ComplaintsforOxifresh of Puget Sound

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to file a complaint and get a refund from Oxi Fresh Carpet Cleaners for fraud. On November 3, 2021 I used their chat/online system and provided information for what I needed cleaning in my house for carpet cleaning. I very specifically said I needed everywhere in my house that has carpet to be cleaned and wanted a quote for that. The representative gave me a quote for $284 for the whole house including all carpeted areas. This amount also included all fees based on their statement. The business committed to provide carpet cleaning for the entire house (all carpeted areas). On November 09, 2021 when they arrived to the home for the services the employee said that I got misquoted and that the actual amount is $357. I am not happy about that last minute change since I got quoted for one amount and got charged way more for another. At the end I got charged $357 for the whole house. The employee who did the work (Michael) talked to his manager and mentioned to sign to get the services done and dispute the extra charge for final resolution afterwards for refund. This is completely unethical and very bad business! A representative from the company called me today (11/10/2021) and reduced the price from $357 to $300. Although this is a reduction in price this is not for what I got quoted for and I would like a refund for the amount I got quoted for ($284). Oxi Fresh Carpet company does not want to reduce more than $300. Work Order #*****

  ***All attachments redacted by BBB***

  

  Business response

  12/03/2021

  To Whom It May Concern:

  
  Thank you for bringing this to our attention. I have attached the full transcript of the customer's chat with our representative. The customer did not state in the chat that there were hallways and staircases included in their carpeted areas, and only asked for a quote for 7 rooms total. He used our Google PPC advertising code of Clean19 to reach out to us, which is for 5 areas for $179, which discounted 5 of the 7 rooms. When the technician arrived at the customer's home, they asked to have 7 rooms, 1 staircase, and 1 hallway cleaned, which was different that the quote he had requested. 
  For 7 rooms total cleaned, using the coupon code of Clean19, I have attached our online scheduler's quote for 7 rooms, which is indeed $284 (quote 1.jpg), as well as the quote for 7 rooms, 1 hallway and 1 staircase, which is $357 (quote 2.jpg).

  
  During our follow up call the day after the service, the information presented to our representative was not truthful, as the customer had stated he had told the representative who booked the appointment about the staircase and hallway, which as reflected by the chat transcript, is not the case. The refund of $57 was issued as an apology for the customer's mistake on scheduling, not because the quote was inaccurate, as it was accurate for the information we were given by the customer.
  We do not feel this is a valid complaint, as we are only able to give quotes as accurate as the information given to us.
  
  Thank you for your time,
  Oxi Fresh of Puget Sound

   

  Customer response

  12/15/2021

  As mentioned in the original case, per the chat (and evidence provided) it was clearly stated that the services was for the “All carpeted areas in the house”. That includes everything carpeted in the house (main areas, closets, stairs). I find incredibly condescending the response from the business showing one more time their ethic and horrible customer service. It was not my mistake , it was the company (their) mistake. The chat clearly says by the company “it includes a whole house and all fees”. As mentioned in the case we want a full refund up to the amount quoted. I have yet not received this refund.

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