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:08/10/2024

  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.

  Brite White Cleaning Service
  DO NOT USE THESE GUYS!
  
  They showed up late, rushed their job, and left tons of areas uncleaned for a “standard cleaning”
  I am now missing items from my home, and they refused a refund service.
  
  I had a work call that I was actively participating in, and they interrupted me multiple times and made me get on the phone with someone else while I was on the phone for work, to force me to answer if I was satisfied, and I was unable to complete a thorough walkthrough due to being on my computer. I wasn’t even able to walk around until after they left when I was off work.
  
  They also asked to use my own cleaning supplies, because they didn’t want to go back into their car to get their own. This was a little frustrating considering they showed up at 2:53 when the window they sent me on messages was between 2-2:30pm.
  
  Once they were done and rushed out, they left cleaning supplies and dirty paper towels all over my bedroom dresser. That I had to pick up after.
  It was pretty frustrating now that I am missing an item from a family member who passed away and I cannot get that back.
  
  Please find another service, and don’t waste your time.
  
  They never provided an outline of what their cleaning service entailed.
  
  They gave a time and
  Showed up late and did not apologize.
  
  They were not considerate
  
  I am now missing items from my home.
  
  They left a mess behind and used my own personal cleaning supplies.

  

  Business Response

  Date: 08/13/2024

  Dear ********,
  
  Thank you for your detailed feedback. I want to address each of your concerns as thoroughly as possible:
  
  1. **Late Arrival and Rushed Service**: We strive to adhere to scheduled times and provide thorough service. The appointment was initially set for 11 a.m., but you requested a change to 2 p.m. Our team informed you that they would arrive between 2 and 2:30 p.m. Due to adjustments in their schedule, they arrived 15 minutes later. I understand this may have been inconvenient, and I apologize for any disruption caused. We appreciate that the team notified you of their arrival time at 2:29 p.m.
  
  2. **Missing Items**: I am very sorry to hear about the missing item of personal value. We take such concerns seriously. During our communication through the third-party app, you asked if the cleaners had seen a specific item. After checking with them, I confirmed that they had not seen or taken anything from your home.
  
  3. **Service Quality and Clean-Up**: Leaving cleaning supplies and paper towels behind is not acceptable, and we will address this with our team. Our standard practice involves using our own cleaning supplies, and it appears there was a misunderstanding regarding the need for additional supplies. We advise clients to declutter areas to facilitate a thorough cleaning, as outlined in our terms and services. I understand this may have impacted the quality of the service provided.
  
  4. **Interruptions During Your Work Call**: We respect our clients’ privacy and schedules. Our quality control process is designed to ensure client satisfaction before our team leaves. You indicated that everything was satisfactory during the call, and it was only afterward that you expressed dissatisfaction. We did offer to have the cleaners return to address any remaining concerns.
  
  5. **Refund Request**: After reviewing the situation, we have decided not to issue a refund. The service provided included a deep clean at a standard cleaning price. Our team worked for 2.5 hours, and we offered to address any remaining issues by having the cleaners return. Our terms and services do not include certain tasks like wiping down or scrubbing the front door, which may have contributed to the discrepancy in expectations.
  
  We appreciate your feedback as it helps us improve our services. If you have any further questions or concerns, please feel free to contact us directly.
  
  Best regards,
  
  Keya R****
  Brite White Cleaning Service