Complaints

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• Initial Complaint

  Date:08/15/2022

  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.

  Hired this company for a deep clean followed by biweekly cleanings at $227 per cleaning, $570.19 for the initial deep clean. Each cleaning the company was late, wasn't a huge issue at first but happened with each service. After the deep clean the company increased their prices, no new contract was issued at this time. The first increase was not a huge one so I paid it, the second basic cleaning they increased the fee substantially (66% increase) which I paid. Then said company wanted to me to prepay for cleaning services quarterly (~$2200 in advance) to which I declined, then asked for monthly payments in advance to which I attempted to end the relationship. After a series of texts the owner agreed to honor the original price so I scheduled my cleaning according to the owners availability. The owner requested payment prior to the service which I was not comfortable with. Schedule time/day comes and goes with zero communication from owner. At that point the assumed owner of Falling forward issued me and my husband several threatening emails/texts claiming they would file a mechanics lien on my residence for failure to pay for services. The amount the owner is requesting is now over $1440. For the 3 cleanings i received I paid over $1100. I have sought legal counsel on the matter and will be following their advice.

  Business Response

  Date: 08/30/2022

  The complaint the client has made is indeed all false accusations. I have proof on every text and every email that has been sent back and forth with the client. The client is in the middle of a move. She was wanting to cancel services in the middle of the contract that we both signed stating that if for some reason services are canceled, the invoice still has to be paid on the date the invoice is sent out. The contract terms are every three months. The contract also states that if the client is wanting to stop contract services after the contract of three months is up, falling forward cleaning needs a thirty day notice prior to contract end terms for the three months. It gives my company a way of filling that clients scheduled services so my company is not missing out on what it brings to the table for it to continue growth. ****** ******* and her husband ****** ******* began to tell me two days before scheduled services that they were not wanting the services anymore due to construction work going on in their home. I then replied that I understand the process, unfortunately ending services still holds its agreement per contract signing. The client then initiated that my payment terms were to much. Elaborated to me me they were ending services. I explained to both clients that I would meet them in the middle and do my best to accommodate payment terms to help resolve their feelings. ****** and her husband ****** agreed to the price of my contract. During the contract I sent a letter to every client that I had on contract price terms were going to have to be adjusted accordingly due to material and the way of life expanding it’s high with price. In my letter it stated if the client wasn’t able to adjust to the new price terms that I was thinking of doing then it would be ok to keep the same price terms for the original contract. ****** was ok with moving forward on the new price terms which were adjusted for one cleaning after the letter was sent out and then she wanted to end services without an explanation and without trying to meet in the middle because I did not want to lose a client that I truly enjoyed being near and her family. 
  
  ****** and ****** after trying to end services we agreed to continue the contract after I sent them the document of the signed contract and we rescheduled services for the same week. The invoice was suppose to be paid for the service on the same day for scheduled service though. Per contract signing. That was a Monday. Her biweekly cleanings were every other Monday. I sent the invoice Monday for the service, she told me that her husband would venmo pay the service but never did. The Venmo payment goes to my business venmo account which we regularly used for payment terms. I then messaged her again Tuesday reaching out about the invoice and she told me her husband would send it when he was done at work, never did again. Wednesday comes around and still no payment. My services are not free. Her rescheduled service was not met because of failed payment terms that was invoiced Monday. I then sent an email Thursday evening explaining that they have breached contract terms. That the rest of what is owed on the contract signing needs to be paid upon. And then they kept giving me the run around, and also made a complaint based on all false accusations pertaining to my small growing company I’ve worked desperately hard to build on my very own. 
  
  ****** also did not have three cleanings only. ****** is a month and a half into contract. Her first initial deep clean, was two whole days of work for me. Total hours for the first cleaning was 17 1/2 hours. I went over and beyond for those clients each time of service being performed. These statements are false, and it’s also slandering my company name based upon her wrongful doing by breaching contract. I never once threatened those clients and never would I do such a thing. I value my relationships with my clients and I stand by my word and I do always perform the best quality services for any client that is scheduled. I am devoted to my company entirely. 
  

  i did explain to ****** and her husband that if payment terms weren’t made, I have to hold my ground as a new business owner because we do have rights as well. I was going to move forward by contacting my attorney to file a mechanics lien due to breaching contract. That was not a threat, that was not being harsh or cruel. I was elaborating that my company cannot suffer by the choices of others taking advantage of my companies services.. I work entirely to hard for my company to fail. 
  

   

  this notice would have been met immediately if my field agent notified me when the letter was sent to their building. I do apologize about the inconvenience of notifying and explaining my companies side to the false accusations that were made against me.. I do have all documented forms and emails and texts pertaining to this client and her husband. 
  

   

  thank you for your time 

  Demi J****** 

  falling forward cleaning llc 

  Customer Answer

  Date: 08/31/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This matter has been handed over to an attorney I have retained so I prefer not to indulge in any further arguments from said business. Once the matter has settled I will complete my response. 
  
  
  Regards,
  
  
  
  ****** *******