ComplaintsforZerorez Cincinnati

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

  Business response

  02/02/2023

  We conducted carpet cleaning at this client’s residence on 15 October 2022. Shortly after the appointment, the client contacted us about two issues: browning and damage to his carpet. We scheduled a re-service which was completed on 25 October 2022.
  
  The re-service was conducted by one of our carpet cleaning technicians and our technician manager. They assessed the browning was likely caused by wicking due to excess moisture. Re-cleaning these areas reversed the browning. The client showed the damage areas to the technician manager who took photos so that we could further assess the claim.
  
  From the photos, the damage appeared to be wear or cornrowing. Cornrowing is a type of wear that presents as irregular rows in the carpet fibers. Often, cornrowing occurs over time in high traffic areas of a home. Indeed, in this client’s home the cornrowing was pronounced in a bedroom and on top of the stairs. The client had expressed his belief that the cornrowing was caused when the technician used a the Zr lifter- a brush machine that is used on carpet and high traffic areas to remove dust and other debris in the carpet before a wet cleaning. Technician often use this device on high traffic areas to help restore cleanliness and reduce the appearance of wear.
  
  To this point we had never seen or heard of any cases where a Zr lifter caused damage to a carpet. To investigate further, the technician manager and general manager visited the client’s home (the client was both welcoming and accommodating). We inspected the carpet in person and ran the Zr Lifter at the wear spots. During this test, the machine did not appear to cause any further wear or damage. We took both photos and videos during this test. These photos and videos were then sent to technical experts at Zerorez corporate headquarters and to mangers of other Zerorez locations for further assessment. Further, the client provided a sample of his carpet for testing.
  
  The client’s carpet, produced by ********, is a nylon carpet. The age of the carpet cannot be specifically determined but we believe the client stated it was present when they bought the home. This implies an age of several years which makes it susceptible to wear. Our system (including the use of the Zr lifter) cleans nylon carpets many times every day. Further, the same Zr lifter has been used daily since 15 October without any damage claims.  We used the Zr lifter on the sample provided by the client and no damage occurred. Based on these facts and the feedback from our bases and technical experts, we assess the client’s carpet is showing normal wear caused by high traffic and not damage from our equipment. It is possible the wear appeared more pronounced after the cleaning due to carpet fibers being raised and in comparison, to the clean and non-worn areas of the carpet. We communicated this assessment to the client on 21 November 2022.
  
  During our assessment of the damage, we offered the client a full refund for the services we provided. This refund, totaling $353.49, was processed on 8 November 2022. We offered this refund due to his dissatisfaction of the service and our multiple visits to re-service and assess damage. Our final assessment is that our services did not cause the wear patterns seen in the client’s carpet.

  Customer response

  02/08/2023

  Better Business Bureau:

  
  Please continue to register the complaint.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I did contact Don M****** , the area manager a couple of times regarding my complaint and replacement oif the damaged carpets.
  He still claims that those damages were there before and is in constant denial . Even though he and his colleagues mentioned in the complaint actually did a sample test using their machine that proved the damages to the ******** carpet, they seem to not to care.
  I am very disappointed with the irresponsible response and no action or compensattion done.

  
  Regards,
  
  **** *****
  

  Business response

  02/20/2023

  Photo 1 shows one of the areas in question. From the photo you can clearly see wear / damage in the carpet. This wear presents as the various lines in the carpet. The lines are inconsistent in length and direction. Mechanically caused issues are usually more defined and straighter. This looks like wear caused over time from foot traffic. The location of this photo is near a wall in a bedroom. We believe this wear was likely caused over time from someone getting in and out of bed and / or walking alongside of the bed. It is possible the wear symptoms became more apparent after the cleaning as the carpet fibers were lifted.
  
  Photo 2 shows our test of the ZRlifter when we revisited the client’s house. The photo shows the carpet as it was brushed. The carpet fibers are uniform in appearance as they were brushed in the lifter’s direction of travel. These lines are normal and similar to what occurs during vacuuming. During our test, we did not notice any damage being caused to the carpet fibers. The above evidence and the fact that this tool is used daily, on similar nylon based carpets, led to our determination that Zerorez did not cause any damage.

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