ComplaintsforElite Home Cleaners LLC

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Elite Home Cleaners is a company owned by Rosemary. And while the company does acceptable work, the company should be avoided because of Rosemary’s nonexistent mediating skills. After ten cleanings, one of her cleaners did not do a satisfactory job. The date was August 3, 2021. I alerted the company on August 9, 2021 to the problem. It took Rosemary until August 30, 2021, to “contact” me. She left a voice mail; when I picked up, she hung up. I still have the voice mail. She only called on August 30, 2021 because on August 24, 2021 I asked Citi bank to reverse my Master Card payment of 129.32 from Elite Home Cleaner’s account. Citi bank reversed my charges of 129.32. Every other company, in the cleaning profession or in any other profession, they said that with an apology they would have just sent out another cleaner. Her negotiating skills are antagonistic and unprofessional. I was just mystified that with so many cleaner services available that value and respect the

  Business response

  10/06/2021

  Not even sure where to begin with this complaint.  It is TOTALLY FABRICATED!!  If you check our public reviews you will see we are an excellent company with one of the highest ratings for cleaning companies in the state at 4.8.  We ALWAYS respond to client issues and work hard to please our clients.  I have addressed her concerns below.
  She stated:  Elite Home Cleaners is a company owned by Rosemary. And while the company does acceptable work, the company should be avoided because of Rosemary’s nonexistent mediating skills. After ten cleanings, one of her cleaners did not do a satisfactory job. The date was August 3, 2021. I alerted the company on August 9, 2021 to the problem. It took Rosemary until August 30, 2021, to “contact” me.
  My Response:  Talia is our office manager and handled her complaints – 2 lights were left on (she was home at the time, so we did not know she wanted the lights off) and a rubber band was on the floor.  That was all.  We told her we would be more careful the next time and she seemed satisfied.  She never asked for me to call her.  Talia ran the business for me.  I have since sold the business but I want to respond because we were always a great company who always did the right thing!
  We had to skip her next regularly scheduled cleaning because we were short-staffed.  She called repeatedly to get back on the schedule.  Never once did she ask for me (Rosemary) to call her back.  She was very rude to our office manager telling her she did not need someone with a master's degree, just someone with common sense to clean her home.
  After several weeks and we did not reschedule her cleaning, she disputed her credit card charge.  We have responded and argued that the services were performed - we dusted, vacuumed, washed floors and scrubbed 1 full bath, and cleaned all the other living areas on her job order.  We also changed her sheets.  Again, she complained about 2 lights being left on (she was home at the time) and a rubber bank on the floor. 
  I believe she disputed the charge because she was angry that we had not rescheduled her cleanings.  We were extremely short-staffed at the time.
  When I was alerted that she had disputed our charge with her credit card company I called her.  This was the first time I called her and we did not even speak.   I was planning to offer her a 25% discount even though I do not believe she deserved it but after hearing me speak into her voice mail she picked up the phone and would not speak to me – she immediately hung up.   I have never spoken to her before.  I tried to call several more times and her line was busy.   
  She stated:  She left a voice mail; when I picked up, she hung up.
  My Response:  As I was leaving a voice mail she picked up and hung up on me.  I assume she then took her phone off the hook because it rang busy.
  She Stated:  I still have the voice mail. She only called on August 30, 2021 because on August 24, 2021 I asked Citi bank to reverse my Master Card payment of 129.32 from Elite Home Cleaner’s account. Citi bank reversed my charges of 129.32. Every other company, in the cleaning profession or in any other profession, they said that with an apology they would have just sent out another cleaner. Her negotiating skills are antagonistic and unprofessional. I was just mystified that with so many cleaner services available that value and respect the
  My Response:  Services were rendered and she admits the work was acceptable but still she disputed the charges.  Does not make sense.  We never negotiated anything because we never spoke.  I have responded to the dispute and hope the bank will respond favorably to my response.
  She never asked for us to send someone else out.  To pick up a rubber band and to turn a couple lights off?  However, the time before this she complained that she could not find her sheets.  We actually did send someone out to help her find her sheets.  I forget where they were but do know that they were exactly where we told her they were.  This was a completely unnecessary trip on our part but we did it to try to keep a client happy. 

  Customer response

  10/14/2021

  My response:

  I would be more inclined to pay for Elites jokes than their business relationship.
  

   

  I am doubled over with laughter regarding their reference to them making me angry:.

  They flatter themselves with notions of them having enough influence in my life to move my mood needle.  Why the **************** garbage men   have more of an influence over me than Elite. A call to ********* and a call to a reputable cleaning company, and ****, Elite is gone. No worries; no troubles.

  With over 135 agencies just chomping at the bit  to clean toilets and chase dust bunnies, why would I be angry because an outlier, such as Elite,   does not value their customers. am so happy with the replacement of Elite.  They welcome criticism ; they have a 24/7 contact person, and there are acquainted with the practices of cleaning and customer service.
  

  The BBB review information about my new company was most helpful.

  And as for the subject of offering me a begrudged 25% discount???  LOL, LOL, LOL!!!  I am not in a financial position that I have to accept any grudgingly given renumeration. ********* thought so also.  That is why they reviewed my dispute and awarded me with a full 100% renumeration of $129.32 from Elite.  Elite would be better benefited by offering a 25%bonus to their staff, so that they can purchase vacuums that can pick up rubber bands and other detritus.    Rosemarys customer service *****, but her vacuums do not.

   

  In conclusion, as I mentioned, *********, a multibillion financial institution, reviewed my dispute with Elite.  They profusely apologized for the antagonistic manner that Elite conducted themselves.

  A financial institution of this stature handles **** plus disputes in a year.  Based upon their expertise, it was obvious which narrative was based on facts and fantasy.  I am told that hundreds, if not thousands of companies are  indelible stains on the fabric of their professions.

  Remedy:
  

  BBB thank you, again, for your support and assistance.

  No further remedy is required; I am very happy and satisfied with Citis conclusion and determination.

   

  I used the retrieved Elite $129.32 to tip my new cleaning company.

  And as I am luxuriating in my clean house, I will have a couple of Door Dash moments.

   

  No further contact with Elite is wanted or needed.

  The objective of contacting BBB was to have a permanent incident report and to hopefully prevent other clients from being bullied by Elite.

  Additionally, this report will be forwarded to other agencies.

   

  Case closed with BBB.

  E *********************

*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. ↩