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:03/18/2023

  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 paid $394.37 for a deep cleaning by Cleanzen in my tenant's home at *************************** Philadelphia PA ****** on 2/28/23. I just spoke to my tenant (****** *******-*******) and none of the bedrooms were cleaned (which is plainly visible because I am in a bedroom that has not been used or entered since before 2/28 and it has clearly not been cleaned), the house was left smelling like urine, and the cleaner did not have their own mop or broom. I spoke to a Cleanzen representative and was told there was nothing they could do because it wasn't reported within 24 hours, but I believe this case is so egregious that there should be some resolution or at least an effort at a resolution.

  Customer Answer

  Date: 06/07/2023

  Thank you for following up and for your attention to this matter! I have the following contact information for the company:

  Cleanzen

  ###-###-####

  *** ****** ** ****, Philadelphia, PA *****

  [email protected]

  I have gotten responses to emails sent to [email protected]. Please let me know if I can provide any additional information!

  Business Response

  Date: 06/15/2023

  Hi ******,
  
  Thank you for sharing your feedback! We appreciate hearing from all of our customers, although we are very sorry if our service did not meet our usual standards.
  
  Upon reviewing our records, we found that we did reach out to your tenant for feedback the day after the service, and he confirmed that everything went well. That's why we were surprised to receive an email and a call from you almost 3 weeks after the service, informing us of the tenant's complaint.
  
  During your call with one of our staff members, our policy was explained, stating that if something is not up to standard, we need to be notified within 24 hours to schedule a re-clean within a 3-day window from the date of service. Refunds are not offered prior to a re-clean being accepted. This information was also mentioned in the email we sent upon confirming your appointment. After the call, we even replied to your email requesting pictures as proof of the claim, but we did not receive any response from you.
  
  We also reached out to your tenant after our conversation with you. In his reply, he mentioned services that were not part of the actual booking, such as cleaning of the baseboards and polishing of the floors. Our cleaning services are tailored to the specific scope agreed upon during the booking process. Any additional services may require separate arrangements and additional charges. We replied to his message with an explanation, but we did not receive a response from him after that.
  
  Once again, we appreciate your feedback. However, since the issues were not reported within the specified timeframe, it becomes challenging for us to validate and address the specific concerns raised. Our policy is designed to ensure fairness and transparency for both our customers and our cleaning teams.
  
  Please understand that our 24-hour reporting policy allows us to deliver the best possible customer service by promptly addressing any issues and scheduling a re-clean, if necessary.
  This policy helps us maintain the highest standards of quality and ensures that we can resolve any concerns in a timely manner.
  
  We value your business and appreciate your understanding of our policy. If you have any further questions or need any assistance, please do not hesitate to contact us. We are always here to help.
  
  All the best.