Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/2/25, I reached out to Cleaning Concepts for an online bid for a Deep Clean, including an additional cost for an oven cleaning, with the intent to schedule monthly regular cleaning. After speaking to a customer representative, I was was told the cost for services would be $280. $65 was for the additional oven cleaning and I got a "discount" of $135 for setting up regular cleaning.None of the discussed details from the phone call was shared via email outside of the credit card receipt for $280 along with email guidelines about how to prep my space to maximize the cleaning experience in the time allotted. The confirmed arrival was early afternoon on Thursday, 1/8/25, for a team of two people to clean for a minimum of four hours - according to their website description of a deep clean. Two crews arrived at 3:55pm.I had four people in my condo at 4pm to "deep clean" my space for the expected minimum of four hours; two hours with two crews.They were supposed to have all of their own products; I provided the oven cleaner on request.They finished at 5:15pm.I had stained furniture and dirty floors. Completely unacceptable.I called the next day to inquire about the service I did not receive, and was given several excuses about weather, timing, and "you did not get a deep clean. You got an initial clean before your regular cleaning. You got a discount that changed your service." There was zero accountability from the business. I was told, "we will look into it, thanks for the feedback." I followed up with an email, including pictures of the uncleaned areas and I never heard back.Their website claims, "0 stress - 100% satisfaction guaranteed from start to finish."This was a terrible experience from start to finish. The upselling, the correspondence leading up to the service, the actual cleaning service and the handling of the feedback the next day was deplorable.

  

  Business Response

  Date: 01/28/2025

  It seems that there may have been a misunderstanding regarding the services offered as we price our services by square footage, not by time.  I have reviewed both the sales call and the complaint call.  It appears that our Customer ********************** Representative did not follow the proper procedure by asking the client what we could do to resolve the misunderstanding and/or correct any service deficiencies.  I would like to offer the customer a sincere apology and close the complaint by offering a 100% refund.  I have refunded her credit card in full as requested.  Attached is a copy of the refund.  It may take a few business days to be reflected on the customers account.  I have also emailed a copy of the refund to ** *****. 

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

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****