Complaints

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• Initial Complaint

  Date:21/08/2023

  Type:Service or Repair 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.

  I asked for a full deep move out clean ceiling to floor I paid $900 for 8hrs of cleaning for 4 people total over 2 days. They left all my windows open didn't tell me I had to say clean all windows and close them when done. Blames me that I put a cap on the quality of cleaning they be able to do when they didn't even do what I wanted them to I wanted all ceilings and walls done. I sent pictures and told company my compliant and they threatened to call Cas and refuse to clean the mess they left or compensate me says i balied on them with the walk through and accepted the job even tho they knew they wouldn't be able to clean how I need It as my hubby is in military they are very picky how they want there house cleaned. Also said it took longer to clean and complained about my cats urine when she is old and can't help it told me if I posted anything about her business she would call CAS on me which is unprofessional and not called for.

  Business Response

  Date: 07/09/2023

  Hello *******,
  
  We're very sorry you weren't happy with the way we cleaned your home and I hope this can help clarify some of your concerns.
  
  Move-Out cleans "top to bottom" can cost anywhere from $600-$4000 and more depending on soil level and requests. 
  When you had to cancel our meeting for the initial walk through, our agreement was communicated on how many hours maximum you'd like to spend. After the first day we arrived I advised you that if you wanted all of your requests met it would cost a lot more than what we first discussed. You told me about another company quoting $3000-$4000 within the ************* that you couldn't afford, then we both agreed on capping the time because of your budget. I also didn't charge you anything extra for supplies or cleaning up animal urine and feces, which we normally have a surcharge for. I have no record of you asking us to close any windows, they were open with the screens off when we arrived, and you were home when we left . There was nothing mentioned about windows, if it was and we didn't hear you then I'm sorry for that.
  .
  We did in fact clean the top floor top to bottom and most of the main floor and then you advised me you did not want to spend anymore money so we finished our job,  totaling over $1000.00 which you agreed on. 
  Upon receiving the invoice you said that there were too many hours and wanted a discount, to which I provided. I took hundreds of dollars off of your bill even though we did perform the work agreed upon and had already lowered the price.
  
  I'm sorry it may be difficult to understand the amount of work involved in professionally cleaning a home such as yours, that had a very high soil level with pets, pet urine & feces, children and smoke of some sort. This kind of job requires a lot more time than just a regular house cleaning.
  
  We truly feel we did the best we could given the amount of time you agreed on and once again we apologize you weren't happy with the service.
  
  Best regards,
  
  
  
  -- 
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