Complaints

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cleaning services: 03/07/2022 As offered in their email, I specified a cap, 3 hrs at $45 per hr/$135 for one maid, or 1 1/2 hrs for 2 maids.They requested a priority list be provided which I did. I expressed concerns about having 2 maids and only one of them actually working,which I experienced once before (a different company). They assured me(in an email) there would be just one maid and she would follow my priority list. Both agreements were ignored. Two people arrived and just one actually worked. **** spoke in Spanish when they arrived and tried to indicate she didn't understand English. **** is a Team Leader , I'm sure she understands basic cleaning terms such as "clean the bathroom" and "the kitchen floor is not clean". Her helper's method of c!eaning the floor was to push a rag around with his foot. **** made communication difficult.The overall cleaning was substandard. The company confirmed, in emails, that my requests had been ignored and **** had not followed her work orders.I paid the full amount, plus a tip because I just had 3 $50 bills, what I had planned. I think the company should refund $67.50, the second maid. It was exactly the scam I was trying to avoid.They offered me a $5 discount per hour on a future cleaning, I don't want any discount on future services. This expense was significant for me. I am 79 yrs old and have a fixed income.I have 25 years experience in hospitality, managing for others and owning my own Bed&Breakfast. I have hired and trained many housekeepers.. I have emails to and from this company that confirms my complaints and their acceptance of responsibility.

  Business response

  03/16/2022

  Hi ******,
  
  We are sorry and surprised to hear that the client reached out to BBB to voice her concerns and dissatisfaction. She reached out to us by email right after the maids left and gave us her feedback directly. It seemed that she was fine after we apologized and explained what happened. 
  
  We originally booked her cleaning with ****, a single maid (because of her previous experience with a different company). Unfortunately, due to unforeseen circumstances, **** had to works as a team of two. Her helper that day was a maid who used to work with **** as a team, so they have plenty of experience working together.
  
  Our company policy is that of no refunds or discount. Client gets notified (in advance) and is asked to reply acknowledging our policy before booking our services. We always offered the client a go-back (free of charge of course) to have anything that client is not happy with be re-done. In this instance, the client refused to have anyone back since the very first email she sent.
  
  Client could have refused the service when two maids showed up, she could have called our office and see what we could have done about the two maids instead of one, and especially when she sees only one maid working. According to the maids, there was some communications done as they cleaned the entire home and completed all the clients requests before leavings.
  
  Unfortunately, **** did not read her notes with the client's priorities prior to arriving to clients home and that is the reason we offered a $5/hr discount towards a future clean. 
  
  Please let us know if you have any further questions.
  
  
  Sincerely, 
  
  Naked Clean
  
  

  Customer response

  03/16/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *****************
  
  
   
  

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