ComplaintsforGalaxy Home Cleaning Services

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Galaxy picked up our custom area rug on Jan. 31st, I inquired about the long time it was taking, the rug was returned on Feb. 23rd. I paid via e-transfer on Feb. 21st. The rug was unpacked on Feb 26th, to find a big black round stain on it. Upset we emailed Galaxy, Mark called approx. 0700 Monday, telling me I was rude, they’re reasonable people and proceeded to be ************* saying the mark is traffic. This is a dining room rug, a table sits on it. He said he wanted to take the rug back, I refused. He already had it for over 3 weeks and it looked worse than when he took it. ** **** ** ** ***** ******** ******* *** *** ** *** ** ***** *** ****** * ******* *** ****** **** *** ** ********** ** *** ****** I had already arranged for ********* to pick up the rug on Feb. 28th. I asked Mark what he will do if another company cleans it, he said to keep him posted and he’ll do right by me. I asked for 50% back, $******* ********* *** *********** *** *** *** ***** **** *** **** ***** ******** *** **** *** *** *** ******  After *********** attempt to clean it they said it could be dye. ********* delivered the rug back on March 8th, one week. I’m not aware of dye on this rug. I emailed Galaxy with pictures of the rug asking we resolve this and have not had a response* * *********** ** ************* **** ***** ** ******* ** ** ******** ** ****** ** ***** **** ** *** * ***** **** ** **** ******* ** ****** **** **** I want help to get a refund, I only asked for half. Mark told me not to avoid his phone calls, but yet he won’t respond to us. **** *** ********** ** ******* *** ****** ** *** ** ********* ** ********** *** **** ****** ** **** ** **** **** *********** ******** ****** **** **** **** ******* *** *********** ** ** ** *** ******** ** *** *** *** * *** **** **** ** **** *** ** ***** *** ***** *** ************* **** ******** * ***** ** *** *** ***** ****** ******* ** **** *** ***** **** *** ***** ********* ******* *** ******* ***********

  

  Business response

  13/03/2023

  We picked up area rug for cleaning Jan.31/23 from customers home. Pictures taken in home of her rug before cleaning and notes made.

  Customer pointed out stains/ soils to me as well as she also stated “ many of them Barf stains from pet”and I confirmed, and took photos.

  Rug was very soiled, with numerous stains & Very dark and worn traffic areas & poor condition. Photos taken .

  We took rug back to our shop for cleaning. upon rolling out , I noticed a lot more stains soil & more pictures taken.

  Pictures of rug taken before and during our cleaning.

  I made several attempts to remove stains, soil and black traffic area.

  Rug improved a drastic amount .

  Dark traffic area on rug still apparent.

  Attempted another cleaning process, improved but Still persisted. Dark traffic area now considered permanent.

  Talked to customer by phone to set up Delivery date of rug.

  ( which we held @ our shop due to customer doing renovations)

  We set up a delivery date for Feb. 23/23 and indicated to customer our methods of payment. She chose  etransfer and asked for email information to send. A couple of days later she sent etransfer to pay for rug before we delivered it. We did not request payment before delivery date.

  We then delivered rug on February 23/23 with full intentions of laying rug out for customer in their dining room to examine together. We would lay out, re vacuum, and groom which is our policy when returning all area rugs back to customer. However, she indicated to us to leave the rug wrapped up in the plastic, and put in the kitchen as they “ we not done yet”.

  During our time there she asked for quotes on other cleaning in the home which we gave her.
  ****** **** ***** *** **** *** **** ********** ***** ***** ********** ***** ***** **** **** *** ******** ********

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

  Then on Feb. 27 /23 @ 11:00 pm she sent us a very nasty & accusing email without talking to us first ..stating she wasn’t pleased with the results of the cleaning in a very demeaning email ( she called black Stain)

  She proceeded to tell us ** **** *** ***** *** **** *** ****** *** ********* ******* ** *** **** we did not her rug clean properly. she sees a big dark stain, the rug is horrible and a mess.

  We called her immediately after reading her email @ 7:00 am the next morning. Shocked and surprised by her unsettling accusations.

  The picture she sent of  cleaning by us  that she claims  poor cleaning, is Clearly the lighting angle and Shadow of her light fixture. Rug not vacuumed & not groomed & walked all over as well.
  ****** ** **** *** ** ******* **** *** ** * ******** 
  We have pictures of rug 1/2 cleaned & half not cleaned, to show difference. Which were texted to her as well. 

  I phoned her tried to explain the process we did, and removed soil /stains but the dark traffic area still persisted and was permanent. ( sending her pic of the rug in her home before cleaning .. ( the dark traffic area ) was there before removing from rug her home.

