Complaints

• Initial Complaint

  01/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I scheduled a carpet cleaning with Zerorez for Tuesday, January 9th. I scheduled a three room clean along with a hallway and stairs and added a coupon code for an estimate total of $229. I contacted the company the day I scheduled the appointment and let them know that I was going to be out of town and that my mom would be there instead of me but that they could call me if there were any questions or issues. On the 9th I received a phone call from the tech asking questions about my house like if there were any pet stains in the rooms I needed cleaned. I said yes and he told me there would be a $75 charge for pet odor cleaning. I okayed this additional $75 charge. That should have made my new total $304. I was absolutely shocked when my mom told me that the total she was given to pay was $624. Neither my mother nor myself okayed and additional $300+ worth of charges nor were we ever told that the total would be anything different than the original estimate plus the one $75 charge. I contacted the company the same day and was told they would get back to me. They told me that I okayed these charges (which I did not) and that my mom signed off on it. The only thing that she signed was okaying the treatment that I was told was $75, it did not have a total cost on it. They also made her sign the invoice upon payment but that was the first time they ever told her or I the new $624 total so she had to sign it because the service had already been completed. So far they have done absolutely nothing to fix this situation. While my carpet looks wonderful and I am happy with the cleaning, they conned $320 from me and I want a refund for that amount.

  Business response

  02/27/2024

  All of our estimates are sight unseen estimates. ************** will finalize pricing in the home depending on the in-home assessment performed at the beginning of each service. During the assessment, there was a need for biological treatments in all areas due to dog urine. ************** states in his notes that he reviewed the levels of treatments with both parties (customer and mother who was onsite to facilitate the cleaning). Before we begin service, we present our customers with a biological treatment waiver which goes over the levels of treatment that the customer has elected as well as what to expect post cleaning. I have attached this waiver which was signed. In order to effectively address these concerns, our technicians will always recommend these treatments and finalize the cost onsite. Zerorez charges $75.00 per area for a basic biological treatment and our technicians will finalize pricing before beginning the service.

  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired ZeroRez to clean my living room carpet, specifically because I had a cat issue. The company is all about good health, which is why I hired them.The guys came on 3/31/23. They tried to sell me on a $600 pet treatment. We settled on $400 after the tech had to go to the truck to "talk to his manager". I&#**;ve bought a few cars in my life before so I know the routine. He said they will use 60 gallons of solution. I asked him to repeat and he again said 60 gallons. They completed the service in my living room on the first level.Two days later, I sent to my basement to discover water dripping through the ceiling insulation. There was a huge puddle on the floor. I called ZeroRez to tell them and I called ServPro to document the damage.ZeroRez agreed it was their fault and one contact said in a text that it was a "debacle". I said I had health/lung issues and would need to be out of the house during remediation, saying I would need a hotel room. They seemed understanding and said they would not want to do anything to harm my health. I called on a regular basis to get the remediation started. At some point they said their insurance person would be speaking to me directly. I called them repeatedly asking for them to have this person contact me. They did not give me .the name, phone number or even the company&#**;s name. I&#**;ve asked the ServPro rep to call ZeroRez to get things moving.The ZeroRep rep on more than one instance told me their insurance wants my homeowner&#**;s insurance information, which I won&#**;t give them. He argued with me that I need to give them my insurance information. There is no reason for me to do this. I finally got so frustrated that I asked if he thought all women were stupid.So here&#**;s where we are, Nowhere. While joists in my 119-year-old house deteriorate. I currently have sinus and eye infections which could be related to the lack of remediation.They&#**;ve admitted they were wrong. The sticking point seems to be paying for a hotel for me during the hazardous material remediation. They caused this situation and I refuse to subject my body to contaminants. They have not even offered a refund.

  Customer response

  08/24/2023

  Hi. Im pleased to thank you and tell you that their insurance adjuster has and I spoke and have settled! 
  

  Customer response

  08/27/2023

  Hi. Thanks for your help in getting this resolved. 
  

  I would like a refund of my $400 payment from which I noted last week but didnt get a response. Thanks so for your help!
  

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

  Customer response

  09/01/2023

  I reported that they responded by contacting me (their insurance adjuster) and we have settled. 
  

  I would like to get reimbursed for the $400 that I paid for the initial service. Have you contacted the company about this?

  Thanks,

  ******************** 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $205 on 9/12/22 to have an area rug cleaned by Zerorez. The employee said they would take it to their facilities to be cleaned and that it would take two weeks, maybe less. It's been nearly two months and I don't have the rug back. No one from the company reached out to provide status updates or let me know when the rug would be returned. I finally contacted customer service myself last Monday for an update. They let me know that they would contact Zerorez in Hazelwood for an update. After a week, they still were not able to give me an update on that status of the rug. An update shouldn't be difficult. Either the rug is clean, or it's not clean. I'm beginning to think they lost the rug or ruined it. I'm still in contact with customer service and they are still promising an update. If the rug has been lost or ruined, I'm requesting a full replacement fee for the rug. I purchased the rug for 1664.99. I'm also requesting a refund for the service performed at $205. If they are able to return the rug and it's in good condition, I am still requesting a refund for the service performed at $205.

  Business response

  11/03/2022

  This complaint has been addressed. We have issued a refund for a total of $205.00 for the cost of the area rug clean. The area rug in question will be delivered as soon as the customer responds with a time and date that best works for them. All issues have been resolved. Thanks so much. ******** *********, Customer Relations Manager. 

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