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:11/27/2023

  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.

  Hello, the **** address is the company corporate office address, according to the website. However, the service address for the property to be cleaned is in ******* **********, zip code *****. Please let me know if you need additional details, thank you. 

  Customer Answer

  Date: 11/27/2023

  On 11/22, technician from Zerorez was granted access to unit for carpet cleaning and tile cleaning services. Amount prepaid for services was $303.00. Invoice # *****. Based on inspection of unit after supposed cleaning took place, it appears to me that no cleaning was ever performed. Else, the quality of the service was so poor that it looks to me as if no cleaning was actually done. Zerorez has a 'gotta-love-it' guarantee, and I have contacted Zerorez to inform them of the dissatisfaction in the work product and have requested a refund. Zerorez has refused to provide a refund. I have contacted my credit card to initiate a dispute and Zerorez has threatened to send to collections if the credit card issues me a refund. Zerorez did provide to me the notes of the technician, and I have noted several inaccuracies in the statements from the technician. For example, the technician did not tell me that the stains were permanent up front. To the contrary, the expectation was that everything could be cleaned. I would have expected that if there had been any issue or difficulty whatsoever in cleaning the carpet, the technician would have called immediately, and we could have discussed alternatives. However, that did not happen. It is my personal opinion that I was defrauded/scammed by the technician who took my money and proceed to do a very poor quality job (if any was performed at all). It is up to Zerorez to make it right based on their gotta-love-it guarantee. Instead, they have refused to issue a refund and have tried bullying me with threats of sending to collections. I am submitting this complaint to protect the general public from experiencing what I have experienced.

• Initial Complaint

  Date:10/15/2023

  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.

  Carpets not clean, avoided my phone calls, made me take pictures of area, out of my living space for more than a week, said high traffic areas were the reason. Did not respond to survey dissatisfaction. I dont think they even tried, just got carpet wet. Very poor quality. Anther carpet cleaning company called and carpet was very clean, all with no harsh chemicals as Zero Rez claims.

• Initial Complaint

  Date:07/29/2023

  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.

  I hired Zerorez to clean the carpets on 7-27-23 for 3 bedrooms, hallway and 1 living room at my vacant home in *******, **. I live 300 miles away and the carpet technician knew this. He was great bringing the price down. I let him know that there was red powerade zero in the living room corner. He said he would take care of all stains. Hours later, he said he was done and I received the invoice for $441.10 . The next day, our neighbor **** stopped by the house and noticed the red powerade zero stain was still there and that the hallway and bedroom carpets were not clean. I contacted Zerorez of Puget Sound to let them know the carpet cleaning job was not done and that I am not going to pay the bill until they do it correctly. I received a text message from Zerorez of Puget Sound telling me that I need to pay the $441.10 before they will send another technician to complete the job. I advised Zerorez that I will be filing a complaint with the AG's office right away as Zerorez needs to send someone different out to the house to do the carpet cleaning job correctly.

• Initial Complaint

  Date:12/23/2022

  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.

  We decided to have our carpets and area rug cleaned by Zerorez Nov 19th, 2022. I had heard great things about the company, and we have new carpets and an expensive LARGE area rug. The technician came to clean the rugs and we were happy with the results *********** upstairs. We had some dog urine stains that they pre-treated, and at the time they seemed to come up. He looked at the area rug and said it would be best to take it to the location to have it cleaned, to make sure they were doing the proper treatment. He said they would not charge extra since we were quoted a lesser price.Everything seemed fine until a few days later. The upstairs carpet still smelled like dog urine. We knew it was going to be tough to get out, and it was BETTER, but we thought it was the best it could be, because we trusted that the cleaner did a good job.The rug was to be finished within **** days. I contacted the company after Thanksgiving, since I never heard back from them. We went to get the rug, and were excited to see it clean-the high traffic areas were BAD, and there were a few dog stains on it too. We opened it up when we got home, and it looked like it hadn't been cleaned AT ALL. The spots were very obvious, and the traffic areas were the same color they were when we sent it away. I also looked at the back of the rug, thinking that I would notice some type of distress from cleaning-it looked brand new still. I contacted the company, and they said that they cleaned it. I took out a rag and rubbed a soiled area for just a minute, and it came up clean. They offered to reclean, but after the hassle, we asked them for at least a partial refund. I was told they would get back to me, but after multiple requests, they haven't, and are not returning my calls.We ended up purchasing a Bissel carpet cleaner, and did the job on the area rug and the upstairs carpet ourselves. The results we got were (disgustingly) amazing. Proved to us the job hadn't been done.

  Business Response

  Date: 01/03/2023

  When we brought in ******'s rug to our shop to clean it was a natural fiber rug, with natural fiber we have to be very careful and cautious with what products are used as to not damage the fibers. The rug had very bad traffic areas on the rug and our normal treatment for that cannot be used on natural fiber. The technician that did the cleaning did call the client to explain that some of those traffic lines will not come up because the fibers have been damaged. This is very common in carpeting and rugs. There was a significant difference in the color or traffic before and after the cleaning. We even used her rug as a training example in one of our meetings because of the significant difference! When ****** let us know she was unhappy and sent pictures of spots she was able to get out and requested a refund. Management did not approve the refund due to the customers signed invoice of approval of services rendered but instead offered to bring in her rug and reclean it again using less caution but this would require ****** to sign a waiver stating that any damage would not be our responsibility. From there we never heard back. At this time we are still currently offering the same solution. We will be glad to reclean *************************** rug again.

• Initial Complaint

  Date:10/09/2022

  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.

  Zerorez came to clean my carpet yesterday. The carpets were not cleaned properly and look even dirtier than before. I called the office and tried to get them to come back and fix the issue, but they demanded a payment prior to coming out. I do not want to pay before the service is done properly and carpets are cleaned. I re-cleaned some areas using my old carpet machine and the water in waste tank was black, that is how dirty the carpets still are. The technician spent a total of about 40 minutes for all 4 rooms, 2 of them oversized, which they are charging extra for. I am attaching photos showing carpet in family room after technician cleaned it, and second photo after I cleaned it the next day.

• Initial Complaint

  Date:09/29/2022

  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.

  On June 1st, 2022 a technician from Zerorez of Puget Sound came and cleaned our carpets. I had just had my hardwood floors redone two weeks prior. When the technician was done, he set his wand and machine down by my front door to explain the complete work. When he lifted the tool, it left a stain in the shape and size of the wand. I pointed this out to him in the moment before he left and called the main office right away. The office gave me the number to call to reach management. I called and left a message on 6/2. I heard back 6/20. The co-owner stated we will get this right, please get an estimate from your flooring folks. I sent the estimate (received 8/3) to them by email on 8/5. I still have not heard from anyone regarding fixing my floor. I have called the main office about every other week and continue to email their customer service (8/5,8/19, 8/27,9/29) requesting someone get back to me. When I call the office there are excuses but assurance management will call within a couple of days. During one call, the office confirmed management received my email and estimates. I have not heard anything from management since sending the estimate and find this very unacceptable.