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:04/03/2023

  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.

  I contacted ************************* to clean carpets from a marker as a result of my child. I showed pictures and went into complete detail. He assured me he would get it removed. I have the entire chat. Their was also one room of pet odor that he stated he would clean as well. Obviously, he showed up on the day of service. The contracted price was $400. I could not stay in my home while did he did the work & returned 2 hours after his arrival. I noticed when I returned it looked better but not gone. He said wait til it drys and if its still an issue I will come back. I trusted him to come back and resolve any issue. Needless to say he did not. I have contacted him multiple times and demanded a refund. He said I was threatening and bothering him. I simply want my carpets cleaned. I paid him cash and a large amount according to many other professionals. Please help!!

  Business Response

  Date: 04/04/2023

  ***** reached out to me on February 25th of 2023 at 11:33pm stating that she needed carpet cleaning for her entire house (6 rooms, 18 stairs and a hallway).
  She told me that her daughter had used washable marker on the carpet, also that she needed a pet treatment because her dog had urinated (multiple times) in a very large, open room. She needed it done "as soon as possible" and that it needed to be removed 100%. I told her that "there is NO guarantee that it can be removed 100% but that I would do what I was able to do to get it taken care of (photo attached).
  I gave her a price of $400 for the size of her house and the amount of work that would be put into cleaning.
  I came out to clean on Wednesday, March 1st at 1:00pm and was there until around 4:15pm. During the cleaning, I noticed that some of the marker was coming out easily and that some of it was not coming out at all. (Note that she told me that it was washable marker originally)
  We talked at 2:55 on the phone because she was not home at the time of cleaning. ***** stated that her daughter had also used black permanent sharpie on the carpet as well as washable marker. I was unable at this time to remove the sharpie, as I had shown up to this job with the information that it was washable marker.
  I continued to clean the entire home and at 4:00pm she had walked her home and paid me the agreed amount of $400.
  The next day *****'s mother called me asking me if I was able to come back out to address the odor problem from the dog urine because the smell was very potent. I told her that I would make time the following Sunday (3/5/23) to come out to do an odor treatment free of charge. I arrived on Sunday the 5th at 9:30am to do the odor treatment and ***** informed me that she does not want any work done because "it was her only day off and she doesn't want anything done on Sundays". I informed her it would only take about 20 minutes and she agreed to let me do the odor treatment in the large affected room.  Let it be known that in her complaint she said I did not show up a second time even though I cleared my schedule on a Sunday to come out free of charge.
  Since I cleaned for ***** she has texted me demanding $250 in a refund or she would take me to court. (Photo attached)
  At that time, I agreed to send her the $250 refund in the mail but ***** told me she wanted it via venmo, due to the fact that she did not want to deal with **** delays. She then told me that she wanted the full amount at that time. She also stated that she has zero issues with resolving this in court (Photo attached)
  She has since posted several reviews as well as comments on my business ******** page claiming I am a "awful person" and that I have "destroyed a trade that other professionals have worked hard to build for over 20 years". ***** continues to state that I "promised in writing" that the marker would be removed from her carpet even though I stated, prior to cleaning, that I cannot guarantee that it will be removed 100%.
  I am not offering any refund at this point.
  I have spoken to my attorney and he advised against any contact with ***** (I have also asked ***** to please not contact me). My attorney also advised against any refund and that this matter is best resolved in small claims court. ***** has informed me that she is taking me to small claims court and I have agreed to have it resolved this way. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19887834
  
  I am rejecting this response because:

  ****** is well aware that my father just passed away. I would appreciate refund of $250.00 and or contact information of attorney. I have provided our entire conversations. Their are at least 6 normal stains that should have been removed easily on top of the ones of concern in our conversations. Jordans promise to

  Return after he came back that Sunday with us not being aware of his intent. Time frames of his work are not accurate. I was here and left for one hour approximately. I have cameras in my home. Respectfully ask for $250.00 or attorney information to move forward. Look forward to refund and or complete attorney information for contact. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  ***** has stated she has no problem taking this matter to court, she gave me the "options" to return $250 or be taken to court. After originally offering the $250, she stated she wanted the full amount plus more for her time "she guessed around one thousand dollars total" (screenshot included).

  She has gone back on her demands and changed her mind which, to me, is unreasonable. I would like this to be resolved in small claims court as my original attempts to rectify the problem (returning to her house the second time for free and offering a $250 refund) were not accepted by *********** 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19887834
  
  I am rejecting this response because: I am not refunded any monies. $250 IS acceptable. Please advise immediately 
  
  Sincerely,
  
  ***********************