Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stole Money from me. Had Koller clean a condo for us before the owners arrived in June. While cleaning, oneof the ladies hit a $4,500+ chandelier with her long window mop handle and damaged it, causing a section to come down and just missed hitting her. I called the owner of Koller - **** *******, and she came right over and I showed her what had occurred. Of course the woman who caused the damage denied any wrong-doing to her boss. So did her cleaning partner deny the other had damaged it, despite the fact that she had been outside cleaning the patio at the time and couldn't possibly have seen or heard anything inside. However **** said she would take responsibility and I assumed she would. I told her I would be contacting the manufacturer and electrician to see what could be done, and told her I'd keep her in the loop as I heard back from them, which I did. However in August, **** charged my credit card $545 without my permission to pay for the cleaning. Because I had paid her previously for another cleaning (she had my cc #) the bank refused to refund me the $. Finally, in Dec, I received the parts from the manufacturer and called in the electrician to do the repair work. I ended up paying $800 to have the chandelier repaired and sent the invoice to **** in early Jan, asking her to reimburse me. It's almost a month since I sent it and she has not responded. What she had done by taking $ from my credit card without my approval is Theft, but rather than file police charged against her I have been hoping that she'll come honest and repay me. That fact that she hasn't even responded only goes to show that she's a thief. I'd hired her because she was insured, but i doubt she's even reported the damage to her insurance company.

  Business Response

  Date: 01/30/2024

  Dear *************, thank you for your review. We feel sorry that you are feeling we have stolen something of you. Since we have completed your services with excellence, we call this a payment. Koller Cleaning is a more that 10 years in business and never been so outraged this way in public. We are not taking this personal since this was between a delivered cleaning services and something you said our team did broke, which we do not have any proof of that. Anyways, by the time I went to the place at the same day to investigate the situation which clearly was not our fault only because the cleaner was cleaning the windows at the other side of the room. You also mention on the phone at your first call that you were in front of her and did not seeing or heard that her hit that metal peace only secured by a steel wire. That brand new piece of metal chandelier was not securely fixed. Anyways, we had an agreement that you will contact the warranty and keep our company in the loop, which you did not because you were expecting have a free service. Koller had contact you several times (and we have all that proof) and I made it very clear to you that you had to keep us informed, and non a single objective answer from you or any receipt from that you are saying you had paid, which seems very odd.Our guess is that chandelier warranty could sends you a new piece (which was also not damaged), and you also had not to pay for the labor because it was clearly an installation problem.So, if you have how to proof that you had to pay in December 2023 for something please present that **** and we can politely discuss. You can also communicate with our company more politely, either by email, text message or phone call anytime. Koller did not lose a track of the situation as you mentioned and will not accept been defamed.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21218719
  
  I am rejecting this response because: you were sent the invoice from the electrician on 12/30/2023 after the work was completed to do the repairs.  if you don't have it, i will happily resend it to you.

  I kept you in the loop, as much as I was in the loop.

  you charged my cc without my permission in aug which is theft.  i chose not to file a police report but hoped you'd do the right thing. i'm still hoping you'll do the right thing.

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

  Business Response

  Date: 02/08/2024

  ****************** we never receive any copy of your invoice . I guess you should call the police if you want . We are glad to pay you in front of the law if this is a determination from them with proofs. Also, you can send us this bill please. 
  [email protected] and [email protected].

  Regarding the payment :

  Your credit card information was given to Koller by you to provide a payment of a services rendered. Many times we sent the invoices regarding the completed services you had . You are saying we had broken something , which the police will have to investigate from now on . 
  Once again we are not afraid and based on your behavior we only follow the rules by the law from now on. 
  

  Business Response

  Date: 02/09/2024

  After reviewed, the Koller board decide to pay and have peace of mind. We don't believe this customer is an honest person, since she kept ** out of the whole situation when since the beginning our agreement was keep us advised and she never did that. Also, sent a print saying she send us the *************** invoice, when we never had access to that it's a red flag for us. We really never, ever received that or even a text message or a call from her. The accusation of stole was her preferrable communication which is another big red flag. Anyways, this is all about money! And she will have it soon.

   

  We will pay by check named to her company send to the address posted above. 

  Customer Answer

  Date: 02/15/2024

   
  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.
  
  Sincerely,
  
  ***********************