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:10/24/2025

  Type:Billing 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.

  Disputing charges for services not received or minimally received

  

  Business Response

  Date: 10/25/2025

  Emergency Cleanings Operations Department ******************************************************************* ********************************** October 24, 2025
  To: Mrs. ******** ***** ************************************** **********************************
  Subject: Response to Credit Card Dispute and Service Concerns ******************************************
  
  Dear Mrs. ******************* you for taking the time to outline your concerns in detail regarding the recent hoarding remediation project at ***************************************************************************** We sincerely regret that aspects of the service did not meet your expectations, and we appreciate the opportunity to respond with transparency and respect. Our primary objective is to reach a fair and constructive resolution for both parties.
  
  We recognize the challenges involved in managing a project of this nature remotely, especially when addressing a sensitive and logistically complex situation. We value your engagement throughout the process and the clarity with which you have expressed your concerns.
  
  Below, we address each of the key issues raised in your letter.
  1. Overall Pricing and Project Scope
  Emergency Cleanings follows a project-based pricing model. We do not bill by time or individual task, but rather based on the total complexity and operational demands of each project. This approach accounts for labor, logistics, equipment, transportation, and contingency planning.
  
  While you initially approved Quote #**** for $11,000 (which included carpet cleaning and organizational services), the actual scope observed on-site warranted a revised estimate. This was communicated on the morning of October 7, prior to commencement of work. As confirmed in conversations with our representative, Mr. ****** the final charge reflected the full scope of the projectnot segmented or itemized pricing.
  
  This pricing model is designed to shift the focus away from hourly constraints and place it on the final outcome, ensuring our clients can remain outcome-focused, not time-focused.
  2. Dumpsters vs. Box Truck Clarification
  We understand your concern regarding the charge for three dumpsters. While only two dumpsters were delivered, a substantial amount of material was instead transported via box truck to the storage unit you provided. This alternative was discussed and agreed upon at the outset of the project and was essential in offsetting the need for a third dumpster.
  
  Had the box truck not been utilized, the volume of removed materials would have necessitated a third container, as initially anticipated. This operational decision was both cost-efficient and in alignment with our commitment to flexibility and adaptation on-site.
  3. Moving Assist and Labor Charges
  We acknowledge your feedback regarding the scope of the moving assistance. While the quantity of items and the distance to storage may seem modest, the cost of the moving service reflects more than just distanceit includes box truck rental, mileage, labor, insurance, fuel, and the coordination of limited crew availability.
  
  Even local relocations require resources and planning. The operational costs associated with executing this component remain fixed regardless of box count or mileage.
  
  Regarding the labor charge and your concern that the project was completed in two days rather than three, we reiterate that our pricing is based on project execution, not daily billing. This model ensures clients are not penalized if work takes longer, and likewise, we maintain our rates even if our teams work efficiently and finish ahead of schedule.
  4. Organizational Services and Cleaning
  You are correct that organizational services were ultimately not performed, and we appreciate you notifying us that this component became unnecessary. This adjustment in scope was noted on-site.
  
  As for the light cleaning, while our crew began sweeping and surface wiping, a mechanical issue with the vacuum cleaner limited our ability to complete the service as intended. You kindly advised our team that a detailed cleaning was not critical at that point due to your future cleaning plans. Still, we acknowledge that this portion of the service was not fully executed and understand your perspective.
  5. Carpet Cleaning
  The carpet cleaning, initially included in the $11,000 quote, was not performed, and a $1,000 credit was issued on October 16, 2025. We are pleased to see this has been acknowledged on your end and consider this matter resolved.
  6. Documentation, Invoicing, and Communication
  We apologize for any confusion or frustration related to invoicing or document delays. While our team made every effort to maintain communication, we recognize that our responsiveness and delivery of final documentation did not meet your expectations in this instance.
  
  We also regret not providing post-service photographic evidence more promptly, and we understand how that lack of clarity may have contributed to your concerns.
  7. Comparisons to Other Providers
  While we fully respect that you obtained quotes from other vendors, we kindly ask for consideration that Emergency Cleanings operates under its own policies, staffing model, and quality standards. Industry pricing can vary widely due to factors such as liability coverage, crew expertise, market differences, and service guarantees.
  
  Our intention is not to be the lowest-cost provider, nor the highest. Rather, our goal is to deliver strong value by combining quality service with fair and transparent pricing that reflects our operational costs and professional standards.
  8. Good Faith ***** for Resolution
  On behalf of the ********************** we are sincerely sorry for any frustration caused. We recognize that some services did not align with your expectations, and although many elements of the project were completed successfully, we understand that certain deliverables were not fulfilled as intended.
  
