Complaints

This profile includes complaints for Spruce Service, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spruce Service, Inc

  Austin, TX 78727-3908

  
• 

  Spruce Service, Inc

  1406 Hether St Austin, TX 78704-3310

  

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:05/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 tried booking a service for the first time. I booked the premium service and since I was hoping to book for Sunday, May 11th, I saw that there was a twenty dollar fee and it had to be reviewed and accepted since it was short notice. I did not realize they were not open on Sundays.When I a pressed the date on the Calendar, it automatically scheduled me for when they are open on Saturday, May 10th. This did not show until I pressed submit, and I immediately canceled within 10 seconds, seeing that it was the wrong date for me. My bank account is still showing that I incurred a $35 cancellation fee (which was not shown to cancel) even though I cancelled within ten seconds and obviously did not take anyone time to review or approv yet, which means that it was no harm or work on there end so I should not incur a fee.. Especially as the first time customer. I am very disappointed and if I have to pay that fee I will not be using them in them in the future.

  

  Business Response

  Date: 05/13/2025

  Thank you for reaching out and sharing your feedback we completely understand how that situation could be frustrating, especially when booking for the first time.
  Weve gone ahead and waived the $35 late cancellation fee as a one-time courtesy due to the confusion with the service date and your prompt cancellation. Our goal is always to make the process as smooth as possible, and we appreciate you taking the time to let us know about this issue.

  
  The refund will reflect back to the card you have on file in the next 2-4 business days. If you have any other questions, you can visit our FAQ page here: *********************************************************, or reach out to our team directly at **************************************************** were happy to help!

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:04/30/2025

  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 had a cleaning done on April 16th 2025. I am usually at work during my monthly cleanings. When I got home the home was nicely cleaned and organized. However, a couple of days later a jewelry holder was nowhere to be found. The jewelry holder was behind the TV in the main bedroom. Everything that was around the TV was found tucked away in a drawer in the dresses except for the jewelry holder. The jewelry holder had 2 pairs of diamond earrings. We looked everywhere around the apartment to make sure it wasn't placed anywhere else before contacting Spruce cleaning services. I provided pictures of the jewelry holder, the 2 pairs of earrings and the area the jewelry holder was. Spruce informed me that they did not believe that their employees saw or took the jewelry holder. I have filed a police report due to the missing jewelry. I am just either wanting my jewelry back or compensation for the value of the jewelry. I trusted this company with my home and feel like I was taken advantage of and not believed as a customer.

  

  Business Response

  Date: 04/30/2025

  Thank you for sharing your experience, and were truly sorry to hear about this difficult situation.
  Following your report, our team conducted a full internal investigation and reviewed all details shared, including interviewing the cleaning team and housekeeping manager. We did not find any evidence confirming that the cleaning team was responsible for the missing items. As part of our process, we asked that a police report be filed so that we could fully cooperate with any investigation. To date, we have not received any follow-up or formal request from law enforcement. Please know that Spruce has a strict zero-tolerance policy regarding theft, and if any verified evidence of misconduct by a cleaning professional is provided, we act immediately and terminate that individual from future services.
  
  As no further documentation or confirmation has been submitted, we will not be issuing compensation for the missing items. We understand this outcome is disappointing, and we do take your concerns seriously. To the extent that any new information comes available regarding this incident, we are more than happy to revise this decision. Thank you again for your time and for bringing this matter to our attention.

  Customer Answer

  Date: 05/01/2025

  Complaint: 23265864
  
  I am rejecting this response because: the item was on the dresser behind the TV the day before the cleaning and now it is missing. The item was moved or taken and the only people that came in my home was your employee. I filed a police report on 04/29/2025, case# *********** / Officer *. ****** with the ******************************
  
  Regards,
  
  ****** ******-*****

  

  Business Response

  Date: 05/02/2025

  Thank you for your follow-up and for providing the case number and contact information for the ******************************
  We want to assure you that we take this matter very seriously. Spruce will fully cooperate with law enforcement throughout their investigation, and we are committed to supporting any efforts that help bring clarity to this situation. As previously stated, Spruce maintains a strict zero-tolerance policy regarding theft, and if it is determined through the police investigation that our team member was responsible, we will take immediate and appropriate action, including permanent removal from future services and any other necessary steps.
  
