ComplaintsforGlobal Cleaning & Restoration Services Inc

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/15 we had this rug company out to our house to pick up a rug that had clothes moths. The rug was 1.5 years old and was under our bed. It had no holes, damage or color transfer. On 5/8 we called them about the status of our rug and they said they would have it done that Weds. The delivery driver arrived early on that Weds morning and when he walked up with the rug, I could immediately see the rug was ruined. There was complete color loss. That day, I called left a message for someone to call me back about the issue. ********************* called me the next day and left a voice message stating that he would reimburse me $618.00 for the cleaning and I would be refunded within **** days. I immediately called him back and explained that I expected to be refunded for the cleaning service AND reimbursed the cost of the rug. I explained it was in a low traffic area, was not that old and was custom made from *******. I told him that the rug was not in damaged condition before the cleaning and the way we got it back was completely ruined. He said he would talk to the technician to find out what happened, and asked me to provide him with the receipt for the rug purchase. On 5/13 I emailed him the invoice showing that I purchased the rug for $1250 and asked for him to confirm receipt. He never did and I called a week later to get the status of the refund and to ask whether or not he received the invoice. I spoke to a woman on the phone who confirmed that **** had received the documentation and said that everything looked good and I would be reimbursed in **** days since their account department needed to cut a check. To this day I have received nothing. I emailed **** last week and asked what the status of the reimbursement/refund was and he said for the first time said I was only getting reimbursed for the rug and not the service. It has been a month and I have not been reimbursed or refunded for anything.

  

  Business response

  06/22/2023

  We had picked up the clients rug under the name ******************* on April 15th, 2023. There were 2 wool rugs with documented moth damage. During the duration of the cleaning the rug had bled and lightened due to the larvae removal treatment. The client had called with a complaint that one rug was ruined. We had brought the rug back to our warehouse for further investigation. The manager did understand the clients dissatisfaction with the rug and due to that fact agreed to issue out reimbursement for the cost of a new rug. The client was adamant on wanting a refund for a cleaning service, we provided and the cost of a brand new rug with no depreciation. The client had sent over an invoice from when she purchased the rug in September 2021. The manager had agreed to reimburse her for the full cost even though the rug was almost 2 years old. We had emailed her confirming that a credit would be applied back to her card she had paid with and the remaining balance would be issued via check. While the refund was in processing the client had done a credit dispute on the full cleaning service of both rugs. Our policy when a client initiates a credit dispute is to withhold refund until the dispute is resolved. At this time we will not be issuing a credit until the dispute is resolved. Thank you.

  Customer response

  06/22/2023

   
  Complaint: 20165567
  
  I am rejecting this response because:

  At all times relevant there was an agreement with this company to reimburse me and my husband, *******************, for the rug ruined by this company's negligence and for the cost of cleaning the rug. As mentioned in my original communication, I have been very clear about this since the company tried to deliver the rug completely ruined and wet. I have provided the email documentation for the rug reimbursement and I have a voicemail from ************ from 5/11/23 saying he authorized a refund for the rug for  $618.00. To date, we have received nothing from this company.  We initiated a chargeback with our credit card company since it has been over 1 month since we have complained about the damaged rug and were told we would be refunded the $618 AND provided the invoice value of the rug via check.

  The rug was not provided to the company with any damage and this is evidenced on the invoice where there was no damage indicated in the area where notations should be made. The rug was purchased in September 2021 and has been in a low traffic area, under a bed, and did not have any damage to it.  It simply needed to be cleaned and treated.  All the damage that was done to the rug has been done by this company's negligence in cleaning our rug which caused complete color loss.  At no time did the company provide any notice of any so-called depreciation and no value was ever agreed to or communicated to us. In fact, last week I received an email from ****** (attached) stating that they would provide me the refund in full for the rug and send a check and I have still received nothing.

  This company has unilaterally and arbitrarily changed the verbal and written agreement we had regarding the cleaning refund AND the reimbursement for the ruined rug and has consistently broken all promises to make this situation right. They have deceptive business practices and terrible customer service. Now they are saying that we need to drop the claim dispute to get any repayment, but they have never come through with any promises before so we will not be dropping the claim.  Furthermore, the company agreed to refund the full value of the cleaning and provide additional reimbursement to make up the total invoice value. Since I have lost total use of the carpet (which is still in their possession) AND had to pay for a service that resulted in total ruination of the rug, I do not accept simply being refunded ~$1000-$1250. I need to be made whole ($1250 rug reimbursement + $618 cleaning refund) with a payment of $1868. If I do not receive this resolution, I reserve the right to pursue all legal remedies available to me.
  
