Complaints

• Initial Complaint

  14/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this business to do a deep clean of my home on May 13, 2024 to prepare for listing it to sell. They did not touch the kitchen at all, claiming that there was a “mould smell” so they couldn’t do anything in there (* ******** *** ****** **** *** ******* *** ** ** ******* **** *** **** ***** **** **** **). They didn’t even bother to wash the floors or the counter tops. I was told that this work would require a “different cleaning team” who “specializes” in that type of work * ** ** ** ******* **** ******* ** ***** ***** *** ***** ****** The owner said this would be at an additional cost of $*** and five hours work, which I declined. Instead I spent 30 minutes doing it myself. ** **** ******* *** ******, when I came home I soon realized a bunch if my stuff was missing. The cleaners threw out probably $*** worth of my stuff, plus various sentimental items that they threw in with the REST OF THE TRASH! *** ***** ***** **** ***** *** **** *** ******** ***** ***** ** ********** *** *** ******* *** *** ********** ********* *** ******** **** *** **** ***** ** * ****** ************ ******. It was only after showing her a video of me going through bags of trash to get my sentimental items (********* * ***** **** **** *** **** ** ** *** *** **** ********* **** ****** *** ***** **** **** ******* ** ** ****). The owner, Marina, has refused to give me a full refund for this ******** experience. ** ***** * ***** *** ***** *** ******* **** *** ***** **** *** ***** **** *********. Even after I sent the owner photos and videos of my personal belongings in trash bags, she continued to argue with me *** **** ******** ******* ** * ****** *** **** ***** *** ** ***** ***** But some of the items that were thrown out were put away or on my walls. ******** **** ** ******** *** ***** ********** **** **** *** **** * ***** ******** ** ** ***** * ***** ****** ****** ** ****** ***** **** *** ******** ********** *** **** ***** ****** ** **** ************

  Customer response

  14/05/2024

  The business owner did send me a partial refund of $*** this morning (May 14h for the “inconvenience”. But the value of the items her staff threw out and that I had to retrieve by wading through two bags of garbage was much more than that. 
  

  ******** ** **** ***** **** *** ** **** ***** *** ***** *** **** ***** ************** *** ***

  **** * **** ******* *** ***** ****** *** *** ***** ******* *** *** ********* ** ********** ********** *** *** ********* *** *** ***** ***** * *** ** *** *** ** ***** ** * ***** ** **** ** *** ** *** *** ***** **** *** ****** *** ******* **** ******** ******* **** ***** ****** *** **** **** ********* *** * ***** **** *** ** ******* ** ****** 

  Kind regards,

  Sarah 

  Business response

  15/05/2024

  > I am responding to a email complaint I received yesterday from a client Sarah *****
  >
  > She hired us to do a deep clean of her home to get it ready to sell. When we arrived at her home the cleaners were presented with a very dirty home with things all over and it was not ready to be cleaned by the team but they still went  ahead and if the job. While the cleaners were there cleaning another company at also showed up to clean and then left
  >
  > The cleaners did a great job cleaning Sarah home. I have before and after pictures to prove it. However when they got to the kitchen there was mold and a foul smell and the cleaners couldn’t handle it and said they cannot clean it . I immediately texted Sarah and told her there was a foul smell and mold in the kitchen and when there is mold present it is not something we clean for liability reasons. There are special people that can clean mold and our company will not touch it. I offered to have someone come back and do her kitchen as that is all that was left and they would have got there at 5pm but she declined. The kitchen was full of grease, the appliances the cupboards the floors all had stuff stuff to them.
  >
  > While the cleaners were cleaning since nothing was put away I advised one of the ladies to put the things into a garbage bag and the client can decide what to do with them after. However on the way out of the house the other cleaner thought they were garbage bags and put them out back beside her bin. I explained this all to Sarah last night and I have text messages. I even offered her ****** back for the inconvenience.
  >
  > She just didn’t want to hear *** ***** *** **** *********** ** **** * ********** She was not very easy to work with and from the get go i told her if my other team comes it would take about 5-6 hours to do the kitchen cause it was all grease but she would have to pay for the time.
  >
  > A normal deep clean of a home takes 6-8 hours and her home took the ladies 5 hours each to do the house not including the basement and kitchen cause of the way it was left for us to clean.
  >
  > I did issue the client a ****** back by e-transfer and she has auto deposit on even though she said I didn’t give her anything back. Beyond that I will not issue any more of a refund for the work that we did. It was a lot of work and we were in there for 10 hours.
  > ****** *** *** ******** ****** *** ***** ********
  >
  >
  > ***** *** ***** ******** ***** * 
  > ***** *** ****** ****

