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:29/09/2025

  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.

  I hired Fresh Lily Home Cleaning to clean our new home before we moved in. The results were unacceptable floors were filthy (our feet turned black walking across them), windows were untouched, and there were still dead bugs and webs throughout the house. We had to re-clean the entire home ourselves the same day.I sent the business photos showing the poor condition, but instead of apologizing or addressing the issue professionally, the owner was rude and dismissive. The invoice claimed 6 hours of cleaning, even though two cleaners were only present for 3 hours. When I raised this, she offered to remove an hour, which does not reflect the reality of the incomplete job.When I refused to pay the full amount for an unfinished service, she became aggressive, contacted my fianc instead of me, accused me of planned sabotage, and even threatened to place a contractors lien on our house which is completely inappropriate for a cleaning service.Resolution Requested:A corrected invoice reflecting no more than $100 payment for the partial work performed.An acknowledgment of the unprofessional conduct and inaccurate billing practices.Assurance that this company will not continue harassing us with threats over an invoice for work that was not completed.

  Business Response

  Date: 23/10/2025

  **Response from Fresh Lily Home Cleaning**

  
  

  Fresh Lily Home Cleaning takes pride in providing thorough, high-quality service to all our clients. We are disappointed to hear that this customer was dissatisfied, but the account provided in their complaint is not accurate.

  
  

  Our records, including time-stamped entries and internal logs, show that two cleaners were present for 3.5 hours, totaling **7 labor hours** a standard and clearly explained billing method in our company policies. The customers ***** was made aware of this before work began and understood that labor hours refer to the total time worked by all cleaners combined.

  
  

  Before the cleaning, I informed the customers fianc that I **did not feel comfortable sending the team that day**, as the cleaners had been **sick the night before**. However, the client insisted that the work proceed as scheduled. We proceeded in good faith to meet their moving timeline.

  
  

  The cleaning team worked diligently but felt **stressed about the time**, as the quote provided was for **6 hours total**, and they wanted to respect the customers budget and expectations. While this may have caused a few minor areas to be missed as the house was very dirty, the home was cleaned to a professional standard overall. It is also important to note that **windows were never included in the deep clean service** that was agreed upon.

  
  

  After the cleaning, the client expressed dissatisfaction and sent photos. Although the photos did not accurately reflect the overall condition of the home, we immediately offered to send a team back **free of charge** to address any areas of concern. The client declined this offer.

  
  

  Our team uses **washable microfiber mop cloths** and professional-grade equipment to ensure that floors are properly sanitized and streak-free. We stand by the quality of the work performed.

  
  

  At no point was the client treated rudely or unprofessionally. When she refused to pay any portion of the invoice, we reminded hertruthfullythat under **Ontario law**, nonpayment for contracted work can lead to collection efforts or a lien. This was not a threat, but a statement of our legal right as a service provider for work already completed.

  
  

  However, after observing the clients continued unwillingness to resolve the matter respectfully, I made the decision to **delete the invoice entirely** and end communication, as it was clear the customer **intended to receive the service for free**. I chose to walk away rather than engage in further conflict. The client also left a nasty review on ****** reviews. 

  
  

  Fresh Lily Home Cleaning values integrity, fairness, and professionalism, and we are confident that our actions were consistent with these values.

  
  

  We respectfully request that this complaint be closed as **resolved and unfounded**.

  
  

  Sincerely,

  ******* ********

  Owner, Fresh Lily Home Cleaning

  ******, ************;

  ?? ************

  *************************************** 

  
  

  
  

  
  

  Business Response

  Date: 23/10/2025

   

  Response from Fresh Lily Home Cleaning

  Hello Raana,

  We are sorry to hear you were dissatisfied, but we would like to clarify the situation for accuracy. Two cleaners worked for 3.5 hours, totaling 7 labor hours, as explained before the work began. The quoted time was 6 hours, and our team worked diligently to complete the service professionally.

  I informed your fianc that I did not feel comfortable sending the team that day because they had been sick the night before, but the work proceeded at your insistence. While minor areas may have been missed due to the homes condition, the cleaning was completed to a professional standard. Windows were not included in the agreed-upon deep clean service.

  After the cleaning, we received photos of your concerns and offered to return free of charge to address any areas you felt needed attention. This offer was declined. At no point was anyone rude or unprofessional. When payment was refused, we explained that under Ontario law, nonpayment for contracted work can lead to collection or a lien a factual statement, not a threat.

  After seeing no willingness to resolve the matter respectfully, I deleted the invoice and ended communication, as it was clear the service would not be paid for.

  Fresh Lily Home Cleaning takes pride in providing high-quality, professional cleaning services. We value integrity, fairness, and respect for our clients and staff, and we always strive to ensure a positive experience for every customer.

  Sincerely,
  ***** ******
  Owner, Fresh Lily Home Cleaning

   

  Business Response

  Date: 23/10/2025

   

  Fresh Lily Home Cleaning did not harass the client or their family. At no point was communication aggressive or continuous. After observing that the client had no intention of resolving the matter respectfully, I made the decision to delete the invoice and end communication, to prevent further conflict.

