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:01/02/2024

  Type:Service or Repair 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.

  I purchased a Groupon for this company to do some work at my Mom's home. An estimator came out and my mom agreed to the estimate and a verbal agreement was made as to what will be pressure cleaned. She hired him and a date was set for cleaning 12/18/23. When the washer showed up, he started the work without even knocking on the door to let her know he was there. When she realized he was outside, she went to speak to him and he did not speak any english. . About 30 minutes into the cleaning, my Mom calls me upset because the cleaner was not cleaning the areas that was discussed. The office lady named **** contacted my Mom to find out how everything was going and when my Mom explained she informed her that the cleaner was a mansion cleaning professional he will get back to those areas. My mom calls me an hour later complaining so I contacted **** myself to let her know my mom was upset. She said my Mom was walking behind the cleaner, if he stopped to drink water she said why you drinking water and she's telling him how the pressure is too low and she was being difficult. She told me, it will be done, So I told my Mom leave the guy alone. When he was done, the work wasn't completed, **** now being rude disrespectful was threatening me, I need to pay her money and the job is done. We waited until the job was done to complain when we should have said something in the beginning because we never intended to pay. Mom started to complain within the 1st 30 mins and several times thereafter and now accusing us of intentionally getting the job done so we don't have to pay. Absolutely incredible. Even after the guy didn't do the job right my Mom tipped him. I called **** to have someone come back out. I sent her pics/videos of the dirty pics and since she has an answer for everything she claimed the areas couldn't be cleaned because the dirt been there for too long (my mom cleans yearly) so I took my pressure washer and video myself cleaning the area and it came out perfect.

  Business Response

  Date: 01/04/2024

  Our terms of service are clearly outlined in our service agreement provided in the customers estimate . They state key terms such as the responsible party must be on site during service or prepay if they will not be on site . We also state that results vary and that payment is for execution of services . Customers do have a no charge retouch service provided that they call within 10 days to touch up any missed or harder to clean areas that *** need a second pass . We also detail exactly what we will be covering on our estimate . We state that payment is due by 5 pm and we call when the tech is almost done to walk through the areas with the responsible party and make arrangements for the type of payment . We are very clear in these statements because in the service industry there is alot of subjectivity and many times unrealistic expectations. This is why we explain the payment is for the execution of service- not the results  and we offer a customer service visit for touch *** at no charge 
  The customer who called to schedule the work is the daughter of the homeowner . The daughter was not present at the service site. Meaning that per our policy if she is the responsible party, she would have had to prepay the service . Instead we were told the mother ( home owner ) was the responsible party . 
  
  
  However , when the end of day came around and we called to arrange walk through and form of payment we were told that they will not be paying anything until the daughter came home from work to decide on the work and on what we would be paid and that the tech would have to wait or they would simply pay later ( violating agreement )
  
  
  At this point the conversation became uncomfortable because there was no clear understanding of who the responsible party was and And the wording was that they would determine what to pay - not what they agreed to and alluding to our price being high. All of which is Irrelevant to the fact that they agreed to our service and to our pricing . 
  
  
  No one threatened the customer at any point, we simply reminded the customer about the agreement and how it is not fair or reasonable to claim that they would just determine an amount after a tech spent an entire day dedicated to their project. We also questioned why if the work was so poor that they would be denying their payment , why would they allow him to work all day instead of calling to stop or cancel the service. The customer replied that they did call. 
  
  
  The customer did call once as stated by their own message and asked *** why he did a bad job on the wall . At that point in time the technician  had not done the wall so it was explained that he had not even started that area yet so it was not a bad job , he simply had not touched that section . The customer was then present the entire remaining part of the day and did not make any claims of a poor job for completed areas . 
  
  
  Per the customers own statement , the homeowner was in fact touching very powerful commercial equipment , yelling at the technician , telling him in which order he should work. Mocking him for drinking water , Telling him what water pressure he should be using , asking him to clean areas not outlined in the agreement . All of this makes it very difficult for a professional to work , and additionally is a huge danger and liability to our company . 
  
