ComplaintsforThorough Clean, LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Original start date of deck staining June 15th, **** *************************** is point of contact for company and owner. Came out and started power washing the deck then left for 1 month, came back after many calls and text to start staining the deck. As of August the 15th, two months after project start date, the deck still has unstained surfaces and only has one of two coats that were quoted originally.Other complaints:-Quoted on one deck stain and then used a cheaper brand at time of staining -Deck stain splattered all over newly washed patio, hardiplank siding and sunroom windows with no cleanup -Windows of house are covered with overspray from electric deck sprayer while moving new couches out of sunroom deck, left hand prints of oil based stains on couch -killed grass with oil based stain poured onto lawn For this $1200 has been payed as a down payment for more expensive sealant procurement (which was never used) and total of quote was $2200

  Customer response

  09/05/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Thorough Clean, LLC regarding complaint ID ********.
  
  Regards,
  
  **********
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I contracted a 3 day job with ****************** to epoxy the downstairs concrete slab floor and paid down payment 11/20/21. He stated he was licensed, but the county states he only had a business license and not a contracting license. Work was to start 12/20/21 and be finished by Christmas, guaranteed. ****************** was consistently late, performed so poorly that the floor had to be done twice and is still very bad. My "super durable" floor can still be scratched using only a human fingernail and dirt and defects exist throughout. I have to replace my bathroom sink and faucet and two doorknobs because they are permanently epoxied, as is the entire stair carpet into the floor. ****************** was routinely hours later than he stated he would arrive, or no call/no show altogether.On 2/14/22, I requested a full refund of the $7,280.73 so that I could pay someone else to fix or cover the awful workmanship, ****************** said he would go through his insurance to get the refund, then refused and offered an unacceptable $2,000 refund via check. I cannot cover all the shoddy work for that amount. Once I expressed intent to take this to court, he made many unprofessional insults and comments, then pleaded to allow him to re-do the floor, which I regretfully did. A 3 day job became 140 days, remains unfinished with substandard workmanship. I changed my review to 1 star and ****************** threatened to *** me for slander if I gave an honest review. I have extensive photographic proof, along with hundreds of texts between us that verify all that I have said above. Please, please contact me if you have ANY questions or need further info. ****************** is very slick and personable, and will also lie without hesitation or remorse, as I can also prove.

  Customer response

  10/24/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Thorough Clean, LLC regarding complaint ID ********.
  
  Regards,
  
  *********************
  

  Business response

  11/29/2022

  We went back and redid the floors and took care of the consumer at no cost to them. The floors got messed up at no fault of the company as it was an epoxy floor that needed to dry but dust got blown into it from the air being turned on and the pets walking across the floor. 

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that the fictional reply will not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, there was no offer made by the business for resolution. The reason the floor was redone at no cost to me is because I had already paid for it, the first attempt was so bad that they didn't want to get sued and pleaded for me to allow them to return. Why would I need to pay TWICE for awful work? I've plenty of evidence on original work, and do over work that supports this.

  
  As of 11/29/22, the floor remains unfinished with nearly as many issues as the first.The nails, to be pulled as quoted on the job, were epoxied by the business owner over instead, creating the problem of floor damage at removal. The clear coat urethane was never applied in the bathroom. My doorknobs and porcelain sink still have unremovable epoxy on them requiring replacement, the carpet on the stairs remains permanently epoxied to the floor and will cause extreme damage to floor when removed. The doorway thresholds to each room remain with thick and uneven overflow that was not smoothed from first botched job, and only made worse which cannot be hidden, along with all the broken air bubbles all over leaving holes in the surface that scratch or cut bare feet, and the "super durable floor" I was sold remains easily damaged with a human fingernail. It is nothing like what the owner sold the job as and the business owner abandoned the 3 day job after 140 days, unfinished. 100% unacceptable to ANY customer, especially at that price.

  
  Also, the business owner is being very dishonest and I have proof of that, too. Please review for yourself and verify that "no fault of the company" is a complete lie.
  Text 1: 12/29/21- When I informed that the fan was being used as directed, the owner said Thanks. Not Stop or anything similar. He said Thanks, because he had told me verbally to do this and I complied.

  
  Text 2: Ensuring that I understood directions as given. How was my following directions exactly as given by the company not the fault of the company?

  
  Text 3: 12/30/21- Floor still was not curing and business owner stating that wasnt normal.

  
  Text 4: I stated I was keeping the heat and fan on, as directed. Again, business owner had no objections as I was following his verbal instruction.

  
  I followed the business owners direction EXACTLY, and now the owner lies to BBB and blames me for doing as he instructed to try to fix the job he messed up. Now I'm stuck with an entire downstairs of botched epoxy that must be repaired at greater cost than it took to do the original faulty work. 

  
  Additionally,the business owner stated he had a contractors' license to do the work, which he still does not have, one year later. He fully admitted this fact to the ****, which confirmed and provided his statements to me. There is no depth this business owner will not stoop to in order to avoid taking responsibility for the shoddy and abandoned work or resolving the issue the business created for itself at the cost of my time, finances and stress. 
  As the cost of having the flooring done over by a reliable and reputable source is more than I originally paid for the poor quality floor, nothing less than a full 100% refund is acceptable and I will do whatever it takes to recover my costs, in all forms and all venues. There is no lie this company can tell that I don't have proof that refutes the lies.
  
