ComplaintsforWhite Glove Cleaning Services, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this business to do a "Deep Clean" for a three bedroom 2 bath apartment, both baths relatively small. I hired them for a deep clean instead of a normal clean because I wanted something deeper than a surface clean. I am having multiple surgeries and did not want to worry about the house for a bit. I especially asked for the kitchen floor to be cleaned and the fan in the kitchen. We precleaned and took up all things on the floor in the kitchen, needless to say the floor was swept at best it was not mopped at all. There were areas where there was dirt and dust. An entire bedroom was skipped, they said they could not find it. This is not a huge apartment. The window sills were not dusted, there was a lot of dust all over. This was a huge splurge for me and I this was a minor surface cleaning if that. They also took out the trash and left it on the porch but I do not have a service and therefore I put it back in the trash can. This was something I could have done on my own for 2 hours it was a huge waste of money and now very stressful.

  Business response

  03/19/2024

  White Glove Cleaning Services serviced the complainant's home on Monday, March 18th with two (2) technicians from the hours of 9:10am to 1:14pm.  While we can only estimate the length of time it would take to clean a home, the estimate is not guaranteed as stated over the phone upon booking and in the attached Service policies pg 1.  The complainant was charged for the length of the time the cleaning was performed.  The complainant complained to our company that we missed a bedroom; however, the complainant admittedly left the door to the bedroom closed.  As mentioned in the attached Service policies pg 2, we cannot open doors to perform a cleaning due to the customer's privacy.  We would typically charge for the additional time to return to complete any areas that were behind closed doors.  However, we offered and are currently performing a return visit today, March 19th, 2024, which began at 9am, which was given to the customer free of charge.  While we are performing the re-service today, we are also taking care of the window sills and radiator covers brought to our attention by the customer.  Although we did vacuum and mop the kitchen floor, there is quite a build up of grime and dirt that it couldn't be fully complete the first day.  The technician assigned today which attempt to vacuum and mop the kitchen floor again; however, we do not offer service that would require more than a vacuum and mopping of the floor.  The customer agreed to allow a technician to return today, free of charge, so we are unsure as to why this complaint was brought.  The complainant did state multiple times that $400 is a lot of money to her; even though she knew beforehand of this cost and that it was just an estimate.  The complainant was not charged more than $400; and in fact has been given additional cleaning time free of charge even though the bedroom door was closed.

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  BBB has received confirmation from the consumer via phone that the business did return to her home today, addressed the issues of concern, and she is happy with the result. She now considers the matter resolved. 
  
  

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