Complaints

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• Initial Complaint

  Date:12/22/2023

  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.

  On Dec 20, 2023, I had services rendered from this business for move out cleaning services. The company provided 3 workers to cleaning the home and the price was suppose to between $540-680 and the Manager stated if the they didn't require much cleaning it was will be on the lower end. The workers came to residence cleaned and stated that it wasn't a dirty house and we would be charged on the lower end for services. After the workers completed service the manager did not provide a invoice to pay the day of service. I called and requested a invoice for the next two days and finally on the 22nd of Dec an invoice was provided and I was charged $680 with no explanation of what was charges. When I asked for the break down the manager was rude, didn't explain what was charges, stated that she behind on invoices and also stated that her workers were at my house for 10 hours. The people were at the house for only 3 hours. During calls the manager kept hanging up in my face and being very unprofessional. During the day of service she was unprofessional with her employees; she was arguing with in my presence, stating that they need to stay at the house for she can check up on them but the employees stated that house was already cleaned and they no longer required to be there. This entire experience was very unprofessional and over costed for no explanation.

  

  Business Response

  Date: 12/26/2023

  I had a chance to listen what took place with the call history from last week.  There were a few times where the calls were hung up on the customer side.  I was able to understand my staff had no time to respond that these were total billable hours with multiple technicians.  I understand the client is requesting an explanation of the charges and was frustrated at the timeline where they had not received an invoice.  We apologize, that the billing usually takes 1-2 business days to respond.  The estimate range our company gave was between $540 and $680.  Being that it was a quote over the phone, we only gave them a range sight unseen.  One of our cleaner may have commented "it may be on the lower end", which we apologized for this comment.  This should have never been stated because of the unknown while we clean.  Our techs go over a complete list of move-out items so that the next person may be able to move-in.  I am including this list - move out cleaning checklist.  It is labor intensive and why we ought not to make that kind of statement.  The total billing hours (we had 3 technicians put in multiple hours ranging from 2.3 hours to almost 4 hours = 3.98).  Here is their total hours:  11:17-3:16pm=3.98 hours.  11:39-3:28=3.82 hours  1:05-3:23 hours. =  **** hours.  Since the actual amount of hours exceeded what the client was quoted, we billed at the top end of the estimate.  The client was given a range.  The client agreed to the range and these are the facts.  Client was happy with the results, but not the bill.