  
  All we explained to the customer was that he is an experienced worker and does perform work in many high end residences and they always leave positive feedback and ask him to return and that he knows the best order of the service. He truly has never had a complaint with our company . The customer continues to bring this up as something negative ( he works in mansions) that was simply to put their mind at ease that he is trusted in many projects ( hotels, estates ,etc ) of high caliber with no issues . 
  
  
  We completely understand that his experience  does not mean he cant miss an area or that he is free of mistakes .
  
  
  The biggest issue came from the threat of no payment before we even collected it, the changing of responsibility between the mother and daughter , not adhering to our service agreement . Stressing ************** to a point where he definitely *** have missed some areas . This is not the way we handle our business .  We are clear in our agreement and adhere to it to avoid issues like this - no one being responsible , the person making decisions not there to see whats happening . Telling us the price they used to pay another person after agreeing to our price and hiring us. This is extremely condescending and humiliating because the treatment was that we are the second class citizens ( the workers) and therefore all agreements go out the window if we dont do as were told even if going outside the scope of work- or withhold payment . That is abuse of service . 
  
  
  
  
  As explained to the customer, the services as described were performed despite extremely stressful conditions to ************** . Techs also have rights to a reasonable work environment and they should not be threatened with non payment for subjective or unreasonable expectations - even if some areas are missed or not to expectation, they would not amount to the entire dollar amount of the service. There is proper protocol to handles such disagreements . 
  
  
  It is very easy to maintain a professional service if common rules were followed . 
  Have the responsible party there ( whoever agreed to the service and price and will pay at the days end ) 
  Allow the tech to work . If there is an issue with the results in a competed area, call customer service or cancel the service at once 
  Once service is executed , make payment as agreed before the technician leaves , not decide to pay later or when you deem is appropriate 
  If there are areas that you see need more attention after the service, use your walk through and free touch up to address it . 
  
  
  
  We maintain that we can return for a touch up service of any missed areas at no charge with an appointment- for areas included in our agreement .  If the customer would like to schedule a retouch service , we are happy to do that . We do however require that the daughter ( who seems to be the decision maker) is present and that issues are relayed to our company or to the tech without constant harassment or interference with our machinery . 
  

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21084078
  
  I am rejecting this response because:

  1. My Mom hires companies all the time and makes her own payments with no input from me. She's an elderly woman whose well educated, highly knowledgeable in servicing her property as well as her rentals. She knows how to pressure clean, which nozzles will do certain jobs and what is expected upon a job being finish to with satisfactory results and she takes care of her own business. She just a little older and no longer able to do it herself but I don't want no one taking advantage oh her at the same time.  I am not the responsible party, My Mom is the responsible party not me. The only reason I got involved was because I recommended you guys for a tile and grout cleaning. She took a chance on you for the pressure washing job only because she assumed maybe you guys would do a good job on the outside as well. But instead she kept calling me starting within 30 minutes of the start of service. If the job was done properly my Mom would have made the decision to make the payment on her own for the services provided. The only reason she wanted to wait on me was because she couldn't believe the company was requesting payment for the job that was not completed. She was highly upset so again you guys forced her not to want to make the decision on her own for the release of payment. If this job was done correctly, she would have paid without me. You have to be in my Mom shoes, would you want to hand over $700 for a job not completely, then how can you not understand her position. 

  2. Did you not see the pictures attached? Can you honestly tell me that  these pictures are acceptable in your eyes as a completed job. I couldn't send you to much pictures but what I sent absolutely tells the story of how you left my Mom's home upon completion.

