Complaints

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

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  Zerorez Atlanta

  6145 Northbelt Pkwy Ste A Norcross, GA 30071-2972

• 

  Zerorez Atlanta

  2625 Piedmont Rd NE STE 237 Atlanta, GA 30324-3086

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:04/03/2023

  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.

  At the recent Atlanta Home Show, I discussed my duct cleaning needs with a representative who gave me a quote for duct cleaning for two units and one dryer unit. I specifically asked did I have to make an appointment that weekend and they said no. When I called them last week, they wanted to play "let's make a deal" and the cost was substantially higher than the written quote that I was given.Classic example of "bait and switch".

  Business Response

  Date: 04/11/2023

  When we participate at a home show, there is pricing for show participants that we book on that day. Pricing is also dependent on where client is located within our service area.  If the client's location is beyond our service area, additional pricing is added.  If a client does not book at the home show, they are subject to the pricing accordingly as through our normal pricing structure provided by a CSR..    Thank you

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19891820
  
  I am rejecting this response because:

  I specifically asked that question, if I had to book that Saturday that I was at the *********. I was told no - I did not have to book that day, but could call and schedule an appointment. I was told at the Home Show that there would be a travel charge of $100 which would be $910.00. The travel charge was not discussed, they would not agree to clean the 2 units and the dryer vent as quoted.

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

  Business Response

  Date: 04/12/2023

  Good Day,

  As previously stated, our pricing is based on location form our Norcross home office.  Whether booked at the *********, online, or via our CSR's the pricing is consistent.  We will stay pat with our pricing as properly provided of $910.  Thank you and have an awesome day.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19891820
  
  Just want to make sure that this is for two AC/Heat units and the dryer vent. If so, I will get this scheduled.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/09/2023

  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.

  On 2/2/2023 I hired Zerorez to clean 3 rooms and my hallway. I advised the technician there were 2 small stains I needed him to focus on. The technician said he spot cleaned the hallway and bedroom. After the carpet dried and we were told to stay off it for 6 hours because it was wet when he left, we noticed 4 reddish stains left when we saw it in the light in the morning. 3 in the hallway and 1 in the bedroom. When I called the following morning to advise them of the issue, I was told they didnt do it. It must have been something we did. I was given the run around for about 3 weeks. I left messages for a manager to call me but got an assistant, which was no help. I asked for the corporate number and he gave me a branch number in ******* *******. They also stated the Atlanta branch was giving me the run around. I called a branch in ************** and spoke with ***** the manager about the issue and was advised the Atlanta manger had to take care of this. She was kind and said shed make some phone calls. Finally, on 2/22/23 the Atlanta manger said he couldnt do anything to help. When I pushed back he said hed have Expert carpet flooring look at the carpet, measure it, which he didnt measure anything and get with Zerorez. After 10 days of not hearing from Zerorez, on Saturday 3/4/23 I called and was told the manager was busy and hed call me back. I called again on 3/6/23 and again on 3/9/23 which I finally was able to talk with him. He advised me several times they were in meetings discussing my carpet issue and hed have an answer by today, Thursday 3/9/23 since this had dragged on for so long. Im disappointed and saddened by ******* saying theres nothing they could do, but in realty its nothing they would do. I would like others to know what kind of company theyre dealing with that doesnt value clients and is all about their bottom dollar and doesnt back up their work. Now I have to live with damaged carpet that is worse than when they began.

  Business Response

  Date: 03/15/2023

  We performed a carpet cleaning on 2-2-23 where we cleaned 3 rooms and a hallway.  On 2-7-23, we returned to address some areas of concern as part of our 30-day cleaning warranty.  During the re-service, it was brought to the attention to the tech about staining in the hallway and daughters room.  The technician re-cleaned the areas but the stains did not release.  Client has a belief that the products used has caused the stains and our products used does not cause staining in this case only exposed the areas after the initial cleaning.  We did send a technician Manager to inspect and discuss with the client and the result landed in the same position that our cleaning would not cause staining.  We offered to provide a refund for the cleaning but client still feels we caused the stains to appear.  In summary, it is my understanding that when you have a complaint, you must try to resolve any issues first. In this case, we do not agree with this complaint as we have performed the services as designed.

