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Business Profile

Cleaning Services

Sweet and Neat Cleaning Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/03/2024

    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've been using a biweekly cleaning service since 2016. However, since January 12, I've been without service as my cleaner recently left after completing her degree.

    On March 9th, I discovered my son's allergies to cats and dust, prompting an urgent need for cleaning. After finding Sweet and Neat Cleaning Services nearby, I scheduled a cleaning for the next day, March 10th.

    Although the cleaner arrived on time at 8:00 AM, I discovered a deep scratch on my stove's glass surface after two hours of cleaning. While my stove had a big white mark on one of the burners from the past, there was no scratch or pre-existing damage to the glass. I contacted ******, the owner, to report the damage. Unfortunately, her response was dismissive and insulting. She stated that she was now suspicious of my request, implying that my intention was to obtain a free cleaning service or a replacement stove. Despite paying the full invoice in good faith, hoping we could resolve the matter, ****** refused to take responsibility or offer a resolution. Therefore, I request a replacement for my stove or fair compensation for the damage incurred.

    Business Response

    Date: 11/03/2024

    ****'s stove was previously damaged by her son. I have pictures and proof of that. Even her own words you will see in a text. She has harassed me since Saturday regarding this. I have over 30 messages and now have had to block her as a result. Any more, I would be having her charged with harassment. My cleaners are honest and always tell me immediately if anything is damaged, scratched or broken. All of my staff know I have insurance and that it is imperative to let me know without fail to inform me right away of any incidents that take place and they all do. ****** was stunned when I asked her if she damaged the stove. She literally had no idea what I was talking about.

    The stove is clearly damaged from before. All my cleaner did was wash her stovetop. We have nothing in our kits that would put a gouge in her glass as she has been implying in the messages. Not to mention, if anything happened that was not already there, I would have been informed immediately. **** asked me specifically if I had insurance and police checks before my staff entered. I believe she knew all along that she was going to try to get a new stove. I will not replace her stove. She will need to get a lawyer and her lawyer can contact mine. I will not speak to her again regarding this matter. I am appalled at what is transpiring. ****** ********

    Customer Answer

    Date: 11/03/2024



    Complaint: 21417917



    I am rejecting this response because:

    I would like to clarify a few points regarding our recent communication. As this was my first time utilizing Sweet and Neat Cleaning Services, I inquired about insurance and security clearance as standard practice. It was not an indication of planned intent to claim damages.

    Regarding the damage to the stove, while there was a pre-existing mark on one of the burners, there was no scratch or damage to the glass surface before the recent cleaning. My primary concern is resolving the unexpected damage that occurred during the service.

    I want to emphasize that I felt comfortable communicating with you as you were responsive to my texts, which is why I continued to reach out. My intention was not to harass you but to address the issue and seek a fair resolution. I have attached the full conversation for reference.

    Additionally, I would like to inquire: if the damage was pre-existing, why did your cleaner not mention it to me during the service or communicate it to you before I discovered it and contacted you? She started the service in the kitchen at 8:00 am, and our call was at 10:43 am. With such a serious damage, it raises concern why it took over two hours for the damage to be claimed as pre-existing. It seems counterintuitive for a business to wait for a customer to discover and complain about damage before addressing it, especially when you understand the importance of timely reporting to avoid situations like ours. Why was there a delay in reporting the pre-existing damage?



    **** ** ****

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