Complaints

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:06/24/2024

  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.

  Per the attached quote, I hired flawless cleaning to perform line item 2, wiping smoke from walls and low ceilings. The house **** ************ has vaulted ceilings and tall walls so I insisted they look at the site before pricing. Work started late morning on 6-14, after which we found the bleach stains on the carpet. They left a mess of splatter on the woodwork, the windows and tiles, but there was a vague plan to return to finish the job. A small crew came 6-17, worked for about 3 hours and left. At this point, 2 of 3 bedrooms, a hallway, and part of the living/dining area walls were done. They attempted woodwork in the sunroom and left the blind they knocked down on the floor. This is when I saw the damage to the actual wood finish. Came back for 3 hours on 6-17, and made a bit of progress in the living/dining area walls but still left a mess. At this point, ceilings were still untouched. The laundry room, sunroom, master bed and bath, and kitchen were still not touched. While I never did get a time frame prior to starting the work, I was assured it would be done on 6-18. The homeowner tells me they were there for 40 minutes that day. I saw their cars leaving the neighborhood as I was coming in. Now I know why she asked if I would be there. The 87-year old homeowner was not willing or able to question or complain. I was expecting to hear from them to schedule the rest of the work when I got the first invoice. Homeowner started putting her house back together and said the mantle "feels like gravel" when she went to wipe it down. I climbed up to see and found bubbled and buckled paint where the drippings from the wall were allowed to sit and soak and fester. WE DONT WANT THEM BACK! Flawless is being completely unreasonable with their "job completed" invoice (received morning of 6-20, now labeled past due) and is refusing to share insurance information for damages. We generously offered to pay 75% of the wall quote as 1/2 is still undone. HELP!!

  Business Response

  Date: 08/11/2024

  ***** reached out to Flawless Cleaning to clean smoke from walls and ceilings. Jenifer did an on site consult like we do with all customers. We started work on 6/14. I have GPS verification with our time tracking app. This will disprove the customers claim of the time we spent there. ******** ******* ***** ***** and myself all clocked in at 106 northpoint dr on 6/14 at 8:52 am and clocked out at 4:35pm. We were not able to finish so I called ***** directly and informed her that we will come back on monday 6/17. With our cleaning jobs its hard to give exact times and I told ***** that on the phone. I was NEVER vague with her. When I knew the time ******* and her crew would be there monday I told *****, which as 10am. ******** ****** *** ***** clocked in at 9:58 am and clocked out at 4:40. It was taking so long because ***** kept asking them to redo almost every area of the house at least 4 times. So they had to return on 6/18. ******** **** *** ****** clocked in at 9:05 till 2:25 and my manager **** helped them finish from 11:14 to 2:25. When they left the homeowner (***** mom) was happy. I informed the homeowner during the clean that the paint was peeling up on the mantel and that our policy is not to mess with peeling paint due to possibly being lead based and she was fine with that. We did not offer any window cleaning in our quote, and we do not use any products that have bleach in them on our residential cleans. We also used plastic drop clothes for the floors and I let her know it would be messy. She did not want any other services so the windows and tile was not cleaned just wiped of any moisture from wall and ceiling cleaning. I always go above and beyond to make all our clients happy, but ***** was rude and belittled my girls and stated she did not want us back so at this point I did NOT offer to return. I did apologize and have that proof in text messages. It also states in our policy the customer has 24 hr to notify us if they are unhappy and we always return to make them happy, but this was not the case with this customer as she didn't make a complaint to me till 4 days after the clean was finished and it was time to pay the invoice. This customer is not telling the truth and is trying to get out of paying for services rendered to her. I informed her that we charge a late fee of $10 a day and will be taking it up with my lawyer at this point.