We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Carpet and Rug Cleaners

Zerorez Phoenix

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

This profile includes complaints for Zerorez Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Zerorez Phoenix has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Had technician come out to clean my 2 1/2 year old carpet for the 1st time on October 21st, 2024. Our appointment was at 8:00 am to enable the carpets to dry throughout the day. After the tech finished cleaning the carpets looked very nice. We had a beautiful day for the carpets to dry with doors and windows open. By evening we were able to walk in our bedrooms to sleep over night. In the am we woke to the crunchiest feeling carpet ever. Not only were they crunchy but the carpets were terrible discolored. I called about the issue and another appointment was made for the following Monday on October 28th. to attempt to rectify the problem. A new technician came out and he felt that the carpet just didnt dry well and felt he would have to redo the job and take better care of extracting the water. Well, woke again to the crunchy discolored carpet. Called the business again and was told they would send the tech back out the following day to see what the problem might possibly be. The same tech came back out Tuesday October 29th and along with him he had his regional supervisor come too, and they were puzzled, Suggestion was to clean again using different devices and assured me that would more than likely rectify the issue. Next morning nope. I would say my carpets are ruined. The spotty look and coarse feel to my carpets just breaks my heart. I was only having them cleaned as we are selling the house and wanted to freshen it up for prospective buyers. I would like to see the carpets replaced. The whole ordeal has been a nightmare. It was especially hard as my Mother is handicapped and we had to be displaced to a small area during all the drying time. I would never recommend this business to anyone.

    • Initial Complaint

      Date:10/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 October 4, 2024, Zerorez came to my home to clean my ducts and dryer vent. About halfway through one of the men here came to me and apologized but informed me that my baseboard was damaged by them. He said that he would send pictures to Zerorez and they would schedule someone to come out here and repair. He said if I didn't hear from them by 3:00 p.m. to contact them. Never heard a word and called at about 3:20 p.m. wherein they asked me to send additional photos which I did and then told me someone would be reaching out to me to schedule a repair. The next day I called again because no one reached out and we scheduled an appointment for the repair on October 21, 2024, at 11:00 a.m. I at that time told them I would be haviing company in and would send them all to breakfast so that there would not be a lot of commotion here. I did not go to breakfast with my friends and waited for the repairman. At 11:20 a.m. I called Zerorez and told them no one showed, they said as soon as I got off the phone with them that a **** ********* would be calling me to let me know what time he would arrive. No call. I called them again at 3:30 p.m. just to be told that someone would eventually reach out. Today, October 22, 2024, I called again to be told everyone is in a meeting and no one except customer service phone **** can talk to me and they cannot resolve my issue. NOT ONCE HAS ZEROREZ reached out to me to correct or fix this issue! I am beyond upset and will never use them again!

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 submitting a formal complaint regarding a recent air duct cleaning service performed by Zerorez at my home on ********* 27th, 2004. The experience was highly unprofessional and has caused significant inconvenience and health concerns.First, the technicians arrived two hours earlier than the scheduled time. This was highly inconvenient as I was not prepared for their early arrival.Secondly, while accessing the attic through the closet in my master bedroom, the technicians disturbed the insulation which caused a large amount to fall all over my clothes, including dresses, formal wear, and work uniforms. As a result, I have been experiencing severe allergic reactions, sever itching whenever I wear any of these clothes, or come in contact with anything in my master room closet. which is extremely concerning and disruptive to my daily routine. It has caused irritation and distress to my elderly mother as well. I was informed by **** who is over the air duct crew, that they did not follow protocol for placing a plastic cover over clothing for protection. Additionally, one of the workers placed a dirty vent cover on my brand-new couch, which I find unacceptable and unprofessional.Despite making four calls to Zerorez, I have yet to receive any response from a supervisor. This lack of follow-up and communication only adds to my frustration and disappointment with the companys service.I request that Zerorez takes immediate action to address these issues. I expect compensation in the amount of $735.00 for services that were unprofessional as the technicians were not following work protocol and was below standard or satisfaction, as well as a resolution to the health-related issues caused by the negligence of their staff.

      Business Response

      Date: 10/10/2024

      We have spoke to the customer and our technician did let the customer know some insulation fell from the attic onto some of her clothes. The technician cleaned up as much as he could and told her to be aware of possible insulation on some of her clothes. We offered the customer to pay for the dry cleaning bill. When customer didn't accept that we offered to give the customer a $200 refund and she said she wanted the full $735 refund. Unfortunately we did clean her air ducts correctly and appropriately. But, we were understanding her concern and willing to pay for cleaning of clothes and some. 

      Customer Answer

      Date: 10/10/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *****

       

    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Zero Res came to my hosue to clean the carpet of stains and smells. They came on two occasions and i was charged $420 and $295. The carpet still has stains and smells.

      Business Response

      Date: 08/08/2024

      ***********************

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      the company promised me in writing they would come to redo the cleaning and have never shown up to the house to do the cleaning they repeatedly ignore text messages and phone calls after they already promised to come and redo the cleaning

    • Initial Complaint

      Date:10/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 10/4, the company came out for a carpet cleaning and damaged my carpet. I have been trying to get ahold of management to find a resolution and they are ignoring me. The cost of the damage is more than the cost of the service I paid for.

    • Initial Complaint

      Date:09/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      8/17/23 On this day a tech was training a new person and was completely unprofessional, dragged cleaning machines across tile, did not wear booties and walked all over clean carpet, did not test grout before cleaning.As a result of not checking the grout the grout is completely ruined and carpet was not fully cleaned. After reaching out 8/17 zerorez sent out a specialist on 8/19 to check the damage.The specialist ****** on 8/19 tested the grout for the 1st time and said they should have never cleaned it with the products they had and that was what damaged the grout. ****** said she was not comfortable with moving forward with the cleaning and they needed to call the company grout specialist for another inspection of damages. ****** mentioned here that she had never seen a tech who hadn't tested grout first and caused this damage since it is the company procedures. She said that this is on zerorez as a company and that it is on zerorez to remediate this situation.On 8/21/23 ***** the grout specialist said that the grout was indeed damaged and that the grout needed to be re-grouted. He said that zerorez should be refunding our initial cost and since it is on the fault of zerorez that they would also be giving us cost to fix the flooring. ***** mentioned that fixing the grout will take over a week and there is damage in the grout throughout the house. ***** also checked the carpet this day and said that the carpet just needed to be fluffed and that is why it looks damaged. After they raked the carpet is still damaged from the products.***** mentioned that zero rez would reach out on 8/21/23 in the afternoon with a plan for remediation. It is now 8/25 and I have not heard from this company despite calling and asking for management which never seems to be there.I am not able to move into the house and have extra cost to storage and additional rent I am now responsible for as a result of not being able to move in until this is resolved.

      Business Response

      Date: 08/29/2023

      This customer is not from our location. You need to send this to the Zerorez in Phoenix *******. This is the ***** ******** location, we are not all connected. 

    Zerorez Phoenix is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.