Complaints

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• Initial Complaint

  Date:20/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 December 15, 2023, a person from Moss Clear Direct Cleaning Services (the “Business”) was going door-to-door in our neighborhood. He knocked on our door and said he noticed our retaining wall outside our front yard is deteriorating and he can help us replacing it. He provided me with a pamphlet with the business name, services provide, and contact information (see attached). The Business said he can replace the retaining wall within a week and no deposit or payment required upfront until the job is finished and we are satisfied with the job. He said he is working alongside with his dad on the business. I told him I need to discuss with my husband first and asked him to come back the next day so he can discuss further with my husband. The Business and his dad come back the next day (December 16, 2023) and discussed with my husband. Our chimney has water leaking issue and rain water gets inside our house through the chimney. My husband asked if they can repair it as well. At the end, they agreed to do both the retaining wall replacement work and the chimney repair work for $12,000. Then the Business wrote up a very brief contract (see attached) and demand us to pay the total cost $12,000 in cash right away. The Business and his dad said they need the payment upfront to purchase materials for the retaining wall replacement job. We refused to do so and explained to them that 1) we don't have so much cash on hand (who would have $12,000 cash at home), 2) we don't feel comfortable paying them the entire contract cost up front before they start any work, and 3) this is also not our understanding with the Business in our prior discussion nor it is the customary practice for similar home improvement/repair work with contractors. At the end, we paid them $500 as deposit and asked them to work on the chimney repair job first. We have also prepared an addendum to include more job details (see attached). On January 3, 2024, the Business and his dad come and did the chimney repair. During the repair, they damaged our fence door and some of our fences from throwing disposals from the roof. They did not clean up the disposals after they finished the job either. We asked them to fix the fence door and the fences they damaged as well as clean up the disposals after the are done on the chimney and before they leave our property. The Business and his dad said they will do so next time when they are here to do the retaining wall. We paid them $3,000 as the remaining portion of the chimney repair work on the same day. In addition, we also paid them $1,000 as deposit for retaining wall material costs. The next few days after the chimney repair, we had typical rainy days in our area and rain water still leaking in through our chimney. I messaged the Business on January 6, 2024 telling him the water leaking issue of our chimney has not been resolved. He replied on January 8, 2024 that he will take a look when he comes to do the retaining wall replacement job. On January 14, 2024, I messaged the Business to see when they are planning to come to do the retaining wall replacement work as well as looking and fixing the water leaking issue of the chimney again, he replied the same day that they have to wait until the weather warms up first in order to do the work. On February 16, 2024, I messaged the Business to follow up again to see when they are planning to come and do the work. The message I sent was unable to deliver to the Business’s phone number. I used another phone to try calling the Business and the phone number is out of service.