  Sincerely,
  
  *************************

  

  Business response

  06/26/2023

  On April 15th, 2023, we had picked up 2 of the clients rugs for cleaning. The technician had written a disclaimer on the day of pick up regarding the condition of the rugs. It states, Any damage due to moths is not our liability we wont know the extent of damage until rug is cleaned and done with moth damage always expect to see a bit more after treating the rugs,.  During the duration of the cleaning the rug had bled and lightened due to the larvae removal treatment. The client had called with a complaint that one rug was ruined. We had brought the rug back to our warehouse for further investigation. The manager did understand the clients dissatisfaction with the rug and due to that fact agreed to issue reimbursement for the cost of a new rug. The client was adamant about wanting a refund for the cleaning service we provided and the cost of a brand-new rug, with no depreciation. The client had sent over an invoice from when she purchased the rug in September 2021. The manager had agreed to reimburse her for the full cost even though the rug was almost 2 years old. We had emailed her confirming that a credit would be applied back to her card she had paid with that week,and the remaining balance would be issued via check. While the refund was being submitted and in processing, we received a notification from our card processing company that the client had begun a dispute on the charge to clean her rugs. The client had a credit dispute regarding the full cleaning service of both rugs, one which was in perfect condition and returned to her. Our policy when a client initiates a credit dispute is to withhold a refund until the dispute is resolved. At this time, we believe we should be paid the monies for the services we provided, and then at that time we will issue a credit back to the customer for the cost of the one rug to be replaced. Services were still provided, products were still used, and time was still spent on the cleaning of both rugs. We believe it is unfair to not be compensated for the cleaning of the area rugs when a service was still provided.

  Customer response

  06/26/2023

   
  Complaint: 20165567
  
  I am rejecting this response because:

  Again, the response by this company continues to demonstrate their complete lack of professionalism and deceptive business practices.  *********** has admitted to their negligence in several email communications that I have provided the Bureau. I have been told on numerous occasions that I would be reimbursed for the rug (the full value $1250) and reimbursed $618 for the cleaning services. I was first told this on May 11 and then again on May 12, June 1 and June 12 and have not received one ***** to this day.  On June 1, I made it clear to this company that if I did not receive the reimbursement for the rug and the cleaning (which they have agreed to on numerous occasions) by June 8, I would take all recourse legally available to me. When I had still not received anything, despite being told repeatedly the refund and reimbursement was "in-process," a credit card dispute was opened on June 9.  This is well within my legal right to do, since the company has been unlawfully withholding the refund and the rug for over one month. On June 12, the company agreed to refund the FULL payment for the cleaning services ($1,066.07) and pay a check for the difference in the amount of $183.93 for reimbursement of the $1250 spent on the rug (email attached). The fact that there is a credit card dispute does not affect that and accomplishes the same thing if they would cease their efforts to reject it. Right now, I have been granted a temporary credit while ***** investigates the claim, but this company continues to deny their part in this which is completely nonsensical and contrary to their assertions to me. It has not only wasted my time, but that of other institutions that have had to get involved due to this company's bad business practices and consumer fraud.

  In terms of the rug damage, as previously noted there was no rug damage noted on the invoice when the rug was given to this company.  They now want to claim that the complete color loss and bleeding of the rug is due to the "larvae treatment" they did in their facility.  I'd like to highlight that this claim is outrageous and deflects from their complete negligence in cleaning the rug.  They have provided no evidence that this was the case and in fact, tried to deliver the rug to me like nothing was wrong.  They made no effort to inform me of the damage they did to the rug before attempting to deliver it and when the delivery driver walked up to my house with the rug in hand, I could immediately tell that it had been completely ruined and is now unusable due to the negligence of their cleaning practices. It had nothing to do with moth damage and I as a customer should not have to incur charges for the negligent cleaning of a rug that has resulted in complete ruination of the rug and has no benefit to me. The fact that they have at all times agreed to the full refund of $1250.00 indicates they know they are at fault for the damage and no disclaimer can avoid negligent and shoddy work.  

