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.

  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.

  Customer Answer

  Date: 11/27/2023

  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. 

• 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.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called Zerorez inquiring about tile cleaning and grout sealing in my shower. I was told one price by one person and another price by another one.This should have been my first clue there could be an issue.The tech came out and I showed him my shower & the mold that had begun to grow. He said he would put his best foot forward. He had a large tool and a smaller one and said the small tool should get into that area. He brought the small tool up, but never used it. He used the large tool to clean the tile and grout. He then sprayed something on the grout and said that would seal it. I asked how long I should wait to use the shower and he responded "good question let me look". He looked at the spray can and gave me the answer. It did not seem like he had cleaned much tile and grout before. After the shower dried, I noticed in some areas and corners, they did not remove the dirt and mold. A friend looked at it and said you need to call them back out to clean it again. I called Zerorez and talked to someone. She made me feel like a bad person for calling to report an issue. She said I would need to take pictures and send to them. If this were my company I would be out there right away and check things out. I sent the info. requested. A few days later I received a text saying the tech noted there was mold growth in the rubber sealant of the grout. And mold would grow in ***** hours. and suggested I contact the landlord of my apartment. Well first off, I own my townhouse! How rude that they made assumptions and also to dismiss this when on their website they advertise "gotta love it guarantee" If not satisified they would return within 30 days. Instead, I was just being dismissed. I asked to speak to management. She said she would escalate to management and they would contact me as soon as possible. After a week, I still have not heard from anyone. Again, they do not seem to care that I have an issue with their service and seem to want to wait me out

  Business Response

  Date: 09/19/2022

  We have already resolved this matter with ****. We are going back to re-clean the concerned areas. I've attached a few pictures that was sent in by the customer. Those dirt and mold areas that are being referred to is from the shower caulking cracking and breaking and water has seeped into those areas causing mold to grow underneath the caulking. We never claim to clean caulking, just the tile and grout. It will need to be removed and replaced by a professional. As a courtesy to our customer, we have decided to go back to ****'s home and re-clean those areas to show our process and make sure nothing was missed by us and to educate the customer on what is damaged and needs to be looked at by a professional.

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  Hello.  The business contacted me, and they are going to come back out and re-clean.  Some of the issue might be what they have mentioned, but not all of it.  I would not say this matter is resolved, but the company has contacted me, and we have set up an appointment for them to come back out and re-clean.  In their response, it makes me see like I am some kind of stupid person and should not have said anything, honestly that really makes me mad that they treat customers like that!!  The appointment is Oct. 6.  I will let you know after that if it is resolved or not.

  I would ask that you not close this issue until they have been back out and re-cleaned.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 have been trying for 3 months to contact and resolve this issue with Zerorez directly with phone calls, emails and photos. At this point, I simply want my $391.50 back due to unsatisfactory results and no follow up from the company. Included on my invoice on June 10, a guarantee. If youre not completely and thoroughly satisfied with any aspect of your Zerorez service experience, please call us at ************ so we can make it right. I have tried repeatedly, as noted below in part of an email I sent them 8/10/22. I received an email 8/11 that it would (once again) be marked urgent and sent to management team, but (once again) no response.Email of 8/10:We had a carpet-cleaning appointment scheduled on Friday, June 10th, and based on the technician's recommendations, we upgraded to additional ********************** Later that afternoon a large and distinctive dark spot (almost square-like) showed on the carpet. Initially I thought it was due to not having dried all the way. The spot remained through the weekend (please note, this is right in our open-area living room by the entryway - there is no furniture located near or on it).I emailed Zerorez on Monday, 6/13 with photos - after calling, it was suggested I do so. On 6/14 I received a response that my note was forwarded to the management team, and they should be in touch in a few days. On 6/28 I sent a follow-up email and received no response. On 7/15 I called again to follow up, and *** was going to issue a new work order. That is the last communication I've had.It has now been 2 months, and there has not been any contact made with us by Zerorez. There is no resolution to this unfortunate and expensive experience. This is extremely discouraging given the amount of our service ($391.50) as well as theZerorez 30-day Guarantee that is on the website. With the positive testimonials on the radio, this has been quite surprising and discouraging.

