Investigation: Oxi Fresh

Poor Service, Misrepresentation, Poor Quality Phoenix Arizona

9th of Nov, 2010 by User337438

I contracted with these folks to provide their carpet cleaning service after receiving a flyer in the mail. We let them know that we had a tight schedule on the service day and they assured us the tech would be prompt. They also represented that they were members in good standing of the BBB.

Tech arrived 45 minutes late with no effort to contact us. Although they told their boss/owner, Natalie Jo Ehrlich that they had contacted us. Tech started cleaning and promptly blew the breaker on their new machine. They originally thought it was our circuit breakers, but I checked and confirmed it was not. Even plugged a light in to the outlet they used to show them it had to be their machine. I then had to explain that many machines have a reset switch/breaker of their own. Despite this, I found the other tech outside at my breaker box randomly flipping breakers on and off.

After finding the reset they continued cleaning the carpet while my wife and I finished prepping the upstairs. We asked them repeatedly if they were moving the furniture (couch, chair, table...not the heavy stuff) to clean under it. They assured us they were.

Later I went downstairs and moved a chair and found that they had been lying when there was dust and a pencil under a chair they claimed to have moved. If I wanted spot cleaning, I would have done it myself.

We called Ms. Ehrlich at this point and after listening to repeated excuses from her, were finally offerred a 50% discount. Long story short, the discount came out to about 25% of the quoted price after hidden fees were tacked on...fees which they advertise they do not charge.

After the techs left, my wife discovered marks and gouges on the walls made by their machine. Ms. Ehrlich sent them back to clean the marks but they denied making the fresh gouges. They also left their cleaning powder all over my entry way.

When I complained again to Ms. Ehrlich, she became agitated and told me that I shouldn't have gotten a discount and she didn't believe me. I then went on to file a complaint with the BBB. At that time, I discovered that they had lied about being members and were not. They also currently have an unsatisfactory record.

I have since discovered that all the stains that were gone immediately after they left have now returned. Ms. Ehrlich refuses to respond to me, nor will she respond to the BBB complaint. She also states that she has the backing of her corporate owner in Denver, owned by a Mr. Jonathan Barnett also affiliated with Crossover Ministries...some Christian attitude, lying and stealing from customers.

Repeated calls to the corporate office, as recently as today, confirm that they still misrepresent themselves as members with a satisfactory rating in the BBB. I was told today, "I've known Ms. Ehrlich for years, she wouldn't lie." That in the face of documentation that she has done just that.

If it were me, I would avoid doing business with this company at any location until their corporate office holds franchisees accountable for poor service and misrepresentations, instead of practicing cronyism by backing what appears to be old friends despite proof to the contrary.

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