ComplaintsforGreen Clean Maine, LLC

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 2nd, I paid a deposit of $462.00 to Green Clean Maine for a deep cleaning of our house located at *********************************************************************. I had been given a quote of $925.00 for the deep cleaning of the first and second floors of the house. When the work was actually done on January 11th, two ladies worked from 8:30 am until 3:30 pm, but only cleaned the first floor. When I asked when they would be back to finish the job, I was told that I would have to pay more to have the second floor cleaned. I was told by ***** with the company that their quote was based on time, not the job. That was never explained to me before. She also said that I should have warned them that their crew would need more time to do the job. How was I supposed to know that? I did advise them that the house was very dirty before they started. I told ***** that they should have done a site visit to determine the condition of the house, but she said they no longer do site visits before making a quote. In this situation, the cleaners only had to clean one of three bathrooms, there was no furniture to work around, there were no carpets to clean and only part of the kitchen was in place. To top it all off, the work that was done was not done well. Even one of the contractors working in the house commented on the poor quality of the job. Despite my complaints the company proceeded to charge my credit card for $463.00, the balance of the $925.00 quote. I feel that, based on the that they only cleaned one floor and didn't do a very good job at that, Green Clean Maine should refund the $463.00 back to me.

  

  Business response

  01/29/2024

  Good morning *****************,

  I'm sorry that you were not satisfied with the service we performed on January 11th. I'm also not sure what we could have done better in this instance and stand behind my team and the work we did.

  1. On us needing to add charges for additional time needed: included in bold print directly under your original estimate amount is a notation that "we may need to adjust these rates based on actual work required once we are on site." See attached screen shot. Additionally, ***** from our office spoke with you around 10am on the day of the service, and explained that we would indeed need more time, due to the excessive amount of buildup our team encountered when we arrived. You declined the extra time and charges then, at around 10am, and indicated that you'd prefer to have the *********** what they could, and you would finish the rest. So I don't understand how you can claim you didn't know we weren't going to be able to finish.

  2. Your dissatisfaction with the work done - we are so deeply disappointed that you were dissatisfied. Please see attached photos for documentation of the level of buildup my team encountered. Our team focused on the kitchen, especially the cabinets, as you requested. We restored these cabinets as best we could, likely saving them from having to be replaced. We did this at your request, and are proud of the results we got. See the attached pictures for what we had to contend with. According to your own description when you booked, this was a house that had been foreclosed on, and had 8 years of grime built up there. 
  

  Yet, you declined to allow my team to perform the extra work that they informed you they'd need to do in order to complete the job. 

  We also added an additional two labor hours - those of a supervisor - that you were not charged for; we added these complimentary labor hours in an effort to make the most out of the time you allowed us to be there.

  So, we only cleaned one floor because that's all we had time to do - you asked us to focus on the kitchen and you refused to allow more time and charges. Given the amount of buildup in this home, it was entirely reasonable that we'd have to add time and charges, as per our service terms clearly spelled out in your estimate.

  All this said, we will provide you with the partial refund you have requested, because we wish to put this matter behind us, and return to providing the exemplary service we are known for. 

  Regards,

  *****************

  Owner

  Customer response

  01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I do not fully agree with the narrative included in the response, but I do not wish to pursue the matter any further. Thank you.
  
  Regards,
  
  *****************************

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