Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked carpet cleaning services with MAK. They rescheduled for Jan 11th. The tech was supposed to clean called & tried to make up an excuse as to why he needed to reschedule again. I told him that wouldnt work and I would book elsewhere since I cant keep pushing large furniture around. I tried to call the owner before the tech arrived & he didnt answer, so I texted him with no response. The tech came (something tells me the tech was actually the owner, . He refused to wear shoe covers when I offered them (documented on my entry camera.) I had to run to the ********** said he had at least an hr, so I told him I would be back before then. He was in a hurry to leave before I returned & refused to wait. The carpets were left in awful shape. There was black soot all over, green confetti smears, pet treatment was not done, he was also supposed to do the bottom entry grout cleaning & didnt & scraped up the floor in the entry. I texted the owner on Jan 12th to let him know they needed to come back and fix everything. On Jan 12th they stated VIA Text Also no need to make a payment until Wednesday when we come and re-ro Then on Jan. 15th they demanded payment in advance of redoing the carpets. The owner proceeded to make threats VIA text including putting a lien on my landlord's property. The owner said my carpets were in terrible shape which simply was not true, as I even sent them photos of my carpets on Jan 9th as proof. On Jan 16th my neighbor called me. She informed me they parked across the street & walked over to my home and were stalking/taking pictures of my home. I have since noticed the earrings in my nightstand were missing. I told them to stop contacting me however, they continued to do so. I should not have paid them, however I wanted the harassment and stalking to stop. They denied my payment through their payment link but continued to demand payment & threatened a lien on my landlord's property (even though it is past the States Deadline.)

  Business response

  07/02/2024

  Hello,

   

  First of all, we haven't return to the address after the job was completed and absolutely have not taken anything from the property (she should be ashamed to say that).

  Second, we haven't rescheduled the job, in order to schedule a job, you have to have the estimate approved and then put it on schedule. Estimate was approved on the 10th at 9am and if she cannot expect us to be on site at 10am. We do have a lot of customers and we already had that time frame booked the night before estimate was approved.

   

  Third, she was left the apartment right after we showed up (carpet was mess and extremely dirty) so how can she saying we didn't pre vacuum or didn't clean properly. We did everything we can on the carpet, and by the way we don't give any guarantees that all stains (including pet stains) will be successfully cleaned.

  We politely accept to go back and reclean and said we don't require payment until the day we need to go back and reclean it. She refused to pay us and she was the one who booked with us and not the landlord (probably she collected money from the landlord). How can we reclean something that we weren't even paid for???

  Few pictures (screenshots) from the conversations between us and the ***** are attached, we have the full conversation to prove it.

   

  Thank you

  MAK Cleaning LLC

  Customer response

  07/26/2024

  They are correct that they have not returned inside my home after the supposed job was completed however, they came on the date previously stated where my neighbor witnessed them taking pictures & trying to look into my windows. 
  
  As stated I can not confirm as I did not personally witness items taken, but their "tech" was the only one in my house when my property went missing. He also tried to leave in a hurry knowing I was a couple minutes away. 
  
  They are not telling the truth as we did have a rescheduled job, and they stated payment would be due upon fixing their mistakes. Then the owner demanded payment in advance & proceeded to make threats VIA text message (Please reference the previously attached screenshots.) I have also reattached them to this email. 
  
  They are incorrect stating I live in an "apartment." (I live in a townhouse.) 
  
  They are not telling the truth by stating my carpets were "a mess" and "extremely dirty" MAK Cleaning received images of the property when I inquired about a quote VIA text message which was provided in the original screenshots. (I can provide more with time stamps if needed.)
  
  They are not telling the truth when they state: "We politely accept to go back and reclean and said we don't require payment until the day we need to go back and reclean it." Please reference the attached screenshots I previously submitted. I am also attaching them to this email. They were not polite, then demanded payment immediately after stating the bill could be paid after successful completion. 
  
  In addition to all text correspondence:
  
  A.  I have recorded a call where the tech for a second time tried to cancel.
  
  B. I have a recorded call immediately following the second call trying to get a hold of the owner. With a follow up text message to the owner which went unanswered.
  
  C. I have a recorded call & texts during the cleaning & when I spoke with the tech regarding being on my way home and him trying to get out before I came back within a couple of minutes. (After originally telling me he would be at my home for another hour.) (I was gone for 30 min)
  
  B. I have "Before" supposed service images & "After" supposed service images which was provided to MAK CLEANING & to the BBB. 
  
  Updates:
  
  I went back to try & review my invoice that was paid however, it looks like they locked me out & canceled the transaction. (I have attached a screenshot here.)
  
  Resolution I would like: 
  
  1. The company to stop making up false accusations. 
  
  2. The company to pay for the entryway laminate damages caused by their tech. 
  
  3. I covered the expenses to have the carpets redone. So I do not want to be affiliated with MAK CLEANING, or for them to put foot on my property again. 
  
  4. No further contact by the business / no stalking / no harassment / no threats / no showing up to my property / no taking pictures of me, guests, neighbors or property.
  
  Thank you, 
  
  -Nicki

  Business response

  07/29/2024

  Hello,

   

  First of all we are not the one making accusations here, we don't lie and have all conversations recorded and all text messages save so we will see who is telling the truth here. Second, again repeatedly we never returned and looked over the windows ee have jobs on our schedule and not have better things then losing out time to go back. Third, now suddenly there is laminate damage and that is absurd. Again, we absolutely have done our job properly and did everything we quoted for. They should be ashamed of this. 

   

  Mak cleaning LLC 

  Customer response

  07/30/2024

   
  Complaint: 21891560
  
  I am rejecting this response because:

  Again as provided in previous screen shots & images they are the ones who are not telling the truth. *** demanded payment right away after stating they would make things right & payment would be due after they fixed the job. All documented VIA text. The owner proceeded to make threats VIA text message. Including stating he would make a lien & "He knows how to handle people like me" I have screenshots of phone logs and call recordings of they owner not answering my call the day they originally came out that went ignored. 

  My neighbor was very worried after she saw them park across the street with 2 men and the 1 walking over to take pictures look in at my home.

  The job was done terribly & in some areas not at all. The carpets were left in worse condition, which resulted in time and money to fix their mistakes. 

  I have reattached the image of one area (the main entry closet) which was one of the areas not done AND the laminate damages to this response. The other images previously were provided were of the atrocious & incomplete job. 

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

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