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:10/15/2024

  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.

  08/02/24 initial cleaning $595, 08/16/24 cleaning $265, 08/30/24 cleaning $265, 9/13/24 cleaning $265, 9-27-24 cancelled due to covid in house, 10/4/24 clean and sanitation $325. These cleanings were to include baseboards, ceiling fans, wiping down the cabinets, inside of showers, switch plates on the wall amongst a list of others. These things were not done. Then I received an email telling me that they could not provide that level of service. That should have been stated upfront or not falsely advertised on their website. ***** offered to have the same crew come and clean it again. Then when we said no, she offered $50 off our next cleaning, uh no. Finally after positing a review online she agreed to send a new crew to clean the house. This crew was better but still did not do half the stuff listed on the website for what they do. Showers still had dust bunnies around the top edge, Furniture was not dusted, cabinets not wiped down, floor boards still not clean, door frames or wall plates, not to mention the damage to my nightstands in bedroom due to them using a cleaner that is not made for wood. The cleaners wood sweep the dirt onto my front porch and then dump their mop water on my plants in my landscaped yard. Mop water with chemicals in it.

  Business Response

  Date: 10/21/2024

  Thank you for bringing these issues to our attention. We genuinely appreciate feedback as it helps us improve our services. We understand your concerns and want to clarify a few points to ensure full transparency.
  
  Complimentary Cleaning Offer: We offered a complimentary cleaning before your review was posted online as a gesture of goodwill to make things right. This was an effort to show our commitment to resolving your concerns and providing the level of service you expected.
  
  Request for Full Refund: We understand your dissatisfaction with the most recent cleaning services. However, we note that you are now requesting a full refund for all prior services dating back to August. These previous cleanings were completed, and there were no complaints at the time, indicating satisfaction with those services. We believe that asking for a refund for these completed services may not be a fair or reasonable request.
  
  Ongoing Resolution Efforts: Even while we were actively working with you to resolve the situationoffering a complimentary cleaning and making attempts to rectify the issuesour companys reputation was impacted due to the review posted online. We strive to work with all our clients to address concerns and find solutions. 
  
  While we are committed to our resolution efforts, requesting a full refund for services that you initially approved and accepted does not align with our policies.
  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22425207
  
  I am rejecting this response because:

  Thank you for the opportunity to provide further clarification regarding the ongoing issues with Octomaids service. While Octomaids asserts that they attempted to resolve our dissatisfaction with a complimentary cleaning, this is a misrepresentation of the facts. After five separate cleanings, despite numerous attempts to communicate directly with their cleaning staff to rectify persistent deficiencies, our concerns were repeatedly ignored.
  
  Octomaids has consistently failed to deliver on the services explicitly outlined on their own website for recurring cleanings. Tasks such as cleaning baseboards, cabinets, ceiling fans, and dusting furniture were routinely neglected. Additionally, we encountered unprofessional behavior, including mop water mixed with chemicals being improperly disposed of in our front landscaped yard, dirt being swept onto the front door rug, stairs not being properly vacuumed, and window ***** left uncleanedall of which are listed as part of their standard cleaning package but were glaringly omitted each time.
  
  While I understand that my review may have negatively impacted their business, it was a truthful account of our unsatisfactory experience. The ongoing neglect of basic cleaning duties, despite clear communication on our part, not only demonstrates a significant lack of professionalism but also a failure to meet their own advertised standards.
  
  I am seeking nothing more than a refund for the final full cleaning and sanitation, which was grossly inadequate and did not meet the level of service Octomaids claims to provide. I trust this matter will be addressed fairly and promptly.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/05/2024

  Dear ****,
  
  Thank you again for sharing your concerns and giving us the opportunity to respond.
  
  We want to reiterate that Octomaids was actively making sincere efforts to address your dissatisfaction, including providing a complimentary cleaning, which you acceppted as a genuine attempt to make things right. This was omitted from your dialogue, despite our effort to resolve matters.
  
  If our services had been consistently unsatisfactory, were curious why you continued with a future recurring schedule. Many of the issues you outlined were raised primarily during our discussion following the last cleaning, indicating they were not longstanding concerns. If youd shared these issues sooner, we would have promptly addressed them to ensure you received the quality of service we strive to provide.
  
  Furthermore, its important to note that you chose to post public, negative reviews while we were still actively working with you to find a resolution. At that time, a refund was not off the table. Now, in light of the circumstances, we feel its unfair that you are seeking compensation in multiple forms: a negative review has affected our reputation, we provided a complimentary cleaning that wasnt acknowledged, and you are requesting a full refund. 
  
  However, we are still willing to work with you on your refund request. To proceed, we would require a signed settlement letter, which would include an agreement to remove the negative reviews and refrain from posting further disparaging comments about our company.
  
  Thank you for your attention to this matter, and we hope to bring it to a respectful resolution.
  
  Sincerely,
  Octomaids

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22425207
  
  I am rejecting this response because:

  This is in response to your reply to our complaints on the BBB. Despite our repeated efforts to communicate our dissatisfaction, both with your office and directly with the cleaning staff on-site, the service quality remained appalling. Each attempt to reach a resolution was met with evasive responses or superficial assurances, none of which led to the level of service that had been explicitly promised by *****, your owner, and as detailed on your website.
  
  Our expectations were not arbitrary; they were based solely on the standards and services your company has publicly advertised. We asked for nothing beyond what you claim to provide. Your failure to deliver on these promises has not only been a profound disappointment but also a telling reflection of your companys practices. Any negative impact on your business reputation is a direct result of your own misrepresentation and manipulative tactics, offering high standards on paper but delivering substandard, lackluster results in practice.
  
  Regarding the recent online review, I stated that another team would be sent out as you claimed. However, I stand firm in my refusal to alter or remove that review as it is an accurate account of our experience. My silence cannot be bought, and I believe that people deserve to be informed of the ***** disparity between the quality of service you promote and what you actually provide. I am also placing additional reviews on various platforms and will be filing formal complaints with the **************************** of the ***************************************** and the ************************ for deceptive business practices.
  
  I had hoped this could be resolved, but I can see now that was ignorance on my part. Moving forward, I suggest Octomaids focus less on damage control through customer silencing and more on honoring the commitments you make. Until then, rest assured that my review stands as a factual warning for others.