We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

House Cleaning

The Cleaning Authority

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in House Cleaning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2023

    Type:Order Issues
    Status:
    Answered
    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 have used The Cleaning Authority for nine years. In that time, I've built up substantial rewards that entitle me to free cleanings. I personally have spoken to their representative who supposedly redeemed the coupons, yet they still auto charge my credit card. This has happened three times. I'd like a refund for the three times and free cleanings for the remainder of my rewards. Thank you.

    Business Response

    Date: 07/26/2023

    *** **** has been a client of The Cleaning Authority of Knoxville since April 26, 2016.

    We do have a Customer Rewards Program in which *** **** participates.  The program requires the client to access their account online to select points to redeem (clients have the option of 25, 50, or 100% off based on how many points the client has).  *** **** was apparently having difficultly utilizing the online portal and contacted our office for assistance.  

    Instead of pushing back and forcing the client to redeem the points themselves, our office administrative assistant went above and beyond and offered to manually process the point redemption for her on 5/15/2023.  At this point it appears *** **** asked to redeem all her points for future cleanings.  This is not something our system, or our process is designed to do (and our administrative assistant truly should not have offered to handle this way due to the fact that when we manually make these adjustments, it does not automatically remove the automated credit card payment she has set up for her cleanings and the employee closing out the paperwork must catch the change and again, process it manually, removing the credit card payment.  Attached is a customer statement showing the cleanings *** **** has received and the points utilized.  *** **** has received free cleanings from points ($172 ea) on 5/30, 6/27, 7/11, and 7/25, and is scheduled to receive two more on 8/8, and 8/22.  Unfortunately because *** **** was unable or unwilling to process the redemptions herself online, the manual process resulted in two instances where she received the cleanings and the redemption certificate was not applied.  This was on 5/16 and 6/19 when her credit card was processed for the cleanings. 

    The error occurred while trying to go above and beyond in assisting the client's needs outside of standard operating processes.  While we apologize for the error, *** **** has not lost any points, been overcharged, nor has she lost any free cleaning redemptions.  We will not be refunding any monies paid for cleanings she has received, and as shown in the attachment, she has received the full value of rewards redeemed.  I am having my administrative assistant reach out to clarify as she never contacted us about any concerns she had prior to filing this complaint with the BBB.

The Cleaning Authority is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.