ComplaintsforLustra Cleaning Services, LLC
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Complaint Details
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Initial Complaint
04/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I booked Lustra Cleaning over a week and a half ago, I originally had an appointment for Friday (4/12) but that was rescheduled last minute to Saturday which I was okay with. Appointment scheduled for 9a and I reached out to my main contact at about 9:10 because cleaner was late. It turned to 9:45 and cleaner still hadnt made it. I expressed my frustration due to the unprofessionalism and was informed it will be cancelled due to aggressiveness.. then the main contact goes on to send me a picture of my apartment building saying it was unfortunate because the cleaner finally found my place. I dont think this was ok at all, I can be frustrated and that doesnt equate to aggression. This entire situation was wrong and not safe because now I have someone sending me pictures of where my family and I live telling me its unfortunate they have to cancel after their worker was 45 mins lateBusiness response
04/15/2024
Felt it was prudent to cancel this client's service request due to the nature of her aggressive tone in communications. I felt that it was important to not put my staff in any type of hostile situation. Client has paid no money and was not charged in advance. Zero dollars have crossed hands. Replacement is ineligible. The company has a right to refuse service to anyone perceived as a danger to our staff.Customer response
04/16/2024
Complaint: 21571094
I am rejecting this response because: you can not say the tone was an issue when all messages were sent via text. I am moving forward any way I have to and need to because this just isnt okay,
Sincerely,
*******************Business response
04/17/2024
We reserve the right to refuse service to anyone that we perceive as a safety concern to our employees. Again, no money was paid for services, so a refund is not applicable.
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Contact Information
Naperville, IL 60563
Business hours
Today,9:00 AM - 4:00 PM
MMonday | 9:00 AM - 4:00 PM |
---|---|
TTuesday | 9:00 AM - 4:00 PM |
WWednesday | 9:00 AM - 4:00 PM |
ThThursday | 9:00 AM - 4:00 PM |
FFriday | 9:00 AM - 4:00 PM |
SaSaturday | 9:00 AM - 4:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.