Complaints

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• Initial Complaint

  Date:07/19/2024

  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.

  I moved out of one of their rental properties May 31, 2024. When I moved in, I paid a $1000 security deposit and was supposed to get $800 of that back upon my moving out. The $200 difference was for a carpet cleaning fee. I hired a professional cleaning company, The ***** ***** Company, LLC, to clean the entire apartment. As myself and the apartment manager, Janelle, were doing the final walk through, she noticed that there were still some calcium deposits in both toilets and the shower that still needed cleaned. She told me that maintenance charged $35 per hour for cleaning, and after the finished cleaning, I would get the remaining deposit back.
  
  Around July 1, 2024, I contacted the office and was told that I was only going to get $625 of the $800 back. I was told by the receptionist that I was charged for a complete re-cleaning of the apartment. I should not have been charged for a re-cleaning because I paid a cleaning company to clean the entire unit. I would understand charging two hours to clean the shower and toilets, not five. I should have gotten $730 back.
  
  I have made numerous calls to the business to get a resolution and have gotten no call backs. I've also sent emails asking for a resolution and even asked if they have any photos to substantiate charging me for a complete re-clean and have gotten no response.
  
  To satisfy my complaint, I am requesting the business to refund me $105.
  
  Thank you.

  Business Response

  Date: 07/25/2024

  The deductions were not to reclean the entire apartment, it was for the following:

  Kitchen - countertops were wiped but not scrubbed good. To the eye they looked ok, but once maintenance ran their hand across it, there was still a gritty residue on them which called for recleaning. 

  stove top was not cleaned properly (pic attached). 

  both toilets and shower had to be scrubbed and soaked with muriatic acid to remove dirt/stains (pic attached). 

  living room has to be patched & repainted due to several spots where sticky hangers were used and they pulled off patches of paint on every wall when removed.  

  all of this was billed @ $35.00/hr (2 people for 2.5 hours each).  

  if the tenant would like the opportunity to come back and patch & paint, we would be more than happy to adjust the deduction