Complaints

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

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  Clean Crawls

  3707 124th St NE Bldg A-1 Marysville, WA 98271-8770

• 

  Clean Crawls

  10400 NE 4th St Bellevue, WA 98004-5174

• 

  Clean Crawls

  9612 47th Ave SW Lakewood, WA 98499-5973

• 

  Clean Crawls

  9217 Aurora Ave N Ste 3 Seattle, WA 98103-3212

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:10/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  On August 22, 2023, Clean Crawls came to remove and replace insulation in my attic and crawl space. The purpose of this project was to remove existing insulation that had been contaminated by mice or other unknown rodents, seal any holes or entry points, sanitize the spaces, and then reinsulate the spaces. No sooner did they leave than the next day a rodent (chipmunk or squirrel) was in the attic space again. I have emailed, and called multiple phone numbers and no one has responded to me. All of the phone numbers listed do not work and are out of service. I expected a 10 year warranty and demand a refund for the work done as they are not responding to the problem.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Year 2020 $7, 149.71 Clean Crawls Attic clean up

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 hired clean crawls to clean my crawlspace, seal points of entry, and wrap in insulation exposed pipes and HVAC on July 18th of this year as part of preparing my home for sale. Upon a potential buyers inspection, they found that some rat feces remained, not all points of entry were sealed, and pipes remained exposed with no insulation. I would prefer that clean crawls complete the work I hired them to do, or at minimum give me a full refund so I can find another company to do the work. The closing date for the home is November 22 so the work has to be complete at least a week before that date.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Clean Crawl remediated black mold in our attic on August 2nd and 8th, 2023. We filed a home owners insurance claim with Liberty Mutual for reimbursement on $18k paid. The insurance company requires a loss report from Patrick *****, the technician indicating the cause of the black mold. I contacted Clean Crawl, their doors are shuttered as of September 2023. Clean Crawl’s lack of response is causing my claim to be closed without resolve!! We need the loss report.

  Customer Answer

  Date: 10/26/2023

  Yes, I previously notified your office that CC had closed their doors. You were going to contact principles individually, resources only you have. Please do that and report back! 

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  August 21 23 install date. Cost 8,176$ Cost Insulation of all lower outside walls. Foam insulation one vapor barrier of crawl space. Work was done but they disabled a heater. Also I believed they missed insulating some areas. Supervisor was scheduled last Friday between 11 and 1 to address the problems. No show. I have been trying to talk to your customer service person and get a recording she will call me back. She is busy at the moment. I have been doing this since last week. Also been calling your main number getting the after hours service. They have left several messages. No call back. A supervisor was to show last Friday between 11&1. No show. I have put a dispute on my credit card. Your website says your open yet no one responds. Going to go to the BBB to also file a complaint.

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair 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'm taking bids to have under floor insulation installed where Clean Crawls worked on just a few months ago. They were supposed to have secured the crawl space to keep rodents out, repair holes in the heating ducts and insulate the same. Yesterday (Friday, September 9th) a company that installs insulation in crawl spaces investigated. They took pictures and shared them. That is something Clean Crawls never did ... never shared photos of their work. The insulation installer said because Clean Crawls did not seal the crawl space, the new moisture barrier is now FULL of rat hair, feces, rat urine and needs to be cleaned out already. This is a HEALTH HAZARD! What's more, the insulation installer took pictures that show how Clean Crawls never sealed the ends of the heating ducts. That bare metal is still fully exposed under the house.Previously I wrote a complaint about Clean Crawls for not sealing the crawl space against rodents and I had to pay a ******************** to do the sealing job months later (work that I had already paid Clean Crawls to do). I had asked for a refund of the more than $500 thanks to Clean Crawls not doing the full job they had contracted to do. In response, Clean Crawls tried to deflect the hard evidence that I showed (the bill for sealing the crawl space). Instead of doing the right thing, Clean Crawls speculated that perhaps I had not paid that pest control company. Yet I had paid that pest control company before work even began, just like I had paid Clean Crawls. The only criminal here is Clean Crawls! Now I want Clean Crawls to fix the problem they created by not doing their job on the heating ducts. I want them to vacuum, clean, and sanitize the crawl space that they failed to seal when they were contracted to seal my crawl space. I have photo evidence of uncapped flex ducts (metal exposed). Two companies now have confirmed that Crawl Space did a very shoddy job on my home. Make it right Clean Crawls! This is unsanitary!

