ComplaintsforMetro's Best Residential and Commercial Cleaning Services, LLC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***** and ****** from metros best cleaning services. I had previously used them on a rental and thought they did a decent job. A really good job on the carpet cleaning so with no hesitation I contacted them again for that rental property deep cleaning. Unfortunately.. my experience this time was really poor. From the time they showed up to the service they provided. I was quoted $350 for a vacant house deep cleaning. As last time the deep cleaning includes baseboards, fixture dusting, deep full thorough cleaning for a rental or a house going for sale. Unfortunately... the cleaning this time was not good at all. Mirrors has streaks all over, windows were not wiped clean, baseboards were not even touched, oven still has dry grease on it, dishwasher was not even opened, spiderwebs were not cleaned. To my surprise when I contacted ***** the owner as any small business would do is to make things right for have a repeat client/ customer. No.. he argued, blamed, and derailed from the issues at hand. He blamed the painters for urine stains on the baseboards behind the toilet. Then blamed the toilet being flushed and liquid coming out somehow making it to the baseboards.. Then he blamed not cleaning the baseboards as the painters job when I had been very clean that the house would not be fully painted as it was fully painted a year ago and needed a full though deep cleaning as the house had much dust. Simple enough... I figured well they will make things right and go and finish the job they have been paid for but no. My mistake was paying them before checking the work. ****** learned. I trusted them since this was the 3rd time they did work for me. At this point I am hiring a cleaning lady to go and finish their job. I am asking for refund of $200 as this is the amount she is quoting to clean the house in the condition it was left. Deep cleaning is a deep cleaning and they failed at providing the quality of service they should as a cleaning/ renovation company.

  Business response

  03/12/2024

  Dear BBB, 

  Good afternoon. First, our company Metro's Best Residential and Commercial Cleaning Services, LLC has done (4) prior jobs before this one.

  When ***************** first contacted me regarding this job she informed me that "they" will be now selling the house as they have taken a loss each of the last three years due to the residents damaging the home and or left the house in very poor condition. She said they had to paint the house again, floors replaced (last year), have the carpets replaced, tub resurfaced in the hallway. Plus she said ALL the blinds minus two were/had visibly broken slats. I told her that we couldn't do the blinds well ,or some blinds not at all as if they are broken touching them will only break them more. ***************** said she understood then asked for a quote for blind replacement 1 1/2 faux blinds which I quoted $1,500.00 for all the blinds and installation. She said that was too expensive and asked if there was a cheaper option? I said that she could go with mini blinds which are less expensive than faux blinds for $750.00. ***************** also said that was too expensive and she would just sell the house "as is".

  She also asked for a quote for the tub resurface which she was quoted $225.00. She said that she received a quote for $170.00 and asked if I could match. I told her that the $170.00 price is extremely low and you get what you pay for. She decided to go with the lower price ,and they didn't do the job correctly as they didn't clean the surround prior to the tub resurface. Also, they glazed the tub stopper and face plate which is supposed to come off to service if needed. This work was done incorrectly. She was upset that the clean couldn't be done even though this was discussed prior to the start of the job. 

  Only after accepting the job ***************** then told me that the previous resident didn't clean for a year and it was obvious, the house was extremely dirty. I told her normally there is a premium but since she is a returning customer no additional charge would be assessed. Also due to the consideration that the tub couldn't be cleaned due to the incorrect work by the resurfacer, and the blinds as previously discussed. 

  ***************** claims that the house wasn't just recently painted is false. There was paint overspray all over the countertops in the bathrooms and kitchen. Scraping paint overspray is not part of our service but we did scrap a lot up. Overspray removal is the part of the Painter. She told me during our first conversation as well as voicing that they were looking to recupe their losses that they have taken during the last three years. ******************* was also at the house when we were working and had no complaints, she left ten minutes prior to us completing the job. Immediately after we left I called her and she asked if there was "roaches"? I told her that the house is "***** infested with German Roaches" and needs to be exterminated. She said that she will now be delaying placing the home on the market and will cost her more money. 

  Note: Even though we discussed prior to starting the job about the blinds we did wipe down all the blinds as best not damage any more slats. Also, the two other blinds that didn't have visible damage (living room/family room) didn't turn nor did the cord work to move them up or down. 

  As for the "urine" on the side of the toilet, I told ******************* that the toilets were cleaned and that the side of the toilet where the bolt is located is leaking from under the toilet. Note: she asked about this five days after we were done.  We are confident that others were in the house and anyone that flushed the toilet would cause the leak. 

  I have included (5) photos that will only be allowed as your maximum, but we have well over 20+ to show that the house was Deep Cleaned. 

  Last, I am not surprised that ***************** has filed a compliant as she over and over again indicated that they are looking to recup money due to their rental losses. I am confident that whoever she used to paint the interior, and the tub are not legitimate companies thus trying to get money from them is not possible. She knows we are a legitmate company which she should be ashamed of herself. She lost money on her renters causing damage and a major ***** infestation and now is looking to get money from anywhere she can. 

