Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2022

  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.

  Came to clean the house, but did not clean. Pain $479.90 and they offered a $20 refund. Spoke to Cassidy W**** and she stated that the pictures show it not being cleaned, but they could only off a partial refund of $20. This is fraudulent as I paid for a service I did not receive.

  Business Response

  Date: 12/06/2022

  My company performed move-out cleaning services for Mr. M**** on Monday, December 5, 2022. Mr. M**** emailed my office after business hours to complain that the microwave and the interior of a cabinet within the residence serviced were not cleaned adequately. I reached out to Mr. M**** the following morning, Tuesday, December 6, when I saw his email from the previous evening. Per our company policy, I offered a no-cost reclean or a partial refund. Due to the fact that Mr. M****’s complaint only included the microwave and inside of a cabinet, I offered him a refund of $25-$30, which is reflective of the amount of the cleaning he was unhappy with. Mr. M**** indicated that he would not need either option since he had already claimed the charge as fraudulent with his bank and he was certain the bank would be refunding him. It is my understanding that since Mr. M**** knowingly and willingly paid for the service he received that the bank is unlikely to honor that claim. Attached are both Mr. M****’s emailed complaint which illustrates the small area he was dissatisfied with as well as the call recording in which he expresses he would not like the reclean or partial refund. I have also attached voicemail and a written transcript of said voicemail in which Mr. M**** expresses that due to the circumstances in the home the entire home will not be able to be cleaned and that he understands and is okay with that. I am unable to provide a full refund for Mr. M****’s dissatisfaction with one small area of service, nor do I understand why Mr. M**** would escalate to making fraudulent bank claims nd BBB complaints when he expressed he was uninterested in any of our offers to correct the areas he was dissatisfied with.

  Customer Answer

  Date: 12/06/2022

  
  
  Complaint: 18530417
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  John M****

  Business Response

  Date: 12/07/2022

  I'm unsure of what Mr. M**** intends to accomplish here as he refused to even discuss options with my business or elaborate on his rejection of our response. I have once again attached call recordings and transcripts of those attempts and implore the BBB to close this complaint based on the overwhelming evidence that it is lacking any shred of validity. Mr. M**** is stating he did not receive a service that he very much did receive, a fact he has confirmed by his own admissions. 

• Initial Complaint

  Date:11/16/2022

  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.

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  That's just not true - I never received any correspondence that circumstances changed prior to the scheduled recleaning; they simply did not show up and did not respond to my calls or texts. I never asked for a refund, initially. They agreed to return the next day to complete the job, which is all that I wanted. I was fine paying full price so long as I received the services I paid for. If a 2nd cleaning crew returned the next day, as was the agreement, they would've seen for themselves. I made arrangements for the initial cleaning and for both reschedules, and have now lost the opportunity to clean my house before guests arrive this week to stay. I was working while they were cleaning and did not have time to check on them to ensure they completed the job. When I had a chance to actually inspect their work, I immediately let the company know the areas they failed to clean. I wasn't going to withhold payment, which is why I called in to ensure they were paid. I'm not sure how the recording of me doing so is in anyway relevant to the unacceptable way in which this particular "manager" handled the situation.
  
  
  
  It was only after I texted ******* that I would be filing a complaint with the BBB that she finally responded and said that due to my "harassment and threats she would no longer feel safe in my home and would not be communicating further with me". I also have receipts of all communication and am happy to share. I called ******* and the main line twice before receiving an error message that their phone numbers had been disconnected. Their refusal to have a simple conversation with me or offer an explanation only lends further credence to the idea that this is either a scam, or a poorly-led company with an extremely unprofessional manager. I paid $60/hour to have my floors mopped and windows cleaned.
  
  
  
  Regardless if this is public or not, releasing my credit card information is clearly a violation of my personal privacy and I will now be escalating this to law enforcement. This example of brashness further speaks to their negligence and incompetence.

  Business Response

  Date: 11/16/2022

  In regards to Ms. ******** complaint, a team of cleaners did go to her house to perform deep cleaning services. After the appointment, I spoke to Ms. ****** on a recorded line to process her payment and she informed me that she was satisfied with the services. The next morning, she decided she was no longer satisfied. After speaking to the employees who had done the job at Ms. ******** home, they informed me that she checked behind them at the time of service and that she also told them everything looked great. When I asked Ms. ****** why she would confirm twice that she was happy if she was not, Ms. ****** began harassing and threatening me personally. At this point, I determined it was no longer safe to send my staff to her home based on the interactions I had with Ms. ******. I am happy to provide call logs of the 20+ consecutive calls to our office made by her as well as the recording of the call in which she paid for the services and assured me everything was satisfactory. I also have before and after photos of the work done in her home if I need to provide them. It is my belief that Ms. ****** has bullied her way into refunds in the past with other businesses and believes she can berate and threaten my business into also giving her a refund. Ms. ****** conveyed to me that if we did not give her a full refund she would contact the BBB. It is my understanding that the BBB does not intend to serve as a channel for consumers to strongarm and intimidate businesses. I have attached the aforementioned call recording in which Ms. ****** states verbatim "they did a really great job."
  See Attachment/File: ************* 1.mp3

  Customer Answer

  Date: 11/16/2022

  This company charged me $360 for their "deep clean" package. The package covers many cleaning services explicitly outlined on their website, however they did not provide half of those services. My home was left uncleaned and several areas untouched. There were three cleaners sent to my house that stayed for about two hours. At the time of payment, there was some miscommunication regarding my satisfaction as I had not had the chance to thoroughly inspect my home. After reaching out to complain, they responded promptly to offer a recleaning free of charge as early as the next day. We rescheduled, and on the day of they no-show, were completely unresponsive and blocked my calls. After I sent a message that I would take further action, they said they would not be communicating with me further due to my threats and they won't be doing a reclean because they do not feel safe in my home. The company is misleading and a scam - I did not receive the services I paid for. The main contact I communicated with is ******* *****, and you can see on the attached photo that she is posting fake google reviews to falsely advertise her business.

  Business Response

  Date: 11/21/2022

  It is the opinion of this business that Ms. *******s responses here within her BBB complaint demonstrate the same hostility that created an unsafe work environment for our employees. This business is willing to offer a partial refund to Ms. ****** in the sole interest of not having to endure more of her harassment and volatile behavior. It would behoove Ms. ****** to remember that information submitted to the BBB is private and that the call I submitted for their review, in which Ms. ****** has no complaints regarding the service, began with a disclaimer that calls are recorded for quality assurance in instances such as this. Ms. ****** seems determined to continue harassing and making threats regardless of there being no discernible shred of legitimacy of her complaints.