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:08/26/2024

  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.

  I am shocked this service has a 4.8/5 on their reviews. I booked a deep clean based on this rating but deeply regret to have done so. My home was fumigated for termites. I have babies and pets so I scheduled a deep clean with this company before moving back in. 2 cleaners showed up with windex and furniture polishing, a mop and dry wash cloth. Before booking they assured me they will use disinfectants to wipe down chemical residue from cribs and the entire home. The 2 cleaners used a dry wash cloth to dust my home in the name of deep cleaning. I called the company and they apologized stating they will fix this. BUT the cleaners came to us saying they didnt know this was a deep cleaning and had no disinfectant. We gave them our supplies to sanitize our home. After they left we deep cleaned our entire home till late that night because we had no choice. Could not bring our children and pets home to chemical residue. Whats worse is their customer service. They sent me pictures of supplies that their cleaners came home with - windex! And argued saying thats appropriate for the job of deep cleaning. This is dangerous on so many levels when the business does not fully understand they put families at risk. Exposed to dangerous toxins in my case. After multiple calls and emails to educate the company on what their cleaners are doing and to get a refund, the manager tells me I dont believe you and our cleaners always carry disinfectants. Later emails me pictures of their supplies which has no disinfectants. This service is a huge risk to your homes if youre looking for deep cleans for post construction/move in/remodeling/post fumigation purposes.The cleaners will put your families at risk by lying and the managers back up the lies by saying this is what you booked and pictures of your house look clean. They fail to understand visually clean as opposed to sanitized and clean.

  Business Response

  Date: 09/02/2024

  First rest assure that we're always here to help our customers, when they love our services and also most importantly when an issue happens. We clean hundreds of houses on weekly basis. It hard to please everyone, but we listen and that's how we grow so much in the past years. Complaints represent less than 1% of cleaning we have on weekly basis.
  
  I wanted to extend my sincerest apologies for any inconvenience that may have been caused by our staff or by the ******** during the recent visit. ********** is actually a personal friend of mine and has been with the company for years. She has excellent ratings and have been recommended over and over. She doesnt speak well english but we don't hire people for that, we hire them for the capacity to do an excellent job. I use to live in ********** myself before expanding our services to whole state of *******. *** was one of my first ******** over 13 years ago. I did saw her vehicle today and all the products were there. I guarantee we do excellent jobs on daily basis using using Fabuloso, Bleach, Vinagre among other to clean, disinfect and dust as needed. 
  
  Im sure there is a misunderstanding here, our ******** ARE fully equipped with all necessary tools and products, including specific cleaning agents (not just Windex, which is only used for glass). These are the same products she uses for all her cleanings, consistently receiving excellent feedback. However, upon arrival, the person present requested that she use disinfectant wipes instead of the products she had. 
  
  I guarantee you that our ******** always come prepared with the appropriate supplies for all types of cleaning. However, if a client prefers that we use their own products, we cannot be held responsible for the cost of those products.
  
  NOW, and as said previously,  you feel was not properly cleaned, please send us photos, and we would be happy to arrange a reclean of that specific area. We also want to note that the area in question was checked by the person present after the cleaning was completed. But no refunded provided since service was performed. 
  
  Thank you for your understanding, and we look forward to resolving any concerns you may have.

• Initial Complaint

  Date:06/06/2024

  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.

  I needed cleaning service and found the company online with good reviews. I made an appointment for a cleaning received a confirmation email and took the day off of work. About an hour after receiving confirmation the Regional Manager ***************** emailed me to reschedule. I responded and told her I received a confirmation from the company and had already taken the day off of work to be at home for the first time using the company. She told me there was nothing she could do and asked me if to reschedule once again. The cancellation policy for the company is if you cancel within 24 hrs you are charged $70. I told her I was not available any other day and again had taken the day off of work. The company said they would refund my money but what about the time I took off work. They should be paying me a cancellation fee.

  Business Response

  Date: 06/06/2024

  Is this serious ? is that why the BBB exist ? You guys don't filter anything ? or ask for documents prior to receive bogos complaints !
  on top this person was extremely rude and disrespectful with my agents i have the calls. 

  What happened is : (booking confirmation attached), the booking was canceled an no charges were applied.

  This customer booked a service today June ******** at 10AM for next day Friday June 7th at 8AM. 

  Our booking online are subject to cleaners availability and we dont guarantee next day cleaning. All that per our conditions. 

  No fees were charged to the customer since we cant offer the service the day and time.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21812793
  
  I am rejecting this response because:
  I have attached two email screen shots that the appointment was confirmed. I do not write bogus responses. Whoever responded to the BBB complaint is not telling the truth. Thank you BBB for having both the customers back and the businesses. Now, I want to be reimbursed for my time with this nonsense. Once again please see my attachments. If they have recorded messages that I was rude please have them sent. Thank you.
  Sincerely,
  
  ******************

  Business Response

  Date: 06/10/2024

  This will be our last answer to this matter.

  As said previously, Customer booked online a ********************** service for next day and no cleaners were available ( screenshot of booking already sent). 
  We offered him to reschedule for another time that day or another day which he refused, so service was canceled and card wasn't charged.
  Per our conditions ( image attached), our services are subject to cleaners availability in the area.

   I really dont understand what type of refund you want since you didnt pay for anything or was charge for anything !

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21812793
  
  I am rejecting this response because:
  The company confirmed my appointment and I took the day off of work. If you cancel the companies service within a 24 hour period the company charges the credit card on file $70. Since I took the day off of work since the company sent a confirmation email I think the only fair thing is the company pays me a penalty of $70.00. Remember I took the day off of work because the company confirmed the appointment.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:07/17/2023

  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.

  -7/17/2023: cleaning service between 10am - 12pm EST - No communication from the service within or beyond the window -Attempts to call the company were ignored and refused to answer our phone calls -Checked negative reviews on ****** and they have in the past when running late make up excuses as to what is happening ie. the cleaners had an accident, their car broke down, they had a flat tire -they conveniently happened after not answering the phone and being beyond the time frame promised -fraudulent charges for $225 on my bank account on a stored credit card, saying service was completed. -refusal to accept responsibility of their actions -saying its a temporary charge when the $225 was fully processed

  Business Response

  Date: 07/17/2023

  Hi there, thank you for taking the time to share your recent experience with our company in your online review.
  
  I want to begin by expressing our deepest apologies for the inconvenience and frustration you experienced during your scheduled appointment. We completely understand the value of your time, and it pains us to know that we fell short of meeting your expectations.
  
  In light of your feedback, we would like to provide some context regarding the situation. On the day of your appointment, our assigned cleaner, unfortunately, encountered an accident while on their way to your location. This unforeseen incident not only caused a delay in their arrival but also impeded their ability to promptly inform us about the situation. Our primary concern at that moment was the well-being of our team members, and regrettably, this led to the inability to provide you with an estimated time of arrival or immediate follow-up. This was something communicated to you. Please know that this was an exceptional circumstance, and we deeply regret any inconvenience it caused you.
  
  We completely understand and respect your decision not to proceed with the appointment as you needed to do it on the same day. We tried checking another team to do your service on a different day but we also understand you could no longer accommodate any changes. As stated, we ensured you that there would be no charges or fees associated with the cancellation.
  
  We can assure you this does not reflect the quality of our services as this is a situation we could not have predicted. Still, if interested in giving us another chance in the future, we'd be more than happy to assist you.

  We didn't make any charges on your card, what you see in your statement is just a hold, like a hotel booking, as we do to guarantee the service. Be assured the hold was released and no charge was made on your card. Thank you.
  
  We wish you a great day ahead.