Zerorez Carpet Care

Initial Business Response /* (1000, 5, 2014/10/31) */
8/14/(Customer Profile Notes) - *** e-mailed a quote for repair binding for $and the smaller rug and $for the runnerWe will await a response on how to proceed
8/15/(Customer Called In) - Customer set up a redo on carpetsShe
said that there was an area of her carpet that still wasn't very cleanShe said specifically that in the Master Bedroom, in the area around the bed, there is an area where the carpet is darker that she would like to have us redoThe rugs were scheduled to be delivered that dayRugs were delivered, but customer sent them back because "they were dirtier than before the cleaning"
8/23/(Notes from Redo Tech) - "Cust said there was transition line in mbrDidn't see it but cleaned again and she said looked much better? Cleaned a couple spots in other brDid triple dry strokes to speed up dry time and prevent wicking."
9/3/(Called Customer) - No Answer/no answering machine
9/3/(Customer Called In) - Miriam received a call from the customer, in which she states that "About a month ago, I had a carpet cleaned by you, and the guy talked me into taking the rugs back to the facility for cleaningTwo weeks later, I received them but they were not cleaned, actually, they were dirtier than when they left my houseNeedless to say, they were damagedSo he took them back, but I never heard anything again, so now I wonder where my rugs are." The call was transferred to ***
9/5/(Email to Customer from *** ***)
***,
I am attaching quite a few photos of your three area carpetsThese were taken prior to us cleaning the carpetsEssentially, this was the condition of the carpets when we received them
Please review them, and if you have any questions, please feel free to call me
I will photograph the carpets today after we have cleaned them, to show you the results of the cleaning
We will hopefully have a conversation about your concerns and address each one like we discussed the other day
I will be sending you a series of e-mails of each photo we took of your carpets
Regards,
*** ***
Area Rug Manager
9/18/(Called Customer) - No answer/No machine
9/18/(Called Customer) - No answer/No machine
9/24/(Called Customer) - Spoke w/ ***, who wants to speak to *** directly because she wants to be home when her rugs are delivered so that she can inspect them herselfThe last time we attempted to drop them off, she thought they were "filthy"
10/3/(Called Customer) - *** called to say that we are still wondering when she wants her rugs deliveredThe customer says that the "manager was supposed to call me because there was a misunderstanding about the rug." After *** says, "And he never got back to you...", the customer says, "He called sometimes when I wasn't available, but he never left a message or anythingHe was supposed to send me some pictures so I could see how the rugs look right now after he cleaned them so we don't keep doing this delivering then taking back then delivering then taking back." *** tells the customer that *** will give her a call, and we need to get them out of our shopCustomer says that she wants *** to send an email of how the rugs look now, and then he can call her so that they can discuss them
10/10/(Called Customer) - No answer/No machine
10/10/(Called Customer) - *** called the customer to ask if she received the email containing pictures that we sent out within the last weekConfirmed the email address with the customer, and told the customer that we would we would resend the email, and then *** would call herCustomer said to tell *** that he needs to leave a message, after which *** informed her that her message system is not picking upCustomer gives a secondary phone number for us to contact her atShe is assured that we would love to get her rugs out to her as soon as possible
10/10/(Called Customer) - No answer/No machine
We feel we have been very diligent in attempting to contact the client, and have done everything within reason to assist her with her concernsThe above information does not even include all of the call attempts from our manager's personal cell phone to the customerBefore and after photos are attached to this documentThere is an obvious night and day difference between the rugs prior to cleaning and the rugs after cleaningWe performed the rug repairs for her at no charge because she declined having them done, but we needed to repair the rug in order to get the rugs into a condition that is safe for them to be cleanedMs*** wasn't happy with the result, so we took them back and cleaned them againMs*** wasn't happy still, so we waived collecting any payment on the cleaning of any of the rugs in effort to close the matter and move onWhen we delivered the rugs back to her there was no odorWe have done everything we can to assist her with her concerns but the rug is in a much better condition than it was prior to our service, which we completed for her at no charge
We were contacted today by Ms*** (10/31/14)She demanded that we pick up her rugs after 6pm today to work on the odorWe have agreed to pick up a rug tomorrow at 1pm, & we will clean it again for herTo date, we have invested 10+ man hours into the cleaning of Ms***'s rugs, which are in MUCH better condition than they were upon arrival to our facility and have still collected no payment whatsoever from the customer
Initial Consumer Rebuttal /* (3000, 7, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zerorez sent their representative who agreed that the rugs had a smell and they picked up one of them not all, and said that they will work on the odorWhen that is done in an acceptable manner, they will take the rest of the rugs and take the odor out as well
They clim in their response that the rugs had no smell when thay delivered themWhy would I claim they have a smell?
I contacted a different cleaning company and they tried to get the odor out with out successThey assessment was that they never seen anything like that
Need to get my rugs clean and with no odor so I can keep them in the house before this claim can be closed
Their response continues to avoid addressing the real issue, that I can not use my rugs in the house due to the smell
Final Business Response /* (4000, 9, 2014/11/05) */
Hand tufted rugs are held together with large amounts of latex and glue and then a cotton backing is sewed onto the back to cover up the mess of latex and glueUpon our 3rd assessment of the rug, we determined that the "odor" mentioned in this claim was coming from the backing of the rug...Just like it was when we inspected the rug before our initial clean and our secondary cleanPhotos from our pre-inspection of both cleanings are attached to this documentIn these photos you can see that we found "latex odor/delamination" to be an issue before we even touched the rugsBoth the odor and delamination of the backing are preexisting conditionsAlso, in the photos that were submitted to the Revdex.com previously, it was very evident that there were extensive problems with the backing of the rugs falling apartWe were told by the customer that there was a new odor that smelled like cooking oilThere was no new odorThe rug smells like an aging hand tufted rugThis is a well documented condition and there are plenty of reputable websites that go into more detail about the inherent smell of hand tufted rugsThese websites are easily found with a google search
We even went as far as sending the rug off to a rug repair facility for a third party assessment of the rugThey said: "After inspecting the rug brought to us by Zerorez, it is our determination that the odor coming from the rug is the latex and not from any cleaning product."
The rugs are by our estimation, approximately 7-years oldHand tufted rugs are designed to last up to yearsThese particular rugs are in considerably better condition than they were prior to arriving at our facility, and it is completely for a rug backing that is made of latex to smell like latex

We used zero rez to clean up after our kids and dog Zerorez was great The guy they sent out was was friendly and professional Our dog is older; but they cleaned up after her Cost was reasonable Not the cheapest in town But by far the best product