Mike R Zjj

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No-Showed for my appointment

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I had an appointment scheduled on June 20th at 10am-12pm. Zerorez called me on June 19th to confirm appointment, address, contact info, etc. Then, no one shows up on the 20th after my family spent the morning moving our entire living room into the kitchen. I called them and a female associate (forgot her name, sorry) told me that Erica had mistakenly rescheduled my appointment for June 24th. She offered to give me one room for free, but she refused to schedule my appointment for anything sooner than the 24th. I wasn't satisfied and asked for her supervisor, but she said they had no supervisors on the weekend (dumb), and she would leave a message for someone to contact me on Monday. Its Monday, no call. Big surprise. I suggest that someone contacts me immediately. I'm beyond pissed. We've been potty training a puppy in our home for a few weeks and our living room smells like urine at the moment. I had a family event scheduled at my home for the 25th, I had to cancel it because my carpets didn't get cleaned like I planned for several weeks in advance. Im a Store Manager at a large retail store, my sweet 76-year-old grandmother recommended Zerorez to me, my appointment was for my home, but I was also testing your service for my business as well. I will not be recommending this service to my supervisor because of this lack of reliability.
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Cons:
  • Lack of communication
  • Never showed

Preferred solution: Let the company propose a solution

User's recommendation: Call someone else

Cynthia W Bih

Unhappiness with work done

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When they tried to clean a spot on my loveseat about the size of my little fingernail it resulted in a fist sized spot. Attempts to remedy resulted ultimately in having the piece of furniture reupholstered. The owner Bobby was never on time with any of the appointments - even the first one when they came to clean.
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Cons:
  • No concern for customers time

User's recommendation: Don’t use Zerorez of Greer SC

Anonymous
map-marker Poway, California

Complaint

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Technician, did not want to work when he called me to confirm appt. He asked if I wanted to reschedule for another day, when he arrived said he could not do the job we had to move all our furniture we're 80 years old that just couldn't happen. I called the company the day before to see if there was anything I should do they said no just vacuum. I am very unhappy booked this appt. A month ago, canceled a lunch for my grandsons birthday. The company didn't care!
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Pros:
  • Used before

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Charlotte, North Carolina

Rip off. No refund. No response

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Bought a used home and wanted carpet cleaned before I moved in. Called zerorez for service before I moved in, this way each room would be empty. Technician called the day before service asking if he could come earlier than scheduled appointment so we agreed to an earlier time. The next morning, he reached out to me again before the appointment asking to come even earlier, so now I feel like he is trying to rush. I replied no because I won't be home at the time he requested, so let's stick with our last scheduled time. As I pull up to my home, the technician is sitting in my driveway 20 minutes before the scheduled time. I go ahead and let him in to begin the job. Immediately he's trying to upsell me on other services, but can't guarantee my rugs will be clean so I declined. He began to bring his stuff in and 40 minutes later he has packed everything up from cleaning 5 bedrooms and stairs. I said there is no way you've cleaned all of this in such a short period of time. I did a walk through and my carpet looked exactly the same. I made it known to the technician but my feedback didn't mean much. Now I'm pissed and out of $400 and my carpet isn't clean. I called the local office and they scheduled a time to come back and reclean my rugs. I took the day off for them to return and they never showed up or called. I called the office back and spoke with the customer service manager requesting a refund and he kept giving me the run-around. After several calls with no action, I decided to call corporate. Corporate says they are not responsible for the franchise and cannot give me a refund but only reach out to the local branch and have them contact me. Needless to say after 3 calls to corporate, I still have no refund. Long story short, they screwed me out of $400 and I will never use them again or recommend them. I could have did much better job myself. Zerorez is a joke and they clearly don't care about customer service or their time!
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User's recommendation: Avoid, call anyone else but them! Complete rip off

Kenneth D Ljc

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| map-marker Spokane Valley, Washington

E-mail on 5/5/20 with 3 rooms cleaned for $99

Hello, I received a e-mail with a special of $99 3 rooms cleaned. I attempted to book with additional services just carpet cleaning. The person told me they will not honor the special because they are booking out into June. The price now is $44 per room. I have used this company before and never have had booking issues nor use of coupon issues. I see specials all the time via e-mail or advertising in our local newspaper. What has happened? Is this a new franchisee managing this business now or someone that’s hired to take appointments? The ladies name was Melonie or Melody. Please respond if this is how it’s supposed to be now? Thanks you, I look forward to your response. Sincerely, Kenneth Dole 509-994-**** Spokane, Wa.
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Pros:
  • Used before

Preferred solution: Let the company propose a solution

Anonymous
map-marker Dacula, Georgia

HORRIFIC services

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If I could give negative stars, I would. ZeroRez was a GREAT reminder on why we should be using small businesses and NOT large franchises.

Upon arriving, the technician attempted to increase the price. My husband had to physically show him the agreed upon price. The technician drug his hoses over our newly refinished hardwood floors and proceeded to deny that he did it and to date no apology was given. We had to provide our own protection for the floors as he did not have any.

The technician called his supervisor several times while attempting to clean our carpets. He refused to provide us with his supervisor's contact information. The technician openly lied to me and pretended that I was not standing in front of him. After we called the main office, was placed on hold several times, we were told the manager was "at lunch" even though he was on the phone with the technician.

After extracting only two rooms, the technician began packing up his tools and left the remaining rooms saturated. (Of note, he pre-treated the entire house, but lied and told his manager that he only did two rooms.) At this point, we had to terminate the job. The technician refused to leave and took his time packing his tools. He proceeded to be disrespectful, cursed at me, and taunting me as he was leaving our driveway.

