Complaints

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• Initial Complaint

  Date:09/05/2023

  Type:Product 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 hired Details and Dixon's Home Services to do a one-time deep cleaning of our house to prepare it for sale. Due to logistical issues, I called and moved the cleaning up one day. The price estimated to us for this one-time cleaning of all our bedrooms and bathrooms was in the neighborhood of $250-$320 (the estimate has since been deleted)When cleaning that day, I received a call from headquarters telling me they would not be able to clean one of the bathrooms. The reason given was because they had to go to another clients cleaning. I protested that we had contracted for a full cleaning of all our bathrooms and asked why they were leaving an incomplete cleaning to clean someone elses house. The rep was quite adamant that they had to leave.He suggested they could return the following day to clean the bathroom, but we had staging and photography scheduled that entire day.In the end, my ****** and her assistant cleaned the bathroom at a higher rate than Dixons.That night I received an email informing me that a whole house cleaning was scheduled for tomorrow. Apparently no one had gone in and cancelled the earlier appointment. When I tried to cancel this duplicate appointment, an automated message informed me there would be an $80 charge. The rep ****** took a dismissive tone with me in her email reply, never admitting the mistake and lecturing me on my tone.Imagine my surprise when I received a charge to my credit card today for $427.78. This is significantly higher than the estimate and without cleaning one of the bathrooms they were contractually obligated to clean. Not surprisingly when I try to access the estimate for the lower figure, I'm greeted with the message Unable to Process Requestthis content has been deleted, doesnt exist, or can't be previewed. This company misrepresented the work they would complete, poorly managed their scheduling and notification systems and overcharged us for an incomplete job.

  

  Business Response

  Date: 09/27/2023

  1. *** called on August 1st needing a staging cleaning as his house was going on the market. He did not mention any one doing work or construction going on - we don't clean homes that have other crews working in them.
  
  2. *** originally scheduled his cleaning on August 30th, confirmation email went out on August 1st. He called in on August 23rd, rescheduled to August 30th, confirmation email went out on August 23rd. On this phone call, our rep verbally discussed the price range to which *** responded " Okay, great". We have a recording of this call.
  
  3. During his cleaning on the 31st, there were construction workers in the home (we normally would have left at this point) and that the customer mentioned that there is an additional bathroom that they want us to clean but we do not have time because of the workers and additional room. Our rep called the customer (another woman also got involved) to let him know the situation of the bathroom and that we simply cannot clean it due to time constraints as the team had another job and we did not know about this bathroom.
  
  4. The customer agreed to let us come back the next day (Friday) first thing in the morning to finish the bathroom and left it at that. After reflection, the manager assigned the team's next job to another team so the original cleaning team stayed an extra hour to clean that bathroom based on the condition. Despite the construction mess and additional time needed, we only charged him at the high end of the quote 9 man hours x $44/person hour - and ate the cost of the extra time needed.
  
  5. The customer's job was completed on August 31st. The customer was there while we completed it. No complaints were heard or recorded and to this day we have not received a complaint about the quality of the work or the price from the customer.

  Despite the different perspectives of the customer and us, we are happy to work to find a satisfactory solution for this customer.