Complaints

This profile includes complaints for Zerorez Atlanta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zerorez Atlanta

  6145 Northbelt Pkwy Ste A Norcross, GA 30071-2972

  
• 

  Zerorez Atlanta

  2625 Piedmont Rd NE STE 237 Atlanta, GA 30324-3086

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zerorez did not clean my area rugs and now they say that the note they wrote on my invoice communicationed that they would not be able to clean the rug, the note says there are stains and traffic areas. I thought that was a fact becsue the rugs needed cleaning. The rugs still have the original embroidery showing through but it looks the same as when they were picked up. No stains were removed. I'm so disappointed with this service and want everyone to know they should use their money to buy a new rug rather than let Zerorez clean it

  

  Business Response

  Date: 02/13/2025

   

   

  On November 12, 2024, we had the pleasure of servicing our valued client, ****** ****, at her residence at ***************************************************************************. Our senior technician, ***** *****, provided the service expertly, and I have included a copy of the invoice (#******) for your review.

   

  Before processing payment, ****** thoroughly reviewed the findings with our technician and signed off on the service. The first rug, an elegant 11x7 greyscale piece, had been noted to exhibit discoloration and traffic patterns. Similarly, the second rug, measuring 8x11 and in greyscale, showed discoloration and traffic patterns. These observations were communicated to ****** before any payment and sign-off, ensuring transparency. Additionally, we attended to a standard three-seat sofa with the same commitment to excellence.

   

  We take immense pride in our cleaning services, understanding that traffic patternsmuch like those found on carpetsare a natural result of everyday wear, leading to darker areas on the fibers. While the technician pointed out discolorations, its understandable that the client might interpret these as stains.

   

  As part of our commitment to client satisfaction, we offer a generous 30-day warranty, promising to re-clean any item if it does not meet expectations. ****** utilized this service, and we returned the rugs to her on December 11, 2025, after a second cleaning. 

   

  On December 18, 2024, we promptly refunded part of the original payment she made. After this resolution, we thought the matter was settled, as we did not receive any further communication from ******.

   

  We closed this issue after this as we did not receive any consonance for the client after this. 

   

  Best regards -

   

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22677811
  
  I am rejecting this response because: they did NOT make it clear to me that the stains on the rug would not come out. The sr ******* did not explain this but he did take my money before they did anything. Thats why I know this is a scam by Zerorez. I went to another rug cleaner with another area rug and they didnt request payment until after the service was completed. Zerorez has not treated me as a valued customer. The price ********************** charged was more than 50% higher than the other reputable,  business,  Chem-dry, I went to after them. This experience I had was not one where I felt valued nor heard or respected!
  
  Sincerely,
  
  ********** ****

  

  Business Response

  Date: 02/13/2025

  I am firmly rejecting the client's response.

  We made every effort to serve this client, and the claims being made are categorically false.

  We consider this matter fully resolved.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approxamately 1 1/2 months ago, I contacted ZeroRez to clean my wholehouse carpet. I have a small dog who had digestive issues so I paid for additional dog cleaning charges. This charge was several hundred more than just a cleaning. When the young man got to my house and realized I had a dog, he began testing for urine spots. I had left the room and came back intonthe room and my floor was covered in pieces of paper towels. I ask what he was doing and he said he was testing for i ****. He ***** he had found multiple spots. The price for cleaning the carpet went went from doing a carpet clean including for a dog stains of aroun d #***.00 to $994.00 for a complete dog clean with the urine. I almost passed out but told the youn g man to go ahead. Someone keep calling him and he was in a hurry because he was late somewhere else. Before he left he told me he could not get the dog p*** stains out but he went ahead and charged me for that including the urine extractions, totaling the $994.00..He also said he needed to leave some magic water with me for the dog stains he could not remove. Quickly had me sign something, which I was not aware what it was. I paid him in full and he left. After he left, the stains were definitely still bothering me and I tried Natures Miracle on it. The stains came up immediately. I would think you have to realize how I felt about that. After paying the $994.00 to have my carpet supposedly thoroughly cleaned and after using Nature's Miracle, which did remove the p*** stains, I definitely feel as if I was raped, pilfered and plundered?? I called them and requested someone come and thoroughly clean my carpet. I never got any respond other than I signed a paper that released them from responsibility. I am 75 years old, living on a fixed income. ZeroRez definitely took advantage of me. They didn't even bother to leave a sample of their Miracle Water..

