Oxi Fresh Of Phoenix Poor Service, Misrepresentation, Poor Quality Phoenix Arizona

Amazing that a "customer" can publish garbage and business owners not even notified. This has been on the web for almost a year and yet, the other side was never told. While I agree that everyone should have a right to state their satisfaction or dissatisfaction with a company, facts should be checked before false claims are published.

The BBB checked the facts on this story and found Oxi Fresh had responded and make a reasonable attempt to satisfy the customer but the customer was not willing to accept the offer (although the customer was given and accepted $297 worth of free services). In simple terms, the only thing that would satisfy the customer was to receive a total of $489 worth of free services. The customer continued to add additional services to the work order once the techs arrived and although signed a satisfactory work order and paid a reduced rate of $192, they wanted everything free or else....

While we can't make 100% of our customers happy; we have a very high customer satisfaction rate. In 15 months of servicing the Phoenix area, we have only had one customer Mr. Noll file a complaint against us with the BBB. Even with his great effort to destroy our business, we have a large number of repeat customer, referrals and new businesses. Still, however unfounded, we regret he feels the way he does.

Below is the complete correspondance and e-mails between Oxi Fresh and Mr.
Chuck.

---------------
January 9, 2007

Mr. Chuck
(((personal informatin redacted by ROR)))

RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding.

You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


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Correspondance #7 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, February 07, 2007 3:34 PM

Mr. Chuck,

Your continued claim that I intentionally misrepresented Oxi Fresh of Phoenix to you in stating we were a member of the Better Business Bureau of Central/Northern Arizona is incorrect.

We received a letter from Koriann Morales, Director of Membership Development in December, 2006 stating our application was approved in the December, 2006 Board of Director's meeting contingent due to verification of our business starting date. A letter from our Corporate office was supplied to them for the January, 2007 Board of Directors' meeting. Due to the information we received Nancy Sahr (our contact person at the BBB); we went ahead an had the BBB placed on our advertisement that went out in January, 2007. However, the length of time Oxi Fresh Incorporated has been in business was not considered and the Board deferred final approval of our membership until our franchise in the Phoenix area has been in place one full year. I only learned of this decision when I phoned last week to find out when we could expect to be placed on the BBB web page. Therefore, the BBB membership logo has been removed from our current and future advertisement (fortunately, it was only listed on our January mailing).

Therefore, you are correct, we are currently not a member of the BBB. However, this was a honest error and it was certainly not our intent to misrepresent our company to you or anyone else. In addition, I just spoke with the BBB and you are in fact the ONLY customer that has logged a complaint against us. Your complaint was filed on 1-17-07 and as you know I have responded to your claim.

The following are my responses to your most recent statements:

1. We have "NO HIDDEN FEES"; your wife received a quote was for carpet cleaning only. She asked and was told the additional charge to use protectant and stated she wanted to wait to make a decision "if and how many" rooms she wanted treated until when arrived.

2. During the final walk-through (on our 2nd trip) your wife requested 3 additional areas be treated with Odor Destroyer (apparently not "anxious to just get us out her house") and you received this additional service free of charge.

3. The customer testimony section on our web site lists 10 (not 5) customers and their statement can be documented and quantified if necessary. Furthermore, we currently have over 30 additional testimonies we could add if we so desired. Therefore, you statistical analysis in compiling our customer satisfaction rate is lacking accurate information. Please be assured we are not threatened by your claim to be "incredibly vocal". Again, although we are not able to please everyone; we do a great job of pleasing the vast majority of our customers and expect our business to continue to grow.

4. Some carpet cleaning methods and/or chemicals do "set" stains. This is common knowledge in the carpet cleaning industry. Although we are usually highly successful in removing "stubborn stains" left behind by all other companies, we never promise to remove "all the stubborn stains left behind". Since you stated you have used many different carpet cleaning companies and your latest e-mail states "all stains and dirt has returned", your carpet must have some preset stains that we were unable to remove.

5. On our advertisement it clearly states "small furniture moving only". Most customers do not feel it's necessary to clean under large furniture (i.e. bedroom suites, entertainment centers, couches, etc.); however, if they move the furniture, we are happy to clean under those areas. Your implication that we only "spot clean" is incorrect.

6. I honestly do not believe our machine caused "dents/gorges" in your walls; any photographs you might have does not prove the damage was done by our company. It is my understanding that the "spilt powder" was cleaned up. Although I regret if it was necessary for you to clean up any left "spilt powder"; certainly this is not worth further discussion.

7. Being a member of the BBB is optional for every franchise. Our Call Center Staff would not know if a certain franchise is a member of the BBB unless they were informed. As indicated earlier, I was under the impression that our membership was approved in December; however, the Call Center Staff would not normally have that information. I have checked with the current operators on staff and they stated they haven't told anyone that the Phoenix franchise was a member of the BBB and would make sure the other Call Center Staff members are informed - in the event they are asked again.

I have forwarded this e-mail and our complete correspondence to Tammy Wade at the Better Business Bureau of Central/Northern Arizona; and now, consider this matter closed. Again, I regret that we were not able to satisfy you.

Most Sincerely,

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Correspondance #6 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, February 07, 2007 9:21 AM

Ms. Ehrlich

I note that the BBB still does not show you as a member and that you now have an unsatisfactory rating from them. Additionally, based on a call made to your scheduling number, you are still representing yourself as a member of the BBB with a satisfactory record. This is not true. Representing yourself as a member in good standing would be criminally fraudulent activity.

Lastly, less than one month after your "cleaning" of my rugs, all stains, dirt etc has returned. I am making one final demand for return of the money that you charged me for services you did not provide. I will give you until close of business Friday February 9, 2007 for a response before proceeding as necessary.

Sincerely

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Correspondance #5 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 9:01 PM

Ms. Erhlich,

I spoke with the BBB of Phoenix today, they still deny that you are a member and have asked me to provide copies of any claim you make to be a member. I have done so.

As you probably know, the satisfaction disclaimer you quote is evidence of nothing. It is merely a tool typically used by companies to have a fall back position if a customer claims dissatisfaction. Feel free to provide it to whoever you desire. I am certain that you know we are not satisfied. That does not appear to be your concern, you seem only concerned with protecting your reputation, not in satisfying the customer. I suspected as much when all you could do is make excuses.

To the best of my knowledge, I did not receive $489 in services, I have nothing that states that. My quote was for much less than that, and based on your advertisement of "no hidden fees", I assumed it to be complete.

I count only 5 satisfied customers on your web site. As far as I know you satisfy less than 85% of your customers, not very good numbers. I also have no idea of any relationship you or your techs may have to these customers, or if the customers even exist. I certainly have no evidence that I am the only dissatisfied customer. Even if I am, I may be one, but I am incredibly vocal. You are probably aware of the old business adage that satisfied customers typically tell one person of their experience for every 10 that a dissatisfied customer does. I have found that to be true.

Your attempt to please me, as you say, would not have been in vain if your techs had shown any respect for my home. They did not and it was reflected in the lack of care taken while they were here.

It is a shame that your corporate office blindly supports you without doing any research of their own, but given your relationships through Mr. Barnett's other business, I guess that is to be expected. I have seen hundreds of businesses just like yours, come and go. Yours will be the same. You can't even be bothered to spell my name correctly.

We will deal with this in the future.

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Correspondance #4 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, January 17, 2007 6:44 PM

Mr. Chuck,

Please be advised that I am in fact a member of the BBB and as such, a copy of you letters have been forwarded to them with my written response. They are very aware of the situation.

In addition, I have provided them with a copy of the invoice your wife signed. The invoice clearly states:

"Your signature acknowledges the work described above has been completed to your satisfaction. Upon completion, full payment for services rendered are due made payable to Oxi Fresh of Phoenix." and you wife signed on the line directly underneath the statement.

Although I could continue to disagree with many of your comments; I simply do not have the time to continue this debate with you. I have done my best to work with you; however, I can not clean carpets and provide costly additional products to you completely free of charge. As you know, you received $489 in services and yet only paid $192 (much less than the 50% discount we agreed on). It is unfortunate that I offered you such a large discount as it was clearly not warranted and my attempt to please you appears to be in vain.

Again, I'm sorry that you are one unsatisfied customer; however, as you can see from the many testimonies we have received; you are the only one. The Oxi Fresh Corporate Office supports my actions and no further compensation will be given.

Sincerely,

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Correspondance #3 to Oxi Fresh from Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 10:32 AM

Dear Ms. Ehrlich

I waited a week to respond to you in part due to your assertion that you were a member of the BBB and their web site was being updated to reflect that. Be advised that their web site still does not list you as a member. I also called and spoke with the local BBB who advised me that you are not a member and asked that I forward any advertisements or other claims you make to be a member to their Advertising Department for investigation of possible fraud.

You assert that my wife yelled at you on the phone. I was standing right next to her and she barely raised her voice, she certainly did not yell. I agree with her that your tech's personal problems should not be brought in to the conversation. It seemed as if it was an effort to make us feel bad for being unhappy with the effort she was putting forth. Her personal problems should in no way impact the service given to the customer, and any attempt to use them to explain poor service is nothing more than making excuses. I can only assume that you would not have sent the tech to my home if she were unable to perform at her full capacity. Doing otherwise shows a lack of concern for the customer. Since you already knew the reason for her poor performance, clearly you did not expect her to be 100% that day. Why not send another tech who was able to perform properly?

