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:07/11/2024

  Type:Service or Repair 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.

  This business cleaned my house June 25, 2024. The price went up from the initial quote while cleaners were still there and I approved it, thinking it was for a different part of the service I had specifically requested. When I got home from work, the service I thought I'd paid extra for was not done and they had missed A LOT of areas that were part of their basic cleaning package. I addressed this right away and provided pictures. Also asked for explanation of increase. Finally got the reason after I asked more than once. Their response to all the missed areas was a correction clean I could not be home for. I asked for a partial refund. This request was not even addressed; she simply offered yet another day for a correction. I reiterated I couldn't accommodate another visit due to mine and my husband's work schedules. I never got a response or any other communication. So I have paid in full but did not get my full service simply because I couldn't meet THEIR schedule to fix THEIR mistakes. I'm not even asking for a full refund because they DID clean my house and some of it was good to go; just not all of it. But I sure paid for all of it!

  Business Response

  Date: 07/11/2024

  Hello *****, Thank you so much for your feedback on  your experience.
  We want to begin by saying we always strive for 100% satisfaction! This is why we offer a 24Hr service return for any missed items. 
  We want to address each of your concerns:
  We greatly apologize for being unable to control the traffic conditions  on your date of service & we did what we would have asked in return, a courtesy notification via text or phone call of any late arrivals. We in this case sent you a text to notify you immediately of unforeseen traffic restrictions. We are working on gathering our teams video footage of proof of traffic interference so we may send to you as well as the following photos and descriptions.
  Our office team communicated via text shortly after our technicians arrival that we would require more time & budget for what your home would require. We always want to inform clients when a budget will be exceeded because we value a family budget. In the photo below you can see you did not ask us why , you simply stated you knew your home was dirty but lol. It was not until the email you sent the next day to inquire why. Our owner responded IMMEDIATELY to address your concerns & schedule a return visit for missed items to honor our service quality. On June 28 at 7:53 am our office text and offered a 3 pm arrival for that same day. You reached out to our office on June 28 at 2:04 pm in which we offered you a 3 pm arrival for that day for a return visit & also offered 3 other dates of return through 7/9/24. We certainly understand a busy schedule & had planned on connecting with you to offer a 5th return date opening. 
  As for parking, our team arrives and when a team of 3 is required we try to accommodate any clients needs for exiting from your garage as we do not know our clients routines of entering & exiting garage areas. Safety is our priority for our team & clients as well. We do apologize for this.
  Our team spent 11 man hours on your homes needs & we can see the need for a return to correct the items missed as stated by our owner in writing within minutes of your concerns. We were saddened when we offered 5 dates & were not given the opportunity to correct our missed items. Our team was scheduled for 1 hour for 1 technician to return to correct our missed items.
  As can be seen by photos attached, your home required a bit more love & elbow grease in many areas. The master bathroom alone our team spent 2 man hours. We were happy to be of service & want to make our clients happy, that is our goal. If you would like to discuss this further please call our office at **************. We always want to fulfill our goal of quality & service.
  

  we are happy to provide our photos of your homes before as well for viewing of the hard work our technicians did at your home for reference if needed.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21973579
  
  I am rejecting this response because:

  This does not resolve anything. Ive still paid in full for service I didnt get in full. If it would take an hour to do the correction clean (that for the 50th time, I cannot take off work for), I want to be refunded for an hours worth of what the work costs. Thats all Im asking for. You did not complete the job you were paid for and you have pictures proving it. Just make it right.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2024

  We have kindly offered you to call our office for further discussion as we are happy to provide a refund for the full 1 hr of service at $60. We simply needed to obtain a credit approval. Our partners consider this your approval.

  This amount will be credited to your account and we will consider this matter closed.

  We Truly appreciate you!

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************