by the original person called stated urine should be poured on the carpet.Facts:- Service person found one spot along an outside wall approx. 3"x24" where he though there might be cat urine - no other places- Service person found one other spot that was yellow under tile and told renter it was cat urine - we inspected and it was found to be adhesive - kept pushing to do complete floor to eliminate any problem - pulled tile up and inspected and made no comment of installation.- Service person said he did a extra thorough job of flushing extra hot water through carpet tiles to make sure it was very clean - moisture got under the rubber backing during this flushing and was not completely extracted and in fact reactivated the "approved latex contact adhesive - confirmed by flooring company and seller of Shaw 5000 - clear acrylic co-polymer adhesive that is solvent free - and contains no hazardous chemicals - CRI Green label criteria.- Water left under the rubber backing started to mold and smell after 24-36 hours due to not being extracted properly.The attached response suggests I was offered