Complaints

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to do a deep clean of the 1500 square foot house we were moving into on 9/27. After spending over $1300 we were very excited to move into a spotless house. We are handicapped in wheelchairs and it would have been too much to get clean before the movers got us moved in. What we saw when we finally got to the house left us heartbroken. After the first day of 10 hours of cleaning we were told they would not be able to complete the job and would need to come back the next day, so we paid $1000 and then prepaid $250 for the next day. We were told this time would be used to edge and finish up. We were very disappointed with the results and considering what we saw (shown in the images) we don't even believe they came back to finish the cleaning. There definitely wasn't any edging done. When we asked about this they tried to blame the stair lift installation that went on. I fail to see how the stair lift installation caused spider webs and the amount of dust and dirt under the cabinets. We were offered a $75 refund or to discount a further cleaning, but considering we don't even believe they came back out for the second time that we paid $250 for, this was completely unacceptable. After we made it to the house the moving company was already coming with our belongings and it was too late to get it clean while the house was empty. Sadly we are left with a dirty house. We definitely do not recommend this company.

  Business response

  10/29/2022

  Tell us My apologies,  We are very sorry you were unhappy.  Your house was still under construction (not just the stair lift being installed) and you had other services such as plumbing etc... taking place during and after our team was there to clean.
   The team finished the work scheduled to do on the first cleaning.  The house needed much more time than antisipated so we offered to come back out to do some final touches (YES, we came back out the 2nd time).  Its completely untrue to say we didn't come back out.
  We spoke to you about the other services you had going on in the house at the time by other company's (not related to cleaning).  Your house was still under construction.  You agreed that could cause some issues.
  Unfortunately we can not be responsible for those messes after the fact.  
  The house needed additional cleaning that we were not informed about.   After we came back out the second time to do additional detailing to those areas the house was completed by our team.   And once again workers were there making more messes . 
  We offered to send the team back (free of charge because we just wanted to help your situation but you declined. 
  
  The offer still stands.  
  We would like to help you in any way possible.
  Please feel free to contact us to discuss any way to resolve the situation.
  
  Thank you!

  Business response

  10/29/2022

  Tell us My apologies,  We are very sorry you were unhappy.  Your house was still under construction (not just the stair lift being installed) and you had other services such as plumbing etc... taking place during and after our team was there to clean.
   The team finished the work scheduled to do on the first cleaning.  The house needed much more time than antisipated so we offered to come back out to do some final touches (YES, we came back out the 2nd time).  Its completely untrue to say we didn't come back out.
  We spoke to you about the other services you had going on in the house at the time by other company's (not related to cleaning).  Your house was still under construction.  You agreed that could cause some issues.
  Unfortunately we can not be responsible for those messes after the fact.  
  The house needed additional cleaning that we were not informed about.   After we came back out the second time to do additional detailing to those areas the house was completed by our team.   And once again workers were there making more messes . 
  We offered to send the team back (free of charge because we just wanted to help your situation but you declined. 
  
  The offer still stands.  
  We would like to help you in any way possible.
  Please feel free to contact us to discuss any way to resolve the situation.
  
  Thank you!

  Business response

  10/29/2022

  Tell us My apologies,  We are very sorry you were unhappy.  Your house was still under construction (not just the stair lift being installed) and you had other services such as plumbing etc... taking place during and after our team was there to clean.
   The team finished the work scheduled to do on the first cleaning.  The house needed much more time than antisipated so we offered to come back out to do some final touches (YES, we came back out the 2nd time).  Its completely untrue to say we didn't come back out.
  We spoke to you about the other services you had going on in the house at the time by other company's (not related to cleaning).  Your house was still under construction.  You agreed that could cause some issues.
  Unfortunately we can not be responsible for those messes after the fact.  
  The house needed additional cleaning that we were not informed about.   After we came back out the second time to do additional detailing to those areas the house was completed by our team.   And once again workers were there making more messes . 
  We offered to send the team back (free of charge because we just wanted to help your situation but you declined. 
  
  The offer still stands.  
  We would like to help you in any way possible.
  Please feel free to contact us to discuss any way to resolve the situation.
  
  Thank you!

  Customer response

  10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18331736, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We were offered 2 resolutions on this issue but neither one was acceptable.  We were offered a discount on further cleaning, which we were unhappy with in the first place so I do not see how further cleaning would be acceptable.  The other offer was a 6% refund which was a slap in the face considering how much cleaning was left to do in the pictures.  If we had been offered a reasonable refund we would have accepted.
  
  Regards,
  
  ***** *******
  

  Customer response

  10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18331736, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We were offered 2 resolutions on this issue but neither one was acceptable.  We were offered a discount on further cleaning, which we were unhappy with in the first place so I do not see how further cleaning would be acceptable.  The other offer was a 6% refund which was a slap in the face considering how much cleaning was left to do in the pictures.  If we had been offered a reasonable refund we would have accepted.
  
  Regards,
  
  ***** *******
  

  Customer response

  10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We were offered 2 resolutions on this issue but neither one was acceptable.  We were offered a discount on further cleaning, which we were unhappy with in the first place so I do not see how further cleaning would be acceptable.  The other offer was a 6% refund which was a slap in the face considering how much cleaning was left to do in the pictures.  If we had been offered a reasonable refund we would have accepted.
  
  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. ↩