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Business Profile

House Cleaning

Clean Image of Tucson
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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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Complaint type

  • Initial Complaint

    Date:05/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 experience with Clean Image Tucson, LLC has been horrible. I was so hopeful when I hired them to clean my home, and they assured me of their professionalism and experience. The company sent two people to my home on 05/02/2024 to clean my home. They charged me to “deep clean” my whole house, which is nearly 2200 sq. feet. I only had them clean a few rooms, which is less than half my home. My home did not need a deep clean, but rather tidying up and basic cleaning at the most. They charged $450.00 for 3.5 hours of cleaning with two people. The house cleaners spoke very little English, so that presents a problem with communication. Thankfully, I speak some Spanish to communicate with them. The worst issue is that they did property damage to my home and will not be accountable about it. I understand that “mistakes happen.” However when I asked about the property damage (paint scrubbed off a door jamb) they denied it. The door jamb was clean and fully painted when the housekeepers arrived at my house, and looked like the attached pictures when they were done cleaning it. The door jamb was still wet from whatever they used to clean it even, and they still said they “didn’t clean it.” So frustrating, unethical and sad. Now, I am left to fight for this to get fixed and waste a lot of time that I do not have. I do NOT recommend this company.

    Business Response

    Date: 05/20/2024

    Srs. BBB

    Please find below detailed response, 

    1)We confirm on May 2th we did a Cleaning of Mrs. Holly Hansen.  We would like to mention. We only charged the total of the invoice for the actual time worked, nothing beyond what was agreed upon. Our agreement was $50 dollars per hour per cleaner. The customer was present during the entire cleaning and saw our two cleaners working continuously for 4 hours (8 hours labor) . Despite our cleaners efforts, the customer was not completely satisfied with the cleaning results. For this,  a 50% discount  was applied on her invoice. That amount was already refunded to her. Here we have attached a copy of the invoices and refund receipt. And the customer agreed to that. 

    3)Regarding the door jamb issue, Our company doesn't use strong chemicals, but because the customer was persistent in that it was our fault ,  our company manager personally visited and offered a professional painting of the door frame,  but this option was declined by the customer. And as per her request we are in communication with the insurance company, that already opened a claim in the matter.
     
     Mrs. Hansen agreed that she will take out the bad reviews when the insurance processes the case. . We are attaching and printing all communications with the customer.
    This was an usual situation for us, for sure we learned a lot in this process, but we continued as always  to demonstrate our accountability and commitment to service.

    Best regards, 

    Emerita G. Shand

    Customer Answer

    Date: 05/28/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 21665216, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    Holly Hansen

     

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