ComplaintsforI Care Cleaning Services

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new home in ********** *******. I paid I Care Cleaning Service $1,100 to clean the home. When I spoke to the woman on the phone I told her the home was empty and most of the services they provide we didn't need. What I was wanting was the walls cleaned more than anything. The previous owner allowed the cleaning company to come into the home and clean on the 22 of October. My realtor let them in the house. I didnt see the home until October 25, when we closed. The walls looked the same. The only the thing that was done was the carpets were vacuumed, and the refrigerator was cleaned out. The walls, windows, and mirrors were not cleaned. I took several pictures and sent them back to the contact person. I asked for half of my money back. She said she would not refund our money, but would come and clean the home at a future time. I told her that I did not want her services because she and her crew of three people spent the entire day in an empty home and couldn't clean it, why would I have them come to my home when I am actually living there. Honestly, they were going to charge me for three more hours of work to clean two rooms in the house. I told her to leave them and that I would clean them. She agreed that the pictures I shared were upsetting, and she said several times she would be upset too, however she couldn't give a refund. I felt like the amount of money paid was a bit high, however they were the only cleaning company I could find that was able to come in and clean the home. At this point I am seeking a full refund since she was unwilling to meet in at the half way point.

  Business response

  12/14/2022

  Mr. *************************** hired I Care Cleaning Services to do a move-in cleaning (Deep Cleaning) at 2454 *************** **********, ** on 10/22/2022. He was sent a detailed quote and the list of the specific things included in his cleaning, he was asked to review the quote, sign it and approve it if he was fine with everything listed. He was also required to make a 50% deposit of the fees to hold his cleaning spot. He signed the quote and made a 50% deposit of estimated price of $750.  He was further informed that he will be notified if the team needed extra time to complete the job on the day of the cleaning. When the team of three cleaners arrived at the cleaning location to complete the cleaning, **************** was contacted multiple times by the team lead about the situation of the house and the appliances. **************** then approved for inside of oven and inside of refrigerator to be added to the cleaning for an additional fees of $75 each. The house was really dirty and additional time was needed to complete the job and **************** was called and informed of which he approved the additional time. The team of cleaners arrived at the location at 8am and cleaned till 3:30 (Total of 21 labor hours). The team lead kept an open communication with **************** all through the cleaning time updating him on the progress of his cleaning. When the cleaning was done, ****************' realtor who was present was asked to do a walkthrough with the team, he took a look downstairs and said everything looked good. **************** was called and asked to give the office a call if he has any questions or concerns about his cleaning and an invoice for payment of his balance was sent; Deep Cleaning $850, inside Oven $75, and inside Fridge $75 at a Total of $1,000. **************** paid his balance and tipped the cleaners $100. Three days after the cleaning, **************** started texting the office after office hours expressing that he was dissatisfied with his cleaning and threatening to bring the office down if his money was not refunded. He sent some pictures to the office phone of some areas of the cleaning he was not satisfied with (Walls). The office made multiple efforts to work with **************** to resolve the issue but all he wanted was his money back. The company reminded **************** that washing walls was beyond the scope of the services the office provides and was not even listed in the list of things we do in the quote he signed. The office reminded **************** of their policy as it relates to quality and client's satisfaction but **************** insisted he need a refund. Again the office offer **************** a reclean which he refused. When **************** was asked of any areas that were missed other than the ******* he responded "JUST A FEW SPOTS ON THE MIRROR IN THE MASTERBATH BUT I WANT MY MONEY BACK; IF NOT ALL, ATLEAST HALF". All efforts to reach an agreement with him was not successful. He refused every suggestions provided, said he didn't care about our policies, and threatened to report us to BBB and close our business down. We did the job that **************** hired us to do 100% and we do not owe him. We are a transparent company and always listens to the complaints of our clients and tries to reach a middle point with them but, we are also a business with policies that must be followed.   

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I spoke with the person ahead of time and told her we were looking for someone to mainly clean the walls. That was the first thing that was stated. I Care Cleaning took the job knowing what we were looking for. That is what I paid them for. I never threatened to end their business, I did ask for a refund, and I did state that half the money was acceptable. That is the only thing I will accept l. If we cant get this resolved with the BBB my next call will be the attorney general.
  Regards,
  
  ***************************
  

*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. ↩