Complaints

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• Initial Complaint

  Date:08/08/2023

  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.

  Paid a deposit of $180 up front for 8 hours of deep cleaning a whole house. Cleaner was late, then cleaned for 6 hours promising to return 2 days later. Cleaner only provided service to half of the kitchen and half of one bathroom. She claimed she cleaned areas she didnt. Greasy residue left to where we had to clean after her. Floors were left horrendous causing the bottom of our feet to turn black. House smelt like cigarettes even though we dont smoke. House cleaner promised a clean home and was paid the remaining balance of $270 due to being threatened with a late fee. Homeowner was not able to approve of the cleaning before paying paid remaining balance only to come home to being very unsatisfied. *************************** The Science of Clean **********, ** *****

  Business Response

  Date: 08/21/2023

  I will do my best to respond to each part of *****'s complaint. 

   First, the non refundable deposit covers four hours, which is half the average time of a fairly easy deep clean. She was never told that it would only take eight hours, only that that is the average. I charge $45 per hour, so $180 does not cover that much time. Because she did not disclose that her house had excessive grease and grime build up I did not know until I started that it would take longer. 

   I was late, which she responded was totally okay and not a big deal. She was informed that I would not be able to complete the house in one day.  I am a smoker, but did not smoke on or near her house, only in my car parked more than 15 feet away from any open doors or windows. 

   The floors were left in the condition they were in when I started. Since cleaning should be done from top to bottom floors are always done last. I did not promise a clean house, I clearly stated it was not done, hence why I was coming back to finish it. 

    Although my deposit is stared to be non refundable when ***** was unhappy with what I was able to get done in one day I refunded her her deposit anyways. She then demanded her money back for the time I did spend cleaning as well, stating that she would ruin my business if I did not return her money. I refunded most of her money, keeping only what I had to in order to replace the supplies used to clean her house. 

  All refunds were given before she made this report. I've attached pictures of the excessive grime, our conversation in messages, and proof of refunds.