Complaints

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• Initial Complaint

  Date:03/25/2024

  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.

  On 3/20.2024, Juany cleaning services was hired by my *********************** of ***************************** Realty to deep clean my home in preparation for photos in order to put my home on the market on 3/22/2024. The company would provide intensive cleaning to my 3bed 2 and a half bath home of 1300sq ft. The service was scheduled for 2 hours including all bathrooms and toilets inside and outside. Two cleaners arrived at the scheduled time of 11:30am and started with the upstairs bedrooms while I stayed downstairs. They both did not speak english. About one and a half hours later, I was summoned upstairs by one of the cleaners who wanted me take a look at what she had done in getting some of the calcium that was built up in bowl and the marks on the shower floor. She was trying to explain that it took a bit of scrubbing and was proud of her efforts. I agreed that she did a good job and went back downstairs. After they left, three and a half hours later, I went upstairs to inspect, my carpet on entrance to the bathroom was soaking wet and I saw a puddle of water had formed around the bowl. I didn't think anything of it and wiped it up and went away. Later, I saw another puddle had formed and called my realtor and told him about the situation. He suggested that I turn off the water and message the company and send pictures. My realtor also sent a follow up message.The company replied back saying the they would do an internal investigation. I was not contacted but they emailed back and concluded that it was not something that the cleaner was on for, that the leak was coming from the base of the bowl and needed caulking. My realtor again emailed to explain their assumption of the problem was inaccurate, it is not the base but the leak was coming from a crack on or near the seat. Again they replied that the damage could only be caused by someone jumping up and down on the toilet. I am not satisfied with their assumption, would like an assessment and to be compensated. $284 was paid.

  Business Response

  Date: 03/25/2024

  As soon as we heard about the leak, we reached out to a 3rd party plumber in order to get his expert opinion on how the damage could be caused. We take damages very seriously and are insured for damage if we have determined that we are the cause. The plumber responded that this leak was most likely caused by wear and tear and that it would take great force for it to happen during a cleaning. Perhaps he exaggerated a little by suggesting that it could only happen if the cleaners jumped up and down on the toilet but we believe he was just trying to describe how much force it would actually take for our less than 100 pound cleaning team members to cause the damage. The cleaners had no cause to use such force for the clean, nor did they have any cause to sit or stand on the toilet during the clean. We have asked the client to feel free to get another experts opinion two times now, and we look forward to hearing back. 

  Customer Answer

  Date: 03/25/2024

  Complaint: 21480372
  
  I am rejecting this response because:

  The company has not reached out to me. I took pictures of the leak which caused a puddle at the base of the toilet but unsure where the problem is actually coming from. The company is shirking all responsibility, are relying on my pictures which they have said is too dark and they could not properly see. I am not sure what force they are referring to but the cleaner had to have scrubbed the toilet vigoursly in order to get the stains out, she would have had to lift up the seat to properly get at it. I believe the leak is coming from where the seat and bowl is connected, but I am not a plumber. They need to send their plumber to look at the issue and do a proper investigation.
  Regards,
  
  *****************************

  Business Response

  Date: 03/28/2024

  Hi, **********,
  We have not been able to reach out to you, since our only point of contact has been your realtor. He has not shared your information with us, so if you would like us to reach out to you, please feel free to call or text the office at ************ or email us at ****************************** I have also attached the email that your realtor sent us with the description of the issue, as well as his picture of where the leak was coming from. *********** felt that this was sufficient information for him to diagnosis whether or not our cleaning team could have caused the problem. He did not feel that we could have. Again, please feel free to get another expert's second opinion. We will be happy to work with you once we receive his/her opinion.