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Complaint Details
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Initial Complaint
01/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
First time cleaning by SOS done on 1/9/2024. I asked for 4-6 man hours. Two cleaners stayed 3 hours but I have had my entire house cleaned for that amount of time and they only cleaned half of my home and an additional bathroom. They did not work efficiently for 6 man hours ($210) and they still charged me for 6 man hours. I took a white rag to my master bathroom sink to seal the countertops right when they left and I wiped up a significant amount of my husbands beard hair so the cleaning was not good quality. There is permanent damage to my tub. I had suspected the glass door was knocked down by a cleaner because of the scratches and chipped tub. I was home and spoke directly to both cleaners before they left. They did not tell me about this damage until I brought it up with the owner via text and they did confirm the tub glass door was knocked down. We used that shower the night before with no problem but the cleaner is stating the door was not secure. My children use that shower and I would not put them in there if there was a chance of the door falling on them. It was secure to my knowledge. I text the owner my concern about efficiency, quality and the damage with photos. She ended the conversation with "I am very sorry they didn't say anything to you about it." Then sent me a bill for 6 man hours. There is no resolution for the damage. There is no discount for poor quality or efficiency. I have had my home cleaned by about 4 different cleaning companies over the last 3 years. If there is damage they always are honest and address it with me. If they are not efficient they acknowledge and drop the cost. SOS Star Cleaning was not honest up front and the cleaning quality does not match the price level.
Business response
01/23/2024
SOS Star Cleaning cleaners walked the house with homeowner who raved about how beautiful it all looked. I contacted the home owner 2 days after the cleaning was done, asking how it went. Cleaners said they thought homeowner heard the noise of the door falling. No damage was seen, only a few black marks which they wiped clean. Homeowner did not ask for a discount or repairs done. If asked, we would have been happy to.
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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