Complaints

This profile includes complaints for Cardinal Maids's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Maids

  Cleveland, OH 44135-1801

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  Cardinal Maids

  4535 Camellia Ln North Olmsted, OH 44070-2457

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:01/03/2023

  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.

  On 11/7/22, this company provided me a price for cleaning services. They said they were booked solid until January and for me to reach out to them in January to schedule a date for them to come out. Today, 1/3/23, I reached out to them to schedule. Somehow now they had immediate availability starting tomorrow 1/4/23 at 8:30AM, 1/6/23 at 9AM and 1/9/23 at 1PM. They also said that my price increased.
  
  The price only increased once they told me to wait until the new year, even though I had been in communication with them pretty regularly since the initial price was already established. We stopped talking to other businesses to get cleaning services because of the price they told us they would charge us, which has no changed only at the time of scheduling a date for them to come out.
  
  I gave them a chance to fix their mistake, but they did not.
  
  This is a clear bait and switch.

  Business Response

  Date: 01/20/2023

  To Whom it May Concern,

   

  My name is Richard Rodman and I'm the owner of Cardinal Maids. We're a local cleaning company who's business thrives on reviews and word of mouth. We were shocked to see Mr. *****'s review. I'm going to break his complaint line by line to ensure the BBB understands our side of the story.
  
  "On 11/7/22, this company provided me a price for cleaning services. They said they were booked solid until January and for me to reach out to them in January to schedule a date for them to come out." - Cardinal response - Because of labor shortages and COVID-19, we have been short staffed for over a year. We regularly have to shut down our entire booking calendar on our site just to keep up with the demand and shortage of cleaners. When the customer called in November, it was peak season for us and we simply could not take on any more clients. Jan and Feb are our slow months so we recommend he reach out then to schedule a clean. 
  
  
  
  "Today, 1/3/23, I reached out to them to schedule. Somehow now they had immediate availability starting tomorrow 1/4/23 at 8:30AM, 1/6/23 at 9AM and 1/9/23 at 1PM. They also said that my price increased. The price only increased once they told me to wait until the new year, even though I had been in communication with them pretty regularly since the initial price was already established." Cardinal Response - In December, we ended up losing a number of cleaners and having the rising cost of goods affect our bottom line. When we analyzed our books in the last week of December, we came to the conclusion that we need to charge more to stay in business. We raised our prices for this customer type by $7... This raise came in the last week of the year and doesn't even cover the cost of goods sold. I do not want anyone to think we "raised prices" for any other reason than we want to stay in business. When we raised prices, we immediately communicated it to all of our customers. 
  
  "We stopped talking to other businesses to get cleaning services because of the price they told us they would charge us, which has no changed only at the time of scheduling a date for them to come out. I gave them a chance to fix their mistake, but they did not. This is a clear bait and switch." - Cardinal Response - The customer immediately suspended his account and did NOT give us a chance to resolve this issue. Over a $7 raise, I as the owner, would not have batted an eye to avoid this trouble. We run a reputable business with thousands of customers and hundreds of 5 star reviews. To even suggest this was a "bait and switch" is insulting. We simply raised our prices to stay in business and communicated that with our customers immediately after making the decision. 

  Cardinal Maids ask of the BBB is to drop this complaint and recognize it for what it is - an unhappy customer. While I am sad this customer had a bad experience, this by no way demonstrates that Cardinal Maids conducts themselves in a manner other than professional and upstanding. 

   

  Customer Answer

  Date: 01/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The business reply downplays the price increase that surprisingly occurred out of nowhere only after we scheduled another cleaning. The business says that things happened AFTER they had already confirmed to me the price and retroactively and without explanation applied these excuses to the reason for the bait and switch. The business implies the price increase is simply $7 when in fact this is a recurring fee each time they would have come to clean (weekly, bi-weekly, etc.). It is very misleading to say that the price increased only $7.
  

  Further, we had been customers of theirs for a number of months prior to this. We took no action to “suspend our account” - I’m not even sure what that means but I never once closed any line of communication with the business  That’s a main reason I felt

  Hello,

  The business has downplayed the price increase  It was $7 on a recurring basis (weekly, bi-weekly, etc. The true price increase was obviously significantly higher. 

  Also, we had been prior customers for months in the past. We never “suspended our account” and are not even sure what that means or what it is referring to. Never once did we close any lines of communication. The business simply would not help us and explain the bait and switch which left us feeling hopeless enough to feel the need to reach out to the BBB, they simply would not help or explain anything and very unprofessionally and abruptly ended our conversation when I questioned the surprise price increase.

  Also, COVID has been something everyone has adjusted to for a while now so it’s disappointing to see the business try to use this as a catch-all excuse.

  And unfortunately yet again, the business made no attempt to make this right. 

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