  We respectfully maintain that the final charges reflect the scope of work and overall project execution, including significant labor, equipment, and coordination. That said, and in the interest of moving forward amicably, Emergency Cleanings is offering a one-time goodwill discount of $2,000.00 toward the $3,200.00 in dispute.
  
  This gesture does not imply an admission of fault, but rather reflects our commitment to a respectful resolution and the value we place on client satisfaction.
  
  Should this resolution be acceptable, please confirm in writing so we may initiate the refund. If you prefer to continue the conversation or present additional considerations, we remain fully open to continued dialogue.
  Final Thoughts
  Mrs. ****** we sincerely thank you for your trust in Emergency Cleanings. Your clear communication and attention to detail made it possible for us to carry out this complex project with care. We remain committed to professionalism, fairness, and delivering positive outcomes for our clients.
  
  We hope this letter reflects that commitment, and we look forward to your response with the shared goal of concluding this matter amicably and respectfully.
  
  Warm regards, Operations Department Emergency Cleanings ********************************** ************

  Customer Answer

  Date: 10/28/2025

   
  Re: 
  Complaint # ******** 
  Emergency Cleanings 
  
  Hoarding Cleanup: 
  **************
  Winchester MASS 
  
  Dear *******,
  For your review and to support my claim of work undone/imcomplete, I have sent a **** Certified package with documentation and photographs to the BBB Office in **************************  It was posted last week and should arrive at the ************************************* office very soon.
  
  I ask you to use that package to review my claim.
  
  Additionally, I have a comments to add in response to the initial reply from Emergency Cleanings (a reply that does not yet include the support materials I have sent to EC, BBB, and ***************).
  
  First of all, thank you to Emergency Cleanings for the goodwill initial offer of $2000.  While I appreciate it, and it is a good start, the offer is insufficient at this time.  
  
  I feel that the upcharges are predatory, a pressure tactic, and deliberately imposed. This was an unfortunate turn in what had been a smooth and fair relationship up to that point.  That being said, I agreed because I was told by Emergency Cleanings that it was an estimate and that Id only be charged for services received.
  
  I want to address some of the points that Emergency Cleanings makes in their initial letter.
  
  
  TOTAL PROJECT PRICING:
  If the project was done as a total project, then I maintain that the original price of $11,000 (less $1000 for carpet cleaning not done) should be honored.
  
  
  SEGMENT PRICING:
  Emergency Cleanings claims that they do job pricing, not segment pricing.
  
  However, on the day of the job, Emergency Cleanings themselves ADDED daily and segment charges - 3 dumpsters instead of original 2 dumpsters; 3 days labor instead of original 2 days (even scheduled the crew elsewhere for the day 3);  $500 for Deep Clean that was moved to $1000 for Deep Clean, then reduced back to $500 but now only Light Clean, which couldnt be done because the crew did not have the time or equipment.
  
  Now Emergency Cleanings wont recognize or issue credit for their own segment uppricing that did not apply in the end? 
  
  I was assured that I would  be charged for work actually done.
  
  If Emergency Cleanings did not care to honor their own pricing from their own photograph method, they should send an agent to the property in person for the estimate.  Instead there was a predatory up charge potential and a promise to only charge for actual services, a promise that Emergency Cleanings seems to want to evade. 
  
  MOVING TRUCK:
  This was the smallest box truck that UHaul rents. 10 foot. The boxes that were ultimately transported took up less than 1/3 of the truck.
  Had I known there would be so little to actually take to storage, Id have simply used a car. 
  
  In the documentation I provide, there is a picture of the boxes moved to storage. (Both on the stairs where they were staged and a second picture of the same boxes in the truck). There was so much extra room that they were able to load a couple dining chairs, a small side table and a few other loose items.   The truck was not used in any way to haul trash.
  
  The items transported in the 10 UHaul truck (document boxes and dining chairs) would not have been thrown away, so it is disingenuous to claim that a 3rd dumpster would have been necessary.   
  
  I am not disputing the entirety of the moving charge.  Only a small percent. 
  
  Please refer to the photos that are arriving by ************** mail to view what the truck transported.
  
  CLEANING:
  With an inoperative vacuum cleaner and no mop, it is not realistic for Emergency cleanings to claim that a light cleaning was done.
  
  The initial quote of $500 was for a Deep Clean, then $1000 Deep Clean, then $500 for Light Clean. On the job, it was clear that they could not accomplish even a Light Clean. No time, no equipment.  $500 to sweep the floor is not appropriate.
  
  In the photo package, I have pictures from AFTER the crew departed. Pictures show the trash all gone, yes. Cleaning done, no.
  