  At this time, we will not be providing compensation for the missing items until the police investigation has concluded and any findings are communicated. We understand how frustrating and upsetting this situation must be, and we appreciate your patience as the formal process proceeds. Please feel free to have the investigating officer contact us directly ************************************************************************************ so we can provide any needed documentation or information.

• Initial Complaint

  Date:04/03/2025

  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.

  We scheduled a deep cleaning service and did not receive deep cleaning service. I left specific notes for the maid to double check they provide all services listed including dusting and mopping floors, etc. I provided proof of the issues and asked for them to send someone out to fix the issues that werent taken care of. Im requesting a refund because I did not receive the service I paid for.

  

  Business Response

  Date: 04/04/2025

  The customer booked a Premium Cleaning for Thursday, March 27, 2025. The service was completed. The customer submitted feedback about the ********************** with quality issues and pictures showing a lamp was not dusted, an area of the oven was missed, and windows were not cleaned. While windowsills were part of the service, windows are an additional add-on which was not included and the other areas missed, some listed without pictures, incurred a $25 credit added to the customer's account. This resolution abides by Spruces terms and conditions here: ********************************************

  Customer Answer

  Date: 04/04/2025

  Complaint: 23156065
  
  I am rejecting this response because:
  It was more things missed than what was not done. Deep cleaning was not done.

  
  Regards,
  
  Courage Owhonda

  

  Business Response

  Date: 04/08/2025

  Were sorry to hear the service didnt meet your expectations. You booked a Premium Cleaning on March 27, 2025, and submitted photos of missed areas including a lamp, part of the oven, and windows. While window ***** are included, full window cleaning is an additional add-on, which wasnt selected for your booking.
  
  A $25 credit was issued based on our review and in line with Spruces Terms, which outline that resolutions may be offered when some checklist items are missed but a service was still completed. We understand this may not be the resolution you hoped for, but weve done our best to fairly address the concerns reported. We appreciate your feedback and will continue working to improve.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23156065
  
  I am rejecting this response because:

  
  Thank you for your response regarding my complaint. However, I am extremely disappointed with your decision to deny my request for a refund despite clear evidence that the service I paid for was not provided.
  
  
  As stated previously, I paid for your Premium Deep Cleaning service, which comes with specific tasks and standards outlined by your own company. Unfortunately, what I received was a very basic/general cleaning that did not meet the expectations or checklist of the Premium Clean.
  
  
  Tasks that were not completed include but are not limited to:
  Dusting ceiling fans
  Cleaning baseboards and window *****
  Scrubbing shower tile & grout
  Cleaning the interior of the microwave & fridge
  Cleaning cabinet exteriors
  Vacuuming upholstery
  And more
  
  
  Offering a $25 credit does not resolve the fact that I paid for a deep cleaning service and did not receive it. I should not be expected to pay full price for a service that was not fully performed. I dont want the credit because I dont plan to use your services in the future. 
  
  
  At this time, I am still requesting a resolution. I am willing to settle this matter in one of the following ways:
  1. A full or partial refund that reflects the incomplete service provided
  OR
  2. Have someone from your company return to properly complete the Premium Deep Cleaning service I originally paid for
  
  
  I am hopeful we can resolve this matter professionally and fairly. Please advise on how you would like to proceed.
  
  Regards,
  
  Courage Owhonda

• Initial Complaint

  Date:03/18/2025

  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 had a very concerning experience with Spruce. Not only did they fail to clean my apartment as scheduled, but when I called their help line, they asked for my keys and even my Social Security numbersomething that seems completely inappropriate for a cleaning service.Even more concerning, their help line promoted a senior citizen discount that required providing a Social Security number, which feels like a major safety risk. I worry that some people may be more inclined to trust this and unknowingly share sensitive information.

  

  Business Response

  Date: 03/19/2025

  Thank you for sharing your concerns. We want to clarify that Spruce Cleaning does not have a phone line and will never request Social Security numbers at any point during sign-up or service confirmation. Our support is available exclusively via Chat, email, and SMS, ensuring secure and direct communication.
  There have been reports of scams related to a separate company, Spruce Banking, which is not affiliated with Spruce Cleaning. We strongly encourage customers to be cautious and verify they are communicating with the correct company.
  To address the areas of concern you mentionedvacuuming/mopping, dusting, and cabinet exteriorswe have issued a $35 credit to your account. This adjustment aligns with our resolution policy, which aims to provide fair outcomes for both our valued customers and our dedicated ********************** providers.
  We appreciate your business and hope to have the opportunity to serve you again.
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Order 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.

