ComplaintsforL&N Residential Cleaning Services

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first contacted them on July 18, 2023. My husband discussed everything in detail. Even the owner said that he was very thorough with his description of everything we wanted. They came out in August of 2023. They clean your house very inadequately and say that they did the work. I have multiple pictures from each and every room proving this. We originally contacted them and explained in detail what we wanted done and how ********* we had so they would know what to expect at our house. We opted for their wet method of dusting, which is more expensive and they didnt even do that. They missed a ton of things and claim to have cleaned my house. They did offer a discount of half to pay the maids or to come back out. I provided pictures of every single room showing them that they did not do what they promised. We asked to speak to the owner. They failed to return multiple voicemails and text messages from my husband who originally set up the appointment. When we disputed the transaction via our bank they sent pictures of our home to our bank. We did NOT authorize pictures to be taken of our home. This is a violation of our privacy and completely inappropriate and unacceptable! They started ignoring us even though we gave them plenty of time to respond. They charged us without our consent, insisting that we cover the maids hourly wage, even though they did not do their job.

  

  Business response

  01/22/2024

  We cleaned ******** home at our peak busiest season and unfortunately she did not get a good cleaning.  We did a lot but we missed a lot.  Because of her valid complaints we reached out to her (the screenshots of these attempts to reach her and her husband were sent to the bank as proof of our effort to resolve this issue) offering to send a new team to hit all these misses at no additional charge.. after telling us that she would talk to her husband about it.. ******* never responded to us again.. We made additional attempts to reach her and her husband and even offered a 50% discount to at least cover the wages of our workers that did spend several hours at her home and did accomplish quite a number of things despite what these many pictures may seem to show..  We also took before and after pictures during the cleaning which has become standard practice in our industry.  We do not take any pictures that would give away a persons identity only of items.  We regret that ******* and her husband never responded to us and then tried to cancel payment with the bank without any further communication with us.  

  A new team most likely could have resolved all of these issues.  

  Customer response

  01/22/2024

  Complaint: 20866523
  
  I am rejecting this response because:

  Although, they did text me asking about a new team or 50% off and I did let them know I needed to speak with my husband. However, my husband called and text them to try and work things out. They never returned one of his phone calls or texts. I did not want them to come back out since they missed things in every single room and I didnt feel comfortable with them in my house again. If it was just one or two things I would have understood and had them back out. It was a rush job with a ton of preventable mistakes. We did ask for a full refund since it was not even close to being cleaned. As for the pictures being taken we were not told or made aware that they would be doing that. It is a complete violation of privacy and we should have been told upfront about this. I would have chosen a different company to begin with. I did not give my consent to have pictures taken in my own home. 
  
  Regards,
  
  *******************************

  

  Business response

  01/22/2024

  Although complainant claims her husband made multiple attempts to call/text us, it simply isnt true.  I have still to this day their numbers in our work phone and can show no response came to use from either party.. Her husband simply did not call or text us either.  We were really upset about the amount of misses here and let go of the employees that were on this job in relation to this matter.  We also implemented further training across the company.  We have been open for many years and we regret that we cannot guarantee perfection but we do try our very best to make things right when we fail.  As far as the pictures being taken again it is standard practice across the industry due to the rise in fraud.  It is unfortunate but necessary. We regret that the complainant has so much to say to the public but would not come to us personally to resolve this issue.. we continue to be regretful that she would not allow us to send a new team to resolve all of her issues the next day as this matter could have been closed long ago.  

  Customer response

  01/23/2024

  Complaint: 20866523
  
  I am rejecting this response because:
  
  We made every effort to get this resolved with them but the company chose to ignore us. I was sitting next to my husband when he called one of the times. He asked to speak with the owner. The woman who answered the phone said the owners were not available and would call us back. Of course, that didnt happen. Taking pictures is not industry standard I spoke with our current cleaning company and they said absolutely not! They would never take pictures without our consent. Like I stated previously, if it was just a few things, I would have had them back. It was major things in every single room of our 4 bedroom 3.5 bath home. 
  Regards,
  
  *******************************

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