  Business Response

  Date: 09/12/2022

  Please see attached email thread which shows 6 Clean Crawls pictures that show fully wrapped ducting were emailed to the customer on 4/20/22 at ******, then again on 4/27/22 at 9:25am after we did not receive any response from the customer, after which she then finally responded to on 4/27/22 at 11:59am stating she Received the photos. That was the last response or communication we received from her, even after more emails were sent and phone calls made in an attempt to follow up and ensure she was satisfied with our work until she posted a Better Business Bureau review on 8/8/22, which we responded to and was approved by Better Business Bureau as acceptable, and the case was closed. Now on 9/10/22, after ignoring our response, this customer has posted this second ********************** review but has not attached any supporting documents she claims to have. Again, as stated in our first response to her first Better Business Bureau review, Clean Crawls quotes clearly state that our exclusion work is not guaranteed so we recommend signing up for every other month pest control immediately to monitor for additional or new access points, but this customer waited three months after our work was completed in April *************************************************** July 7th 2022 (per her first reviews attached invoice) for an initial inspection, and never provided Clean Crawls with any information on said claims by her pest control company until her first review a month later in August 8th 2022. If the customer would like to provide all the supporting documents of these claims to Clean Crawls, we would be more than happy to review and schedule another ***************** appointment with our field managers.

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair 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.

  Clean Crawls expects full payment up front so I paid but I would not recommend that to anyone else. I signed a contract and paid in full on Friday, April 15th, for Clean Crawls to come out on Monday, April 18, 2022. They did not show as scheduled. Their representative, who made the bid that previous Friday, had not turned in any paperwork. So they did not have a crew scheduled. We rescheduled and the work commenced. The crew had left debris and tools (e.g., rope that they use to wrap insulation around heat ducts, a bucket, etc.) on my back patio. It looked as though they had left in a hurry. When I crawled down in the hole, it was clear they had worn muddy boots on the brand new moisture barrier and while they'd done a lot of work they had not finished wrapping all the pipe correctly. Some pink insulation was still hanging down loose and uncovered. So clean crawls sent a "manager" out to fix things. Then they started calling me wanting me to sign all that same paperwork all over again (and I really felt like I'd be double charged if I did that - the fee had already left my credit card). Clean Crawls was also supposed to secure under my house so rats could not get in. Rodents had caused damage to my heating ducts, etc., which is why they were hired in the first place. Clean Crawls said my home was completely secured. But I hired a pest control company just one month later (they could not come out until July 8th) and they documented new rat activity and had to install a brand new rat barrier of mesh and verified that Clean Crawls never did their full job of securing the crawl space. They could see where the rats had been getting in for a long time! It cost me an additional $523.37! (To pay yet another company to do the job that I'd already paid Clean Crawls to do.) I'd like to be refunded for all the work that the pest control company had to do to secure my crawls space. Invoice for that service is attached.

  Business Response

  Date: 08/17/2022

  We appreciate this customers feedback but we did reach out multiple times to try to resolve her concerns back in April, and stopped receiving responses from the customer. ********************** did not quote this customer until Saturday, April 16th at 8am, so she did not sign or pay anything on April 15th. We did not even receive any payment information from this customer until Tuesday April 19th at ******, at which time the card was charged for the contract total, which is company policy that the customers are made aware of when they receive their quote. On the night of April 19th, the customer called our after-hours answering service and texted pictures to our sales rep with some concerns (see attached screenshot)which only detailed a small piece of hanging insulation that needed to be resecured, left behind twine rope, and an electrical line that is normal. When our *************************** called the customer the very next morning on April 20th at 8:26am to get a field manager scheduled out immediately for these easy repairs, the customer still only mentioned the items listed in her text, but never informed us of any left behind debris/tools/buckets anywhere else in her home or anything being left on her porch,or unfinished water pipes. We sent our field manager out that same day April 20th by 1pm to resolve the issues the customer did inform us of, and she did not mention anything was missed by the field manager after that visit. We also never received a signed copy of the customers contract prior to the start of the workday, as she was not home at any point in the day while crews were there, and after multiple attempts of asking her to email the signed contract to us, we only ever received one email response with an attachment but it was still a blank contract without her signature on it. We asked several more times for her to sign it, but she stopped responding (see attached email thread).
  Clean Crawls quotes clearly state that our exclusion work is not guaranteed as rodents can chew through anything so we recommend signing up for every other month pest control immediately to monitor for additional or new access points, but this customer waited three months after our work was completed in April *************************************************** July 7th 2022 (per her reviews attached invoice dated 7/7/22, not 7/8/22 as she stated in her review) for an initial inspection, and never provided Clean Crawls with any of this information from their pest control company until this review now a month later in August 8th 2022, so again we were never provided the opportunity to correct any possible issues. However, the $380.54 invoice from ***************** the customer attached to her review is for pesticides which is not a service Clean Crawls offers nor could be hired for, and the $523.37 estimate only reflects a quote that was provided to her but does not imply she has actually paid that company for any of that work to be completed, but we would be more than happy to offer for our field manager to return to her home to seal up the 3 foundation gaps the pest control company called out on their graph, if the customer would like to contact the office and allow us that opportunity to resolve.

