Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:15/02/2024
Type:Status:ResolvedMore 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.
Clutter to cash was hired to clean the carpets, Clean 3 bathroom, and clean the kitchen in my mothers home, including some common flooring areas as well. The quote was aprox. $1500.00 by text by owner ******. The job was to be done February 6 and 7. They sent a bill for $2275.75 and never cleaned the kitchen, or 3 bathrooms, and argued that they did, and my level of cleaning was not realistic. I shared pictures of the 3 dirty bathrooms and kitchen with owner ******, he was ****, difficult and threatening. I had to hire cleaners to go in after his company as the house was sold and was to be clean for the new owners. I have 50 pictures and videos showing that it was not the level of cleaning performed, his company did not clean at all and pretended they did and overcharged for same. My ******* ****** ** * ****** ***** and had to sell the home and Clutter to Cash is taking advantage of her. i could not upload pictures form this computer but can forward through my phone.My mother has not paid the bill as we would like mediation for same.
Business Response
Date: 15/02/2024
The customers (****** & ****** ********) were given an estimate of approximately $1,500 for an estimated 16 hours of cleaning plus carpet cleaning charged by the room at "job site" ******************************* ******* **.
On FEB 6th at approximately 6:00pm, Our cleaning supervisor working that job site (**** '**********) advised ****** he would need more time to finish the job due to the size and state of the home.
Clutter to Cash brought in another cleaner (*********************************) on Feb. 7th at 10:00am to help expedite the job site. ****** was notified of this via text message from ****** to
************** (****** personal cellular) on FEB 6TH, 3:52PM (per screenshot attached iPhone 14). After the cleaning was finished, we received a call from ****** that he was not satisfied
with the cleaning job and that he would not be paying the bill.
At no time was ****** or ****** ever threatened on the phone or through text. ****** offered to send in a cleaner free of charge to "touch up" the areas that were missed.
****** declined this offer and said he "****** **** ** ** **** ** **** ***** *** *** **** **** ****".
The final invoice (#**** in the amount of $2,277.75 CDN) worked out to more than original estimate for three reasons. 1.) extra cleaner was required for 8 hours due to the size and state of the home. 2) 4 staircases of carpet that needed cleaning that were not in original estimate (billed at $40 per staircase) 3.) and *****' extra 5 hours of cleaning.
Customer claimed that he had video evidence that the 2nd cleaner (*********************************) was never even on site and that nothing was ever cleaned by either worker.
**************;does have videos and pictures of himself on site Feb. 7th between the hours of 10:00am and 6:00pm on FEB 7th. There is also camera footage of the Clutter to Cash work truck on site both days (Feb. 6 & 7).
We understand the cleaning wasn't done to clients satisfaction and are willing to work with them to make this fair for all parties involved.
Customer Answer
Date: 17/02/2024
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.
Sincerely,
****** ********
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