ComplaintsforSpotless Cleaning Chicago

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a move-in deep clean for my new house before our move in and stated what specifically I needed done. They requested photos of the areas which I sent to them before the service and over the phone confirmed that I wanted their team of two to stay until as much as possible was finished, as they're billing hourly. They said they could do that. I asked them to let me know when they'd finished up, which they never did. When we came to move in the next day, NOTHING had been done and ******************** dodged my calls. The receptionist I talked to in the morning when I first came home said ******** would give me a call back but I called closer to 4pm that same day and somehow ******** was "still out." When I called the next day in the late afternoon after no follow up, ******** happened to be the one to answer when I called and claimed the "team" was here for 4 hours and "did their best" but couldn't get everything done and couldn't get out the "stains". By that time we had been cleaning everything ourselves since they did nothing and ******** just gave excuse after excuse when I requested a refund. She said she could send the team out to clean our house again but why would I pay another $520 for a team that didn't clean for us in the first place. I was totally scammed when I had trusted their great reviews. Another mom I know was also scammed by this company.

  

  Business response

  07/03/2023

  The service provided was for a move in house cleaning. There was a 4 hour cap requested by the customer so not everything was completed because it is an older home and it did have a lot of build up from grease etc. We do have pictures of the work that was completed and the clock in and clock out geo data. Nonetheless our goal is to achieve 100% customer satisfaction and it seems like we failed to properly estimate or communicate what was needed. We will issue a full refund as that is what the customer is requesting regardless of what was done and completed.We will take the full loss for labor, materials, and travel to make sure the customer is happy. We do request that customers sign a form withdrawing their complaint, reviews, etc in exchange for a full refund to avoid continued complaints even after issuing a full refund. 

  Customer response

  07/05/2023

   
  Complaint: 20262954
  
  I am rejecting this response because:

  - they have not shown me any proof of work that was done, specifically the work that I requested and originally sent them photos of via text

  - I do not believe it is fair to try to silence me and erase my experience by removing my reviews in exchange for a refund

  - they admitted that the work and end result was not up to their standards and that I should receive a full refund "no questions asked"

  
  Sincerely,
  
  *********************

  

  Business response

  07/05/2023

  We said we would offer a refund no questions asked which we are still honoring. She confirmed she got the $50 deposit. We processed the refund for the $470 for a total of $520 and explained it typically takes 2-3 business days and yesterday was a holiday. Not sure what else we can do given that is the stated desired result she wanted in the complaint.

  I honestly don't know what she wants or what else we can do given that we were so quick to offer a refund no questions asked. We performed the cleaning, but she had a cap on the time which is why not everything was completed. She then proceeded to say it took her all weekend to just clean the kitchen and cabinets which is further proof of the condition the home was in and why everything was not completed given that she had a time cap. If it took her that long how could she then expect a team of 2 to clean everything in 4 hours? That seems a bit unfair, but again we still offered a full refund because customer service and customer satisfaction is important to us. When ******** offered to send the team back that was not at an additional charge, but that doesn't matter at this point. We said we would issue the refund, but would need her to sign the form we emailed her. She said she had put in a chargeback request with her bank anyway and would wait for the results from the BBB and chargeback and would not be signing anything. We can most definitely dispute the chargeback because we did perform cleaning for 4 hours as requested. The chargeback would then be reversed, but we told her we would let the chargeback go through as long as she signed the form as that would serve as evidence to protect her and us. Personally, I'm not one to complain because I know how hard running a small is, but I feel that if a business offered me a full refund I would take the refund and move on. I would not ask for a full refund and then continue to complain as that would be highly unethical, a waste of time, and bad karma that is simply unnecessary.

  Customer response

  07/06/2023

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