Complaints

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• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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 15 Sept, 2023. my spouse and I had a Move-Out Clean scheduled, with Soapy Cleaning Co, for our property in Halifax, NS. When I booked the cleaning 7-10 days prior, I indicated that the house had 5 bedrooms, 4 baths with a finished basement and that I wanted the inside of appliances cleaned, along with the items listed on their move-out cleaning checklist (provided on their website). The website also asked if supplies would be provided, or if they needed to be brought along. I indicated that they needed to bring supplies, as the house would be emptied by this time. The cleaning was booked for 10am - 2pm. The cleaner did not arrive until noon, and did not bring any supplies. Approximately 1 hour later, a manager at the cleaning company dropped off supplies so that the house could be cleaned. Worried about the amount of cleaning to be done, I called the number listed on the website and asked where more cleaners were and how she was expected to clean it all in an hour. He said that she would stay until the cleaning was completed. While this was completely unprofessional, we let her clean. The next day, we went to the home and found the house half-done. The basement was untouched, no floors had been cleaned whatsoever, and there was a residue on everything. We happened to be at our home when the manager came by to pick up the cleaning supplies, and upon hearing my displeasure, committed to sending cleaners back to finish the job. That was done several days after we left, so I could not inspect the work done. Upon turning the property over to our property manager around 1 October, she said the house remained dirty, and we have since paid an additional $600 to have it cleaned properly, over two days by a team of 2-3 people. I have asked for a refund for an incomplete job, but have only been offered a 3-hour complimentary cleaning. This is not suitable, as we no longer have anything in Halifax that requires that service, as we have moved (thus the move-out clean).

  Business Response

  Date: 21/11/2023

  I am writing in response to the complaint filed by our customer, regarding the cleaning service provided on September 15, 2023, by Soapy Cleaning Company. We value this opportunity to address the concerns raised and sincerely regret any inconvenience and dissatisfaction experienced by our customer.
  
  Service Overview and Initial Challenges:
  The service in question was a move-out cleaning for a property in Halifax, NS. We acknowledge the initial shortcomings, including the cleaner's late arrival and lack of supplies. These issues were addressed promptly, with supplies delivered and instructions for the cleaner to complete the job, irrespective of time constraints. Additionally, upon the customer expressing concerns about the quality of cleaning, we immediately sent a team back for two days to address the issues, with an owner present during these additional cleaning efforts. Despite these actions, it appears our service did not meet the client's expectations or our own standards.
  
  Delay in Reporting and Resolution Attempts:
  It's important to note that further concerns about the cleaning quality were not reported to us until 25 days after the initial service. Recognizing the significant cleaning efforts already made, we had offered a 3-hour complimentary cleaning service as a resolution. However, the client has insisted on a full refund, a position we find disproportionate given the services rendered and the efforts to rectify the initial shortcomings.
  
  Client's Actions and Our Stance:
  We are aware of the 1-star reviews posted across several platforms. While we respect the client's right to share their experience, the demand for a full refund, despite substantial service being provided, is a matter of concern. We maintain that our offer of a complimentary 3-hour cleaning service is a fair and reasonable resolution, considering the circumstances.
  
  Future Preventative Measures:
  We are actively working to improve our scheduling system, ensure our cleaning teams are adequately equipped, and enhance our quality control measures. These steps aim to prevent similar issues in the future and to uphold the high standards our customers expect from us.
  
  We extend our sincerest apologies for any inconvenience caused and remain committed to learning from this experience. We believe our offer of a complimentary cleaning service demonstrates our dedication to customer satisfaction and service excellence.
  
  Thank you for bringing this matter to our attention.
  
  Best regards,
  *** *******y
  Soapy Cleaning Company
  

  Customer Answer

  Date: 21/11/2023

   I am rejecting this response because: 

  1. I acknowledge that cleaners were sent for ONE day after expressing my concerns, I don't refute that. I cannot be two days, unless they broke into my house to clean another day. 
  2. On my initial request for service I indicated the following, direct from Soapy's website: Move-In/ Move-Out Cleaning, Inside Kitchen Cabinets, Inside the Fridge, Finished Basement, Bedroom 5, Bathroom 2, Half Bathroom 2. These services all cost extra, in addition to their flat rate for a move out clean.
  3. According to the list (attached) of what is covered in a move out clean, and what I paid extra for, even with the return trip - another set of cleaners needed to come in an clean inside the fridge, inside the cupboards, and all of the windows and sills. Corners still had dust, and the microwave and the oven were greasy. 

  I cannot take advantage of the three hours of free service as we are no longer residents of Halifax. A compromise I would accept is a refund of the "extras". According to the receipt, a standard move in/move-out clean is $202 + tax, which is $232.30. Our total is $588.80. I would be ok with a refund of a difference ($356) in the price of the extras, as we did receive some cleaning and a return visit to care care of AN ENTIRE FLOOR OF THE HOME which was missed initially. According to the website, $356 is about the cost of a standard home cleaning for a house of our size, and likely what you would charge for that three hour service we cannot use. 

  I appreciate that I was not in contact for quite some time following our service, but you must see the difficulty in the situation, given we were moving (as implied by the type of clean we booked). Should this compromise be acceptable to Soapy, I would also be willing to take down my ****** Review (that is the only location I have left a review, though you seem to allege more).

  Thank you for your consideration and attention to this matter.