Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being a contractor I know how important reviews are, so I make it a point to leave them. This is my second negative review on a company. Normally if Im unhappy with something I give the company a chance to correct it. Unfortunately since the owner refused to talk to me or call me back that cannot be done. When I scheduled an appointment I was given a quote that I as okay with. The technician showed up (refused to give name) with an attitude and started right in on upselling. Telling me that wasnt included etc. The only extra price I was given was for the closet I told him okay do it. Then he started going in on other things in an argumentative way. I told him if the price is going to be significantly higher than the quote we will go with someone else. The tech said he needed to make a phone call he comes back and says he is going to cancel. I asked why and he said something about the price. I asked what it would end up costing also stating that if he left I would leave a review. He about-faces and starts to walk off. I asked are you not going to do the job and he yells not if your going to leave a bad review. I then asked for his name, after asking if he is refusing to give me his name is states ** the only Hispanic that works at the company. I then asked for his bosses name without answering he gets in the car and left. I called the only number I had which is an answering service in ********. The nice lady told me the owner will not be calling me. So now Im trying to find another company All I wanted was the job to be done as they said. This has to be the worst ex Ive ever had with a business. I do want to point out this review is about customer service/ experience not the quality of there work. I do hope they do better.

  Business Response

  Date: 04/03/2024

  The service technician assigned to this job has 10 years experience and after more than ****** jobs personally completed, has only a few bad reviews from unhappy customers.  Most people that have had his service in the past request for him by name because of his respectful demeanor and quality work.  Although I wasn't there, the interaction described by the customer does not fit the character of this technician.  He is respectful and fair to everyone.  After the technician arrived and after the initial walk through in which the customer showed the technician what was being cleaned, I believe the customer's main issue started when he was told that there would be an extra charge to deodorize the carpet and furniture because it was full of urine and had odors.  The customer never mentioned his ********************** and furniture had lots of urine when originally scheduling the job, and therefore the deodorizer cost was not originally included in the quote.  It was at this point the customer became very angry and confrontational with the technician,raising his voice at him arguing these costs where not mentioned when he scheduled.  The customer told the technician that if it was going to cost one more ***** than originally quoted he could cancel the job.  It was sometime after this point that technician stepped out to call me, the owner,and explain the circumstance.  I advised the technician to cancel the job and leave if the customer was being difficult with him.  Atter this phone call, the technician went back and explained that we were cancelling his job and he left.  There was no service provided.  No money exchanged.  If a customer shows signs they don't want us there by being rude, raising their voice, and being confrontational we will elect not to service them.  We want our service to be a win-win for everyone.  We are not interested in being verbally abused or manipulated by a customer.  I wish the customer well and hope he can find a different carpet cleaner that can live up to his expectations.

  Customer Answer

  Date: 04/17/2024

  This is the spot the technician was trying to say was urine. The company that ended up cleaning the carpets even confirmed it was probably hot chocolate or some protein. They said it came up extremely easy. When the technician was here I had two employees from another company working in the house. They said they would be more than happy to confirm what I said was correct and that the response from oxy was not the truth. This complaint was the last thing I would ever want to do being a business owner I know how important reviews are. This could have all been avoided with a simple phone call the  owner refused to make. I made two attempts to call him after the second attempt when the lady on the phone told me he will not be calling me. I knew I had no other options. Since the time all of this has happened *** talked to several people with a few saying oxy and the owner are the absolute worst and to never use them. The professionalism the owner has exhibited is atrocious. It just shows customer satisfaction is not a priority. I recommend everyone stay away.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Oxi Fresh Carpet Cleaning to clean 2 carpets on 9/8. There were no stains or odors, only high traffic areas needing revitalizing. Contacted the company on 9/9 as there was a strong odor like wet dog that started after the solution they applied. They came back and applied their sanitizer/deodorizer that morning. That did not work so they came back that evening and applied a triple strength sanitizer. I text the owner on 9/10 that odor was not gone and received no reply so called him on 9/12 inquiring what the plan was. He brought a different company, Restore It, that applied an acid wash and deodorizer. I was still unhappy with odor so filled out an unsatisfactory survey on 9/15, left a voicemail on 9/19, sent an email on 9/21 and called Customer Service on 9/26. None of these attempts resulted in a return contact from the company. Owner did insinuate at his visit on 9/12 that the odor was from pet dander but odor was not present before his solution, all carpets untreated by his company are fine, home has only ever had a 15 pound hypoallergenic breed dog and a quality central vacuum used frequently as we keep a very clean, neat home. Even if this was a natural odor, instead of an odor from the company solution, all of the sanitizing and acid wash should have been able to neutralize it. I would expect a caring company to work with an unsatisfied customer until a mutual agreement of satisfaction is met. Living with this unpleasant odor, that we cannot get rid of and was not present before Oxi Fresh Carpet Cleaning applied their solution, is simply not acceptable.