  Regards,
  
  *********************
  
  
  

  
  

  Business response

  12/08/2022

  ***** I'm sorry for am issues please contact me when you have. Moment

   

  Customer response

  12/10/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that no proposal was presented, nor does the response resolve my complaint. 
  
  ****************** has had both the means and the last eight straight months to make contact and negotiate this issue directly. The final two communications between us were my phone call and my followup text message to him on 5/8/22. He declined to reply and chose not to communicate further to resolve the issues. He has instead cast blame at me personally and stated that we did not contract for things we clearly contracted for. He has knowingly acted dishonestly, as demonstrated in the thread here, and in bad faith at virtually every opportunity, and irreparably damaged any ability to have a working relationship with him of any kind or trust his presence in my residence.
  
  Because of the above and more, I cannot accept anything less than a full refund, as requested twice previously. Additionally, I did not take account for the costs associated with replacing the epoxy-damaged bathroom sink and hardware, the carpet floor destroying defects still existing, and having to grind the floor surface back to flat and replacing the stair carpet epoxied permanently into the floor. Thus, I am adding 15% ($1,092) of the paid total ($7,280) to offset the related expenses I will incur as a result of Thorough Clean, LLC, and the lost time and anxiety thus far. This will bring the total to $8,372 and is a good offer that will only increase along with the time until resolution is achieved. I respectfully encourage ****************** to accept promptly. 
  
  ****************** already has my mailing address in his possession in order to send the check in the amount of $8,372 to my residence. If electronically depositing is easier to accomplish, I am happy to provide routing information at your, or his, request.
  
  I am providing here also a notice of intent; the logical next escalation is to appear in court. I would prefer to avoid that, but am not reluctant. I look forward to a prompt response of acceptance and completed resolution.
  
  Regards,

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

  
  

  Business response

  01/15/2023

  ***** i apologize that we were unable to satisfy you as a customer we value your feed back and after applying another floor costing our company another 3g we feel like we have done what we could to make the situation right.. we would not pull nails because they would damage concrete structure and again thank you for using our service 

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the statement made by ******************, complaint ID ********, and have determined that, again, no offer was made. It does not appear that BBB is reviewing the responses to ensure an offer is being made, as twice now he has made no offer. ****************** continues to take until the deadline to reply, complains that the job he abandoned, unfinished, cost him $3,000 due to his own inability to perform and complete the job as contracted, and feels there is nothing more to do to make it right, which leaves me in the position to pay someone else to perform the job that he couldn't, or wouldn't. ****************** is incorrect and refuses to take ownership or responsibility of the problems that he created for me and for himself.
  
  However, he has taken the full money for the job he was unable to perform as contracted due to his own errors, not mine. I am not responsible for the unethical manner in which his business was conducted, nor ****************** inability to provide the job as contracted. That is 100% ****************** responsibility and he has chosen to disregard that responsibility. Both job attempts were unacceptable on even a minimal basis, and ****************** refused to communicate or complete the job satisfactorily both times.  
  
  ******************, I stated previously the next steps, which you ignored. You have again chosen not to refund the money you took from me. As previously stated, the next step is court. You will be receiving a summons soon.
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Contracted with Thorough Clean to repair my driveway in April 2022. They did a horrible job, and still insisted on payment. Owner got involved and apologized for the bad job. He sent someone out who did a patch job, in a different color, making it worse. Owner, ***************************, promised to come out and correct it, but now will not return my communications.

  Business response

  11/29/2022

  We have been out to ********************** several times to try and correct the driveway. It rained after we originally did the driveway. We cannot control the weather. We have taken $1,500 off for the issues the consumer is having. If ******************** feels there is anything further that can be done to correct the issue he can let us know. 

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  *************************** is not telling the truth. He did no take $1500 off the bill. He was paid in full. Surprised he would tell such a bold lie. This job was done several months ago. it's rained every day for the last 5 months?  I have gotten several quotes in to repair the horrible job performed at my house. The least expensive repair cost is $8.800. It appears this is headed towards the General Court District. 

  Business response

  12/04/2022

  ******************* the discount was on the quote before you even excepted the quote I gave you 15% off for the issues and crack repair I am offering to repair what is needed 

  Customer response

  12/09/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  

  the 15% discount was not to allow for an inferior job.

   

  You say you are willing to repair the damage. would you? it will save us both a lot of time. 
  
  

  
  

  Business response

  01/15/2023

  ******************* after going over all records we would like to reschedule to fix whatever is needed at your property.. but being the winter would not be a good time lets schedule a time for early spring to come out a repair whatever is needed thank you for allowing our company a chance to repair what is needed thank you for your patience in allowing us to correct what is needed

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [You say all the right words. But when i text you for a date to remediate the problems, you never respond. this communication for the BBB is all show. if you were serious you would reply to my text message and provide a date for service. i don't see how you are still providing these horrible services to other unsuspecting consumers. 
  
  Regards,
  
  *******************************
  
  
  
  
  

*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. ↩