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Complaint Details
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Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Transaction date: September 21, 2022. Cleaning was supposed to happen at 12: 30 pm with carpet cleaning at same time. My husband was at the house in the evening when one person arrived to do the carpet cleaning. She said she couldn’t do much for carpet and managed to make it worse and damage an area rug. The house didn’t look like anyone did any additional cleaning. I asked when they did for cleaning and didn’t get an answer except they have a report and that they did a good job. I asked for report. Received nothing but said I can go to another company for additional cleaning. I was charged $393.75 the same day September 21 but supposedly my credit card was not going through and the person who took my payment was pushing me to make an e transfer payment so I wouldn’t have to pay credit card fees. When I told her companies usually cover that from that she was rude. Especially when I said I’d need time to get money moved from a TFSA. She said they expect payment right away. I got my invoice on the Friday the sept 23 after she said she was coming to my house for payment and then never got back to me when she got the money on her end. What was also funny is that the invoice clearly states the customer has 30 days to pay. It’s the only light sided thing about this company as my experience was horrible. With cleaning and ** ****** customer service
Business response
05/10/2022
On September 21, I and my coworkers arrive at the house on *********** I started cleaning both living rooms floors and vacuum both area carpet rugs and I did both windows in each living room area. I proceeded to the bedrooms where I did both floors and windows as well. My coworker, she did the bath and the kitchen and a hallway, our time was limited and to my understanding we did a good job. Later on, that day our boss came and shampooed the rugs. There was still more work to be done but I'll time up. Nathaniel. **** ** ******
I was there to do the carpet and saw her husband. They told him this carpet is in a bad shape and ask him to call her. No answer from her. I trying calling her so she knew what is going on. No answer . The husband ask me to go ahead and do it. However when she call to book the cleaning. Told her for move out cleaning what it will cost about $450 to $600 if she what everything cleaning plus doing the carpet. She asked us to do 3 hours that is $300 plus GST. and my employees were there for 3.5 hours on what she ask us to do. *** *** ***. There was a lot of dogs hair and a lot of dust inside and refrigerator and out and inside of the stove. We did as more as we can plus she got 1 hour unpaid that we never change her. Who as company to work for them and ask me to wait until she received she TSFA. Never before. After cleaning we get paid, not 30 days, however, you are not a company.
*** *** ******** **** **** **** *** *** *** ****** **** *** **** ***
Patience ********
*** ********* ********
Customer response
05/10/2022
Complaint: ********
I am rejecting this response because:
It still doesn’t make sense and as you will read further I am not satisfied with being told I am not get any money back ***** **** *** *** ******So you are saying time (3.5 hours or 4 hours?!?) was spent cleaning dust and dog hair as well as the oven and refrigerator and windows? Okay then what else was left to do then?!? I went in to clean walls that had paint dust still. I couldn’t tell any windows were clean and did that on the weekend.
I disagree about the statement that I specified I only needed three hours of cleaning. no one told me that people tend to pay more than 3 hours especially one for an empty house that was pre cleaned.( Are you getting me mixed up with someone else? ?!) also it was an estimate and no one called me to inform me of the progress of the home cleaning ie that more time would be needed. At the point I would have known the cleaning was way too expensive and just paid for what was done
Supposedly I am to be contacted by a lawyer per Patience or her boss ***** ******** **** ****** ***** I shall wait for that…I feel that I am being ******* just because I asked what was done for cleaning and complained about the rug damage. Also cause I didn’t want to pay credit card fees the person at *** *** **** told me about (again after the fact that I said I would pay by credit card as originally asked if I could)
As previously mentioned my husband had to throw out the area rug not pictured I truly do not understand why it would be my fault or my husbands fault for how terribly the carpet and rug was worked on? If the person knew they couldn’t clean it, why even try?
* ***** *** *** **** **** *** ** ****** **** *** ******* ** ******* ********* ** ******* *** *** ***** I'm willing to pay for the very expensive cleaning that was done (over $100 per hour!) but need to be compensated for an area rug and not pay for any rug cleaning I came in and spent more time hand scrubbing ** * ****** ** *********** *** **** *** ************
*** ******* * *** ******** ***** *** *** ****** ****** **** ********** ***** ** *** *** ******* ***** *** * *** *** ***** *** *** ******** *** ***** ** ** *** ** *** **** ******* **** **** *** ******* *** * *** **** ** *** **** *** ***** ***** *** ***** *** ******** *** **** ** ******* **** ******* ** ********* ** ******* **** *** ** **** ******* **** **** ** ** ** **** *********
* ** ****** ******** *** **** *** **** *** ******* ** ******** ** **** **** **** **** * ***** **** * ******* *** *** ***** **** ******* *** * *** ** ******* **** ** **** ** ********* *** **** *** ******* *******
Sincerely,
Susan *******Business response
07/10/2022
I have come to a conclusion that the previous response was my final decision.
Thank you so much.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.