Business ProfileforZerorez Cincinnati

Dear BBB I will like to file a complaint on the following carpet cleaning service and subsequent damage to our high quality ******** carpets at our residence Date of serivce: Oct 15, 2022 Money paid $353.49 Refunded on Nov 8 ,22 for unsatisfactory service provided. •Oct 15 , Mr ***shon G*** from Zerorez serviced our White ******** Kashmere carpets for deep cleaning. 2 bedrooms,a hallway and a flight of stairs. •Mr G*** used a brush cleaner to remove the stains in some areas.It was mentioned to him that these are ********.He assured that the brush cleaner will not damage the carpets but will only extract the dirt. •Result:Some areas had deep yellow stains.Multiple places on the carpet were damaged as fibers were pulled out in the places where the heavy brush machine was used. •Oct 26, 22:Complaint to Zerorez: Mr. G*** & SupervisorMr Ronnie came for reservice.Ronnie mentioned that the carpets were damaged and will file a claim for replacement. •Oct 27, Ronnie brought Don M******-Zerorez Cincinnati GM. They ran the machine in an unaffected area and we noticed that the fibers came out. Damages are clearly seen and photos attached for reference. email:************************* •Don explanation or opinion that the carpets were damaged earlier and prior to Zerorez service is absolutely not true. We have 2 other rooms where the same carpets are plush and undamaged not serviced by Zerorez •A sample of the carpet was provided to Mr Don for follow up. As an experienced professional carpet cleaner Zerorez has clearly ignored cleaning recommendations for ********'s carpets to use only hot water cleaning extraction. •These damages are still available for any independent review and inspection. •Nov 13 As requested by Zerorez manager Don,a quote for repair/ replacement of carpet was submitted via email.Quote from the authorized ******** dealer McSwain carpets attached •Nov 21 Don email: submitted all the information to the head office/technical team for further action.