ComplaintsforZerorez Phoenix

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  the company promised me in writing they would come to redo the cleaning and have never shown up to the house to do the cleaning they repeatedly ignore text messages and phone calls after they already promised to come and redo the cleaning

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/4, the company came out for a carpet cleaning and damaged my carpet. I have been trying to get ahold of management to find a resolution and they are ignoring me. The cost of the damage is more than the cost of the service I paid for.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  8/17/23 On this day a tech was training a new person and was completely unprofessional, dragged cleaning machines across tile, did not wear booties and walked all over clean carpet, did not test grout before cleaning.As a result of not checking the grout the grout is completely ruined and carpet was not fully cleaned. After reaching out 8/17 zerorez sent out a specialist on 8/19 to check the damage.The specialist ****** on 8/19 tested the grout for the 1st time and said they should have never cleaned it with the products they had and that was what damaged the grout. ****** said she was not comfortable with moving forward with the cleaning and they needed to call the company grout specialist for another inspection of damages. ****** mentioned here that she had never seen a tech who hadn't tested grout first and caused this damage since it is the company procedures. She said that this is on zerorez as a company and that it is on zerorez to remediate this situation.On 8/21/23 ***** the grout specialist said that the grout was indeed damaged and that the grout needed to be re-grouted. He said that zerorez should be refunding our initial cost and since it is on the fault of zerorez that they would also be giving us cost to fix the flooring. ***** mentioned that fixing the grout will take over a week and there is damage in the grout throughout the house. ***** also checked the carpet this day and said that the carpet just needed to be fluffed and that is why it looks damaged. After they raked the carpet is still damaged from the products.***** mentioned that zero rez would reach out on 8/21/23 in the afternoon with a plan for remediation. It is now 8/25 and I have not heard from this company despite calling and asking for management which never seems to be there.I am not able to move into the house and have extra cost to storage and additional rent I am now responsible for as a result of not being able to move in until this is resolved.

  Business response

  08/29/2023

  This customer is not from our location. You need to send this to the Zerorez in Phoenix *******. This is the ***** ******** location, we are not all connected. 

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I scheduled an appointment for Zerorez to clean the carpet in my home. On June 24th the technician, ***************************, arrived and assessed a room that needed extra TLC due to an visiting puppy accident. ******** assured me that if the treatment didnt work I could call Zerorez and they would return and redo the treatment. I called on June 28th and spoke with ***** Lemonade who stated that the extra treatment would only be re-done at my expense per the waiver I signed on the 24th. I advised ***** that I had signed an invoice, but no waiver. She insisted that the waiver was signed. She then sent me a waiver that had been signed with my name but it was clearly not my signature. It did not match my signatures from the invoice. On July 1st a different technician came to my home to redo the problem room. It was at that time that I realized the first technician had not completed the first step of their process, the Zr Lifter, anywhere in the house. I told this supervisor/ trainer about the forged signature and he told me to call the office and report it to a supervisor. The technician completed his work, stated that he didnt clean deep because it would cause more problems and then left. I called on multiple occasions and asked to speak to a supervisor about the forgery and incomplete service. I was told that a supervisor would call me back, but they did not. When I finally spoke with the supervisor and told her about the forgery, she downplayed the seriousness of her staff signing my name on their waiver and was nonchalant bout the first step in their process being missed. She told me she could send someone else out to do the job right, but that she would not provide a refund. I dont want anyone from this dishonest company in my home, so a refund that I can use with another company is the only solution.

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