ComplaintsforProgressive Cleaning Corporation

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Progressive Cleaning after being quoted through yelp for 1.5-2 hours or $180-240 for a move out cleaning. I was comfortable with this quoted amount and would even have been comfortable with a slightly higher final price. However, when I received the invoice (11 hours after my appointment) it was for more than 3 hours, or $362. I was shocked and surprised that the invoice was for more than double the initial quote! On top of that, I never received a phone call or communication to let me know they'd be going over the quoted time or that they had finished. What is more shocking, my husband and I cleaned everything the day before to ensure they'd be able to finish the details as quickly and efficiently as possible. We swept, vacuumed, mopped, wipe the cabinets and floor boards, and scrubbed the entire fridge and shower. It is wild to me that it took a team of 3 people more than three hours to complete the rest of the cleaning. And they even left a higher shelf dirty! After letting ****** know I was uncomfortable with the cost and felt taken advantage of, there was no apology or attempt to remedy the situation. She just yelled at me for not submitting payment when they didn't send me the invoice until Friday night. We also had our carpets shampooed that day, they were paid promptly because they sent me an invoice promptly. It seems like they routinely bill for 3 hours. Meaning my quote was a dishonest bait and switch. They shouldn’t have charged extra without receiving consent from the customer. I do not think this business should be able to charge $120 more than the upper limit of the quote given.

  Business response

  05/03/2023

  Thank you for sharing your feedback about your experience with us. We understand that you were quoted 1.5-2 hours or $180-240 for a move out cleaning, and the invoice you received was for more than double the initial quote. We apologize for any confusion or inconvenience caused by this discrepancy.
  We always strive to provide transparent and accurate estimates for our services. However, in some cases, the actual amount of work required to achieve a certain level of cleanliness may exceed the initial estimate due to unforeseen circumstances or additional work required. In this case, we tried to complete what we could within the agreed time, but the reality is that we needed more time to complete the service to an acceptable level of cleanliness due to the amount of additional work required.
  We understand your frustration with the situation, and we apologize for any miscommunication on our part. Please know that we take your concerns seriously, and we will use this feedback to improve our communication and processes moving forward.
  Thank you for bringing this to our attention, and we hope that you will give us the opportunity to make things right in the future. Please contact us for an invoice adjustment. 
  Sincerely,
  Progressive Cleaning Corp.

  Customer response

  05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  No communication was given for the change in price and management was unapologetic. I still do not feel satisfied that I was not dishonestly overcharged as I was not there for the entirety of the time billed. Additionally, the charged my card without allowing sufficient time to bring this issue to them. 
  
  Regards,
  
  *********************
  

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