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. We are dedicated to ensuring customer satisfaction and resolving concerns within our 30-day satisfaction guarantee.
  After further review, we acknowledge that the client initially scheduled a reservice appointment for 11/7/24, which appears to have been mistakenly canceled by a CSR. We apologize for this error and appreciate the opportunity to address the issue.
  The client's invoice included a Zerorez Challenge, which voids our warranty for permanent stains. However, if the concerns involve non-permanent stains that resurfaced or lingering odors, these fall outside the scope of the Zerorez Challenge and are valid for a reservice.
  We encourage the client to contact our office directly to reschedule the reservice at their earliest convenience. We remain committed to addressing their concerns and ensuring a satisfactory resolution.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My service was completed on 11/2 well before 5pm and at 10pm at night, my carpet was still WET....not damp, but extremely wet. It was so wet that I had to use a carpet cleaner that we bought for upholstery to suction up the water. I was able to get up 3+ full tanks that also had a whole bunch of cleaner or some kind of foaming soap in it as well. We have never used any kind of foaming cleaner or soap on the carpet and the only company that has serviced it is ZeroRez. The company claims to use minimal liquid, residue free cleaners, and have faster drying times than others but my carpet was left a wet mess with clearly an abundance of cleaner in it.I emailed the company on Sunday evening with photos and video. I also called on Monday 3 separate times and asked to speak to a manager, which never happened. I clearly expressed my concern of the possibility of mold the longer this went on during the 3rd call and after much back and forth a technician was scheduled to come out the next day to assess the situation. The tech came and took pictures and notes and basically told me there was nothing else that could be done except for re-cleaning. However, we both agreed that re-cleaning made no sense if the padding underneath the carpet has been affected. Not only was the original problem worse but now the entire house smells like a mix of very intense perfume like chemicals, musty, and heightened pet odor. He was texting with a female manager and I asked several times about having my carpet replaced as well as a refund. He said her response was that I should file a complaint with the BBB. Before leaving, the tech claimed he would try to stay on top of this so that I could get a resolution because he understood my frustration. However, no one has reached back out and I now have to pay to replace the carpet that they damaged.

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. We strive to provide transparent communication and effective solutions tailored to each clients specific needs.
  During the initial service on 11/2/2024, our ********** assessed the carpet and found it to be heavily saturated with urine, which had breached the padding. The ********** informed the client that addressing the issue at its source would require a pad extraction service to flush the padding and mitigate further complications. This service, priced at $300 due to the severity of the issue, was declined by the client. Instead, the client opted for a topical treatment, which is designed to treat the surface fibers only and is not a comprehensive solution for urine that has penetrated the carpet padding.
  Following the service, the client contacted us, reporting that her carpet was still damp, and we promptly scheduled a follow-up visit on 11/5/24. During this appointment, the second ********** reaffirmed the initial assessment, explaining that the extended drying time was a result of the urine in the padding. Urine deposits contain urethra crystals, which absorb moisture from the air and prolong drying time if not properly extracted. The ********** also observed that the carpet itself was dry at the time of inspection, and the primary concern was the lingering urine odor due to the untreated padding.
  It was further noted that the client had used a Bissell machine to reintroduce water to the carpet after our service. This approach is not recommended for carpets with preexisting urine saturation, as it can exacerbate moisture retention and odor issues.
  Given these factors, the challenges the client experienced were due to the preexisting condition of the carpet and the decision not to pursue the recommended service. We respectfully disagree with the claim that our service caused damage to the carpet. While we regret that the client is dissatisfied, we maintain that replacing the carpet is not warranted as the underlying issues stem from preexisting conditions and service choices made by the client.
  We remain committed to assisting the client and are willing to provide further consultation or services within the scope of our original agreement. Please contact our office directly to discuss any next steps.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6-3-2024 posted ************ is horrible. They are not interested in making things right. I hired them to do a complete HVAC service including a PCO air purifier. I paid over $1,600 and they did not clean my return. Called to talk to them and they were not interested in helping and making things right. I send them a photo of my return and my email was blocked. They will not take my calls. The person i spoke to i believe was the *** He went by the name of *********** (******)., ********************************************* I'm only seeking a partial refund to have another company clean my return, I really don't want them to do any work on my system. My main reason for my post to let folks know not to use this company.

