ComplaintsforThe Cleaning Authority-Mentor

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cleaning was not satisfactory. Clumps of stuff on family room carpet, clumps of fur on utility room floor, foyer floor. Floors not clean around edges and in corners. Shower floor not completely cleaned. Called them and complained. Was given excuses that it was a dificult clean. They said that they would come out and redo the cleaning. When i mentioned the shower floor was not completely cleaned they said the shower floor was stained and would not come clean. I went in and used an environmental friendly cleaner and scrub brush and had an area cleaned in 30 seconds while on the phone with them. He just kept making excuses. I fired them and requested a billing reduction. He refused. The full amount amount, $389.32, was auto deducted from our bank. Was there a lot to clean in our house? Yes, but that is no reason for doing a lousy job and making excuses, essentially blaming us for their failure. They will make it sound like the issue is our dog and cat. He specifically stated they did not clean up excrement. There is no excrement. There was one small spot where the cat had thrown up in the foyer on a hard surface. We had already removed all material and it just needed to be mopped and they refused to mop it. Why should we pay the full price when we'll have to clean what the didn't but we're supposed to do. Some photos attached, but none of the shower because I finished cleaning it.

  

  Business response

  05/09/2023

  Dear BBB,

   

  We are very aware of this customer and the specific issue. We conducted their very first clean on 4/24 spending over 8 man-hours in the home, then their second service visit on 5/8 spending equally more time in the home to make progress. They were not happy after the first service visit. I, as the owner followed up immediately offering to back our satisfaction guarantee. They did not want us to come back out. Staying true to our process a manager/ inspector was out on the 2nd clean (5/8) to address the concern. As the owner I made notes of the overall condition of the home and as you can see in the pictures the customer sent you all these are stains and marks in the carpet  & flooring we cannot remove. We are not in the restoration business.  I did call again immediately after the clean on 5/8 to address her concern about the stains in the shower that were noted, I advised to her on estimate, and that manager/inspector advised were stains. While on the phone with her she did transfer to her husband and she came back approx 30 seconds later and said "scrubbed them out". I asked if I can get pictures or come out with no success. 

  We do not pick up animal waste of any sort. It is very clear and outlined in our cleaning agreement section 12 in regards to animal waste. We are not going to clean up animal throw up. Yes, there was some animal hair that kicked up after the clean I offered to again back our 24 hour satisfaction clean, however customer demanding a full refund. We spent over 8 man hours cleaning the home. We wish this customer well in finding the care she needs for her home and animals. 

   

  Feel free to reach out to me anytime. 

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

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  As you can see, there are no "stains" on the shower floor.  The shower cleaned easily using a scrub brush in a few seconds.  This was the second visit.  The shower was not completely cleaned the first time and i let it pass thinking they would get it the second time.  No pictures were asked for on the call and I unfortunately did not take any pictures before I finished cleaning it.  As for "picking up"  cat puke, that was never asked for.  Mopping the floor was all that was needed and all that was asked for.  We had already removed any debris.  We would have allowed them to return to finish what should have been done that day as the areas in question are all where vacuuming and mopping should have been done and require no extra effort , but once he started with the excuses of "stains" that "wouldn't" come out I had had it.  Blaming us for the company's failure is absurd.  Charging us the full price for an incomplete job is also absurd.
  
  
  Regards,
  
  ***** ******
  
  
  
  
   

*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. ↩