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:09/01/2023

  Type:Product 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 wife contacted this company 8-28-2023 inquiring about a job to fix our carpet upstairs, that had, over the years developed many ridges and ripples that needed stretching out. They required a deposit in advance before sending a worker out to perform the task. In other words, they did not send one out here to provide us with an estimate before they required us to pay them the deposit. They scheduled an appointment to have the carpet repaired on 8-31-2023. The tecnician showed up, looked the job over and declared that they could not repair it because apparently it was too complicated. As he left, my wife asked about a refund and he told he would call the company. He did not leave a receipt or statement about the fact that the company could not fix the problem. He said he would tell the company that he could not perform the job. We had to take the initiative to cancel and get a refund. So far we have spoken to three people: ******************* and **** They said they were not able to connect us directly to their business office, but that they would be getting back with us in a few days. The last person I talked was AJ. I asked him to give me a confirmation number that the COMPANY cancelled the job, not us and that our refund was in process. He said he would text the confirmation to my wife's phone. We received a blanket cancellation notice on the text that did not specify our claim. And, incredibly it said we were *********** a credit for other work but that as it was a special offer we could not have our down payment refunded since it was a "non refundable premium sales offer." There was no confirmation number sent as was promised by the rep. on the phone.I have no confidence that we will hear from them again. I have initiated a complaint with my cc company Capitol one to contest this charge. I feel that this company took advantage of my trusting wife and am not very pleased with that.*******************

  Business Response

  Date: 09/02/2023

  We are having one of our supervisors look into this matter.  we will contact the client to resolve this. 

• Initial Complaint

  Date:08/24/2023

  Type:Product 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.

  We gave this company $300 to come to my house to patch carpet. They cancelled twice. They never showed. I have contacted them and asked them for the refund and they have refused.

  Business Response

  Date: 09/05/2023

  We have our Service Director looking into this matter . We will contact the client to resolve this. 

  Customer Answer

  Date: 09/07/2023

  They told us that before we filed a 

  complaint with you guys, but they 

  just keep putting us off. It is a bunch

  of garbage. They basically robbed us

  of are hard earned money. We want

  our $300 back. How they allowed to 

  steal money like that without 

  performing a service. These people

  need to be prosecuted to the fullest

  extent of the law, because what they

  did was commit an act of fraud.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called to get my carpet stretched. They made appointment date for a tech to come out and took out $249.00 off my ********** on July 5th 2023. The tech never showed, they called and said they were not going to make it. So they set up another date a week later, they didnt show again and said they couldnt make it. Then they wanted to set up a 3rd time for another week later, I refused and asked them to refund my money. They said ok. Weeks went by, I havent received anything. I called them back, they pretty much said no. So I had a person in there that said they will send mgmt a notice to try and get my money back. Ive talked to 2 different people since then, they said they would check into it, and they never called back.

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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 6/12/23 they were supposed to clean my heat ducts. They were supposed to take the money only after the service was completed. They had my credit card info and never showed for the appointment and took the money anyway. They called to reschedule 5 times and cancelled every time with another escuse of why they could not make it. When I called to get my $ back they said billing would call me and they never did. After several calls I called my credit card company to resolve

  Business Response

  Date: 08/18/2023

  This client  refused to reschedule a service that required a different date.  The client scheduled  on a premium sale offer which stipulates that if a service is cancelled  a credit towards future service is the only refund allowed. our Service director will reach out to the client .

  Customer Answer

  Date: 08/23/2023

  They are 100% lying,  misleading people into a cleaning service that never happens.Saying to the customer that you won't be charged until after the cleaning is done and then not showing up and taking your money anyways.  Then they will call to reschedule in which they never show up x 5. And forget about trying to get your $ back, that's a different department,  who they don't have a phone # to but they promise they'll get back to you but they never do. Shame on Boss Optima for calling themselves a business 

  Business Response

  Date: 08/24/2023

  We have escalated this to a supervisor. 

   

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paid for vent cleaning and made several appointments, each of which was canceled. After 6 months I am asking for a refund I am waiting for my contact individual to get permission to make a refund. I am quite suspicious. What do I do?

