ComplaintsforPS Cleaning Services LLC

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning Mar.31,2023, I contracted PS Cleaning to clean my Airbnb at 1701 Taylor Dr., Gilbert, Sc. The house was so bad (including cigar butts and empty cans on the porch, hairs and stains on the sheets, area rugs laying on furniture in sitting area, etc.) that the guest left immediately and went to a hotel. I agreed to refund their total payment, which included the cleaning fee of $150. PS agreed to go back and clean again since there was another guest booked. The next guest complained of dirty dishes in the dishwasher, oven cleaner not cleaned out and leading to noxious fumes and smoke when it was turned on, a nasty grill, missing comforter on master bed, and linens in the dryer. That guest left the next day (1 day earlier than was booked) I agreed to let PS make an attempt to correct the situation again, but asked my original cleaner and a friend to check behind them and correct any problems. They found stained sheets on 2 beds, wet linens in the washer, linens in the dryer, towels thrown haphazardly in the linen closet, empty cans and trash on the floor in the basement, and one unclean bathtub. Also the entire stock ofcleaning supplies was missing, and the master comforter still not found. In the 8+ years I've had my house on Airbnb, I've maintained a record of excellent reviews for cleanliness and only had to resort to finding another cleaner because my original cleaner is now babysitting her grandchild. This experience with PS Cleaning has caused me such angst that I have temporarily blocked the house for rentals until at least October in hope that I can find a reliable cleaner by then. I am not requesting a refund for the $55 I paid PS for their original visit to "evaluate" the property. I am only requesting a refund of the $300 paid for 2 cleanings that were never satisfactorily completed. I paid that much out to have the actual cleanings done by someone else. I have contacted the company AMD been told they don't intend to refund any of the money.

  Business response

  05/24/2023

  I want to assure you that several efforts were made to accommodate Ms. Sellers and her complaints prior to it coming to this. Her refund request was rejected simply because her complaints were so numerous, and changed so rapidly and yet lacked any merit or substantial proof. Also, Ms. Sellers received what would have amounted to $1200+  in service fees for only $410. The cleaner went to the property in excess of 5 times and Ms. Sellers paid a discounted rate for a total of $355.

  
  

  The Property was assessed on March 26 originally and Ms. Sellers had the cleaner return twice to a property that is 45 minutes away to run errands (retrieving cleaning supplies, laundering linens, etc.) Neither additional trip was assessed the $55/hour rate. 

  
  

  The property was initially cleaned on April 4 and here’s the link to those before/after photos:  

   *************BEFORE 

   *************AFTER

  The cleaning took nearly 12 hours and there was 15 yard sized bags of trash that had to be hauled away from the property.

  
  

  — The cleaner lost a client and had to reschedule another due to the clean going over the initial agreed schedule. 

  — We do not haul away trash 

  — We do not clean exterior portions/ screened porches/ garages etc. of a residence (with the exception of the grill area cleaning detailed in the cleaning checklist)

  
  

  The second cleaning took place on April 10 and the service photos are linked here: 

  
  

  **Please take note of the oven being completely free of any cleaner, all linens are present/beds made and the dishwasher is completely empty.**

  
  

  The cleaner then followed-up on April 11 due to Ms. Sellers complaints and down right abusive and incessant texting  but we failed to find the issues/errors that she’d noted with the screened in porch or missing linen. No fees were assessed for this visit.

  
  

  — Screened in porch photos attached

  
  

  Cleaning Checklist agreed upon: 

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