  Business Response

  Date: 09/19/2022

  To whom it may concern,

  Upon reviewing the pictures sent in by the customer **** and reading the technicians notes from the day he did the job. The dark area referenced in the photos and in the initial complaint is due to traffic throughout the living area. Unfortunately traffic is damaged carpet and can never be fixed. We do however offer treatments to help removed the stuck in dirt which will lighten the area and help appear fresh again. The customer did receive that treatment and the technician noted that there was a "big shadowing from couches staying in one spot" and he did let the customer know about that. I am deeply sorry that no one has responded in more timely matter. I am willing to send someone out to re-clean the area for you but I cannot guarantee that it will completely go away due to it being traffic wear.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18004445
  
  I am rejecting this response because: This is part of the disappointing Zerorez experience: this is an absolute untruth provided by the technician. The pictures we sent are the exact and current setup of our living roomno sofas were moved for cleaning. There are no couches on this area that would cause big shadowing. This furthers our dissatisfying experience. At this point, we request money back.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/23/2022

  To whom it may concern,

  Do to the issue being in the one room and the customer not being satisfied with any offer we have currently made. The last thing we would be willing to do is refund the customer $135 for the initial cleaning, pet treatment and traffic treatment used in the 1 room.

  Thank you.

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We accept the refund offer of $135. Thank you. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/09/2022

  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.

  I had hired Zerorez to clean my hardwood floors. ****** came on June 18, 2021 and cleaned my floors. when he finished , while he was still her i noticed some scuffing of the floor in the kitchen area that was not here before. He and I were both puzzled by this and I asked to look at the bottom of the machine( enclosed are pictures of it). It was missing a wheel and the metal brace holding the axel was evidently scraping my beautiful floors. The metal was worn down and ****** said they use that machine to clean concrete too. Since then and upon examination I have noticed subtle scratches in many other places.I then communicated with *********************** several times 7-14-21, 7-15-21, 7-23-21, 9-8-21, 11-2-21 ,and she told me to get three estimate of repairs estimates for repairs needed and send them to her for her (attn; *********************) to give to the insurance company. I did this and sent them to her on 12-16-21. During the Winter Holi"days2021-2022 I spoke at length to ********************* who said he was the new owner. He said he would "get on this when he returned from Holiday Vacation. I have since contacted the company 3 times to hasten resolution of this and *** has not returned any of those calls. They seem to be ghosting and stonewalling me and avoiding resolution thereby dragging this on past a year. I would like financial compensation for the future repair of my floors to cover 1/2 of the refinishing.=$5000.

• Initial Complaint

  Date:08/08/2022

  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.

  On 8/2/22, I paid Zerorez of Puget Sound $568 to clean the carpeted areas of my home. This included a $195 additional charge for three areas needing pet treatment. Zerorez committed to clean my carpets at the highest level possible without leaving any residue and that my carpets would look and feel their absolute best. After cleaning my carpets, the Zerorez technician put away all equipment in his van before letting me know he was done and asking me to pay the invoice. When he left, I went upstairs and saw that the large living area looked as if it had not been cleaned. There was strong pet odor in areas where the pet treatment was to be done and an especially strong odor in the office area. Overall, the house lacked the look of having been freshly cleaned. The carpet feels crunchy and sticky underfoot and to the touch. Zerorez promises a "30-day Gotta Love It Guarantee," stating "If, within 30 days of your appointment, you're unsatisfied with your Zerorez Experiencefor any reason at allwe will gladly return and re-treat the areas you're unhappy with." I contacted Zerorez the next day 8/3/22 and let the representative know about my concern. She asked me to send pictures of the area upstairs and stated she would pass them over to management. She later replied via text message that the carpet was "sun damaged" (untrue) and the pet odor should go away in three days. I let her know I was dissatisfied with this answer and she replied they could send a technician out but I would have to pay a $175 zone minimum. I later attempted to reach someone by phone but no one answered. I left a message asking for a manager to call me back. No one called back. I called back on the morning of 8/5/22 and spoke with someone who stated he was one of the managers. He said he would talk with the team and someone would call me back by the end of the day. It is now the evening of 8/8/22. The odor has not left, and no one has called me back or offered to make things right. Invoice# *****.