Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired for a post move out deep clean for January 24th at 4 p.m. Barely was a regular cleaning completed. I paid for a deep clean. Bathrooms and floors were the only complete job. First, I explained I needed a date and they insisted on the Jan 24. We made it work. They sent a confirmation text. We sent back and it said read. On return from vacation I had a message we never confirmed. I sent the confirmation and read receipt text. She then said that a cleaner wasnt available and they needed to change to 25th. I said not ideal time. She offered nothing else so we confirmed for 5 pm. No one appeared; after 5 pm got a call and text they would be running late. We had already changed evening plans and scrambled to be back. We were told 3 people. At 5:30 2 showed up 1 stayed while one left to get someone. Unclear if anyone came back. We returned the 26th to find it filthy. They did the floors/bathrooms. Nothing else done completely. I sent pictures and asked if they would return or offer a refund. Her response was that they wiped but not scrubbed baseboards, that there were 3 people for 4 hours which was 12 hours of work (untrue), you have no cameras and walls are not included, and I can speak with their lawyer because I threatened them, when I confirmed I would seek small claims remedies. After I spoke with my Neighbor who recommended; she confirmed that they have canceled recently and move her cameras when they are at her house so they cannot see what is done. Very concerning behavior and practices.Inside cabinets not cleaned, front of oven not cleaned, countertops not cleaned, baseboards not cleaned, walls left uncleaned. I asked for a reasonable refund of $225 out of the $325, to come finish, or provide another solution. She just said no. All money is paid in advance.

  Business response

  01/26/2025

  ****** Flores 

  Business response

  01/26/2025

  The customer wanted the walls wipped even it was not included on the service she paid for and wanted to scrub the baseboards even just baseboards wipped was included on the service she paid for. She said our company is scam that is not true cause it means pay for some service and dont get it and she got the service. 3 cleaners spent 4 hrs in her home so they did the work for 12 hrs of work. Nobody was there during the cleabing process and after 24 hrs of the service she sent the complain we dont know if someone else came to her home and used the kitchen or the areas cause she doesnt have cameras. 

  Customer response

  01/26/2025

   
  Complaint: 22859781
  
  I am rejecting this response because: the only response I see is the name of some contact for the business. So I am unsure what the response is. I would also like to note that two hours after the complaint and a ****** and yelp review - they offered that if I took down the review they would agree to complete the job contracted for.  We scheduled a time.  They then received this complaint I already sent and sent a rude response saying they were not comping.  I would also like to note they hold out on their instagram they are BBB accredited and per your web site they are not.  I have asked merely for a $225 of the $405 I paid. I am not asking for the remaining $80 I paid on top of the $325 for the deep cleaning that they did not complete. Their practices are clearly deceptive and show a pattern in their reviews. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/27/2025

  They were racist, disrespectful to staff and defamed the company. They were not present during the cleaning process. They sent their complaint 24 hours after the service, maybe someone else entered the house and used the kitchen and we don't know because they don't have cameras. They wanted the walls cleaned and washed and the baseboards washed and that was not included in the service they paid for. It only included the cleaned baseboards but the stains and grease they had did not come out with just the cloth. They got a free oven even though only one was included.  They said that the company was a scammer which is not true because scamming is paying for a service and not getting it and they did get the service because 3 cleaners spent 12 man hours cleaning your house at night at no extra charge. So IT IS NOT A SCAM, it is UNFAIR that clients want to exploit workers and not wanting to pay more.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: October 31 Cost: $390.00 Service: Deep Cleaning Issues:- Poor job cleaning - Damage to the fridge water line - Refused to come properly clean or to compensate for the damage caused - Business claimed "we cannot prove anyone went in the home after they did" which while true, why would someone break in and leave a kitchen dirty or damage a PVC water line behind a fridge without causing any other issue of any kind? Mental gymnastics at its finest.

  Business response

  01/08/2025

  This is not true the customer texted me more than a week after the crew cleaned his home telling me that the crew did somos damage on his fridge and that is not true because the crew didnt move the appliances at all, they dont any cameras or image to prove that, they had contractors after the crew left his home cause they moved out. We always ask to the customers to be present during the ********************** process to avoid this situations but they werent presenta during the work of the crew even we asked for. They are just trying to get some money to be able to repair that. It does not seem fair or ethical to me that people lie and make an accusation without any evidence, this could be slander or defamation. In fact I asked to customer to meet on my lawyer office to resolve that cause if he is pretty sure that the crew did that he would be able to meet with us but he didnt want cause he doesnt have any proof at all to accuse us. It is not fair that clients are like this when the work was done to the best way. We even have photos and videos of how the work was done. If after the crew left their house someone else came in and  did a mess or do some damage, it is not our responsibility. Sorry about that 

*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. ↩