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:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I paid 150$ to receive an estimate on the project which was to clean a garage that had a previous rat/mouse infestation. I was told that I would be charged hourly for each person plus other expenses. The two workes arrived 11/21/23 at 9:15am. They left at 10:20am after chatting and even getting a tour of the home. When they left I realized they had missed a lot of rat debris. They hadnt cleaned areas that were major travel paths. I was frustrated, started to finish the cleaning myself then called the project manager at 10:51am and asked them to return to do the job properly. They returned ***** minutes later, gone by 11:55am. I still found issues after they left and finished the cleaning myself. we chatted **** minutes the second time. I was billed for 7 hours of worker time and 2 hours of project manager time At most the workers did 1.6 hours of work each and the call to manager was less than 5 minutes. I sent an immediate reply to the invoice. After 6 days I called the office and was told that they start the billing time when the workers arrive at the office. That is deceptive and unacceptable to be charged for travel time that was not disclosed in the estimate and there is currently construction along the travel route. I was also charged for the time that the workers chatted at my house, started to drive back to the office and then drove back. The workers indicated that they got called to another job in ******* and it seems I was charged for more travel time. That is so unethical its appalling. While the workers were nice they needed detailed instructions from me on how and what to clean. I expect this business to adjust my invoice to reflect the actual work time, remove the project manager time since he was not on site and did not review or manager any actual work. to reflect as there was still rat nest debris clearly visible in a corner of the garage. While staff were all nice, that doesnt get the job done correctly or professionally.

  Business Response

  Date: 12/18/2023

  Upon receiving feedback from our customer, our Operations Manager, ********, promptly engaged with her. *** provided a thorough explanation of the situation and actively sought feedback from the client. This proactive communication and customer-centric approach were instrumental in addressing the concerns raised.
  I'm pleased to report that as of December 14th, we have successfully resolved the matter, and the customer has paid the bill in full. Additionally, we provided a discount as a gesture of goodwill to express our commitment to customer satisfaction.
  This outcome is a testament to our dedication to customer service and our ability to respond promptly and effectively to customer concerns. I commend *** and the team for their efforts in achieving a positive resolution.
  If you have any further questions or if there are lessons learned from this experience that we can apply to future customer interactions, please feel free to share your insights.

  Customer Answer

  Date: 12/25/2023

  This complaint has been resolved after discussion with the company. They agreed to a reduced cost after I stated I was not going to pay for time when employees were not working and because the amount of time charged was also due to the employees inability to do the job correctly the first time. They stated that I had valid concerns and would work to prevent those issues for other customers with  more transparent pricing.