   

  Thank you

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19576568
  
  I am rejecting this response because:

  My carpet was not stained prior to Zerorez spot cleaning the 2 areas. I have tried for over 6 weeks to come to a resolution with them but their response is its not their fault. Well the carpet didnt just magically get stained by itself. It happened after they spot cleaned the areas. They need to return it to the condition it was in prior to their tech cleaning it. Thats what we need done to resolve this problem. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/20/2023

  Good day,

  We understand client's rejection response and apologize we are at a stalemate with this complaint.  Our  stance has not changed in that we are not responsible for any staining caused by the cleaning.  Thank you.

• Initial Complaint

  Date:12/29/2022

  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.

  They showed up twice before and did not clean the paid for areas. I paid twice over $600.00. I complained last week about the areas not being cleaned right, and they said it was beyond the 30 day warranty (Although i called and left messages pre 30 days). They waited till post 30 day to return the call. I spoke to their manager ****** who (should be on a recorded call - but he refused to listen to the recording.) agreed to re-clean the stairwell and media room for a discounted $95.00 with their fiber protect, and the job was scheduled. Today the technician showed up - immediately distraught and angry that it was more than the stairwell. This guy didn't seem to want to work at all. I called ****** and he would not honor the agreed upon charge. The tech wanted to charge me an extra $100.00. Total bait and switch. I am going to contact the *** and whomever and see if they will do anything about this. The tech was rude and seemed ****** off at me when he should be upset with the manager. I am going to escalate and spread the scam this company is. Keep in mind - do not pay them for their stupid services. The carpet looks clean day 1 to day 3 until everything dries, then the original stains appear. Pretty good scam they have going on.

  Business Response

  Date: 01/03/2023

  There was an appointment set for a carpet cleaning set for *****-22.  Client had 2 previous cleaning and although no concerns were discussed, client wanted to address some areas of concerns with the current cleaning in terms of a discount.  Client and customer service discussed the terms of the appointment and there was some communication confusion as to what was being cleaned plus discounts.  Tech arrived at the cleaning on ***** but did not complete the cleaning due to price discrepancies.  customer service manager spoke to client and worked through the communication confusion adn set up a new appointment for 1-4-23.

• Initial Complaint

  Date:12/17/2022

  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.

  11/30/22 Zerorez came to my house to clean the master bedroom carpet. I spoke with scheduler about price confirming everything. It was $168. When the tech arrived it went up to $352. He said she misquoted. Then I knew I should have said just leave but I was ready for Christmas so he said he was also cleaning the padding underneath the carpet so I thought I would see what would happen. They were highly recommended by friends. Anyway the tech was finished in 45 minutes. He took 1 bowl of dirty water out. He asked me to inspect it. There were so many lines and it was wet that you couldnt tell anything. He talked nice. I gave him a $10 tip. Then after signing he said he discounted it $150. Meaning it was $500! to clean 1 room! That was never mentioned. As it dried within a few hours you could see the dirt and even more dirt than before. He sprayed my carpet with dirty water. He didnt get it up. He left it. Half of the corner is now Yellow from I dont know what and will not come out! I did have stains but they were spots where it had been cleaned and the cleaner made it whiter and it stood out. They sent another Tech out. He admitted that the guy was new and just did a rush job. He had to go behind many new techs for *******. Seriously how can you clean say 250sq ft without moving anything and clean the padding and the carpet in 45 minutes. It looks horrible. My daughter has a ******* and removed 1/3 of it herself. My husband who has his own business told the tech if he had done that he would have to refund the money then correct the job. I had told the office I was canceling the payment. My bank has pictures but for some reason will never refund anything that been removed from my account unless I investigate it. I have this time and submitted pictures. I dont understand how it went from $168 to $500! I wasnt told that. Then my husband pulled the carpet up to check the padding. It wasnt clean at all. It wasnt damp. It was dry and dusty dirty. I would like my $$$ back.

  Business Response

  Date: 12/29/2022

  The initial service was performed on 11-14-22.
  
  I have a copy of the invoice and a copy of the credit card holder, *********************** included with this submission.
  
  As you will see on the invoice, we cleaned a room, a walk in closet applied a biological treatment, applied a pad extraction, applied a courtesy discount plus our service fee for a total of $362.00.
  
