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2.8

We decided to use Zerorez because they had a good reputation. We have a brand-new home (less than 4 months old) and we had some basic soiled marks in the high traffic areas from movers and the increased foot traffic from getting a house up and running.

Zerorez was easy to schedule and the technician came out on-time and was very professional. He sold me on the idea of some additional stain-protection because of the standard grade carpet our builder installed. The technician worked his magic and advised that I give the carpets about 5 hours to dry before we walked on them. When the carpets were still wet, everything looked perfectly clean.

When they dried, we noticed some bleach marks in a main hallway and in some of the back bedrooms. I immediately called Zerorez and my experience went south real quick. The customer service rep and her manager avoided taking any responsibility for the bleach marks. They said it wasn't possible with the methods that they clean carpets.

They accused us of spilling bleach and that their cleaning process just removed the color when the carpets were cleaned. They blamed the builder because they probably had cleaning crews in the house getting it ready for the closing. They said we probably used Resolve Carpeting Cleaner and that Resolve can bleach carpets. They said carpet can sometimes be defective and maybe we should reach our to the carpet manufacturer to see what they can do for us.

After numerous calls, they agreed to send another technician out and test the bleach marks. The technician checked out the marks and confirmed that they were bleached. He also said he looked in the truck and they didn't have any bleach on the truck. Here's the deal.

We didn't have these marks when they arrived and we were left with bleached carpet when they left. I highly doubt they did anything on purpose to damage our carpet. We also had a leftover scrap of the same carpet that we tested with bleach and it immediately changed colors when we dropped a little bleach on it. It didn't look the same until we ultimately cleaned the color out of it.

The customer service and support at Zerorez is atrocious. They showed zero sympathy. They went out of their way to blame everyone else (me, the builder, the carpet manufacturer, Resolve carpet cleaning spray, etc) besides considering it a possible mistake. They never once offered any kind of an apology or refund or discount.

I can promise you that I'll never use their service again and I certainly wouldn't recommend anyone else to use their service either.

You can see someone's true colors when something goes wrong. Instead of working with their customers to find an acceptable solution, Zerorez just blames their customers and anyone else they can think of.

Reason of review: Poor customer service.

Monetary Loss: $2500.

Preferred solution: Full refund.

Location: 1431 W Harvard Ave, Gilbert, AZ 85233, USA

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Guest

YES!!! We are in Gilbert and the same thing just happened to us!!!

The spots werenโ€™t there and now they are. Our spots are HUGE and ruined carpet in 2 bedrooms and our hallway. They insisted it wasnโ€™t them and they could refer us to a company where we can get it patched on OUR dime.

We paid $658 for this. Absolutely horrendous!!!!

Guest

I'm puzzled about their explanation of "Power Water". The video on their website says they combine the water with sodium after hitting it with an electric charge, and this resulting "hydroxide" is what cleans the carpet.

If you're talking sodium hydroxide (NaOH) then you're talking about LYE, one of the most caustic substances found (or used to be found) in the home - it used to be used as DRAIN CLEANER!

And they claim "It's safe to drink"! Not if you like your intestines intact!

Guest

I have used zero Rex since they opened. Now it's like they are a whole different company.

I called today to schedule an appointment. They now want extra money for what they have always cleaned in my home for yrs.

I just deleted their # will never call them again I think they are making up the difference for the special they are running because their prices have drastically changed. Barbara Tuck

Guest

I worked for zerorez. There are no chemicals they use that would bleach carpet. Better check something else.

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