I never told you not to stop the techs. You asked me to listen to you before I made any decisions about continuing. I agreed to do so. By the time you finished, the techs were almost done their work. At that time, I agreed to accept a 50% discount under the assumption that all work was being completed competently and no damage was being done to my home.

As for the additional charges for protectant, we had asked for that at the time of making the appointment and saw no reason that it would not be included in the original quote. You should be aware that your web site and flyer that prompted us to contact you indicate that you are stain and odor removal experts, as well as the fact that there are no hidden charges. That would lead me to expect that upon completion of the job at the quoted price stains would be removed and odor would be gone. I would not expect there to be additional charges for that service based on your advertising. According to your letter, clearly this is not the case. Further, if I understand your letter correctly, you blame previous cleaning as the reason that your cleaning method did not work properly. It seems as if fair disclosure would require you to note up front that your system may not work if previous cleaning methods were used. In fact your web site specifically states that your method lifts the stubborn stains all other companies have failed to remove. I am confused as to which is accurate your assertion that previous cleanings may have set the stains making them impossible for your method to remove or the information on the web site?

As for the pencil incident, the pencil was found under one of the chairs that they had claimed to move, not the couch. Additionally, we found other evidence that things were not moved and asked them about specific items prior to determining that they lied to us. For example, I pointed to the chair in the living room and asked if they had moved it, and was told that they had. I then showed them that it had not been moved at which point they became flustered as they knew they had been caught in their lie. By the way, most carpet cleaning companies do move couches, chairs, tableseverything except for entertainment centers and other unwieldy furniture. For the record, we did ask about moving furniture upon scheduling and were told that couches would be moved. Otherwise it is really just spot cleaning.

I find it hard to believe that your techs did not cause the dents/gouges in the walls, as they were not there when they started. You state that the machine does not reach high enough to make the dents my wife indicated. Be advised that only one of the dents/gouges were at a higher level, the others were closer to the baseboard, and in two locations, I found fresh damage to the baseboard. The higher gouge is easily explained based off its location as possibly being hit with the handle or some other part of the machine. Also, there are other black marks in different rooms I have subsequently discovered and cleaned myself. You state that you appreciate me bringing the spilt powder to your attention so that you could return and clean it up for me. That was not done; we had to clean that up ourselves. Be assured that I have photographic evidence of the damage inflicted.

Finally, I am requesting, at a minimum, a refund of the money paid in excess of 50% of the quoted price. I am basing this off the reasonable expectation that since you bill yourselves as stain and odor removal experts, and that you further advertise no hidden fees, and that we informed the call center of our desire for protectant at the time of scheduling, there should not have been any additional charges beyond what I was quoted. I will also expect restitution for actual costs in repairing the damage done to the walls. In the alternative, I am willing to accept a full refund of all charges paid to your company. I will expect a response no later than January 22, 2007.

Sincerely

Chuck

Cc: Better Business Bureau Advertising Department
David J. Hango, Esq.


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Correspondance #2 to Chuck from Oxi Fresh

----- Original Message ----
Sent: Tuesday, January 9, 2007 4:39:08 PM

Mr. Chuck,

Please find attached a letter in response to you recent e-mail dated January 8, 2007.

Thank you,



January 9, 2007

Mr. Chuck


RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding. You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


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Correspondance #1 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Monday, January 08, 2007 3:21 PM


Ms. Ehrlich

I am calling to follow up on the poor service we received on Saturday from your company. I have copied Mr. Barnett as he is listed as the contact person for www.oxifreshonline.com. The poor service we received reflects not just on you as a franchisee, but on Oxifresh as a corporation

First and foremost, I understand the fact that certain things are unavoidable, however it is a company's response that measures their quality.

The tech was over 45 minutes late without contacting us. We were scheduled at 8:00 AM. At approximately 8:25 my wife called to find out whether or not they were still coming, we received a call back advising that they were 5-10 minutes out. They finally showed up after 8:45, with no apology for being late. It is my understanding from speaking to you that you were told by the tech at around 8:30 that they had called us to advise they would be late. This was not true. It would appear that you were lied to.

They started work promptly while we finished preparing the upstairs for them. They advised that they would move the remaining furniture (couch, chairs, tables -nothing overly heavy, all easily moveable by my wife). After completing the first room, they told us that the machine stopped working and thought it might be the breaker. I went outside and confirmed that all breakers were in the on position while my wife plugged a lamp into the outlets they had tried and confirmed that it was working. I then suggested that there may be a reset switch on the machine at which time Dee got on the phone to try to find out. While doing that, my lights began turning off. I went outside and found the male tech randomly flipping my circuit breakers on and off. He was seemingly unaware that if they were in fact tripped, the outlets would not have worked with the lamp. He also was unaware of the potential harm to computers and other electronics. They finally found the reset switch and began to work again.

While they were working my wife questioned whether they were moving the furniture as it appeared to be in the exact same place. We asked both of them and both confirmed that it had been moved. Subsequently we determined, by moving the furniture ourselves, that they had both lied to us and had not moved the furniture. We then asked them again if they had moved the furniture and again they lied to us. At that point we showed them that we had discovered that they had not moved the furniture and they had been lying. Caught in their lie, they went back and finished the undone spots. It was at this point that my wife decided to call and report the problems.

During that conversation, I eventually got on the phone with you and, after some discussion, you offerred a 50% discount off the bill. I had to leave but passed that on to my wife. When the bill was presented it was for $192. Since our original quote was for $264. A discount of just over 27%.

Also during that conversation I mentioned the Better Business Bureau and you told me that you were a member. I checked their web site and determined that you are not, as evidenced by this page from the BBB web site:

OXI FRESH OF PHOENIX, INC.
Phoenix, AZ 85044-2123
Telephone: (480) 488-4694
www.oxifreshonline.com
BBB Membership: This company is not a member.

Upon completion, my wife found numerous black marks on the wall of the steps, apparently from the techs banging the machine against the wall, she also found several chips and gouges that had not been there previously. She contacted you and you had the tech return to clean the black marks. They denied making the chips and gouges. They then asked my wife if there was anything else. My wife, understandably after all this, told them no. She merely wanted them out of the house. According to your phone message, you were under the impression that Dee personally checked the house for any other problems. She did not, another lie.

Subsequently we found that the chemicals they were using had been spilled in our foyer and their was a great deal of granular white powder all over the place. We also found that, upon drying, the floors in many places did not come clean. I don't know if that was a result of the cleaning system used, or the incompetency of those using it; regardless many of the higher traffic areas were still as dirty as before the cleaning, and many of the stains did not even lighten, let alone come clean.

According to you, the man accompanying Dee was training for his own franchise in N. Phoenix and was not your employee. Given his attitude and his general demeanor, not to mention that, according to you, he was the one responsible for making your tech over 45 minutes late, I would suggest that you do everything in your power to make sure that he does not become a franchisee. As I mentioned on the phone, no customer makes a distinction between franchisees...my disappointment is with Oxifresh as a whole.

To sum it up, the entire experience was one of the worst consumer experiences I have ever had. From the lack of concern for my time, to the lack of concern for my home, to the lying, to the general incompetency of the people your company sent into my home, I am disatisfied with everything in my dealings with your company. I am not certain what external remedies I have in this matter, but I intend to find out if there is a licensing board that you report to. If there is not, there should be.

Sincerely

Chuck

Amazing that a "customer" can publish garbage and business owners not even notified. This has been on the web for almost a year and yet, the other side was never told. While I agree that everyone should have a right to state their satisfaction or dissatisfaction with a company, facts should be checked before false claims are published.

The BBB checked the facts on this story and found Oxi Fresh had responded and make a reasonable attempt to satisfy the customer but the customer was not willing to accept the offer (although the customer was given and accepted $297 worth of free services). In simple terms, the only thing that would satisfy the customer was to receive a total of $489 worth of free services. The customer continued to add additional services to the work order once the techs arrived and although signed a satisfactory work order and paid a reduced rate of $192, they wanted everything free or else....

While we can't make 100% of our customers happy; we have a very high customer satisfaction rate. In 15 months of servicing the Phoenix area, we have only had one customer Mr. Noll file a complaint against us with the BBB. Even with his great effort to destroy our business, we have a large number of repeat customer, referrals and new businesses. Still, however unfounded, we regret he feels the way he does.

Below is the complete correspondance and e-mails between Oxi Fresh and Mr.
Chuck.

---------------
January 9, 2007

Mr. Chuck
(((personal informatin redacted by ROR)))

RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding.

You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


-------------------
Correspondance #7 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, February 07, 2007 3:34 PM

Mr. Chuck,

Your continued claim that I intentionally misrepresented Oxi Fresh of Phoenix to you in stating we were a member of the Better Business Bureau of Central/Northern Arizona is incorrect.

We received a letter from Koriann Morales, Director of Membership Development in December, 2006 stating our application was approved in the December, 2006 Board of Director's meeting contingent due to verification of our business starting date. A letter from our Corporate office was supplied to them for the January, 2007 Board of Directors' meeting. Due to the information we received Nancy Sahr (our contact person at the BBB); we went ahead an had the BBB placed on our advertisement that went out in January, 2007. However, the length of time Oxi Fresh Incorporated has been in business was not considered and the Board deferred final approval of our membership until our franchise in the Phoenix area has been in place one full year. I only learned of this decision when I phoned last week to find out when we could expect to be placed on the BBB web page. Therefore, the BBB membership logo has been removed from our current and future advertisement (fortunately, it was only listed on our January mailing).

