Complaints

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• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 7/2/25 and date of service 7/10/25. Amount paid $1,089.20. The contract was for a move in full deep clean of our new home. The home was freshly painted throughout, as well as all doors, trim, and ceilings so none of that was cleaned although included on the contract (they said they took money off for this but barely). This business charged us for cleaning of the kitchen, all appliances, bathrooms, dusting of fans, walls, vents, cleaning of the Inside of the windows, cleaning tracks of windows, dusting all blinds, light fixtures, vacuuming of steps, carpets and floors which was not performed in a manner that anyone would deem satisfactory. Please see listed photo of the invoice as well as a few (out of many) photos of the cleaning. I have 60 others photos as evidence. We called them after service on 7/10/25 at 15:13 to come and look at the cleaning job that was beyond unsatisfactory. The next morning I did receive a phone call and was told I called the wrong number and that they do not offer refunds but could come back to reclean as well as an offer to return to clean as well as an offer for 4 month complimentary cleaning. We were moving in the day after the cleaning was done which allowed no time for them to return to redo the cleaning job they were hired to do in the first place. With all due respect, if a cleaning company cannot do their job the first time I am unsure as to why I would allow them to come and try to reclean. They already showed their work was unprofessional and not up to standards. I think they false advertise and portray a professional website while their work is a scam and I feel others in this area should be made aware of this so they do not fall into the same trap that we did.

  Business Response

  Date: 07/22/2025

  To Whom It May Concern,

  
  We appreciate the opportunity to respond regarding this matter. We take great pride in the quality of our work and the satisfaction of our clients, and we are genuinely sorry to hear that this client felt disappointed with their experience.

  Prior to scheduling, the cleaning was $1,284.44. After talking with the husband, I discounted the cleaning $256.89 due to the walls, door, baseboards and trim recently being painted. The cleaning was priced out at $1,027.55 plus tax. 

  In this case, our team completed the full scheduled service time, and based on our job form, cleaner notes, and before-and-after photos, it appears that the work was completed as outlined and expected. From our review, the property was serviced thoroughly, and internal photos reflect a professional deep clean was performed.

  Following the clients concerns and pictures, there was a disconnect between our internal evidence and the client's. The client called in after hours and left a voicemail and emails asking for someone to come look. Since no one was in the office, I returned her call the morning following. In good faith, we offered a complimentary return visit to address any remaining concerns at no additional cost, which is standard practice for our company. However, since the client completed the cleaning themselves shortly after our service, a reclean was no longer possible. 

  While we do not provide refunds when a reclean cannot be performed, we offered four complimentary monthly cleanings as a goodwill gesture in an effort to resolve the matter. Unfortunately, this offer was declined.

  We believe our team acted professionally, completed the work as scheduled, and followed all proper procedures. We regret that we were unable to meet the clients expectations, but we feel that we fulfilled our obligations and made every reasonable effort to resolve the situation.

  Sincerely,
  ****** ****
  Director of Sales & ******************start="1593" data-end="1596"> Plum Pristine Clean