What our clients think of us!

Your call center is what you would expect from a very low customer service call center staffed with people who cannot be trusted with any decisioning and can only read a script. When I escalated up two manager levels, I was just barely to a point that supplied the kind of customer service that we require from entry level positions at our company. Again, poor grammar, very low ability to communicate, only interested in reading policy (even though they admitted that Zerorez made a mistake in initially scheduling me) and zero focus on problem-solving. Only explaining why the issue happened and reading company policy that the first call center person should have followed. 30 minutes of my life that I will never get back.

We had our carpet, rugs and bathroom tile cleaned the end of March. First of all when we booked we were responding to a 10% discount offer we were emailed. That was not given to us and when I called on March 31st I was promised we would get a check for 10% of the total bill ($1,007). Surprisingly, we have never received that check either. We have used Zerorez exclusively approximately the past 10 years. The carpets and rugs were cleaned and looked very good. The bathroom tile was cleaned and resealed.
When I got home that day (my husband was home during this work) I noticed what looked like footprints from tennis shoes several places on the bathroom tile. When I attempted to clean the tile the spots would not come up. I called and was told the technician would return. This took a couple of weeks before we were able to schedule a mutually acceptable time.
When your technicians looked at the tile they said what I was seeing was actually holes from their machine used to clean the tile. When the tile was resealed it was smooth so you only saw the outline. We were told by the 2 technicians the tile would have to be replaced and someone would be in touch. After a couple of weeks I have heard nothing and after calling I finally heard from someone named Eric, who gives me his number, and assures me he has sent the claim on and I will hear from someone. After another couple of weeks goes by with no contact and I start trying to call Eric. The only problem with that his telephone does not take messages so it is virtually impossible to reach him. Approximately a month later I actually got him on the phone and he acted surprised that no one had taken care of our problem. He promised to have someone call me.
Well, of course,no one did. After about a week I called your switchboard and asked to speak with a manager or supervisor so I could explain out situation. I spoke with Lea Lewis and she promptly set up an appointment time for someone to come out the next morning.
This was the person she referred to as her stone expert. He came in and cleaned the tile in about 20 minutes and was able to remove the spots.
The solution seemed so simple but yet it took 2 months for this situation to be handled. I was a little surprised that no one called to follow up to see if we were satisfied with what the last person had done after this situation turned into such a fiasco.
I was happy when we received the 10% discount offer because I knew the work we wanted done would be expensive but since we were never given any discount I just am not sure it is worth the trouble to use your services again. I find the only way anyone ever responds is to emails so perhaps that's my problem communicating with you but I am very disappointed at your lack of customer service.

To make sure and schedule accurately.

technician was very helpful and friendly

I had my carpets cleaned this past Wednesday. I met with Tommy and we went over what needed to be cleaned and then I went back to work. He was suppose to leave the receipt on my kitchen counter and close the garage door. When I got home My garage door would not open. I tried it with the remote, from the keypad and tried to lift the door. I called Tommy and asked if he locked the garage door and he said he just closed it and did not lock it. I did not have my keys with my since I always go through my garage. I ended up calling a locksmith to unlock my front door and bill was $135.00. I checked the garage door when I got inside and the garage door was locked!!!!!! Also, there was not a receipt on my kitchen counter. I was going to call and report the incident, but I have been extremely busy.

Thanks,

First name removed

I like the fact that there is no residue left in my carpets to attract dirt and no residue to get on my indoor pets' paws.

Technician was very professional and took pride in his work!

Results were better than I had expected. Service tech was courteous, thorough and engaging. He answered all of my questions and was knowledgeable about the work he was doing.

All services were very good.. Your tech Bryson was fantastic very clean and professional..

No chemicals. The service guy did a great job! I was satisfied last time but I feel like the service guy this time did an even better job.

Your just expensive

There were quite a few delays on the day the technician came. I appreciate that I received calls throughout the day letting me know he was delayed, but it pushed his arrival time back quite a bit. Also, the technician broke the nozzle to our hose. Also, the grass in the spot where the truck was parked is now totally dead.

Did not receive call 24-48 hours in advance with time frame. Time frame given that day when we called you was between 4-6. While that did happen at 5:45, it was at the very end of the day and the cleaner was here until 8:00. Paid for pet stain removal and spots reappeared after drying, was not told until we received the email receipt the following day that it was not guaranteed and was not offered another plan. The receipt stated the guaranteed service was at additional cost. I believe you should only offer guaranteed plans, if you are not confident a service will work, why offer it to your clients?

No harmful chemicals

Technicians are polite, efficient, on time, and fast. My carpets come clean and stay clean longer.

Associate was very friendly and thorough ... very happy with the results.

Great Service ... Very personable employees.

Very thorough & always respectful of our home. as far as not coming in with dirty shoes/feet.

A very nice friendly man came on time to clean my carpet. He did a really good job.

Technician was very informative and orodessional. Work was done quickly and efficiently.

Darwin was terrific. He was on time, was very professional and did an amazingly thorough job of cleaning the vents in the house.!! He represented your company very well.

The products that you used were excellent, and removed the majority of some stubborn stains. The service rep was excellent. He explained the procedure, and what we could expect. The rep was very personable and professional, I would consider him a definite asset to your company.

Environmentally safe for people. Miguel was very good at explaining how the products worked.

The clean fresh look and smell and no soap!!

Paid a lot extra to have carpets cleaned in one of 4 rooms where we had cats. The extra consisted of several seconds of spray on the carpet and then after waiting a while, cleaning in the normal manner. Some spots were not eliminated which was obvious when I moved the bed back to its original position after the technician left. I cleaned these myself with spot spray which helped. Then the next day I noticed some additional spots. So the extra I paid, maybe $60 or more seems to have been wasted. I think you either owe me a refund for the extra or a return visit. My home will be viewed for sale starting Saturday, so this is a problem.

Great staff, Keagan was wonderful. I love the results, the carpet looks amazing.

No soap residue, carpets and tile very clean. William was friendly, polite, and did a great job.

1. the entry floor was left muddy which was impossible to prevent that day.
2. the room stank the next day which was probably unavoidable
3. I had some concerns about having the door open the entire time allowing mosquitos to enter. The rainy day probably helped to prevent that. I had planned to have fans in place
in the event did happen
4. The carpet on the stairs up to the room were wet and muddy from the hoses and footwear
on the carpet. The carpet was cleaned before leaving, but it was wet for many hours and stank
that night. The technician did have on covers on his shoes. They should have been changed every time he came back inside.
5. Since I was the last job for the day, was there a chance of contamination of my carpet
from other people's carpets?
6. I had to remind the tech to put the solution on the carpet in the closet. He probably would have caught it later.
7. I like the explanation of what the cleaning solution was composed of. Was I right in assuming it was structured water?

Overall the unusual rainy conditions made the job more difficult. I thought later that I should have put a plastic tarp over the carpet stairs ahead of time.

Can't remember his name. Was it Matt?
He worked very hard at removing three stubborn stains of coke and candy.
Very pleased with final results. Will. Call you again in. The future.
Kay Alley. 1810 Copper Leaf Drive. Corinth. Tx.

Fabian,the technician who cleaned my carpets yesterday, was a very professional and diligent worker. He explained every step of the process before he did it. He made sure that I was completely satisfied with his work. Because of him, I will recommend your company to friends.