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:02/23/2023

  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.

  On 01/27/2023, Xcel Janitorial Services (****** ****** & his sister) came to clean my home and clean the tile grout, charging $200 for house cleaning and $700 to clean all tile grout. We discussed the possibility of continuing with monthly housecleaning. When the work was completed, there were puddles of dirty mop water throughout my home and ****** said when it dried the grout would look clean. It did not. Later it was apparent that the dirty water has permeated the white grout, which is now darkly dirty throughout the home. On 1/30 I took some photos and texted them to ****** asking him when he could come back and fix it. He read my message but didn't respond. On 2/1 I re-sent the same message and he finally responded that it was "some residual" and he would get me on the schedule to clean it. On 2/2 he texted to ask if I had time on Wed 2/8 and I said yes. On 2/7 I texted ****** to confirm he was still coming the next day and ask what time; he didn't respond and didn't show up on 2/8 although he was reading my texts. On 2/13, I asked him about coming back; he didn't respond. On 2/14 I phoned him from a different phone number and he actually answered. He said that his sister would call me to schedule a time she could come back and clean it, and that I should let him know if she hadn't contacted me by 5 p.m. She did not call, so on the evening of 2/14 I texted ****** to say how unhappy I was with the poor cleaning work (which actually made our grout dirtier) as well as all of his ignoring. I requested my $700 back so that I could hire someone else to fix the damage. Yet again, no reply. I'm in the process of getting quotes from various professional flooring companies to repair the damage, with the lowest-cost one at $779.