ComplaintsforLake Geneva Cleaning Services

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hired this company to do a full deep clean of our house. I was given a list of all services that were to be done. Upon quick inspection of the work being completed the house looked nice. After looking into more detail we noticed several areas of the house that were not cleaned according to the list that was provided. Stove was not fully cleaned, cabinets still had residue, some light fixtures were not cleaned and several other missed areas. When I contacted the company regarding our complaints the individual I talked to didnt seem to care. Basically told us the house was too dirty for them to clean properly. I told them the reason he was hired was for a deep clean and that service was not done to our expectations. The company neglected to acknowledge they did any wrong, even after I provided pictures of the areas not cleaned properly. I told them that I would be contacting my credit card company to dispute their charge since the work was not done according to their check list. At that point the individual I talked to threatened to take me to court, which I have in writing. After numerous conversations back and forth they advised they would credit me $80. Its been ************************************************************************************ what they agreed to.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used ** Cleaners for cleaning my community office. I began using them 12/9/22. They were scheduled to come every other wednesday following that. on 12/21/22 ** Cleaners missed their scheduled cleaning day. That evening *** texted me and said that the cleaners got caught up and could come by on Friday 12/23/2022, due to the holiday and my office being closed 12/23/2022-12/27/2022 they could just come in the following wednesday to make it up (which they did). On 01/04/2023 they showed up to clean but due to the cleaning the week before and them changing the scheduled date i did not need to spend another $160 to clean what was cleaned just days prior and the office not being open. On 1/9/2023 I noticed that i was automatically charged $160 for the cleaning that didnt happen. I brought this up to *** and he ignored my calls and continued to say he was in a meeting but continued to text me that I cancelled less than 24hrs prior so i still get charged. There is no contract that has been signed or no approval to have credit card run automatically without my approval. The company is unwilling to give me a refund and will not communicate with me.

  Business response

  02/03/2023

  **** was scheduled for every other week, and while we did have to switch a week around due to an unforseen issue, it was never discussed to change the alternating weeks he was scheduled.  As such, we arrived to clean on the week, day and time we were scheduled and he rudely told my employees to leave and not to clean.
  
  It is our policy that if a scheduled cleaning is canceled within 48 hours of service (especially when we arrive and are turned away) than the client is charged because we have no way of filling that time slot.  We wouldnt be able to run a successful business if I send crews out to clean and they are all turned away when they arrive.  Its a waste of everyones time and frustrating for the team. 
  
  I explained this to him, and how it was never discussed that we were alternating the weeks we were scheduled.  That "1" day was rescheduled, but not the entire calendar.
  
  He did call me, and I replied via text because I was in a meeting.  I could text easily, but could not excuse myself to leave the area and take a call.  I feel that is pretty standard, and should have been acceptable. 
  
  He then called me 47 more times back to back ... blowing up my phone insisting that I speak to him right at that very moment.  I did not.  I replied by text telling him I would refund the week he was charged, and call him when I was free.  Apparently that was not good enough for him, and he continued to call, and call, and call ... I block his number, and refunded his payment for the week that he had issue with.
  
  I have record of this refund that was submitted to him the same day he called me, and the same day he filed "this" complaint.  He had no reason to insist on my calling him, and blowing up my phone with numerous calls over and over again.  I was busy, and already agreed to refund the payment.  I explained why he was charged ... but no big deal, I will refund it.
  
  That should have been an acceptable solution, but apparently not.  Considering he now filed a complaint with you, and also filed a credit card dispute over the payment for that week - which is a completely mute point because that payment was already refunded ... but now I have to battle that issue as well.
  
  Maybe he was having a bad day.  I dont know, but there is no reason for any of this to continue being drawn out to the extent he has gone to make this difficult
  
  He was charged $160 (the agreed rate) because we arrived to the location to perform services and were told to leave.  I could not take his call because I was in a meeting and I did reply immediately by text stating why he was charged, and told him it would be refunded when I got back to the desk later that day (which it was).  That should really be the end of the story.

  To further add to my last email ... he states ...
  
  "The company is unwilling to give me a refund and will not communicate with me."
  
  That is a complete lie.  I was continuously texting him, and attached you will find a screenshot of the refund that was issued that day on January 9th.
  
  This photo was taken from my phone of the computer screen where I issed the refund, and was also texted to ****
  
  
  
  

  
  

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