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:11/15/2024

  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 received a gift certificate good for one cleaning of three hours, worth $120.00 in late 2023. I reached out within a year to redeem the certificate. At first she agreed and we scheduled a time for her to come to my house. On the day she was scheduled to arrive, she reached out to inform me that she does not live in ********, MT and moved to ******, MT and would not be able to offer her cleaning services. Several weeks later, I asked if I could transfer the gift certificate to someone who lived in ******, but she declined this claiming her schedule was too full and doesnt have the availability to take on extra cleaning. I then requested a refund for the cost of the certificate. She declined this then said the gift certificate was expired. I asked for an explanation since there was no date of expiration of the certificate. She has not responded.

  Business Response

  Date: 12/01/2024

  In response to the complaint made by ***** ******* regarding the issue of the refund. I learned a valuable ****** through this experience to make sure to include expiration dates of six months from the purchase date. ***** did not contact me until after a year of the purchase date of this gift certificate. Upon scheduling I asked for her physical address which she did not provide me until I reminded her the day before the cleaning. If I would have had the address sooner, then I could have informed her from the beginning that I no longer live in ********. At the time I apologized for not catching that sooner and she said that's quite alright because she's had it for a long time. It was a month later when I received many text messages asking to transfer the gift certificate or refund it. I informed her that I do not give refunds for gift certificates. I might have been willing to refund the amount to her had she called me in a respectful manner. Given that ***** was sending me many texts that were trying to shame me in my business ethics, I thought it best not to engage in her pushy attitude as to not escalate the situation. I do not know of any businesses that refund gift certificates especially to people who are disrespectful in asking. 

  Customer Answer

  Date: 12/19/2024

  I would like to respond to the email the business sent regarding case ID number ********.

  
  

  I feel like I was very respectful in my communication to the business and have attached the text exchange as well as the date of the phone call. I did politely ask the business if I could transfer the gift card to someone in ******, ** (where they are currently located) and when they declined, I again, asked politely if I could receive a refund.

  
  

  Regarding not sending my address earlier, the business clearly asked for it to be sent the day before their scheduled arrival. The service was first scheduled for Friday, September 27 and then said "You can send me your address the Thursday before and let me know how to get in...". It had later been rescheduled due to a personal reason on their end, which I understood, but I never had sent my address per their instructions but did do the day before they were scheduled to arrive.

  
  

  When they called me the day of to let me know that they won't be able to make it because they live in ******, **, I was amicable and understood because things happen. However, they called me at 12:19 the day of the service and they were scheduled to arrive at my house between 12:30 - 1:00. It did take me some time to process the situation and I waivered about submitted a BBB claim because it is not something that I feel comfortable doing but I feel as though there can be a compromise to this situation.

  
  

  Additionally, I didn't feel like I was attacking their businesses practices or ethics and I apologize if that how I made them feel. I am simply trying to find a way to recapture some of the money or service that was in the certificate. If the business is not willing to work on a compromise, then I am fine with withdrawing my claim because I also don't want this to escalate.

  
  

  Thank you,

  ***** *******