ComplaintsforLupe's Home & Office Cleaning

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After hiring this company to do my cleaning, I went into their portal and uploaded my credit card information for automatic payments.I went in today after 3 services and I noticed amount charged for every service was higher than amount quoted because they never mentioned it was pre tax and a different amount would be charged to my card.I tried reaching out to them to get refunded for difference and to stop service.I was met with a rude accusation that I was trying to extort them.That they would just reply that I was dumb to assume the quoted ***** was pre tax.Cleaning was mediocre and I want a refund for the difference

  

  Business response

  09/19/2023

  **********, contacted our office to request a quote for services via text message. Our office replied to his inquiry with a quote for cleaning, the price for cleaning twice a week. The sales tax was not discussed since it was an inquiry for services. The customer correctly did not expect our company to calculate how much it would cost on the weekly, monthly, or yearly basis, but failed to expect us to calculate and include the sales tax in the quote. The customer requested a refund, which we denied. If the customer wants a refund, he should contact the ***** Comptoller office. When he was explained the cost of the service, he tried to extort us by saying, "I will get a refund, or will go directly to bbb and also post online how the price I was quoted was not what I was charged. I own a business and if ther..." The customer was emailed confirmations prior to the initial service, as is viewable in the text message; the confirmations are Service Agreements. Within the service agreements, it shows the cost of service, the tax amount, and the total amount. There are no hidden fees, just the sales tax.

  Customer response

  09/19/2023

  Complaint: 20623812
  
  I am rejecting this response because:

  Service was started prior to this terms being acknowledged. 
  
  Regards,
  
  *********************

  

  Business response

  09/19/2023

  The customer falsely states that the service started prior to confirmation. The customer admittance of saving his credit card information is confirmation according to our service agreement. The confirmation email received by the customer includes our Terms & Conditions which is as follows: "PREREQUISITES FOR SERVICES: To ensure we meet your expectations as a customer and for our company to render services correctly, we require the following: CREDIT CARD: Although paying for services with a credit card is optional, we require customers to have a credit card on file to ensure timely payment for our services. This requirement also prevents customers from incurring late-payment fees and is a method to charge for belated cancellations, lock-out fees, and fees for service locations considered unserviceable. " Moreover, the customer confirms in the text message,

  Lupe's Home & Office Cleaning, LLC

  **************
  9/10 05:43 PM
  Yes, Mondays and Thursdays will work for us. We have tomorrow at 8:45 am or afternoon. We'll just need your first and last name and your email address.
  
  *********************

  **************
  9/10 05:44 PM
  *********************
  ****************
  
  *********************

  **************
  9/10 05:45 PM
  8:45 on both days will work great

  Customer response

  09/19/2023

  Complaint: 20623812
  
  I am rejecting this response, I am not asking for a full refund. I am asking for the difference of what was quoted to what was charged.

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

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Lupe's House Cleaning for a monthly cleaning service. The first few visits were okay but on the last visit the cleaners damaged most of our newly installed bathroom hardware. They appear to have used something abrasive on our chrome bathroom fixtures. When I contacted the manager he asked for photos and said a team would come out to fix it with polish. When the team came out they didn't address the issue and left. I further contacted the manage and got no response on what they planned to do to fix the issue.

  

  Business response

  10/26/2021

  Thank you for sharing your experience with Lupe's House Cleaning. We attempted to resolve the damage even though we believed we didn't cause it. We provided a link to our insurance along with our policy number to file a claim. 

  Customer response

  11/04/2021

  Complaint: 16059370
  
  I am rejecting this response because:  the insurance doesnt cover damage to property.  
  
  Regards,
  
  *********************

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