  

  Business Response

  Date: 06/20/2024

  This complaint is in regards to service completed on August 28, 2023.  We offer a 30 day warranty on our service due to it being a cleaning, in which we will return and re-clean if anything is found unsatisfactory within that 30 day window.  ************* did speak to ***** but had his email noted wrong.  It was not blocked.  He did in fact send a photo to a general email box that we have at which point we reviewed it.  We did offer to return to the home to confirm what he had sent us.  We generally would not return to a home past the 30 days, but were making a concession for *************.  He stated he didnt want us to come back to confirm and/or correct the situation, that he wanted a refund.  He was informed that we offer a cleaning service and we do not do refunds for a service that was completed 10 months prior. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21797163
  
  I am rejecting this response because:

  Zerorez left an enormous amount of dirt at the bottom of my exchange. Once i contacted them they were simple not going to remedy the problem. I had no choice but to hire a competent company to come in and clean my entire system. After doing so they found a lot of more dirt that was left behind.
  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/16/2024

  Again, as stated before, we did in fact offer to go back out, against our warranty policy, to remedy the situation, at which point the client refused and demanded a refund.  We informed him we do not offer refunds for cleanings done 10 months prior.  

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zerorez came out to do my carpet on 4/30/2024 .The Carpet didn't look clean enough when it dried after the Technician finish. He did mention about some high traffic areas, but all of the carpet was new the hallway, steps and all of down stairs. . And we had had runners down to protect the carpet. I called the office and told them I was not satisfied with the work and they sent the same guy back out here on 5/3/2024 to redo the carpet and he told me if he redo the carpet it will look the same way. So I said don't even worry about redoing my carpet. I called the office on Monday 5/6/2024 and spoke to someone about a refund or at least half of our money back. She said they are not contracted to give any money back. So I called another company to see if they could clean my carpet.

  

  Business Response

  Date: 06/20/2024

  Client had normal wear and tear which is considered traffic/dry soil abrasion. Carpet wear and tear is attributed to high foot traffic in areas where fibers are considered to be damaged. Our technicians are trained to point out and notate on invoices as it gives the customer a description of what abrasion is along with mentioning that we are not able to restore the damage to the fibers. As part of 30 day warranty, we offer to come back out to address areas of concern. Ms. *** had a redo scheduled for 5/3/25 but told the tech that if the appearance was not likely to change then to no worry about cleaning. After talking with customer service, there was a 2nd attempt at a redo that was completed on 5/23/24. Client was till not satisfied with result but we held up on our promise to come back out. In this case, we do not agree with this dispute and request for a refund as we have performed the services as designed. (see supporting documentation)

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place did not do what they were suppose to do they left my carpet in worse shape then before they tried to shampoo it i contacted a manager and she told me i can spend another 300 dollars to try and fix it she would not offer anything else its a scam look at there reviews

  

  Business Response

  Date: 04/03/2024

  *****************************

   

  

