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:11/25/2024

  Type:Billing 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.

  My mother hired Zerorez (Dallas) to clean the carpet in her house after seeing their $99 special. She only has one carpeted room in her home (her bedroom) and a handful of small throw rugs. The Zerorez employee came by and performed additional services (odor removal) without her knowledge about the substantial upcharge, and she was not told the final price until after he was done. At the end they presented her a bill for over $700 for the one bedroom and 7 small throw rugs. My mother lives alone and is in her mid 80s. I believe the Zerorez employee took advantage of her due to her age and circumstances. After she protested regarding the cost (she expected $200-300 based on what the representative told her before the cleaning), the price was reduced to about $620. My mother was asked to sign her name multiple times on the employee's phone without being told what she was signing. When she asked what the signatures were for, she was told it so they could come back and fix any spots that returned after the cleaning. She was given no written contract or paper receipt during the visit. The price to clean and deodorize the single room was $425 + tax and service fees. She was not informed of the price before the work was done.I called the branch to inquire about the bill and the substantial upcharges (and protest the lack of transparency of their employee). I spoke with their representative (*****) multiple times and was told they would not do anything to reduce the price or upcharges.

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  Zerorez came out to do a carpet cleaning on 1/9/2023. About a week and a half earlier when I called to schedule the ceaning, I was quoted $127 plus service fees, which included three rooms. I only have two carpeted rooms, but agreed to the price.
  
  When the technician came out, it ended up being well over $600. He told me that because the carpet was wool, it was a different charge, but was already halfway through the cleaning. No one asked me the material of the carpet when I booked the appointment, nor did they ask before starting to work.
  
  I called the company and asked for the quoted price to be honored, and they said they couldn't refund me. When I asked why I wasn't asked about the material of my carpet when booking the appointment, she told me it "just wasn't part of what they ask."
  

• Initial Complaint

  Date:10/31/2022

  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.

  Paid $1200+ on 08/30/22 for pet stain treatment and cleaning. Looked good for awhile and now the stains seemed to have spread. I called and sent pics as requested. No response. I did chat. No response. I tried again today and was told since it was past 30 days since treatment, (it was 60 days) it would cost me $127 to come out and assess the issue and then would give me quote to clean it.

  Business Response

  Date: 03/10/2023

  Consumer Response /* (3000, 14, 2022/12/07) */
  My carpets were cleaned on 08/30/22. I paid to have pet stains treated in some areas. At first the areas looked much better and now it looks like the area affected has spread. I called and was told it's from the carpet pad and I sent photos to a number as requested last Wednesday. I have heard nothing back. Paying $1200+ I didn't expect this. Please advise next steps fix these areas? I sent letter and called. They want to charge me to come look at the carpet. I sent pictures.
  
  
  Business Response /* (1000, 15, 2022/12/07) */
  We would be willing to come out for a minimum of $127. The customer was 2 months past the original service date 08/30/2022.

• Initial Complaint

  Date:10/08/2022

  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.

  Driver damaged exterior landscape edging. I'd like it repaired or reimbursement for repair.
  

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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.

  Hire zerorez to clean one room of carpet for an elderly couple in Arlington. They showed up past the appointment time so I was unable to be there.
  They told the couple that they had to make payment although when I made the appointment it was clear that I was paying and that only cleaning the one room for the agreed price was being done. The person who came to clean, Dexter, told the people that a pet stain needed to be cleaned at a price of $60. He didn't properly even clean the stain but regardless did so without my authorization. I contacted the zerorez office and spoke to two people. The first told ne they would rectify the issue. The second called to say that since an "adult" ok'd the spot cleaning they would not remedy the issue even though I didn't approve the extra charge. They had the couple sign a waiver stating that since the carpet was old there was no warranty for the cleaning.
  This company is obviously one that takes advantage of elderly people and uncharged for work not performed or not performed properly and without authorization.
  They are dishonest in both the their pricing, they initially told me $99 but then added a fuel charge and environmental fee and seek to take advantage of the customer.
  The only acceptable resolution would be the refund of the $60 they stole from this elderly couple under the guise of work not performed.
  

• Initial Complaint

  Date:09/06/2022

  Type:Product 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.

  Nature of Dispute: Vendor refusal to honor quoted price after service was rendered
  Amount in Dispute: $49.99
  Background of Dispute:
  9/1/22: My wife set an appointment with Zerorez for carpet cleaning services spanning 4 rooms, hallway and stairs. We were quoted over the phone with an after-tax price of $184.91 for services on Saturday, September 3rd, 2022.
  
  9/3/22: We received the service on Saturday, September 3rd, and elected to add an optional $75 charge for biological treatment which is $81.19 after-tax, which the service provider charged me $316.09 in total. During this time the vendor did not provide me an itemized list of charges before I signed for it, and did not provide me a physical receipt as it was to be emailed. Found out same afternoon the vendor did not charge us the honored price of $184.19 + $81.19 which should bring the total to $266.10.
  
  9/3/22 First call: We called Zerorez that same afternoon around 3:40PM, and we respectfully requested a refund based on the price difference between the quoted vs charged price. They informed us that there was an issue with the original quote and noted that there was a pricing mistake on their end, however they would not be able to honor the price that was given to us. To be clear, we went with Zerorez specifically for this $184.19 price and if this was not the quoted price, we would not have gone with Zerorez.
  
  9/3/22 Second call: expressed their apologies again on the pricing mistake and was still refusing to honor the quoted price. Call ended when I mentioned calling my credit card issuer and they will call back Tuesday 9/6.
  
  9/6/22 Third call: Manager called to express their apologies on the pricing mistake and unfortunately, there was nothing they could do to honor their quoted price. They offered a $50 credit for future services and again refused to provide a refund. We declined and filed a dispute.
  
  Due to character limitations, this summary has been condensed. See full summary as attached.