Therefore, you are correct, we are currently not a member of the BBB. However, this was a honest error and it was certainly not our intent to misrepresent our company to you or anyone else. In addition, I just spoke with the BBB and you are in fact the ONLY customer that has logged a complaint against us. Your complaint was filed on 1-17-07 and as you know I have responded to your claim.

The following are my responses to your most recent statements:

1. We have "NO HIDDEN FEES"; your wife received a quote was for carpet cleaning only. She asked and was told the additional charge to use protectant and stated she wanted to wait to make a decision "if and how many" rooms she wanted treated until when arrived.

2. During the final walk-through (on our 2nd trip) your wife requested 3 additional areas be treated with Odor Destroyer (apparently not "anxious to just get us out her house") and you received this additional service free of charge.

3. The customer testimony section on our web site lists 10 (not 5) customers and their statement can be documented and quantified if necessary. Furthermore, we currently have over 30 additional testimonies we could add if we so desired. Therefore, you statistical analysis in compiling our customer satisfaction rate is lacking accurate information. Please be assured we are not threatened by your claim to be "incredibly vocal". Again, although we are not able to please everyone; we do a great job of pleasing the vast majority of our customers and expect our business to continue to grow.

4. Some carpet cleaning methods and/or chemicals do "set" stains. This is common knowledge in the carpet cleaning industry. Although we are usually highly successful in removing "stubborn stains" left behind by all other companies, we never promise to remove "all the stubborn stains left behind". Since you stated you have used many different carpet cleaning companies and your latest e-mail states "all stains and dirt has returned", your carpet must have some preset stains that we were unable to remove.

5. On our advertisement it clearly states "small furniture moving only". Most customers do not feel it's necessary to clean under large furniture (i.e. bedroom suites, entertainment centers, couches, etc.); however, if they move the furniture, we are happy to clean under those areas. Your implication that we only "spot clean" is incorrect.

6. I honestly do not believe our machine caused "dents/gorges" in your walls; any photographs you might have does not prove the damage was done by our company. It is my understanding that the "spilt powder" was cleaned up. Although I regret if it was necessary for you to clean up any left "spilt powder"; certainly this is not worth further discussion.

7. Being a member of the BBB is optional for every franchise. Our Call Center Staff would not know if a certain franchise is a member of the BBB unless they were informed. As indicated earlier, I was under the impression that our membership was approved in December; however, the Call Center Staff would not normally have that information. I have checked with the current operators on staff and they stated they haven't told anyone that the Phoenix franchise was a member of the BBB and would make sure the other Call Center Staff members are informed - in the event they are asked again.

I have forwarded this e-mail and our complete correspondence to Tammy Wade at the Better Business Bureau of Central/Northern Arizona; and now, consider this matter closed. Again, I regret that we were not able to satisfy you.

Most Sincerely,

--------------
Correspondance #6 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, February 07, 2007 9:21 AM

Ms. Ehrlich

I note that the BBB still does not show you as a member and that you now have an unsatisfactory rating from them. Additionally, based on a call made to your scheduling number, you are still representing yourself as a member of the BBB with a satisfactory record. This is not true. Representing yourself as a member in good standing would be criminally fraudulent activity.

Lastly, less than one month after your "cleaning" of my rugs, all stains, dirt etc has returned. I am making one final demand for return of the money that you charged me for services you did not provide. I will give you until close of business Friday February 9, 2007 for a response before proceeding as necessary.

Sincerely

---------
Correspondance #5 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 9:01 PM

Ms. Erhlich,

I spoke with the BBB of Phoenix today, they still deny that you are a member and have asked me to provide copies of any claim you make to be a member. I have done so.

As you probably know, the satisfaction disclaimer you quote is evidence of nothing. It is merely a tool typically used by companies to have a fall back position if a customer claims dissatisfaction. Feel free to provide it to whoever you desire. I am certain that you know we are not satisfied. That does not appear to be your concern, you seem only concerned with protecting your reputation, not in satisfying the customer. I suspected as much when all you could do is make excuses.

To the best of my knowledge, I did not receive $489 in services, I have nothing that states that. My quote was for much less than that, and based on your advertisement of "no hidden fees", I assumed it to be complete.

I count only 5 satisfied customers on your web site. As far as I know you satisfy less than 85% of your customers, not very good numbers. I also have no idea of any relationship you or your techs may have to these customers, or if the customers even exist. I certainly have no evidence that I am the only dissatisfied customer. Even if I am, I may be one, but I am incredibly vocal. You are probably aware of the old business adage that satisfied customers typically tell one person of their experience for every 10 that a dissatisfied customer does. I have found that to be true.

Your attempt to please me, as you say, would not have been in vain if your techs had shown any respect for my home. They did not and it was reflected in the lack of care taken while they were here.

It is a shame that your corporate office blindly supports you without doing any research of their own, but given your relationships through Mr. Barnett's other business, I guess that is to be expected. I have seen hundreds of businesses just like yours, come and go. Yours will be the same. You can't even be bothered to spell my name correctly.

We will deal with this in the future.

--------
Correspondance #4 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, January 17, 2007 6:44 PM

Mr. Chuck,

Please be advised that I am in fact a member of the BBB and as such, a copy of you letters have been forwarded to them with my written response. They are very aware of the situation.

In addition, I have provided them with a copy of the invoice your wife signed. The invoice clearly states:

"Your signature acknowledges the work described above has been completed to your satisfaction. Upon completion, full payment for services rendered are due made payable to Oxi Fresh of Phoenix." and you wife signed on the line directly underneath the statement.

Although I could continue to disagree with many of your comments; I simply do not have the time to continue this debate with you. I have done my best to work with you; however, I can not clean carpets and provide costly additional products to you completely free of charge. As you know, you received $489 in services and yet only paid $192 (much less than the 50% discount we agreed on). It is unfortunate that I offered you such a large discount as it was clearly not warranted and my attempt to please you appears to be in vain.

Again, I'm sorry that you are one unsatisfied customer; however, as you can see from the many testimonies we have received; you are the only one. The Oxi Fresh Corporate Office supports my actions and no further compensation will be given.

Sincerely,

--------
Correspondance #3 to Oxi Fresh from Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 10:32 AM

Dear Ms. Ehrlich

I waited a week to respond to you in part due to your assertion that you were a member of the BBB and their web site was being updated to reflect that. Be advised that their web site still does not list you as a member. I also called and spoke with the local BBB who advised me that you are not a member and asked that I forward any advertisements or other claims you make to be a member to their Advertising Department for investigation of possible fraud.

You assert that my wife yelled at you on the phone. I was standing right next to her and she barely raised her voice, she certainly did not yell. I agree with her that your tech's personal problems should not be brought in to the conversation. It seemed as if it was an effort to make us feel bad for being unhappy with the effort she was putting forth. Her personal problems should in no way impact the service given to the customer, and any attempt to use them to explain poor service is nothing more than making excuses. I can only assume that you would not have sent the tech to my home if she were unable to perform at her full capacity. Doing otherwise shows a lack of concern for the customer. Since you already knew the reason for her poor performance, clearly you did not expect her to be 100% that day. Why not send another tech who was able to perform properly?

I never told you not to stop the techs. You asked me to listen to you before I made any decisions about continuing. I agreed to do so. By the time you finished, the techs were almost done their work. At that time, I agreed to accept a 50% discount under the assumption that all work was being completed competently and no damage was being done to my home.

As for the additional charges for protectant, we had asked for that at the time of making the appointment and saw no reason that it would not be included in the original quote. You should be aware that your web site and flyer that prompted us to contact you indicate that you are stain and odor removal experts, as well as the fact that there are no hidden charges. That would lead me to expect that upon completion of the job at the quoted price stains would be removed and odor would be gone. I would not expect there to be additional charges for that service based on your advertising. According to your letter, clearly this is not the case. Further, if I understand your letter correctly, you blame previous cleaning as the reason that your cleaning method did not work properly. It seems as if fair disclosure would require you to note up front that your system may not work if previous cleaning methods were used. In fact your web site specifically states that your method lifts the stubborn stains all other companies have failed to remove. I am confused as to which is accurate your assertion that previous cleanings may have set the stains making them impossible for your method to remove or the information on the web site?

As for the pencil incident, the pencil was found under one of the chairs that they had claimed to move, not the couch. Additionally, we found other evidence that things were not moved and asked them about specific items prior to determining that they lied to us. For example, I pointed to the chair in the living room and asked if they had moved it, and was told that they had. I then showed them that it had not been moved at which point they became flustered as they knew they had been caught in their lie. By the way, most carpet cleaning companies do move couches, chairs, tableseverything except for entertainment centers and other unwieldy furniture. For the record, we did ask about moving furniture upon scheduling and were told that couches would be moved. Otherwise it is really just spot cleaning.