  ORGANIZATION:
  Please see the photos for the job AFTER the crew departed. Not only are items not organized, but I asked them not to bother even trying because the resident is moving and there is no point.  Moreover, it was late in the day and the crew had to return their truck to U-HAUL and depart for their next job which was beginning the next day in cities hundreds of miles away.
  
  In retrospect, I should insisted Emergency Cleanings honor their original estimate of $10,000 plus $1000 carpet shampoo.  I should not have agreed to any of the up charges for services - only for trash removal. In the end, thats what I received. 
  Trash removal , and boxes moved to storage.
  
  Again I appreciate the good faith offer and I do hope that we can continue to discuss, and ultimately reach a resolution that agrees with the work actually done.
  
  Sincerely,
  
  ******** *****
  

  
  

   

• Initial Complaint

  Date:09/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 used ************************** to clean an apartment with hoarding issues as they state to specialize with. We arranged a window of 9-10am and paid the deposit of 900$ and signed an agreement for 4500$ on 9/27/25. We let them know it was a large amount of items beforehand. The 2 men arrived at 1030 and came inside to take pictures and to report back to dispatch. An hour had passed so we called the project manager *****, he said they will need to find a dumpster , by 1pm no one had come back from the company and my sister and I had started doing all the cleaning, they still had not found a dumpster snd had never returned after taking pictures saying it was Saturday and they couldnt find any, the workers told us the job will need to wait until Tuesday but ***** said he was looking for other dumpsters. He also raised the price to 6000$ which we did not sign any paperwork for. Almost nearing 2pm with no help , we decided to call back and cancel as we needed this done today. ***** said sorry cant cancel and no refund after charging my card another 2600$ that was quoted as the 50% to be charged once the workers started. No work has been done to date! I told him that and he laughed and said weve been trying to get a dumpster thats work. ******** company and customer service and he wouldnt let anyone speak and was talking over all of us. Very unprofessional. After my husband spoke to him he said we called 11 times , which shows we were waiting around and not getting the agreed upon work done by the company and wasting time trying to get answers.

  

  Business Response

  Date: 09/29/2025

  ************************ sincerely apologizes for the frustration, inconvenience, and disappointment experienced during your recent scheduled cleaning appointment for hoarding remediation on September 27, 2025.
  Addressing Your Experience
  We deeply regret that our team arrived outside the agreed-upon window and did not commence work as expected. Developing the initial work plan for projects like this can take some time and our project manager did not communicate that process very well.  The handling of your situation, including the delay, lack of action, and the way concerns were addressed, fell short of our standards for compassion, reliability, and professional service that we aim to provide.
  Commitment to Resolution
  We understand the urgency and sensitivity involved in hoarding-specific cleaning projects, and take responsibility for failing to deliver the service and communication you deserved. You should not have been left waiting, nor faced challenges when seeking answers or resolution. The tone and unwillingness to listen described by our project manager are not reflective of our values.
  Steps Moving Forward
  We are committed to reviewing your case fully and will reach out promptly for resolution, including a thorough investigation of the charges, agreement terms, and a refund has already been processed. The feedback provided will be addressed internally so future clients do not face similar issues.
  Thank you for bringing these concerns to our attention. ************************ values your trust and sincerely apologizes for all distress caused.

  Customer Answer

  Date: 10/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received a refund and thats all I needed 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/27/2025

  Type:Product 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 contracted a cleaning job with the owner ****** *******, we made arrangements for several months. Milling over detail and pricing agreed on a price deposit was sent to him next day air cost us $40 to send. The day before the project although we have text and email documentation ****** pretended to misquote the orginial documented increasing the quote by $500 we sent him original emails showing the quote.The day of the project after we reached a contracted price deposit made. ****** had his contractors leave the site open sit in their car while he demanded an increase of $3000 or they would leave. Because the site was unsealed and disturb we had to agree to the increase. After about 10 minutes Dustins team.cancelled the job. ****** agreed to return our full deposit. We have contacted him countless time prior he answered immediately now we are sent to an answering service or voice mail. After several attempts to collect to no avail. ****** told us he sent the money zelle than said he didnt . He said that he sending the check and we will recieve it on 08/26/2025. We have not now we attempted to contact his business and cell today answering service voice mail. ****** company does not actually do any of the work he sub contract other companies paying them at low rates. It is for that reason we believe that the quality of work suffers. We have not yet received our deposit. Today we contacted ****** and he sent us a screen and told us "You Get to wait for the **************

  

  Business Response

  Date: 09/04/2025

  Client: ****** ********
  Location of Service: ****************************************
  Service Type: Post fire hazardous clean up
  Service Date: August 2025
  Amount Agreed Upon: $12,500 USD
  ________________________________________
  Project Overview
  In May 2025, Emergency Cleanings was contacted by Ms. ****** ******** regarding the cleanout of an apartment unit following a fire incident.After several months of negotiations and discussions to address Ms. ********* extensive requirements, a project start date was established.
  However, once work commenced, it became clear that the requirements continued to change beyond what was feasible for us to execute effectively. After mutual discussion, both parties agreed to discontinue the engagement. Emergency Cleanings committed to refunding Ms. ********* deposit so she could select another vendor.
  
