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:04/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  03/25/24 On 03/25/24, My partner and I had hired ********************** and her cleaning crew through her cleaning company "Maid in The Desert". I had left so that they can clean peacefully. After they had completed the job, I had walked back over to my property where it seemed all clean except for the fact that my Louis ******* bag had its belongings emptied out at the foot of my bed. I thought it fairly odd. After a few days, 3.28.24 specifically, I went to retrieve my two rings (valued above $7500) from the customary bin, a ********** popcorn bucket, and found to my avail that my rings had gone missing. I also noticed that I had about $25 in Mexican bills missing too. I quickly called ***************************** to ask if they had misplaced my valuables. She came over quickly that day and rummaged through my main bin outside to see if she had accidentally thrown them away. We did not find the rings. I called the ****** to make a report. through ******r officer A. *********** ****** report # ****D-3477. I asked to talk to the other housekeeper that had came to clean the house as well, and she was reluctant to provide me that information. I tried calling twice to retrieve my rings or ask if they can give me their insurance information, for she prompted her husband to relay to me that they will not release any information and that they would rather proceed through legal means. I ask the bbb in assisting with a claim with their insurance. I also would like to discuss a reinbursment of amounts paid for cleaning service, as I have gone through every crevice of my house to look for my missing valuebles and found out that they did not do a deep clean as they had promised with their first deep clean charge.

  Business Response

  Date: 04/16/2024

  Good afternoon This is *************************** , we just recently received a letter in our mail  about a complaint against us on regards some missing items from the property located ***** Appalachian St at Desert hot Springs *********,
  
  on 02/26/2024 we provided a cleaning service, requested by ******************. After we finish with our cleanings it is always customary for us to let our customers know that we have finished and we always provide them with the pictures of the home after we're done. I have included the pictures of how we left the property after we completed the service and a picture of the same place of how he supposedly found his room (after 2 days). No personal items were touched or tampered with and at that time no cash or rings were found. Our service was done on February 26, 2024 around 10am and we left 11:50AM, the report or text message ******* left was done on February 28, 2024 (2 days after our cleaning service was provided.)
  
  I attached a picture of the place ************ claimed the bag was found and someone or somebody took some of his belongings, he did not call us to just ask us for our insurance information, he called us to blackmail us by saying if we didnt give him money for his missing items he will use all the available platforms on the internet to make us look bad, and give us a bad review, and in his words, "ruin our business." We are proud of our excellent service and also in charge of cleaning many well-off homes in the desert area, I am attaching all text messages talking about this issue, he was since the beginning changing the story. First, the claim was for a remote control and two rings, then he changed it to two rings and lots of cash.
  
  You can find us on many internet platforms and we have nothing but good reviews, he is wrongly accusing our housekeeper and he is claiming that he has videos and witnesses (neighbor) as proof that she returned to the house later; something that is completely impossible because she was working together with my wife ******** using the same vehicle all day. On top of that she does NOT know how to drive but he claims she came back after the cleaning. And he is claiming he has many videos as proof. We have encouraged ************ to provide all those pictures and videos to the police, in my experience as a former security officer from Marriott, the housekeeper or cleaning industry is always having these types of challenges and for some reason it always involves gold rings, jewelry or cash that gets misplaced; something that is really difficult to trace. We would've liked to fix this problem right away but the way he was trying to blackmail us didnt look right to us.

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  
  I noticed in the last sentence they mentioned they are willing to settle the matter. All I ask is for their insurance information so that I can input a claim with them. I also would like to have piece of mind that they are licensed and insured