Complaints

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had hired Puro Clean to do a biohazard due to rotten produce on the furniture because I was in a nursing home. The first time they came I showed up at the end of their cleaning, I couldn't stay in for very long because the fogger they set off was making me choke up. The employee, *******, had said they would be back the next day to finish up what they did not accomplish in the first day. They came back a second time and supposedly had finished their work. I was unable to check it out until a week later due to lack of transportation. When I finally saw it I was extremely dissatisfied, their was grease residue left all over the kitchen, the bathroom window has nicotine around the window and cobwebs that weren't cleaned up, the walls and baseboards all through the kitchen into the hallway have not been touched, there is still leftover substance along the walls and baseboards. I got in touch with the owner, **** ******, to express my concerns and he replied that on Monday he would come out himself and redo the job himself in hopes to satisfy my concerns. When they came out a third time it was ******* and another guy that was not Peter. They spent the whole day cleaning the cupboards and nothing else and claimed they weren't leaving until I was satisfied. However around 12 they packed everything up and left disregarding my concerns and wanted me to fill a paper out stating how happy I was with the job they had done because they were not coming out a 4th time. I refused to sign the paper because they left without finishing the job and never did what they said they were going to do.

  

  Business response

  09/01/2022

  We were retained by *** ***** to perform a bio-clean at her home following an incident where groceries spoiled inside the home when she was out for an extended period of time for medical reasons. She told us her doctor advised the apartment be cleaned and disinfected to remove any mold spores or bacteria that might be present from the spoiled food. We quoted her services to wipe down walls and ceilings and to clean floors to remove any potential mold spores or contamination, and to apply an EPA registered antimicrobial. There appears to have been a disconnect in expectations, as when we arrived to do the work, she informed our crew that she expected us to do a deep clean of her countertops and oven to remove accumulated grease. We did not include any of this detailed cleaning in our original quote. From the issues she is raising, it is clear she was expecting a deep clean of the unit, and not the bio-clean and disinfecting that we had originally discussed and quoted. We went back to the unit twice to address her concerns. Upon completion of work on the third day, we did a walk through with her, including inspecting the kitchen, windows, walls, and baseboards, and she informed our crew that she was satisfied with the work. We did not hear back from her after that, and were unaware that she still had concerns.

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