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based on 84580 ratings.
What our clients think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
The carpets seem to be thoroughly cleaned, and the work was done quickly and with little inconvenience to me.
Don't talk the customer to death. Show up and clean the carpets.
he was friendly and did a good job.
Fast, friendly, easy to schedule
Very nice service
The technicians did a great job and my carpet looks very nice!
Good job
Each time you service my home the carpet is cleaned really well.
My appointment window was 430pm to 630pm. When the technician did not arrive, I called Zerorez and was on hold for 20 minutes. At 7pm I was auto transferred to a voice message asking me to leave a message and someone would return my call. The technician arrived one hour late at 730pm. The technician Matt was surprised by my frustration, stating the dispatcher should have called me to update me about the delay. I called the following morning and spoke to manager Rondy. Zerorez did not live up to the service level they claim to have. Although Rondy said he would research to determine how the communication breakdown occurred, I felt like some level of service recovery should have been offered to me, the customer, perhaps in the form a discount, or reimbursement. For example, the $10 fuel charge could have been waived, or perhaps only charge me for 3 rooms instead of 4. I do feel action will be taken to address the breakdown in communication on the companies side, however something in addition to an apology would have gone a long way with regards to my experience. I will not use Zerorez ever again, and I will not recommend them to anyone. I understand human error occurs, but when it does, you should make it right with the customer.
They did a marvelous job cleaning our carpet when we were preparing to sell our home. Even the gentleman who painted the interior commented, "Wow!" when he saw it the day after they cleaned it.
You guys are the BEST! Travis James was a truly fine rep for your company. It was important to him for me to be completely satisfied.
The time period for your arrival was 11:00 to 1:30PM. A call at noon said it would be 1:00 to 1:30 , a call at 1:40 said it would be about 20 minutes. The gentleman arrived at 2:30.
Also, I would have expected the charges for the hallway, bathroom and oversized room which were added to the 8 rooms ordered would have been given before starting the work.
I believe in the method you are using to clean carpets. The service was great and the tech did a great job. I will definitely use your company again.
The science behind the products. Techs are nice. They didn't do my free tile clean,and I got an email with an even. Better discount from xerorez while the guy was here cleaning!
CLEAN AND FRESH
Bryson did a wonderful job explaining the entire process.
Repair surface to wood flooring......
The fact that it does what you say it will do, without the harsh chemical. My carper appears as though it was restored.
we now have dark spots we did not have before, I realize some of the spots we had would not come out , but there are two places in the back bedroom ,looks like the water was dirty or it was not sucked back up
Good price (except for stairs!), dependable, good job, professional reps.
Had my carpets cleaned times and still have pet urine odor
However, I was VERY pleased with the last tech, he stayed about 30 minutes and seemed to be more concerned than the 1st and 2nd tech
Fast professional great job
Amazing service! Couldn't believe how great the results were. We will definitely use Zerorez again. They were able to get red stains out of the carpet that we thought we would have to replace.
friendly employee, use of just hot water to eliminate residue
Not one spot was lifted by the water only process.
Very friendly and professional technicians!!
In talking to the technician, I expressed a desire to have a 7' x 10' area rug cleaned and blocked...it had become out-of-square due to normal wear and tear...but I emphasized that I wasn't interested in just cleaning it; the cleaning was secondary to the primary purpose of blocking it at the factory. I considered the quoted price of $600 for merely a factory cleaning to be high, but was willing to have it cleaned and blocked for that price. t was delivered cleaned but still out-of-square, so the delivering crew told me that they would take it right back and block it the same week. Just as the original technician assured me, they also assured me that zerorez had the capability to block and straighten the carpet. two weeks later it was delivered unblocked and unstraightened with the verbal message that the carpet was too damaged to straighten. Sure would have liked to have heard that news and/or opinion before paying $600 for a cleaning. I won't have zerorez ever clean any other area rug of mine.
Quick cleaning. Easy to schedule.
My complete Saturday was ruined and my time wasted with your company, your technician and his supervisor!
You must train your customer reps to fully inform the customer and asked the right questions to determine the customer's needs and home design when setting up an appointment. Your Customer Service Rep quoted me a price of $110 for 4 rooms, 120 square feet of title cleaned for free and a $50 steakhouse gift card. She never mentioned or asked about closets, halls and stairs. I totally forgot to ask about stairs. I would never think to ask about halls and closets because they have always been included when I used other carpet cleaning companies.
Your service tech performed like a new car salesperson. He showed me one demo after the next before starting the cleaning process. He kept saying he wanted to impress me or I could kick him out. I had to bring up price and that's when the trouble started. He never quoted me the $110 price. He told me about a $10 gas charge. He informed me that it was an additional cost to clean the closet floors and stairs. At one point my cost went from the quoted $110 to $230 if I included the stairs, not even the closet floors. Then he asked me what about the one small hallway? He then quoted me another $40 for the one small hallway. I'm up to $270 now (really)? I live in a small townhome (really). I have never paid more than $130 for my complete house of carpet. I informed him that I needed to discuss the cost with a manager. He went to his truck for 15 minutes and came back with his cell phone. He informed me that his supervisor was one the phone with a great deal that would make me happy.
Well I have never received such a great deal before!!!
She informed me at the very beginning of the call that she’s pulling the tech because of the price discrepancy. What? I was shocked – my main living area had not been cleaned – the $120 feet of free title had not been cleaned. She continued debating the Customer Service rep quoted price of $110. She said she was listening to the call right then which was an outright lie. She could not tell me what I said to the rep. At first she said the rep quoted me $129, and then she said the rep quoted me $119. She rudely tells me I will pay her tech $99 for three rooms and she was pulling him now. I explained this was poor customer service and she’s not treating me like I’m the customer. She said her concern is her tech’s time and he must be paid for his services and time. I asked for her name (Melissa). I asked her for her last name. She said I'm the only Melissa here. I asked again and she refused to give me her last name and said it was personal. I said how personal is it going to be when I go on every social media site possible and discuss your company and this poor customer service – and tell my friends and family. Her attitude was extremely unprofessional and non-caring. I will not pay for POOR service and be treated the way I was treated by Melissa!!!
After dealing with Melissa and your tech I begin to believe this is how your company operates. Barely giving the customer information and then playing the up sell – up the price gimmick game. I will NEVER use your company again. I will NEVER recommend your company. I contacted your company because I saw your truck at my neighbor’s house. If I see your truck in my neighborhood again I will go tell my story to each and every neighbor.
Sergio was incredibly courteous and explained everything to me.