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based on 31534 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.
Thank you for promoting us Robert. We look forward to seeing you again.
Customer Service
I just want to make clear that our cleaning guy Jesus was amazing and did such a good job, but your company as a whole I felt was very dirty and underhanded with hidden fees. I have never used your services but heard rave reviews and thought since our fist baby is due in a few weeks we should try this service out. I called your customer service and asked for an estimate and the girl was very lack luster about it and just told me for 3 bedrooms, stairs and hallway we could expect to pay $159. I asked it that was an accurate quote and it was she offered no advice for what to expect or anything further just that he would arrive between 2-5. I felt very violated that the price shot sky high with all these "extra fees" for our rug and the scotch guard treatment after the cleaning. I was not expecting it and felt very embarassed because money is tight for us right now. I think that you should do a better job about educating your office staff about preparing people about the services you offer as well as what to expect had that girl done that for me and told me to expect extras for pet stains on the rug and the scotch guard then I would have been okay, but it came out of left field and he quoted me a higher price than I was quoted over the phone which instantly made me lose confidence in your company as a whole. All my neighbors asked me last night as they were walking by how I liked your company and they were thinking of calling and I told them to call Stanley Steamer instead they at least are upfront and have no hidden fees. Too bad because we will need our carpets cleaned yearly now that we are going to have kids and unless you can think of a way to make it right I'm done with your company and I have no reservations about telling everyone I know about my humiliating experience with you.
Hey Jodi,
I'm sorry you felt humiliated and had such a bad experience. I assure you however that we do not have hidden fees and try to be as accurate as possible with our estimates over the phone. We gave you a price over the phone to clean 3 areas of carpet, the stairs and a hallway. When our technician arrived, you asked him to clean those carpeted areas, as well as clean an area rug, protect the carpet, and address urine issues in both your carpet and the rug. If we knew that you wanted those things done when we booked the appointment, we would have included them in your estimate. I completely understand how frustrating it is to prepare to spend a certain amount and then end up paying more. And you make a very good point about preparing our customers in advance about some of our other services. I'm sorry our rep did not go into more detail when you asked if the quote was accurate. She should have made a point to explain that services like protectant, area rug cleaning and urine treatments are not included with the price of the carpet cleaning. Thank you for taking the time to write such a detailed response. I will follow up with you this afternoon to make sure I have answered all of your questions.
Dispatch services, great Technitions, training.
We were disappointed that our technician arrived AFTER the three hour time frame we were given.
This was the best carpet cleaning I have ever experienced. Chris was very knowledgeable and professional and did a great job.
That's fantastic! I'm happy to hear that Paul.
I have used Zerorez for many, many years and always been pleased. I was quoted $109 over the phone for the areas I needed cleaned and gave specific measurements. The guy who came tried to talk me into other areas--stairs, etc. and I declined. When he finished and came upstairs he told me he had cleaned a bathroom for free that I didn't ask for. However, he said the cost was $149--$40 more than I had been quoted. I explained to him about the quote over the phone and he said it was not his fault that they quoted the wrong price. The carpets were clean so there was no problem with that. But this is the first experience I have had where I was charged more than was quoted. He told me to take it up with the office, but I have a wedding on Saturday and haven't had time to call.
Cheryl,
I'm very sorry for the experience you had. Our technician handled that completely wrong. We should have stuck with the quote we gave you in advance, even if there may have been a slight change in the scope of work. I will have a check in the mail for you today to refund you for the difference. Thank you for letting us know what happened.
my carpets are now crunchy, one of the selling points was this would not be the case
I'm sorry Jaleigh. I will speak with your technician today and find out what might have caused that to happen. I would also like to send someone out to re-clean those areas for you at a time convenient for you. I promise we will get it right this time around.
Quick and dependable service. Carpets looked great.
My carpets turned out beautiful and there was no soapy residue. The technician was very conscientious and polite!
All things that I love to hear! Thank you Sherrie.
Your technicians were great, friendly, and competent. They did a great job. The prices are a bit staggering. I wasn't able to afford all the rooms that I needed done. I also needed to have the pet treatment, but couldn't bring myself to pay for it. I was warned that the smell would come back up, and it did, so I have been fighting that.
Hey Janine,
I'm sorry we weren't able to get everything done that you would have liked, but I'm glad you were happy with the results and the service. I will double check your invoice to make sure everything was charged properly and follow up with you this afternoon to see what we can do about that odor.
good, clean job
Carpet is so clean, dried quickly, no crunchy residue
No residue! You can feel how clean they are with your bare feet. :)
Ahh isn't that the best?! Thanks Jana!