  Business Response

  Date: 04/05/2024

  On 3/18/24, Client had Zerorez Atlanta come out to perform services on her carpet. On the initial appointment, client had some pet related issues in which she opted to use our biological odor treatment that is intended to address odor topically (does not address issues with padding). It was applied to the master bedroom and office on lower level of her home. On 3/19/24, client called in to have us come back out as part of our 30 day guarantee to address pet stains that had resurfaced; the service was scheduled for 3/20/24. The technician that came out to assess carpet, discovered that there was excess soap (see video attached) in the carpet from spot cleaners that client had been using to address pet accidents between professional cleanings. This presented the root cause to her stains resurfacing after drying as excess product along with urine were in the padding of the carpet and needed to be properly flushed from carpet to prevent spots from wicking (resurfacing). The technician made client aware and that she needed a pad extraction performed as a corrective solution which would be an additional $300 service to invest in as it is a time consuming process; client declined this service. Technician also made client aware that after the recleaning was finished that she would likely have the same issue once the carpet dried. In fact, he mentioned that some stains had already started to resurface while at the residence on the day of the reservice. Client then followed up with our call center to express her dissatisfaction with the results following the reservice on 3/25/24; stains all resurfaced as the 2nd visiting technician had warned the client about previously. Client was then forwarded to the ******************** Manager to discuss her concerns, in which after reviewing, all that was documented and shared from the reservice technician, that the information shared with the client was correctly communicated. The same information about the the condition of the client's carpet was reiterated along with the pad extraction service being the solution to her problem. Client was not happy about the explanation and expressed that she wanted a refund in which we declined as there was nothing done incorrectly in her cleaning by our technicians. In summary, we do not agree with this dispute as we have performed the services as designed.

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zerorex was hired to clean 3 rooms and a hallway. They sent 1 technician. He spent only about an hour in which that worried me from the start. After he left I found that the carpet was very wet which surprised me since the technician said it could be walked on right away. After the carpet dried , that is when I was able to see what a rushed, poor job was done. I took 2 videos showing all that came out of my carpet but they are too big to upload. I will never use the company again.i had to have my carpet recleaned because I wanted it done for the holidays. I paid zerorex ****** and would like a total refund and I think they should pay me for the recleaning in which was ******. Thank you. Email is my best contact.

  

  Business Response

  Date: 01/08/2024

  The initial service for **************** was completed on 12-6-23. *************** reach out to our call center via webchat to express her dissatisfaction with the services provided in which out CSR messaged *** ****** to have a reservice scheduled based on our 30-day guarantee. They attempted to set up a date based on the client's availability but the client stopped responding in the webchat (see supporting documentation). As of this submission, we attempted to address ******************** concern which resulted with a stalemate from ***************** 

  In summary, it is my understanding that when you want to dispute any charges, you must try to resolve any issues first. In this case, we do not agree with this dispute as we have performed the services as designed. As a result, we will not be able to accommodate ******************** refund request.

  

  Business Response

  Date: 01/08/2024

  Attached incorrect photos

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21079020
  
  I am rejecting this response because:  *********** was so poor that I did not want them to reschedule and also if I had, Zerorez could not accomodate me prior to having an event scheduled at my house. I will post all pictures and videos to social media and continue to write bad reviews for Zerorez. I trusted that they were a good company but I have seen otherwise. I hope Zerorez took the time to look at pictures that I forwarded. I also have videos of the carpet being recleaning and the soil coming out of the carpet right after it dried, using a rug doctor. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/09/2024

  We attempted to accommodate a redo based on customer's availability and follow up on **** but client stopped replying to our remote CSR to have service redone. As a result, our stance remains the same; we will not accommodate for a refund.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21079020
  
  I am rejecting this response because: Accomodations for rescheduling were not timely. The amount of effort and time it takes to move my elderly parents out of the house to have the floor cleaned is big, I expected customer satisfaction from this company. , I will make sure to contact the ******** office and let them know my feedback for the service. Bad reviews.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zerorez serviced my home on Friday, November 24, 2023. ****** did the cleaning and did a good job. When he left he took 3 Brand new area rugs with him as we were having those cleaned as well. Although they were new there was a lot of dust in the home after having some remodeling and painting. They were returned to the home on Thursday, December 7th. I did not get the 30 minutes heads up so I couldnt be there to receive the rugs and there were dropped off at my front porch. I got there about an hour later and immediately brought the rugs into my home. Right away I saw damage to the large area rug. The piping was ripped on one end that was rolled up. On the other end there was more damage shredding in various places. I contacted them right away and spoke with one of the managers, ********. She sent me some pics that showed all the rugs were in good shape when they received them but she would investigate and get back to me the next day. She said that the pics I sent looked like pics of an old rug and also did I have a dog. The rugs, like I said were brand new and we are not even living in the home yet.The next day she sent me a pic of the rugs on my porch and she said they showed proof that they didnt do the damage. She actually started to insult me and said that I did it by dragging them in my home. If you look at my pics and then the one she sent, you can see where one end was pushed up to the wall of the home so you couldnt see that side and then the other that had one area that was torn was covered my the overlaying of one of the other rugs. So the damage was hidden.

