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:01/14/2025

  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.

  The business does not list a complete street address. I have used ******, Yelp, and ******** to find this information and there is nothing listed other than Pearl River, **. I was able to get the street name using MapQuest. I first connected with this business via ******** to request services.

  Email 

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  ft in the house should be disregarded and cleaned around because he would return to collect them later. She did not heed these instructions, she then applied an up-charge to her original quote for "trash and item removal". I knew the house was empty but I took her word for it. She then took a break to "run down the road". She also complained about the state of the house and that she should have been warned, but again, she did not ask for pictures or for access to survey before taking the job. She did not communicate when she "finished" and did not follow up after. I tried to reach out to her several times using phone calls, text messages, and ******** but she has studiously avoided me. The home was not cleaned in any capacity. The blinds in the windows were removed and placed in the bathtubs and the floor of one room was hastily mopped. The items she was told to avoid were put outside and some are missing. After informing her of contacting the BBB she has not responded.

  Business Response

  Date: 01/17/2025

  ******* reached out to me to render services for a move out clean. Got it set up, gave a price range because I had not seen the home yet so I didn't want to provide a firm price. She never disclosed any information about the home or the condition. Fast forward, due to circumstances not caused by me or my business, she rescheduled the appointment 3 separate times. Upon the evening of the clean, her husband contacted me and kept talking about water on the floor in several rooms and told me about the house being unlocked and where the key was and so on. I could not fully understand everything he was saying and I let him know he was cutting out very badly. So, we arrived at the home, all the doors were locked. I called the husband and explained I still couldnt understand where he said the key was and what door to get in because everything was locked. He ran from down the street, opened the door then ran back. Before I could walk back to the door to discuss the home, he was gone. We walk in the home, there is trash everywhere, home items still everywhere, AND WATER IN ALL THE MAIN ROOMS. Standing water. We had to spend 45 minutes mopping water before we could even begin. Each room was having to be mopped 3-4 ******** now seeing the condition, we messaged her and let her know the cost would be $300 for us to start and that deposit would need to be paid immediately. The $300 would cover us removing all debris and standing water. Then once that was completed, it would be another $300 for the clean. All to which she was fine with and agreed and sent the money. So we arrived at 6:15, at 11:02 the husband messaged me,informing me that the power was going to be cut off at midnight. So, we let them know that we would do the best we could in trying to complete with the time frame we had. She stated ok and sorry for the house. I am all for helping someone out and probably still would have no matter the situation, but the state of the home should have been disclosed in the beginning. Even if I did not request pictures, the water and trash should have been disclosed. If it would have been, I would have been able to inform her that it was going to take quite a few hours. The full clean could have been completed if we would have had power. Needless to say, sure enough, 12a came and lights out. There were still areas of the home that had not been touched yet. (The master bedroom and bathroom. Blinds were soaking in the tub before power went home in order to try and get some of the mold and mildew off. We didn't want to hang them back up soaking and dripping wet). There was black mold in several places of the home(all the window frames in the home and in a few if the closets).I started to clean still with no power, but phones died so no flashlight and I was at a loss. The house may not have been cleaned to her expectations but considering what we walked into, that would have taken a lot more time and money. And with no power in the middle of the night, a little hard to do. But more than 75% of the home was completed as you can see in the photos. She apologized multiple times, leading me to believe she was aware of the extent of the work needing to be done.The after pictures were all taken in the dark as well before ********** now, the client is taking to ********, Yelp and BBB to bad mouth myself and my company name. Business defamation and defamation of character. Trying to cause a loss to my business by telling others not to use my services. I know I probably should have taken all those red flags and refused service but that's not who I am. I am all too willing to help anyone as best as possible. See photos below of messages between myself and client and well as photos of what we were dealing with.

  

  
  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  The business owner is not being 100% truthful and is has been avoiding any contact with me to obtain a resolution.  How can you pride yourself on your work ethic if you are happy to just take someone's money and run? Why is she not communicating with me directly as to avoid any third party resolutions? I believe after services are "rendered" you should speak to the client whether things went well or not.
  Regards,
  
  ******* Jupiter
  
   
  

  Business Response

  Date: 01/17/2025

  My response remains the same. It has become obvious that she is only looking for a refund. Nothing to do with services. I refuse because entirely too much work was done. I will not be communicating with the customer. I do not need to after defaming my company publicly. Thanks