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:14/03/2024

  Type:Order 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.

  We hired prestige cleaning to clean our house on March 4th per their supplied list. This was said to take approx 5 hours. The cleaner arrived and did less than 23% of the items on the list, then left after 2.5 hours. We have expressed our un-satisfaction of the cleaning and prestige has continued to send the total amount invoice over and over. We have requested to cancel the agreement as the work was not completed as agreed. Below my message to them, and they now say I will accrue weekly late fees if not paid. I cannot send all info due to character limit.****** from Prestige Cleaning Services agreed that your company would: Clean the home at ************************************** *********** per your supplied "General Cleaning" checklist.We agreed this work would be completed on March 4th 2024.I am writing to cancel the agreement that of which ***************************** has already expressed to you. I am cancelling the agreement for the following reasons: Per the supplied general cleaning checklist compared to the work done, less than 23% of the work was completed. Photos of some of the affected areas were supplied to you on the date of cleaning.Under the law in ****************, you are required to use reasonable care and skill in doing the contracted work, to do the work in a "proper and workmanlike manner," and to use materials of reasonable quality. In light of the problems I describe, we have lost faith in your ability to continue the work and we are therefore cancelling the agreement effective immediately.******* had agreed to pay you $73.50 to resolve this matter that of which you have refused. We plan to hire an alternative contractor to complete the job and any money that we still owed you as of the date of cancellation will be used to pay for this work. Should the work cost more, we will look to claim the difference from you.To resolve this problem, we would appreciate you accept the offered generous amount for payment as sufficient. I request that you do this today.

  Business Response

  Date: 30/04/2024

  I
   hope this message finds you well. First and foremost, I extend my sincere apologies for the delay in responding to the concerns raised by the complainant. I've been in recovery from a concussion sustained in a car accident involving my family, and I truly
   appreciate your understanding during this challenging time.
  
  
  Upon
   reviewing the details of the complaint, I would like to clarify several key points. Our team is dedicated to upholding the highest standards of service, and we deeply regret any dissatisfaction experienced by the client. However, it's imperative to note that
   we were not afforded the opportunity to investigate and address the reported oversight before payment was withheld. Furthermore, while no evidence was provided to substantiate their claims, we do have evidence of the completion of the project hired for. They
   did not allow us to rectify any potential errors. Additionally, it is noteworthy that the client, *******, was seeking a service at a significantly lower cost on social media shortly after our service was provided, raising concerns about the motivations behind
   their actions.
  
  
  Before
   the cleaning service, it was clearly communicated to the client that our team performs best in environments that are adequately prepared for cleaning. Despite acknowledging the clutter and mess in the home, our team proceeded with the cleaning as requested.
  
  
  While
   we acknowledge that there may have been oversights as our team had to spend an unexpected amount of time tidying and preparing for the clean, taking away time from our general checklist, we were not given the opportunity to investigate and address the issue
   before payment was withheld. We remain committed to rectifying any areas of concern to the client's satisfaction, in line with our company's policies.
  
  
  It
   is deeply troubling that the client chose not to honor their commitment to pay for the services provided, despite our adherence to the terms outlined in our contract and customer guidelines. This refusal to remit payment has inflicted significant financial
   strain on our small business, affecting our ability to sustain operations and support our team. Furthermore, it is concerning that despite their failure to pay for services rendered, the client proceeded to file a complaint with BBB, which raises questions
   about the integrity of their actions and their disregard for the consequences of their non-payment.
  
  
  Additionally,
   we understand there were multiple instances of last-minute cancellations and rescheduling, for which we did not impose any cancellation fees, as per our policies.
  
  
  As
   a small business, this situation has had a profound financial impact on us, particularly considering the resources and effort invested in providing the service.
  
  
  Regarding
   the request to cancel the contract, it's important to emphasize that canceling the contract does not absolve the client of their obligation to compensate us for the services provided. We remain committed to upholding our end of the agreement and fulfilling
   our responsibilities as outlined in the contract.
  
  
  We
   are open to resolving this matter amicably and would appreciate the opportunity to discuss potential solutions further.
  
  
  Please
   feel free to contact us directly at *********************************************************
   to further discuss this matter.
  
  
  Thank
   you for your attention to this matter.
  
  
  Sincerely,
  
  
  Shayla
   Ann CEO Prestige Cleaning Services