Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/24/24 I hired the business to do the same exact cleaning job as they have done for many years. The jobs were ALWAYS charged PER JOB, not per hour. When I called to make the appointment I was told that the price would be $150 instead of $120 due to increased price of supplies, which I had no objection to. The cleaner began working at approximately 2:00 p.m. She cleaned the master *************** which are SMALL and then told me that she had to leave, leaving my kitchen, living/dining area, guest room, and guest bathroom untouched! I contacted **** from the company and said what is going on?? He insisted that he told me that they now charged on a hourly basis, which HE DID NOT.He did mention that from what I expected to be done, it would take about 3 hours with NO mention of extra $ for hourly rate. We went back and forth and I told him that either she had to come back, with no extra charge, or refund my money. His answer was to have her come back for another 3 hours and charge me another $150!!! He said that he had a video of the condition of the ******************* which I was never told about. He inferred that my house hadnt been cleaned since January, which is false because I cleaned it myself. The only thing that was dirty in my bathroom was an accumulation of DUST. She took about 2 1/2 hours to clean a SMALL bathroom and another half hour to clean a small bedroom, which is preposterous because the previous cleaning person cleaned the entire house in 3 hours!!! Perhaps she was instructed to milk the time because of the hourly rate. Its like someone agreeing to detail a car for a flat rate and only doing HALF of the car!!! I am incensed and I want this rip off to be resolved to my satisfaction. Either refund my $150 or finish the job, which shouldve been finished as any other prior cleaning within the same time frame. Its not my fault that she was slow and couldnt clean my whole house!! This is bait and switch and unscrupulous!!

  Customer response

  07/02/2024

  Re CID ********, I wish to add the following statements. I have attached my photos also...

  Although ***** from Bittencourt insists that he told me about the hourly rates that the company would now be charging, the ONLY mention of 

  HOUR was his calculating that it should take about 3 hours to accomplish cleaning my WHOLE house , WITH THE SPECIFIED details of what I wanted to have done. There was NO mention of extra charge per hour if the house wasnt cleaned in 3 hours! There never has been !

  When I questioned why he was asking me for details,  when the company had specific notes on my record for years, he vaguely answered that the company didnt have them anymore. 

  The specifics of what I wanted done DID NOT  include : TAKING APART & CLEANING the portable fan on my bathroom vanity, CLEANING the wires in back of the 24 tv mounted on the wall, or cleaning the shower chair!  She also chose to clean every speck of dust on the few small pictures on the 2 small wall shelves. Yes there was DUST accumulated from dust mixed with the condensation from the shower. 

  ANY cleaner who has come here has lightly dusted  the 2 small shelves, the  the few small pictures and perfume bottles, and that was it! Nobody has ever spent extra time to thoroughly clean the velour on the back of the pictures. The bathroom was CLEAN except the dust! What she shouldve done was clean the normal things: shower, shower doors, toilet, sink , vanity, mirror , and floor.

  I happen to be a clean freak myself, and I recently cleaned that bathroom with the exception of the personal fan and behind the tv .  I hadnt gotten to it yet. 

  Again, she was not instructed to clean  anything other than what I told her when we did a walk through when she arrived. We communicated via ****** translation English to Portuguese as she doesnt speak English!

  It took her approximately 2 1/2 hours just to clean my bathroom!

  She made my bed, dusted 2 dressers and 2 night tables, and washed the floor. I had washed and folded all linens and blankets for her to use. Before she came, I removed all extraneous items from the vanities and dressers to make cleaning easier AS I ALWAYS HAVE DONE!

  She cleaned 240 sq feet in 3 hours, which consisted of a SMALL bathroom and dressing area and a SMALL bedroom. EVERY other cleaner that *** hired from this company has cleaned my whole house in that time, and took a small amount of extra time, if necessary, to finish with NO ADDITIONAL CHARGE! This company has gone from a reputable, trustworthy company to a greedy 

  RIP OFF for customers.

  I want my $150 refunded so that I can hire a cleaning company that wont rip me off and will clean my whole house for the price mutuality agreed on.

  Im going to try to send pictures. If Im not successful, Ill let you know.

  Thank you SO MUCH for your assistance in this matter.

   

  ***************

  
  
  

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