Complaints

This profile includes complaints for Perfect Cleaning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Perfect Cleaning has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Perfect Cleaning

  7921A W Broad St Ste 113 Henrico, VA 23294-6344

• 

  Perfect Cleaning

  PO Box 2263 Glen Allen, VA 23058-2263

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:11/06/2024

  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.

  I had an incredibly disappointing experience with Perfect Cleaning, and I feel compelled to share so others dont waste their money like I did. I hired them for a two-hour cleaning session, expecting a professional, thorough job, especially since Id heard good things from their website. Unfortunately, my experience was anything but professional.First off, they didn't even stay the full two hours I paid for. They wrapped up and left well before their time was up, but I still got charged for the full time. I wouldnt have minded as much if they had actually done a decent job, but they didnt even come close. I asked specifically for a few key things to be taken care of like cleaning the shower, appliances, and the baseboards thinking that would be standard for a cleaning service. But when I went to check afterward, none of these were done.The shower still had soap scum and grime that any real professional should have been able to handle. The appliances, which I mentioned as an area that needed attention, looked untouched. The baseboards, which were a specific request, had obvious dust and dirt left on them. It seemed like they spent more time ******* through and skipping steps than actually focusing on the work. For the price, I was expecting a high level of detail, but this was beyond sloppy.Overall, it was an incredibly frustrating and disappointing experience. I ended up having to spend my own time cleaning up after they left, essentially doing the job Id hired them to do. For a company that claims to be "perfect" at cleaning, they fall way short of that ***** I cant recommend Perfect Cleaning to anyone looking for reliable, thorough service this was a complete waste of money and time. The team has refused to process a refund, and have only offered a redo or a 30% off discount to rebook. RESPONSE BELOW

  Business Response

  Date: 11/22/2024

  The customer paid for two hours of ********************** service. By our employer GPS tracker the cleaners  stayed at the customers home for an hour and 57 minutes.  We have this documented. The customer asked the cleaners to leave. The customer also had a chance to inspect everything before the cleaners left her house.  Cleaners said that the customer was satisfied with everything. The customer called to complain about the quality of the service.  We offer to send the ladies back to her house for a redo cleaning, which is part of our quality control and our service guarantee procedure.   The customer refused and ask for her money back.  The customer did not give us a chance to fix a small detail in the cleaning . She threatened us by saying she was going to post a bad review if we didnt refund her.  We understand that this was her intention since the beginning, to get a free cleaning. We blocked her in our system. We wont provide services to this customer any longer.

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The statements made are completely false, my ring camera captured the time of arrival and departure. Happy to provide those time stamps if needed.

  The team has been incredibly rude and unprofessional when handling this issue. There are countless poor reviews detailing unsatisfactory results on ******, and a cleaning completed by a notoriously unsatisfactory cleaning service will nonetheless result in another unsatisfactory cleaning. The cleaning ladies left before I returned home, so I did not ask them to leave nor review their work while they were there. Finally, to presume this was all a ploy to get a free cleaning service, I will let this be known that hired ANOTHER cleaner who completed the job no problem. In which I had zero qualms about paying AND tipping. 
  Regards,
  
  ***** ********
  
  
  
  

  
  

• Initial Complaint

  Date:04/19/2023

  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 used cleaning services provided by this company Perfect Cleaning (or it maybe under ******* House Cleaning) for over 1 year. Over several different cleanings, the people coming into my home were not gentle with my window blinds (even after warning them after the first time I noticed they had broken them during cleaning), resulting in 4 different blinds of 4 different windows becoming broken and damaged. I contacted the business back in December 20,2022, to notify them of the damages. I was instructed to email photos of the damages to which I did. After several days, a supervisor called me to follow up. I was told by this supervisor to buy my blinds and submit the receipt for reimbursement. I submitted the receipt on 3/26/23 which totaled $256.01 and the company did not respond to me. Until 4/11/23 I had a conversation with someone named ***** saying no one has contacted me yet. She said she was the financial supervisor and would escalate the matter to her boss in quality control because of the delay in someone contacting me, she then confirmed how I wanted the refund (check or my card on file), to which I agreed refund my card. She said that would be doable. Three days later, I got a phone call saying now the company is saying they will not reimburse. This phone call came from a someone named *******, who is staying he is the owner of the company. And now he is claiming that he has to send an insurance adjustor to inspect my blinds, which I no longer own since they have been replaced based on the original instructions given to me to purchase and submit receipt for reimbursement. *******, the owner is very rude, hangs up the phone on me , and argues excessively and he is not professional enough to have a speaking conversation with. He barely lets me speak, so I have no choice but to go this route for help. The emails for this company are either ******************************* OR *******************************************

