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:03/31/2025

  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 am filing this complaint to document my experience and warn potential customers. At the very least, I would appreciate a formal acknowledgment of my concerns. Ideally, I believe a partial refund would be the fair resolution to this issue.I hired Cindy's Cleaning Company LLC for a bi-monthly cleaning service at my home while I recover from surgery. During her most recent visit on Friday 3/28/2025, I was dissatisfied with both the quality of work and the professionalism displayed.Despite being hired for a thorough cleaning, several areas were overlooked, including: mopping. vacuuming, missed areas, poor cleaning of stove and other areas. During the cleaning, comments were made about my home that left me feeling judged and shamed rather than valued as a client. I take pride in the way my house is clean. Professional cleaners should maintain a level of courtesy and respect for their clients' homes, which was not the case here.She charged $175 for a cleaning session that lasted only two hours. Given the amount charged, I expected a much higher level of attention to detail. The agreement was $175.00 for the entire house and she did not complete the job.After the cleaning, I reached out to express my concerns. She acknowledged in text that she did not complete the work, stating, "I can come back and fix what was missed." Despite this acknowledgment, she refused to offer a partial refund, stating "NOT HAPPENING."While she did offer to return and finish the job, due to the way she treated me during her visit, I do not feel comfortable or safe allowing her back into my home. Her comments left me feeling judged and shamed, and my mental well-being is important. A partial refund would be a more appropriate resolution in this case.

  Customer Answer

  Date: 04/10/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/11/2025

  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by Ms. ******** ***** regarding her experience with Cindys Cleaning Company, LLC on March *******. As a family-owned business committed to customer satisfaction, we take all feedback seriously and strive to ensure that every client receives high-quality service tailored to their needs.

  After reviewing Ms. ****** complaint, we would like to clarify the following:
  Agreed Pricing Structure Our company prices services based on the scope of work rather than hourly rates. Ms. ***** agreed to the total cost of $175.00 for her home cleaning prior to the service, and payment was received at the conclusion of the job.
  Offer to Address Concerns Upon receiving feedback from Ms. ****** we promptly offered to return and address any areas she felt were unsatisfactory. However, despite multiple requests for clarification, she was unable to specify which areas required additional attention.
  Commitment to Professionalism We take great pride in maintaining professionalism and respect in all customer interactions. We regret that Ms. ***** felt uncomfortable during the service, as this is never our intent. However, we assure you that our team follows strict standards of courtesy and quality when performing cleaning services.
  Policy on Refunds Cindys Cleaning Company, LLC does not offer cash refunds, as our policy is to correct any issues through additional service if necessary. While Ms. ***** declined our offer to return and rectify the situation, we remain open to resolving concerns fairly and professionally.
  Our goal has always been to provide a stress-free and immaculate cleaning experience, and we will continue working diligently to uphold that promise for all our clients. If further clarification is needed, we are happy to provide additional details regarding this matter.

  
  Thank you for your time and consideration.
  Sincerely, Cindys Cleaning Company, LLC

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the opportunity to respond to ******* Cleaning Company, LLC's reply to my complaint.
  I would like to clarify and address the points made in their response:
  While I agreed to the price of $175 for the service, my expectation was for a thorough cleaning, which was not met. Several key areas, including mopping, vacuuming, and the stove, were either missed or not cleaned to an acceptable standard. The quality of the work provided did not match the amount charged, especially considering the two-hour duration of the cleaning session.
  After the service, I was very specific in my text messages outlining the areas that were missed. I stated: We noticed some areas missed such as behind the tub, underneath the vanity, areas where either not or poorly vacuumed, and the mopping was so rushed that areas were left untouched. Despite this clear communication, Cindys Cleaning Company offered to return, but I declined. The reason for my decision was not the need for further cleaning, but because of the unprofessional behavior and uncomfortable comments made during the visit. I do not feel safe having her enter my home again due to how I was treated.
  Professionalism and Respect: I take pride in my home and expect to be treated with professionalism and respect by any service provider. During the cleaning, comments were made that left me feeling judged and disrespected, which was the primary factor in my decision to not allow her to return. These comments were not only unprofessional but made me feel uncomfortable in my own space.
  I understand ******* Cleaning Company's policy regarding refunds; however, given that the service was incomplete and the professionalism was lacking, I believe a partial refund would be a fair resolution. The offer to return and finish the job is not a sufficient solution for me, as I do not feel comfortable or safe allowing the cleaner back into my home.
  I hope this additional information helps to clarify the situation and that we can reach an equitable resolution. I believe that a partial refund would be the most appropriate way to resolve this matter, taking into account both the incomplete service and the unprofessional behavior experienced.
  Thank you for your attention to this complaint. I look forward to a fair resolution.
  Sincerely,
  ******** *****
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********