ComplaintsforLife Cycle Transitions

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2022, I met with ******************************* of Life Cycle Transitions to discuss clearing and cleaning of my sister's condo in Cambridge. She had been hospitalized and I had just arrived from **********. ******************** assessed the condo and quoted a price of $12,500.00 to sort, clear, and deep clean the unit. I gave him an oral agreement and he charged my credit card $6,790.00 immediately and had his crew begin. Each day I asked for a written contract and details of work done and each day I was told it would be coming and that we would "discuss options." When I left to return to ********** the work was not completed, but the remaining $5,710.00 was charged. Once I was gone I was told the unit was unlivable and that it was impossible to attempt cleaning. And, in fact, they did leave a complete mess. I have pictures showing the unit after the crew had left. However, I had another cleaner come in who cleaned and will supervise plumbing repairs and new flooring. I have corresponded with ******************** and he has offered only excuses and inflated difficulties and scare tactics. I believe he saw two old ladies in a difficult situation and used that to make promises he could not or would not keep. I am asking him for the return of $3,000.00 to compensate for the cleaning that was not done.

  

  Business response

  08/26/2022

  Aug 23, 2022
  Dear BBB,
  We agree that we met with *********************** on July 29, 2022, to discuss clearing out and cleaning her sister's level III hoarded condo in Cambridge. 
  During our assessment of the unit, we explained to *********************** who wanted ** to start the project on the same day that we couldnt assess the unit 100% because the debris was piled so high we would have to remove the garbage and debris first to see what we have after.
  After that oral agreement, a contract was generated for the following services 
  Packing.
  Sorting.
  Organizing.
  Deep Cleaning.
  1 Dumpster.
  Hauling away unwanted items.
  ********************* made a 50% deposit as all clients do. We began work on the project that was scheduled for three days with a daily rate for any days that exceeded the three days. Her project started on July 29th and the contract was expected to end on July 31st. I authorized my crew to continue work for an additional 8 days of service ending her project on August 8th which far exceeded the original contract at no cost to her.  We never had a REPAIR contract with this client.
  ************************* project was booked for 2-3 techs and we actually used 6 techs again at no additional cost to her. 
  Mrs. Morelands project was scheduled for 1 dumpster we ended up using four separate loads and hired a company to remove the sofa.again at no additional cost to her.
  *********************** stopped by the property and informed us she was returning to ********** as she was overwhelmed at the level of hoard and damage to the property, and was very adamant that the unit was in no condition to be deep cleaned and didnt want us to waste our time. We agreed with her on that point, and informed her that we would still try; however, if it was impossible at the end of our analysis we wouldnt refund her for the deep cleaning portion as our services arent ala carte and we finished the project without charging her the daily rate.
  We strongly recommend that clients have friends and family present and actively involved during this process to navigate through the difficulties of what well uncover.
  However, ********************* insisted that shed had enough and wanted to return to **********. Despite our request, we informed her we would continue our services and contact her with an update and additional recommendations. 
  On July 2nd there was a conversation between ******* and ********************* to give her an update during that conversation she was informed that this project has exceeded the three days agreed upon in the contract. And we were now into load three of garbage and waste despite only being contracted for one dumpster. ********************* and I quote immediately said Im not paying any more money, the unit is deplorable and as far as Im concerned is all a waste. ******* informed her that ******* really felt heartbroken about what the family was going through and we would complete the removal of ALL the garbage and debris at no additional cost to her. ********************* was elated and expressed gratitude for all of our hard work and efforts. During that call, ****************** was also informed that ******* would like to schedule a call with her and her sister to discuss repairs, renovations, and or possibly selling the unit independently or through our HomeRescue Program. 
  Unfortunately, we reached a dead end where key financial decisions were required that ******* appeared to be incapable of making and her sister ***** vocalizing her resistance financially brought the entire transition process to a halt. A call with ******* was scheduled with ********************* and her sister informing them both that the property was severely deteriorated down to the surface and further cleaning was impossible, they were also informed during that call that the years of untreated urine and f**** penetrated the floors and walls creating an ammoniated gas in the home. This alone is a health hazard for not only our staff but anyone attempting to live in the home. Our recommendations were to repair the home as the condition it currently is in is unlivable and an unsafe health hazard and should be reported to the housing authority if said recommendations couldnt be done. We were concerned with ******** quality of life and after being in the hospital for a considerable amount of time going back into the unit we strongly believe contributed to her health conditions and the deteriorated conditions were just unsafe. We created this Transition to assist clients in unique situations by introducing multiple comprehensive offerings to fit every situation uniquely. 
  
