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:07/26/2023

  Type:Product 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.

  Upon first hiring Pristine Clean to clean my home, I was quoted $200 for a deep clean and $40 per visit to come bi-weekly following that clean.We scheduled for Monday, May 15th. On that day, two hours past the scheduled time she messaged me explaining she had to reschedule. This happened again the next day. I booked for the next week. She told me she would take $30 off for the trouble, a total quote of $170 for the deep clean. After cleaning she told me I owed $225, a $55 increase.I booked bi-weekly moving forward for Mondays. The day before the scheduled clean, she told me she had to reschedule again. The again on that day. And again on the next. This was now 3+ weeks past the first clean, and shed agreed to come every 2. Each time she re scheduled shed let me know an hour before, sometimes hours after the scheduled clean.After cleaning on the 10th she told me it would actually be $80, not $40, as it had been dirtier than expected.We scheduled the next clean, and once again she had to reschedule, letting me know after the time it was scheduled. She offered that she could have her lead cleaner come weekly.after the cleaner left, and after sending $90 to Pristine Clean for the service, I realized that nothing had been done. My home was still dirty. Nothing had been done. I sent her photos. she agreed the service provided was not okay. I told her I wanted a refund. She told me she could not refund me because that cleaner would not pay it back to her. a company issuing a refund should not be dependent on their employee returning pay. This is when she then told me that it had not been one of her employees but a different person entirely who she was recommending to me. She messaged me I will pay you the difference tomorrow; I will pay it myself. The next day she sent me a partial refund, not full like she agreed. I felt threatened after asking for the full refund again. A refund shed already agreed to in writing.

  Business Response

  Date: 08/16/2023

  I already refunded this client on Venmo. 

  Customer Answer

  Date: 08/23/2023

   
  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.
  
  Sincerely,
  
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