  At no time during any of this conversation was I rude ** ******* **** **** **** *********** *** ******* ** ****** ** ******* **** *** * As a matter of fact I had to ask her to please let me finish explaining my points. This made her frustrated as she could not answer my question about the traffic area.  **** ******* ********** *** *** ****** *** ***** ** ** ******* * * ***** **** **** *** ***** ***

  She would not accept the dark traffic area was there, although we have pictures of rug in her home before cleaning showing it .)  The dark circle she’s now calling it, in picture she sent us is a shadow  from her light future, Not a stain.

  She continued to say how could that stain get there we hardly use the rug and it’s under the Dining room table .

  The rug was very stained and soiled  & heavy traffic areas. * *** **** * which is under dining room table. That  is why she sent it to us for cleaning. And pointed out in her home how stained and soiled the rug was.

  I then told her if she’s not satisfied we will pick rug up and re clean as this is our company policy. Customer satisfaction is very important to us.

  She absolutely refused to allow us that opportunity.

  we called her again in that afternoon. We said we are in your area  as we were cleaning for another customer. Can we please pick it up and re clean .. she said No.

  She wouldn’t  even allow us to come and visually inspect the rug in her home and discuss.

  She said  I already got someone else to pick it up and re clean it.
  

  later on, she then emailed us again, Stating that, someone else cleaned her rug and got more DIRT out…No mention of them removing the Black mystery circle stain. ( Shadow from light fixture)

  She sent us pictures of the results of the other company’s cleaning of the rug.

  The picture clearly taken now with  dining room light off and no shadows apparent. **** * *** *** **** * ******* ** *** *** ** ***** ********* ******* ****** **** ***** ***

  After 3 re cleans by the other company. ( 3 separate cleaners) .

  Also in the picture she sent from other cleaners cleaning . The rug was perfectly vacuumed and Groomed.  Which she wouldn’t allow us to do .

  The picture she sent of re cleaned rug by another company was taken without dining room light on &  fixture shadowing was not apparent on rug .

  The picture she sent to us of our cleaning was dark and had shadow of dining room light fixture and bulbs in it which made the rug appear to be soiled looking. 
  
  at no point this did she say they removed the big black stain .. she said they just got more dirt out.

  Black traffic area is still apparent on rug after other company cleaned.

  she didn’t take the picture with light fixture shading all over rug.

  accused us of doing a poor cleaning job when in fact it’s clearly shading and reflection from light fixture.

  black traffic area still apparent !

  She didn’t even give us the opportunity to respond to second email sent at 11:00 pm March 8 .  we were in northern Manitoba cleaning that Thursday and Friday returned to Wpg that Saturday .. to read our emails .*** *********** ********* *** ** ************* *** ** *** * ******* ** *** *********** ***********

  She didn’t give us the opportunity to resolve concern.

  We feel if she should have given us that opportunity to pick rug up or see rug in person and discuss we could have settled this without her accusations demeaning remarks on customers part.

  Obviously customer was hoping for rug to be in new condition after cleaning.. but this is not possible after the wear and tear they did to their rug for Many years before they called us to clean 

  in saying this we are reluctant to refund her 1/2 her bill as she did not allow us to to try to remedy the concern. However, we will giver her back the amount requested, as we said customers satisfaction is our goal.

  Sincerely,

  Mark

  Galaxy Home Cleaning.

  .
  

   

  Customer response

  14/03/2023

   
  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.

  ****** ****** ***** ******** ** ** agreeing to half the amount, which is $******, e-transfer to *******************
  * *** *** *** ** ******** *** 
  ** ****** ** *** **** *** ******* ** *** ******* **** ********* ** ***** **** *** ***** ******* *** ** **** *** ***** *** ********* ** *** **** **** ***** **** ******* ** *** ***** ****** *** 
  ** ****** **** *** *** *** **** *** ** **** *********** * ******** * **** **** *** ***** * **** ******* **** ******* **** ** *** * **** *********** **** ** **** **** ***** *** ****** *** ****** 
  ** *** ******* **** **** **** ******* **** ****** ** **** ***** ** ******* ** **** **** ******** ******* ******* **** *** ** *** * **** *********** **** ** **** **** **** *** ****** ***** ***** ************** ** ****** **** ***** ** ********** *** ******* ******* ****
  
  The rug is in good shape. **** *** *** ****** ** **** ** ********* ** ********** *** *** ******* ** ******** 
  ** **** **** * ********** ***** ***** ********** ** *** *** *** ** *** ***** ***** ********* *** *** **** ***** ** ** ***** ********** * **** 
  He says they were up North and hadn’t responded, email is accessible everywhere and he could have responded. 
  I have accepted his offer as stated above *** ***** **** ***** ***** ******** ** **** ************ **** ***** *** * ******** ****** ** ** **** ******* ******* **** ** **** ** **** **** ******** ********* 
  Thank you for assistance. 
  Christine *** **** *******  
  ********** ********* *** **** *******

   

  March 24, 2023: Hello!
  We did receive the refund in the amount of $******* 
  Thank you for your support ********* **** *********** ********* 
  
  Christine & Fred *******
  
  

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