  On the signed invoice, you will also see:
  
  Our goal is to ensure that you have the best experience possible. If for any reason we failed to meet your expectations, please call us immediately. All of our work comes with a 30-day warranty.
  
  On 12-2-22, a re-service was set up to address clients concerns as part of our 30-day cleaning warranty but the re-service was cancelled by the client.  On 12-7-22, client conversed with our customer service team about the experience:  Customer called in and said she was dissatisfied with the cleaning results and she was going to cancel payment. She spoke to customer service manager and scheduled a re-service appointment with a senior tech. Tech arrived at the home and was prepared to re-clean the carpet and the customer's husband asked the tech to leave.
  
  
  In summary, it is my understanding that when you want to dispute any charges, you must try to resolve any issues first. In this case, we do not agree with this dispute as we have performed the services as designed.

  Customer Answer

  Date: 12/30/2022

  THE DATE OF SERVICE WAS 12/1/22 NOT 11/14/22. YES MY HUSBAND WAS VERY UPSET. WE HAVE A BUSINESS AND THE PRICING WAS CRAZY. IT WENT FROM $168 TO $500 FOR 1 BEDROOM. THEY STATED THEY CLEANED THE *** BUT IT WAS COMPLETELY DRY AND FULL OF DIRT. I JUST LEFT A MESSAGE FOR THEM TO COME AND CLEAN THE CARPET AGAIN. I WOULD LIKE THIS HORRIBLE YELLOW STAIN REMOVED THAT WAS LEFT BEHIND. IT HAS NOT BEEN 30 DAYS YET SO PLEASE COME CLEAN THEM AGAIN WITH A TECH PREFERABLY THE LAST ONE TO CLEAN THEM. MY RECEIPT IS DATED 12/1/22. I HAVE A COUPLE OF DAYS LEFT. I TRIED TO SET UP AN APPOINTMENT JUST NOW AND WAS SENT TO A SUPERVISOR'S VOICE MAIL. I WILL CALL BACK AND TRY AGAIN. THIS WAS DONE A WEEK AFTER THANKSGIVING NOT 11/14/22?

  SO YES I WILL LET THEM MAKE IT RIGHT

  THANK YOU

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

• Initial Complaint

  Date:09/27/2022

  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.

  I had this company come to my house to clean my ducts on 9/9/22. The guy who came out had no clue about what was inside the furnace containment, but decided to start drilling away incautiously. Ended up breaking my evaporator coil and leaked all the coolant out. Because Zerorez found the coolant to be too expensive (R-22) for their liking, and they would not pay for all the necessary upgrades to get my ** working again (the hvac company they work with only would repair the ** system in its entirety, which included the need for a new condenser), they said they would only cover the evaporator coil, and I would have to cover the rest. So I ended up paying $2000 unexpectedly in the end to get my ** working again. I would never recommend this company to anyone. Incompetent and irresponsible.

  Business Response

  Date: 11/17/2022

  Good Day,

  Please excuse the late response to this complaint.  We were tasked to perform an air duct cleaning on 9-12-22.  Upon arrival, inspecting then starting the work, ************** mistakenly damaged client's unit to the point of replacement being the only option. After inspection of the repairs, it was determined by the **** company that the outside unit has to be replaced as well due to the age of the unit and the refrigerant used is no longer available.  We, as a company, agreed to replace the inside unit based on the fact that we were responsible for the damage but the client feels we should repair both to which we stated that we would only replace what was damaged by ************** so client did receive a new inside unit based on our agreement.  We do understand that when a complaint is issued, we do our due diligence to make sure we come to a workable agreement.  In this case, we we disagree with this complaint as we provided the best resolution based on what took place.  Thank you.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18134644
  
  I am rejecting this response because:
  

  The damage by the Zerorez employee led to all of my refrigerant being leaked out as well, since he busted the evaporator coil.  The lost refrigerant is part of the damage done by the employee.  Because this refrigerant was R22 refrigerant, and was deemed too expensive for Zerorez to cover, so they figured they would have me replace my AC unit, which was running perfectly fine at the time.  It became their responsibility to do what was necessary to get my AC running as it was before they showed up.

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