Complaints

This profile includes complaints for Change of Clean LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Change of Clean LLC

  94 Lower Welden St Saint Albans, VT 05478-2333

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  Change of Clean LLC

  29 Thorpe Avenue Ext Saint Albans, VT 05478-5158

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:04/17/2024

  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 used this service once before, paid $520 and tipped her $100. She did a mediocre job, but I am new in town and don't know many reputable cleaners. I am a new homeowner in town and wanted to find local help to clean my property before I moved in. The owner ************************* quoted me a certain amount of things in my home cleaned for a price, $500 on 4/15/24. This time, to ensure I was clear in my communication, I made time to meet her at the property and walk through the work required so make sure the scope of work was agreeable to her. We agreed verbally and I followed up via text. She verbally confirmed and confirmed over text as well. Afterwards she told me she wasn't able to complete half of the agreed upon work. She has billed me for the full amount. She also posted unauthorized videos of my home on social media without my permission. I asked her to remove them and she blocked me. I would like the videos removed and a formal complaint filed against her.

  Business Response

  Date: 04/18/2024

  This client hired me 04/05/2024 for a deep clean of her recently purchased duplex. Services were provided and invoice was paid and a hefty tip of $100 and great feedback (attached) 

  the client reaches back out to clean the other side of the duplex. I arrive at 7:55am 04/15/2024 for our 8 am appointment. We go inside and chat about the things she would like accomplished. A deep cleaning of three rooms, main focus was removing the smell, floors, walls, base boards washed, cabinets cleaned out, windows cleaned, ceiling fans. 
  
  my rate is $80 an hour for a deep clean, she is aware and I sent my pricing and mission statement to her.
  

  She makes a comment prior to leaving that this time she has to stay on a $500 budget. This restricts me to a certain amount of time in her home. Client also noted if there was time she wanted her stairs and a room upstairs done as well. I told her I would get to as much as I could in the time she had. 
  

  client texts me a list including things not to clean and to clean after an hour on the job. And after we had already verbally discussed the job.
   simply said thank you!!  You got it. To communicate I got the list and to thank her. Not to agree to a list when the job started at 8am and a new list was given an hour in. 
  

  fast forward to end of clean and I sent a list of what got done and not done as it was at her $500 limit and sent an invoice. I get a call from the client saying not only is she unhappy with todays cleaning services but the one from over a week prior because I did not accomplish as much as she thought was adequate for the professional coming to do the job. I have photos and videos of the home prior, during cleaning and after that was shared to show the level of build up in her home and how much it takes to get off. I offered two solutions 1) a free hour of my time to come and do some more work to please my customer 2) $50 off her unpaid invoice.  The customer was super combative and kept going in circles with the same phrase. After 20 minutes and asking the customer multiple times how I could rectify the situation and no answer was given Nor were the solutions I was offering at the time were taken. I had to tell her that I had to get off the phone and deal with my kids. She said she would pay the invoice and hung up on me abruptly.

  I attached a photo where I messaged her again the next day and again offered to rectify the situation but also letting her know that she needed to pay the invoice so she chose $50 off the invoice. Paid the invoice. I have also attached that as well as the dispute she has put into Square as well..

