Complaints

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• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Scheduled a move in clean for $600. We were moving into a house that hasn't had anyone living in since it was renovated and had all new appliances. One cleaner showed up and spent 2 hours there (first 90+ minutes we left to not get in the way). Later that day we saw all of the closets still had dry wall / dust on the ground, all of the shelves were stained and caked in dry wall / dust, all of the rooms had dry wall / dust that was pushed into the corners, all of the door frames and trim had a layer of dust / dry wall, all of the windows were still dirty, all of the windows blinds were coated in dry wall / dust, both showers had stains and had dry wall in them, the window stills were very dirty, the kitchen cabinets had dust / dirt, there were cob webs in the corner ceilings of multiple rooms, and the fans had a layer of dust on them. Since the place was completely empty and had all new appliances, basically everything that needed to be cleaned was not actually cleaned. They've refused to offer any discount or partial refund, they took over a week to call me back with me making daily calls. It's honestly ridiculous to pay for a move in clean so we dont have to worry about cleaning everything right when we move in and then to not have the place cleaned at all, and they refuse to do anything other than offer a reclean 2 weeks later but we've already had to clean the entire house ourselves at this point.The supervisor admitted over the phone that the clean was supposed to be more thorough and a lot longer, unfortunately it seems the owner is refusing to give any kind of refund.If they could have offered a reclean the next day or even within the same week, we would have agreed, but at this point it's ridiculous to have someone come back for a clean and me and my wife have spent 20+ hours cleaning everything ourselves.

  Business Response

  Date: 10/23/2024

  Hi **** We appreciate your feedback. As weve discussed, we want to reiterate that we have records of all our communications, both incoming and outgoing. You initially called after hours on Tuesday following your clean on Monday morning. Due to the hurricane we were closed, we allowed our employees time to tend to their families and homes on Wednesday and Thursday during the Storm. Even though we were closed we reached out on Wednesday and Thursday, we got no response. We offered to send a supervisor to address your concern about the closets, but you did not return our call when we were available to send someone out on Friday after reopening. Additionally, you declined my supervisors offer to visit your home Tuesday. You then agreed to have the supervisor come on the 24th, then requested to reschedule it to the 28th, and ultimately decided to threaten not to pay for the 5 hours our cleaner spent on your move-in clean, though it was not stated as a post-construction clean at time of booking like you have indicated. We understand that we did not meet your expectations, and we regret that we couldnt resolve this to your satisfaction. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22464654
  
  I am rejecting this response because:
  Their response is largely lies.
  I called over 30 minutes before closing on october 8th and was told you would call me right back, but you never did. I also called wednesday and never got a call back. I called you on Friday, you didn't call me or leave a voicemail (I did leave a voicemail). I then called Monday again with no response. I then called again Tuesday which I finally call a call back offering a reclean. I had said if it was even a day earlier we would have likely taken it, but we had spent all weekend cleaning and our movers already brought all of our items that day. I had instead asked for at least a partial refund and the supervisor said someone would call me back (surprise surprise, nobody did). I then called back again (today) and eventually got a call back saying you wouldn't do any kind of refund and after arguing for an hour, I said let me check with my wife but for now let's schedule a reclean because it's better than nothing. After arriving home today I saw my wife had spent all day cleaning (on her birthday by the way, not a lie) and we were basically at the point where the entire house had been deep cleaned and a reclean would be pointless. I reached back out saying I would still rather have the refund to where you were hostile and started making up lies. Rescheduling twice is a lie, you had said the earliest you could do is next Tuesday which I said definitely wouldn't work. I then said maybe Thursday would work but I would have to check. I then checked and decided the following Monday would be better. This wasnt me rescheduling multiple times and I have always maintained I would rather have a refund at this point since it took 8 days after the clean for anybody to call me back and I have promised 2 times to get call backs and nobody ever has...
  The cleaner was here for slightly over 2 hours which it seems all she did was vacuum and mop during that time so the 5 hour comment is just a straight up lie. Also I was very clear when first calling to schedule that the appliances were new and it was recently renovated and you recommended a move in clean.
  
  **** ***********

  Business Response

  Date: 10/28/2024

  As stated we have records of all calls incoming and outgoing. We are sorry we were unable to send some out in a hurricane to address your concerns immediately. We value the safety of our employees. We offered to send someone to review your issues, as soon as we reopened from the storm, along with multiple other times. Unfortunately you declined our resolution. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22464654
  
  I am rejecting this response because:
  I didn't expect someone to come out and clean my home during a hurricane. I do expect a partial refund since we had to entirely clean our own home since there was no response for over a week.

  Offering a move in reclean that will take place 2 weeks after we moved in and all of our items are in place and everything had to already be cleaned, doesn't make any sense...

  If a refund is completely out of the question (which i still think is ridiculous) we'd be open to a reclean but would want to change it to a deep clean and schedule for multiple months from now instead since we've had to entirely clean our home at this point.

  We easily spent 40 hours at this point cleaning everything so a re clean immediately after that, doesn't make any sense.

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

  Customer Answer

  Date: 11/26/2024

  I would like to mark this complaint as resolved since the company has promised a partial refund once the complaint is marked as resolved and my negative reciews online are deleted.