  Despite this, the client continued to post negative reviews across multiple platforms. It is clear that their intent was to cause maximum reputational damage, not to resolve a legitimate dispute. Fresh Lily Home Cleaning values integrity, fairness, and professionalism, and we acted responsibly throughout this situation.

  ---

   

  Customer Answer

  Date: 24/10/2025

  Complaint: 23946947
  
  I am rejecting this response because:
  
  I strongly disagree with Fresh Lily Home Cleanings version of events, which contains several inaccuracies and omits key details.
  
  1. The Issue Was the Quality of the Cleaning Not the Hours
  At no point did I dispute the hours worked or billed. As I told the owner directly, it didnt matter if the cleaners were there for one hour or ten the problem was that the house was not cleaned properly. This was a move-in clean, and yet the home was left visibly dirty, with debris on the floors, dusty surfaces, and unclean baseboards. The work did not meet professional standards.
  
  
  2. Cleaners Were Sent Despite Being Sick
  The owner acknowledged the cleaners hadnt felt well the night before, but that does not excuse poor workmanship. We agreed to proceed expecting a complete, high-quality cleaning. If the cleaners were unable to perform to standard, that was a management decision, not ours.
  
  
  3. Incomplete and Below-Standard Work
  The home was not move-in ready after their visit. The photos we provided accurately reflected this. The companys attempt to minimize these concerns is disappointing.
  
  
  4. Offer to Return Didnt Address the Problem
  While the company offered to come back, that doesnt erase the fact that the original job was subpar. Given the experience and tone of communication, we no longer felt comfortable proceeding. A sincere apology and reasonable discount would have resolved the issue professionally.
  
  
  5. Inappropriate Communication
  The mention of collections and liens was entirely inappropriate and came across as a threat. We did not refuse to pay we disputed the charge for a service that was not properly completed.
  
  
  6. We Were Never Seeking a Free Cleaning
  Our intention was to hire Fresh Lily for ongoing monthly cleanings had this initial service gone well. Money was never the issue; we simply wanted the job done properly. A fair resolution and acknowledgment would have gone a long way.
  
  In summary:
  This complaint was made in good faith. The companys response deflects responsibility and misrepresents what occurred. I ask that the BBB keep this complaint open to accurately reflect my experience.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 28/10/2025

  The texts were not in order

  I apologized after I thought I had already. However, I was more concerned with rectifying the situation to ensure satisfaction. 

  This was met with refusal. 

  Although I wish the person the best there's no stopping an argument unless I shut it down. 

  The fact that they spread across platforms is evident this is personal and pride plays a huge role. 

  I've apologized, as again I'm sorry you were not happy with the job or the solution I provided. 

  I deleted the invoice and have detached myself from further attacks on myself my staff and my business. 

  I thank you for your understanding of my desire for peace. 

  
  

  
  

  Business Response

  Date: 28/10/2025

  
  

  > I appreciate the opportunity to respond and would like to clarify a few important details.

  >

  > My communication with you was always focused on resolving the matter and ensuring your satisfaction. When you expressed concerns about the cleaning, I offered to return to correct any areas that might have been missed, but that offer was declined. Despite this, I still apologized and deleted the invoice completely, releasing you from payment in good faith. My goal was closure and peace, not conflict.

  >

  > The night before the cleaning, I was informed that the cleaners hadnt been feeling well. Out of caution, I offered to postpone the cleaning until the following week. However, your husband responded that the wife wants it done tomorrow morning, (in other words "the wife isn't having it) so the appointment proceeded at your request. I was also under added pressure to complete the job, as your fiancs mother has been a valued client of mine for many years, and I wanted to uphold that trust and maintain the relationship.

  >

  > I did communicate about collections only after multiple attempts to reach a resolution were met with hostility. Once I realized that continuing the discussion would not bring peace, I chose to delete the invoice and disengage entirely.

  >

  > I am sincerely sorry that you were unhappy with the service, as I always strive to maintain professionalism and high standards in every job. However, when resolution efforts are declined and the matter continues across multiple platforms, the most respectful choice is to let go and move forward peacefully.

  >

  > I wish you and your family the very best and thank you for understanding my desire to protect my staff, my business, and my peace.

  >

  > ***** ******

  > Owner, Fresh Lily Home Cleaning

  Customer Answer

  Date: 30/10/2025

  The business owner demonstrated no genuine intention to resolve the issue and communicated in a manner that was both unprofessional and disrespectful. At no point was there an apology, acknowledgment, or accountability for the poor service provided. Instead, I was met with excuses, dismissive remarks, and a defensive attitude. This behavior reflects a serious lack of customer service and professionalism. Its worth noting that the owner stated that the invoice was voided after I filed this BBB complaint not as a proactive attempt to make things right. Prior to that, the business showed no willingness to address or correct the incomplete work.