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:06/05/2025

  Type:Delivery 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.

  Ordered February 2, 2025, package did not arrive in time. I contacted Aspenclean serveral times asking for assistance, they told me to contact the shipper they used to send me the package. The shipper (***) said the seller had to communicate with them. I received no status for weeks, during this time, I continuted to ask Aspenclean for assistance and none was offered. I gave up after 3 weeks and purchased another product. I expected my money back as I do not want to use products from a company with such poor customer service. The only resolution they gave me was to refuse the package on delivery instead of signing for it. I did not get the opportunity to refuse the package as it was just left at my door. The package did finally arrive about a month later, way too late for my household. I contacted Aspenclean asking how I could return with the expectation I would not have to pay to ship it back. They did not respond.

  

  Business Response

  Date: 07/05/2025

  The client's order was delayed due to weather conditions, that were out of our control. After we give an order to **** a third-party courier, we are unable to cancel the order, especially when it's in transit. After explaining the situation, we did offer a future discount code to rectify the situation. The customer mentioned they would refuse the order, and once he did, we would refund the order. The client then proceeded to file a chargeback, where he would get his money back, which also voids the ability for me to even refund the order. Please see attached screenshots for proof of chargeback submitted and email thread. 

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23292609
  
  I am rejecting this response because: The company's response does not seem to be honest.  Yes, I tried to charge back because I did not get the opportunity to refuse the shipment.  When I requested to send the shipment back, they did not respond.  The charge back was denied.  A 10% or 15% coupon, whatever they offered did not rectify the situation.

  Attached is proof from my credit card, ***************, showing that no charge back happened, I did not get my money back.  I can't believe a company can have this poor of customer service, most places would have handled this situation quickly, yet here we are still emailing "proof" of what happened.  It does not make any sense to me they can't offer a refund because I tried to get money back when they wouldn't even respond to me.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 08/05/2025

  Hi there, the chargeback was filed prior to our order being delivered (please see attached image). We could have been more helpful; however, since a chargeback was filed, our system does not allow us to refund the order. We had emailed on February 20th to help with a resolution, prior to the chargeback, with no reply until April 20th. The chargeback was initiated on February 26th, and no email was sent to resolve this before going to the bank. We had mentioned we can refund the order; however, due to the chargeback being filed, we are unable to do so now.

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23292609
  
  I am rejecting this response because: As was already explained, I contacted AspenClean asking to return the box they said I could refuse.  I was not given the opportunity to refuse, the package was left at my door.  AspenClean did not respond to my request to return the package, that is why I requested my credit card company assistance.  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 09/05/2025

  As mentioned before, the chargeback was filed on February 26th and the order was delivered on March 5th - as shown in the screenshot. The chargeback was filed before the order was delivered. This voids my right to issue a refund, from my system and bank, as the chargeback was initiated.

  Customer Answer

  Date: 13/05/2025

   
  Complaint: 23292609
  
  I am rejecting this response because: They would not work with me before delivery, nor give a delivery date.  Chargeback initiated because I paid and there was no info on if it would ever be delivered.  AspenClean argued against against the chargeback after they deliveryed it incorrectly, and *************** denied the chargeback.  I can open the chargeback request again, that is an acceptable solution for me since this company has some accounting issue where they can't take care of customer issues.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:28/11/2022

  Type:Billing Issues
  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.

  I hired AspenClean to clean my home for the first time on Nov 17/22. They provided an estimate of 5 person hours based on the size of my home and other aspects such as 1.5 bathrooms and the fact I have a child.
  
  When requesting a quote I also indicated ‘please clean sprinklers on ceiling as they have cobwebs and please clean inside 3 empty drawers in master bedroom’
  I prepared my home to maximize their cleaning time.
  When I arrived home on Nov 17 I noticed the kitchen table and chairs had not been touched and neither was the entryway console, Before looking any further I phoned AspenClean to verify how many hours I had paid for and what they considered to be industry standards. I wanted my money back but was told they provide 100% satisfaction guarantee and would do a re-do. Had I known that a ‘re-do’ would negate any possibility of a refund, I would have declined.
  I agreed hesitantly for Nov 18.
  In the meantime, I took photos of some deficiencies and made a list. Neither of the 2 toilet bowls had been cleaned, nor toilet paper holders, toothpaste and hair was still on bathroom tap, a pink ring was still around bathtub drain, the wooden cabinet in the kitchen was not cleaned, etc.
  Essentially, where industry standard indicates a basic set of items to be cleaned **** **** **** **** ***** ** **** ******, little if any, was evidenced even on the second clean. More than that, the cobwebs were still on the sprinklers and the drawers were still dirty. I left a list on the table for Nov 18.
  Nov 18: the second cleaning was still substandard.
  I invited Aspenclean to my home to show my concerns are not exaggerated. I do believe cleaning a toilet bowl and sink is industry standard. They had not been touched.
  As a result, I contacted Devon at Aspenclean and agreed to pay for 1 person hour as the floors were done.
  They advised they will only refund 1 person hour as I agreed to a re-do. I agreed to this ***** ****** as they told me there was no refund option.

  

  Business Response

  Date: 30/11/2022

  Our company provided ***** *** with cleaning services on Nov 17th. We provided her service and cleaned her property as we would have with any of our clients. ***** informed us after the service was finished she was not happy with the standards of our cleaning. As per our 100% satisfaction guarantee, we requested photos of the missed areas and she provided some and a checklist of areas that she wanted re-cleaned. We sent a different team the following day to provide the RE-DO service and attend to the mentioned areas at her residence. 
  
  The team that provided the RE-DO service spent nearly double the time that is typically provided for this service in order to satisfy the clients expectations. Unfortunately, her expectations were still not met. In this rare circumstance, as stated in our company policies that we do no offer refunds, we agreed to her demands that she would accept 1 hour for a refund as stated on 11/23. We then offered her the refund and she was still not happy with the resolution.
  
  We believe there was miscommunication between how we understood *****’s request of the refund and what was provided. In order to resolve this complaint we would like to offer the client an additional refund of 2 person hours bringing the total refunds offered to 3 person hours of 4 person hours for the total work performed.  We hope this offer aligns with *****’s expectation presented in the BBB complaint.
  
  

  Customer Answer

  Date: 30/11/2022

  
  
  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,
  
  
  
  ***** ***