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:09/11/2023

  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.

  Here's an email from the owner My Home SOS sent me after I provided feedback about the inexperienced and unprepared people she sent to help organize my garage:"Experience and Expertise: We apologize for the mix-up with the team assigned to your project. We usually assign teams based on their experience and knowledge in relevant areas. We understand that having inexperienced team members can be frustrating, especially for a project like garage reorganization.""Labeling and Reorganization Expertise: It is disheartening to hear that our team did not provide the level of guidance and expertise you were looking for in terms of reorganization and labeling. ""Efficiency and Productivity: We regret that one of our team members spent an excessive amount of time on certain tasks, which did not align with our commitment to efficiency and productivity."When I asked to send experienced people out the next day to redo the job, here's her response:"While we cannot provide additional services free of charge, we would like to extend an olive branch as a gesture of goodwill. We are willing to waive the $100 last-minute cancellation fee for the inconvenience you experienced and of course we will close out the original invoice only with the service hours that were provided."Here's the team she provided for the job:The team leader was relatively new to the company and had never done a garage reorganization The "team" showed up with a step ladder which was not sufficient to reach the shelves -- and then asked if I had a ladder The team leader expressed concern that she may not be able to move some of the boxes because they were heavy - Home SOS had pictures of the garage which showed shelves and boxes -- maybe someone who could handle heavy boxes would have been better The team had no intention of labeling the boxes until I suggested it -- and then only agreed because one of the team remembered she had a label maker in her car.One of the team members spent 30 minutes going through a light bulb box sorting lights One of the team members was on the phone for part of the time,For this shoddy work product I was charged 800 and she refused to redo the job without me paying another 800.

  Business Response

  Date: 09/11/2023

  Dear BBB, I hope this email finds you well. I have included attachments of the initial work that was produced by our team for ***************** 

  **************** failed to reach out to us immediately after the service was performed to express his concerns. He also did not voice any concerns to the team on site. He sent an email to us at 1:20AM prior to our arrival later that morning requesting for us to cancel service due to him being "disappointed in the service". He said that "at one point I realized I was paying 3 young inexperienced people 100/hour" and proceeded to voice his discontent about one of hour team members being on her phone creating printable labels. I, the business owner, offered for our Operations manager to join the team on day to (free of charge for ****************) to re-evaluate the work that had been done and see what if anything could be done differently. Per our agreement, we charge an hourly rate per team member. **************** signed said agreement before the start of the project. Our team of 3 organizers worked at ******************** home on September 7th, 2023 for 3 hours each. The hourly rate is $95/HR/Organizer. Our estimate indicated that we expected the completion of the project to take 18 total labor hours which is why it would take 3 team members for 3 hours each and 2 days to complete the work. 

  Our offer to try and find a common ground with **************** was declined as he demanded for us to perform the second part of the project free of charge to him. We explained that our services are charged on an hourly basis per team member as outlined on the invoice, client agreement and recorded phone conversation with him and we would not be able to perform any further work for free. **************** made some extremely offensive and derogatory comments towards the women of our team (via email) which is why we ultimately decided that we did not feel safe sending our all female team back to his home.

  In essence, **************** paid for 3 team members to work at his residence for 3 hours each which is a total of 9 labor hours. That is the service that we provided. He also violated his contractual obligation to provide more than a 24 hour cancelation notice. We decided not to charge the fee associated with this as we don't feel it's the right thing to do. 

  Please see the attached agreement for further reference. 

   

  Best,

   

  ******************;

   

  Customer Answer

  Date: 09/11/2023

  Complaint: 20585820
  
  I am rejecting this response because: nothing in the business owner's response was responsive to the main complaint which was the business sent three inexperienced unprepared people to do work they had no qualifications to do and the owner admits all of this in her email.  Yet she thinks I should be okay with paying the initial for a poorly executed job.  
  
  Regards,
  
  *******************