  This company has tried to ***** responsibility at every turn and it should be a warning to any other ******** consumers that attempt to do business with them. They take no responsibility for their shoddy and negligent work and will argue with you for months on end instead of providing a refund that they have agreed to and is justly due. Moreover, they expect consumers to bear the burden of their incompetent and negligent services and pay THEM for a service that results in complete ruination of their item. I can no longer use this rug and in fact, is still in the company's possession.  My initial request to be partially compensated for the value of cleaning that rug ($618), which was already agreed to by ******************* on May 11, is completely reasonable. I demand to be paid in full for the rug that was given to them with no damage, was less than 1 1/2 years old and that they agreed to reimburse me in full for ($1250). I also demand full compensation for the cleaning costs of $1,066.07 which includes compensation for lost time and interest on the amount that has been due to me for over a month, the total of which is $2,316.07.

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had work done by this company last August. I have been trying to get my money back thru the credit card company, but it is not going well. ***, the worker, spent a half day working and the outcome on my ceramic floor and grout was very disappointing to both him and me. He said he would come back the next day to "paint" the grout because it did not turn out the way it was suppose to. He never showed up. He did come the following day but painted my grout with grout paint he bought at *********** They required a $100 deposit for the job and after the half day's work, I paid them another $500, trusting that he would be back the next day as promised. He said I could pay the remaining balance when the job was finished.When I told him that I was not satisfied with his work when he was finished, he threatened to throw bleach all over unless I paid him the final payment and he refused to leave. I was very scared so I paid him the $160 balance. I should have called the police!I paid them a total of $762 and was only asking for $500 back because he did machine clean my hallway and kitchen floor. I thought this was fair and the owner said he would check into it and call me back. He never did so I went to my credit card company for help. I had to pay another person to fix the damage Global Cleaning did.This is suppose to be a company that only uses green products and the grout he used he bought at *********** I could have done that myself. When he left there was pint smudges all over the tile and the woodwork. I have photos to prove this if you need it.If there is anything you can do to help, I sure would appreciate it. I am 83 years old and on a fixed income so this expense was quite taxing for me.

  

  Business response

  02/15/2023

  *********,

   

  On the day you scheduled the appointment for your tile & grout cleaning, our tile specialist *** came to your home, the date was July 28th, 2022. He came and assessed the areas to be cleaned and provided you a quote, which you signed off on. The technician clarified in your contract that the grout lines were painted, they needed to be stripped down in order to remove the paint. Also that there was leftover wax on the tile. You had authorized him to start work and signed off. You also paid a deposit fee to lock in the service. At that time the service was scheduled to be done on August 8th, 2022. *** came out that day and began the cleaning of your tile. The cleaning was for your foyer, kitchen, hallway, and laundry room. He was there all day. You had paid him for part of the service because after he was done you did not like how the grout looked, which was documented on your invoice. You and *** had agreed that you would like to change the grout color to make the grout look more even. He rescheduled the service with the office for August 9th, 2022. On that day the technician came out to change the color of your grout. You had paid the final payment for the service on that day. The technician never threatened you or your floors. *** is our tile specialist of over *********************************************************************** anyone's home like that. We have never received a call from you regarding your dissatisfaction. If we had, we would have immediately sent *** or another technician out to inspect and try to fix anything you were unhappy with. Not all floors come out looking perfect and brand new, wear and tear over years degrades the floor and that is something you would have to replace. We are not miracle workers, ********* cleaning specialists. We do what is possible with cleaning. You had submitted a complaint to the chargeback department with your credit card company. I had submitted all documents to them regarding the service that was done almost 7 months ago and they have ruled in our favor. At this point we are not willing to offer a refund for a service that took 2 days to complete. If you had called after the service was done, we have a 30 day guarantee in place. At this point the service has been completed, the floors are clean, and we have changed the color of your grout as well. I am sorry for your poor experience with our company. I have attached a before and after picture of the tile & grout cleaning we performed as well.

   

  ******

  Customer response

  02/15/2023

   
  Complaint: 19341452
  
  I am rejecting this response because:
  
  the company is lying. I called the company the same night their employee, ***, threatened me. I got a call the next morning from a man who said he was the owner. He apologized for **** actions and said he was putting *** on unpaid suspension until further notice. He was going to have a new person assigned to the job to correct the problem and would call me back after he investigated the Incident. He never called me back and when I tried to call him back, he was never in. This went on for weeks.
  

  I do not understand how such a dangerous employee could suddenly become such a model employee. I realize this has been going on for months and now I see why.no matter what path I take to get a refund, the company lies about what really happened, how awful my floors looked when he left, and how dangerous a man *** is. I have a neighbor and a friend who I called to come over because I was so rattled from **** threats.

