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:09/13/2024

  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.

  Back in February 2024 i hired the company clean master to do a move out cleaning total cost $1006.00 i paid ****** with Citibank credit card. They did a terrible job stickers left on mirror, dirt on floors and left damage to my front lawn. At this time i disputed the charge and won. Clean Master charged my card a second time without authorization and i believe illegally and got their money. I truly think this is criminal behavior and should be made accountable. Sincerely ******* Pickard    

  

  Business Response

  Date: 11/06/2024

  This is ****. I dealt with Mrs. ******* on this complaint. She was unhappy with the service at the beginning and we were quick to rectify her concerns. The reason we did a "subpar" service initially was due to the fact the the house we were cleaning didn't have power. It was shut off for some reason and we were not informed of this before we drove over 30 minutes to the house in ******** from our HQ in *****. We did the best that we could with what we had at the time. After her initial complaint about the service, we told her about the electricity issue, and she apologized and had it fixed so we could go back and fix her complaints. We did so and she said she was happy with the results and paid the remaining balance by check. Months later she tries to revoke the deposit payment she made by credit card for these erroneous claims of poor service. We won the credit card dispute with her bank 3 times in a row. This customer is dishonest and should stop trying to disturb our business and discredit our reputation. We have the records of the bank disputes and how we won 3 times back to back.

  Customer Answer

  Date: 11/07/2024

  I am rejecting this response because:  The job was done half-ass. They were hired to do a move out cleanig, I was unaware that there was a power outage that lasted  4 days since I was not living there and they could have should have rescheduled. This has been a nightmare dealing with Clean Master.  When I spoke with them about the lousy job pointing out things that were not done they asked that i leaving the final payment because they would be back to finish.  They did return to get check and there were still issues.  Them damaging my front lawn was another bad! That's when the fight began to stop my inital payment of $506 on a credit card. I won the first  dispute in February and they recharged my credit card  illegally in March which i have continued to fight. Clean Master should not be allowed to take advantage of people.  I also feel that they should refund me the $500 they got from me because they charged my credit card twice and that i believe is criminal. I'm very angry at their response they have lied and the job was not done well or professionally. 
  

  

  Business Response

  Date: 11/20/2024

  Please see our response to Complaint #*********

  On February 2nd, 2024, I went on an estimate for ******* ******* at about 4pm. I met with Ms. ******* and looked at the job, it was a complete move out clean. I gave her an estimate with a price of$1,117.77 total. I then gave her a discount bringing the total price down to $1,006.01 for doing the whole package. We take a 50% non-refundable deposit upon scheduling the cleaning and the remainder is paid when the job is completed. Ms. ******* agreed to the price, signed the service agreement and gave us a credit card for the deposit amount of $506. Her cleaning was scheduled for February 5th, 2024. Her card number was left on file as the source for the remainder payment once the job was completed. On February 5th, 2024, a full team was sent out for the job 2 guys to wash the windows and steam clean the carpets, and 3 of our ladies for the house cleaning. After completing the job, we tried to run the card that Ms. ******* had left for the balance, but the card bounced. After multiple attempts to run the card, we were unable to collect the remaining balance. On February 7th, 2024, **** called Ms. ******* to inform her that the card she had given us was not working and there was still a remaining balance of $500.00. At this time Ms. ******* said that she had a complaint that there was a sticker on the bathtub that had not been removed and that the base boards had not been sufficiently cleaned. We said we would send the ladies back to take care of the issues. She stated that since the card was not working, she would leave a check for us to pick up after we came to fix the issues that she had stated. On February 8th, 2024, we cleaned the items in the complaint, finishing the job, and Ms. ******* paid us the remaining balance of $500 with a check. At this time, we understood that everything was fine, and the job was complete. **** called again to make sure Mrs. ******* was satisfied with the service, and she replied that she was happy with the cleaning after the girls came again. She did notify us of a rut in the grass made by our carpet van on her lawn which **** apologized for. She also asked if we had taken some of her window screens. We did not.

  On February 23rd, 2024, Ms. ******* contacted her credit card company to dispute the charge of $506 to her account. We did not receive this dispute from the bank due to mailbox issues. The amount was reversed in our account. We then charged the card again and collected our nonrefundable deposit. We called Mrs. ******* to try to understand why she was attempting to take back the deposit that she paid for our services, but she didnt answer until we called from a number not connected to Clean Master. She immediately hung up as soon as she heard my voice. Any and all attempts to handle this matter were rejected before it even began.

  Ms. ******* then disputed the charge again on April 18th, 2024. This time we did receive the paperwork, and we responded to the dispute with ******** with our signed service agreement and explanation of the incident. We won the dispute, and ******** returned our deposit in the amount of $506 back to our account.

  Again Ms. ******* disputed this charge on May 29th,2024. Again, we responded and resubmitted our evidence proving that we had done the job completely and followed every point of the service agreement. And once again we won the dispute.
  
  Regarding the complaint about the damage to her lawn, it was not something that could have been avoided. The carpet cleaning crew could not park on the street as it was a narrow road that regularly had both incoming and ongoing traffic, as well as it being too far for our hoses to reach the front door and still be able to complete the job on the carpets deeper into the house. We had to park on the lawn as there was truly no other place to put our vehicle. The rain exacerbated the situation as the ground was made very soft. Still, **** did apologize for the inconvenience that rut in your grass caused, even though there were no other options available to complete the job you requested of us. I am sure that now, 9 months after the fact, the grass has grown back and there are no signs of disturbance.
  
  Please see the attached documentation that was submitted each time for our response to the dispute from Ms. ******** As it shows that we have done the work completely and followed every point of the service agreement. And even after the decisions being found in our favor twice Ms. ******* is still trying to avoid paying us for the job we completed.
  

  
  

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:I am tired of of the lies from Clean Masters . First of all my credit card never bounced, I  did pay them with a check for $500 dollars and that was all the deserved.  I won my case against them end of story. They illegally charged my card a second time and that was not only criminal it was wrong. Clean Master did a lousy job and I  just want people to know . I should never of had to call in the first place to point out stickers left on mirrors and in bathtub, dirt on floors and there was plenty of room for carpet cleaning truck to park in order to do job. Instead the company parked on lawn and made a bigger mess. Stop making up lies and just accept your company FAILED this time. 
  

  

  Business Response

  Date: 11/21/2024

  see attachment