I find it hard to believe that your techs did not cause the dents/gouges in the walls, as they were not there when they started. You state that the machine does not reach high enough to make the dents my wife indicated. Be advised that only one of the dents/gouges were at a higher level, the others were closer to the baseboard, and in two locations, I found fresh damage to the baseboard. The higher gouge is easily explained based off its location as possibly being hit with the handle or some other part of the machine. Also, there are other black marks in different rooms I have subsequently discovered and cleaned myself. You state that you appreciate me bringing the spilt powder to your attention so that you could return and clean it up for me. That was not done; we had to clean that up ourselves. Be assured that I have photographic evidence of the damage inflicted.

Finally, I am requesting, at a minimum, a refund of the money paid in excess of 50% of the quoted price. I am basing this off the reasonable expectation that since you bill yourselves as stain and odor removal experts, and that you further advertise no hidden fees, and that we informed the call center of our desire for protectant at the time of scheduling, there should not have been any additional charges beyond what I was quoted. I will also expect restitution for actual costs in repairing the damage done to the walls. In the alternative, I am willing to accept a full refund of all charges paid to your company. I will expect a response no later than January 22, 2007.

Sincerely

Chuck

Cc: Better Business Bureau Advertising Department
David J. Hango, Esq.


--------------

Correspondance #2 to Chuck from Oxi Fresh

----- Original Message ----
Sent: Tuesday, January 9, 2007 4:39:08 PM

Mr. Chuck,

Please find attached a letter in response to you recent e-mail dated January 8, 2007.

Thank you,



January 9, 2007

Mr. Chuck


RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding. You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


-----------

Correspondance #1 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Monday, January 08, 2007 3:21 PM


Ms. Ehrlich

I am calling to follow up on the poor service we received on Saturday from your company. I have copied Mr. Barnett as he is listed as the contact person for www.oxifreshonline.com. The poor service we received reflects not just on you as a franchisee, but on Oxifresh as a corporation

First and foremost, I understand the fact that certain things are unavoidable, however it is a company's response that measures their quality.

The tech was over 45 minutes late without contacting us. We were scheduled at 8:00 AM. At approximately 8:25 my wife called to find out whether or not they were still coming, we received a call back advising that they were 5-10 minutes out. They finally showed up after 8:45, with no apology for being late. It is my understanding from speaking to you that you were told by the tech at around 8:30 that they had called us to advise they would be late. This was not true. It would appear that you were lied to.

They started work promptly while we finished preparing the upstairs for them. They advised that they would move the remaining furniture (couch, chairs, tables -nothing overly heavy, all easily moveable by my wife). After completing the first room, they told us that the machine stopped working and thought it might be the breaker. I went outside and confirmed that all breakers were in the on position while my wife plugged a lamp into the outlets they had tried and confirmed that it was working. I then suggested that there may be a reset switch on the machine at which time Dee got on the phone to try to find out. While doing that, my lights began turning off. I went outside and found the male tech randomly flipping my circuit breakers on and off. He was seemingly unaware that if they were in fact tripped, the outlets would not have worked with the lamp. He also was unaware of the potential harm to computers and other electronics. They finally found the reset switch and began to work again.

While they were working my wife questioned whether they were moving the furniture as it appeared to be in the exact same place. We asked both of them and both confirmed that it had been moved. Subsequently we determined, by moving the furniture ourselves, that they had both lied to us and had not moved the furniture. We then asked them again if they had moved the furniture and again they lied to us. At that point we showed them that we had discovered that they had not moved the furniture and they had been lying. Caught in their lie, they went back and finished the undone spots. It was at this point that my wife decided to call and report the problems.

During that conversation, I eventually got on the phone with you and, after some discussion, you offerred a 50% discount off the bill. I had to leave but passed that on to my wife. When the bill was presented it was for $192. Since our original quote was for $264. A discount of just over 27%.

Also during that conversation I mentioned the Better Business Bureau and you told me that you were a member. I checked their web site and determined that you are not, as evidenced by this page from the BBB web site:

OXI FRESH OF PHOENIX, INC.
Phoenix, AZ 85044-2123
Telephone: (480) 488-4694
www.oxifreshonline.com
BBB Membership: This company is not a member.

Upon completion, my wife found numerous black marks on the wall of the steps, apparently from the techs banging the machine against the wall, she also found several chips and gouges that had not been there previously. She contacted you and you had the tech return to clean the black marks. They denied making the chips and gouges. They then asked my wife if there was anything else. My wife, understandably after all this, told them no. She merely wanted them out of the house. According to your phone message, you were under the impression that Dee personally checked the house for any other problems. She did not, another lie.

Subsequently we found that the chemicals they were using had been spilled in our foyer and their was a great deal of granular white powder all over the place. We also found that, upon drying, the floors in many places did not come clean. I don't know if that was a result of the cleaning system used, or the incompetency of those using it; regardless many of the higher traffic areas were still as dirty as before the cleaning, and many of the stains did not even lighten, let alone come clean.

According to you, the man accompanying Dee was training for his own franchise in N. Phoenix and was not your employee. Given his attitude and his general demeanor, not to mention that, according to you, he was the one responsible for making your tech over 45 minutes late, I would suggest that you do everything in your power to make sure that he does not become a franchisee. As I mentioned on the phone, no customer makes a distinction between franchisees...my disappointment is with Oxifresh as a whole.

To sum it up, the entire experience was one of the worst consumer experiences I have ever had. From the lack of concern for my time, to the lack of concern for my home, to the lying, to the general incompetency of the people your company sent into my home, I am disatisfied with everything in my dealings with your company. I am not certain what external remedies I have in this matter, but I intend to find out if there is a licensing board that you report to. If there is not, there should be.

Sincerely

Chuck

Amazing that a "customer" can publish garbage and business owners not even notified. This has been on the web for almost a year and yet, the other side was never told. While I agree that everyone should have a right to state their satisfaction or dissatisfaction with a company, facts should be checked before false claims are published.

The BBB checked the facts on this story and found Oxi Fresh had responded and make a reasonable attempt to satisfy the customer but the customer was not willing to accept the offer (although the customer was given and accepted $297 worth of free services). In simple terms, the only thing that would satisfy the customer was to receive a total of $489 worth of free services. The customer continued to add additional services to the work order once the techs arrived and although signed a satisfactory work order and paid a reduced rate of $192, they wanted everything free or else....

While we can't make 100% of our customers happy; we have a very high customer satisfaction rate. In 15 months of servicing the Phoenix area, we have only had one customer Mr. Noll file a complaint against us with the BBB. Even with his great effort to destroy our business, we have a large number of repeat customer, referrals and new businesses. Still, however unfounded, we regret he feels the way he does.

Below is the complete correspondance and e-mails between Oxi Fresh and Mr.
Chuck.

---------------
January 9, 2007

Mr. Chuck
(((personal informatin redacted by ROR)))

RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding.

You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


-------------------
Correspondance #7 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, February 07, 2007 3:34 PM

Mr. Chuck,

Your continued claim that I intentionally misrepresented Oxi Fresh of Phoenix to you in stating we were a member of the Better Business Bureau of Central/Northern Arizona is incorrect.

We received a letter from Koriann Morales, Director of Membership Development in December, 2006 stating our application was approved in the December, 2006 Board of Director's meeting contingent due to verification of our business starting date. A letter from our Corporate office was supplied to them for the January, 2007 Board of Directors' meeting. Due to the information we received Nancy Sahr (our contact person at the BBB); we went ahead an had the BBB placed on our advertisement that went out in January, 2007. However, the length of time Oxi Fresh Incorporated has been in business was not considered and the Board deferred final approval of our membership until our franchise in the Phoenix area has been in place one full year. I only learned of this decision when I phoned last week to find out when we could expect to be placed on the BBB web page. Therefore, the BBB membership logo has been removed from our current and future advertisement (fortunately, it was only listed on our January mailing).

Therefore, you are correct, we are currently not a member of the BBB. However, this was a honest error and it was certainly not our intent to misrepresent our company to you or anyone else. In addition, I just spoke with the BBB and you are in fact the ONLY customer that has logged a complaint against us. Your complaint was filed on 1-17-07 and as you know I have responded to your claim.

The following are my responses to your most recent statements:

1. We have "NO HIDDEN FEES"; your wife received a quote was for carpet cleaning only. She asked and was told the additional charge to use protectant and stated she wanted to wait to make a decision "if and how many" rooms she wanted treated until when arrived.

2. During the final walk-through (on our 2nd trip) your wife requested 3 additional areas be treated with Odor Destroyer (apparently not "anxious to just get us out her house") and you received this additional service free of charge.

3. The customer testimony section on our web site lists 10 (not 5) customers and their statement can be documented and quantified if necessary. Furthermore, we currently have over 30 additional testimonies we could add if we so desired. Therefore, you statistical analysis in compiling our customer satisfaction rate is lacking accurate information. Please be assured we are not threatened by your claim to be "incredibly vocal". Again, although we are not able to please everyone; we do a great job of pleasing the vast majority of our customers and expect our business to continue to grow.

4. Some carpet cleaning methods and/or chemicals do "set" stains. This is common knowledge in the carpet cleaning industry. Although we are usually highly successful in removing "stubborn stains" left behind by all other companies, we never promise to remove "all the stubborn stains left behind". Since you stated you have used many different carpet cleaning companies and your latest e-mail states "all stains and dirt has returned", your carpet must have some preset stains that we were unable to remove.

5. On our advertisement it clearly states "small furniture moving only". Most customers do not feel it's necessary to clean under large furniture (i.e. bedroom suites, entertainment centers, couches, etc.); however, if they move the furniture, we are happy to clean under those areas. Your implication that we only "spot clean" is incorrect.

