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:01/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Attempted to resolve with merchant but was unsuccessful in gathering documentation for explanation of charges and refund requested for additional service charge.

  Customer Answer

  Date: 01/29/2024

  This has been resolved with the company. Please remove or mark this complaint satisfied. 

• Initial Complaint

  Date:04/24/2023

  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.

  I hired this company to clean my house every 2 weeks. I used their services for about 6 months, in that 6 mos at least half of the cleanings had to be redone as the job was not complete, floors were left with large swirls of dirt, edges were not cleaned, etc. They have a checklist and check off each item each time but rarely did they actually do everything they said they did. ***** is very poor at communicating and doesn't make notes when she should which resulted in these consistent problems. The final straw was when the cleaning team incorrectly secured my house resulting in us being locked out of our house. I spoke to ***** before our first clean about the fact that they were only supposed to use the keypad to lock the house and not the knob locks. I called ***** to let her know what had happened and she told me to call a locksmith and they would cover the charge. She did not give me a specific locksmith to use or an amount they would cover. So I called one I found on google, they came out and I got back into my house, and I sent ***** the invoice. They then decided they would only pay a portion of it and would not pay the emergency fee associated with the call because they said it was higher than most places. They tried to tell me I got scammed from the locksmith because they didn't want to pay the whole invoice. I spoke with the manager ******** and went through all these details. I even suggested she could report this to her business insurance. She told me she would look into it and get back to me in a few days. After nearly 2 weeks, I hadn't heard from her and contacted her again. All I got was "I'm sorry this happened to you but we're not paying it". As it turns out, even after 6mos of giving these guys so many chances, the only place that scammed me was this company. I want a refund of the full amount of the locksmith invoice ($350).

  

  Business Response

  Date: 05/10/2023

  We are very sorry this happened to the client and that she
  had communication issues with one of our Managers.  We have discussed the
  communication issues with our manager to remedy that in the future.
  
  The client did contact about the locks being messed up and
  we promptly informed her to please call a locksmith and we would pay locksmith
  fees to correct our error. The client did not ask us for a referral, had she
  done so would have suggested 2 reputable locksmiths we have worked with in the
  past.
  
  The company the client selected charged $350 for what
  amounted to ~3 minutes of service; which we were shocked to hear. The client
  requested we pay that bill. We reached out to the 2 reputable locksmiths we
  have worked with to determine whether or not that was a reasonable fee. 
  They both said the emergency call should have been ~$100, including a system
  like hers. They also mentioned that the company she hired was known to scam
  clients and should be avoided. We relayed this information to the client and
  suggested she might want to refuse payment on her credit card and to report
  them to BBB. We also offered to cover $100 for what the service should have
  cost her and we credited that to her on 28 Mar 2023.
  
  The client later informed us she followed up with the BBB
  and that the BBB had confirmed the company she used had a reputation for scamming
  their clients.
  
  The client did ask us to check with our insurance to see if
  they would cover it.  We checked with our insurance provider and were
  informed that insurance would only cover the reasonable cost for the
  service.  As that reasonable cost was below our deductible, there was no
  insurance coverage.
  
  Again, we are very sorry this client was a victim of another
  service provider.  We accept responsibility for our errors and the errors
  of our staff; however, as is consistent with common business practices, we
  limit our liability to the reasonable costs to remedy and cannot be responsible
  for the treatment received from other service providers.

  Customer Answer

  Date: 05/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  It appeared pretty black and white to me when I was told to call the locksmith that I would be reimbursed. If I was supposed to use a certain company or only pay a certain amount that should have been stated when I talked to Sarah. I did not state that the locksmith we used was a scam. They are not listed on BBB at all. We did try to contest the credit card charge as Michelle suggested, however the credit card company says it is a valid charge from a valid company. Just because they charge more for emergency services doesn't mean they are a scam. It was after 5pm when they came, why wouldn't they charge an emergency fee? I'm sorry the bill wasn't what you expected it to be, but I wasn't given any guidance or expectations for that. And you've got maids caused the problem in the first place, this wasn't my fault at all! You've got maids said they would pay the locksmith bill, so they should pay it. I am owed $250 still. If anything you should at least make up for the awful communication, service, and the headache this has caused. This is an example of just horrible business practices. 

  
  Sincerely,
  
  
  
  ******** ***********

• Initial Complaint

  Date:12/08/2022

  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.

  We hired this company for house cleaning purposes. They used a product that ruined our wood kitchen cabinets. Michelle, the owner assured me she would "make it right" but has failed to do so. Several restoration companies have looked at the cabinetry and all four or five of them said the only solution is to replace the cabinets. Unfortunately, restoration isn't a possibility.

  

  Business Response

  Date: 12/09/2022

  I'm not sure why the client decided to do this complaint. We are working
  through this with the client and her attorney through our insurance company.