Complaints

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:04/02/2025

  Type:Product 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 scheduled a cleaning service for today, April 2, 2025. They were suppose to arrive between 9am- give or take an hour. I got a text at 8:55 telling me that there was a problem with the maids car and they could send someone at noon, I told them, Noon was too late as I had plans for the afternoon. They went ahead and charged me $374.36 AFTER I told them I no longer wanted their services! Since when do you charge for services that have not rendered?We have our house up for sale and needed it cleaned that day for a showing!I want a refund and an apology for the inconvenience this has caused me.

  Business Response

  Date: 04/05/2025

  Hello ******,
  We want to clarify that you were not charged for the cleaning service. A pre-authorization was placed on your card at the time of booking, which is standard procedure to ensure funds are available. However, this was reversed the same day the appointment was canceled and no funds were captured.
  We understand that the 3-hour delay was far from ideal, and we sincerely apologize for the inconvenience it caused. Per your request, we promptly canceled your appointment.
  We appreciate your feedback and hope to earn your trust with a future service. Should you need any assistance moving forward, were here to help.
  Sincerely,
  Texas Cleaning Services

  Customer Answer

  Date: 04/05/2025

  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:11/25/2024

  Type:Product 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 hired this company to perform their service/ clean my home. They did not complete the service. The kitchen was a mess. Trash not taken out. Rugs not vacuumed. They sat on my couch and scrolled their phone as I watched from My security camera. I asked for a refund and they agreed but yet to have it. There is also no way to cancel the contract online.

  Business Response

  Date: 12/07/2024

  Refund Issued for services rendered.

  Customer Answer

  Date: 12/09/2024

  Complaint: 22599099
  
  I am rejecting this response because: I have never received the refund. They said they issued it, but it has never appeared in my bank account.
  
  Regards,
  
  ****** ********

  Business Response

  Date: 12/10/2024

  We have reached out to the client directly and issued the refund using Zelle.

   

  Customer Answer

  Date: 12/11/2024

  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:01/22/2024

  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 recently had my home cleaned for move out, The home was initially cleaned on Dec 31st and then recleaned on Jan 3rd due to multiple areas being missed. I informed your company that I needed a reclean by the 3rd as that was the final lease day. The cleaner had me explain what areas had been missed, which I did. I stayed there at the property while she was cleaning from 9:30 - 11am. She was in the process of remopping the home and had finished the kitchen and living room when I left. This meant that the three bedrooms, entry way, 2 bathrooms, three closets, and utility rooms had not yet been mopped and all of the baseboards in the home were still dirty and had not been wiped down at all. I received a text from your company about 30 minutes later saying the cleaning had been done and to come back for a walkthrough. I replied explaining that there was no way the home was clean as I had just left and most of the home was still dirty. I did not have time to come back a second time for a walkthrough as I have to work overnight. I then informed the company that I would be back later to take pictures if the cleaning was not done. I arrived back at the home around noon and none of the baseboards had been wiped down, there were stains on the floor still, dirt and hair in the bathrooms. I was forced to drive back and forth for two days to check the cleaners work and was almost expected it seems to remain in the home for the whole cleaning and double check her work and tell her what exactly needed to be cleaned. I dont understand why there is a 50 point checklist for move-out cleans if it isnt followed at all?? I have filed a claim with the company, have emailed them five times for an update with no response. I have also messaged the business number directly nine times and each time am told I will get an update via email?? This is ridiculous I am extremely dissatisfied with this company and would not recommend this service to anyone.

  Business Response

  Date: 01/22/2024

  Customer received a response.

  Customer Answer

  Date: 01/24/2024

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

• Initial Complaint

  Date:11/13/2023

  Type:Product 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.

  This company initially said $170.00 for cleaning service but billed $201.15 for residential cleaning service in the past for every month. They billed $240.26 on 9/23 from my credit card even before the service done on 9/30/2023. After my text message to the phone requesting for the overcharged amount to refund, I got the response saying that I will see that refund reflect when the service is done. Even after repeated text message and email to ***************** finally they said the credit was issued to my account and will be applied to my future services. The next service done on 11/11 had no credit amount applied as they promised and billed overcharged again. They should be honest enough and transparent while billing extra amount. This is so ridiculous.

  Business Response

  Date: 11/13/2023

  Hi *****, I will have the supervisor contact you with a resolution.