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The date of the transaction was August 8, 2023. I spoke to a man named **** regarding the cleaning of draperies. They were to come pick up the draperies on August 12, 2023 and return them on August 26, 2023. They cancelled the pickup on Friday, August 11 saying that the technician had an emergency. They rescheduled for August 16, 2023, and called the night before saying that they could not come because they had a staffing shortage. I had to give them a deposit of $250.00 to secure the job. Now they are not answering my calls. I told them to cancel the service and refund my money. Every time I call, they tell me I have to talk to ****. **** is never there. Tonight, August 16, 2023, the receptionist told me that she could not help me and hung up on me. I want a refund of the $250 deposit I gave them. I wish there was a way to put these people out of business. I am sorry I did not check the BBB site to see how bad a business it is. Boss Optima is a scam.

• Initial Complaint

  Date:08/15/2023

  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.

  The last week of July. I scheduled an appointment to have my rug cleaned. I said it was in a high traffic area and that we had pets. I agreed on $289. She wanted to schedule it on Sat, 8/29/23. I said no. I scheduled on 8/12/23. She said the time of arrival would be from **** and the tech would call about 30 minutes ahead of time. She asked for my credit card number. I gave it to her. On 8/10 **** called and left a message at 1:22 and he texted He wanted me to call him back. He asked if I could reschedule from 8/12 to Tues the 15th. I told him no the 15th will not work. He texted back and said, ok we will be there on 8/12. On 8/12 I got a call at 9:38 and a text stating that the tech would be there about 11. I texted back and said ok. About 11:15 a tech arrived. His uniform shirt said, Safe Dry. The tech was asking if the homeowner was going to pay for this. We said, we are the homeowners. He said, he needed to call his boss about this price. He went out and called his boss. My husband and I were confused. While he was talking to his boss I got a call from Boss Optima saying the tech cannot make it today and I would have to reschedule. I said, the tech is here now! Why cant he do it? To which he had nothing to say. About that time the tech came back in. I asked him, who am I talking to on the phone? He said, I have no idea! I hung up my phone. He said that Boss Optima had called them and scheduled it. He said, we dont do business that way. States he has never heard of Boss Optima. I said I scheduled with Boss Optima. He thinks I have been scammed. States he works for Safe Dry and he cant do the job for $150. I said I agreed to $289. He said he couldnt do it for that price because the odor needs to be extracted. He quoted $500 which was the average cost of other companies I had called. I dont know how the Safe Dry tech got involved in this. I called my credit card company and Boss Optima charged my card for $289. I canceled my card. It was a scam.

  Business Response

  Date: 08/15/2023

  The company that was sent to perform the service was a registered affiliate for that area.   Our national operations director is looking into this matter to resolve the issue. 

• Initial Complaint

  Date:07/28/2023

  Type:Billing 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.

  Stay away from this company! They're a rippoff and deceptive in their pricing. They don't pay the technicians. We own a floor cleaning company and sent ************** out to do one of their jobs. This was our first time working with them. ************** did an amazing job and the client was happy when he left. They over charged the client for stripping and waxing about ***** sq.ft. and they charged the client about $1,700. The actual cost was only $450. This company is a total scam and is ripping off their clients and not paying their technicians. STAY AWAY!!

  Business Response

  Date: 08/05/2023

  We are having our service Director look into this matter. Our company has thousands of technicians who perform services nationally.   Usually a delayed payment has to do with an issue on the job performed. we will look into the mater and get this resolved. 

