Complaints

This profile includes complaints for Clean and Simple Cleaning Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clean and Simple Cleaning Inc

  18908 Highway 99 Ste E Lynnwood, WA 98036-5218

• 

  Clean and Simple Cleaning Inc

  PO Box 6354 Lynnwood, WA 98036-0354

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:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In March 2022 I contacted ********************************************* to perform a move out cleaning. It was made clear that the cleaning needs to be thorough as the home was being listed for sale. They quoted 2 cleaners for 6 hours for $816 and came out in April. After the services were "completed" I went and did an inspection and found that multiple areas of the home were still dirty or not cleaned at all. I contacted ********************************************* and sent them pictures. *****, the manager, came out to the home and agreed this was not to their standards and she would talk to the owner, ******, about getting another team out to home at no cost to me. The second cleaners showed up the next day and determined they would need to reclean the entire home as well as the areas that were missed. This time, the services were provided and the home was properly cleaned. A few days later I was charged $1,645.60. I contacted ********************************************* and the manager stated that I was billed at once for two invoices that were never sent to me. After reviewing the invoices, I spoke with the owner who very difficultly said she would refund 50% of the first services and that is it. I told her that is not acceptable, the services were not provided and should I not being paying twice for a service that was not completed. She disagreed and I told her I would dispute the remaining balance of the first services not performed with my bank. The owner never responded to the banks inquiry about the charge and instead sent me to collections in December for the non-invoiced amount of $1,359.60. I do not owe this amount nor do I know how this amount came to be. I am seeking help to have ********************************************* remove their collections claim and provide documentation as to why they are claiming that I owe them the amount in collections when the first services were not provided. The anxiety, time and toll this company has taken on my mental health is coming to a breaking point.

  Business Response

  Date: 01/27/2023

  Clean and Simple Cleaning Response to BBB
  Reference File # ********
  
  We are disappointed when a cleaning does not go as it should and do our best to rectify the situation which is what we tried to do with the cleaning that *************************** is referring to in his complaint to the Better Business Bureau, file number ********.  It has come to our attention in reviewing this claim and year end reconciling that additional problems occurred with the handling of this situation and an apology is owed to ***************************.  
  
  
  Please find the timeline and details of events surrounding the transaction that our company, Clean and Simple Cleaning had with customer, ***************************(MG).  
  
  
  Our office was contacted by MG on 3/21/22 and a Move-Out cleaning was booked for 4/11/22 at an hourly fee of $68/hr/cleaner and an estimate of 4-5 hours with a team of 2 was given.  When we provide time estimates for a cleaning, they are exactly that estimates. The time it takes to clean a home varies due to many factors, the main one being the overall cleanliness of the home. This particular home was booked as a neglected home which was confirmed by our crew.
  
  
  On 4/11/22, the crew spent 6 hours cleaning totaling $816. Due to a combination of being overwhelmed by the condition of home and insufficient communication between our crew and office staff, the cleaning was left incomplete and did not meet our quality standards.  The lack of communication from our crew to office staff (not our standard policy) did not enable us to be proactive in our dealing with MG.  
  
  
  MG called our office to complain about ********/22 cleaning.  After the initial complaint came in, an inspection of the house and communication with the initial crew was done. It was then agreed upon to discount the original bill by 15% and a new crew would be dispatched the next day 4/12/22 to complete the cleaning which would be billed fully as the home needed more time due to its terrible condition.   On the second day, the 2 person crew spent 7 hours cleaning totaling $952.00.  The customer communicated that he was pleased with the quality upon the completion of the second cleaning.  
  
  
  On 4/14/22, two invoices were charged and receipts were sent totaling $1645.60; One for the initial cleaning for $693.60 (total cost of $816 with 15% discount) and one for secondary cleaning was charged for $952 (total cost with no discount). MG was very insistent on a 50% discount on the original invoice.  While we may not have communicated this properly, his credit card was credited $286 on 4/27/22 bringing the total discount on the original invoice to 50% as he requested bringing the amount paid by MG to $1359.60.
  
  
  Quickbooks notified us on 5/3/22 that MG had filed two banking disputes, one for $1645.60 and a second dispute for $407.60. We responded to all QB requests.  
  
  
  It appeared the disputes had sided with MG as our bookkeeper incorrectly made a journal entry that the dispute was in fact charged back for $1645.60 and since there was no communication or effort to pay this balance, at the end of 2022, our policy was followed and this unpaid account was sent to collections. 
  
  
  During the gathering of information for this response and reconciling 2022, it was realized on 1/25/23 that the chargeback had in fact not been put through merchant services. We called Quickbooks to verify and found out apparently the case is still "pending" and they will respond in two more business dates.  We have asked for an audit of the process.  The notification and corresponding journal entry were an erroneous error of our bookkeeping service regarding the chargeback.  MG was prematurely sent to collections as his dispute is still open and has not actually been charged back to date. Upon learning this information, we immediately called the collections agency and removed MGs account from collections and have written him an apology.  
  
  
  There were definite hiccups in the cleaning which we took ownership of with an apology and a discount. There was a huge error made by our company due to inaccurate information and account handling by our bookkeeper.  We have reached out to MG with an apology and are doing our best to fully respond with transparency and accuracy of the situation. 
  
  
  Clean and Simple Cleaning is a local, woman owned and operated small business who has been serving our community for 30 years. Our reputation is very highly acclaimed and we take pride in our integrity and stride for continuous improvement and reliability.  
  
  

  Customer Answer

  Date: 02/07/2023

  To Whom It May ***************** apologize for the delayed response as I was/am waiting to hear back from Clean & Simple that the 2 business days are up and that the dispute is settled. 
  
  Per the request on the attached letter from the owner, I spoke with the Manager, ***, on 2/2. We discussed the sequence of events and she said she would get back to me in a couple days after she looks deeper into the books. She also agreed that I should not be required to pay for the first cleaning due to it falling below Clean & Simple standards and that the services were inadequate/not provided. 
  
  I am waiting on Clean & Simple to confirm in writing, that they have been in receipt of payment for the 2nd invoice totaling $952 and that there will be no further payments or collections. 
  
  Once the above is confirmed in writing, I would be happy to close this file with a positive resolution.