ComplaintsforCapital Coast Cleaners

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th I had to pay upfront for cleaners to come to do a deep clean to my house which would include the inside of the refrigerator and stove. The cleaners were supposed to arrive at 1130am on July 6th. They didn't get to my house until 1pm and smelled like Marijuana. I did the walk through with them and let them know that dusting, baseboards, a deep clean of the bathrooms, and the kitchen was my main concern. My ******* has really bad allergies so the dusting was especially important. They did a horrible job cleaning and tried to fix it while they were here but it was so much they missed that I didn't want them at my house any longer because it was clear they couldn't reach my expectations due to one of them being a new cleaner from what the "head cleaner" told me. They left the top of the stove dirty, didnt clean the refrigerator properly, left things dusty, didnt clean the toliet well, etc. They also damaged my stepsons night light and failed to disclose it to me. I reached out to the company after receiving several emails and texts about how my service was. The person I spoke to was very rude over the phone not wanting to hear my complaint and started making up lies that I was sexist, rude to their cleaners, and harassing them. I'm in a high-risk pregnancy which is why I couldnt do the deep clean myself due to bleeding risk. It was 2 big guys that came to clean my house who are strangers while I was home alone so how does it make sense that I would be rude or harass them? I barely spoke to them outside of giving them instructions on what I wanted done and expressing my dissatisfaction with the service. The company expressed that they won't refund me anything and has been trying to assassinate my character in response to my negative review of the company with lies to save face. This has caused me a tremendous amount of stress and I wish to be fully refunded.

  Business response

  07/09/2024

  Attached are a few of the harassing texts that were constantly being sent to our office staff, we have already informed ************** that since she violated our harassment policy towards our staff she will not be receiving any remediation for her services. When our techs showed up they were subject to her rude and discriminatory statements along with an attitude that anything they did was wrong. Our techs stayed on her property for a extra two hours after they were finished to try to appeal to ****************** unending dissatisfaction. After being rude with them she was rude with our staff attached are snippets of her harassing messages from Yelp, so much so we had to report her to Yelp and block her on the platform. She will NOT be receiving any refund or other actions from our company. She is blocked for all future communications and services, maybe she should work on her demeanor towards service workers before being rude and making up stories to push her narrative. 

  Customer response

  07/09/2024

  I am rejecting this response because: This man is a liar and a scammer. He is making up things in an effort to defend not giving me a refund. It is clear that they charge their fee upfront so that when/ if the customer isnt satisfied they already have the money and dont have to rectify the situation. I only spoke to the men who came to clean my house on the walk-throughs. They got to my house smelling like Marijuana and I am currently pregnant and high risk so I stayed away outside of the initial walk-through and when I was to look their work over when they said it was done. I was home alone with 2 large male strangers while pregnant it makes no logical sense that I would be rude to or harass them. When they were "cleaning" upstairs I was in the living room downstairs watching tv. When they were in the kitchen I was upstairs looking things over then when they had to come in the living room I went into my office. I avoided these men until I had to talk to them to express my dissatisfaction. I received SEVERAL emails and texts asking me for my feedback to which I responded to. The text said to call the number if I had any issues. When I called noone answered the phone. When a man called me back and I tried to express my dissatisfaction with the service I received he cut me off when I was talking, raised his voice talking over me, and started making up the lie that I was rude to the cleaners and sexist which simply isn't true so yes I hung up the phone. That conversation was making me upset and with my medical situation I shouldnt be upset nor stressed. I then made my negative review because it was clear that the company has no regard for accepting feedback that isn't positive and had no intention of rectifying the situation. The company has gone on to post lies in response to my negative review in an effort to discredit it and try to assassinate my character which is absolutely ridiculous. I am a disabled veteran and current military spouse who is kind an courteous to everyone I encounter especially service people and it's sad and disheartening that a company would blatantly make up lies like this about me to avoid issuing a partial refund. It's unprofessional and shows their lack of integrity. 
  

  Business response

  07/10/2024

  The customer violated our policy for harassment. We advise she change course and attitude if not for her for the sake of her health. She is a small angry person trying to dimmish the reputation of a local business by review bombing our company on various platforms. She unfortunately has had no affect to us and actually has spurned our local community, we have also reported her online allegations and harassment to the appropriate bodies. Such a shame that this much energy is wasted by a narcissistic liar, there should be a law for people like to plant a tree for all the oxygen they waste, but alas, we will not engage any longer with this person, as the old adage goes " misery loves company". 

   

  Copy of our harassment policy that is viewable on our website. 

   

  Customer ******************************************** is committed to providing a safe and respectful environment for our employees. We believe that all staff members should be able to work without fear of harassment or abuse from customers. This policy outlines our zero-tolerance stance on harassment and the steps we will take to protect our staff.
  Scope:
  This policy applies to all interactions between customers and employees, including in-person, telephone, email, and other forms of communication.
  Definition of Harassment:
  Harassment includes, but is not limited to, the following behaviors:
  Verbal abuse, such as shouting, swearing, insults, or threats.
  Physical aggression or threats of physical harm.
  Unwanted sexual advances or remarks.
  Discriminatory remarks based on race, gender, religion, sexual orientation, age, disability, or any other protected characteristic.
  Persistent or aggressive requests that go beyond reasonable customer service inquiries.
  Policy:
  Zero ************************* has a zero-tolerance policy towards any form of harassment. Any customer who engages in harassment will be addressed promptly and appropriately.
  Reporting Harassment:
  Employees are encouraged to report any incidents of harassment to their supervisor or manager immediately.
  Reports can be made verbally or in writing.
  All reports will be treated with confidentiality and respect.
  Response to Harassment:
  Upon receiving a report of harassment, management will investigate the incident promptly and thoroughly.
  Depending on the severity of the harassment, the company may take actions including, but not limited to:
  Issuing a warning to the customer.
  Restricting the customers access to certain services or staff members.
  Terminating the business relationship with the customer.
  In cases involving threats of violence or illegal activities, the company may contact law enforcement.
  Support for Employees:
  Employees who experience harassment will have access to support resources, including counseling services if necessary.
  Employees will not face any retaliation or adverse consequences for reporting harassment in good faith.
  Communication of Policy:
  This policy will be communicated to all employees and customers.
  Notices outlining our zero-tolerance stance on harassment will be displayed prominently in our business locations and on our website.
  Conclusion:
  Our company is committed to ensuring a respectful and safe working environment for all employees. We appreciate our customers cooperation in maintaining this standard and will take all necessary steps to enforce this policy.

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