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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 11, 2022, I hired Vals cleaning services in *******, ** to clean my apartment. The cleaner arrived 34 minutes late. After she left, there were black stains in my sink and on my stainless steel faucet in the bathroom and kitchen sink. I contacted the company and they told me the cleaner claimed these existed before. They did not. They damaged my home and will take zero responsibility for it.
Business response
05/10/2022
Consumer Name: Cliffe, ********Type of Service: Super Deep CleaningTime of Cleaning: 9:00 amDate of Service: 4/11/22The Cleaning Technician arrived at the client's home at 9:22 am due to a delay in the public transportation and was there until 1:04 pm. During her time there she completed our signature service known as the Super Deep Cleaning (sweeping, mopping, dusting, polishing, and vacuuming) + fridge + oven + baseboards + interior windows, + cabinets + drawers. That same day even before calling the Company, the client posted a great review for the tech on Yelp. However, reached out to the Company a few hours later informing them that she found staining on her sink and other damages after the tech left.That same evening, the technician came to the office for a kit evaluation. When she arrived, we showed her the pictures and also expressed the client's concerns. After evaluating her cleaning kit supplies that same day and taking a deeper look at the pictures, the ************************** determined that all of the products and equipment the technician had with her are eco-friendly and safe to use on home surfaces and appliances.It was also informed to the client that in regards to the sink, our techs always clean with Cellulose Cleaning Sponges that are non-scratch. These sponges are 100% eco-friendly. Since they are non-scratch, they won't leave any marks, scratches, or streaks. She also used ECOS Dish soap and ****** stainless steel cleaner. These products do not contain abrasive chemicals and specialize in cleaning and polishing stainless steel surfaces and are suitable to clean stainless steel fridges, microwaves, sinks, etc. As a professional cleaning Company, we always strive to provide our cleaning technicians with the best quality products and supplies. Our main goal is to provide the best quality cleanings and customer service to all of our clients. However, on our end, everything remains consistent in the statement that the tech did not use anything abrasive to her house or anything to create any damage. Please see the pictures in the attachment. The sink has rust that can only be removed by strong chemicals that our technicians don't use. This rust tends to build up over time.After it was communicated with the client on 4/13 and 4/14 that our Quality and ****************** has evaluated her case and is unable to move forward without solid evidence that the technician is responsible for this incident, the client changed her review even though we informed her we don't use strong nor abrasive chemicals.Sincerely,DessireCall Center OperationsCustomer response
05/10/2022
Complaint: 17055115
I am rejecting this response because: Your investigation was done in your favor. Your tech damaged my home and I am now financially liable for it. Your investigation also has no proof other than your word.
Sincerely,
*****************************Business response
05/13/2022
The Cleaning Technician arrived at the client's home at 9:22 am due to a delay in the public transportation and was there until 1:04 pm. During her time there she completed our signature service known as the Super Deep Cleaning (sweeping, mopping, dusting, polishing, and vacuuming) + fridge + oven + baseboards + interior windows, + cabinets + drawers. That same day even before calling the Company, the client posted a great review for the tech on Yelp. However, reached out to the Company a few hours later informing them that she found staining on her sink and other damages after the tech left.
That same evening, the technician came to the office for a kit evaluation. When she arrived, we showed her the pictures and also expressed the client's concerns. After evaluating her cleaning kit supplies that same day and taking a deeper look at the pictures, the ************************** determined that all of the products and equipment the technician had with her are eco-friendly and safe to use on home surfaces and appliances.
It was also informed to the client that in regards to the sink, our techs always clean with Cellulose Cleaning Sponges that are non-scratch. These sponges are 100% eco-friendly. Since they are non-scratch, they won't leave any marks, scratches, or streaks. She also used ECOS Dish soap and ****** stainless steel cleaner. These products do not contain abrasive chemicals and specialize in cleaning and polishing stainless steel surfaces and are suitable to clean stainless steel fridges, microwaves, sinks, etc. As a professional cleaning Company, we always strive to provide our cleaning technicians with the best quality products and supplies. Our main goal is to provide the best quality cleanings and customer service to all of our clients. However, on our end, everything remains consistent in the statement that the tech did not use anything abrasive to her house or anything to create any damage. Please see the pictures in the attachments the client sent. The sink has rust that can only be removed by strong chemicals that our technicians don't use. This rust tends to build up over time.
After it was communicated with the client on 4/13 and 4/14 that our Quality and ****************** has evaluated her case and is unable to move forward without solid evidence that the technician is responsible for this incident, the client changed her review even though we informed her we don't use strong nor abrasive chemicals. The Company is not responsible for any damages made to the home.Customer response
05/13/2022
Complaint: 17055115
I am rejecting this response because: Im not going to accept an answer where you refuse to take responsibility.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.