Oxi Fresh of Southwest Michigan

"Upon talking to the customer regarding the first cleaning, I scheduled a second cleaning. The main issue was the age of the carpet and the lack of maintenance performed from the previous home owner (the home was purchased by this customer). Due to lack of routine maintenance, dark soil filtration lines were present along most of the baseboards (from the HVAC system). Add to the fact that the carpet was white, and every small stain really stood out. I felt that the upstairs carpet was sastisfactory after the second cleaning. The customer decided to replace the main floor carpet (berber) due to the fact that it was so heavily worn. We do our best to revive carpets, but it is not always possible when it has years of neglect with no obvious cleanings performed. A weekly vacuuming and at least an annual cleaning is needed to maintain the integrity of the delicate carpet fibers."

"I truly apologize for your poor experience. Your cleaning was performed in 2010. Since that time, the technician has retired. We have made significant improvements in the past 6 years from both a cleaning system perspective as well as staffing. We appreciate all feedback (good and bad), as that is how we seek improvement."

"While I do apologize for the not so pleasant experience, I wanted to address the issues as I believe my tech did not perform poorly. Many customers do not ask for the sides and backs of furniture to be cleaned (pet owners or homes with major dust the exception). My tech should have addressed this with the customer before he began, so a lack of communication is likely to blame. However, he did gladly clean this when the customer asked. The second issue did not involve a couch cushion. It was a throw pillow. After cleaning several pillows at no charge, he had packed up the equipment. After that time, the customer asked him to clean another pillow (which he did not see originally). Since it was a small pillow without any visible dirt/stains, he simply suggested that she unzip the fabric and toss it into the washer. This would have been a simple and common approach for small throw pillow coverings. Had he charged the typical $20-$25 for cleaning the multiple pillows, then absolutely he should have come back and cleaned the other pillow. But since the pillows were cleaned for free as a courtesy and the pillow in question was not visible to him while he was cleaning the others, it was not an issue of him being in a hurry. We are always happy to do freebies for our customers, but unfortunately we are also a business built on time and must take that into consideration."

"Thank you so much for the kind review. It was a pleasure cleaning for you. We look forward to seeing you again!"

"Thank you very much for the kind review! We strive to make every customer happy, so it is nice to hear that we were able to help you. Happy New Year! Bryan - Owner"