Complaints

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• Initial Complaint

  Date:19/03/2025

  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.

  March 3rd I requested a basic cleaning service. My main priorities were the inside of the oven, wiping down the kitchen cabinets, and cleaning the mirrors in the bedroom and living room. I understood that the standard cleaning service would also include dusting and vacuuming the living room, bedroom, hallway, washroom, and kitchen. These tasks was not done. Please see photos of the substandards this cleaning service provided.I also requested for the carpet to be cleaned. I have attached photos of the quality of work. This task was not done because the carpet cleaner was broken, and it appears the second machine didn't have strong enough solution to clean the rug. As a result, the rug was not cleaned properly. I have attached a letter that I sent to the owner named *****. Another owner named ***** and different office personal made it difficult communicating with this business. I have paid for services rendered. I am now being harassed, multiple invoices and threats to damage my credit rating. This needs to stop.

  Business Response

  Date: 19/03/2025

  I am writing to formally clarify the details regarding the cleaning service provided to ***** Dual on March 3rd, including the services rendered, the correction requests, and the outstanding balance on her **************************** Provided as Per Customers Instructions:
  
  On March 3rd, we completed the Regular Cleaning Service, Carpet Cleaning, and, as a complimentary service, we also cleaned the inside of her oven per her request. The specific tasks performed were as follows:
  
  1. Living Room:
   Cleaned the large mirror.
   Dusted/vacuumed window frames, tracks, and moldings (inside only).
  2. Kitchen:
   Cleaned inside the oven.
   Cleaned cabinets (inside and outside).
  3. Bedroom (1):
   Cleaned the full-length mirror.
   Cleaned the sliding glass door (both sides).
  4. Bathroom (1):
   General cleaning.
  5. Carpet Isaet:
   Cleaned the carpet in the entry hallway and living room.
   Cleaned the bedroom carpet.
  
  Correction Requests & Customer Cancellation:
  
  After reviewing the completed service, the customer raised two concerns:
  1. Oven Cleaning: She claimed the inside of the oven was not cleaned properly. This issue was corrected immediately on-site.
  2. Carpet Cleaning: She was dissatisfied with the carpet cleaning. As per our policy, which allows corrections at no additional cost within 24 hours, we called the same day to schedule the correction. However, the customer declined the immediate correction and instead requested it be scheduled for Saturday.
  
  On the agreed-upon date (Saturday), our technician arrived at 9:21 AM, well within our 30-minute arrival window (for a scheduled 9:00 AM correction). Despite this, the customer refused service, claiming the technician was late. She then demanded a refund, even though the service had not been fully paid for.
  
  Outstanding Balance & Collection Notice:
  
  The total amount for the services rendered was $337.05. The customer made a single partial payment of $142 via bank transfer only after multiple requests for payment, leaving an outstanding balance of $195.05.
  
  Given the lack of payment despite multiple follow-ups, this outstanding balance has now been transferred to collections.
  
  Final Clarification:
   We do not issue refunds for unpaid services.
   The technician arrived within the policys allowed time window, but the customer refused service.
   We have fulfilled our contractual obligations, including offering a correction at no additional charge.
   The outstanding balance of $195.05 remains due and has been escalated to collections.
  
  Please let us know if any further clarification is required.

  Customer Answer

  Date: 20/03/2025

   
  Complaint: 23085085
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Dual

  FOR THE **** OF CLARITY:

  ******** Room:
  Cleaned the large mirror.
  I dusted/vacuumed the living room. There was no need to dust the window frames, tracks, and mouldings because my place was recently painted.
  2. Kitchen:
  Cleaned inside the oven. The oven was left as noted in the photo. Photos do not lie.
  Cleaned cabinets (inside and outside). Photos dont lie here are two more photos of the inside cabinets.
  3. Bedroom (1):
  Cleaned the full-length mirror.
  Cleaned the sliding glass door (both sides). There are no sliding doors in the bedroom.
  4. Bathroom (1):
  General cleaning.
  5. Carpet Isaet:
  Cleaned the carpet in the entry hallway and living room. The carpet cleaner was broken and just wet the rug it looks the same. The second carpet cleaner that arrived, didnt complete the job because the solution was not strong enough, nor was the machine.
  Cleaned the bedroom carpet. This is not true, it is still unclean as shown in the photos.
  
  Correction Requests & Customer Cancellation:
  
  After reviewing the completed service, the customer raised two concerns. I had no opportunity to review the completed service, the two cleaners left before the 2-hour framework. At this point, I didnt know what they did. My rug was soaked with water, and the technician, Isaet, sat on the hallway bench waiting for another vacuum cleaner. My place was in a disarray.
  1. Oven Cleaning: She claimed the inside of the oven was not cleaned properly. This issue was corrected immediately on-site. This issue was not corrected. The outside of the stove was left with a soapy residue, Isaet cleaned the outside. As for the oven, I discovered a soap residue Sunday, March 9th when I was going to bake something. Photos are time-stamped to prove this statement. 
  2. Carpet Cleaning: She was dissatisfied with the carpet cleaning. As per our policy, which allows corrections at no additional cost within 24 hours, we called the same day to schedule the correction. One Service called the next day. However, the customer declined the immediate correction and instead requested it be scheduled for Saturday.
  
