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:08/22/2024

  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.

  I contracted with Cheyenne Mountain cleaning to have a two bedroom two bath house deep cleaned less than 1200 ft. I have positive remarks to make to the owners and I also have questions about why only one bathroom was cleaned and why all my furniture was not dusted? I have reached out in every way I know how. To speak to either ***** or ****** about my concerns. Neither one of them will respond to me? I just dont get it as I just wanted to discuss my concerns and if I was expecting too much from the services that I contracted for?

  Business Response

  Date: 08/23/2024

  ***** received a 6 hour deep cleaning service; which is exactly what she paid for. She did not contact the company within the time frame of the terms and conditions on the website. Additionally, she left specific instructions to focus on the kitchen, and the crew following those instructions, worked on the kitchen, all living areas, etc. they best they could during the time allotment. The home was in extremely poor/dirty condition and took much longer to clean due said condition. See attached photo above where client provides us this information in her own words. Lastly, *********************************, our quality control specialist, did call ***** back and she told her she only wanted to speak to me. I am the owner/CEO and do not take complaints when I have hired someone to do so. We have a phone answering service as well as a quality control specialist handling issues so this is a false accusation. I believe she only wants money discounted or refunded for no reason at all.  See attached photos above to read our company policies. I attached her purchase order as well. Please let me know if you need anything else from me.

  Thank you
  ***********************;

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22183332
  
  I am rejecting this response because: 

   

  I didnt know that the only owner to speak to was with ******. I did not speak to ****** as she has said. I would not have refused her call, as I only had some questions. Indeed, I am aware that the house had been very dirty as I did tell them that at the start. Indeed, there were 2 technicians here for 3 hours and they did a good job on kitchen and master bathroom. I just didnt realize that 2nd bath, all furniture and 2nd air intake vent were not included. 

  ***********************

  
  

  Business Response

  Date: 08/27/2024

  We are very confused by this whole situation. ****** did speak to *****. She called and left a message and then ***** called her back and she asked how she could help and was told she couldnt help that she had to speak to ***********************, the owner of the business. I think the real issue here is that the client would like a full refund when it is not warranted. As per the clients notes on the purchase order; the crew followed her instructions and focused on the areas she specified. This took a majority of the timeframe during the appointment. This may be where some of the miscommunication lies. There is not an infinite amount of time crews can work at properties; 6 hours is the maximum number of hours for the price as said in terms and conditions. For example, 1 kitchen may take 4 hours and another may take only 1 hour, especially if said client does not use appliances. Kitchen appliances can add 1 to 3 hours if they have never been cleaned or it has been years. This is the area that we were told to focus on specifically.  As a business owner I cannot set a precedent to refund monies when a service was provided. I have already paid over $200 in labor costs, supplies, workmans compensation and taxes. Other than giving a full refund back, which I am not willing to do, I am not sure what I can do to make ***** happy. I have explained our policies and terms/conditions. There are pictures of them uploaded on this website for reference.
  

  I am also not really sure what the BBBs role in this situation is because we are both just communicating with each other through this site and nothing gets resolved. We are at a stalemate it seems going nowhere. Is this the process? Do you make a ruling? Where do we go from here? 
  Thank you
  ***********************

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22183332
  
  I am rejecting this response because:
  I have never expected any type of refund as much was done and I was pleased. It just was never explained to me that a deep clean was based on hours. If that had just been explained to me at the initiation of my booking I would have completely understood. I too am sorry for the misunderstandings in communication on both of our parts. I just felt that my questions were  not important to you. At this point Im satisfied with your response.
  Sincerely,
  
  ***********************