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:11/19/2024

  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 10/14/24 I met with a Zerorez employee and had scheduled to have my shag carpet sent off to Atlanta to be cleaned. I paid the invoice of 359.00$ and was told it would be delivered in exactly 2 weeks. After the two weeks had passed I reached back out to the company and was told by Steven their delivery manager, they were not satisfied with my cleaning and were adding another week to ensure it was spotless. I received my carpet back on 11/7/24 and unrolled it before I went to work 11/9 to find that it had not been cleaned at all. I sent pictures to their delivery manager and requested a refund and was told they would start the paperwork on 11/11/24. I have reached out to Jesse their regional manager twice now and have not received any update and employees at the call center told me he was active and responding to their messages, so I feel like I am being avoided.

  Business Response

  Date: 11/19/2024

  A refund has been requested to our accounting office and should be back on his card soon. I (Jesse) have not received any voicemails from ** ***** And this is our busiest time of year, so I do apologize for any delay. 

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  
  
  While I do accept a refund for the services that were not completed, I did in fact leave a voicemail on Wednesday for Jesse at ************ after calling the corporate number. I then called back on Thursday and after not getting a response, I called the corporate number ************ and was told Jesse had been messaged and had responded to the employee I spoke with and would be reaching out to me shortly. I do not appreciate my integrity being brought into question with this matter and would like future customers to get a response in an appropriate amount of time when they have issues appear.

  
  Regards,
  
  
  
  *********** ****

• Initial Complaint

  Date:10/15/2024

  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.

  Hello,
  I had scheduled a service online for the carpet in two rooms to be cleaned at a cost of $138.
  When the gentleman came to clean the carpets, he mentioned that there was pet residue & I was told that the spots may come back up within a few months. I acknowledged that. The carpets looked great when he left.
  When I went to pay the bill I was told that it would be $268. I questioned the cost mentioning that I had been quoted a price online of $138. He had said, oh that's because of the extra fee for the pet residue. I was not aware that there was an extra fee for pet residue and/or that I was going to be charged this. I had requested the service expecting it to be $138 as advertised online.
  
  Now that the carpets are dry, I am still able to see some of the pet residue spots. While I have had carpets in other homes cleaned in the past, I am very well aware that the spots will come back up over time, but never have I ever seen it come back up this quickly. I don't feel that I should be expected to pay the extra $130 for this first because I can see the spots and second because I didn't agree to the added services.
  
  The gentleman that came to clean was very professional and nice, so nothing that he did wrong. I just don't understand why I was charged the extra and why I am now seeing spots again so quickly post treatment.
  I would like to be refunded $130 for this added cost.
  
  Please confirm this email and acknowledge as to when I can expect the $130 refund.
  
  I also want to specify that based off of the regular carpet cleaning, I am happy, however, with the added expense that I didn’t know I was paying for the pet spot removals I am definitely not satisfied . I am not interested in having someone come back out. I’m only interested in a refund since I did not request the service.
  
  I have reached out to the company multiple times with no response.

  Business Response

  Date: 10/16/2024

  The complaint acknowledges that there were pet issues upon initial inspection of the carpet. In order to treat any biological issues we must treat and charge accordingly for that product. There are multiple reminder emails that discuss this and the pricing of these products. Please see the screenshot of the automated message that goes out to all customers prior to their appointment. We offer 30 day service guarantee that we will come re-treat any areas that the customer is not satisfied with free of charge. In the complaint customer says she refuses to have someone come back out and rectify this issue, and demands refund. Without being given the chance to see or rectify we can not refund for services rendered. There is no basis for us to refund based on a complaint alone. Our invoicing process requires client to approve before services are added to the invoice and again while being paid. Client states she was happy with the service and technician but refuses to allow us to rectify the issue. Our policies will not allow refund if we can not see the issues first hand, and are given a chance to correct.

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  I am attaching the 2 emails that I received prior to treatment.  As you'll notice neither one of them are the screenshot of what is attached to this complaint.  Neither also mention anything about pet cleaning or costs.

  Yes, I did acknowledge that there were spots from pets when it was brought to my attention.  I was not asked if I wanted a biologic treatment applied and I also was not told how much that treatment would cost.  If I had been asked either, I never would have agreed to the extra service.  

  When I was presented with the invoice at the close of service, I questioned the added costs, and was told that the office had to add them on and there was nothing that he could do to remove or adjust the costs since the treatment had already been done.

  Again, I'm not looking for a retreatment because I simply did not request this added service.

  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 11/05/2024

  Please see the automated message that goes out to all customers. Regardless, how can anyone assume that additional treatments would not have a cost. The Bio treatment is discussed on the initial call, then reminded again through text and email. Furthermore the customer agreed to the cost day of service with the technician and said she was happy with her service. We can not refund any service unless we have had a chance to come back to inspect.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  I had previously attached all correspondence that I had received from the company.  I did not receive the automated message that they said I received.  I never had an initial call or a reminder text or email from anyone at the company and never agreed to the Bio treatment.  I did not agree to the cost the day of the service.  I questioned the technician at the end of my appointment when presented with the bill because the cost was double to what I had agreed to and booked online.  I was told by the technician at the end of the service that he applied the Bio treatment and that is why there was an extra fee.  I had never agreed to this service, but was told that I had to pay for it and then take it up with the company later because he had to collect payment at the end of the service.  I wasn't able to refuse payment or even apply a partial payment, which is why I signed.
  

  I am not interested in a re-inspection.  I only want to be refunded for the Bio treatment that I never received any information about or even agreed to in any way whatsoever.
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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 had an area rug picked up and delivered, not cleaned

  Business Response

  Date: 05/06/2024

  I have reached out to **** **** and I have agreed to give a full refund for the cleaning of the area rug. There was obviously a missed step during the cleaning process. I am looking into this error internally and will create a solution so that this does not happen to future customers. While this is a rare experience, we do apologize and hope to earn your business back in the future. We will use this as training for our organization to improve, and continue to strive to offer the best service in our industry. 

  Respectfully 

• Initial Complaint

  Date:09/01/2023

  Type:Billing 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 August 28th I had a carpet cleaning appointment. When I signed up for the carpet cleaning I was giving an amount of 138.00. When the cleaner came he said he was putting a protector on it. That’s all he said. He did not say it would be 80.00 extra, I would have liked to have been given the information that it would be extra and the amount. It seems very shady to do business that way.

  Business Response

  Date: 11/07/2023

  We apologize for any misunderstanding. Products applied during the service have a cost to us and after reviewing this invoice, the price follows typical procedure. All invoices are approved by client prior to accepting payment. The services provided would have been approved prior to payment and approved once again once payment was being made. Please see photo attached of approved invoice with customer signature. Any dispute should have been discussed with the technician prior to approval, payment, and job being closed. Once a service is provided and a product is used, there is no way for us to recoup the cost of that product and there is nothing for us to return once a service is rendered. I can not understand how anyone would assume that an additional service would be free. While I am not sure where the miscommunication took place the service provided is inline with what the IICRC, and carpet manufacturers recommend annually. 

  
  

  Thank you for your understanding.