Professional, knowledge and thorough tech came to my house. He did a fantastic job! Fairly priced.
Thanks!!
Thank you Camille!
I liked that way my carpets feel. They feel clean not perfumed and sticky.
The service.
Jarom and Todd were very professional, respectful, and courteous. Also, my son has disabilities and one of his favorite things are vacuums. Needless to say, he was in heaven while the men were doing their work. I was very impressed that both men talked to and acknowledged him. Jarom also let my son help clean out the filter and feel the suction of the vacuum. I would have your company back into my home just for the one fact of how they treated and interacted with my son. He has told everyone he has seen about vacuuming the vents since Jarom and Todd were at our home.
Those two were great and should be acknowledged by your company for their outstanding customer service.
Emily Darby
This is probably the best review I have read so far this year. I am so happy to hear that Emilie. I will make sure I speak with Jarom and Todd personally to let them know what an impression they made. Thanks for your feedback!
Mainly price
I like the fact that its a green product, with no harsh chemicals. the technician was very knowledgeable and didn't excellent job.
I think your products are great. I was very pleased about how clean my carpeting was. The technician was very helpful . i would recomend your company to everyone. Thank you so very much for being my carpet cleaners.
Thank you Bonnie!
I was really turned off by the announcement when my appointment was confirmed that I would pay a 9 dollar water disposal fee. That should have been disclosed when I made the appointment not the day before when the appointment was confirmed. I am also really turned off by businesses that add fees like that. Increased costs should be added into the price of the product. When a store has to start paying a parking lot maintenance fee they don't add a parking lot fee to the end of each person's purchase. They work the cost into the products. I would rather pay more than have a fee added.
The people who did the work did a great job.
Jane,
You are absolutely right. It is standard for our representatives to tell you about the water treatment and disposal fee on the initial call and to add this to your total estimate so you are not surprised later. After listening to the recorded call I noticed that our rep forgot to do this, and I'm very sorry for the mistake.
We add this flat fee to every job to help cover the cost of transporting and processing our water. We have looked into working these costs into our overall prices like other companies do, but we found that it was less expensive for our customers to just add a flat 9 bucks to each job regardless of size. But perhaps there is a better way. I will use your feedback in our next morning meeting since you bring up some very good points. In addition, I will refund you the $9 since we did not communicate this with you up front. Thank you very much for your feedback, and I'm sorry again for the mistake.
He fully explained the service, price, what I could expect and he performed the work as I expected. Carpets look great.
the best way to clean carpets. Mine look great.
I liked the process and the service.
The carpet cleaning on our carpet 2 years ago is still in effect. The carpet cleaning on my rental home is pretty good, too (this is the second or third time we have used Zerorez at my rental). The problem is the last time you came - Friday, 5/24, it was requested that you come as early as possible. You left a message the Thurs eve before that you would be there between 3 and 6. My nephew who lives in my rental, had plans for the evening, your cleaner had not been there by 6:30 and did not arrive until 6:45 p.m. So I had to leave my home and baby sit the carpet while they went out. I was pretty bummed, to tell the truth. The carpet cleaner was very professional and very apologetic, but it was not his fault. He was to have done four carpets that day and this was the fifth that he was called on to do. Hence, the late hours. It not only inconvenienced my nephew and his wife, having to stay later at home than planned, it also inconvenienced me as I had to subvert my evening plans to wait at their home for the carpet to done. That is not good business. This one time would not prevent my recommendation for others to use Zerorez as it is very good product. But the service could certainly improve. Karen Breau Phone number removed
Hey Karen,
Thank you for letting us know about this. We were very short handed the day of your appointment and it led to some huge inconveniences for both yourself and your family. I'm very sorry about how the scheduling worked out. This is something we are continually working on, and when we receive feedback like yours, it helps us to work out the kinks and learn from our mistakes. We really appreciate your business and I hope that we can coordinate things better next time.
Rick was great!!! He was very professional and did a super job!! I will definitely use him again.
Excellent. Thank you Mary.
Service in the home was professional.
Carpet stays clean longer than when other cleaning methods are used.
I love to hear when our customers notice the long term benefits of our cleaning process! Thanks Joy!
Promt service and professional technicians
We routinely refer you to our friends and associates. We feel that on many occasions you have saved the carpet from replacement in our rental units.