OxyMagic Carpet & Upholstery Cleaning of NJ

Review: Vendor advertises/promotes their exclusive cleaning method to clean carpets. Listed as an excellent award-winning vendor on Angie's List. Met wi/[redacted], owner to go over church carpeting to be cleaned (flat, commercial-grade carpeting). This carpet is cleaned every year. Due to tough winter, entry and front had snow/salt/water stains and few stains in multipurpose area. Needed cleaning before week-long national event. [redacted] assured me he could definitely "handle it"-he handles carpet cleaning for other churches; that we'd "be pleased with the finished job; their process superior to others that would saturate carpeting." Thurs., 3/6/14, [redacted], tech came to do job. I came out of office (plastic on shoes) and noted that the stains weren’t coming out after he’d gone to another area to clean. They advertise pre-treat; there was no pre-treating of the stains. I politely asked him why the stains weren’t coming out (this isn't oil, paint, etc.). I called [redacted] (owner) and let him know [redacted] was having difficulty with the stains; they weren’t coming out. He said he’d call [redacted] to find out what procedure he was using, after which [redacted] tried to explain to me that the sprayed materials (which looked like water) would crystalize and then he’d go over it with the large machine. It still didn’t work - stains looked worse than before. [redacted], tech, told me the carpet would look better when it dried-it would get lighter. I figured I'd be patient. Two days later-Sat. (a day before event starts), carpet looks worse. I'm mortified and embarrassed. I called [redacted] and left voicemail message. He again had tech to contact me. Tech started explaining the procedure again-NEVER OFFERING TO COME BACK OUT TO TRY TO FIX SITUATION. He started this lengthy cleaning explanation that I didn't want to hear or have time for; he should've applied it-not explain it. The owner should have contacted me to resolve this and NEVER did. I was not offered a resolution.Desired Settlement: Refund entire amount. The carpeting was left looking worse than before they cleaned it. Stains were darker. Two days after cleaning, the host pastor walked in and asked when we were going to get the carpet cleaned. I was truly embarrassed. Invitations for the week-long event were sent all over the country, and the carpet looked worse than it did prior to my contracting this vendor.

Business

Response:

Thank you for taking the time to read our response.

The carpet at this location is very old. We feel the carpets are at least 25-30 years old and in very bad

condition. Parts of this carpet are worn down to the binding. Carpet had not been cleaned for many

years. The expectation was for us to make this carpet look new again. We did everything in our power

to try to meet this expectation. We cleaned for 4 hours at this job. The carpet was just so old that

some stains released and some did not. The back room carpet was cleaned to their satisfaction.

We offered to return on the Saturday but we were told they are too busy. We have pictures of the

completed job and we are satisfied with the results given what we had to work with. Only a miracle

could have made this carpet look new again.

Consumer

Response:

I am rejecting this response because:

4/14/14 MY RESPONSE TO Revdex.com

1. Owner (vendor) walked thru temple with me before taking the job. Owner assured me he

could clean the carpet with his “oxygenated carpet cleaning ~ No other carpet cleaner uses our

exclusive method to get carpets clean. “ Owner mentioned he has other churches as

clients - he has experience in this type of carpeting.

2. The Temple carpeting is cleaned annually, as opposed to the lie given by Oxymagic. This year

was worse (water stains) due to harsh winter.

3. Carpet not worn down to binding. I’m now concerned that this vendor doesn’t know carpet

types/styles and is in the business he’s in. This carpet was never plush, shag, loop, texture

or twist; it’s a flat commercial grade carpeting, so it’s not worn down to the binding.

4. The technician was missing parts of the time he was supposedly cleaning; as I came

out of the office a few times and he was nowhere in sight. Four hours cleaning is a stretch.

5. No one asked vendor to make the carpet look new - it’s something HE promised - I just

wanted the carpet cleaned. You notice those words weren’t in my vocabulary - only his.

6. Back room was not cleaned to satisfaction. It was wet when I left on Thurs., and by

Saturday morning, large conference-style tables were set up in the area with handouts/literature

on them. Once they were taken down, I saw the same stains. (Again, per the tech, they looked darker

because they were wet; when they dried it was supposed to look better).

7. Again…The owner never called me regarding this job. Whenever I called, the call went to

voicemail and he had his worker (tech) call me back. On Saturday, the tech called but NEVER offered to

come back to do the job; he began explaining to me the PROCEDURE he used to clean - I didn’t

have time to hear this, as I expected him to know the procedure and DO IT WHEN HE WAS THERE.

Why should I sit and listen to him explain all this when I could be doing anything else.

I wasn’t satisfied with the job and had he offered, I would have more than readily welcomed him back

immediately as I was at the temple when he called. And I was highly embarrassed that

guests would be arriving within 24 hours

8. If the owner produces pictures, they’re most likely of a different job; there were no

pre- or post-pictures taken.

Regards,

Business

Response:

We did exactly what we said we would do as stated during the walk thru. He cleaned the carpet at this location. We were there for 4 hours. Some stains were removed and some stains were permanent. We do not guarantee stain removal. We have been a Revdex.com member since 2007 and never has a cus[redacted]er complained about service. The only way the Revdex.com can understand our position is to go look at this location.