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:01/04/2025

  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.

  On March 3rd, 2025 I contacted One Gurl Two Buckets ******************** about a promotion to purchase a block of 8 hours cleaning service (via a gift card) for my personal use. I received an estimate and an invoice upon payment for the services via e-transfer. Both documents (attached) included detailed terms and conditions for the services and the purchase of the gift card. Via ******** Messenger, I scheduled an appointment for March 22nd at 12:30pm for 4 hours of cleaning. On March 22nd I received a text message that One Gurl Two Buckets would be late for the 12:30PM appointment. At approximately 1:00PM I followed up via text message and offered to reschedule the appointment if One Gurl Two Buckets could not make it. The appointment was scheduled for March 29th for 8 hours (the total amount of the gift card for the block of hours). On March 29th, One Gurl Two Buckets again messaged that she would be late and delayed the appointment from the 11am booking until 12pm. I followed-up via text message at 12:20PM and did not receive a response. at 12:24PM I texted to cancel the appointment. On Saturday March 29th and Monday March 31st I texted to ask for a refund and informed One Gurl Two Buckets that I did not want to try to book at 3rd appointment. I did not receive a reply via text message.On Monday March 31st I message One Gurl Two Buckets with the same message as sent via text and she replied and stated that the gift card was not refundable but could still be used before it expires on June 1st. None of the documentation provided by One Gurl Two Buckers, nor the invoice state if the gift card is refundable or not, nor am I entirely clear if I purchased a gift card (as I understand that gift cards do not expire in **) or a block of hours from One Gurl Two Buckets. The details of these messages and exchanges are included in the 'Timeline.pdf' document ************* to ******** page: *******************************************************

  Business Response

  Date: 02/04/2025

  And I was contacted by **** about my 8 hour spring cleaning promotional gift card that was available for purchase through the month of March until the 31st but was redeemable March 1st until June 1st as this is a promotional gift card I am allowed to have an expiry date and to make them non- refundable **** and I scheduled an appointment and I was doing a move out clean that day that continued from the night before it was a bigger job than I had imagined and it had sent me back I told **** about it he said it wasn't a problem he would be home all afternoon as I was about to head to his house when I was packing up my car he suggested we reschedule although I was willing to go and clean his house that day we decided to reschedule the second appointment I was late getting into town as I worked very late the night before and I'd slept in I explained this to him and tried to get there as soon as I put possibly could again right before I was about to get to his house maybe 20 minutes away he canceled the clean I then sent him another available date for that week he got back to me hours later told me he wanted a refund I did not see that message until late at night as I was already doing another clean after he canceled if it's somebody else in I responded to him the next day apologize profusely I told him I'd like to make it up to him he refused my services said he wanted a refund I told him numerous time set the gift cards are not refundable as there are promotional offer

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23139601
  
  I am rejecting this response because: the business cannot keep appointments and does not have any documented policies about refunds. Its a trivial matter to issue a refund and it should be done promptly. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/04/2025

  As I have stated the gift cards are non-refundable but they are redeemable until June 1st you can reschedule an appointment anytime from now until then you have 8 hours left on your gift card thank you have a great day

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23139601
  
  I am rejecting this response because: the business did not provide any notification, terms and conditions or other documentation stating that the purchase was non fundable. Even when later stating that there are no refunds, the business has not provided and policy or documentation to support this claim. The business also had a reasonable amount of time to provide notice of these terms, if they existed, before I tried to redeem the gift card but they didnt.
  

  It appears the business is making up policies on the fly to avoid a refund. No services have been rendered, there is no loss to issue a refund. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/04/2025

  I understand your frustration regarding the gift card refund. Unfortunately, as I do not currently have a refund policy in place for promotional gift cards, I am unable to process a refund at this time. However, we would be happy to offer you store credit for the remaining balance, which can be used for any of my services. I value your business, and apologize for any inconvenience this may cause.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23139601
  
  I am rejecting this response because: the absence of a policy and failure to notify a customer does not mean a refund cannot be issued. The business is simply making up policies after my complaint was received to avoid issuing a refund. Had policies been formally documented and provided at the time of purchase or prior to redemption this would be acceptable but that is not the case. Again, a refund is the only acceptable outcome in these circumstances. 

• Initial Complaint

  Date:01/04/2025

  Type:Billing 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.

  Paid on March 18, 2025 for 8 hours cleaning (4 in house, 4 in car). She did not show up at all for the first scheduled date and was 2.5 hours late for the second scheduled date. I asked for a refund which she refused and offered me a 3 hour gift card as compensation. She only cleaned for 6 hours in the house and then said there was no time to clean the car and I'd have to wait another month until she was in town next (even though i paid the out of town rates already) and I'd have to pay her more since she wasn't going to honor the compensation she offered since I didn't say thank you for it. She did a terrible job cleaning and did not complete over half of what was supposed to be done. We found her sitting in her car smoking when she was supposed to be cleaning. Upon looking online I found multiple people that she did the exact same thing to.