6. I honestly do not believe our machine caused "dents/gorges" in your walls; any photographs you might have does not prove the damage was done by our company. It is my understanding that the "spilt powder" was cleaned up. Although I regret if it was necessary for you to clean up any left "spilt powder"; certainly this is not worth further discussion.

7. Being a member of the BBB is optional for every franchise. Our Call Center Staff would not know if a certain franchise is a member of the BBB unless they were informed. As indicated earlier, I was under the impression that our membership was approved in December; however, the Call Center Staff would not normally have that information. I have checked with the current operators on staff and they stated they haven't told anyone that the Phoenix franchise was a member of the BBB and would make sure the other Call Center Staff members are informed - in the event they are asked again.

I have forwarded this e-mail and our complete correspondence to Tammy Wade at the Better Business Bureau of Central/Northern Arizona; and now, consider this matter closed. Again, I regret that we were not able to satisfy you.

Most Sincerely,

--------------
Correspondance #6 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, February 07, 2007 9:21 AM

Ms. Ehrlich

I note that the BBB still does not show you as a member and that you now have an unsatisfactory rating from them. Additionally, based on a call made to your scheduling number, you are still representing yourself as a member of the BBB with a satisfactory record. This is not true. Representing yourself as a member in good standing would be criminally fraudulent activity.

Lastly, less than one month after your "cleaning" of my rugs, all stains, dirt etc has returned. I am making one final demand for return of the money that you charged me for services you did not provide. I will give you until close of business Friday February 9, 2007 for a response before proceeding as necessary.

Sincerely

---------
Correspondance #5 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 9:01 PM

Ms. Erhlich,

I spoke with the BBB of Phoenix today, they still deny that you are a member and have asked me to provide copies of any claim you make to be a member. I have done so.

As you probably know, the satisfaction disclaimer you quote is evidence of nothing. It is merely a tool typically used by companies to have a fall back position if a customer claims dissatisfaction. Feel free to provide it to whoever you desire. I am certain that you know we are not satisfied. That does not appear to be your concern, you seem only concerned with protecting your reputation, not in satisfying the customer. I suspected as much when all you could do is make excuses.

To the best of my knowledge, I did not receive $489 in services, I have nothing that states that. My quote was for much less than that, and based on your advertisement of "no hidden fees", I assumed it to be complete.

I count only 5 satisfied customers on your web site. As far as I know you satisfy less than 85% of your customers, not very good numbers. I also have no idea of any relationship you or your techs may have to these customers, or if the customers even exist. I certainly have no evidence that I am the only dissatisfied customer. Even if I am, I may be one, but I am incredibly vocal. You are probably aware of the old business adage that satisfied customers typically tell one person of their experience for every 10 that a dissatisfied customer does. I have found that to be true.

Your attempt to please me, as you say, would not have been in vain if your techs had shown any respect for my home. They did not and it was reflected in the lack of care taken while they were here.

It is a shame that your corporate office blindly supports you without doing any research of their own, but given your relationships through Mr. Barnett's other business, I guess that is to be expected. I have seen hundreds of businesses just like yours, come and go. Yours will be the same. You can't even be bothered to spell my name correctly.

We will deal with this in the future.

--------
Correspondance #4 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, January 17, 2007 6:44 PM

Mr. Chuck,

Please be advised that I am in fact a member of the BBB and as such, a copy of you letters have been forwarded to them with my written response. They are very aware of the situation.

In addition, I have provided them with a copy of the invoice your wife signed. The invoice clearly states:

"Your signature acknowledges the work described above has been completed to your satisfaction. Upon completion, full payment for services rendered are due made payable to Oxi Fresh of Phoenix." and you wife signed on the line directly underneath the statement.

Although I could continue to disagree with many of your comments; I simply do not have the time to continue this debate with you. I have done my best to work with you; however, I can not clean carpets and provide costly additional products to you completely free of charge. As you know, you received $489 in services and yet only paid $192 (much less than the 50% discount we agreed on). It is unfortunate that I offered you such a large discount as it was clearly not warranted and my attempt to please you appears to be in vain.

Again, I'm sorry that you are one unsatisfied customer; however, as you can see from the many testimonies we have received; you are the only one. The Oxi Fresh Corporate Office supports my actions and no further compensation will be given.

Sincerely,

--------
Correspondance #3 to Oxi Fresh from Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 10:32 AM

Dear Ms. Ehrlich

I waited a week to respond to you in part due to your assertion that you were a member of the BBB and their web site was being updated to reflect that. Be advised that their web site still does not list you as a member. I also called and spoke with the local BBB who advised me that you are not a member and asked that I forward any advertisements or other claims you make to be a member to their Advertising Department for investigation of possible fraud.

You assert that my wife yelled at you on the phone. I was standing right next to her and she barely raised her voice, she certainly did not yell. I agree with her that your tech's personal problems should not be brought in to the conversation. It seemed as if it was an effort to make us feel bad for being unhappy with the effort she was putting forth. Her personal problems should in no way impact the service given to the customer, and any attempt to use them to explain poor service is nothing more than making excuses. I can only assume that you would not have sent the tech to my home if she were unable to perform at her full capacity. Doing otherwise shows a lack of concern for the customer. Since you already knew the reason for her poor performance, clearly you did not expect her to be 100% that day. Why not send another tech who was able to perform properly?

I never told you not to stop the techs. You asked me to listen to you before I made any decisions about continuing. I agreed to do so. By the time you finished, the techs were almost done their work. At that time, I agreed to accept a 50% discount under the assumption that all work was being completed competently and no damage was being done to my home.

As for the additional charges for protectant, we had asked for that at the time of making the appointment and saw no reason that it would not be included in the original quote. You should be aware that your web site and flyer that prompted us to contact you indicate that you are stain and odor removal experts, as well as the fact that there are no hidden charges. That would lead me to expect that upon completion of the job at the quoted price stains would be removed and odor would be gone. I would not expect there to be additional charges for that service based on your advertising. According to your letter, clearly this is not the case. Further, if I understand your letter correctly, you blame previous cleaning as the reason that your cleaning method did not work properly. It seems as if fair disclosure would require you to note up front that your system may not work if previous cleaning methods were used. In fact your web site specifically states that your method lifts the stubborn stains all other companies have failed to remove. I am confused as to which is accurate your assertion that previous cleanings may have set the stains making them impossible for your method to remove or the information on the web site?

As for the pencil incident, the pencil was found under one of the chairs that they had claimed to move, not the couch. Additionally, we found other evidence that things were not moved and asked them about specific items prior to determining that they lied to us. For example, I pointed to the chair in the living room and asked if they had moved it, and was told that they had. I then showed them that it had not been moved at which point they became flustered as they knew they had been caught in their lie. By the way, most carpet cleaning companies do move couches, chairs, tableseverything except for entertainment centers and other unwieldy furniture. For the record, we did ask about moving furniture upon scheduling and were told that couches would be moved. Otherwise it is really just spot cleaning.

I find it hard to believe that your techs did not cause the dents/gouges in the walls, as they were not there when they started. You state that the machine does not reach high enough to make the dents my wife indicated. Be advised that only one of the dents/gouges were at a higher level, the others were closer to the baseboard, and in two locations, I found fresh damage to the baseboard. The higher gouge is easily explained based off its location as possibly being hit with the handle or some other part of the machine. Also, there are other black marks in different rooms I have subsequently discovered and cleaned myself. You state that you appreciate me bringing the spilt powder to your attention so that you could return and clean it up for me. That was not done; we had to clean that up ourselves. Be assured that I have photographic evidence of the damage inflicted.

Finally, I am requesting, at a minimum, a refund of the money paid in excess of 50% of the quoted price. I am basing this off the reasonable expectation that since you bill yourselves as stain and odor removal experts, and that you further advertise no hidden fees, and that we informed the call center of our desire for protectant at the time of scheduling, there should not have been any additional charges beyond what I was quoted. I will also expect restitution for actual costs in repairing the damage done to the walls. In the alternative, I am willing to accept a full refund of all charges paid to your company. I will expect a response no later than January 22, 2007.

Sincerely

Chuck

Cc: Better Business Bureau Advertising Department
David J. Hango, Esq.


--------------

Correspondance #2 to Chuck from Oxi Fresh

----- Original Message ----
Sent: Tuesday, January 9, 2007 4:39:08 PM

Mr. Chuck,

Please find attached a letter in response to you recent e-mail dated January 8, 2007.

Thank you,



January 9, 2007

Mr. Chuck


RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding. You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


-----------

Correspondance #1 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Monday, January 08, 2007 3:21 PM


Ms. Ehrlich

I am calling to follow up on the poor service we received on Saturday from your company. I have copied Mr. Barnett as he is listed as the contact person for www.oxifreshonline.com. The poor service we received reflects not just on you as a franchisee, but on Oxifresh as a corporation

First and foremost, I understand the fact that certain things are unavoidable, however it is a company's response that measures their quality.

The tech was over 45 minutes late without contacting us. We were scheduled at 8:00 AM. At approximately 8:25 my wife called to find out whether or not they were still coming, we received a call back advising that they were 5-10 minutes out. They finally showed up after 8:45, with no apology for being late. It is my understanding from speaking to you that you were told by the tech at around 8:30 that they had called us to advise they would be late. This was not true. It would appear that you were lied to.

