Complaints

• Initial Complaint

  11/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired her to clean our home. When she was almost finished cleaning she told us about additional fees she was charging for "additional work she had to do" without discussing with us first. We were both home so she could have easily asked us if we wanted the additional work, but instead just decided to add an additional $125 for stuff that we didnt even care to have done. While discussing the charges, she began arguing with us as we were trying to explain our unhappiness at additional charges and using profanity while our children were around. she told me that since im a man, i dont understand what clean is. We just paid her so that she would leave our home without causing any issues. After she left we found out that her version of cleaning, is to just throw everything away. After searching the house for MY WIFE'S INHALER, I decided to check the trash on the off chance it could be there. and sure enough in the bags that she called trash. We found not only the inhaler, but clothes, toys, stuffed animals, countless socks, shoes and other items that are clearly not trash....And then after we left an honest review on her Facebook page, she started to call us filty people, threatening to post pictures of our home that included pictures of our children (why does she have pictures of our children) calling our house filthy, saying our house hadn't been cleaned (that should be pretty obvious since we hired her to clean) we are 2 working parents of young children and hired her to help get things under control. She was beyond unprofessional and I pray for anyone who even considers hiring her ever again.

  Business response

  11/22/2023

  The clients greeted me at the door per usual. I noticed I was unable to even see the living room floor, as well as kitchen counters as well as playroom area floor. I then mentioned to both husband and wife that I couldn’t not clean around the unorganized mess so I would have to redo the rooms. Most of the things tossed had dog urine on them as well as food,empty bottles, candy under dressers couches ect. They waved me in with smiles. I spent 5-6 hours in their home. After I did the kitchen I walked into the back of the home which was a post renovation cleaning and had construction dust which I was never notified of. Once the cleaning came to and end I then text (wife) and said I was on floors and almost done. I then proceeded to tell her about the organizing charge of 125$. She said ok husband was coming to chat because she was in a meeting. Client only booked a deep clean and had no organization involved. once husband met me at the door, he stressed that they were upset about the extra charge. And then mentioned to him that when I arrived, I told them that I would have to organize rooms because I could not even see the floor or baseboards in rooms due to lots of disarray, They kept arguing, the fact of I didn’t tell them about this prior, which I had no pictures or any proof of The condition of the home. and even offered that if they didn’t have the funds that they could pay me with their next clean, because they were supposed to be a reoccurring client of mine, they argued the point they got to the point where they were both ganging up on me as far as the profanity I do not recall saying anything when the wife walked upstairs after they kicked me out before they clean, was even finished she was yelling profanity, going up the steps saying that she was pi@@ed off. The husband proceeded to tell me to leave. I said that I could not leave until payment was sent as I was standing there waiting on payment activity sent I could hear the wife saying things I kept my composure they have already they have posted on all my social media sites as well as him and her leaving two separate reviews on my Facebook page and now the Better Business Bureau page the Better Business Bureau has access to my no more mess with Steph page Where I stated that I could not post them before and after pictures because they had family photos in the background, so I just had to take this one on the chin.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a deposit to have my home cleaned of $125. We scheduled a appointment on 9/29 at 11 am. I was messaged at 9:13 on the 29th that she had gone to a home that had been infested with fleas and she needed to reschedule. We rescheduled to 10/3. I told Stephanie that we needed the service that day it could be no later due to my personal schedule. I was confirmed on the 29th for 10/3. On 10/2 at 3:51 I was messaged a confirmation text which I responded to at 3:51. This message confirmed 10/3 at 11 am. On 10/2 at 8 pm I was messaged the earlier time was a typo and she wanted to confirm 10 am. I did not reply to this message and at 10:15 on 10/3 I was messaged since I did not confirm her reschedule to 10 am vs the 11 am she had confirmed with me she had moved on and could not do the appointment that day. I asked for a refund since I had told Stephanie this was the last day I could have the appointment. She refused with the reason I did not respond to her reschedule sent at 8pm the night prior. I was sent back $60 of the deposit and I would like the remaining $65 since I was not the one that cancel/ rescheduled either of the appointments.

  Business response

  10/03/2023

  It will not let me attach pictures. The screenshots are basically the same from the client as you can see in her messages she had 15 hours to respond and did not. I gave her the option of taking the full clean which was a $275.job for the 125 and she denied also threatened to post reviews without deposit to say I was a scam sounds defamation to me…and got her portion for not confirming as I moved to the next scheduled client as per usual I have the shots to prove it also received money and still posted a review once you do not confirmed, you are charged a portion of the deposit. She had got the remainder back and still posted a negative review.

  Customer response

  10/04/2023

  Better Business Bureau:
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I had confirmed my appointment at 3:51 pm the day prior for 11 am the next day. At 8pm I was message to reschedule the appointment due to her typo. I did not respond before 10:15 the next day when she reach out. She told me I did not confirm her reschedule. Then never showed to the 11am confirmed appointment. She was aware this was the last day I could use this service. She cancelled both appointments. I feel scammed since she was aware this was the last day I could use this service and she never showed to either appointment.  ]
  
  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. ↩