Oxi Fresh of St. Charles Carpet Cleaning

I had a very inadequate experience with OxiFresh of St. Charles in August 2023. Leading up to my appointment, I received conflicting text messages about arrival, 10am vs. 10:30. I called the day-of to clarify when they were coming, and I was told tech would be there right at 10am. At 10:35, when the tech was still not there, I called again. This time, I was told that the call center person had contacted tech, who was running behind but was on his way.  Around 11:05, I called again, and the call center person said the tech was overbooked and still finishing another job. This is contrary to what I was told before (I was speaking to the same person as I did on my second call, so she was contradicting herself). I asked for a local number to call, and she said she couldn’t give me one but could only put on a ticket for the local person to contact me, which so far they have not done (it's been about 2 weeks). She became audibly frustrated and borderline rude, even though I was not attacking her personally, just expressing that the company was not providing acceptable service. When I complained that I was moving and didn't have time to sit around all day waiting, she said that the tech would call when 15 minutes away. I would’ve liked to know that in the first place so I wasn’t just waiting around needlessly. So, I went to do nearby errands (it was moving day, and I’d been waiting over an hour already).  But then: The tech guy then calls me when already at my condo, wondering where I am (this is almost 2 hours after the 10am start time that the call center had confirmed that morning). He denied that call center had ever called him (contrary to what they told me), and he said that he doesn’t have time to call people between jobs (again, contrary to what I had been told). The tech also came alone, which made me uncomfortable as a woman, having a strange man alone with me in my home.  There were other issues as well, but these were enough to make me wish I had time to cancel and reschedule with a competently run company. But alas, it was moving day, and I needed the cleaning done that day. The tech blamed the closure of one local office for the overbooking, but I should have been contacted and informed if there would be a delay. The tech tried to appease me by doing a few extra things, but he also left this weird fuzz all over and tracked wet boot footprints into my tile bathroom (which I had already had professionally cleaned).  I am not satisfied and would like a consolation discount for the inconvenience and poor customer service. I did receive an online survey about my experience; I filled in more or less the above, and I was told that Oxi Fresh was looking into things and would contact me -- which they have not done.

I had some problem areas in my family room that were made worse after the last company I had in right before the holidays. The OxiTeam where prompt, efficient in their work and made my carpet look normal again!

Eric did an amazing job! He was incredibly attentive to detail and providing the best customer service possible! Great suggestions and truly wanting to help. I have used this company before and was not as pleased in the past with the people doing the work, they just rushed through and were in and out... however, love the technology. I would definitely ask for Eric the next time and will definitely use the company again. I love the fact that with Oxi, it brightens the carpet, is not wet for hours/days and it just feels fresh. Thank you, Eric for doing a great job and being so personable! Kandra