Zerorez Carpet and Surfaces Cleaning Boise

"Thank you for your review!"

"Hi [Member Name Removed]- thank you again for your reviews. As you stated, we have tried to address your concerns and make this right. I do apologize that our technician was physically unable to move your couch, and requested help with the moving of your large sectional. We should have been more prepared, and for that I apologize. As I stated in an earlier review, I'm sorry the vacuuming is as much of a concern for you. It is an important step in the cleaning process, and should not be ignored. Just so you are aware, we ask our customers to vacuum in order that they may save a little money, though we are more than happy to vacuum at their request. Because many of our customers call us because they have severe allergies or sensitivities, we do not bring a vacuum from house to house, as we don't want to cross-contaminate. If you are severely allergic to cats, the last thing you want is for someone to bring a vacuum into your house that just previously had been in a house with cats. As to the quality of vacuum- the biggest difference between a commercial vacuum and a regular vacuum will be the durability and the ability for the motor to run for long periods of time. The amount of dirt that will actually be removed will be very similar, assuming your vacuum is maintained and used regularly. In fact, for residential carpet, a regular vacuum may work better, as the commercial vacuums are made for commercial carpet, which is lower pile and denser, typically, than residential carpet. As part of our cleaning process we do use a tool which will remove more dirt and hair from carpet than a vacuum will. This tool is designed to actually scrub the fibers, unlike a vacuum, which only vibrates the carpet fibers. This tool is part of our standard pre-treatment, and while it might not look like a vacuum, has been proven to remove dirt and soil even after thorough vacuuming with a good vacuum. This is another reason we are not as concerned with pre-vaccuming as other cleaners. Our system is also very efficient, and our equipment is top of the line. We work to maintain that equipment, and because of our unique cleaning system, we are able to eliminate several steps that other cleaners (who do it right) must do in order to properly clean the carpet. We did send a newer technician, and we have used this experience to help him learn. Unfortunately, we all have to start somewhere, but it is through serving our customers, and through their input that we are able to get better, and to improve our services. Your reviews have been one of those, in which we have learned a great deal in how to improve. So thank you. Again, I'm sorry you had a negative experience with our service, and hope you will give us another chance in the future. Thank you, and have a great day."

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your feedback. I'm sorry to hear that you were disappointed with your service. Feedback like yours helps us to grow, and we have tried to reach you to find out a) why you were disappointed, specifically, and b) see how we can fix it in the future. Please call us back at 383-1000, so that we might be able to resolve your concerns! Thank you very much!"

"Thank you for your business and your review!"

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review!"

"Hi [Member Name Removed]- I'm sorry to hear that you were disappointed with your cleaning results. We show that your cleaning was on January 15th. Our records also indicate that you elected to not have the stains removed (as it would have been an additional cost), though it is not clear which stains, if you had multiple, those were. While we try our best to get the carpet as clean as possible, there are times that the soiling is occurring in the backing and possibly in the pad of the carpet. As the carpet dries, the soil is lifted (the correct term is wicked) to the top of the carpet fibers. Our process is designed to not wet the back of the carpet, and it is very difficult to clean the backing of the carpet with out pulling the carpet out of the house. It is for this reason that we have our 30 day gotta love it guarantee- if spots do come back within 30 days, we are more than happy to come back out an reclean the areas at no charge. If it is determined that a stain removal is necessary, then we will only charge to remove the stain. We are happy to honor that still, even though we are closer to 90 days. Please give us a call and we will get out there in the next week to get this taken care of. I have already left a message for you on your phone. Thank you, I hope to hear from you soon!"

"Thank you for your review!"

"Thank you for your review!"

"I'm sorry to hear that you were so disappointed in our services. We do strive to live up to our customers' expectations, and strive to do our best when we clean. However, we do sometimes make mistakes, or are not able to satisfy our customers. When that happens, it is our policy to reclean the areas or textile at no charge, within our 30 day window. We did try to set up a re-service, but it was cancelled. We have also attempted to reset that appointment, but have not been able to. I'm sorry that you feel our services were not good, and would like the opportunity to try to fix the problem, but, as it has been over five months since we cleaned for you, we would like to complete the work before the end of March. Please let us know if this is something we can arrange."

"Hi [Member Name Removed]- I am sorry to hear that you were not satisfied with the work that was done on your shower. We do offer a 30 day guarantee on our work, and are more than happy to return to re-clean your shower. Unfortunately, showers can be tricky to clean due to hard water, soap, hair, and the type of material the shower is made of. Water can cause permanent damage to the surfaces in your shower, which no amount of cleaning will take out: the surface must either be ground down or replaced. We do our best, but if it is beyond our ability to clean, due to damage, further action will be required. We do not do this kind of work, but there are companies in town that do. We will contact you by phone to try to set a return date to try and reclean your shower. We have found that our pricing is competitive especially on hard surfaces, for what we do. If you need restorative work done, we will make that recommendation to you. Thank you for expressing your concerns to us."

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review!"

"Thank you for your review! I am sorry to hear that you did not find our product as good as you were hoping- its never fun to have bad smells in the house. I think an explanation of odor is necessary- odors are caused by a myriad of things: chemical smells or VOC's; organic smells such as decomposition, which are usually bacterial; fungal smells, again bacteria based; oils suspended in the air, such as cooking smells; the list goes on. When we are talking about carpet smells, we are usually talking about either a chemical smell, because some kind of cleaner was used, such as deodorizers or commercially available cleaners; or some form of biological soiling. This biological soiling can be anything from dead skin cells to serious biological contamination such as urine or feces. Regular maintenance such as vacuuming and regular cleaning can help with these odors, but depending on the soiling, cleaning can actually accentuate some of these odors. We are unique to the cleaning world in that we don't use toxic chemicals to clean- soaps and detergents that sometimes smell nice, but leave a residue behind. Because we don't use toxic, smelly chemicals, we occasionally hear from our customers that they don't feel the carpet is clean because there is a lack of chemical smell- in today's day and age, we often associate the smell of bleach with the smell of clean. This is simply not true, in fact, no odor is actually cleaner than something with an odor. This is one of the missions of Zerorez- to remove toxic chemicals from our homes and businesses. Our basic cleaning service will eliminate most odors from the carpet- however if there is excessive soiling or biologic matter, odor removal will cost extra, due to extra work being needed to remove the odor. One issue we do see is once the carpet is cleaned, odors from other items, such as the furniture or air ducts is now more apparent. We find, sometimes, that as we remove odors from the home, more seem to come to light. The odors change, and that can play with our senses. Another cause of odor may be the type of carpet you have- if it is made of wool, or has wool in it, the carpet and therefore the room may smell like a wet dog when it is wet. This is due to the release of sulfur into the air from the wool fibers. This is unavoidable, and the smell will dissipate over time. Please remember that we do have a 30 day guarantee on our work- if you are not satisfied with the work we did and followed our recommendations for your carpet, we will return and clean it again. If there are malodors present in your carpet and we weren't able to remove them, further treatment may be needed at additional cost, but we are happy to return and reclean it for you at no charge. Thank you again for your review!"