They started work promptly while we finished preparing the upstairs for them. They advised that they would move the remaining furniture (couch, chairs, tables -nothing overly heavy, all easily moveable by my wife). After completing the first room, they told us that the machine stopped working and thought it might be the breaker. I went outside and confirmed that all breakers were in the on position while my wife plugged a lamp into the outlets they had tried and confirmed that it was working. I then suggested that there may be a reset switch on the machine at which time Dee got on the phone to try to find out. While doing that, my lights began turning off. I went outside and found the male tech randomly flipping my circuit breakers on and off. He was seemingly unaware that if they were in fact tripped, the outlets would not have worked with the lamp. He also was unaware of the potential harm to computers and other electronics. They finally found the reset switch and began to work again.

While they were working my wife questioned whether they were moving the furniture as it appeared to be in the exact same place. We asked both of them and both confirmed that it had been moved. Subsequently we determined, by moving the furniture ourselves, that they had both lied to us and had not moved the furniture. We then asked them again if they had moved the furniture and again they lied to us. At that point we showed them that we had discovered that they had not moved the furniture and they had been lying. Caught in their lie, they went back and finished the undone spots. It was at this point that my wife decided to call and report the problems.

During that conversation, I eventually got on the phone with you and, after some discussion, you offerred a 50% discount off the bill. I had to leave but passed that on to my wife. When the bill was presented it was for $192. Since our original quote was for $264. A discount of just over 27%.

Also during that conversation I mentioned the Better Business Bureau and you told me that you were a member. I checked their web site and determined that you are not, as evidenced by this page from the BBB web site:

OXI FRESH OF PHOENIX, INC.
Phoenix, AZ 85044-2123
Telephone: (480) 488-4694
www.oxifreshonline.com
BBB Membership: This company is not a member.

Upon completion, my wife found numerous black marks on the wall of the steps, apparently from the techs banging the machine against the wall, she also found several chips and gouges that had not been there previously. She contacted you and you had the tech return to clean the black marks. They denied making the chips and gouges. They then asked my wife if there was anything else. My wife, understandably after all this, told them no. She merely wanted them out of the house. According to your phone message, you were under the impression that Dee personally checked the house for any other problems. She did not, another lie.

Subsequently we found that the chemicals they were using had been spilled in our foyer and their was a great deal of granular white powder all over the place. We also found that, upon drying, the floors in many places did not come clean. I don't know if that was a result of the cleaning system used, or the incompetency of those using it; regardless many of the higher traffic areas were still as dirty as before the cleaning, and many of the stains did not even lighten, let alone come clean.

According to you, the man accompanying Dee was training for his own franchise in N. Phoenix and was not your employee. Given his attitude and his general demeanor, not to mention that, according to you, he was the one responsible for making your tech over 45 minutes late, I would suggest that you do everything in your power to make sure that he does not become a franchisee. As I mentioned on the phone, no customer makes a distinction between franchisees...my disappointment is with Oxifresh as a whole.

To sum it up, the entire experience was one of the worst consumer experiences I have ever had. From the lack of concern for my time, to the lack of concern for my home, to the lying, to the general incompetency of the people your company sent into my home, I am disatisfied with everything in my dealings with your company. I am not certain what external remedies I have in this matter, but I intend to find out if there is a licensing board that you report to. If there is not, there should be.

Sincerely

Chuck

Amazing that a "customer" can publish garbage and business owners not even notified. This has been on the web for almost a year and yet, the other side was never told. While I agree that everyone should have a right to state their satisfaction or dissatisfaction with a company, facts should be checked before false claims are published.

The BBB checked the facts on this story and found Oxi Fresh had responded and make a reasonable attempt to satisfy the customer but the customer was not willing to accept the offer (although the customer was given and accepted $297 worth of free services). In simple terms, the only thing that would satisfy the customer was to receive a total of $489 worth of free services. The customer continued to add additional services to the work order once the techs arrived and although signed a satisfactory work order and paid a reduced rate of $192, they wanted everything free or else....

While we can't make 100% of our customers happy; we have a very high customer satisfaction rate. In 15 months of servicing the Phoenix area, we have only had one customer Mr. Noll file a complaint against us with the BBB. Even with his great effort to destroy our business, we have a large number of repeat customer, referrals and new businesses. Still, however unfounded, we regret he feels the way he does.

Below is the complete correspondance and e-mails between Oxi Fresh and Mr.
Chuck.

---------------
January 9, 2007

Mr. Chuck
(((personal informatin redacted by ROR)))

RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding.

You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


-------------------
Correspondance #7 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, February 07, 2007 3:34 PM

Mr. Chuck,

Your continued claim that I intentionally misrepresented Oxi Fresh of Phoenix to you in stating we were a member of the Better Business Bureau of Central/Northern Arizona is incorrect.

We received a letter from Koriann Morales, Director of Membership Development in December, 2006 stating our application was approved in the December, 2006 Board of Director's meeting contingent due to verification of our business starting date. A letter from our Corporate office was supplied to them for the January, 2007 Board of Directors' meeting. Due to the information we received Nancy Sahr (our contact person at the BBB); we went ahead an had the BBB placed on our advertisement that went out in January, 2007. However, the length of time Oxi Fresh Incorporated has been in business was not considered and the Board deferred final approval of our membership until our franchise in the Phoenix area has been in place one full year. I only learned of this decision when I phoned last week to find out when we could expect to be placed on the BBB web page. Therefore, the BBB membership logo has been removed from our current and future advertisement (fortunately, it was only listed on our January mailing).

Therefore, you are correct, we are currently not a member of the BBB. However, this was a honest error and it was certainly not our intent to misrepresent our company to you or anyone else. In addition, I just spoke with the BBB and you are in fact the ONLY customer that has logged a complaint against us. Your complaint was filed on 1-17-07 and as you know I have responded to your claim.

The following are my responses to your most recent statements:

1. We have "NO HIDDEN FEES"; your wife received a quote was for carpet cleaning only. She asked and was told the additional charge to use protectant and stated she wanted to wait to make a decision "if and how many" rooms she wanted treated until when arrived.

2. During the final walk-through (on our 2nd trip) your wife requested 3 additional areas be treated with Odor Destroyer (apparently not "anxious to just get us out her house") and you received this additional service free of charge.

3. The customer testimony section on our web site lists 10 (not 5) customers and their statement can be documented and quantified if necessary. Furthermore, we currently have over 30 additional testimonies we could add if we so desired. Therefore, you statistical analysis in compiling our customer satisfaction rate is lacking accurate information. Please be assured we are not threatened by your claim to be "incredibly vocal". Again, although we are not able to please everyone; we do a great job of pleasing the vast majority of our customers and expect our business to continue to grow.

4. Some carpet cleaning methods and/or chemicals do "set" stains. This is common knowledge in the carpet cleaning industry. Although we are usually highly successful in removing "stubborn stains" left behind by all other companies, we never promise to remove "all the stubborn stains left behind". Since you stated you have used many different carpet cleaning companies and your latest e-mail states "all stains and dirt has returned", your carpet must have some preset stains that we were unable to remove.

5. On our advertisement it clearly states "small furniture moving only". Most customers do not feel it's necessary to clean under large furniture (i.e. bedroom suites, entertainment centers, couches, etc.); however, if they move the furniture, we are happy to clean under those areas. Your implication that we only "spot clean" is incorrect.

6. I honestly do not believe our machine caused "dents/gorges" in your walls; any photographs you might have does not prove the damage was done by our company. It is my understanding that the "spilt powder" was cleaned up. Although I regret if it was necessary for you to clean up any left "spilt powder"; certainly this is not worth further discussion.

7. Being a member of the BBB is optional for every franchise. Our Call Center Staff would not know if a certain franchise is a member of the BBB unless they were informed. As indicated earlier, I was under the impression that our membership was approved in December; however, the Call Center Staff would not normally have that information. I have checked with the current operators on staff and they stated they haven't told anyone that the Phoenix franchise was a member of the BBB and would make sure the other Call Center Staff members are informed - in the event they are asked again.

I have forwarded this e-mail and our complete correspondence to Tammy Wade at the Better Business Bureau of Central/Northern Arizona; and now, consider this matter closed. Again, I regret that we were not able to satisfy you.

Most Sincerely,

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Correspondance #6 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, February 07, 2007 9:21 AM

Ms. Ehrlich

I note that the BBB still does not show you as a member and that you now have an unsatisfactory rating from them. Additionally, based on a call made to your scheduling number, you are still representing yourself as a member of the BBB with a satisfactory record. This is not true. Representing yourself as a member in good standing would be criminally fraudulent activity.

Lastly, less than one month after your "cleaning" of my rugs, all stains, dirt etc has returned. I am making one final demand for return of the money that you charged me for services you did not provide. I will give you until close of business Friday February 9, 2007 for a response before proceeding as necessary.

Sincerely

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Correspondance #5 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 9:01 PM

Ms. Erhlich,

I spoke with the BBB of Phoenix today, they still deny that you are a member and have asked me to provide copies of any claim you make to be a member. I have done so.

As you probably know, the satisfaction disclaimer you quote is evidence of nothing. It is merely a tool typically used by companies to have a fall back position if a customer claims dissatisfaction. Feel free to provide it to whoever you desire. I am certain that you know we are not satisfied. That does not appear to be your concern, you seem only concerned with protecting your reputation, not in satisfying the customer. I suspected as much when all you could do is make excuses.

