ComplaintsforEcoCare

• Initial Complaint

  07/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ecocare failed to provide services for over a month. They had zero contact with us during this time. They are no invoicing ** for two months of services because we are canceling our contract after a month of non-service.

  Business response

  07/25/2023

  I spoke with ******** today and she told me she pulled the complaint. Is that not the case?

   

  Business response

  07/25/2023

  Please see the attached email.

  Customer response

  07/26/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract for cleaning services 2/2/2022. A key and alarm code was provided so they could clean after hours on Fri or Sat. February 16 we had our first discussion of no one showing up over the weekend to clean. We were told by ********************* that we would be issued a credit. I did not see a credit. On March 16 *********************** informed us that he would be making a change in the cleaning personnel coming to my establishment. Staff began noting areas that were not being cleaned. ***** did a walk through with me and noted that the service was not what it should be and assured me it would be corrected. On April 26 this email request was sent to cancel our service agreement. Things have not improved. This weekend I was told that the cleaning person came while clients were in the building. He was seen removing the trash and a quick sweep and mop through the back of the building. Reception staff said he didn't sweep up front, just mopped through while clients were here. There was no dusting, no windows through the building and he was out before they were. I was sent pictures of hair swept up right after he was done. Clearly we still are not receiving the services we agreed to so I believe it is time to end your services here." ***** replied that his crew supervisor stated the employee did a partial clean due to onsite staff and we would receive a partial credit. He then suggested changing to Fri evening for cleaning. We have still not received that credit. I sent a certified letter with documentation regarding why I wished to released from their service as well as the number of times they had shown up for shifts. ********************* explained that ***** would be sent out to another walk through to address our concerns. He had walked through more than once at this point. Again ***** agreed that things were not appropriate. I have a lot of documentation. Requested return of our key and told they are cleaning on Sun. This is at 1:00 AM in 30 mins.

  Business response

  08/12/2022

  We began this ***** sqft agreement in February with ************. We explained to them that with their heavy foot traffic and the number of animals that come in and out on a daily basis, they would need more than 1 clean per week. Two of the times we were there to meet with them, we experienced a dog peeing in the lobby and owners sitting and petting their animals. You could see the hair floating up and onto the floors. We had good communication with ************, but once she stopped working there they decided they no longer wanted our services. We followed the agreement (see attached), but they didn't want to continue using our services. They were very upset when we let them know that we still have the remainder of the agreement to complete. They began saying that we were not doing a good job. So we came out and walked with them a number of times, worked with the crew and followed up on any concerns. They wanted us to perform tasks outside of the agreed upon contract- i.e. cleaning all outside windows, they wanted all their walls cleaned daily and cabinets and baseboards daily. Once we showed them that we were doing what was in the agreement, and that they were getting dirty within hours of opening, they remained upset. They constantly insisted that we weren't doing enough. We reminded them a number of times of the specifications, but they just wanted to cancel. Then they accused us of not showing up for a couple of weeks. I talked with the supervisor and received the times of arrival by the cleaning crews. I asked her to check their cameras and she realized we were there and we were cleaning. But then she just stated we weren't doing a good job and they should be allowed out. We have agreed to let them out early without penalty as long as they pay for the outstanding July invoice for services rendered. Our operation manager will be there on Aug. 12th to return the keys and remove our equipment. It is never our intention to sign someone up to a service they do not desire, but we do honor the contractual terms because it means jobs for so many people. We wished they could have understood that and followed it as well, but we do not wish to work so hard cleaning someone's facility that do not want us to be there. I have attached the credits and the remaining invoice for services rendered for July. They need to pay for the remaining due for July and then we will agree to let them out of the agreement. I have also attached the agreement. 