  I have attached several photos to show how awful my floors looked after The job was so called finished. I requested that I speak to the owner before I pay the final payment because I was so unhappy. That is when *** *** that was impossible and started to threaten me and damage my apartment with bleach.

  Further ore, they advertise o  their site tht they use all green products, and *** went to ********** to but the grout paint which certainly is not  green product. I have the bottle and cn prove that.

  Sincerely,
  
  ******************************;

  

  Business response

  02/24/2023

  We have never gotten a call at our office from you regarding issues with your flooring. The day *** finished the service he states you were not going to pay in full after 2 days of work. You were unhappy with the way the floors looked but there was nothing else he could do. He cleaned them to the best of his professional abilities. Based on the pictures we have here the floor looks perfectly fine. You were unhappy with the grout lines so *** came out to recolor the grout lines. He purchased grout color which is not an organic product, due to the fact that it is grout coloring. This is not a service we typically provide but the technician is trained to do so and went above and beyond to make you happy with the service. I do not see any of your pictures you have attached. This issue is from the beginning of August last year, you went through your credit card company and tried to get all your money back and they sided with us because we supplied efficient evidence that we did everything on our part correctly. I am sorry but too much time has passed to open this issue back up. 

  Customer response

  02/28/2023

   
  Complaint: 19341452
  
  I am rejecting this response because:
  I would like to know what happened to the response I made a couple of weeks ago.

  they are lying. The owner of the company, or someone who said he was the owner, called me the the next day to apologize for his employees threatening actions. Unfortunately I did not right npdown his name because he said he would investigate my issue with that particular department and get back to me the next day. He never did get back to me so I called at least twice to talk to the owner, but again he did not respond. He did tell me that he suspended *** without pay for several months.  I am assuming that the person who made the call was a fake, so I m not surprised that this company is so untrustworthy.

   

  *** did not work 2 days. He worked 4 hours the first time he was here and the 3 hours (5:30 to 8:30) in the evening the second time he was here. I dont know why she could not see the photos I sent which clearly shows the inferior work that *** did. If I wanted my grout painted, I could have done that myself for the price of one tube of grout paint from *********** not $762.00. 

  Sincerely,

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

• Initial Complaint

  11/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Green Clean **************************** Duct Cleaning came to my home on November 8, 2022 and performed a sanitization and thermal fogging to remove stale smoke smell. They also cleaned out my dryer vent which they told me would be no charge since I was getting other work done. When I received the invoice, which I had to ask them for, as it was not provided at the time of service, I was charged for the dryer vent cleaning, and **** fee which I was not notified of, and charged an additional $2 vent fee different from what I was quoted when I called the day prior. I spoke with a ************** on Nov. 10th and after a 45 minute discussion, she told me she would issue me a credit for $150.00 for the disputed charges. I have since not received any credit from this business. Please see all of my documentation attached as it documents all of the discrepancies I had with the services from this company. Thank you

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Green Clean carpet cleaner charged me a $15 travel fee. He claims the fee is available on their web site (https://www.greencleancarpetcleaning.net/). I looked under the carpet cleaning tab (https://www.greencleancarpetcleaning.net/carpet-cleaning/) for a travel fee and there is no mention of a travel fee. I am requesting a refund of the $15 travel fee I paid.

  

  Business response

  10/08/2022

  We at Green Clean inform all customers that we do charge a $15 travel fee when you call in to make an appointment. If the customer was not advised as such, we will definitely issue out a refund to them. Refunds take about ***** business days to process. If this is satisfactory to the customer I will go ahead and get this refund submitted back to the customers card.

   

  Thank you!

  Customer response

  10/10/2022

   
  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,
  
  *****************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 Carpets were picked up from my home on August 11, 2022. Carpet was returned September 13, 2022. Upon pickup of carpet furniture was moved to retrieve 2 rugs. An estimate of $470 but I was left with an invoice of $778.65 after receiving poor service. They did not want to place the carpet back down where it was retrieved from. Both rugs were supposed to be cleaned. Carpet was returned uncleaned with dirt still found in fibers upon inspection. Also, the carpet still wet after a month, and with tears that were not located within the rug. The technician listed on the invoice is ********************* # *****

  

