Complaints

This profile includes complaints for The Valley Clean Team's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Valley Clean Team

  Serving Colbert, Cullman, Franklin, Lauderdale, Limestone, Madison, & Morgan Counties, AL Tuscumbia, AL 35674

• 

  The Valley Clean Team, LLC

  Tuscumbia, AL 35674-6270

  

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:08/09/2024

  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.

  On July 11, 2024 I called The Valley Clean Team and received a text back from ****. I explained that I'm a Realtor and needed to get a condo deep cleaned and ready for pictures. He assured me that they do that all the time and called to get further details. The condo is under 1300 sq ft, with very little furniture or personal items to clean around. I told them there was no need to change bedding, clean the inside of the refrigerator, dishwasher or microwave. I specifically asked that the inside of the windows and glass doors be cleaned. He quoted me $433 which I agreed to. We scheduled the cleaning to take place on Monday July 15. 2024. I went to the property prepared to take pictures but instead was faced with a big mess. The only thing that appeared to have been cleaned was the inside of the oven. Someone had obviously attempted to clean the glass on the inside of the windows without raising the blinds which pushed the slats out of line, I spent 20 minutes just straightening the slats. I called **** and explained to him the condition I found, he requested pictures which I gladly sent him. He apologized, explained they had a new worker but the team lead would go and properly clean the property that night which meant I had to schedule another day to go and do pictures. I text on 7-16-24 and was assured that the cleaning was complete and it looked good. Unfortunately, that wasn't true. The only thing that seemed to be done on the second trip was wiping the light switch covers and wiping the window seals. Glass door, living room ceiling fan, top of small bookcase and the floor were still dirty. When I reached out to **** again, he explained that he was dealing with personal matters and that they can't see on top of the ceiling fan. I had to hire an individual to go and properly do the cleaning which meant another day of mine wasted because of their negligence in their job. This company has no business charging anyone for something they are not qualified to do.

  Business Response

  Date: 08/19/2024

  Owner
  The Valley Clean Team
  **************************************

  ************
  Better Business Bureau
  ********************
  **********, Al 35806

  
  Dear Better Business Bureau,
  
  Subject: Response to Complaint Filed by **********;***********
  
  I am writing in response to the complaint filed by **********;Brandenberg regarding the move out cleaning she received at ***************************************************************************************************** Building A on 7/15/2024 at 10AM. We take such matters very seriously and appreciate the opportunity to address and resolve the concern.
  
  Summary of the Complaint:
  
  According to the complaint, Lorie Brandenberg experienced a dissatisfaction with our service. We acknowledge the inconvenience this has caused and regret that their experience did not meet our usual standards of service. 

  
  Our Response and Resolution:
  We have investigated the matter thoroughly and found that the service performed fell short of our quality standards.
  To address this issue, we have spoke with ***** to address her concerns and sent the team lead back to the home to clean the areas she was dissatisfied with. Additionally, we gave her $50.00 refund for the trouble.
  
  Commitment to Improvement:
  We are committed to continuous improvement and have changed our procedures so that we never leave a cleaning until the customer has reviewed our work and found it satisfactory. Unfortunately, **** was not at the home when we cleaned it so her feedback came after the cleaning was complete. Our goal is to ensure that all customers have a positive experience with our company.

  We sincerely apologize to ***** for any inconvenience and appreciate their feedback, which helps us to better our services. If you require any additional information or have further questions regarding this matter, please feel free to contact me directly at ************ or **************************************.
  Thank you for your attention to this matter. We are dedicated to resolving this issue and improving our practices based on the valuable feedback we receive.
  
  Sincerely,
  *************************************
  Owner
  The Valley Clean Team

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22114668
  
  I am rejecting this response because: when I reported to this company that the property was still not clean after the second attempt, I was completely dismissed! **** told me he had personal problems and was sorry it wasnt up to my standards. I originally paid them $433.00, I was refunded $50.00 after the first failed attempt at cleaning. After the second failed attempt, I had to pay an individual $150 to finish cleaning and had to make two additional trips to the property because of this! This costed me a lot of unnecessary money, time and work due to the complete incompetence of this company. They should not be allowed to advertise as a professional cleaning company when they are obviously not qualified!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/23/2024

  8-23-2024  **************************** called BBB to say, he is not willing to provide any additional refund. He did offer to go back a third time to clean. Ms. *********** declined. 

  via phone call with ************/BBB

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22114668
  
  I am rejecting this response because: Their response is NOT true! They never offered to come a third time to attempt to clean. Instead, I was given excuses about ***** personal issues and excuses why they cant properly clean! I would have been better off hiring a college kid. They would have cleaned better and charged much less. This company is not trained to properly clean, its beyond their ability and should not be allowed to advertise as a professional cleaning service! I have attached copies of our text, nowhere did they try to make it right after their second failed attempt to clean! 
  
  Sincerely,
  
  *********************************