  Customer response

  08/15/2022

  Complaint: 17659688
  
  I am rejecting this response because:

  ************ is incorrect in the items that were requested from us.  We have staff that cleans throughout the day everyday as we are a veterinary clinic. ************ did tell ************* that once a week service would suffice for our deep cleaning needs as we do clean multiple times a day. We did not at any time request that they clean the exterior windows.  An easy example was the expectation to dust and it was expected to occur in our exam rooms. This was confirmed by *************  We would return after their cleaning to find the bookshelves in the exam rooms were coated in dust. This was an area of responsibility we had removed from our staff but they would have to do as EcoCare was not. They did not sweep prior to mopping.  I entered the building shortly after a cleaning and picked up paperclips, etc on the floor that they had swept and mopped. I inspected my reception area to see nothing appeared to have been cleaned there either. As you can see on our agreement dusting and phones being cleaned are part of it.  I have 28 phones in the building. They were witnessed mopping without sweeping or cleaning the bathrooms on a day they arrived while we were open for business. At this time we had been told of only one custodian being assigned to us and that is all that was ever seen. EcoCare changed their time to enter my MEDICAL facility to 1:00 AM where ************ claims they had a large crew entering to clean my **** sq facility in 30 minutes. This was not discussed with us in any way and is concerning to me as it seems it was done so I nor any other manager might walk in while they were present.  The break room sink and bathrooms were clearly not being cleaned.  This was very evident upon entering first thing Monday AM. when there had been no foot traffic, doors opening, or animals in the building for 48 hours to account for the obvious state of the building after they had been there.  They were told they had been removed from the alarm and attempted entry.  Cameras show them running and returning after police left.  I am not sure why you would run if you are supposed to be there.  I now also owe a fee to the **** for the burglary call. ************ said we were being released from contract in his emails.  His supervisor ***** not only agreed the service was not being done properly in each walk thru -he also pointed out additional items to us.

   

  ************ is not going to be honest in his reply to my complaint.  He did not issue any of the promised credits for missed or absent work until this claim was filed and even so gave essentially nothing back for the day his custodian showed up during business hours and was seen doing very little contracted for. At this point ************ needs to release us from our contract with it being marked as fully paid and I will not pursue additional reimbursement from services owed and not performed or for the bill to **** for the alarm being triggered.

  
  Regards,
  
  *******************************

  Business response

  08/18/2022

  Section 8 of the agreement (attached) is designed to avoid this type of situation and must be followed to cancel the agreement. You have 6.5 months left of the signed 12 month agreement totaling $3,206.38 and a past due amount of $493.29. Please provide me with a copy of the following mailed letters: the 15 non performance letter, the letter stating the non performance was not corrected and the letter you mailed with the required 30 day notice per section 8 of the signed agreement. If you can not provide proof that the proper early cancellation steps were followed and proof all invoices have been paid then the remaining term of the agreement is still active.
  I am willing to offer one last time to release the remaining 6.5 months of the agreement totaling $3,206.38 as long as you agree to pay the remaining past due amount for services rendered for the month of July $493.29 within the next 10 days.

  
  

  Customer response

  08/22/2022

  Complaint: 17659688
  
  I am rejecting this response because:
  
  I have provided many documents showing that we attempted to work with this business.  I am attaching photos that were proided to them immedfiately after their employee (and yes they only sent one person) "cleaned".  I am also attaching emails that show ************ received our letter and did offer to end our contract.  I am also attaching emails showing that after being told that they ere removed from the alarm and not to enter the building that ************ did not inform his employees resulting in an alarm being triggered and police called.  Clearly there is no communication within this organization.  I stand by my original request as the cleaning has not been done as agreed upon since they changed employees after one cleaning.  This was agreed by his supevisor ***** who pointed out additional issues on each visit.  ************ was never asked to clean our exterior windows, baseboards and walls daily as ************ claims.  The cleaniong was never up to standard and no one could tell that they had come in the moddle of they night when we would arrive the following morning after two days of noone in the building.  His excise of heavy foot traffic and animal hair does not hold up to that.  We have not had anyone in the builidng in the month of August.  I do have additional files to attach.  I am asking that ************ end the contract effective 6/30/2022 and part ways amicably.  I am asking the BBB to please intervene and help t make a decision.

  
  Regards,
  
  *******************************

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