ComplaintsforThe Cleaning Authority

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/10/23 a cleaning authority cleaning crew came to our house to provide cleaning service. One of the workers broke a vase while cleaning, the vase has sentimental value as it was a vase that was given to my mother from my wife, mother passed away in 2022. This is also the fourth time we have had an incident where one of the cleaning workers damaged or broken an item in our home. They broke two candle holders and a light bulb, however you can't put a price on such a item that has that kind of sentimental value. My wife called cleaning authority to complain and let them know about the broken vase, but no compensation or resolution was provided, my wife who was more angry for the lack of empathy from cleaning authority, asked if she could be contacted by the owner of the business as this is a delicate matter to her which she would like to see resolved. Today is 8/27/23 17 days later no one has called her and now my wife is not only upset but also hurt. What we are seeking is because this is happened for the fourth time and the vase was an item that can't be replace, we are asking for a free cleaning which we think is reasonable and should have been offered in the first place when my wife called to complain. We are loyal cleaning authority customers for quite some time and they should value us and should not want to lose our business, and don't want us to say anything negative about them to friends and family about using their service. My wife usually always tip the workers $10 each, although she was upset that the vase was broken, she still tipped the worker that broke the vase $10 which speaks to her character. Cleaning authority should step up and go above and beyond to make this right.

  

  Business response

  09/04/2023

  We have been providing our cleaning services to this client for over three years, and we highly value their loyalty.
  
  While we pride ourselves on efficient and respectful service, accidents can occasionally happen. We apologize for any inconvenience caused during the recent cleaning on 8/10/23.
  
  Our customer service team was in contact with the customer upon their initial complaint. However, we understand their concerns,and we have reached out again to ensure a satisfactory resolution.
  
  Our office is fully staffed and ready to assist customers with any questions or concerns. We are committed to delivering excellent customer support and maintaining a positive client relationship.
  
  Thank you for your attention to this matter. 
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for professional detail cleaning service but it was shoddy with several areas left uncleaned. Contacted company and they tried to send another team which didn't do any better. All the areas that were left out were shown to them and images/videos sent to company documenting they failed to fulfill the contractual obligation and hence cancel. Spoke to customer service explaining the reason and was willing to pay for the first service because they atleast attempted to redo but nothing more to which they agreed but sneaked in cancellation charges later. Having been cheated, I dont want to pay for the service at all as they didnt clean per contract and wasted my time. I had to schedule with another service. I had hoped a professional company can do its job as advertised especially since they charge nearly 1.5 to 2x compared to others. Very bad service and only hollow promises. I bet they know their standard hence they tack on the cancellation clause. Stay away and save your money/peace

  

  Business response

  09/22/2021

  See attached pdf for response - character limit is too short in the provided response field.

  Customer response

  09/23/2021

  Bottom line is if you dont clean per agreement, you dont deserve to get paid. See attached file for full response with sample pics and more as limited by word count.
  

  

  Business response

  09/28/2021

  I really dont know what more there is to say on the matter.  The customers initial assertion was that we didnt fulfill our end of the agreement and assessed a hiddenearly termination fee.  Now they are conceding they were aware of the fee and are merely upset that it was correctly processed,using the payment method they provided, upon their request to terminate the services early.  All of our services are guaranteed with 24 hours and we fulfilled that obligation by sending a crew out to reclean areas of concern the following business day.  The client was still dissatisfied with the work and asked to be removed from the schedule.  Per the service agreement and service guarantee, they had the option to have another crew come out to correct areas of dissatisfaction but chose not to.  The customer is incorrect about their bottom line statement in the previous BBB submission, nothing within the terms of service (attached) offers refunds for work dissatisfaction, and we wish them the best of luck with their previous cleaner.  No refunds will be issued. 

*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. ↩