To the best of my knowledge, I did not receive $489 in services, I have nothing that states that. My quote was for much less than that, and based on your advertisement of "no hidden fees", I assumed it to be complete.

I count only 5 satisfied customers on your web site. As far as I know you satisfy less than 85% of your customers, not very good numbers. I also have no idea of any relationship you or your techs may have to these customers, or if the customers even exist. I certainly have no evidence that I am the only dissatisfied customer. Even if I am, I may be one, but I am incredibly vocal. You are probably aware of the old business adage that satisfied customers typically tell one person of their experience for every 10 that a dissatisfied customer does. I have found that to be true.

Your attempt to please me, as you say, would not have been in vain if your techs had shown any respect for my home. They did not and it was reflected in the lack of care taken while they were here.

It is a shame that your corporate office blindly supports you without doing any research of their own, but given your relationships through Mr. Barnett's other business, I guess that is to be expected. I have seen hundreds of businesses just like yours, come and go. Yours will be the same. You can't even be bothered to spell my name correctly.

We will deal with this in the future.

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Correspondance #4 to Mr. Chuck from Oxi Fresh

----- Original Message -----
Sent: Wednesday, January 17, 2007 6:44 PM

Mr. Chuck,

Please be advised that I am in fact a member of the BBB and as such, a copy of you letters have been forwarded to them with my written response. They are very aware of the situation.

In addition, I have provided them with a copy of the invoice your wife signed. The invoice clearly states:

"Your signature acknowledges the work described above has been completed to your satisfaction. Upon completion, full payment for services rendered are due made payable to Oxi Fresh of Phoenix." and you wife signed on the line directly underneath the statement.

Although I could continue to disagree with many of your comments; I simply do not have the time to continue this debate with you. I have done my best to work with you; however, I can not clean carpets and provide costly additional products to you completely free of charge. As you know, you received $489 in services and yet only paid $192 (much less than the 50% discount we agreed on). It is unfortunate that I offered you such a large discount as it was clearly not warranted and my attempt to please you appears to be in vain.

Again, I'm sorry that you are one unsatisfied customer; however, as you can see from the many testimonies we have received; you are the only one. The Oxi Fresh Corporate Office supports my actions and no further compensation will be given.

Sincerely,

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Correspondance #3 to Oxi Fresh from Chuck

----- Original Message -----
Sent: Wednesday, January 17, 2007 10:32 AM

Dear Ms. Ehrlich

I waited a week to respond to you in part due to your assertion that you were a member of the BBB and their web site was being updated to reflect that. Be advised that their web site still does not list you as a member. I also called and spoke with the local BBB who advised me that you are not a member and asked that I forward any advertisements or other claims you make to be a member to their Advertising Department for investigation of possible fraud.

You assert that my wife yelled at you on the phone. I was standing right next to her and she barely raised her voice, she certainly did not yell. I agree with her that your tech's personal problems should not be brought in to the conversation. It seemed as if it was an effort to make us feel bad for being unhappy with the effort she was putting forth. Her personal problems should in no way impact the service given to the customer, and any attempt to use them to explain poor service is nothing more than making excuses. I can only assume that you would not have sent the tech to my home if she were unable to perform at her full capacity. Doing otherwise shows a lack of concern for the customer. Since you already knew the reason for her poor performance, clearly you did not expect her to be 100% that day. Why not send another tech who was able to perform properly?

I never told you not to stop the techs. You asked me to listen to you before I made any decisions about continuing. I agreed to do so. By the time you finished, the techs were almost done their work. At that time, I agreed to accept a 50% discount under the assumption that all work was being completed competently and no damage was being done to my home.

As for the additional charges for protectant, we had asked for that at the time of making the appointment and saw no reason that it would not be included in the original quote. You should be aware that your web site and flyer that prompted us to contact you indicate that you are stain and odor removal experts, as well as the fact that there are no hidden charges. That would lead me to expect that upon completion of the job at the quoted price stains would be removed and odor would be gone. I would not expect there to be additional charges for that service based on your advertising. According to your letter, clearly this is not the case. Further, if I understand your letter correctly, you blame previous cleaning as the reason that your cleaning method did not work properly. It seems as if fair disclosure would require you to note up front that your system may not work if previous cleaning methods were used. In fact your web site specifically states that your method lifts the stubborn stains all other companies have failed to remove. I am confused as to which is accurate your assertion that previous cleanings may have set the stains making them impossible for your method to remove or the information on the web site?

As for the pencil incident, the pencil was found under one of the chairs that they had claimed to move, not the couch. Additionally, we found other evidence that things were not moved and asked them about specific items prior to determining that they lied to us. For example, I pointed to the chair in the living room and asked if they had moved it, and was told that they had. I then showed them that it had not been moved at which point they became flustered as they knew they had been caught in their lie. By the way, most carpet cleaning companies do move couches, chairs, tableseverything except for entertainment centers and other unwieldy furniture. For the record, we did ask about moving furniture upon scheduling and were told that couches would be moved. Otherwise it is really just spot cleaning.

I find it hard to believe that your techs did not cause the dents/gouges in the walls, as they were not there when they started. You state that the machine does not reach high enough to make the dents my wife indicated. Be advised that only one of the dents/gouges were at a higher level, the others were closer to the baseboard, and in two locations, I found fresh damage to the baseboard. The higher gouge is easily explained based off its location as possibly being hit with the handle or some other part of the machine. Also, there are other black marks in different rooms I have subsequently discovered and cleaned myself. You state that you appreciate me bringing the spilt powder to your attention so that you could return and clean it up for me. That was not done; we had to clean that up ourselves. Be assured that I have photographic evidence of the damage inflicted.

Finally, I am requesting, at a minimum, a refund of the money paid in excess of 50% of the quoted price. I am basing this off the reasonable expectation that since you bill yourselves as stain and odor removal experts, and that you further advertise no hidden fees, and that we informed the call center of our desire for protectant at the time of scheduling, there should not have been any additional charges beyond what I was quoted. I will also expect restitution for actual costs in repairing the damage done to the walls. In the alternative, I am willing to accept a full refund of all charges paid to your company. I will expect a response no later than January 22, 2007.

Sincerely

Chuck

Cc: Better Business Bureau Advertising Department
David J. Hango, Esq.


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Correspondance #2 to Chuck from Oxi Fresh

----- Original Message ----
Sent: Tuesday, January 9, 2007 4:39:08 PM

Mr. Chuck,

Please find attached a letter in response to you recent e-mail dated January 8, 2007.

Thank you,



January 9, 2007

Mr. Chuck


RE: Carpet Cleaning Services Received January 6, 2007

Dear Mr. Chuck,

First, I want to extend my sincere apology that you were not pleased with the carpet cleaning service you received from us on Saturday, January 6, 2007. As I stated in our phone conversation on that date; we have not had any problems like this in the past. I was shocked when your wife began the conversation saying we have never used Oxi Fresh before and we will never use you again". Even more so when I informed her that our tech's car and regular machine had been stolen the previous day and she said "your tech's personal problems aren't mine and I don't want to hear any excuses"; and then yelled at me stating I'm the customer and I don't have to listen to you, you have to listen to me. When I asked her to please stop yelling and just to talk to me, she handed you the phone and sarcastically stated "your turn". At this point I was ready to pull my techs from the job.

When you got on the phone I asked you how much of the job our techs had already finished. You stated we had completed the downstairs and the techs had gone upstairs to finish the job. I relayed to you that I understood you were very dissatisfied with our service and asked if you wanted us to leave; at which time you said "no" you would like the job finished and you just wanted to talk to me (the owner) about your dissatisfaction and how we could resolve your issues. I welcomed the opportunity to try and satisfy you and ask you what you recommend I do. You replied that you didn't know, but you thought I needed to do something. I ask you if a 50% discount would be satisfactory and you said you thought it was a fair compensation for your disappointing experience with Oxi Fresh.

In regards to your discount; please be advised that you received much more than a 50% discount. Your quote was for cleaning the house without adding room protectant to every room. Since our promotion included two rooms of protectant; we provided that to you free of charge. However, you requested all the rooms receive protectant and stated you wanted pro protectant in two of the additional rooms. As stated on the invoice your wife signed; there is a $15 per room charge for the water based protectant and a $35 per room charge for the pro protectant. This was not a hidden charge as the Call Center staff provides this information to all our customers. It was noted by the Call Center that you might want protectant added in all your rooms; however you would let us know when we arrived. The additional charge for protectant was added to your bill before the 50% discount was given. In addition, when we returned to your home to view the damage you claimed; your wife asked my tech to add Order Destroyer to numerous spots in three different rooms. Our Odor Destroyer is a living enzyme that kills the bacteria living in carpet and pads where pets urinate. This is an expensive item and therefore; the cost is $35 per room when we apply it. You should have been charged an additional $105 (3 x $35); however in further efforts to try and please you, we did not charge you for this additional product and service.

We are a member of the Arizona Better Business Bureau and have no complaints filed against us. Please feel free to contact the Arizona BBB and ask for Nancy Sahr at (602) 212-2251. She is the person that contacted me in November, 2006 to request we become a member. We completed the paperwork and were approved at the December 2006 board meeting. I understand that it might take some time to add new businesses to their web; however, you can be assured that we are in the process of being added to their web page. In addition, our web page www.oxifreshonline.com has many customer testimonies regarding the overwhelming success of our franchise in the Phoenix area.

