- Phone: 703-382-1221
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based on 4128 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 very much for your feedback. We are very sorry that your expectations were not met in regards to the traffic areas in your carpet. We appreciate you speaking with us to provide additional insight into how we can improve. We will be discussing with our technicians ways we can help better meet expectations while in our customer's homes. As we mentioned, we do have a guarantee and would be happy to come back out and re-clean the areas you feel could use some additional attention. Please give us a call at 703-382-1221 and we can get you on our schedule.
Again, thank you for your feedback.
Zerorez Management
When I called for information (having heard about you on the radio) I told the person what I wanted to have cleaned and that I had pets. I was quoted $139. She was very nice and friendly. This quote was for my bedroom, small outer lobby, and an 8x10 area carpet. I specifically said I have two small pets. When the tech arrived he asked whether the area rug was synthetic or wool. I said I did not know - it was inexpensive. He checked and said it was wool --so the price would be an additional $4 per sf or another $250+. I said no. I then showed him my bedroom. My pups are paper trained but are still having accidents. He said he recommended urine smell removal at $75 per gallon. I said how many gallons would I need and he said 4-5. I said no - 1 gallon and we will try it. I added on steps (not in the original estimate) at $4 per step. My total was $228 and I still didn't get the area rug cleaned. ALL of these extras should be explained in the initial quote conversation. When someone says "pets" the $75 per gallon should be discussed. When someone says "area rug" the type of rug should be discussed and the extra charge for wool should be disclosed. I have used another company for the past year (since getting the pups) and my cost for 2-3 rooms, the area rug, and the steps varies from $180 - $250. The end result was actually better with my old company. Urine stains that usually come out are still in my carpet this time. I really felt like the "special" radio offer is a scam and once here the tech started adding on. (He was very nice and polite however). Unfortunately I cannot recommend your company after my experience.
Thank you very much for your feedback. We try to be as up front as possible with our pricing based on the scope of work requested. Unfortunately, we are unable to locate in the original booking where we were supposed to clean your small outer lobby and an 8 x 10 area rug. Our records indicate that we were supposed to do one bedroom and pet treatment. We do provide our base rate for pet treatments during our phone consultations, but as you can imagine, it is nearly impossible for our Customer Care Representatives to be able to give any kind of indication of the full cost without being able to see the stains. This is the reason why we mention that it will be assessed onsite with the technician and you can then decide whether or not you wish to move forward with the treatment. Not everyone requires pet services and that is the reason why it’s not part of our standard cleaning process. Our pet services are designed to address urine that has soaked the carpet padding and therefore requires a specialized process to be removed. This process is guaranteed by our company under our 30-day satisfaction guarantee.
We consider ourselves experts on being able to work on multiple textiles and our prices are driven not by the retail value of the item, but by the material. During the phone consultation, our Customer Care Representatives give an estimate as close as possible so long as the right material is discussed. Our technicians are trained to confirm the textile upon arrival at the job and if the material happens to be different than what is discussed over the phone, the price does change because these materials may be more delicate and require a premium pre-treatment and a specific cleaning process. We pride ourselves on delivering the best service possible and thus are able to identify the difference between a synthetic versus a natural fiber. Our standard cleaning process includes pre-treatment, agitation and rinse with our patented Empowered Water. The added value of our service is being able to know the difference of which treatments are required based on the assessment done in the home so that we are protecting the customer’s investment. It is a requirement for our Customer Care Representatives to ask if area rugs are made out of a synthetic or natural fiber and to mention the costs for both types to the customer. Since there was no area rug listed on the original booking, it appears area rug cleaning was not discussed as part of the scope of work, in which case cost was also not discussed.
While we can’t guarantee that all stains will be removed due to different variables (i.e. type of carpet, length of time the stain has been in the carpet, source of the stain, etc.) if we are not authorized by the customer to use the right cleaning process (such as the 4-5 gallons of pet treatment recommended by the technician) we cannot be expected to remove the stains of concern nor can we guarantee our service because we did not execute the recommended solution, which is why the urine stains are still within your carpet.
We did attempt to reach you to discuss your concerns further, but were unable to reach you. Please give us a call at 703-382-1221 so that we can work with you to resolve your concerns.
Regards,
Zerorez Management
Tech arrived 2 hours after designated service window.