  

  Business Response

  Date: 12/14/2023

  BBB Response to *********************
  
  On November 24th, 2023 ********************* received service at her home at *********************************************************************  She was satisfied with the initial service and even left a promoter when she received a customer service survey. While in the home the technician *********************** brought three rugs back to the factory for cleaning. The rugs were stored in the ******** location then delivered to the cleaning facility in ******** on 11/27. During the pre-inspection process all rugs are photographed. There was no damage present in the photographs during the inspection process. ************** rugs went to the wrapping station on 11/30, the wrapping station is our quality control area before rugs go back out to customers. There are pictures of this process as well. There was no damage present to the rugs photographed while being wrapped for delivery.  On December 7th, ************** had a confirmed drop-off appointment from 11:30am-2:30pm. Our delivery team of two men called while en route and ************** was not home. While on the phone the driver asked if it was ok to leave the rugs on a covered porch and ************** approved. The rugs were dropped off at 11:50am. The delivery team took pictures of the rugs sitting on the porch with no damage.  Approximately 1:20pm ************** called into the call center and said her rugs were damaged in the cleaning. I told her I would go through all the photos we had here throughout the entire process and give her a phone call back the following day. She texted me that night around 4:30pm saying Hey I just wanted to say that if the rugs could be repaired, Id be good with that and maybe a discount cleaning going forward. I called ************** around 12pm the following day and we connected at 2:30pm. I explained to her that throughout the entire time the rugs were in our possession no damage was recorded. I provided before and after pictures as well as the picture on the porch. I asked ************** if she had assistance bringing the rug in the home and she stated, I dragged them in the house. She then became frustrated on the phone and decided to end the phone call.
  
  In summary, we believe the facts surrounding ****************** concerns show that Zerorez is not liable for the alleged damages to her rugs.
  To resolve this matter amicably, we would like to extend an offer to repair the rugs.
  If ************** would like to accept this offer, Zerorez can coordinate to get these picked up and delivered back at a time that meets her schedule. 

  Customer Answer

  Date: 12/14/2023

  I would like them to repair the damage but I did not say I dragged the rug in, I was accused of it. The review I placed was 3 years ago and after my conversation with ****************** changed my review to reflect the same complaint that has been filed with the BBB.
  The pictures taken (that said it showed proof) still show that the damaged **** were covered up. The reason I ended the call is because I was being shouted at that I did drag the carpets in and thats what caused the damage. I was treated rudely and I wasnt going to listen to that. 

  

  Business Response

  Date: 12/26/2023

  We will reach out to ************** and schedule a time to pick up the rug and have it repaired .

  Customer Answer

  Date: 12/26/2023

  I would like to have the rug repaired before the complaint is closed considering it had to get to this level of action. The rug is still rolled and laying in my living room. So the sooner the better. 

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 74 year old senior citizen. I had my bathroom tile and grout cleaned by Zerorez of Atlanta on May 9. The job was absolutely sub par. I was even down on my knees showing the tech how the corners needed to be cleaned. I called *****, their **************** Manager, that same day, and I left a message telling him of my unhappiness with the work. I stated very clearly that I wanted my money back ($307.50). He did not call me back. Two days later I called ***** again and left pretty much the same message and told him I was very unhappy about not not having my call returned. The next day, I got a phone call from ****** at Zerorez. I told him that ***** had never called me back after I had left him two messages. I also told ****** that I wanted my money back. He said that only ***** could approve that and that he would have ***** call me. Of course, I have never heard from *****, and I still want my money returned ASAP! I have some pictures that I would be glad to mail to the BBB. I feel that Zerorez knows I am a senior citizen and they are just blowing me off. PLEASE HELP ME!

