Complaints

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• Initial Complaint

  Date:07/30/2024

  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.

  Date: 7/30/2024 I purchased a cleaning service for $270 and was told if I was not satisfied I can ask them to come back and fix at no cost. None of the ladies who came speaks English. I was explained the initial phone call of the services provided and I decided to do a regular cleaning instead of deep cleaning because I didn't need most of the services offered in the deep cleaning. They said for regular cleaning the they will dust off surface of furniture, but they didn't do a good job. I have a cat tree in the master bedroom, they only dusted off the bottom of the tree and left the top undusted. I was not satisfied with some dirty spots that are pretty obviously seen on the wall, so I asked them to come back, but they said they will charge me $135 for them to come back and fix the wall, even though they said in their service agreement that the fix should be free. However, upon arrival, they changed the price from $135 to $180 on the spot because they say it will take at least one hour to clean the wall. At the end of the day, I paid $450 IN TOTAL for this clean. It was not even a deep clean. They didn't even clean the fridge or oven, which was fine because I didn't ask for a deep clean. The deep clean would cost a lot cheaper than $450. They deep clean is $450-$550 with a 30% discount, so the max for their deep clean is $385. I paid $450 and got not even close to what deep cleaning provides. They could at least offer me a discount, but they didn't. I talked with customer service but the person was extremely rude and verbally abused me.

  Business Response

  Date: 09/20/2024

  Hi Bu,
  
  Thank you so much for taking the time to share your feedback. We genuinely appreciate your support and the opportunity to serve you. However, we are saddened to see that you resorted to BLACKMAIL and FRAUD. We have reported this to ******, including all supporting documents, conversations, and text messages you sent us. Additionally, we have blocked you due to your bullying behavior. You posted a negative review and then asked if committing to monthly services would get you a 30% discount.
  
  According to your online history, this seems to be a pattern of behavior where you give negative reviews and primarily complain about the cost of various services after they have been completed. It's unfortunate and a shame.
  
  To address the points you raised:
  
  "It's definitely a lot more expensive compared to other cleaning services that I used in the area. .."
  Our pricing is customized based on the information you provided. We recommended the service you wanted and gave you a price range, which you accepted. The range of $250-$270 was accurate based on the amount of cleaning needed, and you were initially happy with the service.
  "I decided to do a regular cleaning instead of deep cleanin..."
  During our initial conversation, we explained the differences between regular and deep cleaning. You opted for regular cleaning, which includes dusting surfaces without moving items, which might have led to certain areas not being thoroughly cleaned.
  
  "I have a cat tree in the master bedroom.."
  Regular cleaning does not include moving items, which is why the top of the cat tree was not dusted. Our team adheres strictly to the scope of work defined for regular cleaning.
  
  "I ended up paying $270 for the first-time clean, and then I was not satisfied with some dirty spots that are pretty obviously seen on the wal,....."
  
  Wall cleaning is not part of our regular or deep cleaning services. We scheduled an additional cleaning for the walls and quoted you $135 based on the photos you provided.
  "Upon arrival, they changed the price from $135 to $180 on the spot because they say it will take at least one hour to clean the wall."
  The initial quote was for cleaning the walls in the master bedroom. Upon arrival, you requested additional cleaning for the door, kitchen cabinets, and kitchen walls, which increased the cost to $180.
  When we gave you the price range you were happy to pay and you were so happy with the service. Your only problem was that we didn't wipe down your walls and we informed you that we do not wipe walls, and you asked if we could send someone to wipe your walls down and you were glad to pay. When the team got there, you started adding other jobs for them to do and thought they would not inform us. They took pictures and sent them to us in the office.
  "At the end of the day, I paid $450 IN TOTAL for this clean.."
  The total amount reflected the time spent cleaning your place and included the regular cleaning service and additional requests for wall and cabinet cleaning. Regular cleaning does not cover tasks such as cleaning the fridge or oven, which was explained during our initial conversation.
  "They could at least offer me a discount, but they didn't."
  Our pricing is transparent and reflects the services provided. The quote and subsequent charges were based on the specific cleaning tasks requested and performed.
  To begin with, you should have taken advantage of the 30% off discount for a deep cleaning service in the first place, which your place actually needed. Instead of asking if there was something we could do to give you a discount, you threatened us via text by telling us that if we do not give you that discount, you would post negative reviews.
  Still, we are pleased to hear that you had a positive interaction with our team and that they were able to assist you without any issues. We hope you find a cleaning service that better suits your needs. Thank you for tipping the team and for the positive interaction you had with them.
  
  

  Customer Answer

  Date: 09/23/2024

  Complaint: 22067509
  
  I have reviewed the business' response and am rejecting it because:
  
  I need a proper apology from the business for their bullying behavior and lying about what happened. They charged more than what was previously agreed on without my consent. They offered to give me discount if I delete my review on ******. I didnt take it down and then they started to lie about what actually happened and conducted abuse behavior and used abusive language to me, which is it acceptable. 
  
  Sincerely,
  
  Yilin Bu

  Customer Answer

  Date: 09/23/2024

  1. The owner threatened me in the very beginning about taking legal action and call the police if I post a negative review;
  2. After I said I was definitely willing to take this matter into legal action, because they already charged me $450 on my credit card,  they said they didn't want to go legal;
  3. I did asked for a discount politely but they refused and said it was too late. After I posted the review, the owner said she would give me a one time discount if I could take down the review;
  4. The owner questioned my integrity and verbally abused me after I agreed to take my comment down;
  5. The owner asked for $135 at first then raised it to $180 and I never agreed to that amount and then she just charged my card without my consent.