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This whole ordeal began in March of this year. I was scheduled for a slate clean and seal for 3/28/23 by Boss Optima. I requested to know who was actually going to be performing the service to verify that they were insured and a reputable company. I was told that I couldn't be provided that information. I called and asked for a refund and was transferred to a "manager" that promised if I rescheduled, I would be given the information I was requesting. I rescheduled for April 7th, took a day of vacation and they were a no show. At that point I started requesting my refund of $900. Of course, to do that, I have to talk to the "billing department". I began texting **** from the billing department on April 24th. Every conversation ended with, "I'm waiting on the company director to get back with me and I will call you tomorrow at 2pm ******* time". After many texts and talking with various other individuals I received a photo of a check, written out to me for $900 and was told it would be mailed to me that week. On May 24th, I still haven't received a check. I was told it was mailed out. On May 30th, Jun 1 and Jun 6 I reached out again and asked where my check was. I received a text on Jun 7th saying that **** received word from our "national headquarters" that the check was mailed and returned to them". **** said, rest assured, the check would be mailed to me again that week. Forward to Jun 21st. **** says he's following up repeatedly and keeps reminding national headquarters to mail my check. I kept trying to call and text asking for an update. I always hear the same thing "someone from the billing department will call you back this afternoon after 2pm ******* time". I asked for ****'s boss or someone above him. Bottom line, all I want is my money back. This ordeal has been going on for over 3 months and I really need my $900 back. The check number I was sent a photo of was *****. It was dated 5/16/2023. Screen shots of texts are available.

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 May 12, 2023, I called the company Boss Optima Carpet to clean my draperies. Over the phone, the call center mentioned that to set a date they will need to charge my credit card for full service. Unfortunately, all the contracts and conversations were over the phone. However, the technician that was at my house has all the evidence because the Company sent texts to him. The technician was very collaborative and I am sure that he will be able to disclose any evidence if contacted.The call center also asked several questions, one of them being IF I HAD ANY DRAPERY TALLER THAN 15 FEET. I replied YES. I also mentioned, PLEASE LET THE TECHNICIAN KNOW TO BRING A VERY HIGH LADDER BECAUSE DRAPERIES ARE VERY TALL. Call Center replied not worried about that. Acting in good faith, I provided my credit card and service was scheduled for some time in late May. Before the service, I called and reschedule the service for June 2, 2023. On my reschedule call I said again PLEASE LET THE TECHNICIAN KNOW TO BRING A VERY HIGH LADDER BECAUSE DRAPERIES ARE VERY TALL. Call Center responded, THERE IS ALREADY A NOTE HERE MENTIONING THAT. The Company gave me a window of four hours to come and do the service. I waited for 3 hours before calling the Company to find out if the technicians were coming. The Company called back and said that the technician had an emergency and will not be able to perform the service. I was in the process of moving and time was of the essence. I requested some time to see if I can move things around. I call back supervisor ***** to let him know that I was able to move things around and service was rescheduled for June 7. That day, the technician came to my house. As soon as he walked into my house he said he cannot perform the service because the draperies were taller than 15 feet. I told the technician that I had told the Company twice that the draperies were very tall and taller than 15 feet. However, the Company never asked me specifically how tall are the drapery, just a generic question if the drapery were taller than 15 feet. The technician left my house without performing the service. I needed to move into the house and the Company was not honoring the terms and conditions of the contract. Its only obligation was to a specific performance of a service. They failed to honor the Contract twice. No one showed up and then the technician did not have the equipment to perform the tasks and comply with the Contract. Acting in good faith, I called the Company explaining that since they did not perform the contract and I needed to move, I requested a refund. It took me several calls before the billing department responded to my calls. Finally, when I spoke to the billing department they said since I canceled the Contract I would lose my money and could only get a credit. I explained to the Company that I was not canceling the Contract but instead, it failed twice to honor the specific performance of the contract and I had no interest to continue in a contract relationship with it. I was seeking a refund of my money paid for services not performed. The billing department said that they might be able to make an exemption to refund my money and they will call me back in 3-5 business days. I also asked about the date of the transaction and the billing department said IF I DISPUTE THE TRANSACTION THEY CANNOT DO ANYTHING ON THEIR END. I thought the comment was suspicious. I went onto the Better Business Bureau web page and found out that they have several complaints exactly to mine. There is also an alert saying BBB FILES INDICATE THAT HIS BUSINESS HAS A PATTER OF COMPLAINTS. That is exactly what it is. A pattern to charge people and not performing service and not refunding the money. I reached out to the company and I never heard back from the Company and they have not made any refund. So, disputing the charge is my only resource to a Company that has a pattern to charge money and not perform services.