ComplaintsforFlawless Cleaning Services LLC

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Sat. March 16, 2024, our short term vacation home was rented for two nights and they turned it into a trashed, smoke filled drug and *** party house. We hired what we thought was a reputable and professional cleaning service to clean up the mess and restore it to its previous pristine condition.Granted...it was a short notice, and **** was on vacation at the time, but she assured us her staff was available and well trained for the task.-She promised us a detailed invoice, because everything over an above a $300. general clean was able to be re-imbursed from Evolve, our listing company. No such invoice given us!-She assured us all surfaces would be cleaned and sanitized. No such results! Floors & some door k**** still sticky; walls still showing stains where drinks were spilled on; windows and mirrors streaky & still have smudges on where greasy hair heads had rested against it.-Beds made so amateurish an adolescent could have done better, surely no way to leave it for future guests;-assured us she would stop by to measure dance floor before giving us a quote to *********** it....she never did show up, at all, and the floor was only possibly lightly mopped, as it was still very sticky to walk on;-cigarette/cigar? ashes still on pool table; gum wrappers still on floor;-broken glass pieces still on stairs, and edge of dance floor in a pile.-**** did suggest **** could come over for a "touch-up", however a touch up was totally inadequate, my wife and I totally deep cleaned the whole place over! We desperately encouraged her to come see for herself, but she just went into denial mode, even after we sent her pics documenting most of it. Then she was "just too busy" to even talk with us about it, and texting only made it worse, and blamed us for "being rude"! Yes we were getting increasingly frustrated with her complete refusal to "see for herself" or work with us to rectify the shoddy workmanship...or providing us with the detailed invoice so we could get some reimbursement for at least some of the reparations, all the while, its condition was keeping our home off the market for future bookings!We have never been so disappointed, by any business. We sincerely hope others never have to go through what we did.*** & ****************************** of documenting pics are available upon request.

  Business response

  04/22/2024

  We initially did a walk through over a year ago and left a paper with business info and prices. The Monday before a family trip I received a message that he was in need of a cleaner for a home that was rented for a week and turned into a drug house. I told him that we had availability that week because I had already cleared out my schedule preparing for a vacation. He said that he went with a different company and then called me the day before I was leaving for vacation and said he couldn't use that company because they were not insured. Which is funny considering that he was already trying to go through insurance for the damages. I had my cleaning check go there and she wiped every surface except for the dance floor because they said they wanted to refinish the Dance Floor. There was still drugs and a very strong chemical smell which she got out. This Airbnb had no security and I was told that they had no cameras. They kept adding work to the list of things they wanted us to do and I kept reminding them that I was charging hourly and we were trying to watch the price. As far as insurance is concerned, they were expecting a whole new house from their insurance company and wanted to charge the insurance company for things that were not needed from that guests stay. The job took 2 days and I didn't require a deposit because I trusted them but they knew that payment was due the day the work was done since my prices and terms were on the page that I gave them with our info. I had to message them everyday for a week before getting payment as well as spent my family vacation texting and on the phone with them. They said that they wanted us to strip and wax and buff a dance floor in the basement which was very large and I told them that we are not floor Refinishers. That is not my specialty and I said I would see what I could do. They practically begged me to do an estimate on it and I said if I had time when I got back I would. I told them that I could not put the floor on the invoice until it was done. They wanted me to put work on the invoice that I did not do. I do have screenshots to confirm this. After I told them that I was not willing to spend any more time on it they started harassing me and demanding that I be there the next morning at 7:00 a.m. when I had another job to be at and we had already spent a lot of money on supplies and gas and labor as well as my time. Yes, they were very very rude and entitled and two weeks after my employee had been there they showed up and texted me that they were unhappy with the job. Since this was a job that was short notice my employee had to bring her teenage daughter with to work to get the job done and they were appreciative. Keeping in mind that they were not even at the location of the home. When they came to me Weeks Later with complaints about how it had been left they said that there were two adult women along with my employee's daughter which was not true. They said that her daughter had been sitting in the kitchen on her phone which leads me to believe that they have unauthorized cameras in the Airbnb that they did not notify anybody of. They were very entitled and did not understand that I have other clients who have been very loyal to me that I am not going to put on the back burner for rude people who are trying to commit insurance fraud. I did end up blocking them since evolve knows my phone number and email and if they have any questions know how to reach me directly. When they initially came to me with complaints about the cleaning even though I said I did not agree with them I offered for my cleaner to come back out and do touch-*** and they said if she can't be there at 7:00 a.m. the next morning not to come at all. I do have screenshots to show that I did try to rectify the problem and these people were clearly just trying to scam money out of people. I will not run my business without integrity and I'm not willing to be involved in illegal activity.

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