  Deposit Return Process
  To ensure proper resolution, we offered several options for returning the deposit:
  Zelle Transfer ****************************** requested the refund via Zelle. We initiated two $500 transfers on consecutive days; however, both failed due to limitations with her incomplete Zelle account setup.
  Bank Bill *** Check:
  Following this, Ms. ******** opted for a check through our ***** **** pay service. We submitted the request on August 22, 2025, with an expected delivery date of August 27, 2025. When the check had not arrived by September 2, 2025, we contacted the bank and learned that their check-printing service had been temporarily down. As a result, the check was not mailed until August 27, not the 22nd as originally anticipated.
  Cashiers Check Overnight Delivery:
  To ensure timely resolution and address concerns raised by Ms. ******** about integrity, we issued a cashiers check and overnighted it via *** on September 2, 2025. Although the original bill pay check was delivered to Ms. ******** on September 3, a stop payment had already been issued at her request. She successfully received the cashiers check on September 4, 2025.
  During each of the steps above, Ms. ******** was given screenshots of confirmations for dates and payments.
  
  Working Relationship Observations
  While we made every effort to meet Ms. ********* stated requirementsincluding those that exceeded typical industry standardsseveral concerns arose during the engagement:
  Requirements were frequently revised, creating ongoing challenges in scope and execution.
  Ms. ******** made repeated attempts to recruit Emergency Cleanings technicians to work independently for her outside the contractual arrangement.
  Despite these challenges, Emergency Cleanings remained committed to addressing her requests in good faith and ensuring her deposit was properly returned.
  
  Conclusion
  Emergency Cleanings acted transparently and diligently throughout this process, ensuring that Ms. ********* concerns were addressed and her deposit refunded through secure means. Due to the evolving nature of requirements and the challenges encountered, we believe the decision to discontinue the project was appropriate and in the best interest of both parties.

• Initial Complaint

  Date:07/15/2025

  Type:Product 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.

  BUSINESS Gecko Holdings Inc Emergency Cleanings ************************************************************************************************************************************************************************** Email ********************************* Phone ************ Website ****************************** FACTS On July 9 2025, I hired Gecko Holdings Inc DBA Emergency Cleanings for an emergency deep cleaning and disinfection. Their website claims they are Leading Professional Feces/Urine Cleanup Experts, offering debris removal, disinfection, and recycling coordination. These representations directly influenced my decision.On July 11, the crew showed up over 3 hours late, came unprepared, and left within a few hours, some of which was spent shopping. They didnt even bring a broom or gloves! What they left behind was unacceptable: mouse feces, urine, dead mice, snake skins, garbage, and entire areas untouched, including a bathroom they admitted was left intentionally uncleaned under company orders.Despite advertising expert cleanup, no disinfection or debris removal was performed. I had to purchase HazMat suits, gloves, goggles, respirators, and air purifiers and spent hours attempting to clean the mess. It remains unsafe and unsanitary. I was also forced to relocate to a hotel.This is not a cleaning failureits a complete scam. Their so-called biohazard cleanup was at most light housekeepingsomething I could have done myself. Now I must hire a certified biohazard remediation team to do what this company promised but blatantly failed to do.Their conduct amounts to False advertising Breach of contract Negligence Consumer fraud DEMANDED RESOLUTION Full and immediate refund of the amount charged Written confirmation of refund and complaint closure EVIDENCE Time-stamped photos of the post-service condition, attached Link to website claims: *********************************************************

  

  Business Response

  Date: 07/18/2025

  Please see the attached formal report.  It contains our full internal review.  We also attached the client invoice and 3 photos.  We are happy to help do whatever it takes to resolve this issue.  We generally are willing to sacrifice profitability of any one particular job in order to achieve customer satisfaction.  This situation is very confusing as the client was very happy with the project until 2 days later.

  Thank you so much for assisting in finding a resolution.

  Sincerely,

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

  Customer Answer

  Date: 08/12/2025

  Please see attached