Complaints to BBB reveal pattern of false advertising, inflated pricing and shoddy workmanship
The Better Business Bureau (BBB) serving Cincinnati is warning consumers about “Breeze Carpet & Ventilation Cleaning” a local business that has received more than 25 complaints from area consumers for reasons including false advertising, inflated prices and poor quality of cleaning.
“The complaints that the BBB has received for this company reveal a pattern of false advertising, overcharging and poor workmanship, “ said Jocile Ehrlich, President and CEO of the BBB serving Southern Ohio, Northern Kentucky and Southeast Indiana. “While the company is good about responding to complaints brought to them by the BBB, they have done little to address the underlying problems that are creating so many disgruntled customers.”
Breeze Carpet & Ventilation Cleaning is advertising by direct mail carpet cleaning for only $6.95 per room up to 5 rooms for a total of $34.75. According to their advertisement, the coupon price includes “maintenance cleaning for lightly soiled carpets” and a free demonstration of the deep scrub method. Currently, the pricing is $8.95 per room up to 5 rooms for a total of $44.75.
Complaints to the BBB report that, upon arriving at the home and performing tests of the carpet, the price quoted may jump from the advertised $6.95 per room or 5 rooms for $34.75 to several hundred dollars. One complainant spent over $800 for carpet cleaning services. Customers have also reported dissatisfaction with the quality of the cleaning and customer service concerns.
BBB Investigation
Back in September of 2007 the BBB checked the offer out on its own, a technician arrived in an unmarked vehicle identified only by a T-shirt with the company’s name printed on it. He unloaded equipment out of his car and got to work “testing” the carpet. We were shown large squares in each of the three rooms showing the deep scrub method which was recommended due to the heavy soil condition. We were provided with an estimate for $455.00. When that price was declined, the technician called in to his boss and reduced the price to $292.00. We declined and requested the $6.95 per room cleaning as advertised.
This cleaning did not remove any spots or stains from the carpet or matched their deep scrub demonstration squares. A few days later, the BBB had another carpet company come out to inspect the cleaning job. That company cleaned the carpet, blended the demonstration areas and removed all spots with a service that cost $116.40.
When the BBB presented this information to the owner of Breeze, Charles Cohen, he agreed to meet with us by phone to discuss the matter. However, we were unable to reach an agreement to resolve the underlying issues presented in the complaints. Further investigation indicated that Mr. Cohen is associated with carpet cleaning companies using similar methods in Memphis, TN, Louisville, KY and Richmond, VA. Most recently Mr. Cohen indicated that Breeze Carpet Cleaning is under new ownership. For the names of Mr. Cohen’s companies in the above areas go to Cincinnati.bbb.org and click on “For Consumers” then click “Check out a Business or Charity”.
Based on BBB files, this company has an unsatisfactory record with the BBB due to pattern of complaints and has failed to correct the underlying reason for the complaints. Even if the company "resolves" all of the complaints, if complaints continue to be about the same issues, the company hasn't addressed the core concerns. BBB is aware that only about 1 in 20 customers with a problem bother to file formal complaints. This is our way to address a situation in which a company may "resolve" a complaint by refunding money without addressing any issues.
BBB Advice on Choosing a Carpet Cleaning Company
When choosing a carpet cleaning company, the BBB recommends that you consider several factors besides price and advertised promotions.
- Start your search with BBB. Our website, www.cincinnati.bbb.org has a directory of BBB-accredited businesses that have proven their commitment to keeping their customers satisfied. Our website also provides free reliability reports on over 39,000 number of Cincinnati businesses which show the number and nature of complaints received by the BBB.
· Find out what kind of equipment they use and what type of cleaning method will be used. Additionally ask what services are included in the price quoted. Ask what solutions are used to clean under each level of services. Ask what additional services may be offered to you at the time of the cleaning and what the prices are for those services.
· Know that advertised cleaning should satisfactorily clean your carpets; the price may increase when services are added, such as moving large furniture or cleaning draperies or furniture.
· Be on the alert of the use of high pressure tactics. These can include: instilling fear, demonstrating cleaning services in high traffic areas, and lowering the price when the customer refuses the higher-priced services.
· Ask if the company has any training or certifications.
· Always ask for referrals from friends and family.