Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are being charged for services that have not been rendered. Instead they want us to pay full amount. They offered a discount on next service, but that's not acceptable to us.Business response
06/27/2023
***** has been a long time client, and we never had any issues, even though more than once she canceled last minute, without being charged a cancelation fee (I have all the messages and would be happy to share here if needed).
Last time we cleaned her home was on May 31st. As usual, I emailed an invoice for payment - payment is always due upon completion, but ***** never pays the same day, she usually takes 5-7 days to send payment.
On June 3rd she sent me a text message saying she was going to send payment. No complaints so far.
On June 11th (11 days after the service) she sent me an email complaining about the job. I explained to her that I had already paid the cleaner based on the rate I usually charge to clean her home, and that I would give her a discount on the next service.
I have all the messages and emails we exchanged - I haven't received the payment yet.
Customer response
06/28/2023
Complaint: 20244838
I am rejecting this response because the cleaners were three hours late without any warning, and the house was not cleaned thoroughly, and that is an understatement.Dishes in sink, trash wasnt emptied, just basic things that the company usually handles. There was absolutely no reason for this lack of service.
I should pay for services rendered, not offered a discount for the next service, ESPECIALLY as a long time client.
My parents and in laws were in town. My sons 18th birthday and graduation were that week, I retired from teaching, and the week was crazy busy.
Sincerely,
**********************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.