It took the manager over an hour to return our call and did not offer an apology until 10 minutes into the conversation.

The manager did not want any explanation from us but rather stated, "I'm not going to pick pepper out of fly's *** (Apparently this means he was not going to argue with us.) The manager insisted on sending a different technician out to finish the job as he was concerned about the pre-treated carpeting being extracted (in which according to him is supposed to be done within 20 minutes, yet he didn't return the call until one hour after the technician left.) We denied their service multiple times!!! Thank you to Wiltek Carpet Cleaning, LLC who had to fix the job of ZeroRez AND his prices were half of what ZeroRez attempted to charge.

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Anonymous
map-marker Portland, Oregon

Bad job/waste of both money and time!

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They used only cold water/no steam coming out: both nozzle and hose were cold! End result: carpet only looked rinsed—not cleaned!
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Sharon L Ojo

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Verified Reviewer

Be certain that the estimate reflects the invoice...not a huge difference in cost.

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The cost stated on the Zerorez web site was $40 per room. When contacting Zerorez on September 3, 2019, I was provided with an estimate of $134 which I accepted as a reasonable charge due to the dog urine stains in the carpet. This was an additional fee of $54 which I accepted. An estimate by definition: "an approximate judgement or calculation, as of the value, amount, time, size, or weight of something...a statement of the approximate charge for work to be done, submitted by a person or business firm ready to undertake the work." (My two room areas to be cleaned were quite small.) On September 7,2019, the technician entered my home and immediately gave me two statements both needing to be signed, the estimate $134, and immediately thereafter, an invoice of $1,294.00 , being in no way, an approximate cost to take on the job. I was entitled to be informed about that significantly updated second statement regarding Sub Extract Biological Treatment $1,200 before the arrival of this technician. If I had been advised about this significantly elevated cost, I would have clearly chosen another company. The estimate made no mention of the $1200 fee. The need was urgent due to a newly adopted rescue dog whose urine stains had to be removed. This stain issue was clearly stated on my initial call to Zerorez, 5 days before the work was to be done. I was entitled to pay a fee reflecting that estimate.
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Loss:
$1
Pros:
  • Carpet is clean
Cons:
  • Service and the price gauging
Reason of review:
Pricing issue

Preferred solution: Price reduction

1 comment
Guest

The money loss incurred is $1,200 NOT $1. and the cost difference between the $134 to $1,294 WAS HUGE!

Marga E
map-marker Salt Lake City, Utah

Do not use Zerorez Carpet Cleaning

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I was given an estimate over the phone. The technician came to the house, got the carpet wet and charged me $250 over the original estimate. $50 per pet urine stain. I asked to have the bill sent to my daughter, whose home it is, and the fellow gave me the impression that would be an imposition and he would have to make a call to get permission. So I paid him. I feel I was scammed. I spent $680 on a very poor, hurried job and the carpet is not at all clean.
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Pros:
  • Technicians & carpet cleaning
Cons:
  • Misrepresentation on price
  • Service and the price gauging
Reason of review:
Pricing issue

Preferred solution: Price reduction

Anonymous
map-marker Roswell, Georgia

Do not use

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Zerorez has you sign a document that you are satisfied with the cleaning. So customers will sign and Zerorez doesn't want to guarantee the work. They will use that clause that you were satisfied with the service at the time of cleaning. I signed that agreement at the time of cleaning since the carpets were still wet and I wasn't allowed to walk on the carpet for 8 years. I will make sure to post my dissatisfaction in all areas for customers to be aware.
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Reason of review:
Bad quality
Gregg S Svw

Outrage

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This company is a complete ripoff, I was just charged $ 700 for a house . Complete misrepresentation and unethical business practices. Tech quoted 400 WTH ! Don’t ever use these hot water buffoons !
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Loss:
$10
Pros:
  • On time
Cons:
  • Pricing is misrepresented and inflated
Reason of review:
Pricing issue

Preferred solution: Price reduction

Brenda d Oum

Not a happy customer at all

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Spots came back next day and my whole house has a Chemical Odor!! The guy that cleaned my carpets was very nice and respectful so no complaints on his friendlnes at all. I am disappointed in this visit! I would not recommend them at this point.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Cory R Dfn

I had to redo what I paid them to do. :(

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Nice staff. Poor results. I could not wait for them to come back, so i rented a system at Home Depot. Cleaned two of the four room,much better. Had someone ask why i didnt clean have the other rooms done. Told them those were the ones that zerorez did. REALY REVIEW ,POOR RESULTS.
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Pros:
  • Way my carpets were cleaned
Reason of review:
It just did clean.

Preferred solution: Let the company propose a solution

Yaneth H
map-marker Northeast Travis, Texas

Unacceptable service

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We used the company to clean our kitchen floor grout. All they did was paint over existing grout which started peeling after a few months. Instead of offering to come out and re do they used their 30 day policy as an excuse. Unacceptable service.
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Loss:
$500
Cons:
  • Horrible job
Reason of review:
Poor customer service
Anonymous
map-marker Powder Springs, Georgia

Don't Believe the Hype About Shady ZERO-REZ

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The Zero-Res tech arrived 1/2hour outside the window agreed upon, he spent another 1/2 hour trying to upsell more services I didn't need, then attempted to collect a "trip charge" that was never mentions in my initial call to their Dispatch unit. After Zero- Res was done cleaning our carpet, it took a full three days for it to dry and the results were NO better than anyone we ever used before. Zero Res is a very dishonest firm, stay away from them!
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