  3. Your office lady did not say anything to me about doing a walk through of the property. She just wanted the money, would not wait a minute longer for me to arrive. She clearly stated, we did our job and now we need to get paid. I contacted *** to set up the estimate so he walked around with my mom to get an understanding of what was to be done. In the midst of all this talk, I asked **** to allow me to speak to the person who gave the estimate for my mom, because he was the one who knew what the agreement was on what would have been cleaned during the service. She stated that *** is not the company and has nothing to do with it and I don't need to talk to *** cause she's the boss. I'm in business with her but I was not in business with her because I didn't know her. My mom didn't speak to her, my mom spoke to *** so *** should been the one to clear up this confusion. I didn't know this lady, all I knew was she was contacting me through the office.  So if she wants to be the boss then she needed to know what needed to be done and take responsibility for what has not been done. You can't cover up work that was not be done and overlooked by justifying it with the excuses such as "the area can't be clean cause the dirt been there for so long" when I clearly showed her in my videos that it could be cleaned. Maybe it's a typical excuse because she does not know that cleaning is done yearly so no mold can be permanently stained if cleaning is done yearly. Did you see the videos not attached to this complaint but sent directly to the **** ****. I am the one who contacted her after she had time to review because since never initiated a call back or response to my video. and that's when she told me about a "protocol". A protocol she did not share with me until I sent the video in which we can walk through and go over the undone areas for a retouch. That conversation was on 12/22/23 with a request for someone to come out and look over the property and to schedule the the touch up and I received the no response from her so that's why I contacted BBB. If you really wanted to work with me and to do the requested touchup, why wouldn't you have contacted me in good faith to make things right and set up that appt.

  4.  I do not know who is actually responding to this complaint because clearly they are misinformed on what happened that day. So for enlightment, we were denying the poor work service from the very beginning so to imply that we made him work all day and waited until the end of the day to complain is a false accusation. Again, my mom called me within the first 30 minutes of the job to tell me  "****** this guy is skipping over all the work to be done. He's already on the backside and he didn't do the walls or the pool border". She spoke with ****, **** told her not to worry because he is going to come back and finish the areas that he skipped over.  She called me a 2nd time about 45 mins later to complain about more missing areas and I contacted **** myself and she gave me the same response. Leave him and he will come back to it. I called my Mom and told her to leave him alone until he is completely done because thats what **** suggested. So we did not call her back as per her instructions that it will get done. So at the end of the day when she called me again when payment was due and she didn't want to pay, it was because he never came back to do the areas he skipped over as **** kept saying throughout our conversations.  On top of it, my Mom has shutters that are considered her security. There are always hard to close so they have been closed for years and your guy went opened up the shutters which we couldn't understand why. He claimed he was cleaning the window that was covered up by the shutter. Please help me understand, if he wasn't cleaning the areas that was part of the agreement why would he unlock my Mom's shutters to clean the window that was not part of the agreement. So now the shutters were left opened and she wanted him to close it back. We requested for him to lock the shutters before he left but **** said it doesn't matter and the shutters have nothing to do with payment. So she felt it was okay to just unlock a shutter that was locked for years and just walk away and not lock them back as you found it. It was always hard for us to manage to lock them and until now it's still left unlock. So thank you for taking away that sense of security from my Mom. We went through a lot with your office that was very exhausting and frustrating. So it's your job to find the truth about what really happened instead of passing on the blame to us so you need to speak with **** because I don't know who is responding to my complaint, but **** knows what she told us and when the initial complaint was made and the conversations we had. 

  5. No one threatened me, ok but am I responding to **** words in this complaint because here are some of her words to me. We did the job you need to pay us now. I have your IP address and you will have to pay cause I will come after you. You waited until the job was finished to complain because you knew you weren't going to pay. I don't care, I don't need to know anything else you better pay us.  I'm not playing around with you, you need to pay us now we are not waiting on you to get to your Mom's house. We sent you a binding address and we finish so you owe us the amount in full.

  6. My mom did not touch any equipment belonging to the company. She has cameras all over and we can view the cameras in its' entirety to see where she touch the equipment. That's just absurd she would never touch your machinery. 

  7. You can do high end mansion properties all year round, my Mom's property is her mansion in her own rights. Do not think it's ok to do a good job for properties that pay top dollars, cause when I last checked $700 is not ***** change, it's the most she ever paid for pressure washing of her property. I just don't think it's ok to do any half job because it's not what you consider to be a mansion or high end property. She deserves as much of respect to get a clean property after services just as do any of your high end clients.

