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:06/27/2025

  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.

  After 9 months using this service bi-weekly, one of their crews (rarely the same crew) reported that they were unable to find a parking place and they were charging me a 100% lock out fee.But there is public parking in front of our condo building and a public parking garage in the basement which also services several retail businesses and restaurants in the building. The management believed the crew (all crews only speak portugese) and in spite of my sending photographic evidence of many open public parking spaces on the street and plenty of parking spaces in the garage they insisted public parking was not available and offered me a 50% discount on the lock out fee.They also indicated that they had parked on the street previously and had had to pay a $40 fine. The only way they would have had to pay the $40 fine as if they had not paid the parking fee.... Signs requiring payment are posted everywhere on the street. I also sent them a video of the garage parking with multitudes of empty spaces. Their crew had told them that there were no spaces and large portions of the parking garage were blocked off. This is completely untrue. The company has refused to acknowledge the evidence I sent them....BTW The photos were sent within an hour or so of their claim not to be able to find spaces.

  Business Response

  Date: 06/29/2025

  Dear ***,
  Thank you for taking the time to share your concerns. Id like to take this opportunity to respectfully clarify several key points.
  Our cleaning team was present at the scheduled time and made every reasonable effort to find legal parking, including circling the surrounding garages, lots, and streets. On that particular day, the garages were full, the surrounding streets were fully occupied, and many of the available spaces were permit-only parking. Additionally, some roads in the immediate area were closed, further limiting access. We have photos and videos from our team, taken in real-time, clearly documenting the parking challenges on-site.
  Unfortunately, photos sent laterafter conditions may have changeddo not reflect the immediate parking situation our team encountered when they were actively on location.
  Its important to note that our company has previously paid multiple parking tickets at your location as a courtesy in order to continue servicing your home. In this instance, the team followed protocol to avoid risking additional violations and made a good faith effort to access your property safely and legally.
  When you told us "tell them never mind," our team was already at the location and had exhausted parking options. Per our lockout policy, which was provided upon starting service, if the team is unable to access the property due to circumstances beyond our control, a lockout fee equal to 100% of the service cost applies to cover the team's time and travel.
  Despite this, we offered a 50% refund as a one-time courtesy to meet you halfway, but unfortunately, we never received a response to that offer.
  We take customer feedback very seriously and always aim to resolve concerns with fairness and professionalism. It is disappointing to see these claims being shared across platforms when our company acted in good faith and according to our policies.
  Thank you again for the opportunity to have served you over the past months.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   1.  Until the days in question I had never been told there was a problem with parking.  I didnt not interact with the crews always differentbecause they were from ****** and spoke only Portuguese .
  2.  While I was still arguing that this was not a lock out .right after the non service, they charged my credit card for the full amount of $152.00
  3.  After I told them that I was disputing the charge on my credit card, they saw a negative review I posted and were contacted by you,  they said that AFTER I removed my BBB complaint and removed my negative review, they would process the 50% discount!!
  
  Regards,
  
  ******** *******

  Business Response

  Date: 07/03/2025

  Dear BBB Representative,
  Thank you for the opportunity to clarify and provide our final response regarding this complaint.
  
  1. Parking Issues Were Documented and Legitimate
  Our teams had, on previous occasions, received parking tickets while servicing this location, which we covered as a courtesy to continue providing uninterrupted service to Ms. ******** While she may not have been directly informed of each incident, parking challenges were a known, recurring issue at this location that we consistently absorbed in good faith.
  On the day in question, our teams provided real-time photo and video evidence showing that garages were full, some streets were restricted, some areas were closed, and many spaces were permit-only or unavailable due to road closures. This documentation was submitted to the BBB as part of our formal response. The initial call to *** was at 1:30pm to see if she could help us with parking, she texted us to never mind at 2:17pm, which is almost an hour of the ladies looking for parking, 
  
  2. Charge Process and Policy
  Per our written company policy, when access to a property is not possible through no fault of our team, a lockout fee of 100% of the service cost applies. Ms. ******* told our team to "never mind" while they were still on-site, after they had spent significant time (37 minutes) actively circling the area attempting to find legal parking.
  This charge was processed appropriately in alignment with our lockout policy as well as cancellation policy and was explained to the customer prior to processing. 
  
  Here are the terms and conditions that are at the bottom on every quote, job, and invoice: **********************************************************
  
  3. Refund Offer and Clarification Regarding Reviews
  Throughout this process, we offered Ms. ******* a 50% refund as a good-faith gesture, even though our policy fully supports charging the full amount in lockout situations. This refund was offered multiple times, and it remained on the table whether or not the public reviews or the BBB complaint were updated.
  To clarify, at no point did we require or demand that Ms. ******* remove her reviews or the BBB complaint in exchange for the refund. We simply stated that if she felt the resolution was fair and the issue was resolved, we would appreciate if her public reviews and the BBB complaint reflected that the situation was addressed. This is standard in dispute resolution and was not a condition, threat, or bribe.
  The refund remained available consistently regardless of her review status, but the customer chose not to accept the offer.
  
  4. Additional Fairness and Accommodation
  I also personally went out of my way to accommodate Ms. ******* by rescheduling her original Wednesday appointment to Thursday, despite our team being far from her area that day. This was done specifically to help her when we could have enforced her original appointment.
  Throughout our time working together, Ive always acted with fairness, flexibility, and professionalism.
  We carefully considered the photos and videos Ms. ******* provided but, as a professional service provider, we must prioritize our teams real-time on-site assessment, which documented the parking challenges at the moment they were present.
  
  At no point during our communication did Ms. ******* confirm acceptance of the offered refund or express willingness to move forward with the proposed resolution. Instead, the conversation continued without closure despite our multiple good-faith offers. We have consistently handled this matter with patience, professionalism, and fairness, and we respectfully consider it fully resolved on our end.
  
  Kindly, 
  
  *****. 

  Customer Answer

  Date: 07/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  ******** *******