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Business Profile

Carpet and Rug Cleaners

Zerorez of Central Washington

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/25/2025

    Type:Sales and Advertising 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.
    I filled out Zerorez's online estimate with the information I had - 6 rooms plus a hallway to carpet clean plus pet urine treatment. The estimate was $360. This is carpet cleaning prior to vacating a rental. I received an email confirming my appointment as well as a text. Once the tech got to the location, they THEN explained that the pet treatment was going to be an additional $300. Nearly double what I was expecting. Due to the timing I felt I had no choice but to let them proceed with the carpet cleaning. Had the online estimate included the pricing per room, I would have shopped around. I no longer have time to do that, plus someone had to be there to let them in so my significant other missed work for this appointment.Additionally, they damaged one of the walls. The wording was "we're not sure how this happened but wanted you to be aware". There was no offer to fix the damage, or reduce the overall cost of the carpet cleaning to compensate for this. On the bill I received after the services, it shows the pet urine treatment is $50 per room. It feels very intentional to not have that calculate with the online estimate, and I can't see any reason why they would leave that off if not to make you feel obligated to pay the services once they are there. I was really excited to use this service and I am so disappointed in how this all panned out.

    Business Response

    Date: 04/25/2025

    We are sorry for any misunderstanding that this experience may have caused. Especially want to apologize for any damages our technician may have caused to your apartment. I want to reassure you that we take pride in our honesty and are upfront about our pricing. 
    When booking online, the option you selected was for pet spot inspection, and is to be selected if you or any other client believes there might be a need to treat those areas. It also states that in your provided screen shot. I understand that you may have misinterpreted that as actual treatment however, there is extra cost associated with treating odors.


    In order to book online there is also a portion where you need to accept the terms. I have provided screen shots of what that looks like when using the online ******. The terms are very short and state that if pet treatment is needed, there will be an extra charge. With that we do stand by the pricing your were given by our technician. We do have a 30 days guarantee on our general carpet cleaning so if there are any issues in that regard please let us know.


    As for the damages, we would like to get someone out there to repair them immediately. We did not receive a call after the service yesterday or today in regards to this issue but we will make sure that your wall is repaired as soon as possible. We appreciate you bringing this to our attention and will be speaking with the technician directly. 

Zerorez of Central Washington is NOT a BBB Accredited Business.

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