  ***** *** ***** ***** ** ******
  >
  > We had to scrape the floors to take the paper that was stuck to it off all around the house.
  >
  > These are not normal house cleans that we do when someone wants to do a deep clean to get their home ready for the market. Had she disclosed this stuff to me before I would have put a totally different crew in to clean that home. It was horrible!!
  >
  > I have over 75 clients that we clean for and have not had an experience like this. When we walked in and saw the mess that was there to be cleaned we should have walked out cause nothing had been moved. That’s not the job of the cleaners to be moving and putting her things away.
  >
  > Thanks
  >
  > Marina ** ***** * ** ******** ******** * ************

  
  
  

  Customer response

  15/05/2024

   
  Complaint: ********
  
  ***** * ****** **** ********* * ***** **** *** ******** **** *** **** ***** ** **** ******* ** **** **** ***** **** *********** ** **** ****** ******** ******** 
  

  I spoke with Marina over the phone and we had what I believe was a productive conversation. I think it was a misunderstanding/miscommunication about the job I needed done. We came to agreement **** * ***** ****** *** ******** **** * **** ***** *** ******** ** **** ** *** ****** * ****** ** *** ******** ***** I also posted a clarification and apology. *** ** ****** ******* *** *** **** *** **** ** ***** *** * ***** **** *** ** **** **** ** ******** ** **** *** *** ** ******** *** ** ****** *** ******** ********** ** ** *** ******** *** ********* ** **** ******* ** ********** ** ****** ***** *** * ***** * *** ****** ** ****** ** ** *** **** ****** * ***** ** *** ******** *** * **** *** ** ****** *** ********* *** ********* *** ********* *** * ** ***** ** ** ********** ************** *** **** *********** ** **** * ******** **** ** * ****** ******** ***** ***** * ******** **** ***** 
  

  **** *** **** ** ******** * **** ******** **** ****** ********* 
  

  ******** *** ****************** ** *** ****** ** ******* **** ** **** ** *** ******* **** ********** ******* **** * **** *** ******* ************ 

  Sincerely,
  
  Sarah ****

  Business response

  17/05/2024

  Hi I am just replying to the emails I received for more information from Sarah *****

   

  **** ****** **** **** ******** *** ********* ** *** ** ******* *** *** *** ** **** ****** ** *** **** ** **** ** *** *** * ***** *** ** *** **** *** ******* ** ***** *** ******* ***** **** *** ******** We will not do that kind of work and I advised Sarah immediately.

   

  ***** ***** ****** **** *** *** *** ****** *** *** ********** *** *** ********* **** *** ****** *** **** ****** ** ********* *** * **** *** *** *** ***** ** ****** *** ******** *** **** ******* *** * ********* ** *** **** *** *** *** ****** *** ******* **** ** *** ** ***** *** *** **** *** **** **** ** ***** **** **** *** ******* *** ** ***** ******* * *** ** ****** *** **** **** **** ** **** *** *** *** * *** ** ****** *** ******* *** *** ***** ** ****** ***** *** ******* *** ** *** ** *** *** ********** **** ******* **** ** ***** *** **** *** **** * **** ***** *** ** ******* ***** ***** ****** ** *** ******** **** ***** * ******** ******* * ** *** ***** ** ****** *** ****** ***** *** *** ** ** ******* *** ****** ******* *** *** ****** ****** *** ** ******* ***** * *** **** *** ******** **** ********* *** ** *** ******** ***** ** ******** **** ********** **** ****** ** ****** ***** **** ******* ** *** ********

  ** ** ************* ***** **** ** *** ** ****** ** ***** *** *** ** * *** **** ******** ******* ** *** ******* *** * ******* **** ** ******* **** ******** **** *** ** * *** ******** *** **** ** ******** ** *** ******** *** *** ******** ** * ****** ****** ***** ********* *

  I was accommodating Sarah from the time we saw the mold in her home and offered another team to come clean that but she refused. 

   

  Sarah paid her full bill and then demanded I give her money back to leave me alone. She got her ****** back from me but after all of this torment and humiliation I want the ****** that we worked hard for to clean up her home paid back to me. *** *** **** **** ****** ** ** ******* *** ******** **** *** *** **** *** *** ********* ********* 

   

  **** ** ***** ** ******* ** ****** ** ** **** ***** ********** * **** ** ***** **** ****. I have never had any customer issues like this before and she just totally went around it the wrong way and then expects me to feel bad for her actions. * ***** **** ****** ********* ***** ******* ** *** *** **** * **** ** ** ** **** ** **** *** **** ****

   

   

   

   

  Marina ** ***** ** ******** ******** ************

*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. ↩