Although lengthy, just for the record, I would like to review some of the details of this story. When I questioned my tech about your statement that she "lied" regarding her phone call to say she was running late, she reminded me that she told me "they have been notified". Apparently she thought I knew our Call Center Staff had called her and then called you back to say she was within 5-10 minutes of your house. When you talked to me on the phone, you told me you called the Call Center at 8:30 to verify we were coming; however, in your written letter, you stated your wife phoned at 8:25. Regardless of the correct time, by the time the Call Center called my tech and returned your call to inform you she was 5-10 minutes away; her arriving at 8:35, 8:40 or 8:46 is not worth arguing about. The bottom line is we were late and unfortunately you had to make the call rather than be notified by us that we were going to be late. I totally agree with you that we should have done a better job of being on time and calling you to let you know when we would be there. However, I don't believe my tech lied to me; rather, I think it was a mutual misunderstanding between her and me.

In regards to the tech flipping breaker switches; you are correct, that should not have occurred. Even if you hadn't checked the breaker switches, or if your wife hadn't tested the outlet by plugging in a lamp; a tech should never have switched your breaker on and off. Although the obvious reason this was done was to try and help expedite your carpet getting cleaned; this still should not have occurred. Fortunately, as you confirmed, your computers, etc. all had power surges and there wasn't any damage done.

In addition, you told me that you caught both the techs in a lie when you questioned them separately and ask them if they had cleaned under the chairs. Although they told you they cleaned under the chairs; your wife gave you a pencil that she found which confirmed your disbelief that they had moved and cleaned under your chairs. However, when I spoke with my tech, she stated that the pencil was under the couch and they never told you that they moved or cleaned under the couch. As I informed you over the phone, it is not our policy to move large objects such as couches, entertainment centers, etc. However, we will help the owner move a couch and clean under it at their request. You then went on to tell me that your wife had already moved the couch by herself (it was on moveable coasters) and my techs had already cleaned under it. Since the techs did not tell you they moved or cleaned under the couch; this too was another unfortunate misunderstanding. You also stated the Call Center Staff told you that we move furniture and specifically stated that we always move couches. After double checking with the Call Center Staff, I was assured that they consistently state that we will only clean under large furniture when it has been moved.

I would also like to address your most recent complaints. First, I totally agree with you that any spilt cleaning powder should have been cleaned up before our techs left; there is no excuse for that and I appreciate your bringing it to my attention so we could return and clean it up for you. Secondly, in regards to the marks and dents on your staircase wall, there are no excuses for the black marks on your walls. The new machine does not have a white skirt around the bottom so it's easier to brush up against the wall when one is trying to do a good job and clean the entire carpet (i.e. close to the wall); still, the tech should have been more careful and corrected it immediately without leaving it. Thirdly, in regards to "dents" on your walls; once you wife pointed out her concern; our techs informed her that we did not cause the dents because our machine doesn't reach that high.

Lastly, you have now said your carpet was not cleaned satisfactory, especially the high traffic areas. While the vast majority of our customers are extremely pleased with the results; we don't get the results we want on 100% of the carpets we clean. The reason for this is not because of our lack of effort or that our cleaning product and process isn't superior; it's because of the damage done with previous cleaners. For example, steam cleaning almost soaks the carpet, resulting in the dirty water being absorbed by the pad. When this happens, the carpet may appear to be clean until the dirt from the bottom pad resurfaces. Another problem occurs when a carpet has been cleaned with a chemical that "sets" the stain. Much like a piece of clothing that has been washed and dyed (without the stain being fully removed); the drying permanently sets the stain the fabric. Many over the counter carpet cleaning products work the same way. Either the cleaner removes the stain or "set" it, making it virtually impossible to remove the stain (especially from carpet pads). Unfortunately the only way to remove set stains is replacing the pad and or the carpet. We never guarantee we can remove all carpet stains; however, we are usually very successful and as such, have many repeat customers. According to your wife, you have used many different carpet cleaning services in the past and have never had any problems. Having used numerous carpet cleaning companies; it is very likely that the stains were set by a different chemical prior to our cleaning your carpet. Also just to clarify, the person my tech was training is not a new franchise owner, rather a possible new employee of a new franchise. However, I will forward your letter to the franchise owner so he can make the decision if he wants to hire him.

While I am truly sorry that you and your wife feel the way you do about our company; I assure you we don't take your comments lightly and appreciate the amount of time and effort you have taken to make sure Oxi Fresh understands your level of dissatisfaction. I wish we could rewind the clock; however, we can only go forward from here. In conclusion, I offered to pull the techs from the job and at your request, allowed them to complete the job at a highly reduced rate. We returned and cleaned up the spilt powder on the floor and removed the black marks on the staircase. In addition, when we returned, we provided you with additional product and service at no charge. Your final bill was $489 and yet you only paid $192 (much less than the 50% we agreed on). In good faith, I can honestly say, we have admitted our mistakes and done more than our part to try and make everything right.

Most Sincerely,


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Correspondance #1 to Oxi Fresh from Mr. Chuck

----- Original Message -----
Sent: Monday, January 08, 2007 3:21 PM


Ms. Ehrlich

I am calling to follow up on the poor service we received on Saturday from your company. I have copied Mr. Barnett as he is listed as the contact person for www.oxifreshonline.com. The poor service we received reflects not just on you as a franchisee, but on Oxifresh as a corporation

First and foremost, I understand the fact that certain things are unavoidable, however it is a company's response that measures their quality.

The tech was over 45 minutes late without contacting us. We were scheduled at 8:00 AM. At approximately 8:25 my wife called to find out whether or not they were still coming, we received a call back advising that they were 5-10 minutes out. They finally showed up after 8:45, with no apology for being late. It is my understanding from speaking to you that you were told by the tech at around 8:30 that they had called us to advise they would be late. This was not true. It would appear that you were lied to.

They started work promptly while we finished preparing the upstairs for them. They advised that they would move the remaining furniture (couch, chairs, tables -nothing overly heavy, all easily moveable by my wife). After completing the first room, they told us that the machine stopped working and thought it might be the breaker. I went outside and confirmed that all breakers were in the on position while my wife plugged a lamp into the outlets they had tried and confirmed that it was working. I then suggested that there may be a reset switch on the machine at which time Dee got on the phone to try to find out. While doing that, my lights began turning off. I went outside and found the male tech randomly flipping my circuit breakers on and off. He was seemingly unaware that if they were in fact tripped, the outlets would not have worked with the lamp. He also was unaware of the potential harm to computers and other electronics. They finally found the reset switch and began to work again.

While they were working my wife questioned whether they were moving the furniture as it appeared to be in the exact same place. We asked both of them and both confirmed that it had been moved. Subsequently we determined, by moving the furniture ourselves, that they had both lied to us and had not moved the furniture. We then asked them again if they had moved the furniture and again they lied to us. At that point we showed them that we had discovered that they had not moved the furniture and they had been lying. Caught in their lie, they went back and finished the undone spots. It was at this point that my wife decided to call and report the problems.

During that conversation, I eventually got on the phone with you and, after some discussion, you offerred a 50% discount off the bill. I had to leave but passed that on to my wife. When the bill was presented it was for $192. Since our original quote was for $264. A discount of just over 27%.

Also during that conversation I mentioned the Better Business Bureau and you told me that you were a member. I checked their web site and determined that you are not, as evidenced by this page from the BBB web site:

OXI FRESH OF PHOENIX, INC.
Phoenix, AZ 85044-2123
Telephone: (480) 488-4694
www.oxifreshonline.com
BBB Membership: This company is not a member.

Upon completion, my wife found numerous black marks on the wall of the steps, apparently from the techs banging the machine against the wall, she also found several chips and gouges that had not been there previously. She contacted you and you had the tech return to clean the black marks. They denied making the chips and gouges. They then asked my wife if there was anything else. My wife, understandably after all this, told them no. She merely wanted them out of the house. According to your phone message, you were under the impression that Dee personally checked the house for any other problems. She did not, another lie.

Subsequently we found that the chemicals they were using had been spilled in our foyer and their was a great deal of granular white powder all over the place. We also found that, upon drying, the floors in many places did not come clean. I don't know if that was a result of the cleaning system used, or the incompetency of those using it; regardless many of the higher traffic areas were still as dirty as before the cleaning, and many of the stains did not even lighten, let alone come clean.

According to you, the man accompanying Dee was training for his own franchise in N. Phoenix and was not your employee. Given his attitude and his general demeanor, not to mention that, according to you, he was the one responsible for making your tech over 45 minutes late, I would suggest that you do everything in your power to make sure that he does not become a franchisee. As I mentioned on the phone, no customer makes a distinction between franchisees...my disappointment is with Oxifresh as a whole.

To sum it up, the entire experience was one of the worst consumer experiences I have ever had. From the lack of concern for my time, to the lack of concern for my home, to the lying, to the general incompetency of the people your company sent into my home, I am disatisfied with everything in my dealings with your company. I am not certain what external remedies I have in this matter, but I intend to find out if there is a licensing board that you report to. If there is not, there should be.

Sincerely

Chuck