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Business Profile

House Cleaning

Cierra's Helpful Hands, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in House Cleaning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/21/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    On Sunday, July 3rd, I requested a house cleaning from Cierra's helpful hands, LLC. I was planning on having our realtor come and take photos to list our house for sale. It was agreed that she would come Thursday since he was taking pictures on Saturday. On Tuesday evening, I had an unexpected scheduling conflict arise and was no longer able to do Thursday. She noted that she did not have Friday available. Since the realtor was coming on Saturday, there was no option for a reschedule of the needed cleaning services.

    Upon contacting her Tuesday evening, with the refund request of the deposit since services were no longer able to be rendered and given ample notice, she refused to refund my deposit, claiming it was non-refundable. This was never disclosed in any of the conversations, nor did I sign any such agreement. She has maintained that she doesn't have to disclose that information to a customer at any point and continues to refuse to refund the $115 deposit.

    As you can see from the conversations, she never states that it is a non-refundable deposit and I never signed an agreement acknowledging as such. When I give ample cancellation notice more than 24 hours in advance and am not able to reschedule due to the timeline for taking pictures of my home to sell, she refuses to refund my deposit and becomes very combative and unprofessional. This is what has led me to file this complaint. She is lawfully required to inform me of the non-refundable deposit in writing that I either sign or acknowledge. Neither happened. I simply am asking for my deposit back for cleaning services that were not completed. I understand I cancelled and was not able to reschedule, but as a small business owner myself, I understand the law when it comes to a cancellation policy notifications and non-refundable deposit notifications in advance to your client. Thank you for your time and attention to this matter.

    Business Response

    Date: 08/15/2022

    Hello. So all that happened is she paid the 50% down payment for Housecleaning,  then the next day canceled without reschedule.  I do not accept refunds due to that slot being filled for other clients . I missed out on 2 new clients cuz we booked that date. So it protects me and my business.  She's mad about it, but got full refund thru venmo

Cierra's Helpful Hands, LLC is NOT a BBB Accredited Business.

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