  Business Response

  Date: 02/04/2025

  I am currently running a promotional spring cleaning gift card promo *** contacted me about a car detail I told her the pricing I also told her about the promotion I was running as it would be a better deal for her she bought one. we decided on a date the 18th she wanted to have the house cleaned first and then the car detail done with the remaining time I told her I could do that and I could have, but her home was in dire need of a cleaning she had an extensive list that she wanted done on the first appointment in the morning my cat came home with a large wound on his head there was a lot of commotion I had to take him to the vet I forgot to contact *** due to the commotion when she messaged me I explained what was going on I was still going to go out there that day and do the work for her as much as I could do that day  originally we were going to split the days up anyway so I figured I could do half that day on the 18th and rebook her for another half.

  I completely mixed up where she was located with another client who lives in *************** I began to drive when I got to the turnoff at *************** that's when I punched in her address and I realized I made a mistake and she was in ffact in ****************************

  By then it was super late I was tired and she was mad so I made the call to reschedule she then asked for a refund I told her the gift cards are non-refundable and my knowledge is that when running a promotional gift card they are allowed to have expiry dates and they are allowed to be not refundable because it's a spring promotion running from march 1st to June 1st.

  she was rude and mad which is understandable but I did have a day off a week later that I had planned to work at my house and I offered her that day to book rather than her waiting until my next availability 

  II was running late on the 25th I told her I was running late and that I had to stop at the store to get an extension cord as I forgot mine so I can do her car detail.

  when I got to her home I started cleaning immediately I started with the entrance way I scrubbed the door the windows on the inside and the outside the entire entrance way and then I worked my way up the stairs where there was one bathroom and a lot of dirty walls and baseboards I hand scrubbed all of the walls the baseboards and did a top to bottom in the bathroom there was a lot of soap scum and rust in the bathtub I had to use an SOS pad to get it clean all of these things  take time to complete I went downstairs to complete the rest of the house cleaning before I started I went to my car to eat an orange and have a break as I had already been going for 2 hours her partner came home while I was in my car for a 15 minute break and then I went inside and I continue to work on the walls leading into the second bathroom and all the baseboards I pulled the couches out I cleaned them behind them I did the windows I worked my way through the dining room dusting baseboards walls windows and then I went to the kitchen and before I started the kitchen I went to my car I had a banana and another 15 minute break.

  then I went in to do the kitchen now the kitchen she did not tell me when she purchase the gift card that the kitchen was riddled in Mouse f**** in urine she did not mention that until 6 days after she purchased a gift card had I had known about the mouse f**** and urine prior to her buying the gift card I would have informed her that that's a biohazard clean as mice carry toxic diseases in their f**** and it can be very harmful to human beings biohazard cleans have a different rate but I let it go because she had already purchased the gift card at that time the kitchen all the bottom cupboards under the fridge under the stove in the drawers there was Mouse f**** and lots of it I emptied all her cabinets cleaned them inside and out then put everything back in.

  the cupboard doors were white and covered in stuck on Grease along with cleaning the over inside and underneath and under the fridge as well. I don't pull out the washer because it was crammed in a corner of the kitchen with a microwave cart and a table in front of it the kitchen took time to finish she had messaged me about the car detailing I told her I was still working on the kitchen we were already at 5 hours and I still had the mud room to clean she told me not to do the mud room I continue to clean the kitchen at some point her and her partner left and when I finished in the kitchen I packed up and left to drive home I messaged *** and I told her that I was done and that there was an hour and 15 minutes left on her gift card and the next time I came to ******* which was in just a couple of weeks that I would let her know prior to when I am coming down so she can decide what she would like to do with the rest of her time she didn't got very belligerent swearing at me calling me a crackhead and a scammer even though I went there and worked for seven straight hours minus my two 15 minute breaks after that myself contact with her she was threatening to tell everybody that I scammed her when in fact I did not I accidentally hit the job and she had an hour left on her gift card a few days later I got another threatening message from her calling me stupid effing b**** again more threats I understand that she was upset about me being late unfortunately I have booked myself quite tight I've been doing back to back 8 Hour cleanings without days off and my time management has been poor I apologized to *** numerous times I tried to make it better she was rude and then she got even worse after the job was done the gift cards are non-refundable especially when she's already claimed 7 hours of that gift card not including the three and a half hours travel that I don't charge for

  the way she spoke to me was completely unacceptable whether or not I was late as far as I know I am allowed to have an expiry date and I am allowed to say that the gift cards are non-refundable because it is a promotion that was available for purchase throughout the month of March until the 31st and it was redeemable from March 1st until June 1st

  I do not believe that I owe her a refund at all the gift cards were not refundable and she's already cashed in 7 hours of the 8 hours she purchased

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23133040
  
  I am rejecting this response because:
  I paid for 8 hours and only received 6. I would like a refund of the 2 hours that I did not receive. 

  
  Sincerely,
  
  ***** ******-*****

  Business Response

  Date: 02/04/2025

  You received 7 hours of work and you have an hour left on your gift card which is redeemable until June 1st as I've stated to you multiple times I will not be refunding you because the gift cards are non- refundable thank you have a good day

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23133040
  
  I am rejecting this response because: It was only 6 hours and I will never allow you on my property ever again you are not trustworthy i cannot give you access to my home. Therefore I cannot redeem the gift card. I would like a refund of the 2 hours you did not clean. We will need to have a mediator assist since you cannot come to a compromise.
  
  Sincerely,
  
  ***** ******-*****