Complaints

This profile includes complaints for Rise & Shine Maintenance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rise & Shine Maintenance

  Edmonton, AB T5J 4B5

  
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  Rise & Shine Maintenance

  PO Box 95039 Edmonton, AB T5E0E5

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:04/02/2023

  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.

  I booked this cleaning company to remove the furniture and clean my Dad's condo. ******* quoted my $60 an hour (all inclusive). Other companies were between $70-$80 with additional fees for haul away and such. They came to my father's condo where my brother let them in on Jan 16, 2023. They arrived at 10am. At 4pm my brother told me they were not done, and he needed to leave. At 6pm I contacted ******* and asked him how much longer. He said 2 more hours. He called me at 8pm and said he needed another day. I told him to leave and to not come back. I drove out to the condo and found 2 large piles of garbage and a lot of remaining furniture, while the place still dirty. They had tossed a bunch of stuff on the balcony and over onto the grass in front. A few appliances had been cleaned, but very little else appeared to be done. I ultimately hired another company to finish the job. I did not hear from ******* afterwards, so I contact him as I wanted to settle the bill. I believed at the time that $300 would be fair. However, he told me that the condo was so dirty and then informed me that the price was now $60 a person and that I owed him $1000.00. I said "no". I did not get an invoice until Feb 3rd. Now the price is $1247.00. I hired this company because they were the cheapest and I deeply regret it. I should have chosen a more well-know professional. They did about half the job in twice the amount of time it should have taken and are now asking me to pay this inflated price.

  

  Business Response

  Date: 16/02/2023

  
  Rise & Shine Cleaning Co. takes pride in the work we do, and we work hard to ensure we provide our clients with the best service. We are thorough and detailed while also very efficient. We are not the cheapest company and always make sure our clients understand our hourly rates before we begin.
  
  When ***** called to book a move-out clean, I informed her that the rate was $60 / hr / person and that to complete a move-out clean, two people would be required since we were instructed to move furniture. I am always very clear about our rates because I don’t want clients to be surprised. I asked ***** what the job entailed and whether I should bring my large or small trailer. ***** told me the small trailer would be fine as there was not much to move. We were very surprised when we arrived at the unit as it was full of furniture and personal items and far dirtier than ***** had indicated. The following is a summary of the events:
  
  I asked ***** to meet me on site at the unit before we began so that we could clearly review our scope with her. ***** sent her brother who didn’t realize we were there to move the furniture and didn’t know where we were expected to take the furniture. I called ***** to get direction from her and she also acted surprised and said she had planned to donate most of the items, but didn’t know where we should take the items. I suggested Goodwill and she agreed.
  
  We filled the trailer with the first load and took it to the nearest Goodwill only to find out that they didn’t accept donations, so we had to drive all the way to the west end to unload the first load of furniture (a picture of the trailer load and the goodwill confirmation of receipt is attached.).
  
  Since the move hadn’t been booked with the condo board and the unit was at the end of the hallway and very far from the front door, we shovelled a path from the unit to the parking / loading area and moved all of the items from the balcony. To complete the move-out clean, we moved most of the remaining items onto the balcony and filled a second load in the trailer.
  
  We then proceeded to clean the unit, beginning with the hardest parts of the clean – the appliances and the washrooms. The appliances were very dirty – we scrubbed all of the appliances, which takes time, and moved all appliances from the walls to clean in behind. There were still clothes in the washer and dryer, which we had to remove to clean out all of the lint and grime. We also had to wash the dirty dishes to pack all of the dishes away to be moved. It was at this time that one of the neighbours stopped by and informed me that the father had passed away. This made sense given the state of the unit when we found it with dirty dishes lying around and clothes in the dryer. It was not a typical move-out clean with items already packed and ready to move as we were led to believe it would be based on the initial booking.
  
  ***** called at around 6:00pm and I asked her to meet me at the unit so that we could go over what was done and confirm the remainder that was required. ***** informed me that she lived too far away and couldn’t meet us, so we proceeded to clean the unit to the standard that clients typically expect.
  
  I called ***** at approximately 8:00pm to inform her that we would require a few more hours to pack and haul the third load and finish the remainder of the cleaning, which was fairly light because we had completed all of the hardest parts. We told her we would return to complete the final clean and move in the daylight the following morning. ***** got upset and told me to pack up and leave, so I tidied up and we left. 
  
  Clearly ***** doesn’t understand what a move-out clean entails as if she did, she wouldn’t have the audacity to offer us $300 for all the work that was done. We have two neighbours who witnessed us working very hard the entire day and into the evening, and they have offered to provide letters of support should these be necessary. Regarding the timing of the invoice, we typically invoice the first of each month, but I became very sick for two weeks following the clean, so the invoice was sent on February 3rd rather than the 1st.
  
  We tried to meet with ***** on site twice the day of the clean to confirm the scope and show her the extent of the mess we were asked to clean-up. We proceeded to complete a move-out clean to the high standard expected by our clients. We had completed 75% of the clean and paid to unload the second load at the Edmonton Eco Centre (picture of receipt for dumping fee attached) when ***** fired Rise & Shine. We billed ***** for the hours that were spent packing up her father’s belongings, moving the belongings, and completing the scrubbing of the most difficult parts of the move-out clean, and the dumping fee that we were charged, and nothing more. We expect to be paid in full for the work that was completed.

  Customer Answer

  Date: 16/02/2023

  
  Complaint: 19333804
  
  I am rejecting this response because: The $120 and hour is a outright lie. I called around and he was the cheapest at $60. No one else was even close to $120, that would make him the most expensive in town. I would like to see evidence that that is his regular rate as he cannot even produce an invoice that reflects that. (See attachment)  

  I have never booked a service like this before so I had no idea what to expect. He asked almost no questions. Even after promoting him for what information he needed. He asked me how much stuff there was - I told him it was a 2 bedroom condo with one bedroom set, full living room with couches and chairs and tables. He choose the size of trailer to bring. All the other things he is complaining about where never disused before, because he did not ask. Assessing the job is his responsibility. Not mine.
  

  I reached the offer of $300 with $60hr x 8 hr = $480- $180 since the job was incomplete. I still needed to get another trailer and I still needed to hire another cleaner.

  He was also extremely unprofessional when I spoke to him after he said the house was so dirty because " I did not take care of my Dad" and he started swearing at me.
  

  I will not be paying this bill. I will definitely not be paying the also made-up late fees included on the invoice. $300 is more then fair.
  
  Sincerely,
  
  ***** *******