  Business Response

  Date: 05/08/2023

  In response to ********************* complaint about her broken blinds, I would like to mention a few important points to clarify this matter.   First, our  company never told her that we were not to address her complaint or denied responsibility; on the opposite,  we wanted to solve this problem as soon as possible . However we had to investigate to determine if the damage was really cause by our cleaning team or the blades of the blinds were already cracked or the material properties had been affected by temperature variations in the house or by moisture, or they were too old .  We needed to submit this to our insurance company so a specialist could determine the real possible cause of the damage.  Our team handles blinds everyday. They are trained to properly handle any type of blind. By the photos in attachment, in my opinion, it does not seem that those blinds were damaged by simply mishandling . But I am not the one to determine this . Unfortunately, the customer went ahead and purchased all four new blinds without our approval .  In the last conversation with the customer, ********************* insisted that someone in our office authorized her to buy the  blinds, but everyone here knows that we need to follow the protocol for whenever an accident happens in a customers home, which is communicate our insurance company immediately. Unfortunately customer did not save  single piece of the blind so that the specialist from our insurance company could make a technical evaluation of the possible cause of the damage.  Also, even if the specialist had determined that the damage was caused by our team by mishandling the blinds still the blades could be purchased separately, this way avoiding the purchase of the entire blinds.   At this point, we dont believe its fair for our company to take full responsibility of this incident . 
  Sincerely , 
  *****************************
  

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In response, I will like to reply that the intial supervisor I spoke to when I called to alert them about the mishandling of my blinds, clearly did not know the protocol for the insurance process. In fact, even the last conversation I had with a supervisor, she did not mention this and instead asked me how would I like my reimbursement: check or card on file? Not once did anyone mention to me the process of including an insurance company until AFTER someone told the owner to take on my complaint. Two other supervisors I has conversations with never mentioned this insurance inspection. And I dont have any pieces of the blinds because I was told by the company supervisor to purchase and submit a receipt, which I did. And only then when receipt was submitted, blinds installed, did someone mention to me this process of having insurance inspector come. The blinds are 1.5 years old, as I personally bought them all brand new when I moved into this home and furnished them all myself. And I was even patient enough to not mentioned they were broken two different times by cleaning services. Finally, after third and fourth time where I saw they keep mishandling the blinds (even after warning them each time they came after even the first broken one I noticed) they STILL were not respectful enough to be gentle with said warnings. And they would throw away the pieces to hide the evidence. I never found the pieces broken off. They always collected them and took with them- didnt even have the decency to say sorry you warned ** but it happens to break. Nothing. And lastly  Id like to add when the owner told me phone calls were recorded, I insisted he find the phone call back in November, December, or January of 2022-2023 (I cant remember exactly when it was) where someone told me over the phone to buy the blinds and submit my receipt, he never sent me that phone call recording as I had requested. Instead he sent me a very recent phone call recording from the last conversation I had with a supervisor (and before the owner called me denying my reimbursement) who told me she would look into it and proceeded to ask me how I would like my refund (check or original card on file). I am not sure why I never got that original phone call recoding where someone in the business really told me to buy them. I would not have bought them then call someone and say reimburse me. I am not naive to know these type of situations  with established businesses requires a mutual agreement. I know there is proof in a recorded phone call, but it was not delivered to my email as promised. The last phone call or encounter I had at all was with the owner who said he would email them and then hung the phone up on me, rudely. I believe I am owed all, or at least partial reimbursement because someone in that business did not know the process, and I only followed what I was advised and told to do by them. Maybe in the future, all of these situations need to be directed to the owner himself, as I witness personally at least two of his supervisors do not know formal protocol do these matters. And I should not be blamed for that.

   

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