ComplaintsforWe Clean 4 You Cleaning Services

• Initial Complaint

  13/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a quote on Friday, May 3 for a deep clean on our home. I discussed with the owner that we were getting her home ready for sale, I wanted a thorough spring cleaning, including our blinds, wiping down all of our woodwork, washing all of the interior doors, and spot washing the walls, as well as cleaning our oven and the inside of our oven doors, if possible, as well as a general cleaning. We scheduled the cleaning for Thursday, May 9. When her staff arrived they appeared to be unaware that they were scheduled for a deep clean as I was quoted. I informed what appeared to be the head cleaner what I had discussed with the owner. She informed me she was training the two other people with her, and would let them know that they were to do a deep clean. I provided them with the products to do the woodwork, and specifically mentioned that I wanted the blinds and all of the doors wiped down. When I return to my home after a few hours, I did a brief check around my home and pointed out several things to one of the staff members as well as the owner of things that had appeared to be missed. As I was sick, I tried to give them space to work, and believed that the owner would go over everything before her staff left. After her staff left, I started looking around my home and realized that they had not cleaned the blinds, except for the kitchen one that they did while I was there. They didn’t do the doors, the floors were not washed or vacuumed properly, and much of the woodwork was missed, I was very unsatisfied. I contacted the owner and at that point, she said she would send 2 staff members back for 1 hour to go over what was missed. When my husband arrived home from work, he could see how upset I was, and how poorly the job was done, we both agreed it would take more than 1 hour to do all that was missed. My husband called the owner and left a message, asking her to call us and to not have her staff return, they returned anyways, so we ended up sending them away.

  Business response

  13/05/2024

  The customer contacted me for quote on a deep clean, we provided an estimate for our services. She approved the quote and wanted to schedule her clean we did so at this time and booked the date, we arrived to do the clean all my staff where we'll aware it was a deep clean they where scheduled to be there for six hours with two staff, we did our walk though and the customer stated what areas she wanted cleaned including oiling of her wood trim. A team of 3  cleaned her residence for 3 hours  then myself and another staff member arrived to help clean so a total of 5 people cleaning, some of these staff have been with me for years the one was training and shw was not being charged for her. we stayed for an additional hour. once completed I personally did a walk through with the customer of her home and she said everything looked great and she was happy. I then sent her the invoice under the quoted amount. I only billed her for two staff for the 6 hours. and then the compaintes started being sent to my cell phone, I said I would send some girls back to address the issues and they left another job on the other side of the city in rush hour to go back. Once they arrived thats when the husband told them to get there things and get lost and a few other not polite things. I also paid the staff millsge and hourly rate threr and back again. The home owner and her husband began to barraied me with text messages and phone calls after hours I offered and applied a 10 percent discount and the text messages didn't stop until I blocked there phone numbers. 

  There was allot of man hours into this job she was billed a very fair amount. We attempted to address any issues the same day and were denied. And then a discount was applied to the bill. I'm not sure there is any humanly way to please this client without losing money I have been cleaning residential and commercial buildings for over 10 years and this is not something we have ever seen before and do our best to please our customers we are very sad and upset about them not being happy and we do not take this lightly. They have not offered any sort of payment or intent to do so af all at this point we do hope to get this resolved 

   

  Customer response

  14/05/2024

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

  Not all of what the owner said is truthful. I pointed out several things that were missed to the owner and a staff member while they were cleaning, but at no point was a "walk through" done. I did however find a check list that was left on my counter after they left, but again, this was not gone over with me.

  My husband did send her staff away when they returned (after attempting to contact the owner). He did this for a number of reasons -  things that were specifically asked for i.e.. blinds, interior doors and the top of kitchen cupboards were not wiped (top of cupboards were vacuumed, but still dusty).  These tasks alone would have taken well over an hour, if properly done, and we were preparing to make and eat supper. After 5 hours in our home, if they could not have done that, while we were not in our kitchen, how would they accomplish this with us here?? We did talk to the owner on the phone after her staff were sent away, she was hostile, and would not listen to reason about us not wanting them coming to re-do the job during super, she would also not agree to come back at some point herself to see why we were so dissatisfied.

  I did message her several times, both texts and pictures, she offered 10% off, for a job that was not 50% done. I was trying to be reasonable, and asked for her to deduct 30% off the invoice, she refused. My family and I have spent many hours redoing the job we are being billed for, while doing this we keep finding more things that were missed, I do admit to sending several messages and pictures, but when she asked me to stop sending them I did (so if she did block my number, I was unaware). As I made the owner aware when I booked her service, my husband and I had been quite sick for a couple of weeks, and are getting our home ready to sell, which is why we booked a cleaning company to begin with. After all of this we were left stressed and having to clean our home ourselves anyway.

  Things that were done well: our oven/stove, the front of our kitchen cupboards, our 1 kitchen blind, most of the mirrors, dusting of furniture at eye level, visible baseboards, main bathroom (at eye level), basement bathroom.

  Things that were poorly done or missed altogether: 12 blinds, all interior doors, vacuuming around basement baseboards (after I had them re-do basement vacuuming), vacuuming/washing of stairs, dusting/wiping of top of kitchen cupboard, bathroom cupboard, top of Livingroom wall unit and behind TV/soundbar, top of master bedroom unit, under both beds, baseboards where items needed to be moved. All of the floors were spot washed/vacuumed at best. Nothing was moved (laundry hamper, wastepaper baskets) none of the bedroom closet floors were vacuumed or washed (one was totally empty). Ensuite bathroom appeared to have way too much cleaning product used, the floor was sticky, mirror was hazy and shower door streaky.

  I have had cleaners in before, I am aware nobody is perfect, if it were a couple of things missed we could easily over look it, but this is unacceptable. We would have gladly paid the invoice in full for an acceptable job, this however, was not even close.

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

   

  
  
  Sincerely,
  
  ****** **** ********

  Business response

  15/05/2024

  I'll give you a 20 percent discount. The updated invoice has been sent

  Customer response

  16/05/2024

  
  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. Not 100% satisfied, but just want this done...
  
  Sincerely,
  
  ****** **** ********

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