ComplaintsforNuwave Cleaning Solutions, LLC

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When Nu Wave Cleaning cleaned the home we are selling on Friday, 9/1/23, they gouged the wall by the refrigerator and did not clean the oven. Rather than take responsibility, they told me in writing that their staff never makes mistakes, so the photo proof of the stove and the ***** means nothing to them. As a manager myself, it is insulting to claim that the people you manager are perfect. Further, when I walked through the kitchen for my inspection they stationed one of their men in front of the ***** so that I would have had to have ordered him out of the kitchen to see it. If you are foolish enough to hire these people, apparently, you will have to order them off the premises to prevent them using their bodies to prevent you from seeing damage. During scheduling, they told me in writing that I was in "good hands" and assured me all appliances would be cleaned. They did not even bat an eyelid or deny that they failed to clean the oven. They tried to blame me for the damage they created and for believing their lies, because I did not clear them out of the kitchen and out of trusting them did not bother to look in the oven. I can now see that I was very gullible. I hope that the BBB resolves this, because I have been trusting BBB which is how I found Nu Wave. If this complaint does nothing, I will know that the BBB is not worth using, because the BBB steered me to these people to begin with. But I am hopeful BBB will resolve this claim.

  

  Business response

  10/10/2023

  To whom it may concern. I was one of the cleaners that serviced ***. From my understanding after cleaning everything was fine. While cleaning *** showed up with his mom while we were cleaning. His mom walked around the kitchen and pointed out to my worker that the stove was not clean. I replied that I did the best I could while I finished cleaning. After cleaning we had to do carpet cleaning services. I asked the client to walk around home before we started carpet cleaning. The client walked around before we cleaned the carpet and told us he was satisfied with service so we continued to clean the carpet. After we were done carpet cleaning *** went back in to do a walk around and came back to pay invoice. He even included a $75 tip for service. Now 5 days passed after service and *** reached out to us about damage that happened to his home that he wasnt even aware of how it happened. In our email I asked *** how did he know the damage came from me and my team he replied that Servepro was there prior to us and they told him that the damage was not caused by them so he automatically accused us. I responded back to emails and tried to see what could be done to resolve the issue but it was going nowhere because we wanted us to say we did the damage. He dont know where the damage came from and refuse to let him blame us and he did several walk arounds of home including his mom who was sitting in the front room before we left. We have been in business for 5 years now and this is by far the worst client weve had to deal with. He has already requested a refund which he is not going to win and now trying to blemish my business and blame the black guys for damage. I wish *** the best but we tried to resolve the issue and we are not responsible for no damage.

  Customer response

  10/17/2023

   
  Complaint: 20607023
  
  I am rejecting this response because:

  You wrote things which are ugly and false in your response.  BBB has a policy against printing stuff like that, but I need to inform you of the following:

  1.  The ServPro franchisee was brought into our house by our insurance company.  I would have hired a small outfit like yours if it was up to me.

  2.  The only reason I accepted their word for not doing the damage was because I could not believe they would go all the way near the refrigerator when there was no evidence they used it nor any reason for them to be in that area.  Their blanket denial when I approached them and letter on stationary claiming they were not responsible also was persuasive.

  3.  I have nothing in common with ServPro franchisee.

  4.  Since I filed this complaint evidence came to light that the ServPro franchisee worked illegally without a permit and did other damage to the property plus caused water damage in the basement from their faulty work.

  5. The insurance company which brought the ServPro franchisee in will now be pursuing them ironically.

  6. I tipped you guys because I like you, and I wanted to recommend you to our real estate agents, who badly need a good clearning service.

  7.  I checked today and you will be paid through the credit card.

  8.  If you still want our real estate agents to start using you all over *******, please email me.

  9.  It is sad that liars create problems like this, but if we look at the world around us it is filled with division, because it is often difficult to tell who is tellling the truth, and some people are darn good liars.

  Sincerely,
  
  ***

  

  Business response

  10/18/2023

  Hello ******* 
  

  We were not trying to give you a hard time when you reached out to us. We just wanted to make sure that you had proof that we had provided damages due to service. We just wanted to come to some understanding but when you got to responding back who did it Santa Clause?. We decided that you had made your mind up for who was responsible, which was us (NuWave Cleaning Solutions). As explained I was the cleaner who cleaned the refrigerator, stove, carpet, etc and knew I couldnt have caused damage especially since your mom was walking around looking while we were cleaning and you did a walk through prior to us leaving. 

  Customer response

  10/18/2023

   
  Better Business Bureau:
  
  Thank you for your response.  I acknowledge that I was very upset when I wrote you because I was injured, and I understand why what you wrote was angry, because I was misled to believe that your service was responsible.

  I was so tired that night and my mom has three kinds of cancer, so both of us were in no shape to really notice much of anything that evening.

  As I said, our real estate agents really need a good cleaning service for their clients, so feel free to write me any time if you want their business. 

  All the best,
  ***

*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. ↩