  3/1/25 $258 Services were not rendered Move out clean Services were not rendered This business charged me 2 days prior to servicing my home. Services were not rendered. I paid for a move out clean, and was given a window of 10-5. Their staff apparently was delayed. Yet, I was never notified of this issue, so arrangements could be made. They did not send no email or text, because you cant call them. Additionally, I had emailed this company prior to them coming that leasing closed at 5pm, and they acknowledged it. Luckily, I was able to call the leasing office at 4:59 and ask the consultant to please wait a bit. She did, and had to leave eventually, but no cleaning company arrived, until an hour later outside of the window. I asked this company to accommodate for the lack of professionalism, because they put me in a precarious situation as a resident. They basically said I could wait until next week or cancel with a refund. Yet, not understanding the capacity of the situation. As a tenant that moved out, my expectation as an old tenant is to have a clean apartment the same day I leave, not days and weeks afterwards. This company did not care, and would not budge on getting the job done. It caused issues with the apartment complex, because they offered to let the company come back, but the company wasnt available. They did not try to rectify the situation, and ignored many requests to be put through to management. I have had to jump through hoops and be penalized by my apartments, because this company did not do the job they were supposed to. Also, they thought a 15 credit would suffice, as if I would ever want to hire them back. I need the services to be rendered even with my requested refund, because that is only right. I also emailed again expressing these same concerns and was ignored.

  

  Business Response

  Date: 03/04/2025

  We sincerely apologize for any inconvenience caused when our team was unable to complete Miss Eppss service. We strive to be punctual for every appointment, but unfortunately, our team was unable to access the unit upon arrival.
  
  Please know that Miss **** was refunded in full for the missed service, and our team expressed their sincere apologies. Additionally, we provided a $15 credit as a goodwill gesture should she choose to rebook with us.
  
  We regret that we were unable to meet her expectations and we wish her all the best.

  Customer Answer

  Date: 03/05/2025

  Complaint: 23016527
  
  I am rejecting this response because:
  It is their job to notify me if someone is not able to make the window in advance. This was not disclosed and is unprofessional. My unit needs to be serviced in good faith. I am now subject to a cleaning fee thanks to this company. 
  Regards,
  
  ******* ****

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for any inconvenience Ms. **** experienced. Our team made every effort to arrive within the scheduled window, and we sent an "on the way" message at 4:38 PM to confirm our arrival. Unfortunately, when our team arrived shortly after the window, the leasing office was closed, preventing us from accessing the unit.
  
  As a goodwill gesture, we issued a full refund and provided a $15 credit. Additionally, our cancellation policy regarding entry issues is clearly outlined on our website and was included in our initial response.
  
  We regret the situation and appreciate Ms. **** feedback. Please let us know if any further clarification is needed.

  Customer Answer

  Date: 03/05/2025

  Complaint: 23016527
  
  I am rejecting this response because: Yet, I sent a message at 4:12 via email informing you all, leasing closes at 5. I was then emailed back by *******, who reassured me of the window of 10-5. In addition, saying youre on the way is not saying Im delayed or running behind, with an ETA. It is inexcusable behavior for a service that customers count on. When that information was relayed, I asked for an immediate call or correspondence and that did not happen. However, I still managed to catch the leasing consultant via call, and she waited on the cleaner. It was not a quick arrival. You guys were almost an hour late if not exactly that. This is so sad that you guys are not accountable and have no integrity.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:02/26/2025

  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.

  On Feb. 6, 2025, we paid Spruce $270 for a move out cleaning. Two days later, on Feb. 8, we entered the apartment, finding it filthy. We took several pictures: Two dirty kitchen sinks, a dirty tub, a filthy bathroom floor, filthy kitchen floor, dirty floor moulding throughout, as well as a dirty fridge and oven.We emailed and IMd customer support, requesting someone to come back asap, as our move out inspection was on Feb. 10. They stalled. Mid-day on Feb. 10, we were forced to to go to the apartment and clean it ourselves.Since they never showed up to do the job they were paid to do, we requested a full refund. Agents kept asking for pictures ... and more pictures ... and more pictures. I only took so many. How many do you need to prove your contractor didn't do their job?After hours of back and forth, we only got a $70 refund. So, we paid $200 to clean our own apartment. This was an obviously bad job by any objective or subjective measure. But worse, the company seems to have a culture to deflect and maximize immediate gain over creating lifelong customer relationships. Pictures attached of Spruce's "cleaning".