We appreciate your feedback and are very sorry that our technician was late for your appointment. There was miscommunication between our customer service and routing/dispatch departments regarding your arrival time. We are taking a look at our procedures and implementing ways for our departments to work better together to avoid situations like these in the future.
Again, our sincerest apologies for the late arrival time.
Zerorez Management
Fast, efficient, friendly, on-time, accommodating, no hidden fees, final price matched quote.
Thank you!
Everything
Thanks!
The communication was pretty bad - I rated you high because the person that came to clean our carpets, Mike was awesome. There were a couple spots he didn't think would come out, and they did...completely. The reason I would have rated you lower is the communication between me and the rep was pretty bad. 1. The advertisement on the Kane show says you will clean a room for $39 (I don't think it mentioned the square footage, but that wasn't an issue as my area was less than 200 SF), but it certainly doesn't mention that you will not come out to only clean one room, so you have to "buy" an add-on. The add-on I chose was a $40.00 carpet protectant. The rep did not mention that it was for only one area - so I thought it was a protectant covering the area cleaned, but no - just a small portion of that. The other thing is that when I scheduled service, the rep told me after 3. That was my time slot - told her it was perfect because my kids were leaving at 3. I get a call at 9 something asking if they could come early (Mike's boss, I believe). I was like no, because I am getting ready to take my son to his appt. Then I get a call again at 11:40, asking if they can come at 12 or 12:30. This time I agreed, and it was when Mike came to the house that said the apt was actually at 1. I told him I never got a call confirming the actual apt time of 1...just knew it was after 3. He happened to luck out that day because my husband got home early from work, and was able to help me move the furniture. But with 4 kids, had he not come home early, I wouldn't have been able to do it, and it could have ended up being really frustrating and inconvenient for both your employee and myself.
We are very sorry for the experience you had with us and the miscommunication regarding your scheduled appointment time. We pride ourselves on meeting or exceeding our customer's expectations and we definitely did not deliver in this situation. We appreciate your feedback and please know that we are looking at how we can change our procedures to ensure that the miscommunication that took place does not happen again in the future. In addition, we are going through additional training with our technicians to make sure that they all understand what is included with each of our services so we make sure each customer is receiving exactly what they are supposed to receive with the selected service. We appreciate you giving us the opportunity to come back out and add the protectant for the entire room that you paid for. Again, we apologize for the experience you had with us.
Thank you,
Zerorez Management
My carpets are not much better than they were.
We are very sorry that everything did not turn out the way that you expected. We pride ourselves on meeting or exceeding our customer's expectations and it sounds like we did not deliver. We attempted to reach you earlier today to discuss your concerns further, but were unable to reach you. Our work is guaranteed so please give us a call at 703-382-1221 so that we can resolve this issue with you as quickly as possible. Thank you, Zerorez Management
The technicians showed up promptly and were extremely courteous and efficient in cleaning the areas discussed during our walk through.
Thank you for your review. We love to hear feedback from our clients. So glad everything worked out. Hope to work with you again in the future.
It's natural and non-toxic.
Thank you!
Marcus and Michael were great to work with. We went over everything, they went right to work, answered any questions I had and were very polite and professional. Great ambassadors for your business.
We are so glad that everything worked out for you. Thank you so much for your review.
I like that your employees are very friendly and professional. I also like the fact that you do not use chemicals in order to clean, however the carpet is cleaned very well.
We're so glad to hear that you were happy with our service. Thank you for your review.
Excellentl customer service with scheduling and service tech! Green service and product AND affordable.
So glad that everything worked out for you! Looking forward to work with you again sometime in the future.
Our service provider, Luis, was extremely professional and answered all of my questions. He did a thorough clean and showed me the results. Odors were immediately gone. Will definitely be using them again.
Thank you so much for your fantastic review. We look forward to working with you again.
The service team was professional and courteous at all time. The job was job was more difficult than expected but they completed it with no upsetness or added costs
Thank you for your review. We were glad to be of service!
Products didn't smell and took care of almost all the stains on our carpets! Service men were excellent, friendly, and efficient.
So glad everything worked out well for you. Thank you for your review.
I received a photo from your technician. The photo focused on one key area of the job. Unfortunately, he failed to photograph the edges where the carpet and the wall join. There are several black areas left all around where the walls and carpet meet. My nanny pointed these out but the technician ignored our nanny's feedback.
