Complaints

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• Initial Complaint

  Date:01/07/2023

  Type:Customer Service 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company is a bunch of liars and thieves they will lie and ask me to supply more and more evidence that they will deny and make excuses to save face. I don’t need to supply any more videos or evidence on my part, also even if my mother did say I sold collectibles which I don’t, that had nothing to do with the non collectible possessions which were taken. White bags were not used and heavy cleanings isn’t an excuse to do damage or cause the theft of property. The company/owner can lie all she wants, the property is still gone because of a negligent employee under her watch so the complaint stands until they admit their wrong and resolve the list of items that were sent. At this point an organizer, clock, bottle, bracelet and souvenir tub along with an apology would have caused far less damage to their reputation than the lies they keep spouting to try to save it.

  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/15/2023

  To whom it may concern,
  1. The complainant points out that we would have removed personal items.
  It is necessary to specify that our part is sure that the complainant acts in good faith; Therefore, our part initially sought to replace the objects that had been lost in order to avoid arguments and affect our relationship with our actual client, the complainant's mother.
  2. However, after verifying with the work team, we have come to the conclusion that our company has never eliminated goods that are clearly distinguishable from being garbage and expired, useless or rotten products.
  Having eliminated approximately 25 garbage bags.
  3. Likewise, the day the service was quoted, part of the condition of the 2-bedroom, 2-bathroom apartment was filmed, and in that video part of the objects pointed out by the complainant can be seen. However, on the first day of the cleaning service these items were no longer at the job site, having been removed before our arrival.
  4. Two days before starting our cleaning service, our client asked us via text message "that we consult with her son before throwing anything away, since he sells collectibles for a living."
  5. We recorded that the first day, in accordance with our regular procedure, we used transparent bags for items or papers that were not garbage and black and white bags for garbage.
  However, on the second day, being at the client's request, it was decided to use only transparent bags, making them available to her son the complainant, in order for him to approve the disposal of the garbage, the same one that was disposed of in the garbage dump at his complex.
  6. We leave for the record that we are a company with experience of more than 12 years that we have never had a complaint and that we have done extreme jobs that includes hoarding and heavy cleaning. And in the specific job the service was quoted the amount of $ 2,965
  Using a total of 94 hours for 2 days (December 20 and 21, 2022) doing our best to meet the expectations of our client, who knows our professional quality and  experience.
  
  Therefore, we respectfully request that the complainant search for his personal items in his property, as our party did not disposed  or eliminated them consciously, having acted with the diligence that the service warrants.
  We regret that this complaint affects the reputation we have earned during our 12 years of service to the Central Florida community, reinstating our commitment to provide excellent service to our community.
  Finally, we inform you that we have tried to communicate via phone and text message with our client in order to resolve the complaint before responding to this without success.
  That's all we have to inform about this issue.
  Sincerely

  Business Response

  Date: 03/12/2023

  We stand behind all our previous answers
  We would like to clarify some points mentioned by the complainant
  First We invite him to show the video or any other evidence
  Second It was the person who hired us, the complainant's mother, who told us that her son sells collectibles.
  Third white bags were used period
  Fourth Just to clarify In hotels, heavy-duty cleaning cannot be scheduled when the guests and their personal belongings are in the room.
  The work was done with a lot of pride, dedication and effort. The conditions of the house were extreme. We reaffirm what we said previously.

  Fiorella B******

  Any House Cleaning

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