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ComplaintsforClean and Pristine
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Upon first hiring Pristine Clean to clean my home, I was quoted $200 for a deep clean and $40 per visit to come bi-weekly following that clean.We scheduled for Monday, May 15th. On that day, two hours past the scheduled time she messaged me explaining she had to reschedule. This happened again the next day. I booked for the next week. She told me she would take $30 off for the trouble, a total quote of $170 for the deep clean. After cleaning she told me I owed $225, a $55 increase.I booked bi-weekly moving forward for Mondays. The day before the scheduled clean, she told me she had to reschedule again. The again on that day. And again on the next. This was now 3+ weeks past the first clean, and shed agreed to come every 2. Each time she re scheduled shed let me know an hour before, sometimes hours after the scheduled clean.After cleaning on the 10th she told me it would actually be $80, not $40, as it had been dirtier than expected.We scheduled the next clean, and once again she had to reschedule, letting me know after the time it was scheduled. She offered that she could have her lead cleaner come weekly.after the cleaner left, and after sending $90 to Pristine Clean for the service, I realized that nothing had been done. My home was still dirty. Nothing had been done. I sent her photos. she agreed the service provided was not okay. I told her I wanted a refund. She told me she could not refund me because that cleaner would not pay it back to her. a company issuing a refund should not be dependent on their employee returning pay. This is when she then told me that it had not been one of her employees but a different person entirely who she was recommending to me. She messaged me I will pay you the difference tomorrow; I will pay it myself. The next day she sent me a partial refund, not full like she agreed. I felt threatened after asking for the full refund again. A refund shed already agreed to in writing.Business response
08/16/2023
I already refunded this client on Venmo.Customer response
08/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.