Business ProfileforBio-One Of Knoxville Metro

To say I am disappointed would be a bit of an understatement. I hired this company to clean out my sister's apartment, which had not been cleaned in years and was infested with mice and bed bugs... Yep a really nasty job, and so I was expecting for the job to be done professionally. However, they only worked 1 day, and quoted me as a 2 day job. Yet, the price did not change from the original quote. Then they left me nasty walls, a nasty bathroom and kitchen floor, a very nasty sink, and tons of gnats still in the kitchen area. They did not clean any of the shelving in the linen pantry or the kitchen, either. The one upside was the refrigerator looked fantastic. I have a feeling that the fact that my sister was living in subsidized housing and a low-income client had something to do with a complete lack of professionalism in getting the job done. I feel like had we been really wealthy OR decided to finance the cleaning at almsot 13% the job would have been done better. I cannot, in good conscience, recommend this company to anyone who is dealing with the situation I am. I feel very let down, and used up my savings to help pay for this, as well as the contributions of many of my sister's loved ones, to prevent having to finance. I give them barely a 2 out of 5 stars, because of a job that was not finished. When I complained (before even documing ALL the stuff they did not finish) they did offer to come back over, but by this time, I had already sprayed for bedbugs, waited several hours and moved my sister back in, because she was having to stay with me and we already have 3 adults in a 2 br apartment. As well, my sister is disabled from a stroke and it is difficult for her to be away from her home, and this was a very traumatic change for her, even if it was for her own good.

First, I would like to apologize for not properly managing *** ********* expectations. I should have explained more clearly the difference between a hoarding clean out vs. a hoarding cleanout AND deep clean. The job requested was for a hoarding clean out of an apartment with bed bugs, dead/live mice, gnats, and roaches. She had expressed her need for this to happen as quickly as possible to minimize the emotional distress to her sister. Holding true to our motto of 'Help First,' we wanted to complete the job all in one day for her so that she could then have an exterminator come in behind us for the bed bugs, gnats, and mice, as we are not an exterminator company.
The estimated quote was for one day only. This estimate was for a cleanout where we removed and disposed of hoarded/trash items, over 31 dead mice (and 2 live ones), the organizing of the items left in the apartment, and the cleaning of the kitchen and the bathroom. We did not, however, complete a deep clean with chemicals and scrubbing of the whole apartment (walls/floors/etc.) due to our knowledge of chemical treatments for extermination were to be performed after our job was completed.
Deep cleaning prior to this extermination would have been futile due to the residue from the extermination process being left behind on the walls/floors/dishes, etc. The original estimate was not quoted for us to come back after the extermination to complete a deep cleaning. This would have added another day and would have doubled the cost, both negatives to *** ****** that she wished to avoid.
I want to address the following statement of hers directly: "I have a feeling that the fact that my sister was living in subsidized housing and a low-income client had something to do with a complete lack of professionalism in getting the job done." This is simply not true. Our estimates are solely based on the job we are asked to complete, within the time frame our client is requesting. Discussions on site, in person, also determine the scope of the work. The social economic status is NOT, never has been, and never will be, a factor. We are proud to serve our community, and everyone in that community. We do offer third-party options for financing as was mentioned to provide our customers with as many convenience options as possible, however; we have no control over these rates or terms. We strive to accommodate every customer's needs while working within their budget, which was the case here.
We have several before and after photos that can be provided to show that the work that was quoted was in fact diligently completed. Removal and/or steam cleaning of carpet, washing of dishes, deep cleaning and scrubbing of walls, and extermination were not part of the estimate. We do offer these additional services (except for the actual extermination) and would have been happy to provide an additional estimate for them at any time, which would have incurred additional costs and time.
We regret, sincerely, that we were denied the opportunity to remedy her issues. Immediately after being contacted by *** ******* we requested permission to clean the areas she felt were lacking at no additional cost since the extermination had been completed, and we were refused. We are still available and willing to address the issues she has expressed in her review. It is unfortunate that miscommunication and mismanaged expectations are the reason for the poor review. We sincerely apologize and aim to do better in the future. We promise to be clearer and provide written estimates for all options that were discussed for comparison, even if they are verbally refused by the customer at the initial appointment. I believe this may help with any misconceptions and provide the customer with a clearer presentation of the options for remediation.

The estimated quote was for 2 days, not one. The inability to clearly state what type of cleaning is unprofessional. As well, you didn't mop the floors or clean the sills or the walls. You did in some places and not in others, so there is either no consistency in your product offerings or in your staff. I can guarantee that my expectations were not unrealistic paying for what was really mostly hoarding in one room and cleaning in the rest. I made it clear that I wanted things wiped down. When I showed the pics to other professional women including a realtor, they were apalled at what was left. I didn't ask for a deep clean. I asked for a cleaning and a hoarding removal. I anticipated a much more thorough job. This was a complete lack of BASIC cleaning in several vital areas.

He CLEARLY stated this would be a 2 day job. I was preferring it be a 1 day job, but he made it CLEAR that it would be a 2 day job.

I did not REFUSE their offer to come back and clean. That is a misrepresentation. I amde it clear at that point, it was not feasible at that point because of my sister's anxiety and the fact that I had already moved her back in. With brain damage and clinical anxiety, this was traumatic for her, period.

I would love the see the pictures and we can compare them with mine, and I can 100% guaratnee that my expectations were not unreasonable for the type of services being offered. In fact, in the language used in the texts after barely 1 day of work, he basically just decided to leave the floors unclean, with the obvious inference he would have, and without giving me the option to respond, came up with the excuse that I would just have to mop them anyway after a bed bug spraying.

I also made it clear I would meet him out front. He arrived late and went to the back of the building. Perhaps some of these misconceptions could have been cleared up then. I find it very sad that you are choosing to defend what was truly an incomplete job.

Because of this response and the inability to be honest about what transpired, I will be filing a formal complaint. I may also consider filing a civil suit for reprarations because this was an unfinished job, period.