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:07/31/2023

  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 hired Two Maids over the phone. I live in ** and was in ** my son had just passed away and I was taking care of getting his 16 yr old son my grandson settled with a family friend and his house cleaned out and all the other things that needed to be done at a time like this. While I was gone my house had been remodeled something I had contracted for in Feb. The person who was supposed to clean after the work had backed out and I was desperate for someone to do cleaning before I returned home. I spoke to **** operations manager and explained the situation and that the house was packed away no pictures or Knick knacks out that I just wanted everything dusted and wiped down of construction dust. She gave me a price of $369 and said 2 workers would be there Saturday I was due home Sunday. She never mentioned their "pay for performance" program that I found out about later or that my choices were deep cleaning, move out cleaning or construction cleaning. Something one of the workers told me about later. When I got home the place was NOT clean, I have pictures of all the dust and dirt on the fans, furniture, etc. they didn't even wipe out the inside of the new kitchen cabinets. When I called her to complain she sent the same two woman over and they had an attitude with me After losing my son I didn't need attitude. The first day they were there 2 hours the second day 30 minute for a 3 bedroom 2 bath house. I called **** many times saying I wanted a credit or refund. She talked in circles to me and then after a few calls she screened my number and didn't answer. I had to hire another cleaner who charged $250 worked by herself and did a fantastic job. I tried emailing who I think is the CEO of the franchise *** **** ******************** and received no response. I feel their work was subpar and I want a full refund. **** and workers customer service and customer satisfaction is nonexistent. I told her I was contacting the BBB and posting neg reviews and she didn't care

  Business Response

  Date: 08/15/2023

  This complaint is not valid. This was a renovation deep cleaning . She booked a deep cleaning On a Saturday and stated that she would not be there and the her sister knows what to look for and that she will be the one inspecting. Her sister and the repair person that was there stated that the house looked great and asked for a card. We got a call from the customer when the arrived saying areas was missed. We came back out to her home and the customer proceeded to be very rude and was yelling at them, but they went back over the areas. The customer wanted inside of the appliances and cabinets done on which this is not included in this package but they did anyway when they returned. Renovation dust is still in the air and will settle again multiple times which means she would have needed another cleaning regardless.
  
  
  

  Customer Answer

  Date: 08/16/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  I reject their response because of all the inaccuracies of their reply. I checked with my contractor and sister neither said the job was great and neither asked for a card. My contractor said when he saw them work they only were doing spot cleaning and not thorough cleaning. I didn't ask for appliances to be cleaned inside. When I spoke to **** on the phone I told her it was construction dust she was the one that said it was deep cleaning never telling me there were other options. When they came back the workers told me that. I never yelled at anyone!! She spoke to me rudely. I had just returned home from ** and the loss of my son to cancer. I just wanted the house clean. When she upset me  I told them to clean out the inside of the new kitchen cabinets and whatever else they missed and then I went outside out of their way and cried. I'm 77 ys old and will not be spoken to like that. Also the pics I already submitted shows what wasn't done. I took them with the cleaner I had to hire to do what they didn't she said she couldn't believe what a poor job they did. So I have 3 people who saw a agree with me that the job they were hired for didn't get done.What **** told me and what the cleaner said and did were not the same.

  Regards,

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