  Business response

  09/26/2022

  We cleaned the customers area rugs. They had called in stating that they were unhappy with the cleaning. Our field technician who cleans all of our area rugs had contacted the customer directly and explained that we could come out and reservice her area rugs in her home, to avoid any more inconvenience. The customer said she would decide and call us back with her answer. She has yet to let us know what she would like to do, this has been 2 weeks now. We at Green Clean standy behind all of our work. We have a 30 day guarantee on all of our services. We immediately tried to rectify the situation with the customer.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had GreenClean service my recently purchased home on 6/3. They were scheduled to clean my air vents, ducts, trunk and dryer vents.On 6/11 I used my dryer for the first time and found it was not heating up. Believing it was the old dryer that was the issue I purchased a brand new one since I just got my dryer vents cleaned. On 6/13, when the new dryer arrived I started it again and again it did not get hot. Again not believing it could be the vents because I had it professional cleaned by GreenClean, I looked into the gas line, which there was no issue there. Finally exhausting all the issues it could have been I went outside of my house to find that the vent was FILLED with lint. My vents were never cleaned and its such a disappointment. I personally was not going to go with having my vents cleaned at all but was given the dryer vents to be cleaned for free and so went with the service.Supporting document of invoice and then my Screenshot (to show timestamp) pictures of how my vents were filled with Lint on 6/13.

  

  Business response

  06/24/2022

  We maintain all services with a warranty on cleaning, regardless of if the customer was provided a discount or it was included in the cleaning. At the initial complaint, the customer did not call our office to direct any issues with the services. As soon as we were aware, we reached out and immediately scheduled a redo of service to come back out to the home so that we could inspect the line, that was dirty and then also address the concerns the customer had directly. The customer rescheduled the appointment twice since it was scheduled on June 10th. This morning, our office attempted a 3 time to go out to the location, she also attempted to reschedule, our technician was already on seen when she emailed the office, and so was able to do the final inspection and attempt to address the overall complaint. The customer did not want to allow us to do the whole home inspection and only showed my technician the vent outside. We understand that she is not satisfied with the dryer vent cleaning. but was explained initially when making the appointment, that the services are guaranteed and if there were ANY Issues to contact our office immediately and we will come out to resolve them. She did not, and then stated that our services were not done properly. The dryer vent as well, was damaged prior to our services, and the technician advised replacement for a permanent resolution. He included a picture of the damaged line in his invoice. At this time, we can not offer a total refund due to the fact that we have provided our services and the customer's refusal to accommodate. We can however offer a $60.00 credit which is the average cost for the dryer vent cleaning. 

  Customer response

  06/24/2022

   
  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 for the $60 refund of the vent cleaning.

  
  

  Though I am very disappointed in the business response on how I, as a customer, handled the situation. When the issue was found out, I called the Business immediately but they were closed. I then emailed them with all the information and issues I was facing and called them again the next day when they were open thats when I was told there were no refund and only service guarantees so having a Field Manager come out was the only option available. I was very reluctant in having them come back out as the terrible job they did already. Also, my re-schedule this morning would have just lead to a full cancellation but the tech was informed late about it and already was on my door step ringing my doorbell. There was no request to come into my home, so again another false claim of my refusal to work with them, he knew there was an issue with the dryer vent and mentioned he drove over an hour to get to my home and would like to just look at it, which I said was fine and I even stepped out to speak with him about my concerns and if someone would have just discussed the issue with me when I called, instead of forcing another visit on me, would have worked better than making him take the over hour trip to my house. The false claims in the response and blame on the customer is disappointing to see in a business, I have the emails and call log where I addressed the issue, the business did not approach me about it.
  
  But the decision to accept the refund will end this very disappointing business interaction.
  
  Sincerely,
  
  ******** On

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technician told me I need special solution for my carpets to get spots out. Spots did not come out, cleaned carpet on my own and spots came out, technician returned and said I would get a refund. After 6 months of calling the company I still have not received a refund.

  

  Business response

  06/03/2021

  Our office has agreed to credit the customer back the cost of the services. Our office had issued out the refund in the end of April once we had settled with the customer. As of current the refund, stated by the customer, has not been received. Our office has put a stop payment onto the check and will be sending out a new one today, dated 6/3/2021. We advise to the customer that if he does receive it within a week to contact our office again so we can resolve this in another way. Our office has resolved the issue and credited the customer whole to resolve his complaint of our services. We apologize again for the inconvenience and delay but we hope this can be closed within the week. 

*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. ↩