ComplaintsforAspenClean

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Friend hired Aspen Clean as a favour to my wife and I as we were indisposed to clean our house. When I was able to go through my house after the company had cleaned my bathroom sink I noticed that the stopper in the sink was broken. It would not s**** back onto the base. I did contact the company and showed pictures and video of it . Their excuse was it was probably due to wear and tear !!

  Business response

  09/08/2024

  Good morning,
  
  We are writing to address your concerns around your recent appointment.
  
  As discussed in previous correspondence with yourself, we conducted an investigation with our team. They are trained to report any damage as soon as it occurs. After investigating we relayed our finding that the team had not damaged sink stopper.
  
  However, in a measure of good faith, we are willing to help participate in the repair cost of the stopper. Please let us know when you find out replacement costs and we can work to an agreeable resolution for both parties.
  
  Please let me know if you have any questions on any of this at all.

  *****

  Customer Care team

  Customer response

  09/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  16/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Aspen Clean to perform a one time cleaning of our home in ********. We were quoted a price of ***** hours of cleaning services and charged $****** for this service on June ****. The confirmation email outlined that we would be contacted the day before to notify us of the arrival time. No email was received and had to call customer service repeatedly before getting an answer.The cleaning team arrived at approx. * am and was done by **. The work was incomplete and certainly did not encompass the hours in the contract. My wife arrived home as the team was leaving and noticed that they had their cleaning caddies on our honed marble island. Upon leaving, she noticed extensive damage (etching) to the countertop. She sent me a message with picture and video and I made their customer service aware of the problem and our dissatisfaction with the service but more importantly our concern with the damage to the marble countertop. Initially, they were pleasant and sent a crew back on June **** to complete the work (unmopped floors, unvacuumed areas, cleaning solution on hardwood floor from cleaning the oven etc). They also sent an operations manager out to look at the countertop. The manager saw the damage and indicated that we should try to get someone out to repair the countertop and that Aspen Clean would cover the repair and if not that other options would be looked at. This seemed all reasonable.On June ****, we received an email sating that during their investigation that it was unlikely that their staff or cleaning products could have "stained" out countertop. They didn't even understand the concept of etching. They were trying to implicated that a diffuser 5 feet away was responsible for the damage. It is clear from pictures and video that a rag of some sort was left on the counter and caused the damage. We are seeking a) reimbursement for any cost required to repair the counter b) if need be reimbursement to replace counter c)adjustment to bill

  Customer response

  16/06/2023

  Thank you 

  Business response

  30/08/2023

  
  Dear **********

  Please find attached our response to the complain with all the information needed. 

  Best regards, 

  *********************************

• Initial Complaint

  14/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I exchanged emails with this firm and specified the cleaning that I required. Specifically, I needed my apartment cleaned and told them that I didn't need the windows cleaned but did ask for a standard move in / move out. They provided a quote, which I accepted. Before the three cleaners arrived today, I had printed out a document and taped it over the sink. It stated that they needed to focus on the counters, floors, inside and outside of my fridge and stove, clean my sinks ********************* shower, toilet, and tub. They phoned at the 2 hour **** (the contract time) and asked for an additional 30 minutes. When I returned home tonight, I discovered that they had cleaned the insides of my cupboards (not requested or required), had cleaned ALL of my personal possessions (not requested or required). This includes my laptop, which NO ONE has ever touched but me. I am furious. Three people for 2 hours was difficult to accept, but three people for almost 3 hours, when they spent time doing cleaning I didn't want or need? I consider this outrageous. I've sent them an email, I'm contacting you, and I've forwarded a complaint to my credit card company. Thanks.

  Business response

  18/04/2023

  Hi 

  My apologies for this. We will reimburse this client for the extra 30 minutes for a team of 3, or $****** plus tax. Please let me know if this is acceptable. With our apologies 

  Customer response

  18/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Naturally, I expect Aspen to alter the invoice they submitted to my *** ********** account, to reflect this reduced amount.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  18/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We hired Aspen Clean to clean our house on July **, 2022. We live in ******* and used that branch for the cleaning. We hired them because we were having photos taken of our house the next day and listing our house for sale. After they arrived, my husband and I heated up lunch in the microwave and then left. We returned about 10 minutes before they were done, and as soon as we walked into the door, one of the cleaners started apologizing and said that she had broken our microwave. We then saw that the front panel of the microwave was hanging off of it still attached by the wires. We immediately panicked since we were having pictures taken the following day and the cleaner and my husband tried to re-attach the panel to the microwave. She kept apologizing and they left after about ********************************** tears, apologizing and saying that Aspen Clean would reimburse us for a new one. We noticed after they left that when the microwave panel fell off, it scratched one of our kitchen cupboards pretty badly. I called Aspen Clean and was told twice that they would cover costs for any damages and reimburse us for the new microwave. My husband rushed out to buy a new microwave and booked someone to install it. The next day I told Aspen Clean I wanted something in writing stating that they would reimburse us for the damages/costs. She said ok and sent an e-mail stating that they decided the microwave was not functional before they arrived and would not pay for a new one. This was absolutely not true, we both used the microwave while the cleaners were there. They said they would cover repair costs for the cupboard, but it's not repairable and they offered no other compensation. After many phone calls and e-mails arguing with them, where they accused us of trying to **** them, we finally got the cost of the microwave paid to us, but they refuse to cover the installation or any compensation for the damage to the cupboards. There are more details but I'm out of space.

  Business response

  22/07/2022

  The team performing the cleaning on July ***h was warned by the client to be careful with the microwave. since it was not new and the door could get damaged. The door was pulled off, clearly due to an existing damage. The invoice that was sent to us for reimbursement of the damage had a note stating that the microwave won't be shipped before June ***d. (our service was performed on July **th), which raised a red flag for us. Despite this, we went ahead and reimbursed the client for the cost of the microwave, plus **% of the cleaning cost (The client also complained about the cleaning, which was rectified by a re-do performed the next day). After receiving the confirmation of the payment, the client decided to come back asking for more - $*** for installation of the new microwave.  This was never mentioned previously.  At this stage, we have to refuse any additional payments, despite bad reviews on all the channels. 
  

  Customer response

  26/07/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Most of the statements made by Aspen Clean are completely false. While we did receive the reimbursement for the cost of the microwave (and yes we made sure they were aware that we expected them to pay for the cost of the installation), we never received the **% reimbursement on the cleaning fees that they promised us. I have an e-mail from them stating that they would reimburse this to us, but that's as far as it went, we have the credit card statements which will show that we never received it. Had we received that money, I would not be wasting my time with this complaint. The note on the invoice for the microwave about it shipping on June ** is an internal memo for Canadian ********* ******, as that is when the microwaves were sent to the store. I can get a statement from *** confirming this.
  
  Sincerely,
  
  *********************************

  Business response

  26/07/2022

  Hello: I would just like to put this matter to a close. Please let me know the amount of the invoice and we'll process the reimbursement. Thank you,

  Customer response

  27/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The total amount of the invoice that we paid to Aspen Clean was $******, and I have attached the invoice. If you could pass this on to them so that they can complete the reimbursement.
  
  Sincerely,
  
  *********************************

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