  
  
  
  Our 1st recommendation was to completely renovate the home with our licensed bonded and insured contractors or a company of their choosing. 
  Our 2nd recommendation is if the client cant afford to make the renovations then we suggest our Home Rescue Program where well relocate her and our investors will purchase the property in As Is Condition or sell the property with a broker of their choosing.
  With either suggestion, her hospitalized sister would not be safe in the home in the condition it was in. *********************** informed ** again that she will no longer be providing funds for any future work, and was unable to sell the property. Her sister informed us that she wasnt interested in renovations or selling the property, and against our recommendations, she and her friend will be returning to the property to live in it as is. ******* reminded them of the poor air quality from years of untreated urine and feces, and that the floors, walls, countertops, sink, tub, and toilet are very badly deteriorated down to the surfaces and cleaning was no longer an option these things need to be replaced; without addressing those repairs well have to stop and cannot proceed due to the safety issues for herself and the staff. 
  ********************* at that time told us she would consider the recommendations we provided, and get back to us on a possible start date for the renovation or perhaps a sale. We halted all work on the property with an understanding that she would get back to us with her decision. 
  Before final payment was collected *********************** was aware of these discussions, and where the project stood. She thanked us for our service and expressed immense gratitude to us for keeping our staff on the project past the three days allotted in the contract without charging her. Our next encounter with ********************* was a phone call from her to ******* where she questioned if we were a legitimate business, asked for our address, sent us an angry email, and immediately filed a complaint with the BBB.
  
  
  
  
  
  
  
  
  
  We dont do this work for profit it has been a passion of our family and staff to help people who ordinarily cant get the resources they need. Often times families dont understand the gravity of their loved one's situation or the work and dedication that goes into getting them their lives back by cleaning out a hoarded property. We understand this is a difficult decision for families, and theyre overwhelmed by the conditions of their loved one's hoard. We also acknowledge this was no easy feat for Mrs. ********** sister to let us do this work while she was hospitalized. We took great pride in trying to save as many of her personal items as possible. Even keeping things that she requested that in our professional opinion shouldve been discarded. In fact, ******* expressed gratitude for our staff when she learned we secured brand new laptops and crockpots.  
  After the cleanup reached a dead end we didnt give up like most companies that only focus on one objective. We explored multiple solutions to assist the family as we do initially with all our clients during the Transition Assessment Phases and when the process became overwhelming unfortunately we feel we were abandoned by the family and caught in the crossfire between two siblings. In hoarding situations fighting amongst loved ones is not uncommon. This is why most clients often elect to hire us independently and exclude the family. In this case, having one client hospitalized and one in another state made this transition very difficult. ******* ( The level III hoarder) felt the property could be cleaned by her 82yr old sister, and her sister who resided in ********** was just simply overwhelmed by it all. 
  Having been in business for 13yrs we take all complaints seriously. We are truly saddened by this report to the BBB, and request of $3000 refund especially because *********************** received twice the amount of labor and services at no cost to her. We paid triple the cost for staff, mobile haul away, and disposal out of our pocket. Just to receive threats of slandering and defamations of our business integrity. 
  We have over 40 photos and videos of the before and after work, along with the contract. We addressed this property with rigorous effort performed by the passionate efforts of our committed technicians as they worked eagerly through the 4th-floor walk-up unit, at 110-degree weather, in an ammoniated unit with poor airflow. No project is worth the risk of putting our staff or a client's health and safety in danger. 
  Based on our contractual terms and agreement we fulfilled the agreement and went above and beyond the terms. We are dedicated to bringing this matter to an amicable resolution with *********************** if shes willing to honor the original terms of the contract.
  
  
  
  

  Customer response

  08/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  09/07/2022

  Before & After Photos

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