Complaints

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• Initial Complaint

  Date:10/01/2024

  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.

  On August 27, 2024, I scheduled a deep cleaning service with Mendozas Cleaning. The purpose of this service was to clean my home prior to my long term leave for vacation, in addition to cleaning the home after completion of a newly renovated floor, which had just been completed on August 25. The team of cleaners arrived to my home the morning of the 27th and were finished by the same afternoon. I submitted payment immediately after the service was rendered, despite a sudden increase (with no notice) and deviation from previous costs ($480 previous deep clean cost to $540). Unfortunately, due to recent eye surgery and medical complications surrounding recent eye surgery, my vision was not as clear as it once was; however, upon my wifes return to our home on August 29, 2024, she immediately noticed damage to our entire staircase that previously did not exist prior to the cleaners coming to our home. I contacted ****** ******* (business owner) on August 29, 2024 at 10:31 AM via telephone and relayed our concerns, during which time she accepted responsibility for the damages to our home (including damage to the entire stairwell, damage to window shutters) our conversation lasted a total of 12 minutes. She reassured me in this conversation that she would be going through her insurance carrier to repair the damages and provide any compensation for damages. Since then, I have provided ****** both video and pictures of the damages. On September 1, 2024, prior to leaving for my 3 week honeymoon, I contacted ****** and she informed me that she needed an estimate with the labor costs and receipts for the materialsall your information with email included and that the insurance company will contact you. Upon my return back into the ** on September 29, 2024, I contacted ****** to follow up since I hadnt heard back from her and she changed her tone from accepting responsibility for her employees actions to now accusing me of making false accusations of damages.

  

  Business Response

  Date: 10/24/2024

  ****, has been our intermittent customer for almost two years. The first time on 2022 we charged him $480 for an initial deep cleaning and $300 for a monthly cleaning. After 8 months since the last cleaning on 11/28/2023 he contacted me asking for a deep cleaning due to he painted the house. He mentioned that it was dust every where and he wanted us to clean the inside of the kitchen cabinets. Including taking everything out, clean them, and put back items. I mentioned him that it will be additional.  His home is around 3000 sqft, he got upset when I charged home $540. $60 Additional. He expected us to deep clean the whole house for the price of $300. Then he said I charged him $480for a deep cleaning  the last time. Yes, on 2022.

  After every clean, we always have the customer inspect the property to make sure we didn't missed any spots.**** did, after that he paid us. Then days later he calls and said that we damage the stairs flooring. That we scratched them, he assured me that it was my team. I explained him that we do not carry anything that could have damage the stairs in that way. All the stairs have dents on them, according to him. When he called and said that we scratched the floors, I explained him that it will be impossible to for us to make that kind of damage with the equipment that we use. Those dents looked like pet nails, our vacuum could caused a line scratch type, but no a dent. We would have noticed immediately and stopped on the first step. He will have been notified immediately. We use the same equipment all over the house, and no damage was caused in other areas. We use flat mops with a thick pad on them, and we have never caused a damage like that.  We use a electrical sweeper that is designed to protect  wood flooring. Never have caused any damages.  We are humans and accidents happens, I had incidents before and gets resolved immediately. Customers send me receipts or invoices and we proceed with the claims.  At that time, I told him that we would take responsibility For the floors and the damage in the shutter. I requested the receipts, or invoices for the floor and shutter to submit claim. Unfortunately, I didn't receive any documents or information on time to submit the claim. On 9/26/24  he contacted me again saying that we missed the closet and the fans looked dusty. I refunded the money for the closed $35 and  $185 for the shutter.  No he says he had an eye surgery, how can you be in a house full of dust after an eye surgery?  The fact that he inspected the house and agree that everything was fine, we are not responsible for accumulated dust over time or damages not reported on time.
  

  Customer Answer

  Date: 10/24/2024

  I am rejecting this response because: ****** claimed responsibility for the damages done to the stairs. The fact that she turned around and tried to blame a 10 lb dog after talked to her staff to try and shun responsibility is disgusting. It took me that long to get quotes because I was on my honeymoon and I already explained this to you. If my dog was the issue, there would be nail marks everywhere not just on the stairs where your workers dragged their devices up and down my brand new stairs. 
  

  

  Business Response

  Date: 11/18/2024

  I have responded to the customer. I have nothing else to say about it. He didnt give any information to proceed with the insurance claim. He wants the money, first he said it will be $8000 to repair the stairs flooring, then he changed it. He didnt send me any invoice- estimated as requested.