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17685352
  
  I am rejecting this response because it completely skirts around the issues that raised and does not address the fact that Clean Crawls did NOT perform the duties they agreed to according to our contract. As a result, I had to pay another company to seal the crawl space to keep rodents out (when Clean Crawls had stated in the contract that they would seal the crawl space, it had not been done). When Clean Crawls kept reaching out to me it was only to sign the exact same documents that I had already signed before work began. Clean Crawls is misrepresenting themselves in their response. They did not fulfill the agreement of the contract. That is why I had to hire the Pest Control to finish the work.
  
  The pest control company was paid to do the repair work. Clean Crawls is making false claims against me about that bill being unpaid.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  There were several issues during and after the service, all of which were met with push back or complete denial. First, I was misquoted for the price of the job. The estimate worker that performed the quote listed the incorrect insulation size which resulted in a higher charge than initially agreed upon.While at my home, the maintenance team informed me that I had not yet paid for the service and payment was needed to continue. Some back and forth between customer service and the work crew, the misunderstanding was resolved and they once again began work under the house. After the work was completed I realized that our hot water was not working. Once again I called the business so they could come restore our water. **************** asked, Cant you just turn it back on? as if it was my responsibility to fix what was broken by their company. Finally, after a day and a half of no showering or hot water usage, the crew came back out to fix it.After two minutes of the ** installer inspecting the crawl space, the worker informed me that all the ductwork had been torn down and some of it dented, presumably from crawling over it. I called Clean Crawls, the *** stated that they would never touch the ducts and that they were explicitly told not to. Further, she stated that any work on the ducts would have required permission from me, the homeowner. They sent out the employee who initially provided the quote. I had him confirm that the workers instructions were not to touch the duct work at all. After he confirmed this I showed photos that he and I had exchanged that showed the duct work during their work had insulation wrapped around them, and after their work they did not. His comical response was that Taking the insulation off of the ductwork was not included in your quote so really we should have charged you more for that service. Now they admit that the workers did touch the duct-work without permission but are trying to twist it like they were doing me a favor.

  Business Response

  Date: 08/04/2022

  We appreciate the received feedback. As discussed over the phone on multiple occasions with this customer, we were not hired to perform any ducting work, and our crews only follow what is on the contract as they are paid on commission. During our service visit on 6/4/2022, our crews found a preexisting leak underneath the home, and it was recommended to the customer to get that taken care of immediately. When we returned to finish the contracted work on 6/13/2022, after the leak had been repaired, the customer called our after-hours answering service at 7:13pm to inform us the hot water in his home was not working. Crews arrived at the customers home the following morning 6/14/2022 at 9:30am to investigate this, but the customer did not answer the door. When our *************************** called the customer to schedule another visit later in the afternoon when the customer was available, she asked the customer asked a few questions in an attempt to collect more information so we could more quickly troubleshoot the issue when we arrived, which included asking have you tried turning on the water shut off valve at all at this point in time? This was never to imply it was the customers responsibility to fix our error, but simply us trying to collect all information and best prepare to resolve. Our crew arrived and had the hot water successfully turned back on by 1:30pm that same day 6/14/2022, less than 24 hours after we were notified of the issue. A month later on 7/14/2022, not a week later as the customer has reported in this review, the customer contacted our offices again claiming their A/C contractor had discovered every duct in the entirety of the home removed, left on the ground, and severely damaged. When we asked the customer for pictures of what the A/C contractor was seeing, we received photos of all ducting pulled out from the crawlspace and instead laying in the customers driveway, where the A/C contractor had placed it. The customer requested that we pay his A/C contractor to install all new ducting in his entire home, with no real or valid proof that we removed it back on 6/14/2022, but we still offered to send a representative of Clean Crawls out to investigate further on the very next business day 7/15/2022. During the quality assurance visit on 7/15/2022, our representative again found no evidence indicating Clean Crawls would have done this additional duct removal for free. Our crews are also knowledgeable in the intricates of ducting, and Clean Crawls employees would not leave a home without any functional ducting without reporting it back to the office that additional work is needed to keep our customers up to a healthy and safe code standard. We offered to provide the customer with a new quote to ******************** new ducting, but he declined and again requested we pay his A/C contractor to install instead. Clean Crawls welcomes any concrete information the customer can provide indicating that this was a Clean Crawls error, but we have not received any additional or new information from this customer since 7/15/2022.

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17662147
  
  I am rejecting this response because:

  Once again Clean Crawls response proves their own guilt. They continually state that they were not supposed to do anything to the ducts. Yet in IMG_1866 prior to work, the ducts are wrapped in insulation. In IMG_5536 halfway through the job (before installing insulation), you can clearly see there is no insulation on the duct work. The bid clearly has no mention of ductwork and the representative that was sent out clearly stated the ducts should not have been touched. The images prove they touched the ducts removing the insulation which they were not supposed to do. Addressed in their return message was 2 of the 4 issues we had with them which they continue to plead they do not make mistakes. I wish their BBB reviews were on yelp/google and I would not have gone with them.

  
  Sincerely,
  
  *************************