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:05/26/2023

  Type:Order 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.

  My husband consulted Alert Cleaning to supply a gift for me for house cleaning. He was clear I only wanted odds and ends cleaned in our house. The company insisted this was called a deep clean and he needed to book that. He booked and the company charged a non-refundable $95 fee in order to hold the appointment. This fee would be utilized in the final invoice after the appointment. When I saw the booking, I immediately contacted the company and notified that I did not need a deep clean on my home, rather just odds and ends (blinds, baseboards, windows, doors etc) and all I was wanting was 2 hours per month for a cleaner to help tackle some of the cleaning I don't do everyday. They noted they could not do this type of work. I requested they cancel this as they could not do what my husband originally called them about and it was a misunderstanding. the company refused to refund the $95 fee as requested and said I must pay for a minimum of 2 hours of service for 2 people at $69 per hour. I agreed and said to book. They then replied and said 2 hours per person, totaling 4 hours. Not what they told me. I checked their website, booking email, policy and service agreement and nowhere is it mentioned a minimum hour of time OR that there is a 4 hour minimum. The company has refused to schedule the 2 hours of cleaners saying they are "not the right fit for us" and also refuses to refund $95. Company is not disclosing their policies properly at all and misleading people. I found this from my real estate group and will be posting this experience to all of them so they don't continue using this company. Attached policies showing no disclosure of 4 hour minimum and also sent email where they said 2 hour minimum. When I requested a 2 hour service- they declined saying 4 hour minimum.

  Business Response

  Date: 06/29/2023

  
  
  Thank you for contacting us regarding your refund request. After reviewing your account, we have determined that the request does not meet our refund policy.
  
  We understand that this may be disappointing news, but we hope you can understand that our refund policy is in place to ensure that we are able to provide the best possible service to all of our customers. If you have any further questions or concerns, please don't hesitate to contact us and we will be happy to assist you.
  
  Thank you for your understanding.
  
  Best regards,
  ******************;