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Business Profile

Carpet and Rug Cleaners

Zerorez MN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/13/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    Friday, Sept 20th, we had the carpet in our living room, hallway and stairs cleaned by Zerorez. Cleaning was completed at 11am. Saturday afternoon our carpet was still wet. I called Zerorez and we were told to put fans on it. We ran 3 fans over several days, kept our windows closed, turned on the furnace fan and ran the *** Sunday morning our carpet smelled of wet, dirty socks and was still damp. I called on Monday and they sent a technician out to reclean it. I did not want our carpet having anymore water on it due to the potential for mold growth. The tech said it was damp. They offered a deodorizer that was driven to our house from the ************* office and the technician applied it. *******, the manager, told us the deodorizer would not smell. It was TERRIBLE. It smelled like a smoke bomb of bug spray went off in our home. They applied the deodorizer incorrectly. Based on the information sheet provided from Zerorez on the product, they were to apply the deodorizer then extract it from the carpet. It was never extracted. The technician left a fan because the carpet was still wet. We didnt sleep in our house that night due to the smell of the deodorizer and concern for my kids air quality. I called the next day and they said they would bring Hepa filters out to clear the air they never came. We have left several voicemails for *******, the manager, and he takes days to call us back. This past Thursday, October 10th, ******* said a manager would be out between 10am-1pm to smell our carpet and determine the next steps the manager never showed. Two technicians arrived around 11am to reclean our carpet and had no idea about the issues we are working to resolve. I called ******* on Thursday and left a voice message with no return. I called again Friday and he didnt answer. He is ignoring our calls. My husband left a voice message with a regional manager, they didnt call back. We want new carpet to rid the smell and get rid of any water damage.
  • Initial Complaint

    Date:02/15/2024

    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.
    Was told they were on the way. Hours later and Im still waiting, they were aware my spouse was out of town and that I would be home. They decided the 5 inches of snow was too difficult for them to Walk through. They did not knock on the door- had they I would have gladly snow blowed the front walk or shoveled a path.. When I called and found out this was why- the person I spoke to was not apologetic at all and was slightly rude I had to take the day off of work for this appointment. Would like a call from the costumer service department

    Business Response

    Date: 02/27/2024

    We are more than happy to service this client's home. In our preparatory email, we ask that all paths are cleared of snow and ice due to the safety of our technicians.
  • Initial Complaint

    Date:07/28/2023

    Type:Service or Repair Issues
    Status:
    UnresolvedMore 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.
    Damaged Flooring -Zerorez Damaged my tile floor with blade marks and cracked my tile -Zerorez's insurance does not cover for this type of loss -Zerorez has been unresponsive since the claim was denied.

    Business Response

    Date: 08/08/2023

    As of today 8/8/2023 - Zerorez **** does in fact have an insurance policy that would and could cover this type of damage claim. It is our understanding that the insurance broker ****** would be in contact with the client ************************* directly. If not, they will be shortly. The client is welcome to reach out to us directly at any time if they have any further questions or concerns and we would be happy to direct them to ****** for further communication. 

    Customer Answer

    Date: 08/09/2023

     I am rejecting this response because:
    The claim was denied by the insurance carrier. As of today 8.9.2023 Zerorez does not have a plan to restore my flooring. The broker has not called me either. So at this time Ill have to start legal action, if this is not resolved.

    Business Response

    Date: 08/09/2023

    As of today 8/9/2023 we received confirmation from our insurance team that they are working directly with ****** to resolve this issue. Our Senior Operations Manager was also in direct communication with ****** earlier today to discuss resolution. At this time it is our understanding that there are things in the works to get this taken care of. 

    Customer Answer

    Date: 08/15/2023

    Yesterday 8.9.2023 late afternoon ************ contacted me from Zerorez, stating that their insurance approved the claimed. He instructed me to fallow up with ****** with Hub their brokerage firm. On 8.10.2023 in the morning I spoke with ****** and she State that the claim was not approved and she had spoken to ************ and I need to contact him to sign a settlement release. After I tried reaching ************, he called me back stating the same thing from 8.9.2023. Until I told him I spoke with ****** and that no email from from Am Trust existed approving the claim. At that point he became very angry with me and told me that ******* in legal will handle this going forward.

     

    So I am Continuing to get no resolution from Zerorez on getting my floor resorted. Zerorez was the one that offered when it happened to pay for my flooring to be completely redone. 6 weeks later and still have damaged flooring from them and they havent taken care of the issue.

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