  I will not be refunding any money to her and I feel this compliant by her is a total scam. 

  I am more than glad to email all the photos of the home for your review. 

   

   

  Customer response

  03/14/2024

  Complaint: 21411064
  
  I am rejecting this response because:  A deep house cleaning includes baseboards, dusting of lighting fixtures, blinds etc.. The fact that *********** continues to blame and point fingers.. No one even mentioned anything about the bathtub resurfaced or ANYTHING about the hallway restroom. Not any pictures or anything regarding that. Now.. I NEVER mentioned the entire house would be repainted. The house was repainted a year ago and did not need but a touch up. However.. No one is asking him to clean paint. I mentioned nothing about paint splatter. Again.. The issues is the house was NOT deep cleaned. Baseboards were not touched as the pictures show. There is dust and scum outside the master shower as shown on pictures. 

  Me operating at a loss has absolutely nothing to do with someone doing their job right or for what they were paid to do. All the extra stuff he is responding has NOTHING TO do with the issues at hand. I dont care for the money.. I wanted the job to be done right and not have to pay someone again to finish off the job. He did a horrible job. CLEARLY ON THE PICTURES. 

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

  Business response

  05/02/2024

  Go back to my first email the client just had the house painted. You cannot clean freshly painted baseboards. Also, she never discussed baseboards. Light fixtures were not dusted, in fact we were on a ladder and physically whipped them off with a microfiber rag and multipurpose cleaner. Last, all the blinds were broken, in fact I gave her a quote for $1,500.00 for faux blind replacements and $750.00 for mini blinds. This was via text which was sent to the BBB.

   

  stop trying to scam me out of money. She complaints a lot before I accepted the job that she lost a lot of money from her residents who rented the house the last three years and now is trying to get money out of me. She is pulling a scam. 

  Customer response

  05/07/2024

  Complaint: 21411064
  
  I am rejecting this response because: the baseboards were painted a year ago. A deep cleaning includes baseboards, blinds, lighting fixtures and dusting of the walls etc.. if not than its just a regular basic cleaning. Not even touching the baseboards and leaving urine splattered all over the restroom is not clean no one is trying to scam you out of your money. I asked you to please clean the house properly and you said you would not be returning back to the house. I had to hire a cleaning lady to come and clean up after the house was left ridiculously dirty (pics) after a deep cleaning.. its ok to be wrong or to admit you did a poor job (pics). I am asking for the money I had to pay to clean the house properly. This is your business you should care more about doing a good job, a good reputation, and leaving a customer happy than winning an argument or being right. I simply wanted you to do the job right and for me to get what I paid for. You refused to even listen to my complaint even with proof of pics and continued blaming everyone else but taking ownership. I will be posting these responses on all my reviews. This is insane. 
  
  Regards,
  
  *****************************

  Business response

  05/08/2024

  This is the same email from *******************. Please stop sending me these as all she is looking for is to recoup money that she lost from her residents. 
  

  The house was fully Deep Cleaned. ***************** was there and let ten minutes before we finished and she had no complaints. 
  

  Only after being done did she place a complaint and ask for a refund. This is a scam.

   

  *******************************

  Co-Owner

  Customer response

  05/14/2024

  Complaint: 21411064
  
  I am rejecting this response because: 

  This has lost all professionalism and became an elementary school argument blaming, accusing, and attacking. The issue could have very easily been resolved when the issue was reported. I simply wanted the house deeply cleaned to get what I paid for. I paid $350 for a deep cleaning. Now he mentions the baseboards being "freshly painted".. I specifically told him we were not painting the house but simply cleaning up the wall paint. Now do the base boards really look freshly painted? Per the pictures the baseboards are loaded with dirt. We would not be having this discussion if they were painted would we?.. Now.. continues to discuss broken blinds. The blinds needed to be cleaned broken or not. The blinds had extra blinds on the bottom which were replaced. I am still unsure what his "argument" about quoting me new blinds has anything to do with the house cleaning. And also me voicing bad tenants on 2 of my families rental properties.. still unsure what that has anything to do with a deep cleaning of property 2012 Cantura Dr... ** a small business owner I would think it is more important to provide quality professional service and maintain a good relationship and reputation with clients than it is to try to win some kind of argument repeating the same song again and again. Not to mention showing up completely late than the scheduled time and showing up to my house in ***** and not to my rental property which he had cleaned previously. Complete unprofessionalism and inconsiderate of peoples time. The house was supposed to be cleaned and ready for the realtor to inspect and proceed with photos but ***** was still at the house in the evening. The worst part was the realtor scheduling viewings and showing up to the house to find the house completely dirty. 

  ***** you really really lack ownership, humility, and professionalism. Sometimes a simple "I made a mistake and I am sorry" goes a VERY long way. It is really sad to the extent this got to when we simply wanted you to complete the work. ** a business owner you should really take this as feedback and growth self reflection opportunity instead of continuing to blame and argue something that is really evident and clear. 

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

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