ComplaintsforWe Clean Baltimore

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Continuing to charge me after I cancelled services. Non responsive to emails, calls and texts. Deleted card on file and still charging for services NOT rendered.

  Customer response

  01/26/2024

  They blocked my phone number after I left a message. My husband called, talked to Faye and was told she would call him back in 5 minutes, that was hours ago, and now she blocked him. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every single room was done poorly for the move in cleaning. They were supposed to give me some kind of peace of mind before moving in, but here I am a day before my move in date and the bathroom looks worse than when they came, every light fixture that they were supposedly going to take down and wipe out is still coated with old dust, and even the corners of the rooms don't look like they bothered to even sweep. Now they won't answer my phone calls even though their Google page says they're open. I am disgusted by the way this has gone down Additionally, I was told that because I was one hour outside of the 24 hour window from when their arrival window was supposed to be, they simply don't have any intention of working with me, which is extra funny, considering that their email request for feedback came out an additional seven hours after my attempt to reach them, claiming that "If you had any problems at all, we'll work to make it right." What an interesting and false promise given the timing of the message.

  Customer response

  06/15/2023

  Hello,
  
  Attached is the receipt from We Clean Baltimore. 

   

  -Andrew

  Business response

  06/16/2023

  Customer contacted We Clean Baltimore with concerns with cleaning that was completed on 06/09/23 with an arrival time of 8-10am. The customer contacted us on 6/10/23 at 11:02 am. According to service policies listed here: ****************  In the event where the customer is unable or unavailable to conduct an inspection at the time of cleaning, it is their responsibility to notify us within 24 hours of the scheduled appointment’s arrival time. The customer must provide clear pictures of the specific area(s) of concern along with their contact information.

  The customers arrival time for the cleaners was from 8-10am on 06/09/23 which means the customer must contact us no later than 6/10/23 by 10am in which the customer contacted us on 6/10/23 at 11:02am as evidenced by the call log picture.

  In addition, each and every customer receives an email at the time of booking which includes a link to the service polices. They also receive a reminder email 72 hours and 24 hours before their cleaning again with the link to the service policies. It is the customers responsibility to read and understand the service policies as they are clearly labeled in the email as evidenced by the attached picture as well as on our website. It is unfortunate that the customer contacted us outside of the service policies guideline but we have no control over a customer's actions. In addition, the customer did not originally provide pictures when making contact with the concern as stated in the service policies. Please see the attached pictures that shows when the customer made contact outside of the service policies guidelines along, with the email that clearly shows the arrival time of 8-10am as well as the statement "Engaging We Clean Baltimore implies agreement to our Service Policies: Click Here".

  Customer response

  06/16/2023

  
  Complaint: ********
  I am rejecting this response. Just as the company has decided to nitpick their service policy over a one-hour difference in time, I will be holding them to the fact that they promised a service and came nowhere near close to providing it. I was unable to immediately provide pictures in my first contact because I was calling them during their listed business hours, when they refused to pick up their phone. If at any point in this process they had held to any other part of the agreement beside their 24 hour window that they choose to use to deflect any responsibility, then I would not have had to file this complaint or any other. At the end of the day, a job not done is a job not done.
  
  Sincerely,
  
  Andrew **********

  Business response

  06/17/2023

  The bottom line is that every company has Service Policies. If we bent the rules for every customer there would be no reason to have them. We would've been more than happy to correct anything that wasn't right but when you don't abide by the guidelines (that the customer admitted they didn't follow) in place and leave threatening messages, I don't know what anyone would expect. Would you feel safe or send your cleaners to someone's home who left threatening messages? The bottom line is that the customer did not read which was their responsibility. We clearly sent three emails with the Service Policies in the original booking email, 72 hour reminder email and the 24 hour reminder email. 

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I am rejecting this response. You were not sent any threatening messages. The messages sent were frustrated, but at no point constituted a threat. I asked that you call me back, and you did not have the integrity to even do that. Every company may have policies in place, but given your propensity to ignore the policies of places like Google and Yelp by bribing people for reviews, one would think that maybe you could be bothered to at least speak to someone who you simply did not provide the service for, especially when you charged upwards of $400 for the incomplete and shoddy service.
  
  Sincerely,
  
  Andrew **********

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