Complaints

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• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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 hired Krisp and Klean Cleaning for a deep cleaning of my home before listing it for sale. The owner quoted 7 hours of work, which was supposed to include the entire home and the basement. I paid $519.40 based on that agreement.However, the cleaning was incomplete and fell short of basic professional standards:The basement was not cleaned at all, despite being included in the estimate.Many areas were left dirty, including window tracks, baseboards, floors, and bathroom fixtures.A dirty sock, hair, and debris were left behind.Cup holders, door panels, and light switches were untouched.Visible dust and grime remained throughout.When I contacted the owner, she said I shouldve let her know what wasnt done. I didbut she then backtracked and claimed some of those areas werent included in a deep clean. That was never communicated in advance, and in any industry-standard deep or move-out clean, those details are expected.I tried to resolve the issue reasonably, but was met with excuses rather than accountability.I want to be refunded for at least half the amount I paid.

  Business Response

  Date: 05/15/2025

  ******* called my company to do a deep cleaning of her home. I asked ******* if she was available to do a walk thru of the home before I left for vacation. She did not have availability before I left for vacation. The cleaning took place while I was away. I estimated a total of 7 - 8 hours of cleaning at an hourly rate. Rough estimate without being able to see the home. When my girls arrived, the house had minimum furniture but was left *** *****/dirtier than expected by my phone conversation with *******. The home had 6 set(s) of bifolding doors which had 40 - 48 ledges on them that needed to be cleaned. The edges were rough, and it was hard to get all the dust build off of them. Which turned out to be more time consuming than anticipated. Customer was upset because my ********************** crew did not clean outside front door and screen door. It's not something that is normally done unless specified. All other doors of home got cleaned. Customer stated on our phone call she only wanted the inside of the glass and ledge cleaned of windowsill. She never stated she would like windows opened and inside ledges cleaned. If she did, I would have told her it was very time consuming, and we would have needed more time to complete the home. My cleaning crew was in the home for a total of 8.5 hours. Unfortunately, we ran out of time and could not get to the basement. Customer stated she was not going to pay more than 7 hours of cleaning. I agreed that was fine. So, she ended up getting 1.5 hours ($105) already off of her total. I told her I would send girls back to complete the areas that needed a little more attention and needed at most 1 hour worth of work for one girl for no additional charge. Areas that would have included: outside fridge (mop bucket kicked water back up when mopping) Inside stove had a spot, under couch had a sock and hair (couch was too heavy for girls to fully move) and a light switch that had some black stuff (we needed goo gone and didn't have the day of cleaning to properly clean what was stuck to it). I told her outside windows and track/outside front door would all be additional charge if wanting it done. Other areas stated in this dispute were not brought to my attention. My tune changed with sending the girls back the next day because homeowner filed a dispute with venmo late that evening and they held full funds. At that point customer didn't pay anything for the **********************. ***** did refunded the money back to me in my favor on 5/8. The job was an hourly rate, not a set price. I was unaware of how the house looked or how long it would exactly take. I stated that to *******. My company has always thrived on customer service in the last 7 years of business. I tried to make it right, ******* made it difficult to do so.

  Customer Answer

  Date: 05/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23270910
  
  I am rejecting this response because:the owner is lying. She never asked me if she could come and see the house to get a quote. As you can see in the text messages above, that never happened. I also have more text messages but it would only let me upload 5 pics. When the cleaner came to clean that day, I specifically asked her about the doors and she said that was included. I also never rejected them coming back to clean. I would have happily allowed them back in. I was not difficult to deal with. I just wanted the job done right in the right amount of time. The house wasnt very dirty and there was limited furniture. After doing a thorough inspection of the house, the floors were barely cleaned and there was dust and dirt on many things that should have been cleaned.  I was most definitely taken advantage of and hopefully other customers wont be taken advantage of going forward. 
  
  
  Regards,
  
  ******* *******