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:09/26/2024

  Type:Billing 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.

  -9.20.2024 (date of service)
  -9.23.2024 (date issue arose- bill sent)
  The number of people agreed to both in writing (through an email) as well as through the company itself on the phone (April was representative spoken with) was not the number of people that came to complete the job. We were charged over $200 (after tax) for this additional person, without prior consent.
  Upon receiving the bill, I attempted to resolve the matter via email and then additionally a phone conversation. I asked for the owner to call me, as I was only put in contact with the individual that responded to emails, booked the team without consent and answered the phone. The owner never reached out to address my concerns to rectify the situation.

  

  Business Response

  Date: 10/15/2024

  Our response to this customer is as follows:
  
  We are sorry to hear about your most recent return experience with our cleaning company. Unfortunately, your online review of what transpired is not entirely accurate. You WERE informed in writing AND on the phone that we “TYPICALLY” work in teams of two, that we charge by the man hour, and that there is a minimum fee for our One Time Only (OTO) service. Because every OTO clean is different (i.e. size of home, number of rooms in home, condition of homes, level of cleaning requested etc…) we are not able to provide an estimated price to complete the job. To help customers manage cost AND to help us manage our staffing schedule, we ask all customers if they want to put a budget on the job. OR, at a minimum, we suggest that at the two hour mark we notify the customer and they can advise if they want us to stop or continue the work at this time. You informed us that your spouse would be home but he would not know to respond to our request at the two hour mark. Specifically, per your email prior to the service you stated “”go ahead and complete the job” and from our office records you stated “they don’t need to ask at the two hour mark, I want it done.” Further, your spouse did approach the team just before the two hour mark and asked how much longer until completion. He was told about 45 minutes. Spouse left the home but returned shortly thereafter. Job was completed in 2 hours and 52 minutes by a team of three people = 8.6 man hours for the entire job.
  
  We are glad you are happy with the clean as you stated in a follow up email on 9/23/24 that “the clean itself was great” albeit the ceiling fans were not dusted. Based on your house size, number of rooms, condition of home, two floors plus basement, and the level of detail cleaning…. it does indeed take 8.6 man hours to clean your house and meet expectations set prior to the clean. We are sorry your are disappointed to have to pay your cleaning bill based on the time and services provided. For your reference, the last time we cleaned your home we were in there for a total of 4.5 man hours. That clean included only two floors and only detail cleaning kitchens and baths. Your most recent cleaning, the OTO, you asked us to DETAIL clean EVERYTHING on EVERY floor and that INCLUDED your basement. Essentially doubling the amount of work since our last clean. It is not unreasonable to expect a job that doubled in size from your original clean to take double the time to complete and therefore double in price, as is the case in this instance.

  Customer Answer

  Date: 10/15/2024

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

  This clean remained two floors and the details remained only the kitchen and bathrooms. The time frame then increasing 4.1 man hours (at $125/ hour prior to taxes) does not calculate. My home is a split level, the basement is the second floor, the landing is the width of our front door only.

  There was nothing to detail in the basement, as the two rooms and the main play area were not able to be cleaned (access was blocked). The space they swept is very small (150 square feet). There was no detailing outside of the kitchen/ bathrooms, unless mopping is considered detailing? Our baseboards were not cleaned, and walls were not touched. Outside of the bed, there is only one dresser in each of the rooms, there is no additional furniture that would require detailing. I do understand man hours, however, I do not believe sending an additional person, without us being aware that this person would be added to the cost, is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 10/29/2024

  We are sorry to hear about your most recent return experience with our cleaning company.
  Unfortunately, your online review of what transpired is not entirely accurate. You WERE informed in
  writing AND on the phone that we “TYPICALLY” work in teams of two, that we charge by the man
  hour, and that there is a minimum fee for our One Time Only (OTO) service. Because every OTO
  
  clean is different (i.e. size of home, number of rooms in home, condition of homes, level of cleaning
  requested etc...) we are not able to provide an estimated price to complete the job. To help
  customers manage cost AND to help us manage our staffing schedule, we ask all customers if they
  want to put a budget on the job. OR, at a minimum, we suggest that at the two hour mark we notify
  the customer and they can advise if they want us to stop or continue the work at this time. You
  informed us that your spouse would be home but he would not know to respond to our request at
  the two hour mark. Specifically, per your email prior to the service you stated “”go ahead and
  complete the job” and from our office records you stated “they don’t need to ask at the two hour
  mark, I want it done.” Further, your spouse did approach the team just before the two hour mark
  and asked how much longer until completion. He was told about 45 minutes. Spouse left the home
  but returned shortly thereafter. Job was completed in 2 hours and 52 minutes by a team of three
  people = 8.6 man hours for the entire job.
  We are glad you are happy with the clean as you stated in a follow up email on 9/23/24 that “the
  clean itself was great” albeit the ceiling fans were not dusted. Based on your house size, number of
  rooms, condition of home, two floors plus basement, and the level of detail cleaning.... it does indeed
  take 8.6 man hours to clean your house and meet expectations set prior to the clean. We are sorry
  your are disappointed to have to pay your cleaning bill based on the time and services provided. For
  your reference, the last time we cleaned your home we were in there for a total of 4.5 man hours.
  That clean included only two floors and only detail cleaning kitchens and baths. Your most recent
  cleaning, the OTO, you asked us to DETAIL clean EVERYTHING on EVERY floor and that INCLUDED
  your basement. Essentially doubling the amount of work since our last clean. It is not unreasonable
  to expect a job that doubled in size from your original clean to take double the time to complete and
  therefore double in price, as is the case in this instance.

  Customer Answer

  Date: 10/29/2024

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

  The same message previously sent on 10.15.2024, was sent again. My response of “This clean remained two floors and the details remained only the kitchen and bathrooms. The time frame then increasing 4.1 man hours (at $125/ hour prior to taxes) does not calculate. My home is a split level, the basement is the second floor, the landing is the width of our front door only.
  There was nothing to detail in the basement, as the two rooms and the main play area were not able to be cleaned (access was blocked). The space they swept is very small (150 square feet). There was no detailing outside of the kitchen/ bathrooms, unless mopping is considered detailing? Our baseboards were not cleaned, and walls were not touched. Outside of the bed, there is only one dresser in each of the rooms, there is no additional furniture that would require detailing. I do understand man hours, however, I do not believe sending an additional person, without us being aware that this person would be added to the cost, is unacceptable.” was never addressed. 
  
  
  
  Sincerely,
  
  
  
  ****** *****