We are very sorry that everything did not turn out the way that you expected. We pride ourselves on meeting or exceeding our customer's expectations and it sounds like a miscommunication occurred here. Our work is guaranteed so please give us a call at 703-382-1221 so that we can resolve this issue with you as quickly as possible. Thank you, Zerorez Management
Nice crew, easy to talk to and feel comfortable around. They were quick and took into account my toddler who was laying down for a nap. I will be making another appointment to have the rest of my house cleaned. Thank you!!!!
Thank you so much for your review. We're glad everything worked out well. Looking forward to getting the call.
Great job not a ton of chemicals and carpet looks and feels great!
Thank you!
Great job of cleaning my carpet; even got out a couple of old stains that I was certain wouldn't come out. The guys who came were terrific!
Thank you! We really appreciate your review! Glad it all worked out.
The two technicians that came out to clean my carpets were extremely professional, informative and friendly. I like the products because they toxic chemicals used and left no residue or smell. Carpets came out so clean!!!
Thank you! Glad everything worked out well. Please call us again if you are ever in need!
No chemicals! Very helpful and accommodating!
Thank you!
The service providers arrived within the timeframe, the were very friendly and did everything needed to clean my carpet.
Thank you! Glad to be of service.
From the beginning, with the scheduling, through the end of the service, I can only say that I am extremely happy with the results of my Zerorez experience. Luis called ahead and arrived a little early (always a good thing). Luis and Tom were very courteous and explained the services clearly. My carpets are fresh and feel so clean. I'm happy that there is a Zerorez service in this area and will use them again and recommend them to all of my friends and associates.
We're so happy everything worked out great! Thank you for your review.
Technicians were very polite and professional. The carpets look great! As promised, the cat urine odor has not returned, though several non-cat stains have returned. I know he told me that his work is guaranteed he would come back for free if odor returned; I can't remember what your company does when stains return. Could you come back and retreat?
This is the second time that I have requested the services of Zerorez. I was extremely satisfied with the carpet cleaning that was done just weeks ago, and I purposely waited to post my remarks for that service, because I wanted to ensure that all of the high-traffic areas and stains did not 'somehow just reappear' after a week or two. I can assure you that NONE OF THOSE AREAS have provided a repeat-performance! I am amazed and still shocked at the outstanding results. It was this reaction that prompted me to contact Zerorez for my sofa. It was an extremely expensive piece years ago, and unfortunately, after a pest infestation, professional pest removal treatment with chemicals that left residue behind, as well as dried blood stains from the insects. Marcus and I were somewhat optimistic that the stains would clear; however, they were more of a challenge that expected. He promised that he would discuss the problem with other technicians and come back. I was grateful for his candor, his professionalism, and his honesty. Again, Zerorez can pride itself in choosing quality, high-caliber individuals to represent an awesome company.
What an awesome review! Thank you so much for the feedback. This really encourages all of us to keep doing what we're doing. So glad you were happy with the results. Thank you!
Where do I begin?? I was absolutely amazed with the professionalism of your staff, from the moment I made contact by phone to the office to schedule an appointment, to the outstanding results of the carpeting cleaning! Everything that was conveyed to me by phone was EXACTLY what I expected AND RECEIVED! Highly trained technicians, who arrived on schedule, polite, respectful of my home (wore shoe covers), confident in their product and delivery of their service. John and Marcus are a dynamic team, and I was honored to have had them provide superb service representing a company that backs up it word through delivery! I have highly recommended Zerorez to the condominium management, and I have not recommended any service to the management in the 9 years that I have been a resident (very few companies receive my "Good-Housekeeping-Stamp-of-Approval," as my standards are extremely high. Zerorez has met and exceeded my expectations, and I will use this service again in the future. Many thanks for an outstanding service and the sense to hire top-notch staff!
It he carpet was not sticky after it dries.
Thank you!
Luis our tech, was very knowledgable and passionate about Zerorez. He was easy to communicate with, super friendly, and was respectful of our home. He seemed like he liked his job, and that's refreshing for vendors when they are performing a service-it shows he has pride in what he does and it gives us confidence that he cares about quality.
Thank you for your amazing review! We take a lot of pride in the work that we do. We are so glad you were able to see that! Until next time.
It was easy and strait forward, no surprises and the carpets look wonderful. Tom was great to work with and did a great job.
Thank you! Hope to see you again!
I was hoping for a better outcome with my high traffic areas. Happy with the pet stain removal