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:06/10/2025

  Type:Order 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.

  June 7, 2025 cleaners joy was hired to do a move in move out clean of my new home I moved into. I paid extra for 19 windows to be cleaned, as well as walls to be cleaned. I paid a total of $1300. Their checklist:Living **************** Vacuum/Sweep/Mop Remove cobwebs Dust all surfaces and items Clean ceiling fans and light fixtures Dust blinds and vents Make beds Switch plates cleaned Doorknobs cleaned and disinfected Wipe down door frames and door facings Wipe down window ***** Wipe down baseboards Vacuum furniture/under furniture Wipe down furniture Bathrooms Counter tops, sinks, showers, bathtubs, fixtures cleaned and disinfected Toilets cleaned and disinfected Floors cleaned and disinfected Mirrors cleaned Clean ceiling fans and light fixtures Cabinets and drawers cleaned inside and out Remove cobwebs Switch plates cleaned Doorknobs cleaned and disinfected Kitchen Sweep/Mop Thorough dusting Remove cobwebs Clean ceiling fans and light fixtures Sinks, fixtures, counters cleaned and disinfected Appliances cleaned inside and out Cabinets and drawers cleaned inside and out Exterior of range hood cleaned Stove top, burners, drip pans, and k**** cleaned Stainless steel polished Switch plates wiped down Doorknobs cleaned and disinfected ************** Sweep floor Remove cobwebs All Rooms Wipe down window ***** Vents dusted and wiped down Blinds dusted & wiped down (note: we do not wipe down thin metal or plastic blinds due to danger of bending/breaking)Wipe down baseboards, door facings, door frames, spot-clean walls (some marks/stains may need to be painted over).They want to send the same team to reclean, I want a new team or a refund. They will not do either. I have videos and pictures of everything. The house is filthy and they keep saying the house is old or they need special products. I can get dirt up with a wet paper towel and no cleaning products. They did not deliver on anything they promised.

  

  Business Response

  Date: 06/10/2025

  We take all customer feedback very seriously and would like to clarify the situation: We have made multiple efforts to resolve this issue in good faith. We offered to send either the original cleaning team or a brand new team to re-clean the property at no additional cost, which the customer declined. Instead, the customer is demanding a full refund, despite the fact that a full service was performed and our refund policy which was clearly communicated and agreed to prior to booking states that refunds are not provided once service is completed. Our team spent several hours cleaning this property. If there were areas that needed further attention, we were and still are willing to address them as part of our 100% Satisfaction Guarantee. It is not accurate to claim that "nothing was done." The home required significant cleaning, and some permanent wear or marks in an older property cannot always be fully corrected through cleaning alone, which we explained. We remain ready to correct any valid concerns if the customer is willing to work with us collaboratively.

  Customer Answer

  Date: 06/10/2025

  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. 

  1. There is nothing clean in the house currently, I don't need them to come again and do nothing.

  2. I did not receive services I paid for, therefore I should not pay.

  3. They did not disclose that so many things cant be cleaned due to the house being 25 years old?? Im not sure how that affects one's ability to dust light fixtures? If they couldn't clean it on Saturday, how are they going to clean it a different day?

  4. They are trying to seem so accomodating when they have not been.

  5. The manager yesterday was very escalated and speaking over me and i am uncomfortable with that. 
  
  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,

  Mackenzie

   

   

  

  Business Response

  Date: 06/11/2025

  Thank you for your response. I would like to address your points respectfully and clearly:
  
  1. We understand you are unhappy with the initial results. However, we have offered to send a different team to correct the issues, not the original team you have declined this offer. The reason for a re-clean is specifically to ensure the work meets expectations.
  
  2. While we respect your perspective, a full service was performed and time was spent on the job as scheduled. Per our clearly stated policies (which were agreed to prior to service), refunds are not issued after service has been completed. That said, our offer to correct any issues remains open.
  
  3.The comment about the age of the home was only intended to explain that some permanent marks or wear (such as paint damage or permanent stains) may not be correctable through cleaning alone. We remain fully capable of performing the full scope of cleaning tasks promised and are happy to do so with a new team.
  
  4. We have made multiple offers to resolve this matter, including offering to send a new team, at no extra cost to you. While you may feel unsatisfied with the situation, we have been consistently professional and have followed our policies throughout.
  
  5. Im sorry if you felt uncomfortable during the phone conversation. It is never our intent to escalate a conversation only to resolve the matter fairly. I will review the call internally to ensure professionalism is upheld at all times.
  
  At this point, we remain committed to resolving this matter professionally. We are offering the following:
  A full re-cleaning of the home
  A partial refund, contingent upon you calling us directly to discuss and agree upon a resolution.
  We hope you will contact us to resolve this matter amicably. If we do not hear from you, we will consider the matter closed.
  
  

  Customer Answer

  Date: 06/12/2025

  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. 

  I have a message stating that a new team would NOT be sent due to "scheduling conflicts" I will attach a screenshot.

   

  lack of professionalism stating that I seemed like I didn't want to work this out and was just seeking a refund- for a job that was not done, is inappropriate. 

   

  if the business thinks that ANY cleaning was done- I cannot trust their judgement or assessment of when something is clean or not.

  Their standards of work, or lack thereof, do not reflect anything close to what I would stand by if I were in this business. 

   

  I was way over promised and nothing was delivered except inconvenience, stress, and disappointment. I cannot go back in time and un-move all my furniture so the space can be empty and easy to clean. That is an inconvenience I continue to incur. 

  
  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,

  Mackenzie