  

  Business Response

  Date: 02/27/2025

  Thank you for sharing your feedback. We are genuinely sorry to hear that this service did not meet your expectations. After the service had finished, the customer reached out to let us know the following areas were missed during the cleaning:

  Missed refrigerator
  Missed oven
  Missed kitchen floor
  Missed bathroom No. 1 floor
  Missed bathroom No. 1 sink
  Missed bathroom No. 1 tub
  Missed bathroom No. 2 sink
  Missed bathroom No. 2 floor
  Missed baseboards throughout
  
  As this was a Move Out Clean, our team immediately offered a $70 refund for the missed areas, in line with our resolution policy. Unfortunately, this offer did not meet his satisfaction, so we then extended the offer to return and re-clean the affected areas. However, he declined that option. In response, we provided an additional $30 refund, totaling $100.
  
  We believe this resolution is fair, taking into account the areas missed and the opportunity we provided to remedy the situation. We also strive to ensure our service providers are compensated appropriately for their hard work.
  
  Thank you for your understanding.

  Customer Answer

  Date: 03/08/2025

  Complaint: 22988500
  
  I am rejecting this response because:

  it is not true that I rejected their offer to come back. Matter of fact, I asked them repeatedly to come back by midday Monday because our move out inspection was on Monday afternoon. They could not offer up a time and we asked them repeatedly to come on Monday. They never did. So we had to clean the entire place ourselves on Monday.

  we did not ask for a full refund until we had to clean the place ourselves. With a small refund, the only service received was a vacuum cleaning. That is not acceptable. That is not what we were supposed to get. The service they provided, the lack of it, should be unacceptable by any reasonable or objective measure. 

   

   

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/20/2025

  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.

  My apartment was not vacuumed (I was here when the cleaner showed up and didn't have a vacuum or cleaning supplies), the floors were not swept or mopped, the sink was not washed out, there is dust and carpet lint everywhere, and the trash bag in the trash can was not replaced. This was a beyond disastrous lack of attempt of cleaning.

  

  Business Response

  Date: 02/21/2025

  Thank you for taking the time to provide feedback. Were very sorry to hear that the service did not meet your expectations. We always strive to provide excellent service and take every concern seriously.
  Upon review of your complaint, we noted the following areas where you expressed dissatisfaction:
  Floors were not swept or mopped
  Sink, countertops, and stove were not cleaned
  The trash bag in the trash can was not replaced
  Windowsills were not wiped down (which is not part of the service included in your booking)
  In response to your concerns, we granted a $25 credit in line with our resolution policy and clarified the scope of the service provided. We understand that you were still dissatisfied with this resolution and requested further compensation. In an effort to ensure we address your concerns fairly, our management team reviewed the situation and, as a gesture of goodwill, issued a refund of 50% of the service charge ($50). This is above and beyond our typical policy, as we want to make things right for you while also ensuring that our service providers are compensated fairly for their work.
  We hope this resolution reflects our commitment to customer satisfaction, and we are always open to feedback to improve our services moving forward. If you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:02/03/2025

  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.

  Spruce cleaner went through my personal items in addition to cleaning in a very poor manner. I promptly ***orted the issues to customer ********************** and various customer ********************** **** gave me the runaround before a customer ********************** lead arbitrarily decided to refund me only $50. I then found out that a *** posted a review of the service on the Spruce app on 1/31/25 as if they were me.