  On the agreed-upon date (Saturday), our technician arrived at 9:21 AM. This statement is inaccurate. I waited till 9:30 am, then called the office to inquire whether the technician, ***** planned on showing up. Someone from the office texted me back with an explanation. ***** arrived 9:55 am. Fifty-five minutes late is not well within our 30-minute arrival window(for a scheduled 9:00 AM correction). Despite this, the customer refused service, claiming the technician was late. She then demanded a refund, even though the service had not been fully paid for. 
  2.I have paid for services that were completed - and will not pay for services that were not done. One Service has fabricated their story, and if they continue to harass me with multiple bills, a collection officer, including name-calling - as ***** did over the telephone, I will take legal action.
  
  

   

  Business Response

  Date: 21/03/2025

  Dear ****** *******,
  
  Thank you for the opportunity to provide further clarification regarding the complaint submitted by ************** (Case ID: *********.
  
  On March 3rd, 2025, Fresh One Cleaning Services completed a scheduled Regular Cleaning and Carpet Cleaningservice for Ms. ***** along with a complimentary oven cleaning as per her instructions. The tasks carried out are outlined below and were performed according to her initial request:
  
  Services Completed:
  
  1. Living Room:
   Large mirror cleaned.
   Window frames, tracks, and moldings dusted/vacuumed (inside only).
  
  
  2. Kitchen:
   Inside of the oven cleaned.
   Cabinets cleaned inside and outside.
  
  
  3. Bedroom (1):
   Full-length mirror cleaned.
   Sliding glass door (cleaned both sides if this was not in the bedroom, it was addressed as per visible layout).
  4. Bathroom (1):
   General cleaning completed.
  5. Carpet Cleaning:
   Carpets in the living room, hallway, and bedroom were cleaned.
   We used professional-grade, high-power carpet cleaning machines, which are among the most advanced available in the market. Weve attached photos of the equipment we use for your reference.
  
  Ms. **** did not raise any concerns during or immediately after the service. When she later communicated that the oven had not been cleaned to her satisfaction, we promptly addressed the issue on the spot, correcting it during the visit.
  
  
  Regarding the carpet, she later expressed dissatisfaction and requested a correction. As per our company policy, we offer free corrections within 24 hours. We contacted her the same day to book this, but she declined immediate assistanceand requested that the correction be scheduled for Saturday instead.
  
  
  On the agreed date, our technician arrived at 9:21 AM, which is within our standard 30-minute arrival window. Despite this, the customer refused to allow the technician to perform the correction and instead demanded a refund.
  
  
  Outstanding Balance:
  
  
  It is important to note that Ms. **** has only made a partial payment of $142.00, whereas the total service cost was $337.05. This leaves an outstanding balance of $195.05, as reflected in the attached invoice. Despite multiple follow-up requests for payment, the balance remains unpaid. As a result, we had no choice but to escalate the account to collections.
  
  
  Ms. ****s continued refusal to allow corrections, rejection of service when within policy timeframes, and demand for a refund on an unpaid balance raises serious concerns. From our perspective, this appears to be an attempt to benefit from the service without fully compensating the company, which may constitute a fraudulent act.
  
  
  Furthermore, there were no instances of name-calling or unprofessional behavior on our end. All communication with the client has been respectful, well-documented, and in line with our professional standards.
  
  
  We have gone above and beyond to resolve this matter in good faith and remain willing to reach a fair resolution. However, we cannot issue a refund for services not paid in full, nor can we accept allegations that are inconsistent with our records and efforts.
  
  
  Please find attached the following supporting documents:
   Invoice showing partial payment and outstanding balance.
   Photos of our carpet cleaning equipment.
   Screenshots of communication with the client, including correction scheduling.
  
  
  We thank the BBB for its assistance and are committed to maintaining the highest standards of professionalism and transparency.
  
  
  Sincerely,
  *****
  Fresh One Cleaning Services

  Customer Answer

  Date: 21/03/2025

   
  Complaint: 23085085

  Unfortunately, I am rejecting One Services response for the following reasons:

  * *********** did not fulfill what they outlined in the invoice. I have paid them for the services that they did do.

  * They have publicly posted my name on ******** and have labeled me as a 'Known non-payer' - this is more evidence of how the owners retaliate instead of taking ownership. In all fairness, I posted the images because I don't want anyone else to be treated so disgracefully. 

  re: ******* ******
  WARNING: False Accusations by ***** Dual A Known Non-Payer
  We are aware of a defamatory and completely false message circulating about Fresh One Cleaning Service involving an individual named ***** Dual. Let us set the record straight. See more

  * The owner *****, wrongly labelled me a racist over the telephone, harassed me with multiple invoices, and followed up with a collection officer who threatened to ruin my credit rating despite the fact I had paid them for the services that they delivered. 
  
  It's unfortunate that the owners refuse to take responsibility for not delivering services to industry standards. No amount of gaslighting or threats will change my position. Legal action will be taken if anymore untrue, derogatory statements continue.