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:10/10/2023

  Type:Billing 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.

  The quote process wasnt transparent, and I ended up paying almost 2x what I expected. We paid upfront and tipped both employees in cash. They were 35 minutes late and did an OK job. After a week had passed, the franchise owner left me messages telling me I never made a payment. After reminding her of my previous payment, she asked for another $60, which I paid, but I found the way they went about this manipulative and unprofessional. By asking to get on the phone and refusing to provide an invoice, I felt that this company was avoiding a paper trail.

  Business Response

  Date: 10/04/2023

  This is not our customer.

  Business Response

  Date: 10/30/2023

  ******************* setup service to clean her place one time. I sent her an email (see attached with the price per hour per cleaner) $70 per hour. Before we can schedule any clean, we require a deposit of 2 hours for 2 cleaners which is $280. This is also listed in the email. See the attachment.

  The cleaners arrive there at 9:05 am and left at 11:05. The cleaners use an iPad to checking and check out. Also ******************* has camera that can show the time the cleaners arrive. Traffic was heavy and instead of being there at 8:30 am they arrived at 9:05. We did not charge her from 8:30am. See the attached screen shot. Her total was $340.67, the deposit was 280, remaining was $60.67.

  All is listed in the attached files. I did not get back to her until a week later as I was out of town, and I explained that to her. We did not do anything that was not listed in writing. I did review the time the cleaner arrived and left and she said that was the time they arrived and left.

   

  If you need more information, let me know.

  Best,

  Zahra

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20693791
  
  I am rejecting this response because:

  Did anyone at BBB review this? Based on the message, ***** states that I was overcharged.

   Zahra states that the cost of 2 cleaners and 2 hours is $280.

   "The price per hour per cleaner is $70 per hour. Before we can schedule any clean, we require a deposit of 2 hours for 2 cleaners which is $280."

  Please note that I did pay $280 via Venmo in advance of the appointment. ***** later called me and told me that I had not, leaving me voice and text messages.

  "The cleaners arrive there at 9:05 am and left at 11:05. The cleaners use an iPad to checking and check out."

  This is two hours of time. It is unclear why I would be charged for any more than $280.

  "Traffic was heavy and instead of being there at 8:30 am they arrived at 9:05. We did not charge her from 8:30am"

  If this is true, than why was I charged more than the cost of 2 hours?

  There are other parts of this message which I find puzzlingly innaccurate, or selective in the details removed.

  "Also ******************* has camera that can show the time the cleaners arrive."

  I'm not sure what camera this is referring to. We do not have a home security system with cameras, and I never took a photo when the cleaners arrived.

  "I did not get back to her until a week later as I was out of town, and I explained that to her."

  I do understand that time off can mess with our schedules, but the lack of clarity, demanding a repayment of the additional deposit, and repeatedly forgetting details from previous phone and text conversations has only continued through the business's response into this BBB Complaint.

  "I did review the time the cleaner arrived and left and she said that was the time they arrived and left."

  During this conversation, ***** had forgotten who I was and I am not sure that she was clear by the time the conversation ended. She never mentioned on this call on the day of cleaning service that I would be charged for anything.

  Overall, I do not see any recomponsense for the fact that the communication and billing process was unprofessional and manipulative. The cleaning service was actually very poor, and it did not live up to reasonable expectations for the work of 2 professionals for 2 hours.

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

  Business Response

  Date: 11/08/2023

  I am not sure what is ******************* want. I would like to have a call with a representative of the BBB to address this issue.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20693791
  

  Customer Answer

  Date: 11/10/2023

  There is no resolution and this requires mediation.