Complaints

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:11/13/2023

  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.

   I am rejecting this response because I fully disagree that there was no dispute of services before being told the job was done.  I communicated this throughout the "spot-cleaning", which is not what I was expecting (from the services you advertise), nor do I believe was the service was effective in removing the dust from my cushions, which is what I told the tech was my goal the moment he walked in the door.  He said I would be "very happy" if I let him complete the service.  

  My spouse works from home as well and heard all of this and can verify I said on multiple occasions as he was wiping my couch with a cloth "if I had know this is what I would get, I would never have booked this."   Please verify this with your technician as he will (should) confirm I said this multiple times, as well as me confirming that I was not blaming him if he was only doing what his boss told him to do, but, nonetheless, was not happy. 

  The dispute about the price or a discount arose after he finished the job and he quoted me "$125".  When I explained I needed an invoice to follow-up to dispute the charges (as he confirmed I should do) he returned from his truck and explained he quoted me the old price (which did not include the service fee), so it would be $140.  -It was at this time I asked he confirm this with his boss I was being charged for a full service, knowing I was not happy, disagreed any service of value was performed, and it was at this time he stepped out to call his supervisor.   I did not hear the conversation he had but he returned saying I should pay in full.  

  I again am requesting a refund as no service of value was performed. I was upfront when he arrived why I booked the services, was honest as the services were being performed that what he was doing is not what I expected nor wanted, and was unhappy no ZeroRez equipment was be used. 

  Sincerely,
  Christopher G******

  wice I believe?) and agreed my couch didn't need to be cleaned, but he had to keep the booking. Both times he reported I had to pay the invoice unless I could provide HIM "an invoice" that I did not order a spot cleaning. (Huh?...) I showed him my text confirmation which he did not understand. I asked him if this was a scam and he seemed to almost agree with me... I explained I would pay the invoice but would be filling a BBB complaint and the tech said he understood.

  Business Response

  Date: 11/18/2023

  I reached out to chris on Tuesday, I reached his voicemail and left my contact to reach back out to me so that we can work to a solution. As of today Saturday November 18th he has not called me back. That being said at the time of the cleaning the only complaint that was made was about price which was discussed prior to the cleaning. Robert called Jacob our leader tech and at that time a discount was applied too his service. At no point was there a complaint about the service. 

  Business Response

  Date: 11/21/2023

  When I reached out to follow up in regards to this it was to establish 2 things. The first thing was to fully understand your side. While I have received your comments as well as the notes here, a verbal conversation will answer questions from both ends. the second part was to establish a time for me to personally inspect the areas prior to issuing a refund. This is our company policy too ensure we could address any issues and a opportunity to resolve said issue. 

• Initial Complaint

  Date:08/15/2022

  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.

  On February 8, 2022 my wife had zerorez come out and inspect a 6 x 10 area rug to be cleaned off site. It was explained to her that the rug would be sent to Atlanta to be processed in a state of the art rug cleaning machine, the salesperson made us feel comfortable that the rug would come back a few weeks later cleaner than it left so she paid the $315.00 to have the rug sent away. The salesperson took multiple photos of the rug in place in our home and assured us we would be satisfied with the results. Weeks later the rug was scheduled for return to our home at our convenience. We collected the rug and stored it in our spare bedroom for a few more weeks as our elder pet Labrador was in his last weeks of his life. A couple more weeks went by after our pets passing before we unrolled the rug only to find out that it still smelled of our pet and had not so much as been vacuumed. I vacuumed the rug and could not believe the dust and fine dirt I collected in my dyson. To say I'm dissatisfied is a major understatement I will neither use nor recommend this company to anyone I know.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 12, 2022/09/15) */
  Rug was picked up Feb 8 2022, returned cleaned march 15 2022. Client stated to they did not unwrapped the rug and look at it until Aug 2022. We have a 30 day warranty on on cleanings. Client called in Aug stating it wasn't clean. I told the client we have a 30 day warranty, but i would waive it and clean again. Again this is 5 months later i have no idea what happen to the rug at the clients house during the 5 months after cleaning. We returned the rug cleaned the 2nd time on Aug 15 2022. Client stated he had contacted the BBB during this time. Once we returned the rug for the 2nd time on Aug 15 client stated to the technician that he would remove this remark from the BBB. I have not heard from the client since Aug 15 2022.
  
  
  Consumer Response /* (3000, 16, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I explained my situation to the manager of the local franchise that I was nursing a 13 year old Labrador through the last years of his life, so the rug wasn't placed on the floor in case of accidents. When we did lay out the rug it smelled as it did when they initially picked it up for cleaning at the Atlanta facility, which took two plus weeks. I vacuumed the rug and was astonished at the amount of dust and dirt I retrieved, thus concluding it hadn't been cleaned. A phone call made to the manager prompted the company to come pick up the rug for recreating. Rug was promised back in seven business days but that didn't occur more like fourteen days. At at price to clean of half of the rugs value we were more than a little disappointed. Upon deeper investigation and vacuuming the rug on its return yielded yet another incredible amount of dust and dirt though any malodorous smell was absent. Simply put work promised was not performed to our satisfaction nor was it performed in a timely manner. We will not do business with this franchise in the future nor recommend them to any friends family or coworkers.
  
  
  Business Response /* (4000, 18, 2022/09/16) */
  We always state 7-12 Business days to return rugs. 5 months in between cleanings. Anything can happen in 5 months. We recleaned the rug at no charge. We do have a 30 day warranty on everything we clean. Client was way out of 30 day warranty, but i had it recleaned at no charge, told the client 7-10 business to return. Once rug arrived back after second cleaning, i unwrapped the rug inspected it even vacuumed the rug to make sure, nothing it was clean and no odor. All sales are final, if client does not respond with an issue within 30 days of cleaning warranty is void. Client has been red flagged in our system we will not service client again. We will never do business with this client again. We feel that client is taking advantage of us. It seems that they failed to mention, it was 5 months between cleanings, and i waived to the 30 day warranty to clean again at no charge. I can provide invoices with dates showing the time between cleanings. We at Zerorez of Columbia consider this case closed, as the evidence clearly shows client is taking to take advantage of Zerorez of Columbia. I could have said no to the reclean which was 5 months later, after the rug was returned in march 22 way out of the 30 day warranty, but i thought it was the right thing to do.
  
  
  Consumer Response /* (4200, 21, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have stated my case thoroughly. Zerorez will forever carry a black mark as far as my family and I are concerned. It's simple do what you promise for what you charge in a timely manner and you should have no complaints and retain your customers. Your word should be your bond. I will not miss $300.00 but how many customers will you have missed by failing to be honest and do the right thing?