  Customer Answer

  Date: 11/16/2023

  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:06/06/2023

  Type:Product 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 with this company on April 28th, 2023, the cleaning was sub par, but they double charged me. I have been in contact with them about them refunding one of the charges of 216 dollars, and I still have yet to receive it. It has been over a month of back and forth and them telling me it is being processes. I have tried everything and still not been refunded

  Business Response

  Date: 06/11/2023

  Please email ****************

  Customer Answer

  Date: 06/12/2023

  Complaint: 20146629
  
  I am rejecting this response because: it does not give me a resolution.
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/14/2023

  Please email **************** to speak to a supervisor 

  Customer Answer

  Date: 06/14/2023

  Complaint: 20146629
  
  I am rejecting this response because: I have been in contact with this company, and I just want my money back
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 service scheduled for Jan. 30. I was apprised that the person coming had an emergency and would not come. No one did. They sent an email asking me to rate the service! It never happened. I am still trying to get back the payment they took.I called and canceled my service and requested a refund. I was assured it had been filed. It did not occur. I emailed the supervisor to assert the same. I received no response and still no refund. Sometimes they come, sometimes they don't, sometimes they let you know. Always they take the money.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 booked an online quote for move in cleaning through the Texas Cleaning Services website and paid extra for inside fridge and inside oven cleaning. The cleaning was scheduled for Saturday, November 26, 2022. When the cleaner arrived, I let him know that I will not be needing the fridge or oven cleaned. I called the office on Monday, November 28, 2022 to explain that those services were not performed and requested a refund. The lady said that she would process the refund for $44.70. I have called about 4 additional times in December/January to follow up on the refund. The gentleman I spoke with said they processed it on their end but there was an issue with the third party they use and it should be complete within 3 more days. No refund was processed. I called again a week later and spoke with a woman who gave me her supervisors email ****************** and said that she would pass on the information. I sent an email to the email address given requesting my refund and confirmation that it was processed. I received no reply. I called again on Tuesday, January 3rd to follow up on the refund that is now due over 30 days from when my initial call and I spoke with *****. He told me that he was unable to send me a confirmation and gave me his supervisor's name, **** who was out of the office that day. I called again today, January 5th and I received no answer. I wrote a *********** review of their poor customer service and while going through previous reviews saw that I am not the first person that this has happened to.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  $222.16 in a refund for canceled services charged 11/23. Have sent 8 emails and called 4 times, each time being told that their supervisor is not in and that they would call me back.

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service 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 complaint regarding my paid in advance cleaning service with Texas Cleaning Services that was performed on 9/19/2022 for $447.00; Invoice #******. They were hired to perform a move out clean and did not reach the level of expectation at all. After doing a walk through with the team, it was clear they missed multiple areas despite having a 50 point-checklist since I had to return my keys I did not have time to sit there and have them clean again. I called to express the poor service received, they sent a text directing me to email their supervisor email and gather photos. Due to the lack of cleaning, my previous landlord had to charge me an additional $300 to re-do a full interior clean since Texas Cleaning Services didnt. After almost a month of no response via email and extremely poor customer service over the phone with who he says ************ finally got a response from a manager **** no last name. They stated they processed a refund almost a month later and I have yet received my funds. Along with other customers on their ****** reviews. It is clear this business doesnt know how to clean, they charge customers before service and only care about collecting moneynot performing what theyre hired for.

  Business Response

  Date: 11/29/2022

  Please email **************** to escalate this matter.

• Initial Complaint

  Date:10/03/2022

  Type:Product 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 arranged cleaning services for my apartment on 6/9. One man showed up to clean the apartment (I helped him carry his supplies in) and he was there for an hour (I helped him carry his supplies out). I was disappointed with the quality of cleaning for the price (279$) and left a negative review on ******* I received a text message from them afterwards saying ".. having a 1 start review really does affect by business" and "I would like to step in and make this right, I'm open to sending another cleaner or fully refunding you for the poor service receive...I hope this solution would get right of that 1 start review." I agreed to the refund and they sent me an email refund invoice. After multiple weeks, the money was still not put on my account. I emailed them and they told me that it had cleared on their end and to contact my bank. I did contact my bank and waited. I just received notification that my bank investigated the matter and denied my request. In the documents sent to me by the bank it appears the company lied in multiple ways. They first told them that "3 cleaners worked for 5 hours, "which is not true. I was there. In their text messages to me they even say "I will speak to the cleaner regarding this matter." Furthermore they provided two pictures to the bank of a clean freezer and clean stove. However, they are not my oven or stove. I have a vertical freezer and they send a picture of a horizontal freezer. Further, the stove has k**** in a different place. They lied to me about sending a refund, even though they emailed me a refund notice and they lied to my bank, including sending fraudulent evidence. They also told the bank that no complaints were made, which is also a lie (see evidence).

  Business Response

  Date: 10/05/2022

  Hello,

  Please email **************** to escalate this matter.

   

  Regards

  Customer Answer

  Date: 10/06/2022

  Complaint: 18155105
  
  I am rejecting this response because:I have contacted them multiple times (I called and texted earlier this week to no response). And, of course, they have proved untrustworthy, e.g. sending a fake refund invoice, lying to me and the bank, sending fraudulent information and images to the bank. In short, I don't trust that they will resolve this ethically without any moderation. Please see my initial complaint with all the necessary evidence.
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/10/2022

  I will have someone contact you directly