  Business Response

  Date: 10/11/2022

  We did service this customer on 09/08 and based on my technicians comments there were not any strong odors when he arrived.  My technician said the job went well and customer was happy when he initially left.  At some point later the same day or next customer called and complained of odor issues.  The next day I sent my technician back and he recleaned the two rooms with a deodorizer.  Customer called again that same day and said odor still not addressed, so I sent my technician out a 3rd time after hours Friday evening to try to resolve the issue.  Several days later I received a call from the customer complaining of the odor issues, so I scheduled a time early the following week (Monday or Tuesday) to go back out and look at the carpet myself.  After customer was very hateful and complained about the quality of our work, I also invited and hired an independent steam carpet cleaning company to join me as I assessed the issue.  When I arrived the carpet did have a mild to moderate pet odor that smelled like dog dander/ wet dog.  Although we cleaned wall to wall after furniture had been removed from both rooms, I discovered the odor was not present where the furniture was, but only where the dog had access to.  I learned the carpet was 9 years old and had never been cleaned.  Also the carpet was extremely thick with very tall pile.  I figured that over the course of up to nine years, the customers pet was shedding dog dander into the carpet and because the pile of the carpet was so thick the dander was working its way deep into the pile/backing of the carpet and not getting removed all the way through vacuuming process.  Unfortunately when pet dander gets wet, the bacteria and yeasts that make up part of the pet dander cause an odor that smells just like a wet dog...very similar to when a dog goes outside and gets wet and comes back smelling.  At this point I had not cashed the customers check and indicated I would not.  And although it was a preexisting issue related to their dog's pet dander in the carpet, I also hired the third party carpet cleaning to clean the carpet to see if any improvements could be made and try to make the customer happy.  After this cleaning the customer was still not happy and although did not call me directly made several complaints to our home office.  I did not further engage because the customer on every occasion showed nothing but rudeness and hatred towards me, and I felt I already went above and beyond to try and resolve the issue.  The customer from the first encounter I had with her wanted me to replace her carpet.  According to my technician, the customer's husband told him on our first visit that they were considering replacing the carpet but thought they would have it cleaned just to see how it turned out.  I tried to fix her concerns to the best of my ability but I am not prepared to replaced her old carpet for pet odor related to her pet.  100% of any other carpet cleaning would have had the same outcomes because pet dander odor is very hard to remove, but when the carpet pile is so thick and tall, it makes it even harder.  I not only didn't receive any compensation for our 4 visits to her home, I also paid for the other carpet cleaner to also clean her carpet. 
  

  
  

  ***** ****

  Franchisee

  Oxi Fresh of Mid-Missouri

  (573) 230-2635

  [email protected]

  www.oxifresh.com

  Customer Answer

  Date: 10/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Bottom line is two carpets in my home were in worse shape after being cleaned by this company than before they touched them.  Knowing this, they still turned their back.  I regret having put my trust in them.  If Oxi Fresh Carpet Cleaning did not have the technology to properly clean my top of the line, extremely thick with very tall pile carpet, then they should not have accepted the job.
  
  
  
  Sincerely,
  
  
  
  ******** ******