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:03/04/2024

  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.

  I scheduled a move in cleaning. I expected everything to be cleaned, appliances, walls, windows, blinds, cabinets etc. There was literally a camping chair in the house and that is it. Nothing to work around. A completely blank canvas. You would think the cleaning would be fast and easy. Nope. There were areas not cleaned at all and some were half a****. I call and share pictures and was told that I was rushing the team of 2 people when I wasn't even in the house for 95% of the cleaning. I even pushed back a later appointment an hour later as not to rush. I said if I had to leave they could finish and lock up but I stayed in the garage and cleaned out my car. After seeing the lackluster work I called and another team was sent out. Same issues. I even had specified that the team needed to wear masks and was told it is their policy. However both teams came without and when I myself provided them with masks they were worn on the chin. I have reached out to the company and they only want to send out another team, no partial refund, but I don't want that because of my previous two experiences and the owner will not return my calls. I have reached out numerous times and he refuses to call me back. I paid a lot off money for nothing. It was a complete waste of time and money and I'd would never recommend the company.

  Business Response

  Date: 03/11/2024

  We acknowledge your dissatisfaction with our services that you received on January 24, 2024. You contacted our office on January 25, 2024, expressing your concerns. Our manager mentioned that our home service professionals expressed they were feeling pressured to finish the cleaning in a fast manner. We offered to reclean your home the same day (January 25, 2024), but you were not available. You were also unavailable January 26, 2024. Due to you being unavailable, we were unable to execute our warranty. To show goodwill, we agreed to reclean your home on January 29, 2024, to address the specified areas. Our home service professionals completed the reclean on January 29, 2024.

  We received an email from you 9 days later on February 7, 2024, stating that you were still disappointed in the cleaning. However, despite our attempt to contact you on February 7, 2024, we were unable to reach you. We then received a call from you on February 13, 2024, regarding additional concerns related to the reclean. Despite two weeks having passed now, to show goodwill we offered to return with our Quality Control Manager to address the additional areas you reported. You refused to let us honor our warranty by not letting us reclean. Therefore, we have exhausted all avenues of addressing your complaints.
  

  Per our policy we do not offer refunds. However, we do stand behind our Done Right Promise which was explained at the time of booking. Our promise states that if a job’s not done right, we’ll make it right if notified by the end of the next business day following your service.

  Customer Answer

  Date: 03/11/2024

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

  I have exhausted all means to speak directly with the owner. He will not return the numerous calls I've made. You can speak with ******* to see how many phone calls ans emails have been exchanged due to this issue. I've expressed numerous times that I do not trust this company and the teams it sends out since my experiences have not been satisfactory. Which would all be discussed if he was a professional that spoke with his customers. As explained over and over again there was no rush with the initial cleaning. Me not even being in the house and pushing back my appointment as to not have to leave them alone to lock up shows that. Your company performed unsatisfactory. You need to make it right. You are just unwilling to do so. 

  
  
  
  
  
  Regards,
  
  
  
  **** ******
  
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]