Complaints

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I engaged cleaning services from Deluxe Cleaning on January 13, 2023. The job was to clean the home of my son, who is a college student at **** *. I was told (over the phone, I live out-of-state) there would be 2 cleaners, at $40 per hour, and a $160 initial fee. It is a good sized home, but I explained these are college young men, that a surface clean was all that was necessary as they keep the home relatively tidy. I wasn't given an estimate of time but knew it shouldn't take more than a few hours. I got a bill afterwards for 3 cleaners, at $40 per cleaner per hour, for 6 hours. I was never told that the $40 per hour was per cleaner. The total was $720. I feel like I was grossly overcharged as well as uninformed that it would take as long as it did. Had I understood it was per person per hour, and would take 3 cleaners, I would never have agreed to use them. I paid them $500, which I believe was above and beyond my expectation for this service. I am now being emailed for the balance of the invoice, and I don't wish to pay this amount as I feel like I have been mislead, if not swindled.

  Business response

  02/14/2023

  It is always explained that our cleaning rate is $40 per labor hour, Which means 40 per man. How long it takes is determined by the size and cleanliness of the property. We were told that one of the residents would be on site for instructions, upon arrival the young man said "I dont know, I guess clean the place, my friends mom set this up" and then left. So we did exactly that, we cleaned the entire place top to bottom, lights, woodwork, bathrooms, appliances, etc. The house was in bad shape as you may expect from three college boys living there. We had three men there from 9-330, deducted 30 minutes for lunch, so that equals 18 labor hours, at 40 per hour is $720. There was no communication from anyone there, so we cleaned the house like we have been doing for 73 years. We are not in the business of "swindling" people, as we have more work than we can handle with thousands of satisfied customers every year. There will be no deduction in the invoice as we did the job requested. 

  Customer response

  02/14/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I explained that the house would just need a surface clean. The young man at the house had to leave for school and couldn't explain anything to the cleaners. The cleaners could have contacted you to contact me with any questions or instructions. It was genuinely not made clear that the charge was to be per hour per person. As a compromise I'd say I'd be ok paying for 2 cleaners per hour, as I was told there would be 2 cleaners, however, I have already paid more than that, as I paid $500. 
  
  Sincerely,
  ********* *****

  Business response

  02/15/2023

  This will be sent to collections. 

*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. ↩