  8. I don't know of her telling **** of the amount that was paid. But I will tell you that she paid less than $300. last year and your service was $700 so to say that it's condensing and humiliating is absolutely absurd. You can only feel that way if you guys were charging her a cheaper amount but she paid over 2x the amount she normally pays so how do you fell that's undermining your services. In my eyes that shows that you are a 1st class company by charging the fee that you charge so the work should have been 1st class service so we shouldn't have to go through this whole back and forth and complaints. It should have been a smooth transaction if you guys sent someone to her home who was qualified or cared to complete job to the best of his abilities. Life is not about taking money from customers especially senior citizens and not owning up to making sure the service was completely. We all work hard for our money and deserve to spend it in a way that will make us happy at the end of the day. You need to have compassion for an elderly woman who is upset about her the services provided and do everything to make if right. Your offices did the opposite. Your office accused my Mom of working him like a slave and asking why he's taking a lunch break when she offered him chair to sit on when he was going to sit on the floor, she gave him a tip even after being unhappy with the work. Your office boss lady is unbelievable, you need to record conversations to really see how she talks to customers.

  9. Lastly, I don't want to keep going back and forth because this whole situation was not suppose to be happening. My mom never said she wasn't going to pay, she just said she wants me to see what you are requesting money for, work undone. But she gave you your money that same day whether is was 30 minutes late. She is still left with a property that does not look like it was pressure cleaned less than a month ago. We would like someone to come out and retouch the areas that was not done. I am not the responsible party but I will be there because I don't want the next person accusing her doing things she clearly did not do. Even though our cameras are our proof but I still would like to deal with someone respectful and customer oriented to make the resolution as easy as possible.

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

  Business Response

  Date: 02/08/2024

  *****************;

  Business Response

  Date: 02/15/2024

  It seems my last response was not properly transmitted and only shows my name. Here is the message : 

  We have restated our policy that the customer agreed to. The customer continues the back and forth with their version of the issue. Either way, the policy applies that the customer has a right to call in for a retouch to cover any areas that *** need another pass of cleaning. we cannot however endlessly reclean the areas over or go beyond the detailed scope of work as some concerns are subjective or outside the scope.  The customer *** schedule a retouch - subject to availability . How does this not solve their concern?  The customer knows this ( was informed of this prior to the complaint and continues to respond restating their version of the events . )The customer is being unreasonable, personal and seems not to want to adhere to clearly indicated guidelines, work description and terms they agreed to. 

   Below are our terms : 

   

  -PAYMENT DUE PER DAY OF SERVICE AND SERVICE PORTION COMPLETED.
  

  - DUE AT END OF EACH BUSINESS DAY  BY 5:00 PM
  

  - PREPAYMENT REQUIRED IF RESPONSIBLE PARTY CANNOT BE PRESENT  FOR ENTIRETY OF SERVICE. 
  

  - MATERIALS MUST BE PREPAID AND ARE NOT REFUNDABLE. ADDITIONAL MATERIALS MAY BE REQUIRED AND WILL BE BILLED WITH PROOF OF PAYMENT.

  - BUNDLE DISCOUNTS APPLICABLE TO FINAL PAYMENT AND CONTINGENT TO EXECUTION OF ALL DESCRIBED SERVICES

   - NOT CONTINGENT ON REVIEW POST SERVICE TIME.

  - PAYMENT IS FOR EXECUTION OF SERVICES. RESULTS MAY VARY 

  - 10 DAYS FOR CUSTOMER SERVICE MATTERS AND ONE RETOUCH SERVICE   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21084078
  
  I am rejecting this response because:

  Before you say I didn't request someone to come out, see the attached text of me asking for someone to come out within the 10 days and it's now nearly 3 months later. I not arguing with you but you kept insisting I'm the problem on false accusations. If you want to come out, you can schedule with me at ************. If not, thank you for the services you provided and I'm done.

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

  Business Response

  Date: 03/05/2024

  The customer just needs to contact customer service and schedule a retouch service, within the scope of work and be available during the service, if they are the responsible party, to ensure work is progressing as needed. This is the protocol and this has been communicated. All we need is a phone call to schedule the appointment for the retouch.  

