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:07/09/2025

  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.

  June 27th, 2025
  I paid about $525 for cleaning
  
  I requested a deep move in cleaning to be done before moving in and it looks like nothing was done. There were cobwebs, dirty cabinets, dirty window sills, trash inside of cabinet drawers, etc.
  
  My husband confirmed that the electricity was off for a portion of the tiny, but not needed to complete the job. There is plenty of natural light to see where to mop, dust, sweep, etc. We have no carpet so electricity wasn’t needed to vacuum.
  
  I would like a refund, but can settle for at least half. The $50 offered is an insult!

  

  Business Response

  Date: 07/22/2025

  I apologize for my delayed response on this. We have reviewed the images and reviewed with the team on the issues brought to our attention in this thread. One we would like to apologize for an misunderstanding and miscommunication that went along with this booking. However when we originally spoke a few weeks after the cleaning was completed and a complaint was brought to our attention it is very hard to offer a refund for a home that was cleaned 1-2 weeks prior. We offered to come out and clean it despite the length of time from the initial complaint to the completed time of the clean. That offer was rejected so we offered a credit and a refund for the clean in question. With the circumstances of the situation I am willing to meet you half way with a 50% refund in total but a 100% refund is not possible at this time. Please let me know and I will get the refund processed on my end.
  
  ******* with JAC Cleaners

  Customer Answer

  Date: 07/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  JAC Cleaners overcharged me by not completing their contract.
  I'm from out of state and contracted this cleaning service to clean my 92 year old mothers 2BR 2BA, 1200 sf, apartment, deep cleaning, carpet cleaning, organizing clutter, with $50 pet fee. She has a 4 pound tea cup poodle that does not shed.
  The total sum agreed was $513. I felt it fair considering my mother is incapable of maintaining cleanliness. And I'm out of state and can't physically help her.
  The two young girls arrived at noon. They left around 4. No one was home to verify that but a text was sent at 4.
  They did not do any carpet cleaning and said they were not told to bring the carpet cleaner and did not have one, but said they would call to have one dropped off. Carpets were not cleaned, and I had emphasized they main reason I chose them was to get the carpets cleaned. It was clearly stated on our contract. $100 was still charged.
  They did no organizing. It was not needed to be done because when I arrived two hours prior, I rearranged the clutter into boxes and stacked in the closet. They still charged me $30 for organizing. They did not clean one bathroom. At all. Soap scum remained intact on shower walls and tub, sink, and floor was exactly the same as before they arrived. Unacceptable.
  
  I feel I should be refunded the charges that were not completed.
  One bathroom - $50
  Organizing -$30
  Carpet Cleaning -$100
  Total desired refund $180
  I called and emailed numerous times for my refund and waited patiently for months. Phone calls went to VM, texts were either not returned or told me to call them. Which I did and left yet again another VM.
  I now have a cleaning service that charges me $130 every 2 weeks and does as good a job as Jac Cleaners did that day.

  

  Business Response

  Date: 03/07/2024

  Hello To Whom It May Concern,
  
  So with this client it started off well and we were told that the girls did a fairly good job at first. We came out on the 24th and arrived right about the time we estimated we would arrive and was even there close to the estimated time. Cleaning is cleaning and not everything can always be EXACT timing wise but we thought it was a fairly smooth day. We charge by the job and requested items / services clients want within the home. 
  
  This job was a deep cleaning with some carpet cleaning and organization services needed. Organizational services are subjective but we always work with the client to see what they want us to do with that time blocked off for organizational services. In this case it was ALOT of papers. We worked with the client and did as requested withe the papers that needed to be sorted through.
  
  The house was cleaned and was in bad shape when we arrived but in the job photos you can see the home was cleaned by the time we left. 
  
  There was many times i reached out to discuss the service and times she reached out as well there was some game of phone tag. But we were last to reach out in the communication log attached. We would have happily resolved this with her even after she reached out WEEKS later from the completed appointment. We would have no issue refunding the organizational services she deemed not completed right for $120.

  Customer Answer

  Date: 03/08/2024

  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.
  
  
  Adressing the WEEKS to register a complaint,  My first attempt to contact them was June 8, cleaning took place on May 24. This is my mothers apartment, I live in Florida.  I was on a road trip and in Cleveland for the cleaning.  I saw the apartment on the morning of the cleaning and 3 days later and was satified with the work that was completed.  I was extremely unhappy with the work that was NOT completed:  Carpet cleaning and one of the two bathrooms not even touched.    I contacted JAC two days after I returned from the road trip.  

  JAC records show no before pictures.  They did take before pictures, where are they?   There was no paper clutter as stated.  I boxed up all the papers and put them in the closet.  The girls showed up at 11:33 to look at the apartment and take before pictures.    They did not enter the apartment with tools and vacuum until noon.  Records show they left at 3:08.  It was supposed to be a 4 hour cleaning.  Had they stayed another 45 minutes they could have at the very least deep cleaned the second bathroom.  They chose not to.  This work is on the contract and was not done.   Carpets were vacuumed but they were not damp from a steam cleaner.  They still smelled.  I hired JAC because they advertised they did carpet cleaning.  

  I will accept the sum of $180 for not performing the work I had contracted JAC to complete.  I think this is a fair request.  
  
  
  
  Regards,
  
  
  
  ******** ****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/09/2024

  Please contact me directly at ************ to get this refund proceed and sent back to you ASAP. I apologize again for any misunderstanding and inconvenience but I am happy to help you get this resolved today. 

  Customer Answer

  Date: 03/15/2024

  Reluctantly I am settling for less than I thought fair.  
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******** ****