  

  Business Response

  Date: 02/04/2025

  We are genuinely sorry to hear that our service did not meet the customers expectations. The areas identified by her as missedsuch as the bedroom floor not being mopped, grime on counters, issues with app notifications, and other overlooked areaswere taken seriously, and a resolution was provided in line with Spruce's service policies. Given the nature of these concerns, our team offered either a redo or a $50 credit. When this offer was declined, a refund of $50almost 50% of the total service chargewas processed.
  The customer reached out to inform our team that her items had been rearranged during the service. This feedback was taken seriously, and the matter was discussed with the service provider's manager. As a result, the customers concerns were reflected in her refund. Additionally, she expressed dissatisfaction that a dead bug was not removed during the cleaning. However, this is against our policy, as removing dead bugs can pose health and safety risks to the cleaning staff.
  Regarding the feedback rating, our representatives update ratings on behalf of customers when feedback is submitted to the Support team but not reflected in the app or email requests. This ensures that the cleaning team receives accurate coaching, and that quality reports reflect the actual service or issues reported. This is standard practice designed to maintain high service quality across all cleanings. However, the rating was removed upon the customer's request.
  ********************** strives to meet customer expectations, but in this case, the resolution provided was consistent with its policies and the scope of the issues reported. While the company understands the customer may have been expecting a different outcome, the resolution aligns with its guidelines, the reported issues, and all correspondence, including photos.

  Customer Answer

  Date: 02/04/2025

  Complaint: 22890168
  
  I am rejecting this response because:

  The response provided was sent to me prior to my submitting my BBB complaint. Meaning, no new action or offer of recompense has been made by the business in response to the BBB complaint.
  

  My requested resolution continues to be a full refund of my $109 cost for the cleaning and a written letter of apology from ********* *******, Director of Support and Experience at Spruce, for the improper handling of my concern but mostly, for the fact that a *** was allowed to review a service posing as if I had posted the review  

  Had this matter been handled with any decorum, basic customer **********************, and respect for my time, energy, and finances, I would not have filed a complaint with the BBB at all. 

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/28/2025

  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 for Floor cleaning services and the floors were not cleaned and they denied my refund request only offering a $10 credit towards a new service.

  

  Business Response

  Date: 01/28/2025

  We appreciate Ms. ****** feedback, and we sincerely apologize for her dissatisfaction with the floor cleaning service.
  Upon receiving her complaint, we immediately reached out to our cleaning team and their manager to gather more information. After reviewing the provided photos and information from the team, it appears that the service was carried out according to our standards. However, we understand that Ms. ***** was still unhappy with the results.
  As part of our commitment to customer satisfaction, we have given a $10 refund on the $40 service charge as a gesture of goodwill and to demonstrate our desire to resolve the issue amicably. We believe this refund fairly reflects the work performed, while also ensuring our team is compensated appropriately for their time and effort.
  We value all feedback from our customers and aim to continuously improve our services. 

  Customer Answer

  Date: 01/28/2025

  Complaint: 22865191
  
  I am rejecting this response because: all they did was vacuum. The floors were filthy close up. These photos are not an accurate depiction of the work performed. Furthermore, this is not the first time this happened. I want a full refund. This is unacceptable. I have 15 different pictures of stains on the floor that were not mopped up. I want s full refund, this is disgusting and the customer ********************** and $10 refund is deplorable. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:12/04/2024

  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.

  This is a cleaning service who advertised that they partner with my apartment complex. I paid $237 for a premium cleaning, organization, and cleaning the inside of my fridge. Once I got a notification that the cleaning was complete, I noticed that they uploaded pictures of a completely different apartment with a receipt dated 11/22/24, when I paid for services to be rendered on 11/27/24. I sent an email regarding this issue and have not gotten a reply. When I arrived home, it was apparent that no one had been by to clean my apartment. Nothing I paid for had been done.

  

  Business Response

  Date: 12/05/2024

  Thank you for reaching out, and we sincerely apologize that your recent experience with us did not meet your expectations. Our goal is always to provide a positive service, and we regret that we were unable to do so in this case.
  Upon reviewing your situation, we acknowledge that our team initially sent the wrong clock-out photo as part of your checklist. As a gesture of goodwill, we offered to return and clean your home at no additional cost. However, when our team arrived, they unfortunately discovered evidence of bodily fluids in the area, which led to the decision to leave.
  Please understand that while we take great pride in the services we offer, the safety and well-being of our team are our top priority. We are unable to clean bodily fluids, including blood, vomit, urine, or any other fluids from humans or animals, as noted in our FAQ section, specifically under the question, "Is there anything you won't clean?"
  Given these circumstances, we canceled your service and issued a full refund to the card on file. You should see the refund reflected in your account within the next 2-4 business days.
  Once again, we apologize for the inconvenience this has caused and genuinely appreciate your understanding. We wish you all the best moving forward and hope you find a solution that works for you.
  Warm regards,