  Customer Answer

  Date: 03/10/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 7/31/22 a worker from the Fresh Cleaning Management Company came to our condo to clean our floor tile. We paid him by check $250.00 for the job. Without permission, after finishing the job the worker went into our kitchen and wrung out the mop in our kitchen sink, and poured the filthy cleaning liquid into our kitchen sink. After he left we noticed dark marks all over the sink. *** from FCM came out and used a strong abrasive to clean the sink. When he left the sink was wet and shiny. When the sink dried the marks reappeared. We contacted *** again and emailed him photos and he asked us to get an estimate for a new sink. We got an estimate that he felt was unprofessional so we went to ********** and emailed the new estimate. We have an older sink that now looks filthy because of this company. **** from FCM became nasty and accused us of giving permission to the worker to use the sink. They now will not return our phone calls (guess my name comes up so they don't pick up). Not the main issue here is our floor which becomes filthy in high traffic areas very quickly. This never happened before. This leads us to believe that he might have used a strong abrasive on the floor tiles. We are wondering if they have the proper license for the chemicals that they use and store. We are seniors who have been very upset about this situation.

  Business Response

  Date: 01/10/2023

  We regularly clean floors using this process. Day in and day out and have never received feedback of this type of damage caused by our products or all customers would say the same thing. We use the appropriate materials for tile cleaning. Either way, when the customer expressed that the sink was stained by our tech for using cleaning products that should not cause damage or staining we in good faith said we would attempt to clean it , despite not having any proof that this was caused by us and the unlikeliness of the claim. We went and personally cleaned the area with great improvement . The customer was still dissatisfied and asked us to reimburse part of the sink. The sink was already aged and with significant wear so we asked them to be reasonable with this request. We only received one image of a price tag from Lowes . No proof of actual payment for the sink and an estimate from a generic internet template with no credible name or address for a plumber . Also no proof of payment for any services paid . We explained that seeking reimbursement with such little documentation especially in the circumstance in which there is no proof we even caused the damage is unreasonable. We need a real receipt a real estimate or corporation that we can verify and then agree to a price in good faith. none of this is in our terms of service and we are acting in good faith but a sticker price image and a questionable quote are not enough to expect us to pay. Then the customer attempted to say the floor was somehow getting dirtier months after we cleaned it insinuating somehow we have caused a floor to soil easier which is impossible. It makes us concerned the customer is just attempting to file claims against the company . 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18626782
  
  I am rejecting this response because: We sent the BBB and the cleaning company photos of the quote from ********** for the installation of a sink and the cost of the sink. That is the formal quote that they requested. The cleaning company has mentioned that our emails go to spam. I sent a large packet to the BBB with everything in it. Perhaps they can share the info that's in there. I would email the cleaning company, but I am afraid that it goes to spam. We do not have receipts since we have not replaced our sink at this time. Maybe you do this work all the time but does your worker have permission the pour filthy water down someone's kitchen sink? I don't think so. As mentioned, the floor is not the issue. Sorry I even mentioned it. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/24/2023

  The customer continues to want us to accept that our tech did something that we have no history of complaints from anyone prior stating that he has done this. The tech states that he did not pour anything in the sink. We have acted in good faith and cleaned the sink and based on the images sent by the customer and what we physically saw in person, it does not appear to be a damaged sink to the point of needing replacement.

  The stains shown in the image are faint can easily be attributed to wear, water and age. The accusations on the floor ( that I understand he is retracting now) coupled with the image of a sink not in terrible condition, coupled with the fact that the tech does not agree that he did this, coupled with the fact that no other customer has made this type of complaint, coupled with the fact that the sink has not been actually replaced ( indicating no true urgency or extensive damage) make it a little bit unreasonable to expect that we would just take on this expense without any concrete indication that - A. we really caused damage to the sink or B. that the customer truly has has to purchase another sink because their was actually damaged after our service. 

   

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18626782
  
  I am rejecting this response because: We have complied with their request to obtain a more formal quote for a new sink and the cost of labor, This information was sent by email and recently by certified mail. *** would not have requested this if he did not feel that we were deserving of at least some payment for the damage. He wanted something in writing that could be presented to their insurance company. Although we have an older sink it never had dark streaks. Those are not water stains. My husband saw the tech at the sink from another room and it was too late to stop him from pouring the filthy liquid down the drain. The tech is afraid of being fired so he is not telling the truth. We feel that we should be given a portion of the cost of a new sink or at least our money back for a bad job.
  
  Sincerely,
  
  *********************