ComplaintsforL & L Home Cleaning & Laundry Services, Inc.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called an apartment cleaning company about cleaning a 1 BR apartment in *************** *******. The owner took the call and indicated the price would be $180. Feeling that to be a little high, I told him I would need to talk to my clients. I then looked at that same company's website and found a home cleaning special offer for $80. I accepted that internet offer and purchased the apartment cleaning service for $80 online. They took my money. Then the owner called me angry that I had made an online offer that undercut his quoted inflated price of $180. He then canceled my order and did not refund my money.

  

  Business response

  03/03/2024

  I am writing in response to a recent interaction I had with ************ regarding the deep cleaning service for his residence in ***************.
  On Friday, March 1st, we discussed the various services and corresponding prices available. Following our conversation, you agreed to a particular package, for which I promptly booked and sent you a confirmation.
  However, on March 2nd, you contacted us inquiring about a different package and price. After considering your requirements, I explained that the best-suited option for your needs would be the $180 service. Despite this, you proceeded to book a package priced at $80. Recognizing that this would not sufficiently address your requirements, I promptly contacted you to explain the situation and offered a cancellation and refund, which was processed immediately. Attached is proof of the refund transaction, which was completed minutes after your service booking.
  I understand your frustration with the situation, and I regret any inconvenience caused. However, it's important to clarify that we strive to ensure our customers receive the most suitable service for their needs, which may involve recommending specific packages based on the scope of work required.
  Regarding your threats of legal action and involving the authorities, I assure you that we have acted in good faith throughout this process, and all actions taken have been in accordance with our company policies and procedures. Should you have any further concerns or require additional clarification, please do not hesitate to contact me directly.
  Once again, I apologize for any misunderstanding or inconvenience caused and appreciate your understanding in this matter.

  Customer response

  03/03/2024

  I have attached a copy of the Invoice showing that I accepted the online Special for home cleaning of $80 and paid for it.  The second document is from my bank showing it was paid.  The third document is the notice of cancellation from L&L sent after *************** and the owner called me furious that I had found the online Special.  The fourth document is a new booking I had to create with GoCleanly to clean the apartment when L&L breached the agreement.  The fourth document is confirmation that I paid GoCleanly $210 to perform the work that L&L was agreed to perform.  I believe I am entiteld to the difference in price between what L&L had committed to do the job for $80 and what I eventually had to pay someone else to do it $210 (the difference is $130).   Interestingly, L&L has now changed their website to remove the $80 Special.  That Special is now listed at $180 (discounted to $150 after purchase).  

  Customer response

  03/04/2024

   
  Complaint: 21375179
  
  I am rejecting this response because the explanation does not resolve the issue.   Irrespective of any conversation in advance of the $80 purchase, which I deny I was ever told over the phone that the $80 special was not appropriate for my needs, I purchased a service offered online for $80.  The truth is the respondent canceled that service because the $80 offer was outdated and their website simply had not been updated to reflect the new price.  That is their fault.  If a customer purchases something online for a price you offer, even through failure to reflect updated prices, that is a contractual offer now accepted.  *********** should have to perform the service for that price.  It spoke volumes to me that when I logged back in to their website the following day the $80 special was gone, replaced with a $180 special.  ************ does not honor its contracts rushed at break-neck speed to change their website to cover their tracks. Legally they have breached a contract and I am entitled by law to the difference between the contract price and the price I had to pay for the replacement service I had to obtain.   Although times have changed and this company obviously cares little about its customers, there was a time when the "customer was always right."  In this case, the right thing for this company to do is apologize and pay the difference in price between the agreed upon contractual price and the cost of the replacement service.  

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

  

  Business response

  03/04/2024

  Thank you for reaching out with your concerns regarding the recent interaction regarding our cleaning service. I appreciate the opportunity to address this matter further.
  There was no offer and acceptance regarding the $80 package. On Friday, March 1st, we discussed the various services and corresponding prices available. Following our conversation, you agreed to a $180 package, for which I promptly booked and sent you a confirmation.
  However, on March 2nd, you contacted us inquiring about a different package and price. After considering your requirements, I explained that the best-suited option for your needs would be the $180 service. Despite this, you proceeded to book a package priced at $80.
  It does not make sense now, after you booked the service with another company and paid more, to claim that I should have performed the service for that price. Your agreement to the $80 package seems unreasonable in light of the services required. There is no breach of contract for an $80 service because there was never an agreement to clean your place for $80.
  Respectfully, I urge you to reconsider the situation and understand that our pricing is based on the services provided and the effort required to meet your cleaning needs.

  Customer response

  03/04/2024

   
  Complaint: 21375179
  
  I am rejecting this response because:the law on offer and acceptance is clear in the ****************.  When a company advertises a service and puts it on the internet for consideration by prospective clients, that is an offer.  The law is crystal ************ By selecting the $80 Special and paying online for the service that is legally an acceptance of said offer.  The law on this is equally ************ Thus we now have an offer and acceptance of said offer, which creates an enforceable contract.  That contract was then breached by your cancellation of the contract .   The law is also equally clear on the remedy for this breach.  It is the difference between the contract price and the replacement cost or cost of finding a similar service to replace that which was offered in the contract breached.  The explanation that the $80 Special did not cover the needs is a made-up excuse.  The initial telephone call request was to clean one bedroom and one bathroom in a condo.   The job would have taken less than one hour which is why the $80 Special was later chosen when the telephone quote was $210, without explanation.  Also, it is worth pointing out for the third time that despite the Respondent's willingness to argue back and forth on this complaint all day, they refuse to provide the details of the $80 Special posted on their website or concede that they hurriedly changed their website and removed the Special for $80 after they realized I accepted it.  This is the Consumer Fraud.   The details of the $80 Special, if provided, would support that it was a special to attract first time clients, for a whole house cleaning, which in this case would not even have been necessary because the cleaning request was for one room and one bathroom.   It is a shame that this company cares more about trying to lie their way around their fraudulent conduct than they do just fixing the problem and being honest with a customer.  
  
  Sincerely,
  
  *******************

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