  

  Business Response

  Date: 06/02/2023

  On may 8th 2023, we performed the following service:  3 rooms, stair case, tile & grout, a landing, a promotional discount, tip from the client and our service fee for a total of $543.50.  On 5-10-23, client spoke with our customer service team:  Spoke to the client and she was not happy about the tile cleaning. She said the edges were not clean at all. I offered to send a senior tech to re-clean the areas again as part of our 30 day cleaning warranty, but the customer declined. She would like a refund. The customer service manager will give her a call. Our customer service manager left a message with clients spouse on **** because client was not available.  In summary, it is my understanding that when you want to dispute any charges, you must try to resolve any issues first. In this case, we do not agree with this dispute as we have performed the services as designed.

   

  Regards,

  ***********************

  Customer Service Manager

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20134868
  
  I am rejecting this response because: The job was not done properly and none of the corners were cleaned, nor was the area under the sink, nor by the doors to the closets. Using a big round power brush to clean bathroom tiles doesn't take care of the corners or other square areas, as I showed the tech by going down on my 74 year old knees to clean a corner with a small brush, by hand. If Zerorez wants to come and re-clean what a newer tech (two month's experience), who was leaving the next week for another career, did improperly, then I will accept that offer of a redo of the cleaning and protecting spray, as long as the redo is done by June I5,  at the company's expense, and with a veteran tech of at least two year's experience. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/13/2023

  Although we are beyond our 30-day cleaning warranty, I will consider the request to return to address client concerns with a phone call today 6-13-23.  Thank you

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20134868
  
  I am rejecting this response because: I talked to *********************** last week. He said that he would put a message in my account that ********************** would clean and protect the tile in the master bath with no end date on when the free service could be used. I asked if I could use it a year from now and he answered "yes."  I also told him that I would like a copy of my account showing his addition. He never sent that to me in any form and he is not returning my calls again. I am not at all satisfied with what I have had to go through dealing with **************** and Zerorez.  As far as I am concerned, this complaint is not over until I get in writing what **************** promised me 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/05/2023

  On 6-13-23, *********************** (************************************)Jun 13, 2023, 3:51 PM EDT
  Red ********************** Manager responded to ******************** complaint and although the proper procedures were followed, as a 1 time courtesy, we will clean bathroom tile at no charge to the client and is posted on her account.

  Customer Answer

  Date: 07/05/2023

  I never received anything from **************** in writing that the "red flag" had been removed from my account and that I can use the free bathroom tile and grout cleaning with no expiration date as noted on my Zerorez account. I would love to get that piece of written information that was promised to me, either by email or by **** mail, so that this whole case can be closed ASAP.  Thank you, *********************.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the recent Atlanta Home Show, I discussed my duct cleaning needs with a representative who gave me a quote for duct cleaning for two units and one dryer unit. I specifically asked did I have to make an appointment that weekend and they said no. When I called them last week, they wanted to play "let's make a deal" and the cost was substantially higher than the written quote that I was given.Classic example of "bait and switch".

  

  Business Response

  Date: 04/11/2023

  When we participate at a home show, there is pricing for show participants that we book on that day. Pricing is also dependent on where client is located within our service area.  If the client's location is beyond our service area, additional pricing is added.  If a client does not book at the home show, they are subject to the pricing accordingly as through our normal pricing structure provided by a CSR..    Thank you

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19891820
  
  I am rejecting this response because:

  I specifically asked that question, if I had to book that Saturday that I was at the *********. I was told no - I did not have to book that day, but could call and schedule an appointment. I was told at the Home Show that there would be a travel charge of $100 which would be $910.00. The travel charge was not discussed, they would not agree to clean the 2 units and the dryer vent as quoted.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/12/2023

  Good Day,

  As previously stated, our pricing is based on location form our Norcross home office.  Whether booked at the *********, online, or via our CSR's the pricing is consistent.  We will stay pat with our pricing as properly provided of $910.  Thank you and have an awesome day.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19891820
  
  Just want to make sure that this is for two AC/Heat units and the dryer vent. If so, I will get this scheduled.
  
  Sincerely,
  
  ***************************