Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for a move-in clean on 8/10/22 and the cleaners left obvious dirt/grime/dust. I spoke to the manager who sent out another duo to re-clean today, 8/12/22. Upon arrival, I was asked what was left unclean. I explained that I did not check every single spot in the house and was told by the supervisor and manager that I wouldn't have to and the cleaners would come check and clean those spaces. One of the cleaners was rude and said they were not there to reclean the entire house and needed to know where to clean. I told her of the spaces I remembered. She said the house looked good to her. I told her it looked like this when we bought the house. At first glance it does look "clean" but we paid for a service and expect it to be cleaned and free from germs/dust/grime from previous use. They can't just walk in say it's looks good and walk out charging ******* I was extremely disappointed that after two times and two different cleaning teams came, it still had spots that were obviously not cleaned in certain areas. The house is still empty yet dirty and I now have to pay another company to clean after the manager Tee at Home Clean Heroes Virginia Beach won't refund my money. The manager did volunteer to come out a third time to try and make it right. But honestly I was frustrated after already having to show the second team where to clean when the arrived and again before they left. I felt like I worked there too having to explain multiple times what needed to be recleaned. I'm not rich and don't have money to pay for a service and not have that service done correctly. This experience has been extremely stressful.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/31) */ Hi Thank you for your email. ***** ********* received a clean from us on August 10, 2022. Her price for her clean was $400, for a deep move in clean. The team was there for 2 hours and 22 minutes. ***** wasn't satisfied with her cleaning and came up to our home office to complain. When she came to our office she spoke with me, which is when I offered our hero guarantee and partial refund, which she was happy with. The team came out that next day to service the areas in her home that she wasn't satisfied with. When the team arrived they cleaned and it seemed to be the house was clean and it wasn't much to fix. ***** still wasn't satisfied and called the office after the team left. At that time *******(Assistant Manager) and myself were out changing a flat tire that one of the other teams had. I called ***** when I saw the email come through that she still wasn't satisfied. WhenI called ***** she answered and that is when I offered for Myself and ******* to come out to her home to clean any other areas and do a QA check and she didn't want us to come back. She then proceeded to call and demand a full refund from us. I told her that we could refund **** off of her clean which would make it a total of ***** She still wasn't satisfied and proceeded to then go to my managers for her full **** back.