ComplaintsforSusan's Green Cleaning LLC

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went online to fill out a quote form. They called me, they informed me the price would be double the first time. I scheduled an appointment and then decided later the price was too high and canceled in the time frame they told me without penalty. I then started receiving emails, texts and calls to reschedule which I ignored because I was not interested in rescheduling. There is no documentation I signed agreeing to payment to them. They have now sent me to collection for $660, the amount it would have cost for them to come clean the first time. Which they did not. They are attempting to charge me $660 for getting a quote, booking and appointment and then canceling in the. time frame they said I had to cancel and not be help responsible for the full fee. I first filled out the form Sat, Jun 18. I booked the appointment Mon, Jun 20. They have a "We have a 72 business hour cancellation / reschedule policy for recurring cleanings and a 14 day cancellation / reschedule policy for First Time, One Time, and Move Out/In Cleanings." I canceled on Wed, Jun 22 to cancel. that is well in advance of the 14 day cancelation policy f or first time cleaning. And then on July 1 they sent me an invoice for services rendered. (emails attached)

  

  Business response

  10/26/2022

  Hello,
  
  Were so sorry for any misunderstanding. We went and listened to all of the phone calls (theyre all recorded, as disclosed at the beginning of the phone call) and reviewed all communication with our office. Heres what I see:
  
  1) Phone call 06/20/22 @ 10:34AM. This conversation confirmed pricing, First Time cleaning, Recurring cleaning thereafter, the $250 non-refundable deposit, the 2 week cancellation policy.
  2) Phone call 06/22/22 @ 8:26AM. This conversation has you cancelling the cleanings, and we indicated we would do that for you, but it is the $250 non-refundable deposit, which we still hadnt gotten. You indicated you would just keep the First Time Clean in that case as it was the $250 non-refundable deposit.
  3) You cancelled your One Time Clean with less than 2 weeks notice. We waived that cancellation fee for you if you rescheduled, but we did not hear back.
  4) We sent invoices on 07/01/22, 07/07/22, 07/08/22 and then, starting on 07/14/22, we sent invoices stating the bill will be sent to collections on 07/30/22. You opened all of the invoices, the first one opened 07/08/22, but never reached out to our office.
  5) Your quote was signed with all terms and conditions acknowledged when you booked yourself online on 06/20/22.
  
  Please let us know. Thank you very much, and we hope you are well.
  
  Thank you!

  Customer response

  10/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

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