Complaints

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• Initial Complaint

  Date:02/01/2024

  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.

  The date of the transaction was January 18th. We had entered into an agreement with Kristi Klean LLC to clean our new construction home. They showed up with 4 workers around 0900. When we entered into an agreement with Kristi Klean LLC we stated that the house was extremely dusty however we stated there were no issues with paint splatter or clean up from other trades. At the end of the day when they were ready to leave at 6pm Kristi had stated that they would need to come back. It was a lot more dusty then they anticipated. We inspected the house by walking around and on the surface it appeared it had been cleaned thoroughly. One week later when we were unboxing items to put away in the kitchen I opened the cabinets and noticed the was clusters of saw dust and dust and realized that none of the inside of the cabinets were cleaned at all. We proceeded to check the laundry room and bathroom vanities and found the same situation. We contacted the owner of Kristi Kleaning to discuss the issue at hand and was met with an argumentative response and did not come to any conclusion. We decided to post a review on her website per Kristi Kleaning that sent us a link.Our review was meant to give an opportunity to respond appropriately, instead the review was met with resistance and claims that what we found was residual sawdust but indeed it was not. We proceeded to document the findings with video and photos and sent them to her. We decided to follow up with a another review to again explain what happened and today when I went to look at her website she took down the posts and has actually solicited possibly past customers to get her rating back up to 5 stars after we dropped it to 4.7 stars after our review. We are seeking a refund of the overage we paid her company after she shared with us that she grossly underbid the job. That bid process was all done online and not in person. We feel that this company does not have the capability to do post construction cleaning.

  Business Response

  Date: 02/04/2024

  Dear ******,
  
  
  Thank you for bringing your concerns to our attention regarding the recent cleaning services performed at your home. We acknowledge the discrepancies noted and apologize for any inconvenience experienced.
  
  
  We have made numerous attempts to address the issues you raised, but unfortunately, your lack of cooperation has hindered our ability to provide the necessary services. Instead, you have continuously emphasized your preference for a monetary reimbursement.
  
  
  
  Upon reflection, we recall our conversation exactly 47 minutes into the initial cleaning session where we mutually acknowledged the extensive nature of the task at hand. Despite our best efforts and the dedicated work of our team, it appears that the level of residue exceeded initial estimations, resulting in residual sawdust.
  
  
  We successfully had five Kleaners at your home for 6 hours working really hard and we were able to transform your home greatly from what it was.
  
  
  
  Through out our conversations you noted that you continued to do construction work after we left. As a courtesy, over a week later we offered to come back on Monday and touch up the areas of concern. The email was sent to you two days after the Klean as a follow-up. I apologize you are unsatisfied and would not allow us to rectify the situation.
  
  
      Regarding your comment about ******* small businesses are not allowed to delete any reviews. The platform may have removed it due to its defamatory content.
  
  
   We also never sent you a link to post a review I have never in all my years of business asked anyone to make a review they were all done by satisfaction of the customer.  
  
  
   Your home was not ready for us to klean as you still had cardboard everywhere, and equipment we had to help you move. At first you said we missed a few cabinets and now it is almost all of them and more. 
  
  
     In conclusion. We informed  you that sawdust resettles. My company takes before and after pictures as well. We offered to come back after our allotted time frame and you refused. In our estimate it states that price is due to change. We however did not charge you more and came to an agreement 47 minutes into the klean to do the best we could with the task at hand. 
  
  Gratefully,
  
  
  Kristi ******
  Owner
  Kristi Klean LLC
  ************
  

  Customer Answer

  Date: 02/16/2024

  They did not do what they were hired to do.  They realized that they had a lot of work in front of them and decided to leave and not do the work we hired them to do contractually.  They should not be hired for post construction deep cleaning, they don't have the ability to do it.