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I made myself explicitly clear from the beginning of the walk through how much I needed done and my budget. ***** agreed verbally and over text. I do not know how I could have made myself any clearer. I feel as though I was taken advantage of by being quoted a lower price, and then only completing half the work. This is a pretty classic bait and switch scam. This was also my experience in the first unit she cleaned for me, but I chalked it up to not being clear enough with my communication. I still tipped her $100 on top of $520, hoping to be more clear about my expectations next time, and to form a positive business relationship with someone who I didn't know would take advantage of me. This is why I made a list for the second cleaning. Items like tape and residue on the walls she assured me her equipment would melt right off were still there when I returned. There was mouse p*** in the cabinets I asked her to clean and cobwebs on the walls and ceiling downstairs in the living, kitchen, and dining rooms that she half completed. The upstairs room, staircase, and entryway were completely dirty and untouched. Please note that this unit has no appliances or furniture in it, leaving even more time for the other items on the list. Please find the images from after her 6 hours of "deep cleaning" of mouse p*** in the kitchen drawers and cobwebs on the walls, as well as her price list that states what is supposed to be included in deep cleans. I spent $1,070 total for 12.5 hours of work, most of which I suspect ***** was playing on her phone or using her steam cleaner on areas I requested multiple times not to clean. She did not knock down cobwebs off the walls of the 3 rooms she made it to, and didn't even dust the ceiling fans at all in the first unit. I understand that sometimes people underestimate how long things will take them. To avoid any misunderstanding, I did the walk through and made sure to get her agreement verbally and over text as evidenced in my photos. Everything I sent her on the list was what we had agreed to verbally and over text - as you can see in my message I said, "Here's the list I made this week/stuff we just talked about in case you need it", and she wrote back, "Thank you!! You got it". Seemingly if anything on that list was new or different as she is claiming she would have stated that. I would like these predatory business tactics noted on her profile, and I am requesting her to remove private images of the inside of my home in her before and after marketing materials, which she never asked my permission to do. On Change of Clean LLC business ******** page there are pictures and videos describing my investment property and personal details about me. She has not addressed that yet, and until those are removed we will not reach a resolution. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/24/2024

  The post was taken down when the client asked me on the date of the second clean when we resolved this issue and the client settled for $50 off her service. 
  As you can see between ****** response, text and verbal conversation we had, she was very unclear on what she wanted done. She had a budget and a target goal of ridding the smell from the unit. Also adding again the drawers and lower cabinets she asked me verbally to leave alone it was the upper ones you couldnt get clean. I cant submit videos but I have a huge chunk of this clean in videos
  My mission statement and pricing list what things are typically done in a deep clean vrs a standard clean and what classifies as a deep vrs standard clean. 
  each client has a list of their own and a priority list spoken about prior. As we spoke. 
  As we spoke of hers and then the client added to it via text. As she  said things I came up with this week/just spoke about.
   
  It is being claiming I agreed to her text list, verbal list and my list within her time frame and budget of 5 hours and I as a professional wouldnt ever agree to this and why I do not have binding contracts. I make it known on my business page (a pinned post on my page, where ***** reached out)  and verbally That a typical deep clean takes 1.5-2 hours per room. As you can see in the past photos. Its not a typical clean. 
  

  this client got discounted services and settled on this matter and I dont see why it is reaching this point. The client continues to mention feeling used. 
  I too feel disrespected and used. The day the client closed on this home I was there cleaning. She was over the moon and tipped one of the highest Ive had at $100 and rebooks me has no communication about how unhappy she is at all until after the second service is completed.. In my professional opinion, the client purchased this first home project and gotten over her head after the first week alone and proceeded to rehire me with the intentions of asking for a full refund for both services. 

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  I would never book someone with intentions to ask for a refund. I did my due diligence researching someone who seemed thorough and had good reviews. I now realize her business is very new, and these glowing reviews on ******** are likely all from friends trying to lend legitimacy. After walking her through and showing her the scope of my home, ***** never made any mention of the job taking multiple days and ostensibly costing me $2000 or more to fully complete. She started on the job after I told her what I needed done, and only finished half. My texts speak for themselves. In what world does a deep clean not involve dusting above the door ways or cleaning ceiling fans? Especially when she only completed 3 empty rooms on both jobs? An experienced housecleaner starts with higher surfaces and does floors last. The work was not only incomplete, but the rooms she did work on were half done. I think ***** took advantage of me as a naive new homeowner, and purposely led me to believe the job would only cost a certain amount, then left it half done so she would have to come back and charge me again. I've submitted a dispute and decided I will take this issue to small claims court if I am not able to resolve it here. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****