Complaints

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• Initial Complaint

  Date:08/04/2022

  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.

  The date of transaction: July 22, 2022
  Amount paid to business: $600.0
  Service that was supposed to be provided: House cleaning service
  Has the company tried to resolve: No
  
  The agency did not fullfill their requirements of cleaning the house as agreed upon. The company initially gave an estimate of $350.0 and charged $600.0. They left the house dirty and it would brought to their attention via messaging and pictures. Company claimed they would "make it right" and go back out to the home to clean. Company no-showed and has not given a response to myself. They overcharged for services they did not do and broke NC consumer law by stealing from consumer and not providing services.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 14, 2022/08/26) */
  Mrs. ****** ***** contacted the business via Facebook on July 5, 2022 for a moveout cleaning service. She was referred by Guardian Property Management Company out of Fayetteville, NC, because we are their top cleaning vendor of 3 years. No issues with them the whole time we have been in business and working with them. Mrs. ***** was currently in Texas when communicating via Facebook and her husband Mr. ****** was working in the home getting it ready for the tenant. He was going to be painting, making repairs, etc, once cleaning was completed. We scheduled the cleaning for July 21, 2022. Upon arriving at the home that morning, we were greeted by Mr. ****** since Mrs. ***** was still in Texas. Once greeted I completed a walkthrough with Mr. ****** and noted to him that the price would increase due to the severity of the animal hair throughout the home and the neglect throughout. He noted to me that he told Mrs. ***** that the price was going to be more than quoted. I also noted to Mrs. ***** prior to the cleaning like I do all customers who contact the company by Guardian Property Management that the price starts at a particular price and subject to increase in case home is neglected of deep cleaning. She and him knew this before services were rendered. The home was a 5 bedroom and a 3 bathroom home which consisted of 3,408 square footage.
  
  Once services were completed I asked Mr. ****** to please complete a through walkthrough of the home before payment and before we even left to go to the next job. He surveyed the home from top to bottom. My workers are witnesses to this occurring. He said he was very pleased and everything looked great. We departed the home. Note: Mr. ****** agreed to pay more than quoted because he noted that the home was neglected.
  
  Two days later I receive a message on Facebook from Mrs. ***** of a screenshot of a text message thread between her and her husband stating that areas in the home were missed during the moveout cleaning. I noted to Mrs. ***** that we were sorry and would work on making the issue right. I told her that I would try my best to come the next day and touch up whatever needed to be done. She told me to text her husband to let him know that I was coming because she was in Texas.
  
  I did indeed text the husband and he told me that it was not a good day because he was painting the home and the tenant was coming by. I noted to Mrs. ***** what he said and she told me to try and come that Friday or the beginning of the next week. I told her I would try again and come that next Monday. Upon waking up that Monday, I had a splitting headache and a worker call out that was going to go with me to handle the touch up. I noted to Mrs. ****** that I would not be able to make it but was trying to find someone to come. I unfortunately did not find anyone. By me not finding anyone I reached out to Guardian Property Management about my options and per the Maintenance Supervisor, I did not need to worry about going back to the property. The home was over an hour away from our operating office.
  
  On August 3, 2022, Mrs. ****** left a neglect review on our Business facebook page with pictures. If that is what showed up on pictures then her husband and I would of picked up that during the ending walkthrough. Mrs. ****** also told two other individuals who are located in Texas to leave negative reviews as well on our facebook page to bring our ratings down. We have never completed cleaning services for these individuals. Same happen on our google business page as well.
  
  We have never ran into anyone that would do such to harm our business the whole time we have been in business. You can look at our reviews and see that. I believe Mrs. ****** did not want to make this right but to do more harm than anything knowing her husband agreed to pay what he paid and was satisfied before we left. We tried to go out to fix it but was told no the first time. We cannot guarantee there will be a second time because we have other customers to attend to. The job was done and husband gave us the OK once we completed it. The home was huge and needing a through deep cleaning. If the home was not thoroughly cleaned then why are the tenants in there now??? I remembered the tenants were going to be moving in super early.
  
  We hope that this matter can get resolved. If you have any other questions please reach out to us.
  
  Brandi S****