Complaints

This profile includes complaints for Address Our Mess, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Address Our Mess, LLC

  2312 Eskow Ave Ste 2 Halethorpe, MD 21227-4735

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  Address Our Mess, LLC

  7151 Holabird Ave Dundalk, MD 21222-1726

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:09/16/2022

  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.

  Wasnt comfortable when we started so they left and someone called and said i would be charged $250 even if they did nothing. They came back. I did tell them a large cat tree was to be trashed but they were breaking in pieces while i stood there. Everything that was being donated was thrown into large plastic bags with no respect for damage. I knew then it was all being trashed. I was going through everything thing. Case worker tried to console me about them just being items. Didnt feel any respect from any of the three. No therapist or counselor is actually there.
  They shouldnt send 3 men to help an older woman who is alone.
  Finally sent them away when i was exhausted. No one lifted so much as a broom let alone do any cleaning
  Thoroughly disappointed in the experience. Spent so much money to end up doing 9 tenths of the work myself.
  Felt intimidated to sign acceptance paper. I mean they know where i live. Even doing complaint is intimidating. Dont know if there will be retaliation
  Would never pay for anything upfront before service is done again
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 7, 2022/09/29) */
  The crew arrived at the residence. As is our process, the two technicians waited out in the truck and Denard (the case manager), went in and met with Ms. *****. Denard discussed the processes with Ms. ***** and explained how the day would go. Ms. ***** questioned if he had boxes to box up her donations. Denard explained that the donations would be wrapped in the plastic bags and they would be staged for packing. The boxes would be brought back when the crew went on break. Ms. ***** then advised that she did not want to move forward, that she was not ready. Denard then called the office and spoke to me (Coleen, Operations Manager) he expressed that Ms. ***** was not comfortable and did not want to continue. I then called the Estimator, Megan and advised of the situation.
  Megan then called Ms. ***** to assure her that she would be taken care of and that the Case Manager, Denard, has been on our staff a very long time and she was in good hands. Megan asked if she would give the team a chance to provide the services. Megan also advised that it was her choice to move forward or not and we would do whatever she wished, however; if she chose not to move forward that there was a $250.00 cancellation fee. (This fee is to cover the travel time of the three employees). At that time Ms. ***** decided to move forward. Megan then called the staff and advised that they could go back in and work with Ms. *****.
  Denard and crew went back. Denard spoke to Ms. ***** again and assured her that he would take care of her; then the crew began to work with Ms. ***** to separate the keep/dispose/donate items. Denard did say that there was a somewhat broken cat tree that they did break down for disposal however, he assured Ms. ***** that the donations were being bagged up carefully and stagged and would be boxed up once they returned from break. The items for disposal were bagged up and taken to the truck for disposal. They worked with Ms. ***** until break at which time Ms. ***** stated that she did not want to continue any further.
  Denard called Megan and advised that Ms. ***** did not wish to continue. Megan spoke to Ms. ***** to try to get an understanding of the situation. Ms. ***** said that they had gotten to an area where she didn't realize there was a lot of paperwork that she would have to go through herself and did not want to take up time doing this. Megan asked what the team could have done differently to improve her experience and Ms. ***** replied that she did not know.
  Below is to respond to Ms. *****'s statements individually:
  1. Everything that was being donated was thrown into large plastic bags with no respect for damage. I knew then it was all being trashed.
  We take pride in delivering out clients donations and are always able provide proof of donations via a donations receipt.
  2. Didn't feel any respect from any of the three.
  We are just going to have to disagree on this because this team is always complimented on how respectful they are by many customers.
  3. No therapist or counselor is actually there.
  Address Our Mess does not promote or indicate that there will be a therapist or counselor on site. As a matter of fact, our website has a page referring clients to find a therapist or counselor if they are in need.
  4. They shouldn't send 3 men to help an older woman who is alone.
  Address Our Mess is a hoarding and clutter clean up company which is predominately staffed with men. At no time did Ms. ***** request a woman on staff.
  5. No one lifted so much as a broom let alone do any cleaning.
  The job was not completed. Ms. ***** ended the services and therefore the cleaning process was not done.
  6. Spent so much money to end up doing 9 tenths of the work myself.
  Ms. ***** received a half of day of service by her own admission. Ms. ***** paid for a half a day of service.
  
  Thank you.
  Coleen S. Operations Manager
  Address Our Mess