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:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Total amount $1,157.21 USD
  Date 10/08/24
  
  Returned due to the product not working and the only refunded $876.92
  
  They scammed me nearly $400 by charging a “restocking fee” for a damage product that they sent.
  
  I’m seeking a complete refund since we did not chose to get a damage product and this should not be my fault to pay for

  Business Response

  Date: 11/22/2024

  We handled this return as we would for all of our customers, initially.  This is a business practice of no refund on shipping and applicable restocking fee applied.  With that being said, though, we waived all of these practices for this customer as she was extremely unhappy.  I messaged her and told her to give us a short time to take care of, as this is a process and not instantaneous.  This complaint was filed simultaneously unfortunately.  She has been notified of her full refund, so I have no more additional comments.

  Thank you

  CleanFreak CS

  ********

  Customer Answer

  Date: 11/22/2024

   
  
  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,
  
  
  
  Maria ******

• Initial Complaint

  Date:09/19/2024

  Type:Product 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 purchased a carpet extractor that is supposed to heat up to 210 degrees Fahrenheit. When doing everything correctly and troubleshooting the water doesn’t even get warm. I contacted them right away and was told returns aren’t accepted because I financed the product but I was promised a working product and paid off the entire balance the same week of delivery. I paid almost $3000 for the machine alone that is supposed to have a 90 day labor warranty and still have not heard back from the service department after many tried attempts. It is reaching 90 days and I haven’t even been helped. I would like to return the machine for a refund, a replacement with a working machine or actually receive service that will fix my machine. I am a small business owner and I saved a long time for this machine and have lost so much business from this.

  Business Response

  Date: 09/30/2024

  We are in contact with the customer and resolving her issue.  These are the options that we provided below and she has chosen the second option.  We are working through the details now, with the customer.

  We have heard back from the Vendor and Equip Services,
  regarding your machine.  There are 3 options for troubleshooting and
  getting the machine back up and running.
  
  -There is a Service Center in Eugene, OR that looks to
  be about 2 hours away from you.
  -We can send a thermostat along with a diagram of
  install, to allow you to see if that takes care of the issue.
  -Or, the machine could be sent back to us for review
  in house but it would have to be boxed, shrink wrapped and secured on a pallet.
  
  Just let me know which option is best for you and I
  can provide details according to the selected option.
  Thank you
  CleanFreak CS

   

  Ticket KS350600

  Business Response

  Date: 11/01/2024

  There is not a max or min cost.  Until we assess the machine, we are not able to speak to this.  The machine would have to be reviewed.  Sometimes the customer incurs a cost and sometimes they don't.  We do not know what is going on with the machine until the tech reviews it.

  Customer Answer

  Date: 11/04/2024

  
  
  Complaint: 22309065
  
  
  
  I am rejecting this response because:

  I want to make sure it is worth it to return it and pay for repairs rather than purchasing a new machine from a different manufacturer. Could the cost for repairs or replacement be above $1,000?

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

• Initial Complaint

  Date:03/13/2024

  Type:Product 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.

  We made a large purchase from CleanFreak on Feb. 15, 2024. The first time it arrived the machines were damaged. They re-shipped. The second time they were unable to be delivered due to no tailgate on the truck. The third time they were able to be delivered. When I opened the floor scrubber I noticed that it was used because of the soap scum that was left in the collection tank and underneath the lid. When I turned it on the vacuum does not work and it let out dirty water that was in the machine. They sold me a "used" unit as "new". They tried to re-package the machine to make it look new. This is absolutely disgusting that they try to pass used machines off as new. Every day without this machine is costing me money due to the account that is is for requires floor scrubbing daily. The machine is paid for. I have a broken and used machine, they have their money. How many machines do they sell as new while being used? Is the other machine they sold me used too? I financed this order and am paying $400 per month for a used, broken machine.

  Business Response

  Date: 03/21/2024

  KS320033 Ticket/Order CF510109285/SX 3720474  Amount 1614.99 per machine

  Customer's original order arrived damaged by the carrier.  We picked up those damaged goods and issued replacement SX 3722679.  The customer stated that upon arrival of the replacement, that 1 of the 2 machines was a used machine. I called the customer and explained that we do sell demo equipment, but we don't advertise new and ship the customer demo knowingly.  I apologized if that had indeed happened in error.  I told her that I would arrange for a pick up for this Dura 17, so that we could get a new Dura 17 replacement shipped to her.  When I told her that the machine would need to be strapped down to a pallet and shrink wrapped before the carrier would pick up, she refused that resolution.  I explained that the carrier will not pick up the machine otherwise. I also explained that the carrier does not provide supplies as well and will not pick up, unless ready upon arrival.
  It was unfortunate that the carrier damaged a couple of their shipments, and that we possibly by accident shipped a demo replacement.  But we have fixed each mistake and unforeseen circumstance without any hesitation.  This time the customer would not help us resolve the situation.  I was more than happy to send a replacement, but did not receive cooperation in getting the other machine back first.  This was a series of uncontrollable happenings, that I am always happy to fix for the customer.

   

  Customer Answer

  Date: 03/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I ordered and “paid” for a new machine. I received a used and broken machine. I cannot get this 400-500 lb. Machine on top of a pallet and package it for cleanfreak without having to pay someone to help me. I didn’t request them to send me a used machine while paying for a new one so it is very unreasonable for them to ask me to pay someone to package this broken one for them.
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 05/02/2024

  Customer decided to pack up the original item and we established pick up and brought back to our warehouse, according to our original request.  A replacement has been sent to the customer and is leaving our facility tomorrow.  Tracking has been passed along to the customer.  CleanFreak CS

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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.

  Date Of the transaction July 31.2023 Champion Cleaning Service LLC had purchased Clarke MA10 machine from *************** *************** Before taking the floor machine out the box, Champion called and spoke with one of the representatives from CleanFreak**** asking him "Lucas" questions about the machine and would it service the type of floors, Champion was using the Clarke MA10 machine for. He said Yes!!! That information was so far from true. The total amount of the this purchase was $1997.41 dollars. I've purchased larger machines from Clean Freak before. Champion called to get a shipping label, because this item purchase was well within the 30 days. It doesn't work for the job assignment at the place of business. Champion receives an email today stated Champion can't return because it's used. Champion didn't know this large piece of equipment was coming from a 3rd party vendor. This is totally unacceptable. Extremely horrible customer service.

  Business Response

  Date: 08/29/2023

  We were following standard protocol for return processes within our company.  Once we realized that the customer had been misadvised, we initiated a refund in full.  The day that we got back to her with these details, she mentioned that she had already filed a complaint.  The vendor did not allow us to send this back to them, but we took the piece back into our demo facility once we knew the full details.  We worked as fast as possible between all parties involved.

   

  Thank you

  Customer Answer

  Date: 08/30/2023

  Clean freak**** offer to refund Champion once I mentioned contacting BBB division. We’re still waiting for the credit.